I am dealing with the same issue. Placed a layaway online, paid it off. It was sent to the wrong store and no way to get it. I keep getting the runaround about my money being returned. After a week of calling nothing has been done yet. Really pissed with this company. Hate I ever dealt with this company. I should've stuff with Walmart. Next time I will.
ONLINE, NEW JERSEY -- I spoke to numerous people regarding this matter and all I get is "sorry, once a payment is made no changes are possible." I would like to know how they can change something on my layaway without getting my permission. I'm paying for it, it should go to the location I can get too and is convenient for me, not the Kmart Co. I was planning on getting addition merchandise when I went to my local Kmart, but I'm so aggravated right now I'm giving my business to Walmart. They at least have good rules regarding customer service.
COLUMBUS, OHIO -- We purchased a mini bike, 3Ds, a 12-in-one table. We had put it in layaway at the Hamilton Rd store. Well we bought the extended warranty on the 3Ds and the mini bike. Well we went to get the stuff out of layaway. They did not have the 12-in-one table, they gave me a hockey table instead, so my son was out of that present because it was seasonal product and they were sold out. So my son had to get something else for Christmas and he was so upset because Santa bought it for him.
Then the mini bike was taken out of the box and it had been ridden and the throttle cable wasn't adjusted and it leaked fuel really bad so we called Motovox and they said Kmart did not enter our warranty in the computer. So we had to take the mini bike to Kmart on Brice Rd because Hamilton Rd was going out of business. Well the second mini bike we have, the chain tensioner went bad and the break handle broke. We contacted the warranty department and they gave us the runaround and I finally talked to a gentleman named **. Very nice man, said to send the pull string to them and Sears would send our money back.
Well now we are being told they are wanting to send us a gift card for Kmart or Sears, they do not have the bike. The bike is no good, we returned one of them already. Now we are stuck with a bike we can't ride. The bad thing is that my 10-year-old is out of his mini bike and out of a 12-in-one game table from Santa. Your customer service is so rude. I am really disappointed in the service we have received from these companies. The cashier at Kmart did not know nothing about your warranty or did not give me the paperwork to read. They did not explain anything. They did not put the warranty in the computer.
This has stressed my family out being taken advantage of, it is sad when you cannot buy something for your children and trust the store to make it right for the child who believes in Santa. All we asked for is our money back so we can get our son the present he deserves. The reason Kmart did not care about their customers, they knew they was closing the store and the employees did not care they were losing their jobs so what did they have to lose.
The day we was there in layaway, they lost a lady's layaway and they made her wait 3 hours for it and they knew she was on oxygen. So I would appreciate someone to take this matter seriously and other complaints that your customers send you. Customer service is what keeps people coming back. We will not come back to either store. At least Walmart treats us with respect.
BUFORD, GEORGIA -- I have had the worst shopping experience of my life with Kmart store 7629. I put several Christmas gifts on layaway at the end of October. Everything went fine and I made my biweekly payments as agreed with no problem until the next to the last payment was due. It was due on the 23 of November. I made the payment online on the 19th. It was taken out of my bank account on the 23rd, but was never taken off of my total bill. I called the store and was told they were having trouble with the website. I then called the "customer service" number listed on the website and was told the same thing.
I did what they suggested and waited a few days to see if it would show up and it never did. I called back and spoke to the store manager on the 25th and was told the same thing but she told me since it had been almost a week, she would look into it. I never got a call back. On November 30, I drove to the store with my receipts and bank statements showing where the $73 was taken out of my account. I asked to speak to a manager but he told the customer service agent to call the website and find out what to do. I was pretty mad that he wouldn't even come speak to me.
The customer service agent tried her best to help me by calling the website and asking them what to do. She was on the phone for two hours being transferred from one person to another. Finally after two hours, the assistant manager decided he could come out and speak to me. He looked at my bank statements and asked to make copies and said he would check into it. He gave me a lousy $10 gift card for all my trouble when all I really wanted was to have the $73 payment I made credited to my account. That was Monday night, it is now Thursday night and I still haven't heard anything back, even though he said he would take care of it and call me back.
So my payment made on 11-19 is still missing and no one seems to be able to help me, it is now 12-03. I know someone at that company posts payments. I don't understand why someone can't just see that I made a payment and correct it especially when I have bank statements showing the money was drafted out of my account. If I can manage to get my items out of layaway that I have already paid over $300 for, I am finished dealing with Kmart, Sears or any other store connected to them. I understand mistakes happen. I don't understand why no one can help me correct the mistake.
Yesterday I visited the Kmart website to purchase Christmas presents using their online layaway. I made my selections and checked the box indicating the purchase was "layaway." I proceeded to provide my personal billing information, etc. and when I submitted the order, realized it had not been processed as a layaway, but as an outright purchase.
I IMMEDIATELY called customer service, explained what happened and the CS representative purported cancelled the order. He even told me after I explained the bug on the website that I had reached the "right person" to cancel the order. He went on to say I would have an email within 24 hours verifying the cancellation.
Today I went on the my bank website to verify a deposit and to my shock and horror, found that Kmart/Sears had debited my account for the order. Not only that, they had actually debited my account TWICE for two of the items.
Again I immediately called customer service. I finally spoke with a "manager" and the long and short of it was that although she admitted the original customer service representative had given me erroneous information and admitted there was some type of error made resulting in the double charge, there was nothing she could do to immediately correct the errors made by the company.
According to her, Sears (parent company of Kmart) can immediately hold funds in my account (hence the charges today) but first, the 'cancelled' order was never, and could never be, cancelled. Two of the items had already been shipped, one item was out of stock and the final item was "in process" and that couldn't be stopped. She went on to say the double charge would "drop off" in 7-10 business days.
So Sears can immediately (electronically) notify my bank that they want funds held - twice - but it appears they cannot immediately (electronically) notify my bank that those funds don't need to be held! The errors made by a bug on the website, erroneous information from a CSR and an error by the 'system' which double charges are now apparently going to cost me to be out my money (while Sears uses it) 7-10 business days. I want Sears to immediately make amends and put the money they have taken back into my account. I did not cause this, you did.
I haven't dealt with Sears in years because of poor customer service and have never dealt with Kmart and can promise you I will never, ever purchase anything from them again. I know my measly few dollars means very little to their bottom line. I just wanted to warn anyone else that their "pride in customer service" means too bad, too sad when they make an error!
SALEM -- Kmart has layaway. Do not layaway anything at Kmart. It through would be nice to get my Christmas shopping done at Kmart layaway. I am on a fixed income. Before making this layaway, I made it clear to a young man ** who was working Kmart layaway I get paid once a month. Look him right in the face, made eye contact. Told ** again I get paid once a month. He said nothing, took my $25.00 down payment. I left the store. A month later 12-9-09, I went to pick up and pay for the items I had layaway. Kmart cancelled my layaway. Told me I would receive $10.00, not the $25.00.
Went to service desk. The associate told me I should have called a manager for approval to extend the layaway payment. I told her I do not work here at Kmart. Nor do I punch a time clock. I would like my items I put on layaway or my $25.00. I asked for a manager. None could be found at that time. So I call Kmart, talked with the manager. He said I should have paid for my layaway 2 weeks ago. I told the manager the same store, he said I'm sorry I would not be getting back $25.00, just $10.00.
I need every penny of my monies. I have call the store several times since then. The manager seem not to be around when call. He is avoiding me. That is customer service at Kmart. I called the general office, they said it's the manager's final decision on how he wants to handle this matter. The Kmart store said the main office has the policy want it followed, said the store manager hands are tied. I will never get into this mess again. Went to the store today 12-17-09 to once again to speak with the manager. He was paged several times. You guess it. Nowhere to be found.
So I got my $10.00. I hope Kmart will enjoy the $15.00 that was taken from me. I do not have monies to get my medicine this month. Was counting on getting $25.00 back instead of $10.00 because I had to pay more monies to replace items I had put in Kmart layaway which cost me more at another store. Please please DO NOT GO TO KMART FOR ANYTHING. They will not treat you fairly. My complaint is not the only one. Just check out website Kmart, you will see many complaints. Kmart get plenty complaints They have a 1-866 toll-free number for you to call and get nothing done about your concerns.
KMART ONLINE LAYAWAY - STAY AWAY!!!!
Kmart online layaway is nothing but a joke!! I'm a single mother who has trouble finding a sitter so what better way to do some Christmas shopping than doing it online. Make a few small payments and right before Santa comes, go pick up his load. Sounds pretty easy right??? WRONG!! It starts off pretty easy - fill your cart, it lets you know what items are available for layaway online. Next, enter all of your information and make your initial down payment. A week or so later, I go in to make a payment and it would not let me. There was nowhere on the website where I could make a payment.
I called 866-562-7848 and the gentleman on the other end told me all online layaway customers were having trouble making payments and all I needed to do is go to the store and make a payment. A little annoyed but the next day I was out so I made what was supposed to be a quick stop by Kmart to pay my balance and pick up my things since online payments were not being accepted. The associates at store 9161 in Berwick, PA I will say were very friendly and did all they could do to help me. They had trouble finding my information in the computer but did find a box of my merchandise in the back.
After 30+ minutes of entering the information from the box into their system, it came down to payments need to be made online....AAAHHHHH!!!!!! So I had to leave the store without my daughter's Christmas presents. A few days later when I had access to the internet, I again call the 866 # and am told "We're sorry ma'am but we are online services only and unfortunately layaway only has an automated line, you'll have to go to the store and make your payment." Kmart does not have a real life person to speak to??? Now I cannot pay anymore money, I cannot pick up my things, and I cannot get any money back! SHOPPERS BEWARE!!!!!!!!!!!!!
KENT, WASHINGTON -- I went into Kmart this evening to put my children's Halloween costumes on layaway until next week. My two girls picked out their costumes and we preceded to layaway. When we get there, there is no one there. There however is an employee sitting at the end of the hall towards the store at a computer kiosk. I had my oldest daughter let him know that we needed someone in Layaway. He got up, looked at us, and said, "I am going to finish helping this customer and be right there." I waited and waited and waited. Then I overhear this gentleman talking to a manager that he was told he is taking his break now.
This manager then looks at us and continues looking at some things in a cart and asks have we been helped. I explain actually the employee that just went to lunch was supposed to help us. So she had it paged over the intercom that someone was needed in layaway. So then we wait and wait. Another manager comes back and clocks out and calls a different manager to Layaway. This manager says "Can I help you?" I explain that I just need to put somethings on layaway.
So then she gets on the phone and is complaining to someone that she is a manager and someone else should be in Layaway. But that she will do it this time. She then continues the layaway and when she goes to scan the items, she says we "really aren't supposed to put Halloween items on layaway but since you have been waiting so long, I will." I show her all the signs that state rules concerning "Holiday" layaways. She says that pertains to Christmas only.
What? How is that? Isn't Halloween a holiday? And why didn't the other employee or two other managers that saw my merchandise say anything? I know I shouldn't be complaining but I guess this is a warning. Remember if you use Kmart Layaway, holiday pertains to Christmas only, no others.
YORK, PENNSYLVANIA -- I went onto Kmart.com and place a layaway. I made all the payments. Right after the final payment was made, I got an email from Kmart.com saying that due to an error, that my layaway was cancelled and told to call the 800 #. I call and after a whole bunch of bull, was told they never had my items in stock. That this was a problem they were having with their online layaway program. So I ask about my money being refunded and was told 3 to 5 days. Well three weeks later and my money has not been returned.
The 800 # is full of poop and so are their customer service reps. What business does this to their customers? Take your money, give you nothing, and then act like they are doing you a favor by listening to your complaint. I WILL NEVER SHOP AT KMART OR SEARS EVER AGAIN. After all this, they offered me a 10-dollar gift card but no, we are sorry for the inconvenience, no nothing. Shop at Kmart.com at your own risk. You could not pay me to shop there.
OAK PARK, MICHIGAN -- On Saturday August 11, 2012 @ 8:30 P.M. at the Oak Park, MI Kmart store, my daughter, 2 grandchildren and I waited in the layaway department about 20 minutes for an employee to appear for help. An employee who was in and out of the area finally said that he would take us to the electronic department to process our transaction which between the two of us totaled about $500.00. At the end of my transaction, the associate said that the computer had froze and called for managerial assistance.
The assistant manager arrived about ten minutes later and asked the associate maybe about three times what the problem was. He seemed more focused on the amount of merchandise spread out on the counter, which by the way was mostly back-to-school items instead of what the associate was saying. After the third time, I chimed in and said, "Why aren't you listening to him? He told you three times already." By this time I was becoming really irate. He all but told me to shut up or leave the store and he would cancel the transaction. My daughter begged me to stay.
He also tried to call store security but the phone did not work. Why was I the one being treated so rudely? I have shopped at Kmart most of my adult life though not exclusively and have never run into this level of disrespect from a store employee. Though I did complete my transaction because of my daughter, I feel very uncomfortable returning to that store.