Kmart Online Orders

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More filter options: refused to cancel internet order due to their error, plus deceit!
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INTERNET -- I live in Los Angeles where there are numerous Targets and Walmarts. There are only a few Kmarts and Sears within Los Angeles city limits. About a month ago, I was looking for the XBOX 360 Kinect. This product was sold out everywhere, and through a kinect tracker, I got lucky and saw that was selling it for $149.99. I ordered it online, chose "pick up at store", and chose one of the locations in Los Angeles. After I clicked "Submit order", the receipt told me to pick up my product at a Kmart in Phoenix, AZ!

This was obviously an error due to their computer system, so I immediately called the customer service hotline, and have called about 15 times in a 1 1/2 week period sometimes twice a day. I kept getting the same excuses from the customer service representatives that they were unable to cancel my order because "our system is down", and "we cannot cancel an online order at this stage that is processing" (I got this response about 15 minutes after placing the order!). I also got a few "we put a request with the offline team to cancel this order". I'd say out of the 15 times I called, I only got 2 American people and the rest were all overseas (Philippines or Mexico) people who were obviously reading from a prompter. I even had one who tried to tell me that the error was on my part during ordering. One of the American customer service reps told me to call the actual store where the item was supposed to be picked up. I tried the phone number on the receipt a few times, and the phone number was disconnected!

Using Google, I searched for the store address and found a current phone number. When I called and spoke to a sales representative there, they told me: 1) It is not a Kmart store, it is a Sears Outlet store and 2) They don't sell any sort of electronics there, especially the XBOX 360 Kinect. I called the customer service reps again after finding out this information and told them what the sales representative had told me, and they still couldn't cancel my order. I told them even if I was willing to drive to Arizona which is 6 hours away, the store isn't even a Kmart that sells the item! After this last piece of information, I filed a complaint with the FTC regarding Kmart's deceptive practices.

During the 2 weeks time all this was happening, the charge was still "pending" on my credit card, and thankfully my credit card company told me that within 10 business days the charge would either have to clear or the credit card company would force it to drop off. Thankfully my credit card company forced it to drop off as of last week. What's funny is after they forced it to drop off, I got an email from Kmart telling me that I have not picked up my order and need to pick it up.

After this incident, now I know why Sears and Kmart are losing money--they're customer service and return policies stink! A lot of stores have excellent return and refund policies, especially when it's an obvious error like my situation, but Kmart's business practices are completely draconian and they do not care about the consumer. Go online and you will see numerous consumer complaints like mine. I even tried to write to the Vice-President of Online Marketing (based on the name, it sounded like someone from overseas) regarding my situation and all I got was a form letter telling me they couldn't cancel my order at the processing stage.

KMart and Sears, I give you about 3 years max before all your stores close down from your crappy service!
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jktshff1 on 12/23/2010:
What a nightmare, glad ya got it taken care of.
Zeigs on 12/23/2010:
did you ever call the store you tried to ship it to just to see if it did get shipped there and the info on the receipt was the error? it they sent you a notice that it needs to be picked up then it's somewhere, and if the store it says it went to doesn't exist, maybe that is the error. Glad you got the charges dropped.
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Don't Order Online!!!!
Posted by on
MICHIGAN -- I ordered 3 items from Kmart. They never told me the order was cancelled and when I called after I hadn't gotten the delivery they told me my order had been cancelled (I was not notified) and the reason was they were out of stock. They sure managed to take my money from my bank and they haven't returned it!! I paid by ebill me. Then today I look online and they are offering the same product for a more expensive price. Funny how they have it now that they've raised the price!! This is bait and switch and I will be reporting them and seeing a lawyer if my money is not returned to my bank account.

What a bunch of liars and thieves. Never again will I fall for their scam again. The old saying "you get what you pay for " is not true in this case. You get nothing!!! And they take your money. Don't order from this company!!!
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Cwazychicken on 07/15/2011:
Dispute the charge with your bank if you can do so. Or your credit card. Its unfortunate that they didn't return your money, hopefully its not too late to dispute.
Anonymous on 07/15/2011:
I have heard quite a few similar stories about ordering from Kmart online. I would do what Cwazy said, but sometimes it can take awhile for a refund to process.
trmn8r on 07/15/2011:
I agree with Nicole - charges take place immediately, credits can take days to show up. It is the same at most places because of the way the third parties hired to do transactions process the requests.

This should not be related to your charge of "bait and switch" in my opinion. Either it is, or it isn't.

I doubt this is a case of bait and switch, and that it would be impossible to prove even if it were. There is no switch of product - it is a switch of price. But the timing of the switch of price can be argued to be after your order was cancelled. And you have to prove they had no inventory left. Good luck with the refund.
lubster on 07/16/2011:
Thank you for the good advice about talking to my bank. I will do that.
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Very unhappy, will never shop with K-Mart again
Posted by on
FRANKFORT, KENTUCKY -- Attached is the email I just sent Corporate headquarters!

You want to know if I am happy or not with my experience, no I am not at all happy, In fact I wanted to let you know that I will never ever do business with Kmart again and will post on my Facebook page to warn my friends as well.

Apparently you "system" has been down since Friday! I have been trying since I placed this order to cancel it. I am repeatedly told that I should call back because the system is down and they can't look at the order. Then I finally get a hold of someone through chat yesterday who assured me that the order would be cancelled and not shipped. I have attached a screen shot showing that. He advised that I would get an email as soon as it is cancelled. When I had not rec'd a response this afternoon I sent an email asking for a response. I rec'd none! Soooooo Ii got back on chat with Anthony. I was assured by him that I would receive an order cancellation confirmation "within the hour" When two hours later that had not arrived I called. Since then I had rec'd an email just like the one below that indicated CONGRATULATIONS YOUR ORDER HAS BEEN SHIPPED, AREN'T YOU JUST SOOOOO HAPPY TO HEAR THAT! I spoke with a lady who said she could not help me because guess what???? the system is down, she escalated the call per my request to a supervisor, who was very unhelpful. Didn't agree to call me back or say that anything could be done or anything. Just kept saying, "sorry system is down, keep trying us back" "we can discuss what at that time we can do for you". I plan to send this same email to corporate headquarters and expect a response and compensation of cash back to cover the shipping fees at the very least. No I do not want a gift card, as I stated above, I do not ever plan on shopping with Kmart again. You have lost a customer, and more if I can help it.
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trmn8r on 11/22/2010:
Maybe it didn't actually ship. I would wait until you find out for sure to start the negative advertising campaign.

That said, their system obviously needs to be improved so it is more accurate and reliable.
timmyj3 on 12/19/2010:
K-Mart is a horrible organization. They could screw up a one car parade. I live in a small town where it is our only major retailer. They are so bad most people just drive the 50 miles to the larger town to avoid the poor service. I feel your frustration. They had many chances to make this correct for you but did not. Avoid!
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Do Not Make Online Purchases W/Kmart Or Sears!
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LONGVIEW, WASHINGTON -- I have had the absolute WORST experience with an online order....Kmart has failed and continues to fail in every possible way. It's ridiculous! I ordered an item on 11/26, received the wrong item on 12/4 and it's been a nightmare since. First of all, if you call the 800 customer service number, they can't help you-because they have to transfer you to their ONLINE people (they should train customer service people in all areas). I have spoken with many of the online people-and many are new and have no idea what they're talking about. The first woman I spoke with said she exchange my item-and send out a call tag for the wrong item I had. Turns out that's not how it's done! You have to re-order the NEW item (if it's even in stock-which my item was not-and the first person I spoke with neglected to tell me this-or any info. for that matter). That means you have to spend DOUBLE the money for 1 item, and wait who knows how long (it's been 3 weeks for me) to get your money back for the FIRST item!!!

Long story short....I no longer have any item (even the WRONG item) because I sent it back, and I still do not have my MONEY back either.

Kmart/Sears I feel they are an older company and the reason why they're not doing well is because they have not grown fast enough to set up a good solid online system. I would NEVER recommend ordering from them!!! I have been ordering things online for nearly 10 years-and NEVER has this happened to me.

oh, and PS when you speak with the online people and they put you on "hold" but there's no music-they're actually putting you on MUTE so you can't hear what they're saying/doing, but they can hear you-common trick-when they do this, ask them to actually put you on hold-it'll get you faster service. (because they get in trouble if they put you on HOLD too long, but if they put you on mute-it still looks like they're talking to you)
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Soaring Consumer on 12/20/2008:
Dispute the charge with your credit card company, or file a charge-back. Since you no longer have the item the money is rightfully yours.

Did you have tracking information from when you sent the wrong item back?
FireDragon on 12/20/2008:
You mention to basically beware of KMART and Sears, however you say/show you ONLY shopped at Kmart and as such putting in another store which doesn't belong and as such this makes your report a fraudulent report and as such I am marking this as such.
SuperNat on 12/21/2008:
FireDragon, just stop it. Seriously.
Slimjim on 12/23/2008:
He is entitled to his opinion, as we are entitled to ours. Firedragon, you would be annoying if you had a clue. As it is, you just look foolish.
jktshff1 on 12/23/2008:
slim is right, everyone is entitled to an opinion.
ALSO..everyone can ignore.
Anonymous on 12/23/2008:
I kind of get a kick out of his comments "and thus, I am marking this post fraudulent" LOL!
Anonymous on 12/23/2008:
Firedragon seems like good people to me.
Anonymous on 12/23/2008:
LMAO! Shortened posts.... FireDragon has one foot in the door AlleyS!
Slimjim on 12/23/2008:
LOL, looks like they gave him "The Biz"!
Anonymous on 12/23/2008:
LMAO! Yeah slim, they had to dust that feature off in order to use it!
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