Kmart.com refused to cancel internet order due to their error, plus deceit!
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 Kmart.com 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!