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Kmart Cares Very Little For Their Customers
Posted by on
TAYLOR, MICHIGAN -- So I just got home from the Kmart in Taylor and am pretty upset. I went in to pick up something to eat after work and to check and see if the new Transformers toys were in stock (I've been an avid transformers collector for quite a few years now). I picked up some food for myself and headed back to the toy section, where I found that they had all of the "legend class" Transformers toys from the new movie out on the shelves, priced and ready to be sold. I picked up one of each, because I knew that I was going to buy them sooner or later to add to my collection anyway, so why not buy them all at once.

The total of my bill WOULD have been well over 50 dollars, but as you can see, I used the word "would". The cashier rang up my food, no problem, but when she got to the first of the toys, her computer came up with a message saying "before street date". She proceeded to grab all the items off of the counter in such a hurry that she nearly threw herself over the counter, and then shoved them all under her register. The way that she grabbed them off the counter, you would have thought I was about to grab them to try to run out of the store with them. She looked at me and simply said "you can't buy these... your total is $4.50". I asked her why I couldn't purchase them, because I didn't see what her screen flashed when she tried to ring the items up. She told me that they had been put on the shelf before the "street date" and then repeated my total again, trying to rush me through the rest of the transaction even though there wasn't anyone behind me in line.

I asked what the street date was, now completely disappointed that I was going to have to wait to buy all of the toys at a later date. The lady told me that she didn't know and when I asked if she could find out, she gave me a "you have got to be kidding me" look and said "it would probably say on the box, but that's in the back room" and then gestured to the credit card machine where my total was now showing up... as if to say "pay and get out already". While the transaction was getting more and more awkward by her rude attitude and failure to seem sorry at all about the whole situation, I decided to just pay for my food. As I was going through the steps on the credit card reader she made a call to someone to come and pick up the toys at the counter and to take the other ones off of the shelves. I finished paying and the cashier handed my bag and then just stood there, like she was guarding the toys, again, like I was going to steal them or something. I took my food and left, but didn't feel like letting it drop there, especially since they had a "tell us how your Kmart experience was" survey on the receipt.

Now, I understand that they toys were out there before their official release date, but the fact is that they were out there, priced and ready to be sold. The thing that upset me about the whole thing was just that instead of deciding to make the exception for one customer and then have them taken off of the shelves after, they chose to not sell me the items that I had picked out, all while giving off the feeling that I was some kind of thief or something. It was like if they didn't get them away from me right there and then, that I was going to steal them or something. Then, when I asked what the actual release date was, she didn't even make an effort to try to find out, she just kept trying to rush me out of the store, even though there was NO ONE else there (the store was practically empty).

I know that a few toys are kind of a stupid thing to be making a big deal over, but I've been a pretty hardcore collector for quite a few years now, so it just bugged me. If they would have just told me "sorry sir, we can't sell you these, they weren't supposed to be out on the shelves yet" and then actually made SOME KIND of effort to find out when the actual release date was for me, I would have no problem. I just feel that they handled the whole situation very poorly.
     
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TGT101 on 2009-05-08:
While I do agree that the cashier handled the situation poorly. They could have explained the situation to you. However an exception being made probably would not even be possible. Many stores have street dated items locked at their registers so there is no way for them to be sold. And if they are sold there can be an upwards of a $5000 fine per infraction.
goduke on 2009-05-08:
The good news is that you can go see Star Trek today. Live long and prosper.
Anonymous on 2009-05-08:
Goduke, saw it last night...it was excellent.
EGEI on 2009-05-08:
TGT101, thanks for the info, I didn't know about the fines, so I guess it makes more sense now. I still think that they handled the situation completely wrong, if they would have just explained that instead of acting the way that they did, I would have been much more understanding.

PS: just got back from seeing Star Trek myself and I got to say, the movie was AMAZING! It made me feel a lot better about the whole situation. Thanks for the feedback guys
rudybjr on 2009-05-21:
The typical, "should have made an exception for ME". If they did they would have to pay big time.
EGEI on 2009-05-21:
My problem wasn't so much with the fact that they didn't "make the exception" it was the way that they handled the situation.

and an update: After I tried to contact the company, they said that they would contact me within 48 hours to find out what the problem was and if they could do anything about it... several weeks later and I never heard anything back from them at all.
BokiBean on 2009-05-21:
So did you find your Transformers somewhere else? Everybody says that the movie was great!
EGEI on 2009-05-23:
no, never got them anywhere else, they're still not "officially" released yet :/
Anonymous on 2009-09-16:
She handled it wrong sure. But she was probably trying to hurry you up so she could pull them all from the shelf before she got another customer wanting them.

They were probably stocked by the night crew early by mistake. Anything with a specific release date being sold early can result in a fine as well as causing the chain to lose the privilege of selling future items by that company.
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K-Mart Fails! Sears/K-Mart Cares Little for Customer Satisfaction/Needs
Posted by on
QUEENSBURY, NEW YORK -- Last year, I went out of my way--literally, the local K-Mart is not in a convenient location--to purchase a room fan. A fan that turned out to be broken. It cost me 20 dollars in cab fare, to go buy the fan, take it home, return it, etc. I exchange it for another--ALSO broken! I complain, and am told that I should take it up with the store manager--yeah, I'd already thrown away 50 dollars of my hard-earned cash--I should waste even more dollars, talking to someone who I'd already talked to, who only made an excuse instead of an apology?

So, I boycotted K-mart AND Sears, for 6 months. I went back today, to give them a second chance.

FAILURES LIST:

First, I had to go to customer service to ask a question. The lady was nice, but slower than molasses in January--I mean, it was like watching a person on a slow motion camera--and, she kept interrupting service to the customer standing there waiting--with a line behind them, to answer phones, and putter about fussing with returns, going to look for someone, etc. FAIL #1.

I went to K-Mart, for one specific purpose: to buy a pair of plus size ladies Riders jeans--jeans the store has sold in their plus-size department for DECADES. However, K-mart apparently no longer values overweight customers, because there were virtually no jeans in the plus size department, and I was informed that K-mart no longer sees fit to sell Riders jeans to it's overweight customers---only to people size 14 or less.

Well up yours, K-Mart! Since they obviously don't value the business of their plus-size shoppers enough, to continue providing decent jeans, well--I'll shift my jean buying over to TJMax, Target and Walmart, who DO sell nice plus size jeans. (That had a FEW pairs of Chic jeans, but I don't happen to like that brand.)

FAIL #3:

Needed to try on some clothing. Had to wait for someone to open up the dressing room--something I DON'T have to do, at Walmart, Target, TJMax, Bonton...jeez, even Tractor Supply Company keeps their dressing room readily available for customers.

FAIL #4

Cashier was only marginally friendly--prefuctionarily polite, rather than genuinely caring...actually, she was marginally surly, and packed my bags like crap--one bag weighed so much I literally couldn't lift it--two 2 liter bottles of soda and a jar of spaghetti sauce! My clothing purchase was just shoved in the bag.


Well, I used ot actually enjoy shopping at K-mart 10, 20, even 30 years ago. Today, since Sears took it over---it's just plain poo. Sears should have just let K-mart fold. It's garbage now. I not only will never shop K-mart again, I won't step foot in Sears, either.

You'd never know there was a recession on! These businesses don't need to be bailed out, they just need to disappear, if they can't get their act together, and give customers what they need. It costs more for me to shop at K-mart--which was OK, back when they had the products I needed and the service was better...now...why waste time and money, when I can go where my business is truly valued?
     
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Mario The Great on 2009-04-03:
Wow, I love these comments. Here's what I've ascertained so far. You are an overweight 16+ size female who took a taxi cab ride approximately 8.75 miles away from where you live. Wait, how did I figure out the 8.75 miles? Let's see..... $20.00 - $2.50 for the initial cab fare = $17.50 / $0.40 (cost per 1/5 mile segments) = 43.75 segments multiplied by 5 segments per mile. Nice... See, my chemistry degree DID come in handy! :) OK, back to your complaint. You can't spell and you can't add. Molasses flows quite well in January (in Florida, California and Colorado). The $50 you spent doesn't equal $20 there and $20 back. Furthermore, the whole bags being too heavy comment make me laugh. TWO (2) Liters of Soda + Spaghetti sauce. LMAO - Didn't you mention that you were a plus size? Still haven't figured it out why? Finally, Sears was PURCHASED by KMART, not the other way around. OK, so enough with the jokes. Whether you choose to shop there anymore or wherever, I know it's inconvenient for you to ask a clerk to plug in the fan BEFORE you go, but you might want to consider this. Especially when you have to take a cab home. The level of service provided by this store should be brought to the attention of the district manager. At the bottom of your receipt, there is a survey you should take. Make sure to leave your name and number and you will be contacted. Every district manager follows up with the scores that are posted every Monday. Just make sure to keep pushing the inconvenience and loyalty shopper issue and you pretty much get your way. Hope this helps. (Well, at least the last half.) :)
Anonymous on 2009-04-03:
Who would go out of their way to shop at Kmart?
BokiBean on 2009-04-03:
I would! I never thought I'd say it but I miss our local Kmart since it closed down. Especially at this time of year, our's had a wonderful plant and gardening department and employees that had been there forever to help. Walmart..not so much.
DRVROFRED on 2009-04-03:
If you know your size of the brand and that said size is what usually fits you perhaps you could find a website where you could order them. Some sites have free shipping for orders over a certain amount. All I have in our small town is a K-Mart but I go as little as possible and wait till I go out of town but I do complete the surveys on the receipt. Sometimes the service is good sometimes it's horrible. Whatever service, I do the survery in hopes that it will help my shopping experience in the future. Hope you find what your looking for.
Justusryan on 2009-04-05:
I wish there was a way to vote Mario's comment the best comment ever or at least very helpful!
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I Can Pay $16 to Exchange for Exact Same Pants?
Posted by on
Rating: 1/51
JEFFERSON CITY, MISSOURI -- I bought the wrong length of Lee Riders khaki pants, so I went to exchange them. I didn't have the receipt, but I wasn't too worried - I was doing a straight up exchange for the exact same item that they have carried since the dawn of time.

Got there. Stood in line 35 minutes. Handed my pants to the clerk. She told me to go get my new pants and asked if it was an even exchange. Yes....I want the same pants.

Went and got the correct length, back to customer service, stood in line some more. When it was my turn, I handed her my New pants.

She scanned the old, scanned the new, and told me I owed her $18.56 for a pair of pants I'm exchanging that cost about $20.

Because I didn't have a receipt, they could only give me $3.70 for the pants I brought in, even though there were identical in every way to the pair I wanted to walk out with! NO WAY!

I'd rather give those $20 pants to Goodwill then give them back to Kmart to sell for $20 again...
     
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FoDaddy19 on 2013-10-17:
It's common practice. When you don't have a recepit stores will go by the lowest selling price.
andbran on 2013-10-17:
this is a common practice in retail. with no receipt there is no proof what you actually paid so what you get is their last sale price. apparently the pant you bought went clearance. some places have receipt look up if you paid with debit credit or check. you need to find a way to keep your receipts.
trmn8r on 2013-10-18:
As the others said, this is a very common practice. The root source of the problem is you had no receipt.
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Horrible
Posted by on
Rating: 1/51
INDEPENDENCE, MISSOURI -- I was employed at the K-Mart in Independence, MO for about 6 months and I must say that they treat their employees and customers horrible. The store manager has an extreme attitude issue and yells at the employees and talks to them like they are dumb as do other managers at this location. I've witnessed service desk employees treat customers like crap and without compassion on several occasions.

The managers are more concerned with irrelevant things like point systems than making sure that customers are happy and that employees actually want to come to work there. Several employees (including myself) have terminated their employment there because of such treatment and abuse. Not to mention, they pay you pennies to work there, they expect you to work extremely awkward hours and the air does not work, so it's like you're working in a sweat shop. They are the nicest people when hiring you but once you've been there a little while their true colors start to show and it's no wonder why they are always hiring. I would advise people to not apply there unless you like being treated like crap.
     
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John Nicholson on 2013-07-28:
No one ever forces you to work at a place of business. As in your case, if you find you do not like the place, for whatever reason, you leave and find another job. That's the way it is.
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Fraudulent Advertising/methods Extremely Poor Customer Service
Posted by on
Rating: 1/51
Went to Kmart to look at and possibly buy bike which was on sale for $129.99. They didn't have in stock. Went home and through my Discover rewards attempted to order bike ( which directs you to KMART. com) as I would have received an addt'l $25 off. When I went to the pick up at store drop box it gave me 1 selection which is approx 30 miles away - approx 10 more than the one I regularly shop at. I called customer service spoke with 3 people who informed me the bike is not available.

Then spoke to"online supervisor" who was condescending in his attitude - in as much as saying tough luck lady. I sent letters to the 2 top executives of Sears Holdings. No response. Then filed complaint with BBB. Received response from"escalated Service Mngr" who also misconstrued my complaint and unwilling to work with me. At first saying the bike was not listed on the site ( which it was) then stating it is and I was the one who did not want to go to the store to pick up. The price offered was $199.99 not the original sale price I originally went for

Then last week the same bike was advertised for $159.99. No wonder Sears/Kmart isn't doing well financially. They are unwilling to provide decent customer service. So instead of offering me the bike for $30 less than the original advertised price they are letting a sale just slip away.
     
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trmn8r on 2013-06-14:
It is a hard to understand what happened at each step of the way, but it sounds like it was originally available at a store 10 miles farther than your store. Could you have gotten it there?

As far as later requesting to get an earlier advertised price, because of these issues, that isn't something I would expect to be able to do. Someone would have to review everything that happened, decide an error was made (which nobody to date was willing to do) and then grant an exception.
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Misleading, Wrong Price
Posted by on
Rating: 3/51
NY, NEW JERSEY -- Kmart is such a scam! I grabbed a beautiful 16 pc king comforter set which was originally priced @ $119.99. There was a $69.99 sale sticker placed over the original tag on the shelf. Also, there were 2 other shelves stocked with full and queen sized comforter sets with the $69.99 sticker place over the reg price. when I go to check out it is a different story. I'm told that the price is $119.99. They point out that the brand on the sale sticker is different but all other info was the same( 16pc set, reg price $119). My question why place the freaking sticker over the reg price. BTW the reg price sticker had the brand of the set I grabbed. Very misleading! I say false advertisement. what an embarrassment; I had other items and only had limited amount of cash.

This is another story that happened to me the same morning.

I purchased 2 Essential comforter sets which were on sale for 34.99, reg price 49.99. When I checked-out, I'm told the sale price is way higher than what I expected. I fought and showed them the on-sale sticker. They honored the sale eventually.

Sadly, they did not honor the 16pc set I tried to buy tonight. Crooks! They know the sale sticker was a typo. The sales staff became irritated when I confronted them with this issue, but they were more worried about closing-up than actually dealing with the typo on the sales sticker or determining the real issue.
     
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yoke on 2013-04-11:
Sounds like someone stickered the wrong item, but that is Kmarts problem not yours. They should have honored the price that the sticker said
Black veiled bride on 2013-04-11:
They should honor the price if all the items were marked that way.
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StarStarStarStarStar
Outstanding Customer Service
Posted by on
Rating: 5/51
CARSON, CALIFORNIA -- I not normally a Kmart shopper. I visited your Carson store because of a sale add for yoga mats. as I was searching for these mats I must have had a lost look on my face. That's when two of the nicest clerks asked me if they could help me. They're names were Monica and Phyllis. at the time they were stocking the shelves. They stopped what they were doing and escorted me to the fitness section but you were out of mats. So I began to thank them anyway. But to my pleasant surprise they started checking inventory on some hand held device and eventually found the mats that I was looking for.

I personally have never had such kind courteous service. As I stated before I was not a Kmart shopper but after today I am now.
     
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onlooker on 2013-02-22:
This is very nice to read
Try it again you might like it! on 2013-02-23:
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I like Kmart too!
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Not Worth the Trouble
Posted by on
Rating: 2/51
GRAND FORKS, NORTH DAKOTA -- A number of times I have had the annoying misfortune of bringing items found in Cut-Price Discount bins/display cases, shelves, to the cash register only to be told that the items had not belonged in those bins/display case/shelf. If I want the item I would have to pay the normal price it is sold at. This is so, even if the item is ticketed with the discounted price!

As I am a sucker for a good bargain, this has happened a number of times at the same Kmart. (Sometimes I "luck out", and actually get a good bargain, LOL.) Whenever I speak to a manager about this vexation, the reason given for this is that the sales-clerks in the department in which I find the items do not always check out merchandise to see if it is in the right shelf, bin, display case, etc., or, if the items are priced appropriately. I can't think of anything more basic than these tasks for a sales-clerk to be doing.
     
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trmn8r on 2013-01-04:
Sounds like indeed a lack of attention to detail. Not surprising in today's world.
Alain on 2013-01-04:
You can let Kmart know they have a problem at this store via http://www.kmart.com click on 'customer service' and then on 'Contact Us'.
At Your Service on 2013-01-05:
It's also possible for customers to move the merchandise in an effort to fraudulently receive discounted pricing on the product.
TIRA~MASUU on 2013-01-05:
I feel your pain as I have had this happen to me more times than I can remember. Also the prices that are marked aren't even rung up correctly most of the time and if you don't catch it at the register when they ring it up you will find yourself at customer service trying to get your money back. The cashiers aren't able to correct the error and there are no managers to come override it. They are also known for not having any prices on quite a bit of their merchandise so you get a surprise when you get to the register. I have contacted K-mart customer service online and have never received a response. Luckily I've recently moved and now have more of a choice to shop then only a K-mart in town.
cree colbear on 2013-08-06:
I don't get $5.00 off every time I shop or layway
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Not Able to Find Advertised Specials on Line or in Stores
Posted by on
Rating: 1/51
TENNESSEE -- I just received my Sunday paper and the Kmart ad. They have a washer and a dryer each for $296.99. When I looked it up online, it did not show the products. I called the customer service department and they did not show it anywhere. I called the Corinth, MS Kmart and they said I had to order it online. I called Jackson TN and they did not have it. I asked if they could find the stores that has the product. Guess what? They could not even look it up on the computer. I really needed the washer and dryer, so thanks Kmart for the wonderful let down. Up date your system and stop advertising something the customer and not possibly get.

     
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Tezrien on 2012-12-17:
I just checked my local Kmart ad, and ads that are on their website for Jackson and Corinth and there is no washer and dryer at all listed in the ads. Are you sure it was Kmart and not another store?
onlooker on 2012-12-17:
When did the sale start? It might not have been up on line at the time you called. Try again, and if it does not work on the phone bring the ad to the store and talk with them.
To advertise a deal, and have the stores know nothing is really a big mistake. There could be an explanation and you may get your washer and dryer.
Bpalm on 2012-12-17:
It was in the Little Rock, AR Sunday paper ad, but does not exist at our K-Mart store or online.
At Your Service on 2012-12-17:
With respect, be careful about purchasing cheaply produced washers and dryers such as these. This is where many complaints start, with the assumption that a new set as these shouldn't have problems anytime soon. Buying wisely now can save a lot of frustration in the future.
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Posted by on
Rating: 1/51
BRANDON, FLORIDA -- On went on line to order a coat when I saw the size it stated medium size 8 or 10. I'm a 10, it would not allow you to enter size 10. I called Brandon store to get information. The sales person indicated to me that they did not have all coats which I understood. I indicated to her that the site does not allow you to put in sizes as far a medium 8 or 10 so I said they most likely send the wrong size. Her response was well than send it back. I as her if she was kidding. She didn't even have a phone to give. She said she had nothing to do with the site. With that I hung up.. She was not helpful at all.. She couldn't care less. If you are going to represent a firm you should be able to assist people in the right manner.
     
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sp on 2012-12-13:
Local stores have no control over the website. There should be a number on the site to call for help.
Tezrien on 2012-12-13:
Web sites are often not affiliated with the brick and mortar stores. I am sure the person you talked to locally had known way of knowing what the website sells (merchandise for web sites can be kept in multiple warehouses in many locations) and honestly had no way of helping you. However if you had taken the time to looks on Kmart's site under the "Contact Us" link there are multiple ways to talk to someone that probably could have. Here is the link to that area of their site. Good luck to you.

http://www.kmart.com/csemail/nb-100000000000009?adCell=WF&adCell=WF
Susan on 2012-12-13:
Traditionally a size medium is a range between 8-10 and items can only be ordered as small, medium or large, not the numeric size.
clutzycook on 2012-12-13:
So you ordered from online, but you called a physical store to complain? The stores and the websites are more often than not separate entities and one usually doesn't have anything to do with the other (with the exception of the return/refund/exchange of online orders). That's why you may find an object on a store site that is cheaper than your local brick and mortar and they refuse to price match. I agree that the salesperson could have been more professional in this situation, explaining where you should direct your complaint; but you should probably try calling the corporate office to get this issue addressed.
gobabyglo on 2012-12-13:
In coat sizing each size fits two dress sizes. medium fits size 8 to 10 not size 8 or 10.You do not get to choose either 8 or 10. Large size is 12/14, extra large is 16/18.
At Your Service on 2012-12-13:
It sounds like the issue has already been discussed that the sizing represents sizing 8 through 10, not 8 or 10.

Knowing that the coat may not fit, it would have been better to find a coat locally, trying it on and purchasing it there. Clothing such as this is always a difficult thing to buy mail order.
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