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Bad Customer Service.
Posted by Panicucci17 on 09/23/2012
PENNSYLVANIA -- We recently bought a refrigerator from K Mart. We picked it up our selves.

When we got it home, we found that the bars that hold the food on the freezer door were the wrong ones. I went back to the store and was told that they could not help me and I would have to call customer service. I was on the phone with someone in Texas for an hour and 20 minutes. I was told they could not send me the parts, a service man would have to come to the house. I took the day off work. When the man came he ordered the parts. I got a package several days later. I got one rail when I needed two, and it was the same thing I already had.

I went to Sears thinking they are the parent company and they could help. I was told if I bought it at K Mart, then K Mart would have to fix the problem. Back to K Mart I go. The manager called customer service for me, put me on the phone and I went through the whole story again. I ordered the parts for my freezer door. That was months ago, they never came. My son cut off the ones that came with the refrigerator to make them work. They look horrible and aren't very sturdy. I know I should keep after them, but I am just so tired and frustrated with the whole situation.

How hard is it to find the right parts. Obviously for Sears and K Mart, very hard. I will never shop at either store again.

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Posted by trmn8r on 2012-09-23:
Wow, helpful review.

You're right - getting customer service today often takes Herculean efforts. I'm going through this right now, and was tempted much earlier in the process to give up. I haven't yet.
Posted by HonestForSure on 2012-09-24:
Specific mfr parts are carried by the....manufacturer. Of course you'd get the runaround from the retailer's customer service. They're not parts distributors. Did you call the mfr customer support or go online and send an email???? Sears service is done through A&E. Did you call your local one? All this is not new info.
Posted by SearsCare on 2012-09-24:

My name is Greg and I am with the Sears Social Media Support team. I came across your post and I wanted to reach out to you and apologize that the bars for your freezer door are incorrect and for the difficulties you have encountered trying to get this situation resolved. We would like to speak with you about your freezer to see what we can do to help correct this issue so you will no longer be frustrated by this.

At your convenience, please contact our office via email at smadvisor@searshc.com and one of our case managers will get in touch with you regarding your refrigerator. In the email, please provide a contact number and the phone number you provided at the time of purchase (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (panicucci17) in the email for reference to your issue. Again, we’re sorry for the frustration the problem with your refrigerator has caused you and we look forward to speaking to you soon.

Greg G.
Sears Social Media Moderator
Sears Social Media Support
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Bad Customer Service
Posted by Christinacotton on 09/03/2012
PEACHTREE CITY, GEORGIA -- I was buying a buy one get one free Joe Boxer pajama's for my daughter. The items did not ring up buy 1 get 1. I had to walk the sales woman back to the girls department to show her. Michelle stopped at customer service to talk to the manager. She took off one outfit for 14.99 but charged me 1 cent for the other. She said that was the only was she could get it to override in the system.

It is always something with Kmart every time I shop there. This might be the last time too.
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Posted by FoDaddy19 on 2012-09-03:
It would be reasonable IMHO for the cashier to verify that the item was indeed on sale if it didn't ring up correctly. And some POS systems need to have an amount entered for an override.

Sorry, but I don't see anything that could be construed as "bad customer service" here.
Posted by unhappy999 on 2012-09-03:
I think the complaint is because she was charged a penny for the free item. I agree, I don't think this was bad customer service. If something doesn't ring up right, they have to go and check because if they did an override based on what a customer said and it was not correct, they could lose their job. I don't blame the person for checking the price, they were doing their job.
Posted by TIRAMASU on 2012-09-03:
I so understand your complaint. We only have a Kmart in my town and I only shop then when it's the only possible thing to do. 95% of the time there is an issue with someone at the checkstand. You have to watch each and every item rung up or you're forced to take it to customer service to get reimbursed for the error (usually overcharge as not much is even priced or it's incorrectly priced). I do have to agree that it's not really the cashiers fault and I take pity on most of them. There's never a manager up front or anyone who can help a cashier. I'm sure the ones that are rude are just tired of the terrible way Kmart (dis)organized. Very poorly designed way of running a store.
Posted by melissa253 on 2012-09-04:
I don't see where the CS was "bad" If the free item wouldn't ring up 'free' then the next best thing to do is to ring the item up for a penny.
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Posted by The4eddings on 07/31/2012
SPRINGFIELD, MISSOURI -- Be the worst in the world. I have never had anything but trouble at this Kmart, but the others never have stock and this one always does. (I think simply because people won't go in there) I decided to brave it today because I had simple trans.
tide 11.97
Downy 5.00
socks 6.99
2 olay face cleansers 3.59
2 ol bw 5.79
1 all 3.50
2 ivory@ 1.79
just a little over 50.
no card and no p and g

It was a male cashier, the hateful girl comes over from service desk to check my coupons. (she ALWAYS does this.) She has yet to be able to reject one of my coupons. I am using them correctly. She started in saying I didn't have enough olay to use both, she said I had to buy 4 bw to use to coupons. I stated that you have to buy cleansers to get the bw free. She said she didn't see cleansers. I picked them up and showed them to her. She kept mumbling and being rude and snarling.

I asked her if she would like to see my next set of coupons. She said yes, she has to make sure they are correct. (hatefully) I said ok, but before you accuse me of anything, please read the coupons. Well needless to say it did give me the gift card, nor did it print p and g. She started saying its after coupons and discounts. I said no, manufacturers coupons count for the total, she said no, she has worked there for years. I told her I have shopped there for several, and knew how the promos worked.

She kept on saying how she knew everything about Kmart, so I pulled out the 15 gift cards that I got yesterday and showed her. She said, you SHOULD have spent over 50 each time. OMG!!!!!! She is unbelievable. I asked her about the p&g and she said it was not her job to know the promotions, because she is only part time. Customer service shouldn't know promotions? If they are going to accuse people of wrongdoing they should at least read the coupons!!!!! I asked what exactly her job was...to harass customers?

She then started in about extreme couponing and how much people like me cost the store. I had 9 coupons!!!!! I said are you accusing me of stealing? She said, it is like stealing. Wow. I asked if it was her job to be an a@@hole, and she said that she wasn't being and a@@hole. She said it was sad how they were on extreme couponing and how people are ripping the store off and that I am in there too much.

I go there about 3 times a week, but hadn't been since the first week of July because I have been out of town. I also am unaware that there is a limit on how much you can shop. Becca argues about the bw coupons and said I didn't have enough stuff to use 2 coupons. The male that should of been ringing things up was so nervous and he was never rude. Becca was the problem. I spent 300 dollars in cash yesterday at Kmart and then am treated like this. I had a friend with me who saw the whole thing. I asked corporate to pull the tapes and watch how this went. I have had a few other run ins with Becca when promos didn't work right and all she would say is that I did them wrong. Limits, always something besides a real answer.
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Posted by Tezrien on 2012-07-31:
Bottom line is this: Have you talked to either the Store Manager of the Regional Manager? If not you should.
Posted by leet60 on 2012-07-31:
In reality your use of coupons cost the store little if anything. If you bought other items at full price any loss they had was negated. In addition the store is recompensed for the coupon value plus a small amount over and above.
Posted by FoDaddy19 on 2012-07-31:
I'm kinda torn, I agree that the woman was being rude. At the same time personally I absolutely loathe "extreme" couponing, 9 times out 10 they will hold up the check out line for everyone else and the worst ones will clear out a shelf leaving nothing for other shoppers, granted stores now often have limits on sale items, but some foolishly do not.
Posted by yoke on 2012-07-31:
The OP was far from extreme couponing. Just because she had a coupon for the items she bought does not mean she was an extreme couponer. She only bought what was on the coupons and did not take everything off the shelves like extreme couponers do. Thanks to the extreme couponers the rest of us suffer. If I were the OP I would report the incident to the GM.
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Battery Core Return
Posted by Sparky71174 on 07/01/2012
I bought a new battery for my vehicle last Saturday. When I tried to return my core to the store I was told I had 7 days and since it is now 8 days they would not take the battery or give me my core amount back. I call the customer complaint line and basically got told that it sucks to be me. I find it hard to believe that a company can afford to lose a customer of 18 years over $15.00.

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Posted by jktshff1 on 2012-07-01:
This should be tagged as a complaint, not a compliment.
Please explain why an exception to the store policy should be made.
Posted by trmn8r on 2012-07-01:
Only 7 days to return a battery core is absurd. Hopefully you can find a place that will give you some cash for that core.

Was the 7 day policy clearly stated on paperwork that you received when you bought the battery?
Posted by Recycle guy on 2012-07-02:
Take it to your local scrap dealer. You should be able to get at least $10 for it there. Most auto part retailers only give 48 hours for a battery core return, and you're lucky if you can get $10 out of them. I collect car batteries, boat and motorcycle batteries and emergency lighting system batteries and take them all in once or twice a year (depending on how many i have stored up). I can make a nice bit of cash from doing that and it keeps them out of the landfills.
Posted by trmn8r on 2012-07-02:
That is interesting, Recycle Guy. I didn't realize such short core return periods were common.

The only good reason I can think of is scrap prices change almost daily, but I doubt that they adjust the core charge very often. Sounds like a way to encourage illegal dumping and ripping off those who dawdle and miss the deadline.
Posted by FoDaddy19 on 2012-07-02:
Alternatively you can just bring the old battery with you when you purchase the new battery. That's what I do. That way you don't have to worry about core charges.
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Refund Complaint
Posted by Chucklin5672 on 06/26/2012
NORTH CHARLESTON, SOUTH CAROLINA -- I buy a bike at KMart. The following week it goes on sale. I make the call to see if I can get a refund of the difference between what I paid and the sale price. Because it is more than 7 days since the purchase (it's been 9 days), they WON'T refund the difference. BUT if I want to bring the bike back they will give me a full refund. Does anyone at KMART have any brains. How stupid. I'll bring it back, get my money and go to your competitor to buy a bike.

When I spoke with the customer service people on their 800 number, they told me it was up to the store manager to make the call on whether or not to refund the difference. When I called the store manager (who did not give me her name on the phone), she said absolutely not. If it's outside the 7 days they will not refund.
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Posted by trmn8r on 2012-06-26:
This is a standard policy in retail. If you think about it, they can't allow an unlimited time to "take advantage" of a sale price if the item is purchased when it isn't on sale.

I'm impressed that they match the sales price at any time other than when it is on sale.
Posted by Susan on 2012-06-26:
It is Kmart's corporate policy to refund the price difference if an item purchased goes on sale for a lower price within 7 days. They have to draw the line somewhere and unfortunately you were 2 days late.
Posted by copper_works_ on 2012-06-26:
Absolutely, a Sears or Kmart manager can override that policy. The price difference would probably be given in a store credit. But yes, it can be done. It seems the manager was having a bad day.

They can also take the reciept and return the item and have you rebuy the bike, to get a the full refund without a store credit.
It would be the same as returning the item without you having to drag it in.

Posted by onlooker on 2012-06-27:
Come on you don't like their 'rule'. It is their store and you have the right to not go there.
What did you / have you / done? Did you get the return handled as you wanted?
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Posted by Jcon1961 on 06/10/2012
I recently purchased a patio set from the Kmart on Military Hwy in Chesapeake Virginia. I came in to the store and sat on a chair of the furniture while my husband went looking for a sales associate. While sitting there a staff member noticed me and asked if he could help me not waiting for me to ask him. He immediately found the furniture in stock and brought it to the front of the store. There the manager was present and made it easy for us to wait for the truck we had called for to come and pick up the furniture. Both the cashier the manager and especially the floor associate were very polite and made this purchase a pleasure. Thanks for the great service.
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Posted by trmn8r on 2012-06-10:
That IS great customer service. K-Mart has evidently come a long way from the days when it sold exploding patio furniture with Martha Stewart's name on it.
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Diehard Battery Return
Posted by Hairless5 on 05/28/2012
ELKVIEW, WEST VIRGINIA -- I purchased a Diehard battery for an ATV, 2 weeks ago. I returned the old battery to the store in the box of new Battery. The reciept was in the box.

Put acid in battery & battery bubbled over & acid sprayed all over my face & arms. I Had to make a b line to the shower. The battery still swelled up $ bubbles over. I'm scared to mess with the battery now.

I tried to take the battery back to the store without the receipt, but they will not replace or help me without the receipt. I have been customer for many years.
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Posted by DebtorBasher on 2012-05-28:
I just have too many questions to ask about this one...I'm sure the other members will ask, so I'll just pass on this one.

Thanks for your review.
Posted by old fart on 2012-05-28:
there probably was water in the new battery to get that kind of reaction, or some other fluid.

You were lucky!
Posted by trmn8r on 2012-05-28:
Is this "bubbling" occurring when you try to charge it, or when it is just sitting there on the bench? If during charge, how much current is it charging at?

Losing the receipt puts you in an awkward position.

If I were you, I would take the battery to a Sears and explain the symptoms to someone in automotive repair, and try to get an explanation.
Posted by fast327 on 2012-05-29:
I don't understand the act of putting acid in a new battery. All the new batteries I have every bought come ready to install and are already filled with the correct amount of acid.
Posted by trmn8r on 2012-05-29:
fast -> look up the owner's manual for Diehard ATV batteries at Sears. They come with a separate electrolyte container, and the user puts it in and then gives the battery its initial charge. I've never heard of it before either.
Posted by hairless5 on 2012-05-29:
The new battery han no acid when purchased, the acid comes with battery & you put acid in battery. when caps were put on battery the it swelled up & bubbled over. Battery was dry when purchased. Charger is only 6 amp & was not used but a couple minutes & when battery started to bubble, charger was removed. Battery bubbles over without charger. still swelled after 3 days, and still bubbles,caps under preasure . if caps are removed acid will spray out.
Posted by trmn8r on 2012-05-29:
A discharged frozen battery can swell and act like this, but otherwise I don't know why it would happen. I'd take it to a Sears service center and see if they have any comment.
Posted by old newfie on 2012-05-30:
I bet I know what your problem is, if it has 6 caps there must be a vent on the side of the battery. That vent has a plug in it that must be removed before you fill it> If you don't the battery can explode. The cap covering the vent is usually red,remove it cause that's what stops the battery from building up pressure when its being charged>. If you tell me the part number of the battery i can verify this for you.
Posted by trmn8r on 2012-05-30:
Hmmm -> old newfie appears to have an excellent suggestion. Look at page 10 (PDF page 12) at this link:

The instructions are a little confusing. In step one, there are really two things to do - remove the cover over the cells (one of three ways) AND remove the vent cap.

This could well be the cause. Excellent advice!
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Promised Refund
Posted by Gannonkelley on 05/15/2012
In early Feb. 2012, I ordered a pair of shoes on line at Kmart.com. After ordering the shoes, I received a confirmation the shoes would be delivered via UPS on Feb. 6th. I waited until Feb. 7th and called and told Kmart my shoes had been delivered to a warehouse and signed for by "Clyde". I stated I do not live at a warehouse and requested the pair of shoes. The supervisor told me for my trouble and inconvenience I would be credited the price of the shoes and some for my inconvenience, for a total of $18.50. I was told to wait 2 billing cycles for the credit to be received. I called back in April and was told the refund should have been issued. Give an additional 30 days. I have done that and still no refund.

Kmart doesn't seem to think they owe me these funds.

Any assistance please?

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Posted by trmn8r on 2012-05-15:
If you bought these with a credit card, you could have disputed it. It may be too late now. I'd keep calling and bothering them. Is the total only $18.50? I hate to say it, but depending on your stamina and how difficult it is to deal with them on the phone you may want to give up.
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Loss Prevention Interview Complaint
Posted by Cutiepie22020 on 05/09/2012
HERNDON, VIRGINIA -- I applied for a position in loss prevention part time. On Monday-May 7, 2012, I met with Tony and his boss, the loss prevention supervisor. Later on that day, Tony called me for a follow up interview. He told me to arrive at Kmart on Wednesday-May 9, 2012 at 9 am and he told me that Jay would interview me. I arrive right on time, and I meet Jay. He tells me that Tony did not let him know what time the interview was supposed to be. He was not prepared because he did not have any of my information and application. He made me wait around 20 minutes because he had to help a customer. Then, he tells me that he has a conference call at 9:45 and tells me if we can reschedule the interview.

It was very unprofessional of him to not be prepared to interview me. I live 30 minutes away from Herndon, so this was a waste of my time and gas. I am also a college student and have a lot of homework and I don't have enough free time. The loss prevention supervisor told me that he believes in punctuality and responsibility, but his staff now does not possess those values. I am very displeased with the loss prevention department at Kmart in Herndon, VA.
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Posted by Kris10 on 2012-05-09:
It sounds like there are some communication issues in the department there. Did you reschedule the interview?
Posted by Anonymous on 2012-05-09:
It was unprofessional of Tony to not tell Jay that you had an interview with him. Jay is not to blame here. He had other commitments to attend to because of lack of communication.
Posted by CowboyFan on 2012-05-09:
When one is looking for a job in a tight job market, one has to put up with a lot of ***. There are three ways of handling this: 1) accept there was a communication problem, get over it, keep a positive attitude, and still try to get the job; or 2) Stay upset, have a negative attitude, which will not help you get the job when you do the interview; or 3) decide this is not the type of place you want to work.

It takes a while to realize that when you want something from someone, e.g. job, a big sale, the world does not revolve around you, but around them. That is why sales people sit for long time in reception rooms to see someone who could buy their product - its just the way life works.
Posted by MRM on 2012-05-09:
I agree with Cowboy, that if Im desperately looking for a job, I'll take any excuses as long as they give me a job.
Posted by Churro on 2012-05-09:
Take this as one of them big red warning flags that this is probably not a job situation worth exploring. I'd tell them screw off and take my application elsewhere. Just because it's a tight job market doesn't mean you have to be desperate or sell yourself short. In fact if you start doing that now it will set a bad precedent for the rest of your life.

Good luck!
Posted by onlooker on 2012-05-09:
If you want the job, do what you need to do. Cowboy's advice is something reflect on. Your attitude makes me not want to hire you - one must be flexible, even when very disappointed.
Posted by jktshff1 on 2012-05-10:
Could it be they were testing your attitude under stress?
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Look At Your Receipts!!!!
Posted by Churchbells82 on 05/07/2012
I went to Kmart for some last minute baby items. I was charged for an item that I didn't purchase. I did get my money back. I'm glad that I looked at my receipt. I should have looked closer because when I got home I saw on my receipt that I was charged twice for one storage bin. That's two mistakes which might have been on purpose so that he could collect at the end of his shift. The guy scanned my item twice and I have not went to get my money because it's going out of my way for not a lot of money.

If you don't want to be cheated and robbed and sent out on a wild goose dollar chase you have to check your receipts before you leave Kmart. What kind of hiring do they do?
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Posted by Anonymous on 2012-05-07:
I doubt the cashier rang you up twice so he could collect extra money. Humans make mistakes. I've accidentally rang up the same item twice at the self service checkouts. I didn't do it on purpose, it was a mistake. The good thing is that you noticed and now can get a refund
Posted by Anonymous on 2012-05-07:
You don't really think that cashiers get to keep cash overages at the end of their shifts. Do you?
Posted by jktshff1 on 2012-05-07:
Good point to check before leaving.
Posted by trmn8r on 2012-05-07:
If he rang the same item twice, he couldn't pocket the money received. The store would get it.
Posted by CowboyFan on 2012-05-08:
Why would the op jump to the conclusion this was robbery--sounds like an accident to me. The bulkier the item, the more likely the item will accidently scan, while the clerk is trying to get the item into position to scan, which the clerk then does resulting in a double posting.

This review is helpful, because it shows the need to have a rough estimate of what your total bill will be before you get to the register, so if the amount is dispropotionately high or low you can catch it right then.
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