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K-Mart - Stolen Shopping Cart Nightmare!!
Customer Service Hotline - Complaint
Review by apocalypsedude137 on 2012-02-28
Rating: 
HESPERIA, CALIFORNIA -- I Called 1-866-KMART4U after getting the number off of a shopping cart that had been left in front of my house. After being passed from representative to representative 3 times, I was told by a man who would only give his name as "Ben" that they do not pick up carts on a daily basis, only once a month or so. When I informed him that I live on a 45mph street in the middle of a blind curve, and that as such, their cart was a dangerous road hazard, he expressed his indifference to the situatiom.
He then suggested that I myself track down the individual responsible for the shopping cart theft (my city has 80,000 plus people in it), and also that I should be doing a better job keeping an eye on my neighborhood to make sure things like this don't happen. I told him how ridiculous that sounded to me and asked for his supervisor. He told me that he was a supervisor.
I asked him who supervises him and he told me that no one does. I asked if he was the president of K-Mart, and he did not answer. Instead he blankly asked me what exactly it was that I wanted him to do, to which I responded "I want you to pick up your shopping cart before it causes an accident that might kill someone." He reponded with "If someone gets killed then that would not be our fault. You should not be stealing shopping carts from our store." I could not believe that he would insinuate that I had, in fact, stolen the cart and brought it to my house, and at this point I began to tell him just that, when he hung up on me in mid-sentence. I am now furious, and had to pull this ugly cart onto my own property so that the wind does not blow it into traffic.
I very rarely shopped at K-Mart to begin with, only when it was too inconvenient to drive the extra 5 miles to the next nearest store. K-Mart already had two strikes against it, in my opinion; their store has a) the highest prices of any store in the area, and b) the worst in-store customer service of any store I have ever seen. Now this third strike is the single most offensive experience I have ever had from any store, EVER.
I was threated rudely, and as if I were a pest. Furthermore, I was personally insulted, and ostensibly called a theif. The icing on the cake was being hung up on after all that. I will never again shop at K-Mart, Sears, or any of their affiliated stores again, and will relate this story to anyone who ever mentions the brand to me. It is not very hard to see why their sales are down and their stores are closing all over the nation.
He then suggested that I myself track down the individual responsible for the shopping cart theft (my city has 80,000 plus people in it), and also that I should be doing a better job keeping an eye on my neighborhood to make sure things like this don't happen. I told him how ridiculous that sounded to me and asked for his supervisor. He told me that he was a supervisor.
I asked him who supervises him and he told me that no one does. I asked if he was the president of K-Mart, and he did not answer. Instead he blankly asked me what exactly it was that I wanted him to do, to which I responded "I want you to pick up your shopping cart before it causes an accident that might kill someone." He reponded with "If someone gets killed then that would not be our fault. You should not be stealing shopping carts from our store." I could not believe that he would insinuate that I had, in fact, stolen the cart and brought it to my house, and at this point I began to tell him just that, when he hung up on me in mid-sentence. I am now furious, and had to pull this ugly cart onto my own property so that the wind does not blow it into traffic.
I very rarely shopped at K-Mart to begin with, only when it was too inconvenient to drive the extra 5 miles to the next nearest store. K-Mart already had two strikes against it, in my opinion; their store has a) the highest prices of any store in the area, and b) the worst in-store customer service of any store I have ever seen. Now this third strike is the single most offensive experience I have ever had from any store, EVER.
I was threated rudely, and as if I were a pest. Furthermore, I was personally insulted, and ostensibly called a theif. The icing on the cake was being hung up on after all that. I will never again shop at K-Mart, Sears, or any of their affiliated stores again, and will relate this story to anyone who ever mentions the brand to me. It is not very hard to see why their sales are down and their stores are closing all over the nation.
Comments:
Posted by SteveWiginowski on 2012-02-28:
This is an interesting review. I hate seeing shopping carts in random places where they don't belong, such as in parking spots in a shopping center. I really hate it when I see them outside of where they normally would be found.
When I lived in LA, I would see shopping carts often. Periodically, they would be picked up and brought back to certain stores, so I understand why K-Mart would have this approach.
If the cart was a potential hazard to traffic, I would recommend (as you actually did do) placing it in a different area so that it's not a hazard anymore, just as you would if a trash can blew into the street due to wind.
The supervisor handled it well until the whole cart killing someone conversation, at which point (just going on the story listed), he seemed to get annoyed and was responding poorly.
When I lived in LA, I would see shopping carts often. Periodically, they would be picked up and brought back to certain stores, so I understand why K-Mart would have this approach.
If the cart was a potential hazard to traffic, I would recommend (as you actually did do) placing it in a different area so that it's not a hazard anymore, just as you would if a trash can blew into the street due to wind.
The supervisor handled it well until the whole cart killing someone conversation, at which point (just going on the story listed), he seemed to get annoyed and was responding poorly.
Posted by FoDaddy19 on 2012-02-28:
I kinda hope the OP had the decency to move the cart out of the road, the way this reads it sounds like he/she saw the cart, got the number off the cart and then left it to it's own devices. With that said that's about where the OP's responsibility ends. If Kmart isn't interest in retrieving their property, then into the dumpster it goes.
Posted by BigAl on 2012-02-28:
I agree Steve. If the OP got the shopping cart number she must have been standing right next to it. Hardly a big chore to move it out of the way. She would not be doing this task for KMart, which she stated she disliked, but for the unsuspecting motorist. I am not the sharpest pencil in the box but I would not call an 800 number and expect a truck to be dispatched immediately for cart retrieval.
Posted by Nohandle on 2012-02-28:
The OP clearly states the cart was moved onto his own property out of traffic.
Posted by Anonymous on 2012-02-28:
It's Kmart's property, they need to get it. If it's indeed a traffic hazard, the OP should call the cops and have them deal with it. (Why should the OP risk his life dealing with Kmart's abandoned junk on a dangerous, blind curve?)
I would not want Kmart's junk in my yard, not for a day, not for a month - it's their problem. They should be happy the OP bothered to call at all. The fact that Kmart now knows their property is a hazard puts them on notice - not the OP.
I'm glad I do not shop at Kmart, especially after having read this review.
I would not want Kmart's junk in my yard, not for a day, not for a month - it's their problem. They should be happy the OP bothered to call at all. The fact that Kmart now knows their property is a hazard puts them on notice - not the OP.
I'm glad I do not shop at Kmart, especially after having read this review.
Posted by Churro on 2012-02-28:
First of all the OP did absolutely nothing wrong. Secondly, the twirp manning the k-mart phone line needs to be immediately fired and then a good tar feathering would probably do some good. Third and most importantly it is the stores responsibility to retrieve their abandoned carts in a timely manner. In fact several cities around here will fine stores for abandoned shopping carts. If it were me after I hung up with the Kmart ahole my next call would be to the city.
No wonder Kmart/sears is in the crapper.
No wonder Kmart/sears is in the crapper.
Posted by SteveWiginowski on 2012-02-28:
I think the main thing that people aren't realizing is that someone took the cart to this location. It wasn't K-Mart who put it there and left it there. It sounds like K-Mart has a program in place to collect the carts.
I applaud the OP for attempting to do something, but it doesn't sound like K-Mart is willing to go that extra step to acquire the one cart sooner than they normally will come and get it. Trying to blame K-Mart for a potential accident is completely wrong, though, and may be what set the K-Mart Supervisor to react the way he did.
To be honest, if someone said that I would be to blame if someone died in an accident as a result of someone stealing my trashcan and it now being in the middle of the street somewhere, I wouldn't react kindly.
I applaud the OP for attempting to do something, but it doesn't sound like K-Mart is willing to go that extra step to acquire the one cart sooner than they normally will come and get it. Trying to blame K-Mart for a potential accident is completely wrong, though, and may be what set the K-Mart Supervisor to react the way he did.
To be honest, if someone said that I would be to blame if someone died in an accident as a result of someone stealing my trashcan and it now being in the middle of the street somewhere, I wouldn't react kindly.
Posted by Churro on 2012-02-28:
Doesn't matter. Kmart is responsible for their abandoned carts especially after notification. That's not me. That's the law.
Posted by Anonymous on 2012-02-28:
If my trashcan had my name and number on it, and someone took it and left it anywhere else - in a dangerous spot or not - and I was called about it, I would just go get it and this review would never have been written.
Posted by SteveWiginowski on 2012-02-28:
K-Mart said that they will be picking them up. Don't forget about that.
Posted by SteveWiginowski on 2012-02-28:
Scruffy, you'd drop whatever it is that you're doing and go pick up that trash can? That would be the comparable example.
Posted by Churro on 2012-02-28:
Yeah, in possibly a month. Not only is Kmart responsible to retrieve abandoned carts they are also responsible to take reasonable measures to prevent the carts from being abandoned in the first place. The fact they have an established abandoned cart pickup routine tells me they fail misserably.
There no amount of spin possible to put Kmart in the right on this one.
There no amount of spin possible to put Kmart in the right on this one.
Posted by Nohandle on 2012-02-28:
Did folks actually take a moment to read the complaint? Stolen Shopping Cart Nightmare!! The OP stated he discovered it in front of his home, moved it out of traffic and placed it on his property so no one would be injured. He then reported it and was met with less than a thank you. I don't believe the OP lives at a shopping mall where this is a everyday occurrence and at day's end employees retrieve their carts and roll them back to their store.
Shopping carts are very expensive. If the store doesn't express an interest in having it back then by golly use it for a wheelbarrow, give it to the neighbor's children to use as an outdoor toy or toss out on the trash heap for weekly pickup. The OP did all he could when he reported it.
Shopping carts are very expensive. If the store doesn't express an interest in having it back then by golly use it for a wheelbarrow, give it to the neighbor's children to use as an outdoor toy or toss out on the trash heap for weekly pickup. The OP did all he could when he reported it.
Posted by SteveWiginowski on 2012-02-28:
Sounds like you're assuming they don't take reasonable measures to prevent carts from being stolen from their store. There are only two methods I've seen to prevent people from stealing carts. One is putting in electronic sensors in the carts that can't go past a certain spot, and that was mainly for places like Walgreen's, Rite-Aid, and CVS. The other is to put a bar on the carts so they can't leave the store (saw them at the same places as the other method).
It seems really simple to take a shopping cart from a shopping center.
It seems really simple to take a shopping cart from a shopping center.
Posted by Churro on 2012-02-28:
And it seems equally as simple for Kmart to retrieve one.
Posted by Anonymous on 2012-02-28:
When I see wayward shopping carts in the street, I just move them out of the way.
In some areas here, a person (as well as the business) can be fined for removing a shopping cart from the premises.
In some areas here, a person (as well as the business) can be fined for removing a shopping cart from the premises.
Posted by Nohandle on 2012-02-28:
Steve I expect it is easy. There was a smaller grocery store in my area that had a huge sign up apologizing for the lack of ample carts because they had been stolen. They also stated the cost of each cart they had to replace. People will steal anything.
Years ago I walked into my nearby grocery store and the cashiers were still in dismay. They had glanced out the front window and witnessed an able bodied man and what they thought his son load up one of the handicapped carts onto the back of a truck and speed off.
Years ago I walked into my nearby grocery store and the cashiers were still in dismay. They had glanced out the front window and witnessed an able bodied man and what they thought his son load up one of the handicapped carts onto the back of a truck and speed off.
Posted by FoDaddy19 on 2012-02-28:
I retract my statement about hoping the OP moved the cart from the road, I did in fact miss the bit about "I am now furious, and had to pull this ugly cart onto my own property " My mistake.
Posted by raven2010 on 2012-02-28:
My condo complex is right next to a Sam's Club. we have a lot of elderly women who live here---they walk over to Sam's club, shop, then roll the cart back.
They sometimes leave the cart next to our dumpsters and sometimes on the parking lot or next to an island.
Samn's Club comes and get them and the condo complex has sent notice after notice not to do it---but people still do.
I dont think there is an easy solution---Kmart has a program that does not act fast enough for the OP. yet at the same time, the OP went out of their way to try to help.
They sometimes leave the cart next to our dumpsters and sometimes on the parking lot or next to an island.
Samn's Club comes and get them and the condo complex has sent notice after notice not to do it---but people still do.
I dont think there is an easy solution---Kmart has a program that does not act fast enough for the OP. yet at the same time, the OP went out of their way to try to help.
Posted by *Brenda* on 2012-02-28:
Wow how rude! From what I understand those carts cost a lot of money too. No good deed goes unpunished I guess!
Posted by clutzycook on 2012-02-28:
In some cities, certain stores have put little devices onto their carts that will lock the wheels if they leave the parking area.
Posted by apocalypsedude137 on 2012-02-28:
Just want to clarify, I did not accuse nor mean to imply that K-Mart would be responsible in the horrible event of someone's death. Rather, I was shocked at the indifference the man displayed to the possibility. The main purpose of my complaint here was to shed light on the man's general attitude and the way he treated me rudely and offensively on the phone. I never expected to have someone immediately retrieve their cart, but I feel that a month is too long for me to have to babysit their property. I'm sure that these carts are quite expensive, and that the cost to retrieve one would be substantially less, or they would not do it at all.
My main point here is that I was treated extremely rudely for trying to help them recover their stolen property in the first place. After all, I was only doing exactly what it says to do on the cart itself if the cart is found. And I will never forget that this man actually accused me of taking the cart from the store in the first place. Hope that helps.
My main point here is that I was treated extremely rudely for trying to help them recover their stolen property in the first place. After all, I was only doing exactly what it says to do on the cart itself if the cart is found. And I will never forget that this man actually accused me of taking the cart from the store in the first place. Hope that helps.
Posted by Anonymous on 2012-02-28:
Stores need to start hiring cart chaperones aka concierge service. Just like the old days...the employee wheels your cart out, unloads your groceries/stuff into your vehicle and brings the cart back inside.
That's good service and helps the unemployment rate.
That's good service and helps the unemployment rate.
Posted by clutzycook on 2012-02-28:
that would be great just, but what is the replacement cost of a shopping cart versus the annual salary of a cart chaperone (even if you paid them minumum wage).
Posted by Anonymous on 2012-02-28:
No idea Clutzy, but it seems like it would solve the problem.
Posted by TheRealKramer on 2012-02-28:
Let's say the carts cost about $100, and the guy makes $8 an hour. Seems like if he stops one cart theft a day, he pays for himself, anything else he catches is gravy. On top of that, any extra customer service a store provides can't hurt.
Posted by Venice09 on 2012-02-28:
Apocalypsedude137, thanks for the additional explanation, but it shouldn't have been necessary. Your original post was quite clear. Sometimes I wonder how employees like that get jobs in the first place. Ben must offend a lot of customers, which is not good for business.
My understanding is that the carts cost much more than $100. Paying someone to keep track of them is a good idea and could save a lot of money.
My understanding is that the carts cost much more than $100. Paying someone to keep track of them is a good idea and could save a lot of money.
Posted by clutzycook on 2012-02-28:
I guess it would depend on how many carts go missing in a business every year. Plus, you'd have to hire more than one cart person, depending on the size of the store.
Posted by jktshff1 on 2012-02-28:
disassemble it and put it in the trash.
Good review
Good review
Posted by Anonymous on 2012-02-28:
Because sometimes I'm a nerd, I decided to Google it and see if anything came up. According to one article the estimated loss per year of stolen carts is around $800M globally.
I'd rather see businesses spend $$ on hiring more staff to haul groceries/stuff out for customers and return the carts to the store, then spend $$ on grocery cart boots...or even grocery cart repo men. Who knew there was such a thing? Not I.
I'd rather see businesses spend $$ on hiring more staff to haul groceries/stuff out for customers and return the carts to the store, then spend $$ on grocery cart boots...or even grocery cart repo men. Who knew there was such a thing? Not I.
Posted by Venice09 on 2012-02-28:
Good info, just. When my son worked in a supermarket, he was trained to do many jobs, carts being one of them. This service should be included in an employee's job description for the day. It might not create new jobs, but it would keep the existing employees employed.
Posted by andbran on 2012-02-29:
i think you should put the cart out on trash day. maybe when kmart has to buy more carts they will start keeping track of them
Posted by Starlord on 2012-02-29:
Shopping carts cost about $400 on average, accoeding to a program showing how they are made. Some places put an electronic barrier at the parking lot perimeter that cause the wheels to lock when they try to pass that point. I don't know how much that adds to the cost of each cart, but it would stop the theft of the carts. The K-Mart in Casa Grande, AZ put long pieces of aluminum conduit on the wheelchairs they had after several were stolen. I had a golf bag stored on a top shelf fall on my once, when the conduit knocked it off the shelf, so that is not a feasible solution, eithee. Some cities have enterprising people who patrol the streets and alleys of their neighborhoods, collecting carts and returning them to the proper stores. They negotiate a monthly contrscat, propbably similar to the security patrol company I once worked for. I would try that, if I were physically capable. It seems to be a pretty good business.
Posted by Venice09 on 2012-02-29:
Four hundred dollars sounds closer to the number I heard because I remember being flabbergasted by the price.
Posted by Ron J on 2012-03-05:
Hey, there's an app for that! CartSnap (www.cartsnap.com) has an iPhone app specifically designed to address this problem. Just take a picture of the lost cart with the CartSnap app, identify the store it belongs to, submit the report and CartSnap will do the rest. (Also see www.returnshoppingcarts.com)
Posted by TLSmith on 2012-05-29:
I think I read this complaint over on "PLantFeedback"
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