Kmart - False Advertising and Full of Lies
7.5' 550 Dual Color LED Pre-Lit Cortland Pine Christmas Tree - Complaint
DUBUQUE, IOWA -- On the Sunday before Black Friday, I received an email from Kmart saying if I was a member of their shop your way rewards card I could receive their Thanksgiving and Black Friday sale deals on that Sunday only starting online at midnight Central Standard time. Needless to say when I went online that was not the case. I went into the store the next day to talk to a customer service representative who looked at my email on line agreed that this was confusing, but the tree that I was looking to buy wasn't on sale like my e-mail said. She even called her manager who could do nothing. She was very friendly and helpful. When I got home, I went online and chatted with a custom service representative from Kmart. Who once I explained the situation, tried to tell me to go to the store and they could help me, which I explained I all ready did. Then the representative told me that an e-mail from Kmart wasn't connected to the online Kmart so
they couldn't do anything (side note the email I received was from the official Kmart site). The customer service representative told me I should hear back within 24 to 48 hours. I waited over 50 hours and heard nothing so I contacted Kmart again via chat. They once again made promises that someone would get back to me and no one did. They gave me a reference number this time and told me they would try to resolve this and call me back. Needless to say I had to chat them again today (Wednesday). This customer service representative told me that they couldn't honor the deal because it was no longer Sunday. I explained I tried to do this on Sunday. We were given a customer service number to contact someone with and did they helped us, told us our store had one in stock and we could get it today for the regular price and then in 5 days our credit card would be credited the $60. Which I have yet to see if that will happen. Then our email said it was ordered and ready to pick up in 5 days. When we called our store they put us on hold for 10 minutes and told us they didn't have any of the tree that they were having on sale the next day for Black Friday.
I called customer service again who told me I called the wrong number at first even though it was the number I contacted before. Then they connected me with someone else. This customer service representative said there was nothing that they could do. I asked to talk to a manager and was told it would take a couple minutes. A couple minutes later I got a manager. Who I then had to put on hold because we got a call from our area store who said they found the tree and we could have it tonight. I went back to the customer service manager asked her if she was the man I just talked to manager and at first she questioned what I said and then she said she was him manager. She told me Kmart was told months ago by the supplier that they would have so many trees so they put them in the add which they add to had together 6 to 8 months ago. I said know she was blaming the supplier she said no.
I said then they shouldn't have emailed me that the tree was going to be sold. I also told her my store said they didn't even get a tree which was false advertising since they were for sale tomorrow she said that my store didn't up date their supply. I did end up going to my store to get my tree finally. Now I am just waiting the 3 to 5 days to see if Kmart credits my credit card for the difference between today and the price they were supposed to give me it to on Sunday or on Thanksgiving day.
Update on 9 Dec 2013: I called KMart/Sears customer service today about the $60 credit which we still haven't received over a week later. Was told that it is being forwarded to their "offline" team and it should be another 2-5 business days. Suspect I will end up calling back again on Friday.