Kmart Complaint - The KMART.com policy: Buy another... and another... and another...
I am frustrated, furious, and I really don't want any person out there to have the same experience or stress that I am going through. I truly want justice for myself, and to do whatever I must for this corporation to alter it's practices, and make the act of doing business less of a hardship for the consumers from which it prospers.
I have paid money for products I do not have in my possession, have not been refunded, and have been treated so badly by every aspect of the customer service chain that I honestly can't believe that my situation is unique or isolated. Something needs to change... and I intend to be part of the solution to the KMART/SEARS problem.
As a brief summary of what follows, this is where I am: I currently have the debt for 2 armoires plus tax and a shipping charge; a broken promise to my 10-year old stepdaughter; loss of income due to trying to resolve the problems with KMART/SEARS; and major stress because of this whole debacle. What I don't have is my money back, or either of the armoires...
Here are the facts my distress, but I have withheld a lot of the drama and horrible treatment I received from many of the individuals I have spoken with at KMART/SEARS while trying to reach a resolution. The following information has been submitted to both of credit card companies, the Better Business Bureau, ConsumerAffairs.com, and RipoffReport.com:
On May 31, 2007 I purchased 2 items from KMART.com. 1) 1 Madison Collection Armoire 2) 1 Madison Collection Dresser The items arrived, however, I discovered the armoire was damaged when I went to unpack it for assembly. I contacted KMART.com on June 16, 2007 regarding this issue, and they internally issued an order for their contract carrier, UPS, to pick up the damaged armoire.
KMART.com refused to replace the damaged item at their expense, and informed me that in order to have receipt of a replacement, I would have to purchase another armoire. Because time was an issue, I purchased another armoire, charging it to my Washington Mutual account. KMART.com agreed to negate the shipping charge of this order.
If the shipping charge was credited to my account with Washington Mutual, it is not being reflected on my on-line statement; however, a Washington Mutual Service agent indicated that KMART.com has issued a $49 credit. At this time, I was told that my Barclays (Juniper) account would have all charges removed relative to the damaged armoire. As of today, 6/26/07, KMART.com has failed in this obligation.
On 6/20/07, UPS picked up the damaged armoire from my residence for it\'s return to KMART.com. KMART.com verified that this act is recorded in their internal records. I have no tracking information relative to the return, as it was handled by the merchant, at the merchant\'s expense. The second purchased armoire never arrived at my residence. The scheduled delivery date was 6/20/07.
KMART.com informed me that their agent, UPS, was returning the item to KMART.com, because it was again damaged in shipping. UPS has verified this information, as reflected from the tracking number indicated on my shipping confirmation. The item was returned during the original shipping process, and never left the hands of KMART and/or KMART\'s agents.
Once again, I was told that a credit for this purchase would be issued, this time to my Washington Mutual account. Once again, KMART.com refused to replace the item at their expense, and instructed me to purchase yet another armoire. I refused.
As of 6/26/07, KMART.com has failed to credit either my Barclays or Washington Mutual accounts. KMART.com has been in possession of both purchased items since 6/20/07, and in possession of over $500 between the two orders for the same item.
I have contacted KMART.com repeatedly, have spoken with no less than 7 customer service reps, 5 supervisors, and 3 different individuals at KMART.com/SEARS Holdings Corporate Offices, between 06/16/07 and 06/26/07.
The individuals at the Corporate offices represent themselves to be \'Executive Assistants\' empowered with executive authority, however, they are unwilling or unable to correct the situation or issue credits, and refuse to allow me to speak with any corporate officer or individual who holds a title or position that may allow for resolution.
KMART.com can be reached online or at 1-866-562-7848. The executive offices, which fall under the parent company of SEARS Holdings, are located at 3333 Beverly Road, Hoffman Estates, IL 60179; with a phone number of 1-847-286-2500. Please be advised that if you contact the executive offices through the above number, the individuals at that location are very quick to transfer your call to KMART.com customer service.
I not only am adamant in disputing every penny associated with the armoire purchases as reflected on my Barclays and Washington Mutual accounts, but I am willing to support any avenue available to protect other consumers from the practices of KMART.com/SEARS Holdings.
7/12/07 Since KMart has received the complaint I have filed with the BBB, I am finally getting at least a bit of attention. KMart has credited back the purchase prices and one shipping charge. This is at least progress. However, I am still fighting for not only the other shipping charge to be refunded, but also the SALES TAX!!!! Wow.
There is a possible class action suit. Working with an attorney who has interest in handling this case.
I will keep you update as things continue to evolve. In the meantime, spread the word! Help me in my quest to make this money-machine corporation accountable, and saving others from this aggravation.