Kmart.com Complaint - Kmart and Sears Ripoff
Yesterday I visited the Kmart website to purchase Christmas presents using their online layaway. I made my selections and checked the box indicating the purchase was "layaway". I proceeded to provide my personal billing information, etc. and when I submitted the order realized it had not been processed as a layaway, but as an outright purchase. I IMMEDIATELY called customer service, explained what happened and the CS representative purported cancelled the order. He even told me after I explained the bug on the website that I had reached the "right person" to cancel the order. He went on to say I would have an email within 24 hours verifying the cancellation.
Today I went on the my bank website to verify a deposit and to my shock and horror found that Kmart/Sears had debited my account for the order. Not only that, they had actually debited my account TWICE for two of the items.
Again I immediately called customer service. I finally spoke with a "manager" and the long and short of it was that although she admitted the original customer service representative had given me erroreous information and admitted there was some type of error made resulting in the double charge there was nothing she could do to immeditately correct the errors made by the company.
According to her, Sears (parent company of Kmart) can immediately hold funds in my account (hence the charges today) but first, the 'cancelled' order was never, and could never be, cancelled. Two of the items had already been shipped, one item was out of stock and the final item was "in process" and that couldn't be stopped. She went on to say the double charge would "drop off" in 7-10 business days.
So Sears can immediatey (electronically) notify my bank that they want funds held - twice - but it appears they can not immediately (electronically) notify my bank that those funds don't need to be held! The errors made by a bug on the website, erroreous information from a CSR and an error by the 'system' which double charges are now apparently going to cost me to be out my money (while Sears uses it) 7-10 business days. I want Sears to immediately make amends and put the money they have taken back into my account. I did not cause this, you did.
I haven't dealt with Sears in years because of poor customer service and have never dealt with Kmart and can promise you I will never, ever purchase anything from them again. I know my measly few dollars means very little to their bottom line. I just wanted to warn anyone else that their "pride in customer service" means too bad, too sad when they make an error!
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