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 online, 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 already 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 his 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 ad which they add to had together 6 to 8 months ago. I said now 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 update 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.
AUSTIN, TEXAS -- I placed an order like I normally do every yr, but decided I would do a layaway this time. The shoes were buy 1 get 1 free. After finding out 1 of them were wrong size I wanted to change size. Representative told me no, nothing would be done and also the Bogo credit was not showing accurately for shoes.
The representative was very non empathetic, and told me no, she would not remove them. I would have to pay them out and then return them! I told her that was absurd. I just placed order, had made no payment yet. "So you won't help me? I will cancel order and will never deal with you again." She said it cost 15.00 to cancel it, never once apologized for system not giving me credit. Ultimately I will never order from them again. I have ordered from Kmart for yrs so this type of C R A P is why you lose good customers. Stay away.
NEW YORK -- I redeemed $12.00 in points during an online order from Kmart today. I was given a final price of $18.52 after the redeemed cash was applied. Yet my invoice sent to my email says nothing was applied and I was charged $32.00! Quite a difference. I called customer service who kept me on hold for 1/2 hour and then said I was being transferred to another department who would help me. Then I was put on hold again 20 minutes.
The person online said he would have to cancel my order. I would have to order again but then he disappeared and I was cut off. This is illegal... to say you are being charged one amount and then after you click ORDER, the amount is then changed. Horrific experience.
Went to Kmart to look at and possibly buy bike which was on sale for $129.99. They didn't have in stock. Went home and through my Discover rewards attempted to order bike (which directs you to KMART.com) as I would have received an addt'l $25 off. When I went to the pick up at store drop box, it gave me 1 selection which is approx 30 miles away - approx 10 more than the one I regularly shop at. I called customer service, spoke with 3 people who informed me the bike is not available.
Then spoke to "online supervisor" who was condescending in his attitude - in as much as saying "tough luck lady". I sent letters to the 2 top executives of Sears Holdings. No response. Then filed complaint with BBB. Received response from "escalated Service Mngr" who also misconstrued my complaint and unwilling to work with me. At first saying the bike was not listed on the site (which it was) then stating it is and I was the one who did not want to go to the store to pick up. The price offered was $199.99, not the original sale price I originally went for.
Then last week the same bike was advertised for $159.99. No wonder Sears/Kmart isn't doing well financially. They are unwilling to provide decent customer service. So instead of offering me the bike for $30 less than the original advertised price, they are letting a sale just slip away.
In early Feb. 2012, I ordered a pair of shoes online 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?
INTERNET -- I live in Los Angeles where there are numerous Targets and Walmarts. There are only a few Kmarts and Sears within Los Angeles city limits. About a month ago, I was looking for the XBOX 360 Kinect. This product was sold out everywhere, and through a kinect tracker, I got lucky and saw that Kmart.com was selling it for $149.99. I ordered it online, chose "pick up at store", and chose one of the locations in Los Angeles. After I clicked "Submit order", the receipt told me to pick up my product at a Kmart in Phoenix, AZ!
This was obviously an error due to their computer system, so I immediately called the customer service hotline, and have called about 15 times in a 1 1/2 week period sometimes twice a day. I kept getting the same excuses from the customer service representatives that they were unable to cancel my order because "our system is down", and "we cannot cancel an online order at this stage that is processing" (I got this response about 15 minutes after placing the order!). I also got a few "we put a request with the offline team to cancel this order".
I'd say out of the 15 times I called, I only got 2 American people and the rest were all overseas (Philippines or Mexico) people who were obviously reading from a prompter. I even had one who tried to tell me that the error was on my part during ordering. One of the American customer service reps told me to call the actual store where the item was supposed to be picked up. I tried the phone number on the receipt a few times, and the phone number was disconnected!
Using Google, I searched for the store address and found a current phone number. When I called and spoke to a sales representative there, they told me: 1) It is not a Kmart store, it is a Sears Outlet store and 2) They don't sell any sort of electronics there, especially the XBOX 360 Kinect.
I called the customer service reps again after finding out this information and told them what the sales representative had told me, and they still couldn't cancel my order. I told them even if I was willing to drive to Arizona which is 6 hours away, the store isn't even a Kmart that sells the item! After this last piece of information, I filed a complaint with the FTC regarding Kmart's deceptive practices.
During the 2 weeks time all this was happening, the charge was still "pending" on my credit card, and thankfully my credit card company told me that within 10 business days the charge would either have to clear or the credit card company would force it to drop off. Thankfully my credit card company forced it to drop off as of last week. What's funny is after they forced it to drop off, I got an email from Kmart telling me that I have not picked up my order and need to pick it up.
After this incident, now I know why Sears and Kmart are losing money - they're customer service and return policies stink! A lot of stores have excellent return and refund policies, especially when it's an obvious error like my situation, but Kmart's business practices are completely draconian and they do not care about the consumer. Go online and you will see numerous consumer complaints like mine. I even tried to write to the Vice-President of Online Marketing (based on the name, it sounded like someone from overseas) regarding my situation and all I got was a form letter telling me they couldn't cancel my order at the processing stage.
KMart and Sears, I give you about 3 years max before all your stores close down from your crappy service!
FRANKFORT, KENTUCKY -- Attached is the email I just sent Corporate headquarters! You want to know if I am happy or not with my experience, no I am not at all happy, In fact I wanted to let you know that I will never ever do business with Kmart again and will post on my Facebook page to warn my friends as well.
Apparently you "system" has been down since Friday! I have been trying since I placed this order to cancel it. I am repeatedly told that I should call back because the system is down and they can't look at the order. Then I finally get a hold of someone through chat yesterday who assured me that the order would be cancelled and not shipped. I have attached a screen shot showing that. He advised that I would get an email as soon as it is cancelled. When I had not rec'd a response this afternoon I sent an email asking for a response. I rec'd none! So i got back on chat with **.
I was assured by him that I would receive an order cancellation confirmation "within the hour". When two hours later that had not arrived I called. Since then I had rec'd an email just like the one below that indicated CONGRATULATIONS YOUR ORDER HAS BEEN SHIPPED, AREN'T YOU JUST SOOOOO HAPPY TO HEAR THAT! I spoke with a lady who said she could not help me because guess what??? The system is down, she escalated the call per my request to a supervisor, who was very unhelpful. Didn't agree to call me back or say that anything could be done or anything. Just kept saying, "sorry system is down, keep trying us back", "we can discuss what at that time we can do for you".
I plan to send this same email to corporate headquarters and expect a response and compensation of cash back to cover the shipping fees at the very least. No I do not want a gift card, as I stated above, I do not ever plan on shopping with Kmart again. You have lost a customer, and more if I can help it.
LONGVIEW, WASHINGTON -- I have had the absolute WORST experience with an online order... Kmart has failed and continues to fail in every possible way. It's ridiculous! I ordered an item on 11/26, received the wrong item on 12/4 and it's been a nightmare since. First of all, if you call the 800 customer service number, they can't help you because they have to transfer you to their ONLINE people (they should train customer service people in all areas). I have spoken with many of the online people and many are new and have no idea what they're talking about. The first woman I spoke with said she exchange my item and send out a call tag for the wrong item I had.
Turns out that's not how it's done! You have to re-order the NEW item (if it's even in stock which my item was not and the first person I spoke with neglected to tell me this or any info. for that matter). That means you have to spend DOUBLE the money for 1 item, and wait who knows how long (it's been 3 weeks for me) to get your money back for the FIRST item!!! Long story short... I no longer have any item (even the WRONG item) because I sent it back, and I still do not have my MONEY back either.
Kmart/Sears I feel they are an older company and the reason why they're not doing well is because they have not grown fast enough to set up a good solid online system. I would NEVER recommend ordering from them!!! I have been ordering things online for nearly 10 years and NEVER has this happened to me.
Oh, and PS when you speak with the online people and they put you on "hold" but there's no music - they're actually putting you on MUTE so you can't hear what they're saying/doing, but they can hear you - common trick -when they do this, ask them to actually put you on hold - it'll get you faster service. (Because they get in trouble if they put you on HOLD too long, but if they put you on mute - it still looks like they're talking to you).
MICHIGAN -- I ordered 3 items from Kmart. They never told me the order was cancelled and when I called, after I hadn't gotten the delivery, they told me my order had been cancelled (I was not notified) and the reason was they were out of stock. They sure managed to take my money from my bank and they haven't returned it!! I paid by ebill me.
Then today I look online and they are offering the same product for a more expensive price. Funny how they have it now that they've raised the price!! This is bait and switch and I will be reporting them and seeing a lawyer if my money is not returned to my bank account. What a bunch of liars and thieves. Never again will I fall for their scam again. The old saying "you get what you pay for" is not true in this case. You get nothing!!! And they take your money. Don't order from this company!!!