Kmart Customer Service Issues

I visited the only Kmart in my area today to participate in the Hot Wheels Kday event. I arrived an hour after the store opened and was disappointed to find that there was no setup for the event and the Hot Wheels display was almost empty. As I was leaving, I noticed another customer buying a large number of Hot Wheels cases, potentially clearing out the entire stock. I collect Hot Wheels differently, choosing only what I want from the shelf. I was frustrated that one person was allowed to purchase so much, especially since many collectors often return items after selecting limited editions. The event should have been better regulated to give everyone a fair chance to participate and prevent the store from losing money due to potential returns.

My name is Heather Sheehan and my rewards number is [redacted][redacted]. I placed items on layaway (#[redacted]) on 12/2/18 at Kmart #[redacted] and the 10% off discount was not applied as it should have been. Despite assurance from the supervisor, Dave, that it would be fixed upon payment, I'm skeptical. Additionally, items on layaway (#[redacted]) at the same Kmart didn't have the "YULE" discount, while those at Kmart #[redacted] did have the discount but incorrectly labeled at 10% instead of 15%. Another issue is with my free points earned from a promotion in September [redacted], where a cashier entered the wrong phone#, resulting in my points going to someone else's account. Although Customer Service corrected the phone# initially, I only received the first $25 instead of the promised $75 in points over three months. I've faced challenges redeeming my rewards and coupons, like the recent $5 FreeCash coupons. They wouldn't work as expected due to exclusions, and now they've expired, leaving me frustrated with Kmart's processing errors despite my continued loyalty.

I have experienced issues with discounts and rewards at Kmart recently, which has been frustrating. My layaway items did not have the correct discounts applied to them, despite being told they would be. Additionally, a promotion for free points totaling $75 was not credited to my account correctly due to an error in inputting my phone number during a purchase. I only received the first $25 in points instead of the full amount. Even two $5 FreeCash coupons I received had restrictions that prevented me from using them. These problems have made me question the effectiveness of the rewards and discount programs at Kmart.

I need assistance with processing my refund for a damaged order. I was informed that the refund would be returned to my Afterpay account within 24 to 48 hours and provided with a receipt. Despite seven phone calls, two emails, and checking my Afterpay account regularly, the refund has not been processed. Today, I was given a reference number, [redacted]25, to send proof of the refund. I originally placed the order on November 28th and picked it up through click & collect at Sunnybank Kmart Brisbane on December 6th. The item was damaged at Kmart Capalaba, where I was advised to return it and have the refund processed back to Afterpay. However, upon returning it, I was told I needed to pay $[redacted] in cash as it was not purchased from that specific Kmart store. This situation has resulted in me paying $[redacted] for a Luvabella Doll. I kindly request assistance in resolving this issue and processing my return. My order number is [redacted]4.

Hello, I placed an order for laundry detergent on October 31, [redacted], with Order #[redacted]59. Despite updating my address back in April or May, the confirmation email showed my old address for delivery. After contacting Kmart multiple times and being assured that my order would be rerouted to the correct address, the items were still sent to the old one. Even after further attempts to rectify the situation, the order has not been received, and I have been unable to contact them successfully. I visited the old address, but there is no longer a house there to receive packages either. This has been an ongoing issue since October, and I have not received the product. Thank you for your attention to this matter. - Penny M.

I was advised by Customer Service to visit JCPenney to find a similar item, but the cost was four times higher than what I paid at Kmart. I had placed an order with Kmart for in-store pickup, but it was canceled on December 13th without issuing a credit. When I called on the 22nd, I was informed that I had to wait 3-5 business days for a resolution, which would be after Christmas. I believe Kmart can transfer the points to my Shop Your Way rewards card so I can retrieve the item, a Christmas gift for my daughter. Despite multiple attempts, the issue remains unresolved. Additionally, two other items marked as delivered were not received. This has left me frustrated and upset as these items are crucial for my daughter's Christmas, and I cannot afford to repurchase them on my fixed income. It's clear that Kmart's customer service is lacking, and I feel let down as a loyal customer. My order number is [redacted]86. I have repeatedly requested to speak with a supervisor without success during my calls with Kmart. The missing items are Joe Boxer women's Sara Cozy boots (in-store pickup canceled), Bongo juniors sherpa fleece hoodie, and Bongo juniors distressed jeggings. I was notified of their delivery via email, but they were not in my mailbox. I urgently seek a resolution to this matter.

I bought 90% of my family's Christmas gifts at Kmart, spending nearly $1,[redacted]. Unfortunately, a pair of $5 jeans for my grandson didn't fit due to a recent growth spurt. Despite them being beyond the return period, I was unable to exchange them for the correct size. As a disabled and unemployed individual who meticulously plans and saves for gifts months in advance, I find this policy unreasonable. Kmart identified the purchase through my credit card, but still couldn't accommodate the exchange. This experience has left me feeling disheartened and unappreciated as a customer. Moving forward, I have decided to take my business elsewhere and will no longer support Kmart. It's disappointing that such a small gesture of allowing an exchange was denied, especially considering other retailers like Walmart would have handled the situation differently.

On December 2nd, we put many Christmas gifts on Layaway for our children. After paying on December 22nd and picking up our items, we noticed that some were missing from the box. Despite waiting over 20 minutes, an associate notified us that the items we had purchased and paid for were lost. This caused us distress as the items were specifically chosen for our children. The Petaluma, Ca. store's staff showed no remorse, handling the situation poorly. It is unacceptable for a store with Layaway to misplace items so close to Christmas. The associates' indifference added to our frustration. We are disappointed in their lack of accountability and empathy towards our predicament. Maintaining customer trust is crucial, and mishandling such incidents can drive customers away. This experience has left us dismayed and dissatisfied with the store's service.

I visited your store on December 22nd and purchased three items using a $10 off $10 member coupon. Upon checking my receipt, I noticed that I was charged for an item I didn't buy and was overcharged for another item. When I raised this concern at customer service, the staff initially offered me less than the correct refund amount. Despite the incorrect charge being $2 something for the item I didn't buy and $12.49 instead of $9.99 for the other item, the staff member only wanted to refund me $1. I observed another customer in a similar situation with the same item charged incorrectly. After insisting on the correct refund, I was offered points instead of a cash refund. Eventually, I insisted on a full refund of $50 and had to be directed to another staff member who processed the refund. This experience left me feeling uneasy, especially considering the possibility that others might have been charged for items they didn't purchase. This incident occurred at your Grayling, Michigan store. I urge you to investigate to prevent similar issues in the future. Thank you, R. Smith.

I want to share my recent Christmas experience regarding a phone purchase at Kmart for my 14-year-old. Despite being busy with six kids and minimal time, I bought the phone two days before Christmas. Unfortunately, on Christmas morning, my daughter excitedly opened the box to find it had been tampered with - there was only chocolate, an eraser, a lighter, and some miscellaneous items inside, but no phone. This was devastating for her and heart-wrenching for me to witness. Contacting Kmart has been impossible due to the holiday, and I feel frustrated, disappointed, and angry about this situation. I believe the phone was possibly stolen from the package. I urgently seek assistance from Kmart to resolve this issue. Thank you, Theresa.

Tonight, my sister and I visited Kmart with hopes of a quick last-minute gift. Despite the store claiming a 10 PM closure, we found it locked 15 minutes earlier. Coming from a job where closing early is never allowed, I value customer service. Manager Roger's behavior was unacceptable, demanding, and rude. When employees informed us of the 10-minute closing time, their lack of professionalism was evident. One of them even used inappropriate language towards my sister. This escalated into a confrontation where the managers failed to intervene properly. This experience was far from the usual excellent service I expect. The only exception was Austin Prunty, who remained composed and wished us well. The lack of assistance and disrespect we faced at the Lakewood NY Kmart was disappointing, especially on Christmas Eve.

On Christmas morning, my 14-year-old daughter opened the gift I bought at Burwood Kmart, hoping to find a new phone. However, the packet was glued closed, and upon opening it, we discovered a block of chocolate, an eraser, a lighter, and some garden bits, but no phone. Witnessing her devastated reaction and tears broke my heart. As a mother of six with a busy schedule and no transportation, I had worked hard to make Christmas special. The inability to reach Kmart on Christmas Day added to the distress. Kmart must fulfill the purchase I made and explain why this mix-up happened. The product I legally bought was missing, and my daughter was left heartbroken. This situation needs to be addressed promptly. Sincerely, Theresa J.

I purchased the Dorel Belmont Twin Bunkbed on December 17th. The email confirmation stated it was shipped on the next day with an expected delivery date of the 20th. As it is now Christmas and the bed has not arrived, I am concerned. I paid $[redacted] for the bed and an additional $[redacted] for shipping. The shipping is handled by Demar, but when I try to track the shipment using the provided K-Mart link, it is not found on Demar's website. I have called multiple times and have not received a satisfactory response. My order number is [redacted]18. When contacting Demar directly, they have no record of my bunk bed or tracking number in their system. I am requesting a resolution promptly or a full refund, including shipping costs. I insist on either receiving the item or a refund immediately, as this was intended to be a Christmas gift.

I had an unpleasant experience returning Christmas gifts on Boxing Day. The staff member at the counter was very impolite. Despite explaining that the items were gifts, she insisted on scanning them. She then accused me of stealing and made me wait while they checked security footage. After a ten-minute wait, she refused to issue a store voucher, claiming the items smelled like cigarettes. I don't smoke, the gifts were brand new, and still had their tags. I felt offended and mistreated. I intend to escalate this issue, as the treatment was completely unjust. The staff member's behavior was unacceptable, and Kmart should reconsider her role. I demand a sincere apology and the return of my belongings.

On December 27, [redacted], at 5:30 PM, I bought a coat at store [redacted] which was marked 25% off but rang up at full price. The cashier directed me to customer service, where they confirmed the discount but could not apply it without a Rewards membership. Despite previously getting discounted prices on the same coats without a membership, this time I was denied the discount without joining the club. I considered returning the coat but ended up keeping it for a friend in need. However, I am dissatisfied with the situation as I believe I should receive the advertised discounts without a membership. During the holiday season, I spent a significant amount at Kmart and received discounts without a club card. I am disappointed with this experience and would like to receive the discounted price for the coat. My receipt number is [redacted][redacted]23.

Hello, I am reaching out about my Shop Your Way account under the email [redacted] My inquiry involves points associated with an order that was canceled on December 20. I had initially ordered for in-store pick-up but was unable to retrieve it due to a family bereavement. I'm unclear on the status of my points after the cancellation. As a loyal Kmart customer, I've noticed discrepancies in the points I've been receiving lately. It appears that promised points are not reflecting accurately in my account after purchases. I request a thorough review of my account as this recent incident with the canceled order is quite concerning. I would like either the items I ordered or the corresponding points to be reinstated. Thank you for your attention to this matter.

I received my order yesterday on January 8, [redacted], for St. Jude's bear ornaments. I ordered one pink and one blue, but I received two pink bears instead. The cost of each bear was $3.99, so returning them is more trouble than it's worth. I noticed others had the same issue, and I wanted to report it. If the blue bear is no longer available, please update the website instead of sending the wrong product. I was very disappointed not to receive the correct order. My order number is #[redacted]42. Thank you.

Hello, I purchased 3 kayaks at the Altoona, PA store a month ago as gifts. My boyfriend got a flat camo fishing kayak, while my daughter and I got Aruba 10 Sundolphin kayaks. My daughter received a green one with paddles attached, and I got a purple one without the paddles. The store had limited Aruba options, and the green kayak was the only one with paddles. Upon inquiring, the manager mentioned that some come with paddles and some don't, which didn't seem right to me given they were the same type and brand. When I asked him to check for the missing paddles, he rudely dismissed me and said they were not available. I feel Kmart/Sears employees should not treat customers this way, and I believe the corporate office would not approve of this behavior. I've been a customer for a long time and prefer Kmart over Walmart to support smaller companies. I just want to know where my paddles are without having to spend more money due to the manager's lack of help. I hope to hear back from you soon. Thank you, Shelly K.

Kmart's recent handling of returns has left me frustrated and disappointed. As a loyal Shop Your Way member, I expected to be able to exchange some Christmas gifts past the 30-day mark, as stated clearly on my receipt. To my dismay, despite showing the 45-day return policy on the receipt, I was denied the exchange by an unhelpful employee named Leo. The manager, Mr. Hamilton, was conveniently unavailable. Left with $65 worth of items I cannot use, I am appalled by Kmart's lack of customer service and adherence to their own policies. This experience has tarnished my view of Kmart, a store I used to frequent. I plan to address this issue with the appropriate authorities and seek resolution for this troubling situation.

I am extremely disappointed with my recent experience at Kmart. Tonight, I attempted to exchange some Christmas gifts, supported by receipts clearly stating a 45-day return policy for SYW members, which I am. Despite this, an employee named Leo refused the exchange, citing an outdated policy and was unhelpful. Even requesting to speak to the manager, Mr. Hamilton, proved fruitless as he was unavailable. I find it unacceptable that an organization would mislead customers with false return policies and treat them with such disregard. This experience has led me to believe that Kmart is taking advantage of its customers and its employees lack professionalism. This incident has deterred me from continuing to shop at Kmart, and I intend to escalate this matter to the appropriate authorities, the Better Business Bureau, and Kmart's corporate offices until a suitable resolution is reached. I expect Kmart to allow the items to be returned as per their policy.