On December *nd we placed many items on Lay away for Christmas for our Children. On De...

GetHuman1817333's customer service issue with Kmart from December 2018

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The issue in GetHuman1817333's own words
On December *nd we placed many items on Lay away for Christmas for our Children. On December **nd the lay away was paid and we picked up our items. Before leaving the store we checked the box we were given and found That several items were missing.*After having to wait over ** minutes for an associate to return to lay away we were told that these items, that we put on lay away and had already paid for in full were lost. These were items Specifically for Christmas for our Children. Many of which the store no longer had in stock.*Now we have to struggle to find replacement items elsewhere with only * days left until Christmas. Not only that, but the Staff at your Petaluma, Ca. store offered no apologies and seemed to only want to get us out of the store as quickly as possible, not caring that THEY had lost the items and we no longer had the gifts we had picked out for our children.*It is completely unacceptable for for a store that offers lay away to be so incompetent that they would lose a customers items , especially being so close to To Christmas. to make matters worse, the two associates we dealt with made it obvious they were annoyed by us being upset about their incompetence. One of them was completely rude and unapologetic acting as if were were a mere annoyance. Neither of them took any responsibility for their incompetence nor showed any sympathy for our situation. I worked retail for many years. My Wife still does. We understand that sometimes things happen but I have never been so outraged at a companies handling of a problem, or that this issue happened in the first place. What is the point of having a lay away program if you cannot keep track of your customers items? Acting indifferent and showing no empathy to your customers when you are at fault is a VERY good way to be certain a customer never shops at your store again and is sure to tell everyone they know about their experience.

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Customer service issue
Reported by GetHuman1817333
Dec 23rd, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 835 others
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GetHuman1817333 started working on this issue
Dec 23rd, 2018 7:39am