"I brought fitness bike and it mail to me defective. So I called up customers service to see if I can get an exchange, but I could not they wanted me to buy it all over again at a higher price. I brought it during their presidents day sale event for $136.99. When I asked them for a fair exchange, they said they cannot do that and they wanted me to order it over for $169.99 plus tax and shipping. I also tried to return it at my local Kmart. When I went to the store, they only wanted to give me back 93.99 because they don't give back the shipping cost. So I have to sent it back to them through ups. Hope-full I get a full refund. Their service is really bad. I will never shop at Kmart again. They only find ways to get people money. "
"Not very price competitive. Stores are cluttered and dirty. Employees feel uninvolved. I guess that's why they're failing. "
"Kmart sells the same product under 2 different item numbers. I purchased a 3.3 cu. ft. Kenmore compact refrigerator for $139.99 and after I purchased it I noticed it was on sale for $99.99. I contacted Kmart and since it was already shipped they had me go to put in a claim. First they said it was not the same product- that claim was False. Next they said it was "buyer beware" Finally they wrote back:
Thank you for contacting Kmart.com regarding your order number 461612827. I understand that you would like us to make the price adjustment for the compact refrigerator and also understand that you do not have the screen shot.
We regret to inform you that we are unable to make price adjustment for the item, we do honor the adjustment only for the same item number as well as same model number, as you have made your purchase for different item number, we are unable to honor your request."
"They cancelled an item I ordered over a month ago and never refunded the purchase. I tried writing and even calling to no avail. It was a small purchase paid with a combination of credit card and rewards. The customer agents on the phone are exceedingly friendly but we made little progress. Items in one order were also broken up into separate shipments from different locations. When I asked, one phone rep indicated they may be scrambling to find stock for orders. (This was purchased during the post-Christmas season.) The refund is for a small amount of money. However, customer service should count at any price level. While I may shop at my local Kmart, I doubt that I will shop with them online again."
"Got sent the wrong item because employees cant read sku numbers. They cant ship me the item i ordered i have to reorder it. But i still have not been credited my money from first purchase. I will be refunded in about 3my weeks. But if i reorder i wont be charged shipping again. WOW they are holding my 40.00 from the first order in which i got the completely wrong item and they want me to reorder and pay again. They said they cant just ship me what i ordered. I will never shop this horrible rip of company again"
"i ordered stunt city playset on 12/17/12 and i received email 3 weeks later that my item was canceled because its out of stock!!! why does it take 3 weeks to see that its out of stock??? "
"Kmart.com shipped me an EMPTY box and could not send me my ordered item. I ordered from the online store on 12-25-12 and it was shipped in 2 parts. I received the first part just fine. The second part they shipped me an empty box. It was a small lightweight item so I can understand how it could potentially happen. I first tried calling the number on my packing slip and waited 45 minutes on hold so I decided to try the online customer service. I chatted with Hernandez who seemed very polite. It appeared all would be well as Hernandez said they could refund me and ship the item. Then Hernandez told me they needed my credit card to charge me $6.90 and I asked why would I have to pay that. It was for shipping but I have the Max program so Hernandez figured out that I would not need to pay that, just would need to pay $2.25+0.05. I was confused to say the least. Hernandez explained to me that I would need to reorder the item and give Hernandez the shipping confirmation number so they could refund me. That just makes no sense to me. I asked can they not just send out my item? But no. That is not possible according to Hernandez. I have to be be charged 2x for the item and then trust them to give me 2x the refund. Hernandez is sorry and wished they could just ship me the item. Sorry for my trouble. So I said I would not do that so I am now to wait up to 7 business days for my refund. No item, just and empty box and a total lack of trust in Kmart.com at this point. If I do business with Kmart in the future it will be in the store only (as I am unlikely to pay for something then forget to bring it to my car myself), but I doubt it. I don't blame Hernandez. I blame what ever moron who comes up with this refund by charging 2x practice. Only another moron would agree to continue to do business with a store like that. I know stuff happens, mistakes happen and around the holidays it probably gets crazy in the shipping dept. But my word how hard can it be to just send out a persons item if they didn't get it and already paid for it. I would not recommend anyone to shop at Kmart.com. I did like that they had the chat support option although it was worthless for the most art. Yes Amazon.com I still love you best. I never have any problems with you. I will gladly keep spending $ with you and Kmart I guess does not need my money. "
"Ordered a gift card for delivery by email for a Christmas present for a relative. The kmart website said that the order would take one hour to process. It has been 7+ days including two chats with their unhelpful customer service representatives and I'm still no closer to getting the gift card emailed to the gift receiver. All I know is that I'll never spend another penny at any kmart or Sears owned stores."
"We ordered a product from kmart.com. When we ordered the product, 5 minutes later we had to call them up to cancel the order. I got on the phone with someone from India and explained to them that the address we were shipping to was wrong address, the people moved. She said okay and that she would cancel the order. Since I am use to working with firms in India, I told her I was going to record the call. Well a day later, I find out the Indian woman did not cancel the order. Kmart, even with their recording and mine, will not honor the cancel. Now someone has a $100 gift I paid for and kmart pretty much says they dont care. This is why I shop 99% of the time with amazon. I WILL NEVER SHOP KMART OR SEARS AGAIN."
"Attempted to order two pairs of shoes during a sale with a buy one get one half off. the shoes were marked down from 49.99 to 19.99. With the buy1get1 the total was 29.98 plus ~6 bucks tax. the total went from $36 to $102 in the final review step online, I didn't complete the order and when my email was responded to the sale was over and they would not honor, even though they agreed it was a website/checkout error."
"This is for Kmart stores located in Redwood City, CA
I ordered online and picked up the item from the above mentioned stores. When I checked my bank statement, I see we were charged twice. I went to the above mentioned stores about three times and nothing happened. Getting frustrated I called the Kmart customer service and they asked me to fax the bank statements which I promptly did. They said they did not get it. So I replied back to the same email attaching the statement in pdf format. I got a response back that they cannot read the pdf file. So took a print out of the statement, highlighted the charges with a marker and refaxed them. I got an email that they cannot find the charge. All the while my online order status says that the order is ready for pick up even though I already picked it up. Since I cannot get my refund and so I was ok getting a duplicate item. So I went to stores and showed the print out of the order and asked them to get the item. They said they cannot find it (obviously they cannot find it) and are willing to cancel it. Few days passed and nothing happened so getting even more frustrated I went to the shop and asked them to give the order or show me the proof that the order is cancelled.
I was talking to an associate by the name LEO. When I asked to solve the issue he threatened me to leave the stores. This happened for the first time in my life. First of all they took my money and second they are showing such disrespect to the customer. I told this associate named Leo that I am not interested in dealing with him and asked for his manager. This associate is very obnoxious, rude and awful. Not sure if Kmart has any policy or training when dealing with customers.
The store manager stepped and was very professional and extremely friendly to the customers. He took more than an hour, went to the root of the problem and understood the problem and refunded one of the charges. He took more than an hour of this valuable time to solve the issue. I am very impressed the way he handled my situation. This is good part of the entire story. He is the only reason I am giving 2 stars. Of course other than this one associate, rest of the staff are quiet courteous to the customers although not sure they are capable to solve the issue you may run into.
Actually after this incident I realized why some people remain as associates and some people grow in their life to become store managers. May be it is all about stupidity vs. intelligence.
Here the story turns from frustration to humorous. A day after the issue is resolved, I received a mail from Kmart.com saying that they are still researching the issue and they still cannot verify the duplicate charge. Are you guys serious? It then struck me that these guys have no idea what they are doing. In this organization, it looks like left hand have no idea that right hand even exists let alone what is doing.
"
"During the Black Friday sales, I was ecstatic to discover that not only was Kmart offering their sales online, but that I could also put my items on layaway. I made a large purchase involving 18 items. A week later, the non-layaway portion of my order arrived. This is where the nightmare begins. The box, which did not contain a packing slip, did not contain the entirety of that portion of my order. When I looked it up online, Kmart.com had listed the missing items as delivered. The first person to respond told me what I had already told them. That Kmart.com's records indicate that my items have been delivered. Really? That was my problem! Since then I have communicated with seven more different people, and three weeks have been passed. I finally got a refund for one of the missing items, but the other one has not been addressed. This was after the third time I gave them information that had already been given. They told me TWICE that the issue was being researched. I'm not sure that it was wise, but I decided to go ahead an pay off the layaway. Today, I have another missing item, but this time I was wiser. I took pictures, and recorded the process of opening the box along with the contents of said box. This one had a packing slip. The missing item is not on the packing slip. I logged on, and sure enough the missing item is marked as delivered. I have contacted customer service. My recommendation is that no one should EVER shop at Kmart.com. If you want to receive nothing, just don't spend any money. Their customer service is totally unacceptable. If they continue this way, the company deserves to go bankrupt. I won't shop at the local Kmart store either. The last time I was in there, the store was dingy and dated. I was there for, and all of the packages on the shelf were more than four years old. Batteries have a shelf life! If you're looking for cheaply made, over-priced products and bad customer service, go to Walmart. At least their stores are cleaner, more up to date, and as an added bonus you will actually get something for the money you spend. If you want to spend money in return for not receiving anything, donate it to a charity, because that has value. "
"Kmart/Sears online are nightmares. They take your order even if the item is not available, it will say it is, and the order will go through and your credit card charged, and then you get a cancellation notice immediately. When I called they told me it wasnt available even though it still said it was online, and that it would take 3-5 days for my money to be refunded. A total scam and they never will put a supervisor on for you either. This company is terrible. I will never shop with them again."
"Kmart is awful. they never have enough people on the registers and it takes forever to get out of the store and when there are people on the registers they are not trained properly. Everytime I have had to go to Kmart for a sale item I was interested in there was always some problem - every single time. The other day it took 25 minutes and two people to get a birthday coupon to come off at register and still the price did not come up the sale price. what a mess. also they never have people at layaway and everytime I am in ther I have to walk around searching for people. It is ridiculous. Dont bother go To Walmart instead. Also I ordered a toy online and the box was horribly dirty and dented. I could not give this as a gift. If you do not have a receipt they give you a problem with that also and it doesnt matter if they carry the item."
"I started placing orders from Kmart starting around 3 weeks ago when they had a deal going on. Out of all 5 orders placed in separate dates, none had any problem going through at all. I chose Kmart because of their fair prices and because I had a trial of their shipVantageMax program where it ships for free. The shipments arrived in fair amount of time.
There was one time they made a mistake, got a pair of white socks instead of black ones. I called them about this, and they credited my account and I got to keep the socks.
Con:
They put items back on the floor in 5 days if there is no pick-up from the customer. This is not stated on the email and I had to call to find out about this.
Update 3/23/2017:
Already tweeted this to them. I placed an order and my mistake that I selected an older address that I used to live in (apartment). So right after I placed the order, I couldn't find a way to cancel or change the address of it. Called customer support and they couldn't do anything about it. The thing that irritates me is that smaller companies that I have dealt with have been able to do this! Luckily I didn't place a giant order."