Monday, July 17, 2017

Warning: Our Kmart Online Experience

If you haven't heard it from others, take it from us: Do NOT shop Kmart online.

Please note we didn't even post about this until the 17th. The order was placed the 6th and canceled, from what we were told, on the 8th. We have tried every other avenue.

We don't normally shop KMART locally or online so we had no idea of the issues people are having with them until it happened to us.

It just happened that they had the best deal on a higher priced item we wanted to purchase. We really wish we had looked at other people's experiences first so we could have avoided the trouble we've encountered.

I know there are inconsistencies, but this is what exactly we have been told:

Our money (almost $500) is still tied up after they cancelled our July 6th order because their website let us order something they did not have in stock.

Kmart didn't inform us our order was cancelled, UPS did indirectly when they sent a shipping update via text telling us it was damaged in transit.

Now, if there was nothing to ship, why was a shipper's service used and why did UPS report to us that it was damaged?

Kmart said they didn't reorder it because there weren't any to send. We had already checked online, and it showed there were some available, and the price had been dropped almost $50 since we ordered.

When we asked why the website said some were available, we were told it was because the website had not been updated since we ordered. So, we are left to assume the website was updated enough to change the price but not to update the quantity.

That means some other person/family might be about to go through the same hassles we are. Hence this post.

We have had issues getting a person who could speak and understand English.

On our third time calling, we asked to speak to a supervisor. The person kept delaying until Clint repeated twice more that he wanted to speak to one. They replied with, "You want to speak to a supervisor?" Either the person couldn't understand the request, or they were deliberately ignoring the request.

We have been told FOUR different dates our money will be returned. What started out as 3-5 days has gradually lengthened to 10 days. Every time we interact with them, we are given a new date.

Our money is not in the account again today, so we complained again..and received a FIFTH deadline.

Now we wait until after Wednesday, the 19th.

NOT ONCE have they apologized for the issues we've encountered. It's like we and our order gone wrong are the inconvenience. They do not care that our experience has been horrible, that we are confused by what has happened, or that our money is still tied up. They have done nothing to encourage us to shop with them again.

Unlike other companies we've shopped with recently, no one at Kmart has reached out to us. We've had to initiate every contact every step of the way. We understand now why their company is doing so poorly.

Our experience with Kmart has been nothing but a huge hassle, with many inconsistencies, and a lot of aggravation.

Meanwhile, had an item of ours damaged in transit. They initiated the refund before we even knew about it. We've received our refund in 2-3 days and are very pleased with that turnaround. Then they sent us a customer satisfaction survey to make sure they made us happy through the cancellation and refund. #thankyouWalmart #Walmartrocks

We have received refunds on the same day in the past from Amazon and Walmart. Why can't Kmart do the same?

...and, we still wait on Kmart to return our money for an order gone horribly wrong from the start. We'll update this post with how it turns out.

Update 7/19/2017: The fifth deadline for our almost $500 has come..and the money is not there. Clint called them this morning. They told him they would call back in one hour. He waited two.

When he called back, after being put on hold, he asked to speak to a supervisor. The man fussed at him and said he was suppose to be waiting on a call from a supervisor. Clint told him he had waited twice as long as was promised. He finally was transferred to Carol.

Carol told us she would try to expedite the refund for tomorrow, but it would most likely take another 3-5 business days. Carol told him a refund had never been issued. She says our account was never charged because the order was canceled. We can prove it was charged. Someone with common sense in the company should be able to research that and see that payment was received on their end. Because of that, our refund was never issued. At least that is the story we are getting today. We have filed with the BBB and our Attorney General and other agencies.

July 20: As expected, the expedited refund did not come though. Per a tip from a friend, we called our bank. Even though this was purchased with a debit card, the bank will still pursue it to get our money back. 

July 21: Our money is back in our account! Thank you SUNTRUST!!