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On January 15, 2014 I ordered patio furniture (order #623284707) at Kmart/Sears online. After the initial delivery on January 30, 2014 was cancelled due to a snow storm in Atlanta, my order arrived on February 2, 2014, with two damaged items.

I called customer service that same evening to report the problem, to initiate a return and pick-up of the damaged goods and to order their replacement. Since the Kmart/Sears customer service representative was unable to perform the transaction on her side, we agreed that I should order the replacement online myself and she would waive the delivery fee. While the representative stood by, I reordered online (order # 628792331). Unfortunately, the representative was neither able to process the refund nor was she able to schedule delivery for the replacement order and the simultaneous pick-up of the damaged goods. We parted with the agreement that she would take care of all those issues straight away and follow-up with me promptly. I never heard back from her and my ordeal started.

My ordeal has now been going on for almost one month and is still present. Today, I took time off from work to be present for the delivery of my goods after I received a telephone confirmation of a delivery window for today only to wait in vain without any notification of cancellation.
I have been spending almost a month of hours and days on the telephone and online with Kmart/Sears customer service, whose employees seem not to be adequately trained, disorganized and either not understanding the issue or not willing to understand it. Many of the outsourced customer service representatives, even though full of apologies, have not been able or willing to assist me in this very unsatisfactory matter, and it seems that nothing will be done to resolve it unless I take more serious steps.
I am appalled by the Sears/Kmart modus operandi of treating the customer in such a terrible manner which borders on mockery. Not only have I spend an enormous amount of my time which translates directly in a loss of income but I also gave the company an interest free loan considering that their damaged goods have not been retrieved and therefore my refund not issued and that they cashed my payment long time ago for goods that have not t been delivered yet. I find that fraudulent and unacceptable
I have a copy of the online correspondence with Kmart/Sears customer service but it is too long to post it even though it would highlight the incompetence, mockery and helplessness of the whole customer service group. And the sheer amount of my time that has been wasted. I will not initiate one more telephone call to your company’s customer service; nevertheless, I shall fight this issue via other means until it is properly resolved. Beware consumers!


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