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Kmart and Shop Your Way stores have great holiday deals, and I've placed orders with them for years, without significant issue. Unfortunately, this year was very different. I placed several orders, and have had to reach out to customer service, multiple times. The following, being the worst of these experiences, and the final straw for me. I won't be ordering from them again, and will take my business elsewhere.

I placed an online order on 12/18 for 10 Trim Your Home Thermal Travel Mugs that were on sale, and supposedly available for pick up, at my local store. The amount of the purchase was placed in a pending status on my account. On 12/19, I received two e-mails from Kmart. The first email indicated that some of the ordered items were out of stock. The second email indicated that the ordered items were available for pick up, however, the listed mug styles and quantities did not match the original order, and did not reflect the out of stock items. I logged into my account to try and figure it out, but the order status was 'ready for pickup' and I did not see any changes for out of stock items. So, I initiated a chat session with customer service to obtain clarification for item availability and cost. The representative confirmed items were out of stock, but could not explain the quantity/style/ cost discrepancies. I was told I could pick up available items, at the store, and that my account would be credited for out of stock items. However, I still did not have clarification on what was available, and how much my account would be charged. After several exchanges, the representative still could not confirm, so I asked them to cancel the order, remove the pending charge, and requested a transcript of the conversation via e-mail (which I never received).
On 12/20, I received an order cancellation e-mail, but it was for the wrong order. They cancelled an earlier order that had already been paid for, and picked up, and credited my account an amount, was less than what I paid for that order.
And my account was also charged for the 12/18 order. What the heck? Decided on 12/21, that would be best to contact customer service by phone, to straighten out the issue. Spoke with Ken, explained everything, and gave him the order numbers. He researched the issue, said that he would get everything corrected, and that I would receive an e-mail update within 24-72hrs that would include my refund information. Thought we were on the right track, until I received another e-mail from Kmart, on 12/26, that my order was ready for pick up. The update e-mail, regarding my refund, was never received. My family left today, so I reached out to Kmart customer service again, via phone. This time I spoke with Ann, explained the issue, and voiced my displeasure about whole situation. She was nice, but basically said the same thing that Ken had told me, and said that I would receive an e-mail by the end of the day regarding my cancellation and refund. She also said that the amount wouldn't be credited to my account for at least another 3-5 business days after I received the e-mail. I didn't like this answer, and asked to speak with her manager. She was reluctant to let me speak with a manager, but finally agreed, and put me on hold. When she came back, she said the manager was busy, and that the actions she was taking would be the best solution. When I balked at this, she said I could leave my number and the manager would call me back at some point, but she could not give me a timeframe. What the heck? I said forget it, and hung up. Not only did Kmart charge me for merchandise I have not received, but they can't seem to figure out how to refund my money. It's inexcusable and horrid customer service. Buyers Beware


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