Caroline’s Kmart layaway order was wrong. After she placed the order online, the contract came back $92 more than it was supposed to be. Well, okay, no problem: she could just call up Kmart and straighten it out. That’s why stores have a huge customer service staff. Except for how she called up Kmart and they told her to direct her problems to her local store. For an online layaway order. She’s been struggling with Kmart for a month now. The staff at her local store have been extremely helpful, but that doesn’t solve her core problem: she’s been overcharged for an order that still hasn’t shipped after being paid in full.
I placed an online layaway order on 11/14 and the next day made an online payment. I noticed the contract total was $92.12 MORE than I was originally told in my order confirmation email. That day I called a customer service representative and asked why it was different. This man was not in the US and did not speak English as his first language. His ultimate solution was for me to contact the store. Since it was an online order and everything was to be shipped to me, there was no store to reference. He didn’t seem to understand that.
Fast forward 14 days and five or six phone calls, and I finally drove to my local Kmart. The store manager tried pulling up my account and order, but I was nowhere to be found in the system. He then worked with me for TWO HOURS and contacted an English-speaking CS rep, who then told me a “web error” had occurred on my order. She told me to call back after a couple of days and it should be rectified. Keep in mind, at this point, my account had been paid in full (and then some), according to my original invoice.
Two days later, I called again and nothing had been done. That CS rep told me to fax my story and all relevant paperwork to Online Solutions. So, I sent an 18 page fax on 12/5 and called on 12/6 to follow-up. I then spoke with someone in Online Solutions and was told that my order would be sent to Offline Escalations and that it would be fixed within 3-5 business days. Again, 5 business days pass and no update. I have called every day since 12/10 and have yet to speak with my same “case manager” again. Two days in a row, I was told he was out of the office but he would call me back before the end of the day. By the afternoon, I’d receive no call, and when I called, he had already left for the day.
Our situation is dire because we are a military family and we are leaving to go to my husband’s family’s house on 12/19. From the beginning of speaking with Online Solutions, I have stressed the urgency of receiving the order [no later than] 12/18 so that we can have our items before we leave for the holiday. The note was made in my account notes (as confirmed by numerous agents who I have spoken with) and I have been assured that I would receive the order in time. It is now 10:30 on 12/17 and I have yet to receive a tracking number, shipping notification or any hope whatsoever that we will be receiving our items before we leave.
This is by far the WORST experience I have ever had and as soon as I receive my refund for over-payment and my order (IF I ever receive it), I will NEVER shop with Kmart or Sears again. Many friends and family have heard of our situation and have agreed to boycott your company as well.
Maybe next time you decide to launch a program like this in the future, you will work out any bugs first. And you wonder why people choose Walmart and Target over Kmart.