You may remember reader Linda, who ordered a computer from Kmart with 2-day shipping as a Christmas gift for her mother. Kmart’s idea of “2-day shipping” that they charge extra for turned out to be “2-week shipping” once they actually got around to shipping the computer. That wouldn’t be so bad if it weren’t, you know, a Christmas gift, and if Kmart planned to ship it before December 24th. Based on the information in the post, the nice people at Kmart’s executive customer relations department tracked Linda down, which is impressive and only a little bit unnerving.
Linda sent us this update:
Thanks for printing an article about my experience. It seems Kmart/Sears got wind of it (a little creepy how they managed to track me down based on the article alone), so to be fair, it is time to follow up.
I got a phone call today from a person in the Executive Customer Relations department of Sears. He apologized for my bad experience, agreed that two-day shipping should not take nearly two weeks, and then said that the computer was being shipped to me overnight. He added that Kmart.com would refund me $100 as an apology. That is nice. However, on Monday I went out to a good-old-fashioned brick-and-mortar store and purchased a computer. I told him that I no longer wanted or needed the Kmart.com computer (even though with the refund it would be nearly half the price of the one I now already have gift wrapped [the new one is also a better computer,overall]).
The rep then told me he will do what he can to cancel the overnight shipping if he can (he’s going to call me back–if he can’t cancel it, I plan on telling him to pay for me to return ship it.) If I weren’t so stubborn, I would’ve taken him up on the offer and saved myself a bunch of money. He also said that he was going to email me a $100 gift card. Again, nice.
Oh, well. We thought we’d share the resolution, even if it didn’t quite work out for Linda. Thanks for trying to help, Kmart.