Complaint Review: KMart

I am writing to share some experiences with you that I have encountered in your Greeley Superstore #4934 location. There have been many situations that have not only disappointed me but have angered me and have ultimately pushed me from being an almost daily customer to where I will now go out of my way to NOT shop at your stores. Luckily, there is a Super Wal-Mart just around the corner from your store and a new Wal-Mart store being built right up the street from where I live.

I can honestly say, without exaggeration that EVERY time I have shopped at Kmart, I have been thoroughly disappointed and left feeling so frustrated and let down, that I always end up saying to myself, why do I continue to set myself up for disappointment?

The following are some of the experiences I have encountered while shopping at your store. Something I have had happen to me many times is; seeing something on sale, putting in my cart, getting to the checkout and having to first, tell the cashier that the item is on sale, because it doesnt ring up at the sale price that was advertised either in the store or in your ad. Then, having to wait for a manager to ok the price change in the register and correct it.

Meanwhile, the line of people behind me, wait impatiently, looking at me as if the hold up is my fault. Or I miss the item being scanned and ultimately pay for the item at the original price, then afterwards notice it; I have to take a trip to the customer service desk to spend 20 more minutes dealing with the issue, only to be given excuses as to why the item really isnt on sale. One reason being, the store didnt take the sale price down from the display after the sale had ended. Another reason being, the sale does not include that particular brand or size, etc.

On one occasion, I was going to purchase a bottle of perfume that was marked as $9.99 on the shelf, at clearance price. When I got to the register it rang up as $17.99. I told the cashier about the sale price. He had to call a manager and hold up the line. The manager didnt call or come for over 15 min. I got so aggravated and tired of waiting I told the cashier to go look at the sale price on the shelf. He would not. I refused to wait any longer and left without the perfume, the item which I stopped in for solely. I sent a letter to your headquarters, 2 times but got no response.

I sent 2 emails as well and did not receive any kind of response. At the day after Thanksgiving sale, I was purchasing a toy and wanted to do a price match from a Target sale ad on the item. When I told the cashier of this, she acted irritated and made me feel like I was inconveniencing her. She rolled her eyes and sighed loudly and would not look me in the eye. I said, Sorry. She did not reply at all or even look at me. She took the ad from me and reentered the price on the register, but she kept my Target ad.

I asked to have the ad back because I was still shopping and needed the ad. She told me that I couldnt have it. I was in shock and asked why. She said she had to keep it for the price match. I told her I had just done a price match in electronics and the cashier did not keep it for that transaction. She got very irritated and ripped the ad taking the picture of the item out that I had price matched, then gave me the ad back. I left feeling much unappreciated as a customer, and I had just spent over $100.00. She did not even say thanks or anything after my purchase.On another occasion, I was purchasing the Lilo and Stitch VHS and my developed photos, along with many other items.

I had your Kmart ad stating that if you buy the Lilo and Stitch video, I could buy the Lilo and Stitch soundtrack for $9.99, instantly. No coupon required. I showed the ad to the cashier, who had to call the manager and in turn hold up the line. They had to call electronics and ask about the advertisement. The person in electronics didnt know about the ad and couldnt help. How can you work in a department and not know what sales you are offering, etc.? After 4 people got involved, I became so irritated that I told them to forget it. Then the manager decided to open the plastic on the video to look for a coupon, without asking me.

At that point, I got the discount, but the video was a gift and I didnt appreciate her opening it. In this same transaction, I also had a coupon for my photos. It became a nightmare to get the $3.99 taken off the price of the photos. By the time I left the store, I was so frustrated and angry; I never wanted to go back again. On another occasion, I was shopping for dress clothes for work and found some blouses on sale for $7.99 and $9.99. The sign showing the sale price was on the rack. I purchased the clothes and then noticed on my receipt that I had been charged full price. I went to customer service to inquire about the sale price.

The manager had to call ladies and ask for assistance on the prices. I was told to take my purchase to the ladies dept and ask the person there about the prices. I did not have time for this run around, nor did I feel like I should have to be the one running around the store inquiring about getting an item for the price that is being advertised on the rack.

I was very frustrated. I took the items back to the ladies dept and found that the sale signs had been taken down. The girl on the floor told me that the sales signs should have been taken down, as the sale had ended. This particular scenario has happened to me more than half a dozen times and to many other people I know as well. I find this to be very irresponsible on the stores part. If there is a sign that advertises a sale price, a customer should get that price!

An issue that I have had that I find to be ongoing at your Greeley store is merchandise on hand is always low or just not there. This problem is storewide, not just within a particular department. Not only is the stock low or just not there, the interval of time between the next time you do have stock on the shelves is weeks and even months, which is too long. Finally, the last experience I have encountered has finally pushed me to the decision I made to NEVER shop at Kmart again. During the holiday shopping I did I wanted to purchase some Leap Pad books from the Greeley store.

On 11/28, I was given a rain check to buy 4 Leap Pad books for $9.99 each when they are in stock next. On 12/23 the Greeley Kmart sent me a rain check notification card. On this card, I was told The rain check merchandise indicated on the reverse side of this card is not available at this time. However, we would like to offer you the following as a substitute at the sale price indicated: Description given was 20% off any 1 toy. I called the store and was told they had Leap Pad books in stock. I was appalled. First of all, a rain check should be honored when you next receive a shipment of the item requested.

This did not happen. The offer on the rain check card did not come close to the discount I would have been given on the Leap Pad books. Leap Pad books sale for $14.99 normally. 20% off this price would make the book then cost $12.00. Per the rain check card, I would only be allowed to buy ONE toy (book) at that price. If the rain check wouldve been honored, I would have been able to buy FOUR books for $9.99 each; approximately 35% off each one. This does not compare to what I was offered. No thanks.

I will take my money and shop elsewhere. I have been disappointed and frustrated for the last time. I have enclosed copies of the rain check and the rain check notification card. I do not see your business being successful when all your customers are treated this way consistently.

Thank you,

Lisa
Greeley, Colorado
U.S.A.

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