Complaint Review: Kmart/Sears

On November 23rd, 2012  went on kmart.com and located the razor mod bella in pink and black with alloy wheels.  There was an issue with the shipping that caused it to get returned to Sears.  That was 1/2 fortunate and the beginning of a huge mess.

It seems that UPS claimed the item was refused, which it was not.  Upon contacting Kmart they said it would have to be reordered.  Went to the site to do the reorder and noticed the color on the original order had changed from pink and black to pink and white, very cheap looking in comparison.  From alloy wheels to wire spoke wheels.  Not even close to what was ordered.

I then spent 2 hours today on the phone with Kmart/Sears's customer service and spoke to multiple managers, working my way up the chain of command.  Finally got a gentleman by the name of Jason Farley who said he would contact the warehouse, verify the color of the item shipped and do his best to ensure this is corrected.  Now keep in mind, that prior to speaking to Jason Kmart/Sears did offer "Free Shipping" (which was already part of the order) AND a 15% discount.  I told them I don't want the discount, I want the item ordered.  

After speaking to them, while waiting on Mr. Farley to research the warehouse to verify the color of the item and get back to me I went hunting for another Pink and Black Pock Mod for my daughter.  It turns out to be a very elusive item and finally another vendor was kind enough to give me the customer service number to the manufacturer, Razor.  Upon calling the number I learned the specific model is called the Razor Pocket Mod Bistro Bella and the pink and black Bistro Bella was discontinued 2 years prior.

So now, here we are exactly 2 weeks before Christmas and we can not obtain the item from Kmart/Sears that was requested.  I further learned from Razor Customer Service that they had advised KMart/Sears of the error on the website and asked them to fix it, as of today when you type in Razor Pocket Mod it still brings up initially the pics of the Pink and Black model, only to change to Pink and White upon clicking on it.

Please note:  Kmart/Sears never once notified us of their error prior to shipping this item, they never once took the time during a 2 hour phone call with multiple managers to advise us that this was in fact an error on their part.  I find this action to be unconscionable, fraudulent and down right dirty.  

This is not an item that you buy your kids to play with once or twice and get tossed aside.  Color of this item was chosen by our daughter, she specifically wanted the pink and black.  Other items were purchased to match the color scheme for her, all of which do not match now.  Even the pink and black Furby that was purchased is no longer a match.  At the very least KMart/Sears could of done 2 things here:

1.  Admit they made a mistake on the site up front without the customer having to contact the manufacturer to learn of it.

2.  When the error was discovered, contacted the customers to let them know and allow them the opportunity to make a decision on what to do.  

As I was posting this, I spoke with another manger at Kmart's customer service number, she informed me that this is not their fault.  Mistakes happen.  She then went on to say that they are not responsible for mistakes they make on their websites and that they got the pictures/information from the manufacturer and it's their fault.

Nice wouldn't you say.