Kmart.com

So we ordered some clothes for Jaime from Kmart.com. It was on clearance, so why not, right?

Here’s the experience:

One pair of pants was canceled off the order, even though it was listed as in stock. This is 2007. Can we please get accurate stocking? I don’t want to advocate some sort of federal law requiring truth-in-stocking, and luckily I don’t need to. We already have truth-in-advertising laws, and those laws need to be enforced against companies that accept orders on items of which they do not have adequate stock to fill the order.

Shipping was going to be the same even with the canceled pair of pants, which made no sense, so I emailed the company telling them that I expected adjusted shipping for the now smaller order. They never responded, but did reduce the shipping by 75 cents. OK fine. An email stating that they adjusted it would have been nice, but I’d rather have an adjustment with no email than an email with no adjustment.

So the order arrives here in Savannah after a few days via UPS, coming from Virginia. We take the box upstairs and Jaime opens it so she can check out the clothes.

First shirt, nice. It’s a little black sweater that apparently I had picked out. Jaime doesn’t like the beads (she wouldn’t have ordered it if she knew it had beads), but hey, it was $5.

Second shirt, a white stretchy thing. It’s nice as well. It looks good on her, and she likes it.

Third and final item, a pair of pants. She picks them up out of the box, and immediately knows they are the wrong size. How does she know? Well, Jaime is like a size 6. These pants are a size 14! Holy crap. She could fit her whole body in one leg of these pants.

So I call Kmart’s toll free. I explain the situation to the lady who answered the phone, and she then transferred me to the right department. Oddly, though, she kept saying “Thank you for calling Sears” something something. Strange.

Well, the next lady I talk to is Brenda. She says we have two options. One is to take the pants to a store, which I shot down before she finished. I bought these online and paid for shipping. I am not covering the cost of gas, eating up my free time, and taking the risk that is involved in driving to Kmart and back. I paid for shipping.

The other option is to wait 8-10 days for a UPS pickup. Then, once they receive the giganti-pants, there would be another period of waiting– I think she said up to 10 days– for a credit. If I wanted a replacement, I would have to re-order and pay a full shipping charge instead of a pro-rated shipping charge.

What kind of an option is that? I explained that they have an obligation to correct the mistake. I placed an order and they took the money out of my account. If I am to be required to place a new order, pay full shipping, and wait up to 4 weeks (surely they meant business days) to get my money back, I am going to send back the whole order and not place any more orders in the future. I told her as much, and told her that I didn’t appreciate the way they handle their own mistakes.

She put me on hold and came back on the line and said that they would credit the pants, shipping, and tax. OK, fine, no pants, but no huge delay in getting my money back and no temporary double-payment so I can reorder to compensate for the fact that whoever or whatever packed our box cannot distinguish the difference between a size 6 and a size 14 by look and feel.

Overall, I’m still disappointed. Jaime wanted these pants, we ordered them, paid for them. Kmart has them, shipped the wrong ones, and won’t ship the right ones unless I pay them a second time, and then loan them the original amount for up to a month.

I’m not planning on any more purchases from Kmart.com in the future, and I would recommend the same to my friends and family.

Don’t you hate pants?

4 thoughts on “Kmart.com

  1. No way in hell is Jaime a size 6! Size 2 maybe… :) Even Dayna said “oh hell no!”

  2. MIKE WHAT A PLEASURE TO MEET YOU.ALTHOUGH SORRY ABOUT YOUR MISFORTUNE I AM GLAD TO KNOW THAT I WAS NOT CHOSEN TO BE THE CONSUMER TO RIP OFF THIS MONTH.UNLIKE YOU I HAVE NO MONEY INVESTED,BUT IS I HAD NOT MADE A PHONE CALL I WOULD HAVE DRIVEN 60miles ON WAY TO FIND THAT AN ITEM ADVERTISED IN THIS WEEKS HOLIDAY GUIDE,WAS EITHER GONE OR LOST SOMEWHERE IN THE STORE.THE CUSTOMER “BAD SERVICE”REP TOLD ME THAT WITHIN LESS THAN 6 HRS AFTER THE AD CAME OUT THE 3 ITEMS IN QUESTION HAD EITHER BEEN SOLD OR WERE LOST SOMEWHERE IN THE STORE.I MUST ADMIT THE LOST IN STORE IS A NEW REPLY.WHEN I REPLYED I WAS NOT SURPRISED AS THE REASON I HAD STOPPED SHOPING AT KMART WAS THE LACK OF STOCKING ITEMS ADVERTISED, AND THEN NOT HONORING RAIN CHECKS.I WAS GIVEN THE NUMBER OF THE LOCAL SEARS STORE IN THAT TOWN WHEN I TOLD THEM I WAS GOING TO COMPLAIN,THE SEARS EMPLOYER WAS VERY PUZZLED AS TO WHY I WAS GIVEN HIS NUMBER.I THEN CALLED A NUMBER FOR CUSTOMER COMPLAINTS OR SOMETHING WHICH HAD BEEN CHANGED AN SENT ME TO AN AUTIMATED NUMBER WHICH WAS $5.OO PER CALL.I THEN CALLED YET ANOTHER NUMBER AND I LEFT A MESSAGE NO RESPONSE.I ALSO E=MAILED A COMPLAINT, OH SURPRISE, NO RESPONSE. AS YOU STATED WHERE DOES THE CONSUMER GO WHEN THE NUMBERS GIVEN LEAD US TO A BRICK WALL?JUST WANTED YOU TO KNOW YOU WERE NOT ALONE IN THE LACK OF RESPONES DEPT. GRANDMA

  3. Hello I just to add….I purchased a 37in LCD HDTV on December 5th and I am still looking at the brand new Television stand I purchased (At another store) sitting empty…WHY? you may ask because I am still having to wait for my Television!!!!!!…my mistake was buying this online at KMART.COM. I have gotten the run around so much I told them look just give me back my money and I will go find another TV…In fact there are some major sales going on…(at other stores)…and they are still giving me the run around about my own money!…..WTH!….sorry I have never been so pissed off in my life this was a christmas gift but christmas is long gone…so is new years!…Please people dont use Kmart.com for purchases…I never had any problems with any other store except kmart…thanks for letting me vent!

  4. UPDATE:…Well after I posted that message here…I got my 37in Tv…and I was glad cause it finally came….but still I will never shop ONLINE with KMART.COM ever again…their site is too confusing even for them…thanks for letting me vent!

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