Kmart.com is frustraing, poorly integrated website with substandard customer service
Written: Nov 28 '10
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My Black Friday shopping experience was VERY Frustrating, the web site is difficult to navigate if you are shopping the sales, and out of stock situations can result in the cancellation of your entire order.
Black Friday comes once a year. There were 4 items I was interested in, a part of the promotion was free shipping with the coupon code KMHOLIDAY. When searching for items the site will cross over to sears.com without telling you, if your item loads from this site the site will charge for shipping you are now ordering from sears.com.
After spending several hours trying to figure out how to execute the order I ordered 2 of the 4 items I wanted. The website noted they were instock for pickup. I received my order confirmation and was told to wait for an e-mail advising the items were ready for pickup.
24 hours later I received an e-mail from KMart.com advising me that my entire order was cancelled, if I wanted additional information I could contact customer service. I did call customer service and was advised that one of the items was out of stock, they were very sorry and they would help me re-order the other item.
I requested a rain check for the out of stock item, ironically the customer service rep did not know what a raincheck was! After explaining what a raincheck was, I was advised by the customer service rep that she could not issue a raincheck, she was very sorry. It appears customer service is an off-shore operation, the "Manager" is never available for you to speak with. I requested the "Manager" return my call and was advised that could not be guaranteed. My call was never returned.
In conclusion the KMart.com web shopping experience is something to AVOID, if there is an item you are interested in, and have a Kmart within 20 miles of your home, take the time, drive there, buy the item in person - trust me it will take less time and result in less frustration.
Recommended:
No
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