Complaints & Reviews

refund never received poor layaway and customer service

Here's the chat transcript. I want my about to call chanel 4 news.
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December 17, 2019, 8:37 PM
Here is a transcript of your last chat with us.
General Information

Chat Start Time Chat End Time Chat Duration Operator Interaction ID
Dec 18, 2019 00:57:42 GMT Dec 18, 2019 02:29:18 GMT 01:31:35 Kurt INT-va1appis16-[protected]
Tina (00:57:45 GMT) : Thank you for choosing Sears, where moments matter. My name is Tina. Who do I have the pleasure of chatting with?
Visitor (00:58:01 GMT) : NICOLE
Visitor (00:58:11 GMT) : [protected]
Tina (00:58:13 GMT) : Thank you Nicole. How may I assist you today?
Tina (00:59:20 GMT) : Nicole, can you help me with correct number? as I am unable to pull details with XXXX-XXXX-XXXX-XXXX
Visitor (01:07:41 GMT) : Sorry that's the layway that was cancelled by you all by error. They said there would be notes for new t time I called
Tina (01:08:08 GMT) : Can you confirm the phone number that was used to place the order?
Visitor (01:08:18 GMT) : [protected]
Tina (01:08:52 GMT) : Thank you.
Tina (01:09:58 GMT) : Nicole, I am unable to pull the details with the phone number XXXX-XXXX-XXXX-XXXXCan you please check your inbox and confirm me the exact contract number?
Visitor (01:10:36 GMT) : I still have not been credited back from you guys
Visitor (01:10:48 GMT) : Shipping Address Nicole McAllister XXX Keaton St LEBANON, TN 37087 (XXX)-XXX-XXX Order Date Oct 22, XXX Layaway Contract Details Contract: [protected] ITEM DETAILS
Tina (01:11:02 GMT) : Thank you.
Tina (01:11:18 GMT) : Your order # [protected].
Tina (01:11:26 GMT) : Please give me moment while I check your order details.
Tina (01:15:00 GMT) : Apologies for the wait, I appreciate your patience.
Tina (01:16:54 GMT) : Nicole, just to check, are you referring $XXX.85 refund?
Visitor (01:18:38 GMT) : Yes
Tina (01:20:17 GMT) : Nicole, upon checking your order details, I can see, refund of $XXX.85 was successfully processed from our end on 11/27/XXX.
Tina (01:20:37 GMT) : Since you have not received your refund, I will go ahead and escalate your case to upper refund team. Before escalating your case to upper refund team, can you confirm me if you checked your credit card statement ? (CreditCard 546540******XXX) so that I can be assure and escalate stating that refund team were not able to refund the amount within time frame.
Visitor (01:22:45 GMT) : Nothing has been refunded and I actually just spoke with you guys on the weekend not this weekend a couple days ago the weekend before before that and they told me it was never even initiated how the heck was I refunded the money on the 27th cuz last let's see that doesn't even make sense
Visitor (01:23:35 GMT) : It was December 8th to be exact and I have the transcript from the chat with you all
Tina (01:24:01 GMT) : Nicole, let me double check with my supervisor once.
Tina (01:27:53 GMT) : Apologies for the wait, I appreciate your patience.
Visitor (01:28:07 GMT) : No problem
Tina (01:29:40 GMT) : Nicole, I have double checked with my supervisor and got confirmation that refund was processed back on your CreditCard ******XXX. My supervisor will also share a feedback against the agent who provided incorrect information earlier.
Tina (01:29:52 GMT) : Since you have not received your refund, I will go ahead and escalate your case to upper refund team.
Tina (01:30:09 GMT) : I also promise to personally keep you updated on the status of your request in next 48-72 hours via email [protected], so you're never left unattended.
Visitor (01:31:14 GMT) : Okay they also told me for the inconvenience that I could order the items that I had on layaway that were wrongfully cancelled through you guys get free shipping and a $20 Credit Now I want to order the baseball item I had on layaway and they told me I could chat back through y'all and do it when I had the money for it
Tina (01:33:33 GMT) : Nicole, I have checked notes on your order and our agent offered free shipping and $20 refund and you will place order with Amount Due:$XXX.96. Is that correct?
Visitor (01:34:17 GMT) : No I changed it to just 1 item the baseball item
Tina (01:35:00 GMT) : Nicole, may I know what will be amount due on that order?
Visitor (01:36:04 GMT) : I'm not sure it's on sale for 39 dollars I believe and he said I would get 12.50 off with free shipping
Visitor (01:36:37 GMT) : He said that the 20 off was only good if I got both items but if I got one item it would be 12:50 which is all really a racket because the 20 was supposed to make a payment towards me for the inconvenience but it is what it is I just would like to get the baseball item what the XXX off and I believe I have a $5 credit on my account for Kmart Shop Your Way Rewards
Visitor (01:38:22 GMT) : Did I lose u?
Tina (01:38:39 GMT) : No, I am checking the details.
Visitor (01:38:55 GMT) : K, appreciate it
Tina (01:39:27 GMT) : Thank you.
Tina (01:41:03 GMT) : Let me transfer your chat to my supervisor
Info (01:41:07 GMT) : Tina has transferred this interaction.
Info (01:41:07 GMT) : The interaction has been transferred to Kurt
Kurt (01:41:26 GMT) : Hello my name is Kurt! I am the floor manager.
Visitor (01:41:33 GMT) : Hi
Kurt (01:41:34 GMT) : I was assisting Tina.
Visitor (01:41:43 GMT) : Thanks
Visitor (01:41:50 GMT) : This whole thing has been a nightmare
Kurt (01:42:03 GMT) : As per our system we have already processed the refund on 11/27/XXX.
Kurt (01:42:08 GMT) : So cannot offer you any discount.
Visitor (01:42:13 GMT) : Besides the fact that it's Christmas and these were Christmas presents that were on layaway and I'm sure money owed to me
Kurt (01:42:29 GMT) : Also I request you to check with your bank if you have received the refund.
Kurt (01:42:40 GMT) : As our system clearly shows the refund has been processed.
Visitor (01:42:51 GMT) : Look I have the transcript from the eighth from your guys's chat telling me that that they were going to initiate my refund that day I never got the refund I know what's in my bank account very little and I would definitely know if I had $XXX one day so that never happened
Kurt (01:42:56 GMT) : I have already passed feedback for the previous agent who has provided incorrect information.
Kurt (01:43:15 GMT) : If you are ready to place new order, we can offer you 5% discount for all the inconvenience caused.
Visitor (01:43:22 GMT) : Okay so where did that information come from they just made it all up and secondly you guys cancelled out my layaway that should have been camped outside just made a payment the day before so you guys should give me a discount because that doesn't even make sense it was an error on your part
Kurt (01:43:38 GMT) : This is the maximum the system will allow us.
Visitor (01:44:11 GMT) : The person I spoke to you on the 8th also told me that you guys charge me a fee for the layaway being canceled out so that's where the money coming back to me supposedly was coming from and I heard the same thing from him the 20 was the maximum the refund the computer would let him give so somebody's not being honest because 5% versus $20 that's a little bit of a difference there
Visitor (01:44:50 GMT) : And on the 8th the system was clearly showing that I wasn't refund but now you're telling me on the 27th is saying I was please
Visitor (01:46:15 GMT) : And that's not right because I'm looking back at my emails and the order wasn't canceled until the 28th so how is I credit it back on the 27th especially when it takes 10 to 14 days on top of that
Visitor (01:46:37 GMT) : So I made a payment on the 27th to you
Kurt (01:48:07 GMT) : I have rechecked the detail and the cancellation was done on 11/27/XXX at 09:30 and at the same time refund was processed from our end.
Kurt (01:48:16 GMT) : Have you checked with your bank?
Visitor (01:48:44 GMT) : Yes I've check with my bank I have online banking I'm looking at it right now there was nothing ever credited to me from you guys and there is no hundred and whatever dollars credited back to me anytime in November or December
Kurt (01:48:46 GMT) : The refund has been sent to your card ending with XXX.
Visitor (01:48:59 GMT) : Yep that's my bank account debit card no sir definitely not credited back
Kurt (01:49:26 GMT) : I will ask our billing team to investigate the issue. If the refund is stuck in the system we will release it as early as possible.
Kurt (01:50:02 GMT) : Our team will contact you within 48 hours at [protected]
Visitor (01:50:03 GMT) : This is insane and again I know you sent a message or whatever to the people I spoke to you on the 8th where the hell were they getting their information from how was their information so far different than what you're telling me like what were they looking at and why do they tell me there was nothing ever refunded and they were going to initiate it that day and it would take me 10 to 14 days like did they just make that all up
Visitor (01:50:28 GMT) : Okay now back to the item that I was trying to get how much would it be if I ordered it through you with the 5% off with my $5 or whatever I have on my account for my Shop Your Way and it's supposed to be free shipping that's not leave that off
Kurt (01:50:31 GMT) : For the same reason I have passed the feedback for the previous agent.
Kurt (01:51:16 GMT) : Once you place the order let me know the order number and we will apply 5% discount for all the hassle.
Visitor (01:51:19 GMT) : Again doesn't make any sense I will be taking this to corporate with the transcripts from both of these emails or chats thank God you can download them and if everything you were saying is on the up-and-up then the order was already refunded then how come on the 8th they can give you credit and they could give me free shipping and everything else he promised me but today I would get 5% off because the system only let you give me 5% off and on the 8th after I was already credited back the system would allow $20 off how is that
Kurt (01:51:33 GMT) : The items should be sold by Sears/Kmart and not third party seller.
Visitor (01:51:51 GMT) : The item is sold by you guys that's how it was on layaway come on
Kurt (01:52:03 GMT) : Okay.
Kurt (01:52:20 GMT) : However, maximum the system will allow us is 5% discount.
Visitor (01:53:33 GMT) : Are you like just ignoring my questions how could they have given me the $20 off if my order was already refunded because it was refunded on the 27th and on the 8th of December they were going to give me that $20 off how is it different today than the 8th if I was credited back and everything was closed on the 27th if you can't answer my question send me somebody that can
Kurt (01:54:03 GMT) : It was promised on new order and not current order.
Visitor (01:54:57 GMT) : I don't have a current order my gosh send me to somebody else please
Visitor (01:55:42 GMT) : Would you like me to forward you the transcript from our conversation from the 8th of December
Visitor (01:56:32 GMT) : He clearly stated that because of the canceled layaway which never happens from you guys which was definitely done by mistake that he could actually go ahead and reorder me those items if I paid through him and order them and for the inconvenience that he would go ahead and credit me $20 and provide me free shipping then I told him I only wanted one item and he said he would give me $12.50 off and provide me one free shipping
Kurt (01:56:40 GMT) : I have already passed feedback for previous agent.
Kurt (01:56:51 GMT) : Since the order is cancelled we cannot offer any discount on the current order.
Visitor (01:56:55 GMT) : My card wouldn't go through I didn't have the money in the account so he told me to come back to this chat line whenever I was ready to make an order and everything that was promised would stay in the notes and I would get the same deal
Kurt (01:57:00 GMT) : If you are ready to place new order we can offer you 5% discount.
Kurt (01:57:11 GMT) : The same notes are mentioned by the previous agent.
Visitor (01:57:19 GMT) : How much is it going to be if I order it today with you with your little discount you're trying to provide me and the free shipping and then I will take this to corporate immediately
Visitor (01:57:34 GMT) : And I will definitely be taking other actions regarding the money I was never refunded back
Kurt (01:57:54 GMT) : I have already asked out team to investigate the issue.
Visitor (01:58:09 GMT) : Great this is how you guys treat your customers on your last little days that you guys are in business awesome
Visitor (01:58:29 GMT) : What do I need to pay today to get the item that I had on layaway it was the baseball whatever it was called
Kurt (02:00:25 GMT) : The order [protected] is already cancelled. So you cannot make any payment on cancelled layaway contract.
Visitor (02:01:09 GMT) : Oh my gosh do you even speak English you have been missing this whole conversation I am not trying to make a payment on the layaway read the notes I am trying to order an item from you guys right now and pay you through you guys right now and have it sent to my house
Visitor (02:01:21 GMT) : I want to be transferred to somebody else immediately
Kurt (02:02:33 GMT) : I am sorry for the confusion caused.
Kurt (02:02:50 GMT) : May I know the item number? I will share the order summary with you, with 5% discount.
Visitor (02:04:27 GMT) : [protected]
Kurt (02:04:45 GMT) : Thank you.
Visitor (02:05:27 GMT) : Okay now that you understand clearly I should get my money off that I was promised not just 5%
Kurt (02:06:04 GMT) : The zip code is 37087. Right?
Visitor (02:06:09 GMT) : Yes
Visitor (02:06:57 GMT) : And I have shop your way rewards
Kurt (02:07:39 GMT) : Here we go.
Kurt (02:07:43 GMT) : The order summary is:
Kurt (02:07:45 GMT) : Order Summary Merchandise Subtotal $37.99 Shipping FREE Subtotal $37.99 Sales Tax $3.51 TOTAL $41.50
Kurt (02:07:55 GMT) : If we use points then you have to pay the shipping fees.
Kurt (02:08:28 GMT) : As excluding points the order value should be $35.00(excluding taxes) .
Visitor (02:09:56 GMT) : Fine order it for me please but I will be reporting this whole experience. And I want my refund for layway immediately
Kurt (02:10:35 GMT) : I can understand your concern.
Kurt (02:10:57 GMT) : So you will be paying the whole amount using credit card?
Kurt (02:11:26 GMT) : The shipping address is:
Kurt (02:11:28 GMT) : Nicole McAllister XXX Keaton St
Kurt (02:11:30 GMT) : Right?
Visitor (02:12:49 GMT) : Yes
Kurt (02:12:57 GMT) : Thank you.
Kurt (02:13:04 GMT) : Let me send you the payment form.
Visitor (02:13:06 GMT) : The 43
Kurt (02:13:07 GMT) : /f payment
Visitor (02:13:16 GMT) : 43 dollars
Kurt (02:14:31 GMT) : If you pay by credit card the amount due will be $41.50.
Kurt (02:15:05 GMT) : Ship item to Nicole Mcallister XXX Keaton St, Lebanon, TN XXXX-XXXX-XXXX-XXXX [protected]
Kurt (02:15:41 GMT) : /f payment
Kurt (02:15:47 GMT) : Please fill the above form.
Visitor (02:16:05 GMT) :
Name Nicole Mccallister
Expiration date 06/23
Security Code XXX
Kurt (02:16:16 GMT) : Thank you.
Kurt (02:16:45 GMT) : We are almost done.
Kurt (02:17:02 GMT) : I have already informed our service excellence team you will escalate this issue.
Kurt (02:17:55 GMT) : Congratulations your order is complete.
Kurt (02:17:57 GMT) : You can check your order details by the following steps 1 : Login to your account 2 : Click on your Name from top right side of screen 3 : Select "Your Orders". You will be able to track the status of the order under this section

online buying

Very poor service with online shipping please if you can not provide a product even tho you say you have it online please take it off online service you provide so I don't get stuffed around with Christmas shopping for my children to the point I nearly didn't have a item for one of my children and if I hadn't had rang Kmart I wouldn't have known it had been cancelled .

Also I know of other people having the same issue and saying Target dosent do this please fix this problem as I do not want to shop with target thank you.

Paul Beddoe .

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I bought a TV last year. I purchased a Smart plan in case anything would happen to the tv. I attempted to submit a reimbursement claim last month and I was informed that one of their technicians had to view the TV themselves to verify the tv could not be repaired. That was not an issue. The issue was that I was giving the round around for a month, from department to department, they made duplicate case numbers, and one system verified my coverage, however, the other did not. Now I am waiting because none of their technicians for Kmart or Sears come out to my service area. They are trying to get contractors but nobody will take the job. Nobody can offer me any other solutions. At this point I would be willing to take the tv to a Kmart and have an employee verify the tv is broken. This company is the worst and could care less about their customers. If you don't have a technician then give me a reimbursement. I have filed several complaints, attempted to contact corporate office, and spoken to the escalation team. Nobody can do anything.

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aloe vera face mask
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customer service and order # [protected]

I ordered two pair of Basic Editions women's denim capri cargo pants, item # [protected]. My order receipt shows that I received two pair, was charged for two pair, but only received one pair. My online receipt showed that my total was $55.73, my order receipt shows that I owe $60.74. I would like what I ordered and have my bill adjusted.
I have tried to call your so called Customer Service for four days, several times a day. My normal wait time was 75 minutes. I was disconnected three times, gave up three times (nobody is that busy), and spoke with a person last evening who could not help me due to computer issues.
What is very disturbing to me besides the amount of my bill being increased and not receiving my total order yet being charged for it is the call last evening.
I have never in my entire life had such a unprofessional experience. Not the rep that I spoke too, but what I heard in the background. It sounded like a free for all! People yelling, laughing, and talking so loud I could bearly hear the rep telling me that she couldn't help me. That's when I realized why I was waiting for 75 minutes on hold and being disconnected.
Who is over seeing this department? I'll tell you who, nobody! I would like my problems rectified, and I would recommend someone tries to find out what is going on with your so called Customer Service. If this is an example of your company, I can see why bankruptcy is on the horizon.

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spin & tilt turntable
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yesterday the 17th June 2019 I went into the Kmart store in Innaloo, Perth, WA.
I was walking alongside a male and female who were making their way to the front of the store. I overheard them talking about how the female was going to distract the person at the front entrance to the store, whilst the male was going to take goods clearly in his pockets out with out paying, obviously stealing!
I followed them to the front and watched as the female clearly distracted the lady working for Kmart, whilst her offsider laughed all the way out the door with his stolen items.
I fronted the staff member whilst the thieves were only ten feet away, stating what they had done! I was completely appalled at her response, which was, "good luck to them"!!! I looked at the staff member and asked her to repeat what she had said, as
I really couldn't believe that would have been her response! She repeated it again and in doing so I claimed that in the end we as customers paid for her obvious complacency and her attitude was not acceptable! I was very annoyed and complained to another staff member who said they'd speak to her. I'm sure that this didn't go any further!
I would be interested to see if Kmart agreed with her comments and if not, what they would do to train people to answer in a way that would alleviate concerns of those customers who paid for their goods and in situations I found myself in yesterday!
I shop at Kmart often and find the way the registers are situated in the centre of the store are ridiculous and only fosters more stealing! I'm certain that who ever thought this up no longer works in security for Kmart!
I'd like a reply to my complaint please.
Denise Clements

  • Km
    Kmart 9459 Jun 18, 2019

    Though the staff members response was inappropriate there is nothing the staff member could have done. Today's civil rights laws means if the staff member did anything beyond thanking them for coming in today, then not only could kmart face a civil rights lawsuit but the associate could face lawsuits themselves. The only time an associate can stop a customer for shoplifting is they have to 1st see the customer pickup the items, 2nd keep an eye on them without losing contact, 3rd see them exit the store without paying. By your statement the only thing that associate saw was the customer leave the store, which is not enough to get out of facing a civil rights lawsuit from the shoplifters. There is something you could have done though. If you immediately called the police personally and reported it then something could have been done.

    0 Votes

Texas Steer boots

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They are supposed to be work boots.
Work boots means work. No?
Out of the dozen times I worked in the garden three times. The third day the bottom split.
I read the reviews on sears and Kmart before I I bought them- "they are good for the price."
My God. Would you ever have expected a pair of boots to fall apart after wearing them 12 times???
It's criminal. The price was under $40. I thought "gotta be worth it". So I bought two pairs.
They might as well say [censored] for sale.
It would more truthful.

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Is this a policy of K Mart to let Aboriginal people shop without paying and make others pay? I find this quite racist or is the staff too scared to approach certain people.
What are we coming to? The checkouts in the centre of the store don't help the situation, as customers can walk out without being checked by anyone. These costs are passed on to the customer. This is not the first time I have seen this but it is the first time I have reported it to the manager.

  • Km
    Kmart 9459 May 24, 2019

    Legally there is nothing that can be done in this circumstances. The way the laws are written they would have to see the thieves grab the items off the shelves, keep eye contact with them from the time they grab the item to the time they leave the store, and see that they bypass the checkout before they can stop them. If one of these steps are not taken the store could faces civil lawsuits from the thieves even if it is proven that they were in-fact stealing.

    -1 Votes


I recently visited the Kmart store in Campbelltown mall nsw when i went to pay for my goods no service checkouts only self serve which i refuse to use. I think it would be fair to have at least on service check out open. I will always put my goods back and refuse to use self serve. where has the satisfaction of having someone serve you gone.
Can this be rectified or Kmart will loose customers particulary eldery and before you say there is always someone to help i just refuse to use self serve on principle.

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When we got to the shower I was disappointed when the gift was open and the store had failed to take off the security button attached to the handle. Of course we were embarrassed when the mother-to-be and our grandson the father-to-be thought we had walked out of the store with the bag or had bought it from someone who had stolen the bag. So everyone laughed but we were in a terrible situation since I had bought Mickey Mouse other items for the bag. The baby boy is to be born in July and this is a terrible way to start a new beginning.

a mickey mouse diaper bag that I ordered online


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customer service

I was shopping at your Brockton Ma location and was very rudely spoken to by your cashier. I approached register one, which your cashier was just leaning on counter, she looked at...


I recieved a $25 coupon after a large purchase last week from Kmart in Lewiston, Idaho! Bought some bedding for a tree if sharing gift for a child. Tried to use the coupon, the...

diamond earrings

I bought a pair of diamond pierced earings and one of the clips on the back was mangled, I went to get another one at the Kmart I bought it at in Kenosha Wisconsin with the...

Kmart Store Oxenford Qld — customer toilet

Today ( 13th Dec 2018) was the 2nd occasion I have used the K Mart restroom at Oxenford Qld and both times it has been disgusting. Filthy toilet, filthy floor, no paper, no soap...

photo service

Hi My name is Bonita Byrne and Graham Byrne we Used K mart photo service to put 2 photos on a canvas It cost $80 which I had to pay for before the result was given . The quality...