Order# 416686881. I ordered a 50' Plasma TV on 10/26 for $522.90 which was to be a STORE PICK UP (I never picked up the TV nor had it in my possession). As soon as I submitted the order online I realized it was PLASMA (which is complete garbage as we all know). I immediately called 1-800-733-7249 to cancel the order. The woman I spoke with advised that she had canceled the order & I would see a refund in three business days & I would receive a confirmation email immediately confirming the refund had been requested. At the time the charge of $522.90 was pending my back account. I DID NOT receive the confirmation email showing a refund had been requested.
On 10/31 (the 3rd business day) I still hadnt received the confirmation email which worried me so once again I called 1-800-733-7249 the woman I spoke with told me she DID NOT SEE any refund requested, she also said that I should have received the confirmation email immediately following my initial call. She placed me on hold & advised that a refund would take up to five business days. On 11/01 I spoke with Pamela A. Sales and Customer Care Associate who assured me she would get this corrected & forward this issue to her supervisor & also to be on the lookout for an email (NO EMAIL!).
On 11/02 (the 5th business day) I called 1-800-733-7249 once again because I had NO refund & still hadnt gotten that confirmation email. At this point I demand to speak with a supervisor the woman I had on the line wouldnt allow me to speak with a supervisor she said the supervisor was there with her, they were going to research & escalate this issue & they said it takes seven business days to see a refund & they also confirmed that they did NOT see a refund processed & that I should have gotten an email. STILL NO EMAIL!
On 11/03 I spoke to Brenda T Kmart Customer Care she like the others also refused to let me speak to a supervisor however she was able to get that confirmation email showing a refund was requested sent out. On 11/06 I called 1-800-733-7249 & got Steve I demanded to speak with a supervisor he transferred me to what he called account manager Brenda, Brenda blatantly hung up on me & disconnected my call at 2:05pm. I called back & I got Ayel she said she was transferring me to online solutions; she also like the previous rep hung up on me & disconnected my call. I called back & got Pam who said she was transferring me to Case Manager Denise.
At 2:15pm Case manager Denise said the systems were down & she could not assist I asked if I gave her my tel# could she follow-up she said no her dept does not make outbound calls. I asked could I stay on hold until the system comes back up she said sure if you want to wait in hold for 1-2 hours & placed me on hold. I WAS ON HOLD FROM 2:19PM THRU 3:27PM OVER AN HOUR ONLY FOR CASE MANAGER DENISE TO HANG UP ON ME & DISCONNECT MY CALL!!!
Obliviously the phone beeps on their end or they are supposed to check back with the customer every one to two minutes once they place us on hold. She just takes it off hold & places it right back on hold without saying a word. At 3:27pm spoke with an Arlene who transferred me to Frank case manager. He advised they did not even process a refund request until 11/05 so I would have to wait 7 business days from that date says this has been escalated to case management he's in online solutions should 24-48hours. I asked if they could give me a credit or maybe a gift card for the companys negligence, misinformation & lack of competence. He seemed very uninterested as if I was bothering him through out the entire call & advised shc@customerservice. Sears.com.
I spoke with Michelle C via chat who advised: Due to the detail of your questions call 1-800-349-4358 you can then request to speak with a case manager for further assistance. I work in a call center environment & I must say this is the WORST customer service I have EVER witnessed from a company coming from a consumer & an employee stand point. KMART is the most incompetent company I have ever dealt with! Clearly they teach their employees that if the customer IS NOT buying something or placing a NEW order they are irrelevant! I will not stand by & allow you to KEEP my money for a product I NEVER had in my possession.
I have recorded ALL of my convos today with your RUDE, incompetent & dishonest employees. I will forward this to my attorney, the better business bureau & all of my local news stations. I will NEVER purchase anything from your in the future! I have a very popular blog site & a lot of twitter & social media followers. I will make sure to let the world know what a HORRIBLE company you are! I will make sure a LARGE part of your potential HOLIDAY/CHRISTMAS proceeds go to your competitors such as. I demand a resolution & a refund immediately!!! Please help me expose Kmart!
Sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company. Plus, if you post a competitors name more than likely they will show up on search engines as a Rip-off! - - your comments on this policy are welcome.
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