KMART.com SEARS Holdings BUY ANOTHER ONE! Company Policy is to take your money and then insult your intelligence. kmart.com Internet

Things you should know before purchasing from KMART.COM/SEARS Holdings:

1) There is no customer service. It's all about COMPANY CASHFLOW and putting money into the ellusive Mr. Lewis's pockets.

2) Calling the corporate offices is useless. You cannot reach an executive or anyone on an executive level. The best you can do is a CS supervisor.

3) Do not believe what you are told. From service rep to service rep, the story will change; but no one has the authority to support any of the stories you will be told.

4) KMART.com will not replace an item.

5) KMART.com will not credit your account as they claim they will, on the day they claim they will.

6) KMART.com will offer you nothing other than to place another order at your cost. Talk to 3 people, and they will waive delivery charges. Talked 3 more and a supervisor, and they'll offer you 10% off. Talk to another 4 supervisors, and they'll offer you 20%. Wait till the next day, talk to 7 more people, and they will then offer you to credit your account, 20% off, free shipping, and a $25 gift card. Be AWARE that all of this is contingent on you forking out the cash to make the same purchase for the 3rd time, on faith, with no credits at the time of purchase, or guarantee that you will receive a credit or the item you have ordered.

7) Do not raise your voice or be upset in the least over being ripped off by the company. It is acceptable for customer service to put you on hold indefinitely, pass you to another, hang up on you, or tell you that you are over-reacting...

This is a copy of the report I filed with the BBB...

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 94127912.

Filed on : June 26 2007

Filed against :
KMART.com/SEARS Holdings
3333 Beverly Road
Hoffman Estates IL 60179-0001

Complaint Description:
On May 31, 2007 I purchased 2 items from KMART.com. 1) 1 Madison Collection Armoire 2) 1 Madison Collection Dresser The items arrived, however, I discovered the armoire was damaged when I went to unpack it for assembly. I contacted KMART.com on June 16, 2007 regarding this issue, and they internally issued an order for their contract carrier, UPS, to pick up the damaged armoire.

KMART.com refused to replace the damaged item at their expense, and informed me that in order to have receipt of a replacement, I would have to purchase another armoire. Because time was an issue, I purchased another armoire, charging it to my Washington Mutual account. KMART.com agreed to negate the shipping charge of this order.

If the shipping charge was credited to my account with Washington Mutual, it is not being reflected on my on-line statement; however, a Washington Mutual Service agent indicated that KMART.com has issued a $49 credit. At this time, I was told that my Barclays (Juniper) account would have all charges removed relative to the damaged armoire. As of today, 6/26/07, KMART.com has failed in this obligation.

On 6/20/07, UPS picked up the damaged armoire from my residence for it's return to KMART.com. KMART.com verified that this act is recorded in their internal records. I have no tracking information relative to the return, as it was handled by the merchant, at the merchant's expense. The second purchased armoire never arrived at my residence. The scheduled delivery date was 6/20/07.

KMART.com informed me that their agent, UPS, was returning the item to KMART.com, because it was again damaged in shipping. UPS has verified this information, as reflected from the tracking number indicated on my shipping confirmation. The item was returned during the original shipping process, and never left the hands of KMART and/or KMART's agents.

Once again, I was told that a credit for this purchase would be issued, this time to my Washington Mutual account. Once again, KMART.com refused to replace the item at their expense, and instructed me to purchase yet another armoire. I refused.

As of 6/26/07, KMART.com has failed to credit either my Barclays or Washington Mutual accounts. KMART.com has been in possession of both purchased items since 6/20/07, and in possession of over $500 between the two orders for the same item.

I have contacted KMART.com repeatedly, have spoken with no less than 7 customer service reps, 5 supervisors, and 3 different individuals at KMART.com/SEARS Holdings Corporate Offices, between 06/16/07 and 06/26/07.

The individuals at the Corporate offices represent themselves to be "Executive Assistants" empowered with executive authority, however, they are unwilling or unable to correct the situation or issue credits, and refuse to allow me to speak with any corporate officer or individual who holds a title or position that may allow for resolution.

KMART.com can be reached online or at 1-866-562-7848. The executive offices, which fall under the parent company of SEARS Holdings, are located at 3333 Beverly Road, Hoffman Estates, IL 60179; with a phone number of 1-847-286-2500. Please be advised that if you contact the executive offices through the above number, the individuals at that location are very quick to transfer your call to KMART.com customer service.

I not only am adamant in disputing every penny associated with the armoire purchases as reflected on my Barclays and Washington Mutual accounts, but I am willing to support any avenue available to protect other consumers from the practices of KMART.com/SEARS Holdings.

I have no issue with the charge relative to the dresser that was purchased on my Barclays account, as the item arrived, and is in my possession.

Thank you for your assistance in this matter.

Your Desired Resolution:
Refund, acknowledgement of unethical business practices, implementation to save other consumers of this experience. Will not refuse compensation for stress, income lost due to time spent trying to resolve issue, interest on monies unduly held, and ammends for a broken promise to a 10-year old girl.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

Kathy
Ellijay, Georgia
U.S.A.

Click here to read other Rip Off Reports on K-Mart