|On November 24, 2010 I place an order with Kmart.com. I received the order Tuesday November 30th. I had my child try on the two shoes from the order. They were small so I decided to even exchange them for larger sizes. |
I was able to call customer service around 7am Wednesday December 1st and have one shoe reordered at the same price and was told to bring the other shoe into the local store. The second shoe did not have the size online I wanted to I decided at the time not to reorder the second shoe. I called all of the local stores and found that the shoe was not sold at any of the local stores. At this point I (approximately 10am the same day) decided to recall customer service and take the available size they had online, one size larger, but still better than a small size.
I wasted my entire day calling different reps. I must have spoken to at least seven different people calling at different times from 10am through 5pm due to the fact that they said their systems were down and would I call back in an hour. Each time I explained to them the problem and what I wanted to do and the fact that the shoe is not sold locally. No one told me this was a problem.
Today (Thursday December 2) I start calling again in the morning at about 7am. I get another rep who asks for all of my information and I give it to her and once again, she tells me that their systems are not working due to an upgrade and give it an hour because she cannot enter any information. Noting that there was only one size left in the shoe I wanted I asked if I could order the shoe online and then call and get the price adjusted as I would be doing an even exchange. She put me on hold and after about 2 minutes came back and said I could not get the sales price. I told her that the item is no carried locally and that if it were I could simply do an even exchange. We got no where so I hung up and called again.
I spoke to another rep and gave her all of my information. She was on board and ready to do the adjustment, except the last rep put notes in my account that there should be no price adjustments made. I told her that the reason that she noted that is because I asked her if I could get the price adjusted if I placed the order myself. I told her that the first rep that I spoke to had already done a price adjustment on another shoe and I did not see the problem and would not have wasted a day of my life if this was the policy.
I asked to speak to a manager. That is when I spoke to LeeAnne in Des Moines Iowa who told me that it was not Sears' problem that I had ordered the wrong size when I tried to explain to her that if it were local I could just go to the store and do and even exchange and this inconsistency in policy did not make any sense to me. When I asked to speak to her manager she said that her manager would not give a different answer. When I told her I asked to speak to her manager, and did not ask about a different answer she put Crystal, also out of Des Moines on the line. I asked her about the inconsistencies and why was I not told about this before wasting a day calling and recalling and recalling, she basically lied and told me that there are several notes stating that I was told that the price would not be honored to which I basically told her she was lying because the original rep on that call told me that there was one note which would have been made on the call made five minutes prior to this call.
The WORST customer experience I have ever had. Inconstant policy basically they honor when they feel like, for who ever they feel like. The have lost a customer and I don't plan to just let this drop, I plan on writing there cooperate customer care department because this is totally unacceptable.