Kmart, 4500 North Rancho Dr., Las Vegas, NV - KMART RETURN POLICY - NO GIFTS FROM KMART PLEASE

Kmart, 4500 North Rancho Dr., Las Vegas, NV - KMART RETURN POLICY - NO GIFTS FROM KMART PLEASE

KMART RETURN POLICY - NO GIFTS FROM KMART PLEASE

Dear Complaints.com please post my complaint about KMART'S return policies. The following is the corrospondance that I have had with KMART about the situation so far.

KMART

Store City: LAS VEGAS

Store State: NV

Store Location: 4500 NORTH RANCHO DR

Comments: To Whom It May Concern,

Thursday, July 29, 2004

I had a bad experience in a Kmart store today. I had a birthday party for my 9 year old a couple of weeks ago and her grandmother decided to buy her a pair of rollerblades from Kmart. She didn’t know what size to get so she guessed and she figured that if they didn’t fit I could take them back

and exchange them. Well we tried them on and they were just a little bit too small so I decided to exchange them for a bigger size.

My mom had given me the receipt incase we had any trouble. I truly expected this to be a quick and easy transaction, but it was anything but. I told the girl at the return desk that the skates were a gift and that they were too small. We needed to exchange them for a bigger size. The girl inspected

the skates and found that the skates did not match the box. There was no upc on the box or the skates and the upc on the receipt did not match the skates or the box. The box said size 8, the skates were size 4, but they were rung up as size 13. I can understand why there was some confusion. She called the person from that department and he came up and inspected the box and the skates. He went and looked the skates up in the computer.

He came back and said that they don’t carry those skates anymore and that they hadn’t carried them since June of 2003. He implied that I was trying to pull something. I told him I had a receipt and that the skates were purchased only a month ago. He told me that they could not exchange them

and that I should go to the store where they were purchased. At this point I am starting to get irritated. They are making me feel like a criminal.

Like I am trying to pull one over on them and all I am doing is trying to exchange a $20 dollar pair of skates! I asked to speak to a manager. Instead of calling a manager up to speak to me directly the dept person calls the manager and gives the manager “his” version of the situation. I never got to speak with the manager. He hangs up and tells me that the manager said I need to go to the store where the skates where purchased. I was furious at that point. I had two kids with me and it is 106 degrees outside. The last thing I want to do is drive across town to a different Kmart....in hopes that they will exchange the skates. I asked the

employee if he would call the other store and find out if they will do the exchange before I drive all the way over there. He pointed to the phone and said there’s the phone. I thought that was pretty rude. After 30 minutes of being interrogated by the staff at the return desk I decided it was enough and I drove over to the other store. I went straight to returns and asked for a manager so that I would only have to explain the situation once. The manager was very courteous and helpful. She told me to go and get the right size and they would exchange the skates. Wow finally some customer service!! What a concept!! I don’t know why they couldn’t have just done the exchange at the other store and

saved me a trip across town. When we were trying on skates I noticed that many many skates were not in the right box. Many mistakes were made by KMART employees that caused this situation, the KMART employees at 4500 NORTH RANCHO DRIVE, LAS VEGAS, NV 89130 didn’t care. They put all of the blame on me. I feel like a criminal and all I did was receive a gift that was purchased from KMART.

This situation could have been avoided if the KMART employees had been doing their jobs properly in the first place. If the KMART employees had been a little less lazy when cleaning up the skates and actually made sure that the right skates were in the right box, if the cashier had bothered to match the skates with the box when she was ringing the sale, if when the cashier called for a price check the dept person had given the cashier the right upc or bothered to come up and look at the skates before rattling off the first upc he saw.

So anyways because of the KMART employees mistakes and carelessness, I had a really crappy day....so I just wanted to let you know and I hope to god no one ever buys my kids or me a gift from kmart again. Sincerely,

Wendy

here is the reply I got back from Kmart

Wendy,

Thank you for writing Kmart. We are always interested in hearing from our customer but regret it was your dissatisfaction with the exchange policy that prompted you to contact us. Customers are really supposed to return the item at the store where it was purchased. Otherwise, it would already be the store manager's discretion to refuse or allow the exchange. There are no plans to alter the refund and exchange policy. While I understand your frustration, the creation of exceptions would make any type of operational guideline extremely difficult to administer on a daily basis at store level. Again, we appreciate your taking the time to write and hope to serve you and your family as Kmart customers in the near future. Should you have further inquiries or concerns, feel free to visit us at www.kmart.com.

Cathy

Customer Service Network

For best service, please include this message with your reply

And here is my reply to the email from KMART

Friday July 30, 2004 Dear Cathy

Its ok please don't go changing any policies on my account. The next time I have a birthday party I will put on the invitation. NO GIFTS FROM KMART PLEASE. Thank goodness no one sent me a gift from a kmart in another state. I guess I would have to fly out there and exchange it. I have never heard of such a return policy in any other retail store. Maybe that is why they are enjoying success while Kmart struggles to stay above water. Usually when you get a gift you have no reciept at all, so how are you supposed to know which store to exchange at. I think that putting NO GIFTS FROM KMART PLEASE on all of my party invitations will do nicely and when people ask me why I will tell them and I will ask them to pass the information on to a friend. Thanks for your reply. Wendy Wendy Click this link to e-mail the above consumer: //