• Report: #232924

Complaint Review: KMART - SEARS

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  • Submitted: Fri, January 26, 2007
  • Updated: Sun, October 14, 2012

  • Reported By:San Mateo California
KMART - SEARS
1700 S. Delaware Street San Mateo, California U.S.A.

KMART - SEARS RIPOFF Unfair RETURN POLICY and SALE PRICED items marked down XMAS San Mateo California

*Consumer Comment: They're nice when you have a receipt .

*UPDATE Employee: You've got to be kidding

*UPDATE Employee: Clearly Posted

*UPDATE Employee: Clearly Posted

*UPDATE Employee: Clearly Posted

*UPDATE Employee: Clearly Posted

*Consumer Comment: Common KNowledge..??

*Consumer Suggestion: Why remove the Tags?

*UPDATE Employee: What would you do?

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On Jan.5, I purchased several items including a Martha Stewart rug,apx 60"x26".

The rug did not fit, so apx. 2 weeks later within the 90 day policy period, I tried to return it,& had forgotten my receipt on the desk at home. God forbid! Now they want you to take a gift card,which is understandable.No prob.

My tag,with the code was not attached, so the 1st clerk scans the price card & comes up with $1.99....
I didn't remb. the exact price,apx. $20.00. I told her no, this is a mistake, because this is a large rug,& it's "Martha'" Stewart's rug,& she doesn't sell face cloths for $1.99! Nothing she can do...
I went to the isle to bring her another of the same size, color, ect...& same thing,happens.
I said if these rugs are $1.99 I'll get 10 of them!!

Now I'm going for a 3rd rug,& turned around & no one is @ the counter, & the clerk had my license.

I then asked for a supervisor, & she keeps repeating over & over there's nothing that they can do if it's now on sale....I check all ads 1/2hr earlier,& it was not on sale.

I tried to reason with the supervisor, explaining to her then your company is loosing $$$,( 4get abt. me),don't you care that there's that big of a difference, in price?!!! Nope she didn't care! Not at all...the Manager was also standing by & did nothing...

I asked if she'd scan it again, as it may have been the clerk's register or lack of exper.& she did,scan it on hers, & low & behold it rings up @ $17.99,but since my tag was "unattached" there's nothing she can do...

If you ever want to get your head twisted come to KMART!

I asked to to come to the isle,3' away, & she refused....what the machine shows is what the price is....

Ok, I said I'm going to get my receipt,cause now, I want to make sure I get every penny, back from these Customer Service, idiots.
Stand in the long line again.... & now get a new tweetle, (never mind!)
As she's handling my receipt,& now refund, the supervisor turns to us & states,I told her if her TAG is removed...we can't give her a refund!

I went all the way home, & now you're going to tell me no refund? I have my receipt, for the $22.00 rug that you wanted to give me $1.99 for!

Then they were worried about the size, being correct,ect....
I said there's another 1 off the shelf and under the counter
and I also had a tape measure with me, in my pocket,so offered to measure it for her...
Here goes another 5 mins....

I sent a complaint off to Sears, re: the matter & rec'd a call from Linda,the manager @ 6:30 AM!!!
And her main focus was that she didn't have another African American with braides @ her store @ all!! So it was more abt. the Ebodies language, of what was the exact phrase of hair, that was her focus! I was unimpressed..

There was no feed back what so ever as to why, what, when & how, their procedures are,nor that she'd speak to them,as to what would've have been a better solution, until I meantioned it.

She wanted me to have a $10.00 gift card to cover my gas,& appoligized,several times,& then said if I wanted to pick it up...her schedual was as follows...

Another joke, right?!!

I asked her if she could mail it, & it was rec'd with a letter from the manager on duty,at the time, with the dreadlocks? braides,pony tailed, do; regarding the service,& it was glued upside down, in the middle of the letter! Real professional!

I had 2 similar experiences with their sale items after Christmas Clearance's, 50% off that didn't apply to the Kmart "Christmas" plastic ornament storage box...???? that also infuriated me. I emailed & got no where that time,other than I could come back, & they'd give me 50% off on another storage bin....none were the same..SO never did go back for that.

What happened to Good Old fashioned,Customer Service?
WHere you don't get treated like a common thief when you do a return without the receipt...

On another occassion, I had purchased a purse from their Redwood City store & decided to return it,too small, with receipt in hand..... to the closer SM store, & the same super who handled the rug, handled this 1 too, asked me can I ask you why you purchased this in the RC store & now want to return it here?!!!
I said what's the difference?!!! These employees are unreal, from the top to the bottom...

Sears really needs tolook at their employees, & either train them right, or get rid of them....
There's alot of people who really want to help people,& need a job,that can also represent their store/co.in a decent respectful way!

Anita
San Mateo, California
U.S.A.

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This report was posted on Ripoff Report on 01/26/2007 06:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/KMART-SEARS/San-Mateo-California-94403/KMART-SEARS-RIPOFF-Unfair-RETURN-POLICY-and-SALE-PRICED-items-marked-down-XMAS-San-Mateo-232924. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

They're nice when you have a receipt .

AUTHOR: Ksou - (United States of America)

First off, you came to Kmart without a receipt, then you where mad you had to drive home and get it , but since the tags were removed anyway you couldn't return it .

Since you know they have to scan the barcode on the tag to ring the price up, does it make ANY sense to you that you could return it without the tag . The problem with America is I'm sure folks like you get honest workers fired all the time, since you whine and complain so much management decides to "take action" against their minimum wage works .

I saw this whining in person a month ago at kmart . The manager told this woman clearly that they can only refund the lowest price in the last 30 days without a receipt . The woman became erratic, claiming that Kmart was stealing from her, her mom brought her the clothes so she didn't have the receipt, then this woman proceeded to tell the employees about how much she was going to complain , how she was going to tell her friends not to shop their . 

Now after witnessing this , I went and warned the workers( who were very nice and helpful to me, since i'm smart enough to BRING MY RECEIPT WHEN EVER I RETURN SOMETHING ) that this woman was probably going to get at least one of them fired . That's how minimum wage jobs work, you work all day severing some of the stupidest people on earth , and you'll still get fired though no fault of your own if they complain enough . 


Remember the folks on the other side of the counter are still people who deserve to be treated with respect . 
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#2 UPDATE Employee

You've got to be kidding

AUTHOR: Egnar - (United States of America)

It's amazing that it's come down to blaming the intelligence of a clerk at a retail store for incompetence and lack of training when you don't get your way - It doesn't come down to lack of training when a no-receipt refund is denied or a tagless refund is denied, it comes down to that customer service representitive being trained properly in the companies policies.

It doesn't matter what's right or wrong, it matters that this person behind the counter is making minimum wage, if not just over minimum wage to deal with whining all day and more than likely has very little job prospects other than dealing with people like you - They follow these rules to the T because they may get written up or fired, otherwise - Not everybody is lucky enough to get a high paying job, even with the proper experience the job market is so saturated that the most qualified people sometimes end up in the worst positions.

The truth of the matter is you came to an SHC store and tried to return something against store policy and blamed the competency of the person in charge for not allowing it to happen - I can only imagine the horror of the clerks and managers who had to deal with that kind of crap.

All of that aside, I work for K-mart as a Loss Prevention Associate - I'm the guy in the store who sees everything happen behind the scenes, gets to see all of the scams and how they take place and comes up with ways to prevent them at a store level [so corperate policy is not my job].

Almost every day somebody comes into a K-mart store, walks into an aisle, picks up an item off the shelf and walks over to customer service trying to return something they never bought, let alone even walked out of the store with.

Almost every day somebody comes into a K-mart store and attempts to return something they brought in from outside that they stole off our shelves months in the past.

Almost every day somebody walks into our store claiming they never got an item on their receipt even though when I review camera footage I can clearly see the item being bagged properly and leaving the store with the customer.

I'm not saying you're one of these people, sometimes legitimate claims come up that we can't do anything about - I've returned items without a receipt in the far past before at local retailers, but would not be remiss if I were turned away, the policy makes sense. If you're mad don't blame the clerk, he didn't make the policy. . .And you can blame corperate all you want but it's not their fault either - It's the thousands of people pulling scams from simple $5 return fraud for spare cash to thousands of dollars in return fraud per week to make a black market living.

 

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#3 UPDATE Employee

Clearly Posted

AUTHOR: Nbales - (U.S.A.)

While I do not work at the aforementioned store, I am a Kmart employee. As far as I know, all stores have the same return policy: 90 days WITH receipt. Without a receipt, it goes to the lowest sale price in the last 30 days. Not all sale prices are listed in the ad, and if the item was on a one day blowout clearance sale, it DOES count. Hence the $1.99, or so I assume.

As for there being no tag on the item, that does create difficulties in determining if it is the correct item or the item that was sold to you. Don't get me wrong here-- I personally believe you, but it is not up to what I believe. Customers have bought rugs identical to the ones they have at home that 'Fido' has urinated on, and brought back the Fido rug and kept the new one. This might be why they were hesitant to issue a refund.

The smart thing to do, on their part, would have been to look at the item's sewn on tag for the UPC number. If that had been removed, my guess is as good as yours. I know that where I work, it really is at manager discretion in cases such as this, and they are under no obligation to prevent you with a refund. I'm glad that they at least made an attempt to rectify the situation, though it seems you have deemed it as sarcastic.. though I also think that a 6:30am call is ridiculous. I'm sorry you feel you have been treated unfairly, but read the fine print on the back of your receipt and it might save you a trip or two.
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#4 UPDATE Employee

Clearly Posted

AUTHOR: Nbales - (U.S.A.)

While I do not work at the aforementioned store, I am a Kmart employee. As far as I know, all stores have the same return policy: 90 days WITH receipt. Without a receipt, it goes to the lowest sale price in the last 30 days. Not all sale prices are listed in the ad, and if the item was on a one day blowout clearance sale, it DOES count. Hence the $1.99, or so I assume.

As for there being no tag on the item, that does create difficulties in determining if it is the correct item or the item that was sold to you. Don't get me wrong here-- I personally believe you, but it is not up to what I believe. Customers have bought rugs identical to the ones they have at home that 'Fido' has urinated on, and brought back the Fido rug and kept the new one. This might be why they were hesitant to issue a refund.

The smart thing to do, on their part, would have been to look at the item's sewn on tag for the UPC number. If that had been removed, my guess is as good as yours. I know that where I work, it really is at manager discretion in cases such as this, and they are under no obligation to prevent you with a refund. I'm glad that they at least made an attempt to rectify the situation, though it seems you have deemed it as sarcastic.. though I also think that a 6:30am call is ridiculous. I'm sorry you feel you have been treated unfairly, but read the fine print on the back of your receipt and it might save you a trip or two.
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#5 UPDATE Employee

Clearly Posted

AUTHOR: Nbales - (U.S.A.)

While I do not work at the aforementioned store, I am a Kmart employee. As far as I know, all stores have the same return policy: 90 days WITH receipt. Without a receipt, it goes to the lowest sale price in the last 30 days. Not all sale prices are listed in the ad, and if the item was on a one day blowout clearance sale, it DOES count. Hence the $1.99, or so I assume.

As for there being no tag on the item, that does create difficulties in determining if it is the correct item or the item that was sold to you. Don't get me wrong here-- I personally believe you, but it is not up to what I believe. Customers have bought rugs identical to the ones they have at home that 'Fido' has urinated on, and brought back the Fido rug and kept the new one. This might be why they were hesitant to issue a refund.

The smart thing to do, on their part, would have been to look at the item's sewn on tag for the UPC number. If that had been removed, my guess is as good as yours. I know that where I work, it really is at manager discretion in cases such as this, and they are under no obligation to prevent you with a refund. I'm glad that they at least made an attempt to rectify the situation, though it seems you have deemed it as sarcastic.. though I also think that a 6:30am call is ridiculous. I'm sorry you feel you have been treated unfairly, but read the fine print on the back of your receipt and it might save you a trip or two.
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#6 UPDATE Employee

Clearly Posted

AUTHOR: Nbales - (U.S.A.)

While I do not work at the aforementioned store, I am a Kmart employee. As far as I know, all stores have the same return policy: 90 days WITH receipt. Without a receipt, it goes to the lowest sale price in the last 30 days. Not all sale prices are listed in the ad, and if the item was on a one day blowout clearance sale, it DOES count. Hence the $1.99, or so I assume.

As for there being no tag on the item, that does create difficulties in determining if it is the correct item or the item that was sold to you. Don't get me wrong here-- I personally believe you, but it is not up to what I believe. Customers have bought rugs identical to the ones they have at home that 'Fido' has urinated on, and brought back the Fido rug and kept the new one. This might be why they were hesitant to issue a refund.

The smart thing to do, on their part, would have been to look at the item's sewn on tag for the UPC number. If that had been removed, my guess is as good as yours. I know that where I work, it really is at manager discretion in cases such as this, and they are under no obligation to prevent you with a refund. I'm glad that they at least made an attempt to rectify the situation, though it seems you have deemed it as sarcastic.. though I also think that a 6:30am call is ridiculous. I'm sorry you feel you have been treated unfairly, but read the fine print on the back of your receipt and it might save you a trip or two.
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#7 Consumer Comment

Common KNowledge..??

AUTHOR: LEENA - (U.S.A.)

It's pretty common knowledge that without a reciept most stores will only give you current price that rings up in the register. For instance...you buy someone a sweater for christmas and they try tu return without the reciept. Store doesn't have any more because that item went clearance after you purchased it. Although you may have paid full price, it's the LAST CLEARANCE PRICE which shows on the register and that's what you get for the sweater. Otherwise all kinds of people would be buying things on clearance and returning them for full price.

The ONLY time I have EVER had a store make an exception to this rule is when I purchased an expensive mens 3 in 1 coat from a large sporting goods chain. less than a year later the coat was completely coming apart. I phoned ahead and the store told me to bring the coat in and it could be exchanged out for a similar coat. When I took it in...mind you it was a 90 minute drive to the store and it was December...the computer showed the last price on the coat to be $39.00. I explained to the cust service rep that I had driven 90 minutes with the coat, it was obviously defective, it was the middle of winter, and all I wanted was to swap for a similar coat of equal value. I wouldn't even get a windbreaker for $39.00. She called a manager down and he looked up the original price of the coat, and what they had in stock in the same size. He agreed that the coat was, indeed, defective. In fact, he told me his friend had had the SAME coat for 5 years and it did not have any of the issues this one had. He told me the coat had been discontinued by the manufacturer the past spring and that they had 2 similar coats in stock in the size I needed. One was 99.00 the other on sale for 85.00. Then he instructed the cashier to give me the full original price of $119.00. I had actually paid less than this for the coat as we had bought it in the spring, but the store manager was aware that all I wanted was another coat and it would not have been fair to expect me to pay out of my pocket to replace a defective item. And although I could have mailed the coat in for a replacement to their customer service center, he knew that would have put my husband out of a coat for 4 - 6 weeks. Again, not fair. In effect, by giving me MORE than I needed to replace the coat on the store credit, he encouraged me to do additional shopping while I was there and I actually did buy some extra items out of my pocket. That guy should be training people in customer service as a freelance training assistant!!
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#8 Consumer Suggestion

Why remove the Tags?

AUTHOR: John - (U.S.A.)

Wouldn't common sense tell you not to remove the tags until you are sure the rug would fit and you are going to keep it?
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#9 UPDATE Employee

What would you do?

AUTHOR: Mary - (U.S.A.)

OK, so lets say that you own a company and someone brings in an item that the tags are off of and they do not have a receipt...what would you do? I am an employee of Sears and work in the Sears store, not Kmart, but you have to understand, a lot of other stores carries the same brands as Sears/Kmart and without a receipt we can not tell if you really bought that item at our store or not. I think Sears is very good about offering gift cards if you do not have your receipt especially if you have already torn off all they tags!
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