We ordered a patio set earlier this year from Kmart.com. The set was in boxes, which we did not open until 2 months later because we were having a party. When we opened them, the cushions were severely defective, ripped and torn. We immediately called Kmart.com, who told us to call the vendor to have them replaced. After being put on hold for hours and having to call back for days, we found out the vendor had gone out of business!! When we called kmart.com back, they said we could no longer return the item...even though it was defective!
My husband complained so much that they referred us to Sears Corporate to mail a letter. We mailed a signature certified letter to Sears Corporate, explaining the situation and how angered we were. We got the signature confirmation, but no reply at all! (It has been 3 months) My husband, furious at this point, called KMart.com and raised hell. He found a supervisor who said he would refund us our money. (We have his employee name & number) He said we would receive a refund in our bank account within 3 days. WE NEVER DID. My husband called him back to tell him it did not go through, and he suggested we do a product exchange instead. So we chose a different patio set, and he applied our refund toward that. HE ENDED UP CHARGING THE ENTIRE AMOUNT TO OUR CREDIT CARD AND MAXED IT OUT! My card was declined when I had a cart full of groceries!
At this point, we were FURIOUS. We called him back, and he finally refunded the amount and had to cancel the new transaction. We were back at square one. He said he would once again put the "refund" through to our bank account. When it did not go through...again...we tried calling him back, but each time the customer service line disconnected us!! They knew it was us and hung up on us. Same thing with emails...we started emailing them demanding a response and a resolution, and NOTHING. We have sent a certified letter, and approx. 50 emails, all with NO reply. This is by far the WORST customer service we have ever encountered and I want to expose them for what they really are! I would love to turn this into a lawsuit.
Canyon Lake, California