Kmart's New "Customer Service" Policy: Buyer Beware!

Or, save that receipt!!

I recently bought some towels at our local Kmart. They were Cannon -- a longtime national brand -- and in the mid-price range. After being washed twice, one of the towels started falling apart at the seams. So, I took it back, knowing that it was obviously still new, and damaged. All I wanted was the same towel, an even exchange.

But not so easy, because I paid cash originally, and didn't save my receipt. Their new policy states that a receipt is necessary for all exchanges and refunds, unless you can track your purchase with your credit card and prove it.

But I just want to trade the damaged towel for the identical one you sell, I said. No go. No receipt, no return or exchange.

I tried calling the 800 customer service number to have this policy explained to me. I paid for a towel that fell apart in two weeks, all I want is the same towel. "Susie," the woman at the 800 number said I was out of luck. I asked to speak to a supervisor, but Susie said there WAS no supervisor. No receipt, no return or exchange. No supervisor. No, no, no!

Of course by this time it wasn't the *%&^@)%$ towel, it was becoming the principle of the thing.

So, lesson learned. If you buy anything at Kmart, save your receipt! Or, drive down the hill to Target, where they stand behind the merchandise they sell.

Comments

[Aaron]

What's funny is, my wife has had the same issue with Target. They will take it back without a receipt, but they have arcane rules about how much credit they will give you for the item.

It's more often a problem when you want a different item. I accidentally bought a movie for $15.99 that we already had. I took it back but didn't have the receipt. They refused to exchange it for another movie, even one priced at $9.99 - because the one I bought had been on sale in some Target somewhere in the world for $3.29 at some point.

Companies that treat their customers like this will not thrive when the economy comes back...and this is another reason why shopping at locally-owned businesses when you can is often a great choice too.

Great post!