Kmart

Not happy with this Store’s Manager or customer service from this company as a whole. My wife placed a Xbox One in layaway online for me for Father’s Day. We made all the payments on time and on 8÷1÷2014 the final payment was due. My wife went to our local store here in Cleveland and much to her surprise was told that she couldn’t make a payment there nor could she pick up a Xbox One there in store. This info was confirmed by the store manager. My gripe here is that just about everything (including my purchase) can be ordered online and picked up at the store, so at this point the last payment hadn’t been made, and it would have been VERY easy to just ship the one that was ordered to the store and let my wife take one out of inventory, but she was told flat out no. I in no way was cool with any of this, why would I pay close to $ 600 for a video game system to be handled by UPS and left on my carport, so I tried calling K-​Mart customer service, and just so you know it doesn’t really exist its just a machine that gives you three options (none of which are helpful and of course NONE that get you to a live Human Being), so I use the chat function and here goes:
Chat Transcript
info: Please wait for a Kmart Customer Service to respond. This chat may be monitored or recorded for quality assurance purposes. Your average wait is ***** seconds. Thank you for holding.
info: You are now chatting with &#*****;Hawkins&#*****;
Hawkins: Good morning.
Hawkins: May I know your name please?
*****: My name is
*****: My wife placed a item in layway online and went to our local store to make the last payment
*****: She also thought she was going to pick it up and was told that it HAD to be shipped
*****: Is there no way I can make this last payment and pick it up locally
Hawkins: I&#*****;ll be happy to check on this for you.
*****: Thank You
Hawkins: May I know whether you placed an order in our store or online?
*****: The item was placed in layaway online.
*****: I also know that most items have a store pickup option as well
Hawkins: Thank you.
Hawkins: Kenya, I see that you placed an order for Xbox One on layaway for shipping. I see that you have ***** payment to be completed. The next payment due on your order is $*****.***** on the *****/*****/*****. I request you to make the final payment within ***** days from the due date i.e. *****/*****/*****.
Hawkins: Once the payment is completed the order will be shipped within ***** business days and you will receive a shipping confirmation email.
Hawkins: I&#*****;m sorry to inform you that you do not have an option to make the shipping layaway payment at our store, you can make the payment online only.
*****: So that really makes me want to not make the last payment
*****: Because I need this item today
*****: And I am not keen on letting a almost $***** piece of equipment sit on my doorstep
*****: I need someone to make this happen for me today
*****: Escalate please
Hawkins:, I completely understand your concern, I really want to help you.
Hawkins: I&#*****;m sorry as you have placed the order for shipping, once the last payment is completed the order will be shipped within ***** business days and you will receive a shipping confirmation email.
*****: I&#*****;m sorry and I know you are just cutting and pasting your answers at this point, but that is not good enough. Please Escalate my issue to a supervisor or I will look for the CEO&#*****;s personal email address and or Social Media to voice my concern
*****: I am beyond angry at this point
*****: You need to PLEASE pass me off if there is nothing more you can do for me
Hawkins: Kenya, I have checked with my supervisor, as you have placed an order for shipping we do not have an option to make any changes after placing the order. I&#*****;m sorry, we do not have CEO&#*****;s personal email address. You can contact us at
.
Hawkins: Are we still connected, Kenya?
*****: Its ok after some research I have located Edward Lampert&#*****;s personal email address on the Sears Holdings Intranet while I was holding and will be sending him a copy of this chat log and voicing my issue on Twitter
*****: This conversation has been very unproductive and it seems it has taken me over $***** to learn that K-​mart will NEVER see any of my business EVER again
So after this person from India jerks me around for about 2 hours… well you can see it. So I go to Twitter and sure enough someone from @KmartCares answers me, and I’m told that they have contacted the store Manager about the issue and he will contact me. Now remember I HAVE TO make this last payment today because if I don’t I’m in breach of my layaway contract. So I make the payment and what happens. IT SHIPS!.. So when it gets here on Tues they can have it back, I want my money, and I will never be back.EVER.

Well it’s not as packed as the other place. But, they were busier than usual. Most of the time you can find someone to help you. If you look at the red signs that will tell you what’s on sale. It’s bigger than Kmarts.