- Louisville, KY
HORRIBLE CUSTOMER SERVICE EXPERIENCE-Why make it so hard for customers?
On Friday, October 12 I came home to find my order from Kmart.com on my front porch where UPS had left it. I went to pick it up and I heard a rattle as if something was loose in the box. As it ended up, the box was beat up on one side and had been taped. When I opened the box, parts of my 13 pc Craftsman Spade bit set were rolling around inside. I knew instantly the box had been damaged in transit, the plastic case had opened and all but four bits and the metal holder had fallen out. I immediately called Kmart customer service as I asssumed they would want to place a damage claim against UPS. I spoke to Syliva (in Florida) and explained the situation. She appeared to be pulling up documents on how to handle the situation as the call took about 1/2 hour. Ultimately, she agreed to credit my Sears account for the amount of the spade bit set. I asked her to send me an e-mail confirmation about our conversation and the amount to be credited and she indicated she would. Today, October 16 I still had not received the e-mail confirmation and called back to make sure everything was being handled. I spoke with Sylvia (in Georgia) who may go down as creating the worst single customer service experience I have had. I explained to her the situation and told her I was calling just to make sure the credit was in process. She apologized and put me on-hold while she looked into it. Eventually, she came back on the line and said she was still researching. I asked her if she needed more information about what had happened and the original call. She again apologized, said she was researching and put me on-hold. After an extended hold she came back, apologized and said she was crediting $9.00. Since the spade bit set cost $19 I told her that didn’t make sense and on my original call we had agreed to a full refund. Again, she apologized and put me on-hold. Eventually she came back telling me she would need to send it to “that department” and it would be two or three days. At this point I had been on the phone over 1/2 hour and I was getting livid. I asked her what “that department” meant and why I needed to wait two or three more days since my original call was on 10/12? I asked her what the normal process was when a package was damaged in transit? No answer. I asked her if she had documentation from the orginal call? No answer. Basically, she didn’t have the answer to anything I asked. She kept apologizing but doing nothing. I had to ask her to stop apologizing as it was getting that annoying. I asked to speak with a Supervisor. I waited over 15 mintues and was never connected to anyone. So here I am, four days from my original call trying to do the right thing and report it right away. I’ve spent 1.5 hours on the phone with customer service and gotten nowhere. Why put customers throught this hassle???