I would like to share my experiences that my family and I received at your Somers Point, NJ K-mart (store #9463). My family and I frequent your Somers Point store, and become aware of the poor Customer Service and lack of knowledgeable employees. Especially, on the days we decided to purchase merchandise.
On April 14th of this year, after looking at your Sunday advertisement, my father and I visited your store to purchase a boys bike (receipt# 09463 041408 005 75442). No one was available in the sporting goods department to lend us a hand and we had to walk to the customer service desk and ask for assistance on three separate occasions. Forty minutes later help arrived, but he was not very knowledgeable. We asked him about the cost of the bike, the quality of assembly, and the return policy. He referred us to customer service to get our answers and they told us to talk to someone in sporting goods. We went back and forth between customer service and sporting goods. It took three frustrating hours to purchase a $79.99 bike that, as we found out later, was poorly assembled. Two weeks later, as my nephew was trying to stop the bike, the rear brakes broke. A week later, and after a couple of scrapped knees, the front brakes went. The bike was too unsafe to ride. If buying the bike was a hassle, exchanging the bike would be worse. Therefore, we decided to take the bike to the local bike shop rather than go through the customer service hell at K-mart. It cost us $30 to get the brakes fixed, nearly half of what the bike originally cost.
Even after that awful experience on May 11th my mother and I returned to K-mart to purchase a bike for my five-year-old niece. We were looking at 16″ girl bikes with training wheels. Again, there was no one available in the sporting goods department, and I had to walk to the customer service desk and ask for help twice. The bike we were looking at, (item# 02891401954 $79.99, receipt# 09463 051108 026 68437) required assembly and had no price tag. Fifteen minutes later an employee, John, showed up in a red, dirty un-tucked K-mart shirt. He did not have a clue and behaved as if we were bothering him; he impatiently took out his cell phone to text someone and instructed us to take the bike to customer service for a price check. While waiting for him to get off his cell phone, I impatiently carried the boxed bike to the broken price scanner in the sporting goods department. After slapping the scanner, like an old television set, it began to buzz and beep and few seconds later displayed the price of the bike. Again, I asked about the cost of assembly and the bored employee called someone to find the answer. He told us the assembly would be free and Randy, K-marts bike assembler, would be in on Tuesday to put it together. Frustrated, I carried the bike to customer service and spoke to Nicole: the cashier. I told her that we wanted the bike assembled and began to haggle about the promised free assembly. We bought the bike and left it to be assembled.
I called Kmart on Wednesday to find out if the bike was ready and was told that the assembler would not be in until Thursday and to call back to speak to him then. I called on Thursday but there was no answer. I decided to visit K-mart to find out if the bike was ready: it was not. Randy, the bike assembler, did not show-up that day and would be in on the next day (Friday) I was told that the bike would be ready on Saturday. I returned on Saturday, May 17th, to pick up the bike, and spent two hours trying to get someone to check to see if the bike was ready. After all that frustration, the bike was poorly put together. The seat and the handlebars were off center and after just a few hours of use, the training wheels became bent. To get the training wheels replaced would cost $18 + labor to fix at the bike shop.
Does K-mart want our business? What happened? K-mart used to be a fun and convenient place to shop. It was more pleasant and took less time at the DMV then it takes to buy merchandise from your store. I attempted to have the cost of repair of my nephews bike reimbursed to me, but was told that I should have tried to have K-mart fix the problem. Do you blame me for not wanting to spend hours of be ignored at your store? Know I have a 5 yr old sad that she cannot ride her bike, she does not understand that her bike is unsafe for her to ride. My family and I agree not to shop at K-mart again. Do you blame us? The sad part is that you (KMART) will not do anything to rectify the situation. You will not respond to my complaint, and not even attempt to win me back.
Sincerely a disappointed ex-customer of K-mart.
Repsonse from K-mart
Dear Mr. Eulo,
Thank you for your recent correspondence regarding your experience with one of our stores. We are always interested in hearing from our customers, but regret it was this type of situation that prompted you to contact us. Please accept our apology for any inconvenience you may have encountered due to the customer service experiences you encountered at our Somers Point store.
We have forwarded your message to the Store Coach. They will contact you within two (2) business days.
Once again, thank you for contacting us.
Kmart.com Customer Care