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Missing item from delivery
So I received part of my order but one item is missing I have spent weeks emailing and every response is different and more silly they keep saying the delivery has been delivered well yes it has but it's missing a item and the best one yet is I can't get a refund but if I go into a store I can return the item for a refund! Like wth I don't have a item to return that's why I asked for a refund it's like no one actually reads the email just sends a stupid response.
Pathetic dont bother
I have received 2x orders both faulty and whilst Im getting my money refunded.
On of the orders i have to fully disassemble and pack up myself for pick up.
Honestly wont be ordering from kmart online again.
Their customer resolution team is quick to respond but the overall customer experience is sub par.
Ordered a bookcase online, arrived missing a leg. Advised couldn’t get replacement, would have to return the whole thing. Told could get replacement and they would waive $10 postage, which I initially declined, wanted a full refund. I saw a similar item on website for about same price and emailed to ask for this instead later in the day. I sent the email 3 times with no reply. Just realised I have not received refund after 3+ weeks. Went online to chat room and now advised it will be done in 5-7 days…hopefully. Diabolically bad ‘service’ all round….
Dont Ever Order Online Ever
I’m still WAITING for my desk that I ordered 2 months ago. It’s half here at my house. I have followed up 3 times - they can’t tell me what is happening. No response. Pretty sad when you’ve been waiting 2 months for your desk to arrive and still nothing from the company. Don’t bother.
After a three and a half week wait, I found out the wardrobes that I ordered had not been delivered but a home gym had been dropped at my door. The customer service has been disgusting since letting them know. No effort has been made to promptly reimburse me or apologise for the mishap or even explain. Every customer service query is answered with basic cold responses that do not answer your questions. Get a better customer service team and treat your customers with some kind of respect.
- Kmart Online Store
Moving the Goalposts without informing customers!
I purchased a quilt cover set online in March and when I received it I took it from the package to see what it looked like on a bigger scale. I found the material not to be of good quality and the pattern looked quite different to the online photos.
I took to kmart store for refund and was told their policy on returns had changed and if packet was opened there would be no refund.
I looked all around the Manchester area and there are no signs displayed saying if you open package there will be no refund.
I find this to be misleading and dishonest, they should at very least have signs advising of this policy change.. not good enough Kmart!!
2 refunds still not received now 3 months & 6 weeks later- KMART are you in financial difficulty?
I have returned online orders twice to your stores, you have taken back the goods and given me a refund receipt for payment to be via you online teams within 5-10 days.
Both refund have never been received!
This is despite contacting you customer service team via your SMS service and being again advised it would be another 5-10 working days after their manual escalation to the account team for payment.
What's going on KMART?
- Kmart Online Store
No more Kmart ever!
I have ordered a washing machine 2 weeks ago. But I need to cancel my order in few days ( I need to move my apartment). I called the customer service, I gave my order number and the guy was super nice. He said the Allied Express took the order but they will contact with them and tell to bring the item back. I asked him is that all, do I need to do anything else, he said all good I will get my refund in a few days. So I waited a few days, I haven’t gotten any refund or email from Kmart but a message saying my “ order is on the day”. Delivery guy...s shoed up and I told them I have canceled my order so I don’t want the item take it back. They took it back. So I called the customer service and told them the situation they were nice again on the phone. The lady said it should be miscommunication, they should bring the item to them. I will get an email and refund soon. So I said it’s fine whatever. But what again! After a few days I got another message saying my order is on the way. So I called Kmart I said I got message You giys told me my order has been canceled and everything is fine. They even brought to my door and I sent it back but why are they bringing again!!! She said they might be bringing to them not me, if they bring me sent it back AGAIN. I told her I am not home. So she said if they leave it there call us we will arrange someone to pick up. So I hang up to phone, in a few 2 hour I got a message saying “my delivery has been delivered”. When I went to home it was no washing machine! Just because Kmart has back terrible logic system I had to lose $500!!? And it’s a order I canceled, they have confirmed it has been canceled! Luckily I have the record of all conversations. They better do return because she said without the item they can’t do return!!!! And look at this signature! Where is the picture of the item if they delivered!? I have been customer of Kmart, I always buy from the store, online is the worst experience I have ever had. I won’t even go to the store again. Big disappointment! Useless customer service.
Kmart online is kind of a joke. On us!
Most stuff is always "not available online ",then in Townsville, a major northern city with army base, major university and hospitals etc is "remote delivery "!
They make it separate to your other orders so they can charge this.
Yeah no. But does mean they can smack you with $60 for remote delivery!
Plus refused to return shoddy products because "not in box "
Yeah everyone has storage space for lots of empty boxes!
If the stuff actually works in the first place omg.
That's a huge NO from me and my family.
2 weeks ago Kmart Smithfield QLD advised me to go onto Kmart click and collect to pay for a bike. They said I could pick it up the next day. i went to the store to collect the bike and they made me pay for it a second time!!!! because they said I had ordered the bike with click and collect despite being told to do that with the store. The rep gave me a no and said to phone it. I phoned it but it was not staffed on a weekend. I complained to the manager before I left the store who advised me I wouldn't even need to contact Click and Collect. I w...ould be refunded on Monday. The Monday came and went and when I still hadn't received my goods on Tuesday I rang Click and Collect. An unhelpful rep advised that 2nd bike had been shipped despite what the Manager had told me. She advised me she could not refund me until she had contacted the freight company. I asked her to call the freight company and esculate my complaint. Instead of doing this.....She did nothing. Next day no response, contacted Kmart click and collect via message. Nothing was done. Last Friday a delivery person tried to deliver a 2nd bike. I refused the delivery and rang Kmart,who advised me I would be refunded yesterday. This didn't happen. I have just spent yet another 20 minutes with click and collect live who advised me the item is in transit. Maybe in another few days I might get my money! I have spent thousands of dollars at Kmart, and never in my life have been treated so badly. One oversight is acceptable, but every time is not. Not one of my complaints have been esculated. I have asked for an email address or to speak to a senior manager, I have put my complaints in writing. All have been ignored. Was horrendous customer service Kmart. It is not okay to steal from someone and then not return their money!!! Absolutely stressful and disgraceful!
Worst kind of online shop!
I ordered four storage tubs. (I had to bulk up the order with other items to get free shipping, which was annoying, but hey...) The four tubs arrived - with three lids. I asked KMart to please ship the final lid. They refused. If the product is defective, they can either refund me or I can go to a physical store and get an exchange. (Not possible, as no stock in physical stores anywhere near me.) I repeated that the product was fine, just incomplete, and could they ship the final piece. Nope. We have our rules. Tough.
Online stores are first and foremost selling trust. KMart clearly fails badly at this, and on top of this are incapable of shipping products correctly. Don't use them.
I ordered six 11L Smooth and Shiny Medium Clear Plastic Tub in order #103989007 online, however received without lids, to email customer service to send the lids to me but get rejected, the reason the first customer service [Name Removed] provide is "We have looked into your order and your account history and can confirm that we have refund you previously for different orders, therefore in this case item needs to be returned in any Kmart store to be refunded. Just simply print your email confirmation and present the receipt in store for an exch...ange or refund." which is ridiculous. First of all these items are definitely different from the previous order. In the previous order the refund is because the items are broken which is Modular Draw Organiser - Large, in this order the items are 11L Smooth and Shiny Medium Clear Plastic Tub so there is no chance that I will apply multiple times for same product packed, secondly, is NOT SIMPLE to me! In such a covid-19 condition, I'd rather not to go to the shop otherwise I would not placed the orders on online. Packing without the lids which should be a mistake on your packing team, who made the mistake should take the initiative to solve the problem, not pass on the difficulty to the customer who need to spend an hour to make up for your mistake. the customer's time should be respected. Why don't you check the shop first to see if there are 6 lids left over instead of irrelevant order together doubt customer's honesty. To buy stuff from Kmart from time to time is a mistake? Is it a reasonable excuse to punish/turn down your royalty customer? Then another staff [Name Removed] suggest that "You post back at any Kmart store. Please include your Order confirmation to identify your items. Provide us the name of the courier and the tracking number to check your returns. However, please note that YOU WILL BE SHOULDERING the shipping fee. Once we received the item, we will be then processing your refund for the cost of the said item." Why I will be shouldering the shipping fee, you can send me a shipping label to ship it back. The third customer service [Name Removed] comes: "To help us in resolving this case, we would be grateful if you could please try sending a JPEG photo as an attachment. Once received, we will be able to analyze and we will try our best to come up with a solution. Ok, I did so. As the photos I attached here there's no chance there was any lids in the box. The forth guy [Name Removed] replied: "We have looked into your order and your account history and can confirm that we have refund you previously for different orders, therefore in this case item needs to be returned in any Kmart store to be refunded. Just simply print your email confirmation and present the receipt in store for an exchange or refund." I feel trapped in their loop...Why is it so difficult to get the things right? I don't want exchange or refund, just send me the 6 lids which I suppose to receive in the delivery!!!
If you’d like disappointed and a headache shop here
No item sent. No help. Emailed questions not addressed. Refund given a month later without including $35 delivery fee so now I have to chase this too.
I have had this happen to me more than once. I can’t trust them. Cheap stuff, if it ever arrives…
Last year Halloween items arrived six weeks AFTER Halloween and we’d ordered it a month before.
Other times things have arrived broken and packed in such a careless way.
- Kmart Online Store
Wish I could give it 0 stars - terrible online delivery service.
Bought a Fathers Day Present online last September (haven’t seen my dad for three years due to COVID), paid extra for postage. He never received it. Contacted Australia Post they said they left it on the doorstep in full view (not a safe place) they said to contact Kmart as it was not ticked to be signed for (which you would expect when you pay extra for postage). Kmart replied said it was not their problem and to contact PayPal and request a refund. PayPal said it was not their problem and contact Kmart again. Dad missed out on a present and I’m $53 out of pocket.
UPDATE : After this review I was contacted by Kmart and given a full refund. Unfortunately I still wouldn’t use online Kmart again because of my experience.
- Kmart Online Store
I can’t give a low enough review.
I was charged an extra delivery fee for a product I never received. The delivery fee jumped from $14.00 to $43.25 for 2 items. I only received one item and after contacting both Allied couriers and Kmart was finally given a refund in the undelivered item. However Kmart feel the delivery charge stands and refuse to refund me the additional charge of $29.25 for an item I did not receive. I have sent over 5 emails disputing this and went to the Robina store where the manager was reluctant to even speak with me and then informing me he was unable t...o help as well. I am now returning all of my items to Kmart and won’t be returning to their stores. I won’t be dropping the matter and will now take my dispute further. Absolute rip off and the worse customer service I have ever received.
Questions & Answers
I have place an order 2 or 3 days ago. And Still I havent received any order confirmation and receipt in my email. But I have been deducted in my afterpay account already. How can I check if order was really confirmed and being processed? And how can I track my order?
Mate, on the ground, KMart seems to be inflating prices and dispensing with human staff in favour of self-serve.
So don't expect much online help either.
But, to check your order : ...
Hi Jonah, we're so sorry to hear this! Commonly when this happens it's due to a typo in the email. If you can PM us the date you made the order, total cost, items ordered, delivery/ billing address an...d contact number associated with your account we can check this for you.
I placed an order online (items that are large).
I originally selected that the items not be left unattended upon delivery and rather that they are signed for, under the impression that said items would be sent together, and thus I would be able to ensure that either myself or someone else would be home on the day or at the time of the expected delivery.
*After* placing the order I was advised that it would be likely that each item would be shipped individually, dependant on what stock was available at each warehouse, which I completely understand. Although, I cannot ensure that either myself or someone else can be home to sign for said items on what could be potentially spread out over 3 separate business days.
Additionally, I do not particularly and potentially want each item to be sent back to the nearest Kmart store because no one was home to accept and sign for the delivery, only to have a refund automatically processed, when instead - any form of communication could be taken to contact myself to then organise the collection from the store itself if the delivery was unsuccessful.
Furthermore, I would then have to wait for the refund to be processed, placed said order again, and pay an additional $80+ delivery fee.
Am I able to change it so that the items can be left unattended rather than signed for?
Hi Stephanie, thanks for getting in touch. Unfortunately, we're unable to change the delivery instructions once the order has processed, but depending on which courier your parcels are shipped with, y...ou can reach out to the courier directly to request the authority to leave it amended.
how can i review my old orders
I bought 2 plant pots on the 7th April, which arrived today from Shellharbour.. Order No. 304120307. Both arrived badly damaged. I have taken photos, but I cannot attach here. Please refund and if you...want the pictures, send me an email where I can attach. I had an earlier order for a step stool that also came damaged but I did not complain as it was only $5.
Hi Shan, thanks for reaching out! These will be in your order history on your account.
We're so sorry to hear that the plant pots you ordered were damaged, Raelene! Unfortunately we're unable to remotely refund without viewing the damage first. You can reach out to us via Facebook or by...filling in your details here: https://www.kmart.com.au/contact-us/ and we can assist in sorting this out for you.
Get an answer from our members and Kmart representatives
About Kmart's Online Store
The Kmart Online Store sells most products sold at physical Kmart stores. You also have access to Kmart's Online Exclusives products.
You can buy a range of products ranging from clothing, home and living products, tech products, toys, beauty products, sport and outdoor products, and kids and baby products.
Some features of the Kmart Online Store include:
- Free delivery over $65.
- Metro delivery within 3 to 5 business days.
- Order before 12pm for same day collection.
- Have your Click & Collect order delivered express for $5.
When shopping on the online store, you can see the stock availability of an item at your preferred physical Kmart store.
How do returns work?
You can return certain products that have been purchased on Kmart's online store, but they must meet a few criteria, some of which are:
- It must be returned within 60 days of purchase.
- You need to provide a proof of purchase (such as a receipt), and
- It must be 're-saleable' (that is, unused and in original packaging).
What do reviewers think of the Kmart Online Store?
Reviews for the Kmart Online Store have mostly been negative. Among positive reviews, customers praised the competitive prices and the efficiency of Click & Collect services (although reviewers were divided on this).
Those who left 1 or 2-star reviews said that Kmart's customer service for their online store was lacking and not particularly helpful. Reviewers who wanted a refund said that these took a while to process, and in some cases, Kmart didn't refund the delivery on unfulfilled orders.
They also said that some of their orders were only partly fulfilled, and that they weren't notified that there wasn't stock for the items they didn't receive.
Some reviewers also said that Kmart's website wasn't user-friendly, saying that it was difficult to navigate and that sometimes they were met with error codes.
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