Kmart Chatswood — Attraction in Sydney

EDIT Kmart refunded my mattress topper, so that’s a good thing (one more star).

It still irks the Couriers Please didn’t even leave a card in my letterbox, as they were never here and Kmart are acting like that’s ok.

I won’t shop online with Kmart anymore. Only in store.

……

I have to say this is possibly the worst service I've ever received and surprised that it has come from Kmart, who are normally top class with their service.

Not only has my parcel not been delivered, but tonight when I was chatting with an Agent, Monina (not Monica), using the 24/7 chat service at 11:20pm on Monday, 31/07/23 - she disconnected! She hung up on me before she had answered my question.

Delivery Issue: I ordered a couple of items off kmart...electric blanket and mattress topper. The electric blanket arrived no problems...the Guy buzzed the intercom and left the parcel just inside the front door downstairs in my apartment block.

However, today Couriers Please were supposed to deliver the mattress topper. Suddenly I get an SMS telling me they were unable to deliver it and I have to pick it up from somewhere. They didn't buzz my intercom, or ring my mobile as per instructions. No missed calls. Nothing. I doubt they were even in my street.

Why do I have to waste time finding out where they have taken it? Then going down and getting it?

To add insult to injury when I tried to chat to an Agent, I provided all my details and then outlined the situation...no answer...so I'm waiting thinking, is she there?

Finally I get told: "As per Couriers Please , the parcel needs to be collected at the post. Kindly contact them for the delivery. apologies we will have this lodge to Couriers Please for the status." Then she said goodnight and disconnected! Incredibly rude.

This is very disappointing. Why do I have to follow up with Couriers Please? Why don't Kmart follow up with Couriers Please.

I really think that Kmart should send me another mattress topper. If Kmart can't rely on Couriers Please or even contact them to find out what’s going on, maybe they shouldn't use them.

This is terrible customer service..I paid for the item and I paid for it to be delivered...and so far, nothing! Kmart has not kept up it's end of the bargain.

I would like a refund or my parcel to be...

I am writing to express my deep disappointment with the level of customer service I received at your Kmart store in Chatswood today. As a regular customer, I have always enjoyed shopping at this store after work, but my recent experience has left me feeling disrespected and humiliated.

While waiting in line to pay for my items, the customer lead directed us to one of the counters. However, the staff member at that counter, a young man with tall, blonde hair and who appeared to be around 20 years old, was incredibly rude to me and my companion, who has an Asian face. He rolled his eyes at us and stated that he was not going to serve us, despite the fact that we were patiently waiting in line. To add insult to injury, he grabbed a "not in service" sign from another counter and slammed it down in front of us with great force, causing a loud noise that startled us.

I couldn't help but notice that when we left, he served another customer without any hesitation or issue. This has led me to believe that this staff member's behavior was racially motivated and that he treated us poorly because of my companion's Asian appearance.

This behavior was completely unacceptable and unprofessional. I felt disrespected, embarrassed, and discriminated against, and it has left me questioning whether I want to continue shopping at Kmart. I understand that customer service can be challenging, but this staff member's behavior was beyond the pale.

I hope that you will take appropriate action to address this issue and ensure that your staff are trained to treat customers with respect, regardless of their ethnicity or appearance. As a loyal customer, I hope that my concerns will be taken seriously, and I look forward to hearing from you soon.

The thing happen at around...

On November 12 2020, met a customer service representative named David Longo at Kmart Chatswood customer service. He's by far the true reflection of what customer service should be. He's friendly, sincere, honest, creates good vibes when dealing with him and best of all he provides clarity with his explanations. I understand it is not easy to be dealing with refunds, exchanges and what not on a daily basis. Based on my observation, he handled enquiries professionally amongst other customers including myself and still abide to the business protocols.

On the other extreme, there is a lady named Gina at customer service Kmart Chatswood. She's the total opposite - grumpy, unhappy when asked a question, utterly rude, and doesn't allow you to speak / explain at all times. One cannot expect customers to know the ins and outs of how Kmart operates. I spoke to other customers about how she handled enquiries and they felt the same about her.

Given she appeared to be SO unhappy with her role and responsibility within "customer service", perhaps seek other alternatives such as working at the back store?

I don't normally write many reviews or name shame people in public but I am at that point where I get sick seeing her treating customers with no empathy and fantastic employee like David Longo is unrecognized so there goes my 2 cents. David Longo, keep up the remarkable work!

Apart from this experience, overall Kmart Chatswood is inviting. It offers great variety with reasonable prices generally (not all :)...