Kmart St Lukes — Attraction in Albert-Eden

Increasing to four stars as post this, the staff called up to understand the situation, apologise and offer a refund.

On Sunday. 06 October my wife and I went to the Kmart store in the St Lukes Mall, Auckland. We saw some Christmas trees that were on display. One of them had a round placard on it which mentioned it was tree C, and the price for which was $25.We bought one of them, and after coming home when we opened it, it was nothing like the one on display in the store. The height was much smaller than what we saw, and even the colour of the leaves was very dull.

Later this evening we went back to the store to confirm if the both were similar. We found the tree on display which still had the placard (with the tree C, and $25 on it) on it, and we found out that the both were different. We immediately asked one of the store person nearby. The person advised that if the both are indeed different, we bring it back and exchange for the right one.

A couple of hours later we return back to the store for the exchange, and we are told to pick the right one and come back to the counter for the exchange. And then we notice that there are no trees similar to the one on display. And also notice that the placard missing from the tree. We go to the counter and ask for some assistance in finding the right one. A person comes along and after a bit of walking around the aisles and checking in the system, advises that the item had the wrong placard on it (which is when it began to make sense to us as to why the placard had been taken off from the tree ONLY after we enquired about it).

And then we are told that the tree actually costs $49 (i.e. almost double the price of what we paid). And upon a little more closer inspection on the one on display, we see a little placard on the behind of the tree with just the alphabet C. And the store person rips it off in front of us. And we also find the original placard with the price in between other boxes. A photo of the original placard, and the tree are attached. Note that the board with all the tree models and prices on it was not initially there.

In the end we ended up paying double the price.

Overall, we were unhappy with the whole process: Understand this may not be false advertising, but for no fault of ours we had to do rounds of the store. As both of us work during the day, it is only the evenings we get to spend time with each other. And our whole evening goes in disassembling the tree and packing it back in the box, and running to the store again for the exchange Though unhappy, we would have felt ok, if we were told it was a genuine mistake. But after coming back for exchange and noticing that the placard was missing. And to find it hidden amongst other boxes highly disappointed us. And most importantly, there was no apology for the mistake of Kmart, nor for our personal time lost

A highly...

Absolutely appalling customer service. I was in line waiting to go to the check out with the man at the counter because my trolly was too full to scan it by myself. A Kmart worker, Indian lady approaches me and asks why can't I scan it myself. I explained to her because I had too much stuff and I needed help. She proceeds to say to me "ohh so you decided to turn back around from nearly walking out with the trolly to pay for your items"!!! I was shocked and asked her if she was assuming that I was trying to steal. She straight faced said to me "Yeah you, I saw you it was you" I told her once I finish scanning and paying for my items, I want you to go and look through the camera and point me out trying to walk out!!! She was so confident and said "sure no problem" She looked through the cameras AND COULDN'T FIND ME WALKING OUT!!!! She instantly changed her story.

Is this how your customer service is like?? I was discriminated and profiled before I EVEN GOT TO THE COUNTER!!! Is it because my trolly was full and I didn't look like a person that could afford to pay for it?!!!! Or is it because I'm pacific islander that was dressed in track pants and a hoody??!!!

She must have done this before because the confidence was giving that she was high and mighty!! she had the audacity to assume I was trying to steal and confidently said she saw me with her own two eyes absolutely unacceptable!!!! I will be taking this to HR, no one deserves to be profiled and discriminated like this.. EVER!!!! It's disgusting and you need to do better with training your workers.

This happened Wednesday 17th September at around 6.30pm. Look through your cameras and tell me if what she did was right??!!! Absolutely disgusting. I will take this further!!! I believe she could be the on-sight supervisor. If this is how your supervisor...

I would like to place feedback for one of your awesome Team member "Billie" - and here is why Kmart has always been my go to place and I happen to visit it almost twice a week for buying some or the other stuff either for me /friends or for my daughter. Couple of times I wasn't able to find the items especially in toys section and I always try to seek help if I see any staff nearby and most of the times I had received cold responses like " Check the reception" etc and the staff walks away. I have no issues about same coz I understand staffs are usually busy with their own things and filling up the racks . But Last week when I visited St lukes Kmart ,twice I happened to encounter this smiling face and super helpful person Billie- who actually was passing by the toys section and I asked help to look for some wooden and handy toys for my 2 yrs old daughter first time and then I was looking for magic colors on my second visit and each time she immediately stopped and started looking for the things around and actually gave her time to make sure I get what i was looking for. I was so happy to see someone like Billie who gives priority to customers first and helps them immediately, also she understands the customers needs and provides valuable feedback on the things you are willing to buy /gives you different options ,which impressed me a lot and that's why I felt she should be appreciated for all her hard work and efforts she puts in everyday at work to help us. She is definitely one of the positive person I ever came across in Kmart who is always happy to help others and let you go home with a smiling face too. She is an asset to Kmart St lukes store and stands out compared to others coz of her kind and helping attitude. All the best Billie and Keep up the good work! Will be happy to see you around in...