Kmart Queenstown — Attraction in South Island

Experience at Kmart Queenstown - Change of Mind Policy Issue

I recently purchased a wireless keyboard and mouse from Kmart Queenstown but wanted to exchange it a week later as I wasn’t happy with the look and intended to use the balance towards other in-store items. I needed to check that the keyboard was working properly at home before attempting to return it, which I explained to the staff.

However, when I tried to make the exchange, I was informed by staff that I couldn’t do so as a "change of mind" because I had “tried” the product. I explained that it was essential to test electronics at home to ensure they function correctly, but the Store Manager reiterated that trying the product at home invalidated the exchange, despite the item being in pristine condition, with the box and packaging intact. (this is just common sense to try new electronic product at home to check for faulty items as you can't in store but for Kmart staff to redeem it as 'used' is impractical).

Following the manager's suggestion, I contacted customer care from the store. After customer care spoke with the manager, I was told they couldn’t override the manager’s decision. The manager’s recommendation to reach out to customer care turned out to be unhelpful, as it was only to confirm that no exception would be made.

I asked for clarification on the "change of mind" policy, especially as other items like clothing can be returned even if they’ve been “tried on” at home as long as they are in a re-sellable condition. The manager replied that Kmart’s policy did not allow exchanges for electronics that had been tested, even if they were returned in like-new condition. This was especially frustrating given that they’d damaged the box while opening it for their assessment. I was told that the item would go in their “bin pile” as it could not be resold.

Kmart’s "change of mind" policy was applied unreasonably in this case, despite the product being within the 60-day window, with all packaging and item condition perfect. I believe this experience reflects poorly on the flexibility and customer care Kmart claims to provide.

Kmart complaint has been lodge due to this issue and the impracticality of how Kmart staff in store and customer care on the phone had handle this situation when their customers are trying to obey their change of mind, exchange, return policy & they are...

BEWARE OF THIS PLACE!

The 60-day return policy is VERY STRICT, it appears that if you decide to purchase something and take it home with you, don't open it, don't even think about trying it on, just merely admire it from the outside in it's original packaging - but beware, even 'looking at it' could deem it 'used', so just put it back on the shelf and walk away. Because apparently, if you even think about changing your mind on a product, that you purchased and took home to 'try it out' such as an electronic item, and you don't like it..they won't accept the return!

So if you are keen on that t-shirt, make sure you DON'T try it on at home, or if you want that kitchen item, don't bother, make sure you know exactly what you want because there is a 99.9% chance you won't be able to return it.

Also, the manager here can't overrule company policy, not even on compassionate grounds, they won't try and give you 'good customer service' experience or even be considerate, it's all about policy! And they'll even refer you to their customer service team who will refer you back to the store manager..HOW GOOD! Love wasting my time listening to prompts and ads on the phone saying 'we are here to help' ..yeah ok.

Why have an 'exchange of mind' policy if it's so strict and is so limited by what you can exchange? Even if it's in its original packaging and you literally bought something 4 days ago, apparently it's deemed un-sellable and the manager quotes 'I'll just chuck it in the bin' - that's unbelievably environmentally friendly!!!!

Hope this helps those who want to purchase anything at Kmart, just window shop and don't change your mind if you think about purchasing something, you'll...

Kmart NZ is definitely NOT like Kmart USA. Once you realise that, it’s an excellent value proposition for SOME-To-MOST items but you also have to realise that customer service is pretty much non-existent and everything is self-serve.

In a post-COVID world, that’s not a bad thing but it’s highly impersonal. Still, you can’t argue with NZ$4 knife sharpeners, NZ$4.50 pepper grinders, NZ$36 outdoor fern pots or NZ$12 work shorts. The atmosphere is more Target than Walmart with rainbows and implied moonbeams as the decor. Once you get the hang of it, you lose your internal resistance to “shopping at KMART?!” and realise the substantial cost savings. Just make damn sure you tuck away your receipts neatly in your wallet so the soy ink doesn’t dissolve or degrade should you need credit or returns. Also, try not to think about the implied economic slavery that must be in place for outsource production to achieve such rock bottom pricing. That’s not unique to Kmart but the reality is that no one in China (I’ve never seen a product made anywhere else for sale in Kmart) gets health insurance, protection from toxic waste making this stuff or human-supporting wages anyone in The West would...