SmallBizGenius Analysis
Kmart receives mixed reviews, with many customers expressing frustration with online orders, customer service, and stock availability. While some praise in-store experiences and helpful staff, the overall sentiment leans negative due to recurring issues with online operations and product quality.
Category Breakdown
Scores based on analysis of 96 recent reviews
Online Order Issues
2.0/10Numerous reviewers report problems with online orders, including delays, cancellations, missing items, and inaccurate stock information. Many customers express frustration with the lack of communication and difficulty in resolving these issues, such as one reviewer who "Ordered 8 items and was told all items where at a different store...got there and there is only 1!!"
42 reviews mention thisCustomer Service
3.0/10Many customers describe Kmart's customer service as unhelpful, unresponsive, and difficult to reach. Reviewers cite long wait times, unhelpful chatbot interactions, and a lack of resolution to their issues, with one reviewer stating customer support was "as useless as it could possibly be. Olympic gold medal useless."
35 reviews mention thisReturns and Refunds
3.5/10Several reviewers report difficulties with Kmart's return and refund process, citing issues such as refusal to refund delivery fees for out-of-stock items, delays in processing refunds, and unhelpful staff. One reviewer complained about it being "almost impossible to get refund from Kmart Lower Hutt."
20 reviews mention thisIn-Store Experience
7.0/10While some customers praise the in-store experience and helpful staff, others complain about messy stores, blocked aisles, and difficulty finding assistance. Some reviewers noted positive experiences with specific staff members, while others described the stores as being in a "disgusting state."
15 reviews mention thisProduct Quality
5.0/10Several reviewers report issues with the quality of Kmart products, including items arriving damaged, breaking quickly, or not functioning properly. One reviewer stated that a microwave "stopped working after 2 days," while another described a food processor as "Cr*p" because it didn't work out of the box.
12 reviews mention thisStock Availability
3.0/10Several customers complain about inaccurate stock information online, leading to cancelled orders or wasted trips to the store. Reviewers report ordering items that were supposedly in stock, only to be told later that they were unavailable, with one reviewer stating, "I stopped shopping at kmart for years because of stock availability...I'm getting refund because stock not available!!!!"
10 reviews mention thisShipping and Delivery
3.5/10Customers frequently mention issues with shipping and delivery, including long delays, missing orders, and lack of communication from the courier. One reviewer noted that their order went missing and Kmart took "no responsibility for the courier."
8 reviews mention thisPros & Cons
What Customers Love
"The prices are low, and elsewhere the shop is good which is why the rating is three."
"Had a great experience from Diane at Kmart Papanui branch. She sorted out an issue quick and smart she's a pristine staff member was taken aback how onto her job she is."
"I shop regularly at Kmart, in Camberwell VIC and am amazed at the quality the children's clothes and toys."
"If you want great service ask Vee or Tyrel. Very happy to help find what you are looking for.Assistance really appreciated."
"great speed getting customers through the checkout,and it was very busy Riccarton Mall Branch"
Common Complaints
"Ordered 8 items and was told all items where at a different store to what i normally go too then i got sent a message to say go and collect,.got there and there is only 1!! Wtf!"
"Customer support was as useless as it could possibly be. Olympic gold medal useless. Provided no help, didn’t know their own returns poli..."
"It almost impossible to get refund from Kmart Lower Hutt: Be careful when you purchase goods from Kmart. Although Kmart has the so call policy to return good within 60days. But in reallity it is very difficlut to return any goods from Kmart and get refund."
"I stopped shopping at kmart for years because of stock availability, every time I make an order and checkout somethings not available then I have to go back through my long list and find substitutes or just remove it."
"Bought a microwave online which stopped working after 2 days."
Common Questions About Kmart
Answers derived from customer review patterns
Is Kmart legit and trustworthy?
Based on 96 reviews, Kmart's legitimacy is not in question, but its reliability is a concern. While Kmart is a well-established retailer, numerous customers report issues with online orders, stock availability, and customer service. These issues raise doubts about its trustworthiness, particularly for time-sensitive purchases or when relying on accurate online information. Customers should exercise caution and be prepared for potential problems when ordering online.
Based on 45 reviewsDoes Kmart have good customer service?
Customer service is a significant pain point for many Kmart customers. A large number of reviewers describe Kmart's customer service as unhelpful, unresponsive, and difficult to reach. Customers report long wait times, frustrating chatbot interactions, and a lack of resolution to their issues. While some reviewers mention positive experiences with specific staff members, the overall sentiment indicates that Kmart's customer service is generally poor.
Based on 35 reviewsIs Kmart worth it for small business?
Kmart's value for small businesses is questionable due to the reported issues with online orders and customer service. While the affordable pricing may be attractive, the risk of delays, cancellations, and unhelpful support could outweigh the cost savings. Small businesses needing reliable and consistent service may find Kmart to be an unreliable option. It might be worth considering for in-store purchases of basic supplies if convenience is a priority.
Based on 20 reviewsWhat is Kmart's return policy like?
Kmart's return policy is generally advertised as allowing returns within 60 days, but several reviewers report difficulties in practice. Customers cite issues such as refusal to refund delivery fees for out-of-stock items, delays in processing refunds, and unhelpful staff. Some reviewers have had success with returns, while others have found the process to be frustrating and time-consuming. It's important to keep receipts and be prepared to advocate for your rights when returning items to Kmart.
Based on 15 reviewsWhy are Kmart's online orders often delayed or cancelled?
Based on customer reviews, Kmart's online orders are often delayed or cancelled due to inaccurate stock information and logistical issues. Many customers report ordering items that were supposedly in stock, only to be told later that they were unavailable. This suggests a disconnect between Kmart's online inventory system and its actual stock levels. Additionally, some reviewers mention problems with the courier service, leading to further delays or missing orders.
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