Kmart and Sears’ death rattle has been sounding in the media for a few years now, and admittedly, I don’t shop at either store very much anymore. I was a big fan of the Sears Clothing Outlet near us in Woodstock, Illinois until it closed two years ago. The former Kmarts in our immediate area have all closed too.
However, the hunt for an elusive gift sent us back to Kmart recently. With four Star Wars fans in the house, one item topped someone’s Christmas list — a Kmart-exclusive Star Wars Black Series Kylo Ren figure. If you’re a Star Wars collector, you may know that this figure’s one of the hottest items right now, and it’s also difficult to find in stores. Our closest Kmart is in Rockford, Illinois, and we’d also made a recent, fruitless trip there to look for the figure.
Several of our friends are also looking for this figure (hey, we have some mutually-Star-Wars’-lovin’ friends!) and they have been to pretty much every other Kmart in northern Illinois hunting for it for the past few weeks. These things are nowhere to be found, except on Ebay, where they’re selling for twice the price. $24.99 is already pricey for one action figure, so we had all made an agreement to pick these up for each other if we could find them anywhere.
I’d been watching Kmart.com for a month or so, but the Kylo Ren figure was continually out of stock online. And then…
December 11, 2015: 7:11pm – IN STOCK!
Yes! I added one to my cart. To hit the $35 minimum for free shipping, I added a $9.99 comforter to my order. I paid, then silently cheered that this extremely hard-to-find figure would be under our tree.
December 11, 2015: 11:04pm – I received an email that my shipment was on its way:
From: “Kmart” <kmart@account.kmart.com>
Reply-To: “Kmart” <donotreply@customerservice.kmart.com>
Subject: Your Kmart.com Order – See Details Inside.
Thanks for shopping with us!
Dear Jill,
Your order 964646186 is processing. When your order ships, we’ll send you an email confirmation that includes your order’s tracking number. We truly appreciate your business and hope everything you ordered meets or exceeds your expectations. Sincerely, Your Kmart Team
Please keep this email as a receipt for your purchase.
SHIP INFORMATION Salescheck #: 78409238355000
Expected Arrival Date:12/23/2015
Delivery Method: Ship
Sub-Order Number 1421391673
Order Date: 11-Dec-2015
ITEM DETAILS PRICE
Item# 048W006661398001
KSN# 6661398
Mfr# 1575
Description: 3-piece Microfiber Comforter Set – Geo Platinum
Sold by: Kmart
Reg.
$24.99
Sale
$9.99
QTY PROMOTIONS 1
ITEM TOTALS AMOUNT
Subtotal: $12.99
Item Total: $13.80
SHIP INFORMATION Salescheck #: 78409238185000
Expected Arrival Date:12/23/2015
Delivery Method: Ship
Sub-Order Number 1421391629
Order Date: 11-Dec-2015
ITEM DETAILS PRICE
Item# 004W007777783001
KSN# 7777783
Mfr# B4052AT70
Description: Star Wars The Black Series 6″ Kylo Ren (Starkiller Base)
UPC: 630509389919
Sold by: Kmart
Reg.
$24.99
QTY PROMOTIONS 1
ITEM TOTALS AMOUNT
Subtotal: $24.99
Item Total: $26.55
ORDER TOTAL
Regular/Clearance Price Subtotal $49.98
Sale Price Savings -$15.00
Merchandise Subtotal $37.98
Pre Tax Subtotal: $37.98
Tax (Where Applicable) $2.37
Total Due: $40.35
Total Charged to Credit Card
I could not figure out how my $9.99 comforter sale suddenly had a subtotal price of $12.99, but hey — the Star Wars figure would be here by Christmas!
The next morning, I received another email from Kmart:
December 12, 2015: 8:44am – Out of stock notification for your kmart.com order
From: “Kmart” <kmart@value.kmart.com>
Reply-To: “Kmart” <donotreply@customerservice.kmart.com>
Subject: Out of stock notification for your kmart.com order
Hi Jill,
Some of the items from your recent order 964646186 are no longer available online, and they’ve unfortunately been canceled from your order. The remaining items that are in stock have still been processed. The out of stock item(s) are listed below in this email. Your refund for these item(s) being processed, and will be credited back to your original payment methods. Please note, it can take up to a week for credit card companies to release the original payment authorization.
If you would like to speak to a customer service representative for help finding similar replacement items, please feel free to Chat Now.
Or re-visit Kmart.com to shop for new items.
We value you as our customer and hope to fulfill your future shopping needs.
Sincerely,
Your Sears Team
What? NO! Sure enough, the Star Wars figure had been removed from my order, but the comforter (that I didn’t really want) was on its way to me. I went back to Kmart’s site to look at the Kylo Ren figure — it was still in stock online! What was going on? The email invited me to open a chat window, so I did:
December 12, 2015: 8:50am Chat
Dec 12, 2015 14:50:25 GMT Dec 12, 2015 15:16:10 GMT 00:25:44 Drew INT-sv1appin07-1449931824947-123509
Chat transcript
Drew (14:50:29 GMT) : Hi! Merry Christmas! How may I assist you today?
Visitor (14:50:57 GMT) : I have a problem. I placed an order last night for an item, and today I got an email saying it is out of stock
Drew (14:51:04 GMT) : I apologize for the trouble this has caused you.
Drew (14:51:10 GMT) : let me check and see what best can be done.
Visitor (14:51:10 GMT) : it is a Christmas gift – and yet, the SAME item is still available to purchase on Kmart.com right now
Drew (14:51:17 GMT) : May I have the order number, please?
Visitor (14:51:30 GMT) : 964646186
Drew (14:51:38 GMT) : I certainly understand how important the gift is. I will certainly help you with this.
Visitor (14:51:53 GMT) : I don’t even want the comforter – I ordered that so I could get free shipping. The Star Wars Kylo Ren Starkiller is the item I want.
Drew (14:52:10 GMT) : Yes, I completely understand.
Visitor (14:52:11 GMT) : and Kmart.com is showing the same Star Wars figure available to order right now
Drew (14:52:17 GMT) : Please bare with me for few more moments as I am checking into this.
Drew (14:57:01 GMT) : I checked and see that the item is currently out of stock, however we are trying to ship the item form our nearest store. I see that we have this item in this store Kmart
5909 E State Street, Rockford , IL
Drew (14:57:18 GMT) : Will you be fine to pick the item from 5909 E State Street, Rockford , IL ?
Visitor (14:57:23 GMT) : I went to that store on Thursday and they said they had none
Visitor (14:57:38 GMT) : the store is almost an hour away from me – I would need to be 100% sure the item is actually there
Visitor (14:57:52 GMT) : because I called to see if they had it – they said yes – when I got there, they did not
Visitor (14:58:04 GMT) : This is the ONLY thing my son wants for Christmas
Visitor (14:58:28 GMT) : I have been trying to track it down. Can they ship it from the Rockford store to me?
Drew (14:58:34 GMT) : I checked and I see that only 4 is left in stock, I will place the order and will make sure you will get the item as I am placing the order for you.
Drew (14:58:44 GMT) : Will you be fine to pick the item from Kmart
5050 S Kedzie Ave, Chicago , IL ?
Visitor (14:59:26 GMT) : Again, that is over an hour away from me.
Drew (14:59:40 GMT) : I do understand how important this gift is for your son. I am trying my best to make the things right for you.
Visitor (14:59:56 GMT) : The problem is that I have gone to every store in the area when Kmart.com has said they have them in stock, but when I get there, they do not
Drew (15:00:22 GMT) : I apologize for the inconveniences caused.
Drew (15:00:38 GMT) : Will you be fine to pick it from Kmart
4100 52Nd St, Kenosha , WI ?
Visitor (15:00:52 GMT) : I live in Illinois – that is more than two hours away
Drew (15:01:04 GMT) : I am sorry about that.
Visitor (15:01:10 GMT) : I would like the item shipped. I have driven all over looking for this
Drew (15:02:21 GMT) : I understand your concern. We will try our best to ship the item from nearest store for you.
Drew (15:02:32 GMT) : Will this store be near to you ?
Drew (15:02:34 GMT) : Kmart
7325 W 79Th Street, Bridgeview , IL?
Visitor (15:02:49 GMT) : Unfortunately, no
Visitor (15:03:07 GMT) : the rockford store is one hour from me, and that is the closest
Visitor (15:03:18 GMT) : If you can verify for certain that they have the item in hand, I would consider going out there again
Visitor (15:03:29 GMT) : but as I said, I was JUST there this week
Drew (15:03:32 GMT) : Alright! I will go ahead and will place the order for you for shipping right away. We will try our best to ship it to you.
Visitor (15:03:40 GMT) : and they did not have it once I got there
Drew (15:04:02 GMT) : I certainly understand.
Visitor (15:04:16 GMT) : They said the computer said they have them, but in reality, they did not
Drew (15:05:12 GMT) : I am checking into this for you.
Drew (15:06:16 GMT) : Shall I go ahead and place a new order for shipping ?
Visitor (15:06:21 GMT) : yes please
Drew (15:06:28 GMT) : Wonderful!
Drew (15:06:32 GMT) : I have tried my very best to make it up to you.
Visitor (15:06:32 GMT) : just for the Star Wars figure – I do not care about the comforter
Visitor (15:06:35 GMT) : thank you
Drew (15:06:42 GMT) : Sure, you’re welcome.
Drew (15:06:57 GMT) : /f payment
Drew (15:08:03 GMT) : Thank you! Your time and patience on this matter is highly appreciated.
Visitor (15:08:40 GMT) : I appreciate your help. So I will definitely get the figure this time?
Drew (15:08:43 GMT) : Congratulations on your new order! A confirmation email will be sent to your email address shortly. The new order number is 964713231
Drew (15:10:12 GMT) : I will make sure this item will get shipped at the earliest. We will surely put all our efforts to get it from our nearest store.
Visitor (15:11:10 GMT) : thank you.
Visitor (15:11:16 GMT) : when will I know that it is coming?
Drew (15:11:21 GMT) : You’re welcome.
Drew (15:11:23 GMT) : Thank you! Convey my wishes and regards to your son.
Drew (15:11:52 GMT) : I see that the earliest arrival date is 12/17/15.
Drew (15:12:26 GMT) : Is there anything else I may help you with?
Visitor (15:13:01 GMT) : How do I know it will actually come this time vs having the order cancelled?
Visitor (15:13:09 GMT) : because it is coming from a store and not a warehouse?
Drew (15:13:32 GMT) : One moment, please.
Drew (15:14:37 GMT) : We will try our best to ship the item from nearest store and I am positive that we will get it shipped.
Drew (15:14:39 GMT) : I will also take the initiative and will personally have a follow up on this order for you.
Visitor (15:14:47 GMT) : Drew, I really, really appreciate that
Visitor (15:14:49 GMT) : thank you
Drew (15:15:03 GMT) : You’re welcome.
Drew (15:15:08 GMT) : It’s been a pleasure chatting with you today! Are we all set now?
Visitor (15:15:19 GMT) : I believe so, yes. Thank you again for your help.
Drew (15:15:22 GMT) : It’s been a splendid experience chatting with you. Have an excellent day!
Drew (15:15:25 GMT) : Thank you for chatting with me. We welcome your feedback, please click on the “End Chat” button to end the chat and fill out a short survey!
Visitor (15:15:28 GMT) : thank you. you too.
Drew (15:15:42 GMT) : Wish you and your family Merry Christmas!! Thanks again!!
Drew (15:15:51 GMT) : Thank you for chatting with me. We welcome your feedback, please click on the “End Chat” button to end the chat and fill out a short survey!
During the chat, I received an email showing that Drew has placed a new order for the Kylo Ren figure for me:
December 12, 2015: 9:15am – Your Sears.com Order – See Details Inside.
From: “Sears” <sears@account.sears.com>
Reply-To: “Sears” <donotreply@customerservice.sears.com>
Subject: Your Sears.com Order – See Details Inside.
Thanks for shopping with us!
Dear Jill,
Your order 964713231 is processing.
When your order ships, we’ll send you an email confirmation that includes your order’s tracking number.
We truly appreciate your business and hope everything you ordered meets or exceeds your expectations.
Sincerely,
Your Sears Team
Please keep this email as a receipt for your purchase.
SHIP INFORMATION Salescheck #: 78409631455000
Expected Arrival Date:12/17/2015
Delivery Method: Ship
Sub-Order Number 1421412089
Order Date: 12-Dec-2015
ITEM DETAILS PRICE
Item# 004W007777783001
KSN# 7777783
Mfr# B4052AT70
Description: Star Wars The Black Series 6″ Kylo Ren (Starkiller Base)
UPC: 630509389919
Sold by: Kmart
Reg.
$24.99
QTY PROMOTIONS 1
ITEM TOTALS AMOUNT
Subtotal: $24.99
Item Total: $32.91
ORDER TOTAL
Merchandise Subtotal $24.99
Pre Tax Subtotal: $30.98
Tax (Where Applicable) $1.93
Total Shipping/Handling Charges $5.99
Next time, get FREE 2-day shipping
with Shop Your Way MAX®! LEARN MORE
Total Due: $32.91
Total Charged to Credit Card
Forty minutes later, guess what I received in my email:
December 12, 2015: 9:55am – Out of stock notification for your sears.com order.
From: “Sears” <sears@account.sears.com>
Reply-To: “Sears” <donotreply@customerservice.sears.com>
Subject: Out of stock notification for your sears.com order
Hi Jill,
Some of the items from your recent order 964713231 are no longer available online, and they’ve unfortunately been canceled from your order. The remaining items that are in stock have still been processed. The out of stock item(s) are listed below in this email. Your refund for these item(s) is being processed, and will be credited back to your original payment methods. Please note, it can take up to a week for credit card companies to release the original payment authorization.
If you would like to speak to a customer service representative for help finding similar replacement items, please feel free to Chat Now.
Or re-visit Sears.com to shop for new items.
We value you as our customer and hope to fulfill your future shopping needs.
Sincerely,
Your Sears Team
Did I want to “Chat Now?” You bet.
December 12, 2015: 10:03am Chat
Dec 12, 2015 16:03:49 GMT Dec 12, 2015 16:53:31 GMT 00:49:42 Steve INT-sv1appin06-1449936228523-124014
Chat transcript
Steve (16:03:59 GMT) : Good Morning. Nice to have you on this chat. How can I help you today?
Visitor (16:04:15 GMT) : Hi there. Yesterday, I ordered a Star Wars figure from Kmart.com. Overnight, my order was cancelled.
Steve (16:04:27 GMT) : Do not worry, I will be happy to help you with that.
Visitor (16:04:29 GMT) : The figure is still available at Kmart.com: https://www.kmart.com/disney-star-wars-the-black-series-6-inch/p-004W007777783001P
Steve (16:04:36 GMT) : Thank you!
Steve (16:04:37 GMT) : Can I have your name please to address on this chat?
Visitor (16:04:45 GMT) : I spoke with someone on Chat this morning here, who ordered me another one and said it would be shipped from a store directly to me
Visitor (16:04:55 GMT) : my name is Jill.. I spoke with Drew on this chat earlier this morning.
Visitor (16:05:06 GMT) : Anyway, Drew located one at a store and promised it would ship from that store to me.
Visitor (16:05:18 GMT) : I just received notification that the order Drew placed for me in this morning’s chat has also been cancelled
Visitor (16:05:26 GMT) : yet again, the figure is still available to purchase on Kmart.com
Visitor (16:05:34 GMT) : he assured me that this item -would- definitely ship to me.
Visitor (16:05:58 GMT) : I have been trying to buy this for my son for Christmas, and twice now, my order has been cancelled. But the item is still in stock online.
Steve (16:06:21 GMT) : Do not worry, let me check on that for you.
Steve (16:06:33 GMT) : Can I have the order confirmation number please?
Visitor (16:06:50 GMT) : 964713231
Steve (16:07:02 GMT) : Thank you!
Visitor (16:07:03 GMT) : My order from last night is 964646186
Visitor (16:07:08 GMT) : both have been cancelled.
Steve (16:08:28 GMT) : Let me check on that for you.
Steve (16:08:28 GMT) : Can I place the chat on hold for 2 minutes to check the information?
Visitor (16:08:50 GMT) : yes
Steve (16:13:02 GMT) : This may take a minute or two to research. Thank you for your patience.
Visitor (16:13:40 GMT) : OK
Steve (16:14:11 GMT) : Thank you, Jill!
Steve (16:16:37 GMT) : I appreciate your patience.
Visitor (16:17:20 GMT) : thank you. I am so disappointed – the last person I chatted with, Drew, named four stores that had them in stock to ship from
Visitor (16:17:34 GMT) : unfortunately the closest is about an hour from me, but he said it would be no problem to ship from a store.
Steve (16:18:38 GMT) : I understand.
Steve (16:19:03 GMT) : I see that there are 4 quantities of the item showing for pickup at the Rockford, IL store.
Visitor (16:19:22 GMT) : Here’s the thing – I was just at that store on Thursday, two days ago
Visitor (16:19:30 GMT) : they had them in the computer, but there were none in the store — none at all
Visitor (16:19:44 GMT) : I drove all the way out there and they had none. If you can assure me that they actually have them
Visitor (16:19:58 GMT) : I would consider going again, but they said the same thing — they are in the computer, but they had none in the store
Steve (16:20:33 GMT) : I see that the items are restocked again at the store and see that there are 4 quantities in stock at the store for placing the order online to pickup today.
Steve (16:20:42 GMT) : The item also showing available for shipping to your home.
Visitor (16:20:54 GMT) : Could we please try shipping to the home again?
Visitor (16:21:03 GMT) : It will ship from the Rockford store to my home, correct?
Visitor (16:21:18 GMT) : It has shown available to ship to home since yesterday, but my last two orders have been cancelled
Visitor (16:21:27 GMT) : even though Kmart.com continues to show stock.
Steve (16:21:29 GMT) : Sure, I will go ahead and complete the order for you with the shipping to your home to make sure everything is perfect with the new order.
Steve (16:22:11 GMT) : Would you prefer shipping to your home or store pickup for the item?
Visitor (16:22:17 GMT) : shipping to home, please
Steve (16:22:30 GMT) : Sure, let’s get started!
Visitor (16:22:32 GMT) : it is a two-hour trip for me to go to the store, and honestly, I am afraid if I drive there again, it will not be there.
Steve (16:24:03 GMT) : Okay, can I use your email address for the order?
Visitor (16:24:15 GMT) : yes
Steve (16:24:31 GMT) : The shipping and billing address are same that is
Steve (16:24:45 GMT) : Am I correct?
Visitor (16:24:48 GMT) : yes, correct
Steve (16:25:03 GMT) : Thank you!
Steve (16:25:08 GMT) : All information entered during a chat session is safeguarded using SSL encryption. You can be assured, Sears is committed to the security and confidentiality of customer information.
Steve (16:25:13 GMT) : /f payment
Steve (16:27:02 GMT) : Thank you, Jill!
Visitor (16:27:31 GMT) : thank you. Is this shipping from the Rockford store?
Steve (16:27:51 GMT) : The arrival date of the order is by 12/17 to your home.
Steve (16:28:20 GMT) : I see that you will get the tracking number updated in 24 hours from the time of purchase so that you could track the order. Steve (16:28:36 GMT) : The order total is $32.91 with sales tax.
Steve (16:28:48 GMT) : Let me submit the order to provide the order confirmation number.
Visitor (16:29:05 GMT) : okay. And what do I do if this is cancelled again? This is the third order I’ve placed within the past 15 hours Visitor (16:29:14 GMT) : for the same item
Steve (16:30:10 GMT) : I have an option for you.
Steve (16:30:17 GMT) : I can also complete another order with the store pickup option for you at the Rockford store so that if there is any issue with the shipping order to your home, you could go the store and pickup another order.
Visitor (16:30:49 GMT) : if I do not pick that order up, am I refunded the purchase amount with no penalty?
Steve (16:31:17 GMT) : Yes, you have the option to cancel the store pickup order any time to get full refund before picking up the order.
Visitor (16:32:02 GMT) : okay
Steve (16:32:18 GMT) : Let me quickly complete the order first for shipping to your home.
Steve (16:33:36 GMT) : Jill, I am happy to let you know that your order confirmation number is 964728524 .
Steve (16:33:48 GMT) : The receipt has been sent
Steve (16:34:21 GMT) : Let me quickly complete the order with the store pickup option at Rockford, IL store.
Visitor (16:34:24 GMT) : thank you
Steve (16:35:12 GMT) : It’s a pleasure assisting a valuable customer like you, Jill!
Steve (16:35:25 GMT) : I understand that you will be picking up the order by yourself from the store.
Steve (16:35:27 GMT) : Am I correct?
Visitor (16:35:38 GMT) : either me or my husband will pick it up
Steve (16:36:03 GMT) : Great, can I have your husband’s full please to add as third party pick person name on the order?
Visitor (16:36:08 GMT) : Doug Cataldo
Steve (16:36:53 GMT) : Thank you!
Steve (16:38:59 GMT) : The order total total is $26.55 for the pickup from the store.
Steve (16:39:11 GMT) : Let me submit the order to provide you the order confirmation number.
Visitor (16:39:12 GMT) : ok
Steve (16:40:09 GMT) : Jill, I am happy to let you know that you order confirmation number is 964729930.
Steve (16:40:13 GMT) : The receipt has been sent
Steve (16:40:54 GMT) : The refund for the canceled items on the other two orders reflect on your Discover card within 3 to 5 business days.
Visitor (16:41:26 GMT) : okay
Steve (16:41:50 GMT) : Did you receive the order confirmation emails for both the orders at the moment?
Visitor (16:42:11 GMT) : I am checking my email right now
Steve (16:42:19 GMT) : Excellent, I appreciate it!
Steve (16:42:25 GMT) : I will be happy to standby for you.
Visitor (16:43:48 GMT) : the order confirmation for the item shipping to my home is here
Visitor (16:44:01 GMT) : I am still waiting for the Rockford store pickup email
Steve (16:44:17 GMT) : Great, please check the other email with the pickup by refreshing your email address at the moment.
Visitor (16:45:36 GMT) : I have – it has not come yet. I will refresh it again.
Steve (16:45:44 GMT) : Sure, take your time.
Steve (16:45:57 GMT) : I will be happy to standby for you.
Visitor (16:47:01 GMT) : I have received the second email
Visitor (16:47:04 GMT) : from the store
Steve (16:47:11 GMT) : Excellent, you are the best!
Steve (16:48:22 GMT) : Happy Holidays to you and your family!
Visitor (16:49:22 GMT) : thank you again for your help
Steve (16:49:36 GMT) : We appreciate your business, and we want you to know that you are important to us.
Steve (16:51:28 GMT) : It’s been a pleasure chatting with you today.
Visitor (16:51:54 GMT) : thank you
If you skipped reading that long exchange (and who could blame you — I wasted enough time living it!) Steve at Sears/Kmart chat placed yet another order for the Kylo Ren figure to ship to my home, then offered to place a second order for pickup in-store at the Rockford, Illinois Kmart location as a backup in case my third online order was cancelled. The Rockford Kmart was showing four figures in inventory.
Here are the two emails showing the ship-to-home order and the pickup-in-Rockford order:
December 12, 2015: 10:38am — My third ship-to-home order
Your order 964728524 is processing.
When your order ships, we’ll send you an email confirmation that includes your order’s tracking number.
We truly appreciate your business and hope everything you ordered meets or exceeds your expectations.
Sincerely,
Your Sears Team
Please keep this email as a receipt for your purchase.
SHIP INFORMATION Salescheck #: 78409713495000
Expected Arrival Date:12/17/2015
Delivery Method: Ship
Sub-Order Number 1421416465
Order Date: 12-Dec-2015
ITEM DETAILS PRICE
Item# 004W007777783001
KSN# 7777783
Mfr# B4052AT70
Description: Star Wars The Black Series 6″ Kylo Ren (Starkiller Base)
UPC: 630509389919
Sold by: Kmart
Reg.
$24.99
QTY PROMOTIONS
1
ITEM TOTALS AMOUNT
Subtotal: $24.99
Item Total: $32.91
ORDER TOTAL
Merchandise Subtotal $24.99
Pre Tax Subtotal: $30.98
Tax (Where Applicable) $1.93
Total Shipping/Handling Charges $5.99
Next time, get FREE 2-day shipping
with Shop Your Way MAX®!
LEARN MORE
December 12, 2015: 10:45am – An order for store pick-up in Rockford
From: “Sears” <sears@account.sears.com>
Reply-To: “Sears” <donotreply@customerservice.sears.com>
Subject: Your Sears.com Order – See Details Inside.
Just a reminder, please wait for your “Ready for Pickup” email before heading to the store.
Thanks for shopping with us!
Dear Jill,
Your order 964729930 is processing.
Please have your third party wait for the “Ready for Pickup” email before heading to the store for your pickup items, as they’ll need to bring that email to the store. If you have items in your order from multiple stores, your third party will receive a “Ready for Pickup” email from each store.
We truly appreciate your business and hope everything you ordered meets or exceeds your expectations.
Sincerely,
Your Sears Team
Please keep this email as a receipt for your purchase.
STORE PICKUP ITEMS Salescheck #: 78409717625000
Sears®
Store #:4423
5909 E State Street
Rockford, IL 61108
815-229-5711
Store Hours:
MON 08:00 AM – 10:00 PM
TUE 08:00 AM – 10:00 PM
WED 08:00 AM – 10:00 PM
THU 08:00 AM – 10:00 PM
FRI 08:00 AM – 10:00 PM
SAT 08:00 AM – 10:00 PM
SUN 08:00 AM – 09:00 PM
Delivery Method: Store Pick Up
Sub-Order Number 1421416660
Order Date: 12-Dec-2015
ITEM DETAILS PRICE
Item# 004W007777783001
KSN# 7777783
Mfr# B4052AT70
Description: Star Wars The Black Series 6″ Kylo Ren (Starkiller Base)
Sold by: Kmart
Reg.
$24.99
QTY PROMOTIONS
1 ITEM TOTALS AMOUNT
Subtotal: $24.99
Item Total: $26.55
ORDER TOTAL
Merchandise Subtotal $24.99
Pre Tax Subtotal: $24.99
Tax (Where Applicable) $1.56
Total Due: $26.55
Total Charged to Credit Card
(Something I found funny about this: While Sears & Kmart may be one company now, this store pick-up receipt says to pick the order up at Sears® Store #:4423, 5909 E State Street, Rockford, IL 61108. That store is definitely a Kmart, not a Sears..! Imagine if someone wasn’t familiar with the area and was driving around looking for a Sears there?)
While I was chatting with Steve, I called the Rockford Kmart store directly to double-check whether they had any Kylo Ren figures in stock. The person I spoke with said they did not.
What would happen next?
December 12, 2015: 11:55am – Out of stock notification for your sears.com order
From: “Sears” <sears@account.sears.com>
Reply-To: “Sears” <donotreply@customerservice.sears.com>
Subject: Out of stock notification for your sears.com order
Hi Jill,
Some of the items from your recent order 964728524 are no longer available online, and they’ve unfortunately been canceled from your order. The remaining items that are in stock have still been processed. The out of stock item(s) are listed below in this email. Your refund for these item(s) is being processed, and will be credited back to your original payment methods. Please note, it can take up to a week for credit card companies to release the original payment authorization.
If you would like to speak to a customer service representative for help finding similar replacement items, please feel free to Chat Now.
Or re-visit Sears.com to shop for new items.
We value you as our customer and hope to fulfill your future shopping needs.
Sincerely,
Your Sears Team
Color me shocked. My third online order had been cancelled.
At this point, the Rockford store-pick up order was the only remaining open order. Still, the Kylo Ren Star Wars figures showed “in stock” on Kmart.com (and at the time of this writing, they still do!)
Meanwhile, my husband had already decided he would drive out to the Rockford store if they indeed has these crazy things in stock.
He called the Rockford Kmart and was put on hold to speak with someone in the toy department.
While he was on the phone with the Rockford Kmart, I received this email:
December 12, 2015: 12:44pm – Out of stock notification for your sears.com order
From: “Sears” <sears@account.sears.com>
Reply-To: “Sears” <donotreply@customerservice.sears.com>
Subject: Out of stock notification for your sears.com order
Hi Jill,
Unfortunately, all of the items in your order 964729930 are no longer available online, and we’re very sorry we had to cancel this order. Your refund is being processed, and will be credited back to your original payment methods. Please note, it can take up to a week for credit card companies to release the original payment authorization.
If you would like to speak to a customer service representative for help placing a new order or to find similar items, please feel free to Chat Now.
Or re-visit Sears.com to shop for new items.
We value you as our customer and hope to fulfill your future shopping needs.
Sincerely,
Your Sears Team
STORE PICKUP ITEMS Salescheck #: 78409717625000
Sears®
5909 E State Street
Rockford, IL 61108
815-229-5711
Delivery Method: Store Pick Up
Sub-Order Number 1421416660
Order Date: 12-Dec-2015
ITEM DETAILS PRICE
Item# 004W007777783001
Description: Star Wars The Black Series 6″ Kylo Ren (Starkiller Base)
Sold by: Kmart
Return Policy
24.99
What now? Rockford had four in stock a few minutes ago, but now, they apparently no longer had any.
I opened the chat one more time.
December 12, 2015: 1:04pm Chat
Dec 12, 2015 18:35:22 GMT Dec 12, 2015 18:45:18 GMT 00:09:56 Tristian INT-sv1appin09-1449945320945-125271
Chat transcript
Tristian (18:35:40 GMT) : Hello,
Nice to have you on this chat.
Tristian (18:35:42 GMT) : Can I have your name please?
Visitor (18:35:47 GMT) : Hi Tristan. My name is Jill
Tristian (18:36:01 GMT) : Good Afternoon, Jill.
Tristian (18:36:03 GMT) : How can I make things easier for you today?
Visitor (18:36:09 GMT) : In the past 15 hours, I have placed four orders with Kmart for a Star Wars action figure.
Visitor (18:36:29 GMT) : The figure is in stock at Kmart.com, yet each one of my orders has been cancelled shortly after purchase
Visitor (18:36:58 GMT) : I am very frustrated. I have used this chat three times now, and the previous times, the representative on chat has said that yes, they are in stock, and has offered to re-place the order for me
Visitor (18:37:01 GMT) : which then gets cancelled.
Visitor (18:37:26 GMT) : With my fourth order, the chat representative also offered to put in a pick-up-at-store order as a backup in case my online order was cancelled.
Tristian (18:37:44 GMT) : I am sorry to know that the order is cancelling again and again.
Visitor (18:38:01 GMT) : We live about an hour from the closest Kmart, and I have already been there this week looking for this figure. The computer says that this store has four in stock, but they do not actually seem to have them in the store.
Tristian (18:38:19 GMT) : Please do not worry, let me check the reason for the cancellation and rectify it.
Visitor (18:38:33 GMT) : My most recent order # is 964713231
Tristian (18:38:46 GMT) : Let me check the stock with my internal resources.
Tristian (18:40:13 GMT) : Grant me a minute or two while I check this information for you.
Tristian (18:42:46 GMT) : Thank you for staying online.
Visitor (18:43:03 GMT) : ok
Tristian (18:43:07 GMT) : I see that online does not have this item in stock.
The only store has the item in stock is Kmart, 5909 E State Street, Rockford , IL.
Visitor (18:43:58 GMT) : I know that. The problem is that the chat rep placed a store pickup order for me this morning for Rockford, but they do not seem to actually have them in stock.
Visitor (18:44:14 GMT) : the computer says so, but the store says no on the phone.
Tristian (18:45:05 GMT) : I can understand that, I see that the inventory is not updated.
Visitor (18:45:10 GMT) : listen, I’m about ready to give up on this
At this point, the Sears/Kmart chat rep Tristian closed the chat. Admittedly, I said I was about ready to give up on this, but I didn’t expect the chat to close so abruptly.
Meanwhile, my husband was now speaking to someone in the toy department at the Rockford Kmart on the phone. She said they had six Kylo Ren action figures in stock. SIX! My husband asked the woman on the phone if she was simply looking at the computer or if she had the figures in hand. She assured him that she had one in her hands and described the snow-covered figure base that is a unique characteristic of this Kmart-exclusive figure.
My husband asked if she could hold three at the counter — one for us, and two for our friends who’ve also been hunting for them. She said no problem. My husband was excited and grabbed his car keys. I lamented that he was going on a two-hour round trip goose chase for something that probably wouldn’t be there once he arrived.
Around 2:30, my husband called from the Rockford Kmart. Indeed, the employee was true to her word — she had held the three Kylo Ren figures at the counter for him. After picking them up, he headed to the toy aisles to see if they really did have six in stock, and sure enough — there were three more on the shelf. Here they are all lined up for a photo:
(Remember though, that Kmart’s computers now said that the Rockford store had no figures in stock and had cancelled my in-store pickup at this store hours earlier due to lack of stock!)
My husband was thrilled to finally find Kylo Ren. When he got home, I lamented his two-hour road trip, but ever the optimist, he pointed out that he got a bonus for going all the way out there — Kmart was handing out free popcorn to shoppers.
What a ridiculous shopping day this was though. All’s well that ends well, I guess — Our Kylo Ren will be in the hands of a happy guy this Christmas, and the other two figures we purchased have already been picked up today by our elated friends.
Clearly, the inventory systems for in-store and online stock at Kmart.com are not based on accurate numbers, though. And still, today, right now, you can place an order for the Kmart-exclusive Star Wars Black Series Kylo Ren figure online at Kmart.com.
Is it any wonder they’re losing business? I am in no hurry to shop online at Kmart or Sears again anytime soon.
August 2016 UPDATE: After a six-month Kmart shopping hiatus, I tried ordering from Kmart.com again. I wish I could say this experience was better. Read on to see what happened when I tried to order a pair of cargo pants…
naisula says
Wow, what an experience! I can understand that many stores may not have online inventory accurately updated, but someone should have made the call to Rockford for you to verify that someone had it IN HAND. Glad it all ended well for you and your friends! At least you RECEIVED an email notifying you of that item being cancelled. I, on the other hand, just had my item cancelled with no email notification whatsoever until I went looking for it (the other items had already been delivered)! Oh well…
Coupon Maven says
Ugh. They really need to get their act together. I can understand a specific store’s inventory not necessarily being up-to-date in real time, but what’s in their warehouse to be shipped certainly should be. This same figure is still showing that it’s for sale on Kmart.com right now..!
Theresa says
Oh my, you have patience!! Chats are so annoying and slow anyway if they are helping multiple people and then to go through it multiple times. What a Christmas story to tell in years to come. At least you found them–sure many gave up with Sears/Kmart.
MBurke says
Jill, I have had this same exact experience with Walmart.com / Walmart store pick-up. I’m not a fan of Walmart anyway, but I have also tried to buy things there when I couldn’t find them anywhere else — just as you did now with KMart. I’ve ordered things online that their website says are in stock, but then I later receive an order cancellation email because the items really were not in stock. Walmart, and now KMart have both shown that their inventory counts aren’t accurate.
SSMark1 says
I used to spend thousands of dollars each year at Sears/KMart up until about 5 years ago. When I worked near Midway, I would stop in both the Kedzie & Bridgeview locations. I’ll never forget the bell ringing Santa yelling at people in the parking lot on Kedzie. That guy was no all there. But anyway, both of these locations seemed like they were always were the last stores to carry items since the demographic in those areas was different. Willowbrook ALWAYS had inventory hidden in the back of it’s selves. I still shop Des Plaines, Harlem/Irving, Rockford, & Bloomingdale once in a while for the 100% points back promotions. I miss the Janesville, WI location as well.
But it’s just not a KMart/Sears issue, Walmart & Target are just as bad. I’ve had several orders cancelled on me by the Woodfield Target last week. I kept the emails. It’s impossible to keep track of inventory. They kept showing it in stock, so I’d re-re-order. Woodfield Target lost inventory in the back when they decided to remodel. They never adjusted there physical inventory numbers. What a disaster! Then you have shoplifters & returns no being properly adjusted as well.
Walmart throws lots of items in large bins and good luck finding anything displayed online in one of those!
They do not take the items that were on the self and adjust it into being in a bin!
Toys R Us does this bin thing as well.
Happy Hunting!
-Mark
Terri says
I haven’t been in a Kmart all year. They upset me around this time last year when they abruptly canceled a ton of layaway’s people had right before Christmas. I didn’t have anything there, but I remember reading their FB page and people were so upset about their kids missing gifts. It really seemed like a low blow to people who probably were on a fixed income in the first place. Not even their occasional double coupons gets me in there anymore. Sears seems no better either. But that’s another topic entirely!
Coupon Maven says
I remember that too – and it was just awful. Nothing like telling your customers, “We truly don’t care about you at all.”
JAden says
I work at a Sears in Ohio and can assure you this happens a lot at both Sears and Kmart. It’s happened to me personally, as an associate. I’m truly sorry that you went through that, because it can get frustrating. It happens quite a bit more on Kmart online orders from home. If you get it from the Sears online catalog in the stores (the find it centers) they tend to be more accurate because you pay for them at a register and get a reciept. A lot of people say “we were referred by a Kmart employee and you guys are so much better!” And I think it’s pretty funny considering we are, for all intents and purposes, the same company. Again, even though I had no involvement I am sorry this happened to you.
Coupon Maven says
Jaden, thanks for your comment – I do appreciate it. The thing is, I used to really like shopping at both store, but the customer service for online orders (particularly from Kmart) has gotten so crazy. I don’t even order things very often – once or twice a year — and there’s always an issue. This was a newer post from this summer when I tried to order some cargo pants:
https://jillcataldo.com/dont-think-kmarts-long-world/
I’m glad to hear things at your store are better than what I’m experiencing from Kmart online, and you don’t need to apologize for something you had no hand in. I think the issues at hand are much larger and deeper than the store level.
cristie gross says
I also am taking my money else where .ive been a customer for yrs spending thousands there and after id say ..out of 5 orders online ..for sure 4 are wrong either damaged ,missing , or wrong also mostly never on time. another major issue is repeatedly Ive had orders paid for getting confirmation . one i think there on wy of course out of stock msg! ..worst part was once i had item on layaway for weeks after full payment i get out of stock msg . Bunch of bs.. and of course most recent never ending problem and why im closing acct.. constantly my orders weather it be pay in store buy online or like today a payment on ongoing layaway .. payment done online and it was canceled . no explanation only xcuses yet it was taken from my bank .
Doris Hackney says
I ordered several items November 2016. One I have never received or a refund a pair of gloves. Then I received a hooded jacket with a security lock still on it I have yet to get it off. Sorry no present for you grandson in law.