Today I went into my local Kmart store at Glynde SA to perform an exchange for a pair of pants that I had bought at another store, but that turned out to be too small.
I called beforehand to check if the item was available in a larger size, and was greeted by a lovely employee with a polite, helpful tone, who promptly transferred me to layby. However this is where my problems began. I began by stating my name and that I would like to reserve an item of clothing. The female Kmart employee on the end of the line quite rudely said 'What? What did you want?' and I had to once again state what it was I wanted her to hold for me. After a few minutes of being talked to in a very impolite manner I got off the phone and made my way to the store.
Upon entering I was greeted by a friendly employee who made eye contact with me and directed me to Layby the back of the store. When I arrived at the desk there was no attendant there. I rang the bell, and still no attendant. An employee came out of a nearby door and encouraged me to wait longer whilst ringing the bell. I waited for 5 minutes whilst 3 other Kmart employees walked right by me with no acknowledgement. Finally the layby attendant arrived, and in the same rude manner asked me what I wanted (the same employee from the phone no doubt). After handing me my item I left for the register - I wasn't sure where to perform the exchange so I thought I'd ask there. I was rushed through to the self-service checkout, where I told an employee specifically that I wanted to perform an exchange. This employee seemed to comply with my request, until she scanned my items, I told her I'd like to exchange them, and she told me in a condescending tone to go to the front desk and perform the exchange there. Finally I arrive at the front desk, and after the attendant there has dealt with the previous customer I wait in silence, right in front of her, for 10 seconds whilst she clips together a few receipts - no greeting, no hello, no eye contact. The exchange was completed and finally I was out of there.
Throughout this entire trip I was faced with three rude, condescending, and/or impolite employees as well as several more who did not acknowledge my existence. Thank god for the three kind ones, otherwise my mood would have been far more foul. What I experienced today is a disgrace to the customer service team at the Glynde SA store and I would hope that in the future Kmart emphasises the importance of customer etiquette when training its employees. From what I've seen though - from this experience and from my personal others - it looks like they haven't quite gotten there. read more
