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Original Comment My name is Julia Gregory and recently I purchased the Big Mans Chair as a Christmas present for my elderly mother.. The chair was delivered on the 28th of December and once the delivered and set up we realized she could not work the chair due to the weakness in her legs.. Once the chair is reclined you have to lower it using your legs and her legs aren't strong enough so I call in on the 30th to see about exchanging the chair out for another one with a handle on the side to recline and lower the chair. At this time I went through a number of departments before someone decided that they would be able to assist me, supposedly the order and the exchange was done and all I would have to do is to wait for a call from the processing and delivery team withing 24 to 48 hours well that never happened. I called in to check on the status of the order and was informed that there was no order and that I would have to replace the chair with the same model I explained the situation and was told that they would have to contact the processing department, once they contacted the processing department they came back and said that they would be able to go ahead and replace the chair but the one I wanted was a Kmart only item so I chose another chair. Everything was set.. Called in to check the status once again and there was no order or exchange that had been processed I was then transferred to different department including the appliance department..Then I was disconnected. I called back in again and requested to speak with management and upon speaking to him he informed me that I would receive a call within 24 to 48 hours again this never happened so I called back again once again I got the run around switched from department because no one knew what was going on and no order had been placed. Finally I spoke with some one in processing who assisted me in doing the return because we could not find a recliner that was in stock. Well I continued my search on line and found a chair and immediately called back in the same night and requested to cancel the return and have the exchange processed well the gentleman that I spoke with assured me the return was canceled (which it was) and the request for the exchange was processed and just wait 24 to 48 hours for a call from processing and delivery team I insisted on speaking with someone in processing so I will be assured that the order was placed the rep transferred me and after 20mins I was disconnected. I decided to wait the 24 to 48 hours and still no call so of course I called in and once again there is no record of the exchange I asked to speak with a manager because at this point I am so aggravated I am about to explode. Once the manager came on the line after about 20mins or so He informed me that I would not be able to do the exchange unless it was the same Item at this point I began to yell and tell him I did not want to hear that after everything that I have been thru and I was informed that I would be able to do the exchange, at this point the manager place me on hold for another 20 to 30mins and transferred me to another department his whole attitude was one of no concern and he wanted to know why I was exchanging the chair when I had already explained the reason and it should have been in the notes. So I am transferred to exchanges which is the department I asked to be transferred to each time I called and the customer service reps insured me they would be able to handle it and they didn't. I spoke with a rep there who made my experience so seamless that I couldn't believe that I went through everything I went thru with all the other reps. She came on pulled up my order number and I explained my situation and gave her the number of the chair I wanted to exchange and it was done and complete in no time she even explained to my what my refund would be because of the price difference in the two chairs she was pleasant and showed a genuine concern for all that I had been thru. Her name is Mickey ID#250197 from Round Rock Texas. Most of the reps I spoke with I could hardly understand them and they had difficulty understanding me.. This experience was the most horrific thing I have ever been thru... I would never recommend anyone to do online shopping at Sears or Kmart. My experience with Kmart was with the Layaway in the past two years I have utilized this service and each time left the store angry and saying I would never return... during the holiday seasons it is the worst shopping experience anyone could go thru. I have had all my items lost or the reps in the store gave them to other customers when I go to pick up my layaway I have to wait until the management and reps search the store to find my items eventually we have to revert to going on the floor and retrieving the Items because they are no longer in layaway.. The Kmart store in reference is in Pleasantville, NJ on the Black Horse Pike.. At this time an point I am so aggravated and frustrated with both of your stores that for me to do anymore business would be suicidal.<br /> <br /> <br /> <br /> The reps that I spoke with concerning the recliner are as follows:<br /> <br /> <br /> <br /> December 30th <br /> <br /> I<br /> <br /> ID# 20991 Chadree H<br /> <br /> I know there were more reps but if you review the notes if they are there you will see everyone that I was in contact with along with 3 Managers/Supervisors.. The customer service I feel left a bad taste in my mouth and I will think twice about doing business online or making a substantial purchase again..<br /> <br /> My order account number is The original chair that was purchased was I actually ordered it thru Kmart website the replacement chair that I am to receive is I hope all goes well from this point forward and I will not have to call any of your reps again.. This was definitely the worst shopping experience of my life.<br /> <br /> I would love to hear back from someone in the Corporate office my number is

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