Kmart Not Processing Refund

Ash-Say on 05/09/2021 - 19:54
Last edited 06/09/2021 - 09:17 by 1 other user

A big national retailer didn't provide service and agreed to offer refund. I had PayPal case opened but they kept on saying they are having issues with refund and got me to close the case. I knew I couldn't re-open PayPal once it's closed but trusted their words due to written confirmation and closed the case.

They stopped responding to emails altogether upon case closure and the refund is yet to provided.

I am conscious that chargeback may hurt my PayPal account as it was voluntary closure. What will be right approach here?

Edit: Here is the evidence of their advice

Financial

Related Stores

Kmart
Kmart

Comments

  • Bafranz on 05/09/2021 - 19:54
    +9

    Name and shame..

  • SF3 on 05/09/2021 - 19:58
    +2

    What will be right approach here?

    Yes, ask for advice on OzB đź‘Ť.

  • lunchbox99 on 05/09/2021 - 20:06
    +4

    You never close the case. Wtf would you?

    • Ash-Say on 05/09/2021 - 20:15

      Because I never thought a national retailer with over 100 stores will play dodgy. They provided written confirmation on refund so didn't think they would take 180 degree turn.

      • r2160 on 06/09/2021 - 08:30
        +2

        Submit the written confirmation to Paypal and get them to charge it back and be done with it

  • dmbminaret on 05/09/2021 - 20:17
    +1

    They stopped responding to emails altogether upon case closure and the refund is yet to provided.

    Have you quoted ACCC consumer rights and retailer obligations? That usually does the trick.

  • JMosk on 05/09/2021 - 20:19
    +7

    Post on their social media channels. They tend to act quicker when things are made public

  • JimmyF on 05/09/2021 - 20:32
    +1

    They stopped responding to emails altogether upon case closure and the refund is yet to provided.

    Call them…. What do they say?

    • jjjaar on 05/09/2021 - 21:10
      +3

      Exactly. Pick up the phone.

      I’ve had some issues with Kmart stock availability in the past (shocker) but they’ve always been great on the phone.

      • Ash-Say on 05/09/2021 - 21:16
        +4

        You reckon I didn't?

        I was on hold for over 1.5 hours and still nobody answered.

        • jjjaar on 05/09/2021 - 21:22
          -6

          They stopped responding to emails altogether

          Implies you only emailed. I can only go by what you’ve said.

          Also 1.5 hours on hold? That’s either awful bad luck or a lie. I was on hold max 15 minutes the last time I called, which for the record was a weekend.

          • Ash-Say on 05/09/2021 - 21:29
            -1

            @jjjaar: If you don't want to believe, I can't help you.

            Anyways I will stop replying now as already initiated chargeback by putting my account at risk.

            Will provide an update as it becomes available.

  • apsilon on 05/09/2021 - 20:45
    +1

    You can lodge a case with fair trading in your state/territory and they'll contact the retailer on your behalf. They can't enforce anything but large retailers generally comply.

  • dust on 05/09/2021 - 20:46
    +4

    So you've chosen not to name the retailer to protect them?

    • Ash-Say on 05/09/2021 - 20:54
      +2

      Kmart

  • Jimothy Wongingtons on 05/09/2021 - 20:48
    +6

    Pleaseeee be Harvey Norman lol

    • bloom on 05/09/2021 - 20:52
      +2

      Anonymous large national retailer with stores… I’m gonna assume it’s Sexyland

  • Caped Baldy on 05/09/2021 - 20:52

    Was it Williams Sonoma?

    They're being sh**s to me…

    • kerfuffle on 05/09/2021 - 21:09
      +1

      They don't have 10 stores in Australia, let alone over 100

    • GourmetFoodie on 05/09/2021 - 22:06
      +1

      What happened with WS?

      • Caped Baldy on 05/09/2021 - 22:14

        I bought something with a code and saved close to $90. They cancelled the order saying the system cancelled it due to delays. Told me to re-order it but the code isn't available anymore…

        And they've only partially refunded me and a couple agents have said that I've been refunded in full.

        • GourmetFoodie on 05/09/2021 - 22:21
          +1

          That is so crap.
          Their whole website and stock management system is the worst.
          I really love their stuff though :(

  • Ash-Say on 05/09/2021 - 20:55

    update

    I have initiated chargeback with my bank. Don't know what's going to happen with PayPal account.

    • robbyjones on 05/09/2021 - 21:04
      +2

      They'll likely close your account and won't allow you to open another account with the same details.

      • Antares on 05/09/2021 - 22:19
        +2

        That's not necessarily true. I had an issue with an airline many years ago, I lodged complaint with Paypal and they sided with the company. I lodged a chargeback on my Amex, and Amex sided with me. Paypal issued a refund and my account wasn't touched.

        • garetz on 06/09/2021 - 02:22

          Paypal used to do that many years ago, but not anymore.

  • popsiee on 05/09/2021 - 20:58

    got me to close the case.

    You `^ ed up by doing this . Last time I was told to do this was by Pegasus Group ( rightfully banned from OZB now ) and of course there was no way I would close it .

  • orangecats on 05/09/2021 - 21:13
    +2

    Kmart did the same thing to me.

    Had to tell them I was going to email the MD Ian Bailey (made a fake prediction of his work email using the expected structure) she freaked and refunded me on the spot.

    Kmart since it went offshore for online customer service reps turned into an absolute disaster

  • Ash-Say on 05/09/2021 - 21:16
    +2

    I have updated the main post to include Kmart advice on refund.

    https://files.ozbargain.com.au/upload/82858/91047/img_202109…

  • Muzeeb on 05/09/2021 - 21:24
    -3

    Another screensaver ash-say drama.

  • Brightland on 05/09/2021 - 21:57
    +6

    I had Sephora request I do the same thing.

    They were unable to supply an item and said they would process a refund. I waited the time (can't remember how long exactly) their terms said and emailed them a week past, giving them the benefit of the doubt that it was just taking some extra time. I then sent an email stating that if they don't process the refund within 5 days I'll be lodging a dispute. They didn't. Dispute lodged, they then asked me to close it to process the refund. I said they'd had a good month to do it already and there is no way I am closing it until I have my money back, as PayPal clearly says that if I cancel the dispute I have no recourse and they will need to escalate it wherever they have to internally.

    And by magic it was processed the next day.

    Never, ever cancel a dispute in PayPal until the matter is resolved, no matter how big the company is.

  • GourmetFoodie on 05/09/2021 - 22:12
    +2

    I had a terrible experience with Kmart recently too! Courier did not deliver parcel though claimed they did (I have 24/7 CCTV). Luckily it was a low value item but it’s about the principal of the matter to me.

    Spent 40 mins on hold until I got through to someone. They gave me a vague response about investigating and “would be in touch”. Heard nothing. Even after writing multiple 1 star product reviews because of the situation.

    Eventually I Logged a PayPal claim with evidence of my phone call and got an immediate refund. I was really shocked at the terrible experience though. Made me very wary to buy from them. I shall be prioritising other stores if I can.

  • bobbified on 05/09/2021 - 22:35

    How much are we talking about here?

    • Archi on 05/09/2021 - 23:55
      +2

      Probably $15 for a rice cooker and has only been 1 week

    • terrys on 06/09/2021 - 10:16

      OP's purchase, the amount K-Mark have kept by pulling this stunt on others or the value of lost trade if it is a common practice that becomes better known?

      • bobbified on 06/09/2021 - 11:34

        From an individual's perspective, if the amount is small, it's sometimes better to just cut his/her losses and not shop there again.

        OP has spent so much time trying to recover it by typing multiple emails, sitting on the phone for an hour and a half, etc. How much is one's time worth? Sure a chargeback can be done on Paypal, but that might mean that Paypal shuts down the account and that might cause inconvenience if he/she regularly uses that account on other things.

  • MrThing on 05/09/2021 - 22:49
    -1

    Gee another thread about how Qantas isnt refunding cancelled flights

  • asun88 on 06/09/2021 - 00:04

    Had same problem recently, ordered a Lego set but received a dog collar instead. Asked for a refund, was told it could take 5 business days. Followed up after not receiving a refund and was told it could take 10 business days. Followed up a third time after 3 weeks and was finally given a PayPal refund. I suggest don't waste your time emailing or calling. There is a mobile number to SMS which I found a quicker response. 'For online shopping enquiries (order queries and refunds) please SMS us on 0488 854 585'

  • pandadude on 06/09/2021 - 09:16
    +1

    What was the problem with the product??

    Kmart is normally very good on these matter.

  • payless69 on 06/09/2021 - 11:36

    Surprised by Kmart but not by Paypal. After 3 refunds for faulty ebay items they also stopped any reply, sent the debt collector after me and closed my account with all emails and mobile numbers blocked.

    All I did was purchased a charger with a battery, there was a drop down box so the battery was only $5 extra. But only the charger arrived. All I was asking was the $5 refund.
    Selled vanished only to be back 6 months later.

    Did Paypal hire HN staff?

  • EFC94 on 06/09/2021 - 11:36
    -1

    OP can you post more details about what K-Mart didn't supply and the value? A lot of these threads end up as an OP bagging out a retailer and turns out the OP was being totally unreasonable the entire time.

    • Ash-Say on 06/09/2021 - 12:13
      +2

      Have you seen the screenshot? Kmart is clearly agreeing to provide refund but only if I close PayPal case.

      How am I being totally unreasonable?

  • OzHunterNSW on 06/09/2021 - 12:43
    +1

    Why would you close the case?

    Now they will simply never pay you back.

  • Jono05 on 06/09/2021 - 14:00

    About a month ago I ordered a $40 standing mirror for my daughter online for click & collect from kmart. As it turns out it was out of stock. I got my paypal refund email less than 3 hours after the paypal receipt email. Neither transaction appeared on my linked credit card statement.

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