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Kmart Scrambles to Fix Online Layaway Problem

Kmart Scrambles to Fix Online Layaway Problem
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By Bill Hughes
Dec. 17, 2014 | PADUCAH, KY; HOFFMAN ESTATES, IL
By Bill Hughes Dec. 17, 2014 | 05:23 PM | PADUCAH, KY; HOFFMAN ESTATES, IL
Some Kmart shoppers using layaway services have reportedly received cancellation notices in the mail, even though they have held up their end of the contract.

Multiple media sources have reported this week that online layaway customers received letters saying that their item is out of stock and won't be shipped. Some of those customers say they have completely paid for the items, and were waiting for them to be shipped. Others say they have been promised a refund, but it could take more than a week, which means they won't get their money back in time to buy replacement Christmas gifts.

Jamie Stein, Vice President of Public Relations at Sears Holdings Corporation, which owns Kmart, responded to the complaints and our news room with a statement saying the cancellation notices were inadvertent, and they are "working hard to make things right."

Stein said Kmart has processed refunds for those who were affected, and is also trying to find replacement items through other sources, which they would ship free to customers. If Kmart can't find a replacement, online layaway customers would get an e-gift card they can use to buy gifts.

Stein said the company is deeply sorry for the problem, and understands how it can affect families this time of year.

Here is the complete statement from Stein:

“We are in the process of contacting our customers and members who have received inadvertent cancellation notices for their online layaway contracts. This issue is specific to online layaway contracts for ship to home and does not impact in store layaways.

Here’s what we are doing.  First, we have processed refunds for cancelled items and our customers and members will receive these refunds soon, if they haven't already.  Second, we are working to find the items that were identified as out of stock - and if we can find them we will provide those items for free and ship at no cost.  If we don’t have those items, we will provide an e-gift card that can be used toward the purchase of items in the amount equal to the items cancelled in their order.

We have expressed to our members how deeply sorry we are that this has happened - and we know this is a special time of year for families.  We are working hard to make things right.”
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