A Perth woman's attempt to exchange an unopened item at Kmart has ignited a fierce debate on TikTok. Narissa, a self-proclaimed Kmart supporter, claims she was denied an exchange for a Three Tier Trolley because it was outside the 60-day returns policy. Her video expressing her frustration garnered thousands of likes and sparked differing opinions about customer service and return policies.
A Perth woman has sparked online debate by airing her frustration to TikTok after attempting to exchange an item at a Kmart store. Self proclaimed “ Kmart supporter”, Narissa, wanted to swap her “unopened” black Three Tier Trolley for the same item in white. Narissa claims she was told by Kmart staff at the service counter her request was not possible because it was “outside of the 60-day returns policy ” and the original item was purchased online.
“Let me just say Kmart Australia, I am extremely disappointed,” she said in the video which has amassed more than five thousands likes. “I’ve worked retail for a long time and to deny a customer of an exchange is just so wrong.” Hundreds of TikTok users flooded the comment section to add their two cents. “I’m sorry but I work retail too 60 days is more than fair when most retail stores only have 21-30 days. You had time girl,” one wrote. “You had more than enough time.. they’re not gonna ring HR and change tore policy just for you,” wrote a second. Another weighed in with an “unpopular opinion”: “As a person that worked in retail for 10 years, if it’s unopened I would just swap it. It literally takes less energy to swap than argue policy.” The bridal makeup artist and content creator posted a follow-up TikTok video to reiterate her stance. “I think people are missing the point. . . I have the purchase docket from purchasing it online, the box is not open, its fully sealed i have not touched it. . . it’s a straight exchange,” she said. “It’s valid people are pointing out the online shop is completely different, but still, customer service should always be number one.” According to Kmart Australia’s website, change of mind returns can be made within 60 days of the purchase date, or 365 days for OnePass members
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