[Blindtlk] A Horrible Experience at Kmart

Thu Jul 16 03:41:12 UTC 2015

Hello Charlotte,

You should post the phone number of this store so we could call and
complain, too.  The store Identification number would be helpful.  A post to
Twitter with this story would certainly get action.  I was having difficulty
getting repair work done by sears.  I simply put a polite request on Twitter
for help and a Sears representative contacted me in a few minutes.  It was
magic.  I received the service and was happy with the result.

Warmest Regards,

Fred

-----Original Message-----
From: blindtlk [mailto:blindtlk-bounces at nfbnet.org] On Behalf Of Charlotte
via blindtlk
Sent: Wednesday, July 15, 2015 11:02 PM
To: Blind Talk Mailing List
Cc: Charlotte
Subject: [Blindtlk] A Horrible Experience at Kmart

A few days ago my best friend and I were talking about the good deals she
got while at Kmart with another friend of hers. They had sales on swimsuits,
clothing, shoes, etc. and I was looking to purchase some of these same
articles. She said she'd like to go back as well so we planned a trip for
Friday, July 3, to go to Kmart on paratransit to get the items we wanted. I
told her I'd call ahead the next day and let them know we were coming and
that we would be there quite a while as we were two blind women, one in a
wheelchair, looking for clothing and accessories. The next day I called to
let them know. I spoke to the manager on duty. He assured me it was no
problem. I didn't feel very satisfied with his brush-off quick response and
told my husband about it. He then called again and spoke to a customer
service lead. This time he, too, was assured that it would be no problem. He
gave the times we'd be there and she said she'd get it taken care of and
leave a note at the service desk so they could get someone in ladies'
clothing or a similar department to help us. We again told her the length of
time we were looking at and that there would be two of us. We arrived at
Kmart Friday and I went to the service desk. I again said I had called ahead
and spoken to two people and told them we were coming and that my friend and
I would need help shopping. Not only were my two previous calls ignored, but
we were given a male cashier who knew nothing about clothing. He, as an
employee and a person, was fantastic. But I did not feel the most
comfortable shopping for intimate apparel with a male not related to me. 
We proceeded to begin shopping and purchased some shoes, swimsuit, and were
looking at pants. We had been shopping for about 2 hours. My friend and I
were in the women's fitting room trying on clothing. All of a sudden there
is a loud bang on the door. In a raised, scathing tone, the general manager
of the store inquires how much longer we intend on tying his employee up. I
again explained that we had called twice in advance and that I had indeed
spoken to a manager on duty. I explained this in a calm tone, only letting a
bit of my growing frustration show. Dan, the store manager, then proceeds to
publicly, loudly berate me in front of the other customers and employees and
tell me how unappreciative and ungrateful I am. He said I had tied up an
employee for 3 or 4 hours. We had begun shopping at 11 and it was just after
1 when the incident occured. He said that from now on they are putting a 30
minute maximum on any assistance because of my extreme attitude. I tried to
reason with him as did my friend and say we were not being extreme. We'd
tried to do the responsible thing and if we'd come separate they'd have had
two employees tied up. It really hurt my feelings and upset me very much to
be publicly humiliated and berated in front of the other customers and
employees, and while I was trying on clothes in the women's fitting room. I
came out of the room in tears. The gentleman helping us was appalled. He
profusely apologized for his manager's rude behavior and said if he were us
he'd just put everything back and walk out. I said I'd love to do that but
with my transportation limitations, that wasn't an option for me. We did get
checked out and went to wait for our ride. 
When I got home, I immediately called the corporate complaint department.
The gentleman who took my call was also appalled by the classless behavior
of the manager. I am still waiting to hear the resolution of this complaint.
I will never set foot back in that store again unless that manager is no
longer working there or at any store. He is rude, unprofessional, and
according to the employee helping us, he treats his employees the same way.
I've been verbally abused before and that was exactly what this experience
reminded me of. My friend said he was accusing us of having an extreme
attitude, when he was actually the one acting extreme. I would not recommend
any person with a disability to go to Kmart. You will be treated as less
than human and given the complete brush-off. If you go to the store on Lake
St. Dan will impose a
30 minute maximum on your shopping time. This is not legal by ADA standards.
He feels that we are taking advantage of a system and so I feel that he
doesn't want us there or our business. Let Dan, the Kmart manager know what
you think of what you just read. I have an update to this story. It is now
July 15, and I still have not heard any word from corporate of any kind. I
called twice and both times was told someone would get back in touch with me
promptly. This has not happened. 
Apparently Sears and Kmart do not care about whether or not their customers
are treated in a dignified manner.
Charlotte

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