had a deeply disappointing experience at Kmart Fountain Gate today. I attempted to return a brand-new, unopened Lego base plate, and the process was made unnecessarily difficult due to staff behaviour and system failures.The store’s app and internet were not functioning, had online invoice number and bank statement as proof of purchase, yet instead of offering assistance or alternatives, the team leader named Cara, responded in a dismissive, aggressive and unhelpful manner. The communication style was abrupt, unprofessional, and left me feeling as though I was being treated with suspicion for a completely legitimate return.When I politely requested escalation to someone senior, I was told to “go to another store,” which is an unacceptable response in a retail environment. The overall attitude from certain staff members reflected a lack of customer service training and disregard for basic consumer rights and basic manners and etiquette. This experience fell well below Kmart’s expected standards and raises serious concerns about staff conduct and accountability at this location.
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