Shopko

Review: Loss of eyeglasses sent for repair to Shopko Optical.

On Nov. 4, 2013 I went to Shopko Optical in Beloit, WI to have my eyes examined. (Vendor #[redacted]) A previous examination by Shopko resulted in an inexact prescription that gave me eye trouble. The optometrist at Shopko Beloit agreed to correct the problem at no charge. To do so, I placed 2 pairs of glasses in Shopko's custody: A pair of single-vision reading glasses that I purchased from Shopko and my regular eyeglasses. These were sent to Shopko's optical lab. My reading glasses were returned 2 weeks later (Nov. 18) with the correct Rx. My regular glasses needed more time, they said. A few days later, I was called by [redacted], the manager at Shopko Optical Beloit to tell me the optical lab lost my eyeglasses, but was attempting to find them. [redacted] said the eyeglasses were probably sent to the wrong store. Instead of returning them, she offered me the option of a free pair of Shopko frames with my Rx. I said such terms were not acceptable. My lost eyeglasses were a pair of CAZAL 783 gold-plated, titanium frames that cost over $300. Moreover, that particular frame is discontinued. Because of the condition of my sight, which is extremely poor (i.e. one eye has macular degeneration from amblyopia, the other is extremely near-sighted), the lost frames were perfectly suited to my needs. This is not easy to appreciate unless the condition of your sight is as imperiled as mine is. We agreed to wait a week for more news. A week later (Nov. 25, 2013), [redacted] told me it was possible my glasses were lost or destroyed during processing. I asked if I could contact the optical lab? [redacted] said the location of the lab could not be disclosed to a customer. When I mentioned reporting the issue to the Revdex.com, [redacted] discussed reimbursing me. Reluctantly, I agreed. When we talked again, she asked me for documentation on what I paid for my CAZAL frames. I was flabbergasted. First, they lose my eyeglasses and then they want proof of what I paid for them. I told them I did not have such documentation, but the price was still available online (at coolframes.com). When we talked again later that week I was offered the amount of $595.98, which I reluctantly accepted. Throughout this time I have suffered significant difficulty with my sight and from depression at the loss of my eyeglasses. Besides reimbursement, something should have been done about my Rx. I was so depressed it did not occur to me to ask them to make up a free pair of glasses in addition to reimbursement. Nor did Shopko offer me anything more at this stage than reimbursement. It is inhumane to leave someone in the lurch like this. The check arrived the next week and I deposited it at my bank. Still, I was depressed. On Dec. 12, I called Shopko HQ in Green Bay and reported my situation to [redacted] Spatz (tel. [redacted]) who agreed to look into it. Later that day, I received a call from [redacted], Chief of Shopko Optical (tel. [redacted]). I told [redacted] I wanted my glasses back, that I was tired of being kept in the dark about what happened and how much distress the matter had caused. He listened, but did not offer me much except an apology. I had to question him at length about his tracking system before he disclosed that the glasses were never sent out, that they were tracked to a particular point in processing and then disappeared. He wouldn't say anymore than that. I asked to visit the lab. He said no. I mentioned the possibility of there having been a theft. He said he had no way to investigate it. I asked him to look for them again. He agreed, but I have not heard anything back. All I've got is the money, the memory of a lost pair of glasses that are discontinued and the ongoing trouble with my uncorrected sight. If Shopko cannot find a pair of CAZAL 783 frames for me, I want a free pair of glasses from Shopko. In addition, I wish to keep the money in the hope of someday finding a CAZAL 783 frame on ebay or some other vendor of vinDesired Settlement: In addition to the sum of $595.98 which I received in reimbursement for my lost CAZAL 783 eyeglasses, I request a free pair of frames of my choosing, including progressive lenses for my Rx, from Shopko Optical. Furthermore, I want Shopko Optical to make a concerted search for my lost CAZAL 783 frames, including documentation in writing on what they have done and will do to find and return them to me. Given the anguish this situation has caused, the insensitivity of Shopko personnel to my plight,

Business

Response:

This letter is in response to the complaint received by your office from [redacted]. Mr. [redacted] alleges that Shopko Optical lost a pair of eyeglasses that he brought to Shopko for repair work.

Black Friday shopping at Shopko
Online...DON'T DO IT!
Shopping in store...DON'T DO IT!
On Dec. 2 - I am informed via email that my online black Friday order is not ready for pick-up due to an overwhelming response…yada yada yada
On Thurs Dec. 11 – I am emailed that I have 3 days to pick-up order (I thought that was quite a short notice)
I planned on making connection with Shopko on Monday due to not being able to get to the store until then.
On Mon Dec. 15 – I am emailed that everything I ordered has been returned.
Call the store and they basically tell me their "hands are tied" because a third party distributor handles the process.
___________
Here is another disappointing black Friday story from Shopko a few years back. Store opened at 6AM, I went to purchase a recliner/ottoman and when the store opened I was in the department within 5 minutes (no lie!) and they were out (no lie!). I was in shocked and asked the young worker how that could be? He said it was because they only put a few of the items on the floor for the black Friday special. When the special BF hours were over, which was 10AM that day, then after the black Friday special ends (it was 10AM that day) then they would more of the same item out but at regular or a higher price-sale price. I was furious when I heard that.
Fair? Not Fair!!!!!!!!!!!
Per my understanding with the customer service at my local store, there is nothing they could do to help me. The problem is with the distributor for Shopko.
My question is for the Shopko Headquarters...What is more important-retaining customers or getting the best buck for your products? No need to answer, I figured it out on my own.

Review: I called Shopko online about a Black Friday special that they accidentally started too early, they said they are sorry about this but will be getting more items (TV) in stock 12/7 and that they are going to honor the price of $99, call and order when you see the item back in stock, so I did this. I made sure they would honor before ordering and they said it would bill out at the normal price of $179.99 then it will get adjusted and credited back to the credit card company, when item is shipped, that I should call back when notified, I called back 12/9 when I was notified of shipping of product, since 12/9 or 12/10 I've been calling to ensure the credit of $168 would be coming as I purchased 2 TV'S, after several times, today 12/18 they say they won't honor the price and a message was left for me, that is not the case and the same thing is happening with my sister at this time but she sent product back. They have all notes of when I have called and spoken with several people ensuring the credit would happen and now they won't honor so puts me in a tough spot for the holidays and in general as I could have gotten the TV local for that matter. I feel this should be reported and wonder if you can help me out, my credit card company says they need a credit slip or notes from SHOPKO showing conversations but I doubt they will send, the same story every time that a supervisor will call but never has since the first call i've made. Can you help please as I know several people are probably going through the same thing right now as Shopko indicated that they've had several calls regarding this.Desired Settlement: I would like the correct billing to occur and receive a credit on my credit card for $168 as promised by them.

Business

Response:

December 26, 2013

Review: I would like to file a complaint regarding the Mayville Wisconsin ShopKo store. On March 19, 2016 my 16-year-old daughter [redacted] purchased a 10 foot iPod charging cord. [redacted] purchased this cord using her debit card. The only item purchased on March 19, 2016 was the iPod charging cord and the documented price on the debit card statement is $28.47. Within a week of making this purchase, [redacted] attempted to return the item. One end of the charging cord had pulled apart. When [redacted] attempted to return this item within the first week, she was told by ShopKo that because she did not have her receipt they would not refund or replace the item.

On April 27, 2016 [redacted] return to ShopKo in Mayville Wisconsin, and again attempted to return or exchange the defective product. [redacted] explained to the store manager that she had made the purchase with her debit card and showed the store manager the date of the purchase and the amount of the purchase. [redacted] was told by the store manager that "no refund would be given" nor would the item be allowed to be replaced."

I contacted ShopKo by phone on April 27, 2016 at 3:53 PM. I talked to a store manager, [redacted]. I explained to the store manager that [redacted] had tried return the defective device within a week of the original purchase and was informed that she was unable to return the item. The store manager informed me that she had dealt with [redacted] earlier on April 27, 2016. The store manager also informed me that the item needed to be returned within 30 days of the purchase. I informed the store manager that originally the item had been attempted to be returned within the 30 day time limit however ShopKo refused to return or exchange the item at that time. The store manager informed me that this is their policy and my phone call would not be changing it. I then asked who the main store manager was. I was informed [redacted]. I requested for the main store manager [redacted] to contact me regarding the above issue. [redacted] told me that if I wanted to file a complaint, I need to file it with corporate. I informed [redacted] that I wanted to follow the chain of command and I would like for the main store manager, [redacted] to contact me. As I was about to leave my contact information, [redacted] hung up on me. The duration of my phone call prior to being hung up on was four minutes and four seconds. I file two separate complaints with Shopko Customer Satisfaction, see link below. As of 5/16/16 I have not been contact back by them. https://tnw.reportlineweb.com/custom/shopkolanding.aspx?CodeSet=4515&Theme=s...⇄ Settlement: I would like to achieve the below objectives regarding this complaint.

First, [redacted] to be given a full refund, or an in-store credit. I contacted the debit card company regarding the transaction related to this incident. The information is as follows, Date of purchase 3/19/2016, time of purchase 2:41 pm, The barcode on the box is 8-0511200074-6

Second, for the staff involved regarding the above incident to be retrained regarding ShopKo’s return policy, and customer service relations.

Consumer

Response:

The issues have been resolved. ShopKo issued a refund and a $15 store credit for the inconvenience. Thanks

Business

Response:

Response attached

Review: I Placed an order for two matching dresses for sisters as gifts. checked box to NOT include price on packing slip, which was ignored. One dress was not available but I was not told until after the sale was made. Three useless phone calls and numerous UN-answered emails; and promises for a supervisor to call me back which never occurred. Order was placed at 12:35 a.m. and at 12:49 a.m., I made attempts for them to rectify the situation, to no avail. I was told by three different customer service lobotomy cases, that once an order is placed, that's it, there's no cancelling it!! What kind of legitimate business doesn't allow you to cancel an order? I'll tell you, NONE! The last communication I had was them informing me that only one of the dresses was shipped.....after I specifically stated not to! I immediately informed my credit card company, who will hopefully stand behind me. But this retainer, or should I say SHISTER OUTFIT, needs to be dealt with by you! I have names and times of everyone I spoke with and copies of all emails if you need them.Desired Settlement: TOTAL REFUND, without hassle to me, AND INVESTIGATION TO SEE HOW MANY OTHER PEOPLE HAVE HAD SIMILAR OCCURRANCES. ALSO, W A Y B E T T E R C U S T O M E R S E R V I C E 1111111

Business

Response:

RE: Complaint [redacted]

Review: I was charged twice for one item when I last shopped at Shopko. I live in another state from the Shopko I shopped at and did not notice that I was charged twice until the next day. I have sent e-mails and a letter asking that I be refunded the amount I was overcharged, but have not gotten any money back. I received one email telling me I should have called them on the phone, then was told that I would be contacted later but never received any further communication, nor any reversal of the charges on my credit card statement.Desired Settlement: I wish to receive a refund of $16.87. This is the amount I was overcharged plus 5.5% tax.

Business

Response:

This letter is in response to the complaint filed by [redacted]. The complaint alleges Ms. [redacted] wascharged twice for the same item.Shopko is committed to providing excellent service to every customer every time they visit our stores orwebsite, and maintaining the highest standards of credibility in the communities where we do business.Our investigation of the incident described in the complaint reveals that Ms. [redacted] purchased a pair ofyoga pants at [redacted] in [redacted]. It appears due to a human error, Ms. [redacted]was incorrectly charged twice for one pair of yoga pants. When Shopko obtained Ms. [redacted]’s phonenumber, a customer service representative telephoned Ms. [redacted] immediately and apologized for thiserror.Shopko is disappointed Ms. [redacted] did not have a positive shopping experience at Shopko. An electronicgift card was issued to Ms. [redacted] in the amount of $57.00, the cost of the pants and $40.00 as anapology for this inconvenience.We apologize for this error and hope that Ms. [redacted] will continue to be a Shopko customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am convinced that without your intervention, I would not have received any such response, and am very grateful. Thank you!

Review: On July 14, 2016 the Shopko Store located at Hwy [redacted]. They called and said their women's bathroom was stopped up. We went and cleaned it out. [redacted] works for FMW Group, Inc., [redacted] sent us a work order to do the job. After completion of the job, I emailed him the invoice and the w-9 and insurance that he requested. As of this day we have never gotten paid. We have called Shopko several times regarding this matter and the same response, " let me call [redacted] and see what's going on." I'm sick of the run around. If they can't help you, then they transfer you around the world to some one who says, let me call [redacted] because he was paid August 28, 2015.Desired Settlement: I want my $125.00 plus $35.00 a month late charge that totals $230.00. Next month it will be another $35.00

Business

Response:

This letter is in response to the complaint filed by [redacted]. Mr. [redacted] alleges that he has not received payment for a service rendered July 14, 2015. Mr. [redacted] further alleges that he has received the run around from Shopko in his attempt to receive payment. Shopko is committed to providing excellent customer service to everyone, and maintaining the highest standards of credibility in the communities where we do business. Investigation into this matter revealed that Mr. [redacted] is a subcontractor for FMW Group, Inc. FMW Group, Inc., whom Shopko is contracted with, would be responsible for said unpaid invoice. As a courtesy, Shopko researched this complaint.Mr. [redacted] received a work order from FMW Group for a repair at our Dalhart, TX location. The repair was performed; however, Mr. [redacted] apparently did not receive the store sign off for the repair. Anytime any service is performed at one of our stores, a member of Shopko management must sign the invoice and stamp it with our company stamp. This ensures that the work is complete. As this information was not received, the invoice was flagged and payment was not made. The department handling the invoices requested this information several times. This information was finally received and the invoice was approved on October 6,2015.Shopko also spoke with FMW Group regarding this issue. Information was received that the check for this service will be sent to Mr. [redacted]. FMW Group provided the check number 3805.As stated above, it is Shopko's goal to provide excellent customer service. As in all cases, we are disappointed Mr. [redacted] did not have a positive experience with Shopko. We hope that we have assisted in the payment of his invoice.Sincerely,[redacted]Internal Audit and Loss Prevention

Review: On 12/26 I ordered a 24 X 96 and 60 X 96 rug online.

On 12/30, I received the 24 X 96 via UPS. On 1/1/14 I sent an email to [email protected] regarding the 60 X 96 and never received a response.

I placed a call to customer service on 1/3, 1/6, 1/8, and 1/10. I received multiple responses, a supervisor would return my call within 24 – 48 hours, a supervisor would call me with the tracking# when the rug shipped (as of today I have not received a call or email). I was also given the option to cancel the order and reorder and receive a credit and price adjustments on the new order.

Since no information is being provided by Shopko customer satisfaction, I am filing this complaint. Although the customer service reps were pleasant and courteous, calling the Shopko customer satisfaction line every 2 days to get a status on the 60 X 96 rug is not working.Desired Settlement: I would like to pick the rug up at the Shopko in Beaver Dam instead of having it shipped. (I had asked if I could do this was told it had to be shipped if it was bought online).

Business

Response:

[redacted]

Review: Shopko may look like a legit online retailer but they are not. I ordered a TV on shopko.com for Black Friday. Over the few following days I checked the status of my order online and it stayed on "New". Finally on the Wednesday, I call the customer service where they tell me they had a backlog for Black Friday and it will ship in the afternoon. Next day, the order is still shown as new so I call again and get the exact same answer from another representative. After sending an email, I get a the exact same answer one day later. So I call again and the representative tells me that they have no idea when it's going to ship. He can't even tell me if I'll get anything before Christmas 2015 !!

This may be a legit brick and mortar store but this is NOT an online retailer. Black Friday can't be an excuse. Not only was it foreseeable but sales numbers were lower than last year so it should have been even faster.

I bought the TV during the Black Friday sales and only bought the TV. Are they holding the order because I didn't buy anything else? Are they trying to add additional charges ? I can't even tell because I am basically speaking to an answering machine.Desired Settlement: I wish to have my order finally shipped and delivered as soon as possible.

Business

Response:

This letter is in response to the complaint received by your office from [redacted]. Mr.

Review: ON 11-30-14, I ORDERED FROM SHOPKO (ORDER #[redacted]) CONSISTING OF THREE ITEMS. I RECEIVED TWO ITEMS ABOUT 2 WEEKS AGO. I HAVE NOT RECEIVED THE TABLET COMPUTER. IN ADDITION, SHOPKO OVERCHARGED ME $49.99 + $25.00 IN UNEXPLAINED, UNDISCLOSED, UNDEFINED "ESTIMATED SURCHARGE". I WANT MY MONEY BACK THAT I PAID FOR THE TABLET, AND THE OVERCHARGE, AND THE SURCHARGE -- $154.98 TO BE CREDITED BACK TO MY CARD IMMEIATELY.Desired Settlement: I WANT THE OERCHARGE, THE SURCHARGE, AND MY COST OF THE TABLET CREDITED BACK TO MY CARD IMMEDIATELY.

Business

Response:

This letter is in response to Complaint [redacted] dated December 22, 2014 filed by [redacted]. Mr.

Buyer beware!!
I placed on online order Thursday, May 7th. According to Shopko's shipping policy:
Standard Service:
Orders usually arrive within 5-10 business days (in-stock items only).
Express Service:
Orders must be submitted Monday through Friday by 1 p.m. (CST). Orders placed after 1 p.m. Monday through Thursday will be shipped the following day. Orders placed on Friday after 1 p.m. (CST) and over the weekend will be shipped on Monday. Express Service to Alaska and Hawaii will be air shipped. Express Service is not available to P.O. Boxes and some rural areas of the U.S. A signature may be required for delivery.
From reading the shipping policy my order should have shipped no later than Monday May 11th. I paid for express shipping which would ensure I have my order by Wednesday May 13th. It is now Wednesday May 13th and my order STILL shows as processing. I first contacted customer service on Monday May 11th as I had not received any information on my order. I was then informed that because I ordered an item that was actually from an outside vendor it would take an additional 3-4 business days to process the order through them. NOWHERE on the description of the item I ordered, nowhere throughout my orders checkout and nowhere throughout the shipping policy did it say my order would not following the shipping policy above. I spoke to a supervisor who said she would email the vendor to get more information on my orders status. By Tuesday I had not heard back from said supervisor so I called once again and was informed that it could take an additional 24 - 48 hours before I would know anything more on my order! COMPLETELY UNACCEPTABLE!
I took it upon myself to find out where my order is. I called the vendor. I found out when it would ship and I even called the shipping service.
I feel completely deceived and taken advantage of. I ordered something from this company with the expectations of what was listed on their website was accurate and true. NOTHING regarding the processing and shipping was true! I paid $70 extra to have my order expedited to ensure I had this item in time of the event.
I would also like to point out that the service I received was nothing more than non-existent. I am the one who tracked the order down from THEIR VENDOR!
I can honestly say I have NEVER received service that was below this. But one thing I can say is I am beyond angry and will absolutely not be doing business online or in store going forward.

Review: They advertised buy one case of canning jars and get one free. But they are actually charging the consumer for BOTH cases. You can go to [redacted] and purchase canning jars for $7.89/cs. pints or $9.98/cs. of quarts not on sale. ShopKo is charging $14.99 for pints and $19.99 for a case of quarts and saying you get a second case free. How is this?? I feel they are price gouging the consumer and ripping people off and they are falsely advertising their products.Desired Settlement: I expect to pay the other leading stores pricing for the canning jars and still get my free case for each case I do purchase! I was told they would price match but not honor the buy one get one free if they did add match.

Business

Response:

This letter is in response to the complaint received by your office on August 5, 2013 from [redacted] Complaint alleges Shopko advertised “buy one get one free” on a case of canning jars, but she believes Shopko’s regular prices for the canning jars is too high. Shopko is committed to providing excellent service to every customer every time they visit our stores, and maintaining the highest standards of credibility in the communities where we do business. Our investigation of the incident described in the Complaint reveals that Shopko advertised the entire stock of canning supplies as “Buy One Get One Free” in Shopko’s August 4 – August 7 advertising flyer. However, [redacted] complaint appears to indicate that she believes Shopko’s regular prices for canning jars is too high. Shopko sets its regular prices by considering many factors, including the cost of the item to Shopko and our anticipated profit margin. Shopko believes its regular prices present a good value on quality merchandise. However, Shopko often offers items on sale or uses other promotions to give our customers extra value and to be competitive with other stores. In this case, Shopko believes that its “Buy One Get One Free” promotion on canning jars resulted in prices for the jars that were comparable to or better than our competitors. Shopko values all of its customers and appreciates their feedback. Shopko regrets that [redacted] believes our regular prices on canning jars is too high. Shopko encourages [redacted] to take advantage of our sales and other promotions. We hope that [redacted] will continue to be a Shopko customer in the future.

Please feel free to contact me if you have any questions.

Sincerely,

Vice President

Internal Audit and Loss Prevention

Consumer

Response:

Review: I was in the store when a manger name [redacted] and [redacted] called a cashier in the office and all your heard is them yelling at sherry. the need to worry about the kids that are just standing in the back on the sales floor standing around on there cell phones Ever time IM in the store I see two or more on their phones I thing that not far for the cashiers even sherry we she`s got four kids that medical problems and she also pregnet she has no way to call her huben or her husben ant aloud to check up on her that`s bt most company`s don't worry about their Employers the just care about the money that coming in the door but if it wasn`t for the employers the wouldn't be making the money. I thing they need to treat their employers better and not yell at the ones that do a good job and be on they need to yell at the kids in the back of the store that sit on their phones and don't help shoppers out this need do be dealt with soonDesired Settlement: If someone like [redacted] gets in trouble so should the ones that stand around and are rude to shopper and don't even eknolge them and that sit on the phones on the sales floor

Business

Response:

This letter is in response to the complaint dated November 20, 2014 filed by [redacted] Mr. [redacted] alleges that he overheard a store manager speaking to a cashier in a loud voice and that he witnessed store employees using cell phones on the sales floor at Shopko Store #28.

Review: I found a TRACFONE LG840 phone advertised in a ShopKo ad in The Bulletin newspaper. When I went to the store to purchase the phone the store did not carry the product. I went to the customer service desk and was told by the store representative that they did not have to honor their ad that it was a seasonal product.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to purchase three of the TRACFONE LG840 phone at the advertised price of $39.99 or less.

Business

Response:

This letter is in response to the complaint received by your office from [redacted] alleges that she was unable to purchase an advertised TRACFONE model LG840 from her local Shopko store in Bend, Oregon.

Review: On 12/24/13 I went to a shopko on Lineville road in howard wi. I was checking out with my mother and brother and I heard a extra scan while I was checking out. At the end the price was a little high and I was handed a iTunes activation receipt. I didn't think anything of it since my mom may have thrown one on. Once home I found out none of us had grabbed this card to purchase and there was no card. The girl who rang up our purchase looked high school age and went on break immediately after. I called the shopko and they said they would investigate but nothing has happened. My cashier was named brook and my receipt has the time stamp of 2:07:58 pm on register 6.Desired Settlement: I want either a refund or a replacement. If the cashier took a card that she swiped and I was charged I would also like her fired for theft.

Consumer

Response:

From: [redacted]

Date: Fri, Dec 27, 2013 at 3:38 PM

Subject: Re: You have a new message from the Revdex.com of Wisconsin

To: "[redacted]>

Shopko has called me and is refunding my money in a gift card

Review: On April 1st, 2014 a letter was mailed to me stating that my insurance will no longer be available. So I was paying full price for my prescriptions. My new doctor informed me that I did still have insurance and printed me off my insurance information and a contact number to talk to someone to get my cards which I have. I stated on April 1st to my pharmacy Shopko Hometown pharmacy that I want to be reimbursed for the difference since I had insurance. I keep getting the run around from them for 3 months now. The other pharmacy that I also got scripts through paid me in 1 week. Stuff like, they haven't faxed me, no phone calls, no paperwork, filled out the paperwork wrong, lady is on vacation, I heard them all. I just can't take it anymore. I want my hard earned money refunded back to me. Get with my loser doctor I got rid of on the phone and get this done. They will call one another but nothing is done right. A refund should not take 3 or 4 months. I hope you can get to the bottom of it. They are starting to push my buttons. Not goodDesired Settlement: I want my refund back like now. I waited long enough 3 or 4 months for a refund. NO!! They can figure out what my insurance is, what I paid, figure the difference and refund. This is exactly what the other pharmacy did. why can't they. I feel they are trying to keep my money I want my refund then I will take my business elsewhere. they are just as bad as the doctor I gotten rid of.

Business

Response:

This letter is in response to the complaint received from your office dated July 22, 2014 filed by [redacted]. In the complaint, Ms. [redacted] alleges she purchased a medication dispensed at the Shopko

Review: I needed eight small Christmas trees and noticed that ShopKo was running an advertisement on their trees, so I went online and placed an order (order #[redacted]) for eight Trimmerry 3' Canadian Fir Grande Tree with 50 Multi Lights. The availability showed as "In Stock" and would be delivered in 5-10 days. Needed them by the 15th of November, so I chose to have them shipped using Standard Shipping. I watched my ShopKo account for a couple of days, waiting for the trees to ship, and saw nothing happening. Then suddenly, my order summary on their website showed that the trees now had an availability of "Not Available". I immediately sent an email to their Customer Service Department, asking if my trees were being shipped or not. Within a couple of hours I received an email from "Barbie" in Customer Service explaining that four of my trees would be shipped that day, and four of my trees would be shipped on 11/11/13. Within minutes of receiving this email from Barbie, I received two separate emails from ShopKo. One email stated that four of my trees were ready for shipping, but the other four trees were cancelled. I immediately called ShopKo's Customer Service line for clarification. One of their agents answered, and I explained how I had purchased eight trees and had just received two emails telling me that four of my trees were being cancelled. She confirmed that four of the trees had been cancelled. I told her about the email I had received from [redacted] moments before, stating that the other four trees were not cancelled, but were delayed and would be shipped on 11/11/13. She put me on hold so she could ask her supervisor. While I was waiting for the agent to return, I pulled up the ShopKo website and noticed that the Trimmerry 3' Canadian Fir Grande Tree with 50 Multi Lights were listed as "Not Available", but the Trimmerry 3' Canadian Fir Grande Tree with 50 Clear Lights was listed as "In Stock". I thought that if my original trees were not available, then I would hurry and order the clear-lighted trees, so I would have the eight trees that I needed on time. The agent came back on the line and told me she had talked to her supervisor, and indeed the other four trees were going to be shipped on 11/11/13. I was relieved knowing that I'd have all eight of my trees delivered on time. I watched my email and UPS account on 11/11/13 to make sure the four trees were shipped out as promised, and I saw nothing. I waited until 11/12/13 in the afternoon to see if the trees were being shipped, before I made another call to the ShopKo Customer Service line. An agent answered, and I gave an explanation of what I had ordered, what had been shipped, what had been promised, and what I was expecting. She put me on hold so she could ask her supervisor. When she came back on the line, she told me that the four trees I had been promised that would be shipped on 11/11/13 were cancelled, and I would be getting no additional trees. So, I had four multi-colored lighted trees on the way, and there were no more trees coming, and I needed eight by Friday, 11/15/13. I took a deep breath to control my frustration, and asked the agent, since ShopKo was not sending my multi-color lighted trees and none were available, if I could place an order for four clear-lighted trees. She said I could. I them mentioned that I had purchased the trees on sale for $11.99, and the sale was over, and the trees were now selling for $14.99. I asked if I could purchase the four additional trees for the sale price of $11.99, since that would have been the price I had paid if I would have known I wasn't being shipped my additional four multi-colored lighted trees. She said she would have to ask her supervisor. She came back on the line, and told me that she would have to charge me the full $14.99 price, but the supervisor was standing by, and would issue my bank account a $3 credit for each tree that I was purchasing ($12 in total credit). I then asked about the possibility of getting the four trees by Friday, since that's when I needed them. She told me they offered Expedited Shipping for an additional charge, and I agreed to go forward with the order. I placed an order for four Trimmerry 3' Canadian Fir Grande Tree with 50 Clear Lights (order #[redacted]) with Expedited Shipping. Here it is 11/15/13, the four multi-colored lighted trees that I ordered first (the part of the order that wasn't cancelled) arrived yesterday. The additional four trees that I ordered on 11/12/13 are not scheduled to be delivered until Monday, 11/18/13, and were NOT shipped with Expedited Shipping, but were shipped UPS Ground, the same method as the first trees I ordered with Standard Shipping. I have also NOT received the promised $12 credit ($3 per tree) to my bank account, that the supervisor was "standing by" and going to give me for ordering the final four trees that I ordered after the sale had ended. I have put all this into an email and sent it to the Customer Service email address, and have received NO response whatsoever. I am totally frustrated with ShopKo and their inept Customer Service.Desired Settlement: The desired settlement that I am requesting covers multiple areas, since multiple areas have been completely ignored by ShopKo. First, I am requesting the supervisor's promised $12 credit ($3 for each tree purchased on order #[redacted]) to my bank account for the purchase of the second set of four trees after the sale had ended. It's not my fault that I had to purchase additional trees after the sale had ended. Second, I am requesting a full refund for the Expedited Shipping costs of $23.95 for the second order of trees, since they were not shipped with Expedited Shipping, were shipped UPS Ground, didn't arrive by my desired delivery date (11/15/13), and won't arrive for several more days.

This is the MINIMUM I believe I am owed by ShopKo, since I have had a 100% unsatisfactory experience while dealing with them. If ShopKo wants to provide more compensation, then I'd gladly accept.

Business

Response:

November 25, 2013

Review: RE: Order #[redacted]? I returned this order over a month ago. I have contacted Shopko by email, thru online customer service, fax, phone, and US Mail regarding this order. After multiple promises to refund my money and issue a new gift card, I was told by Shopko that they had not received the item and UPS was investigating. I still haven't heard back from anyone. First, why did I have to call UPS to find out and alert Shopko the package was missing? It was shipped with a return label provided by Shopko. Why am I the only one still concerned with this issue? Out of all the online and corporate office rep's I have spoken, too, none have followed through with their promise to resolve this issue. I bet if you docked their pay and paid me for doing their jobs they might care. They certain do not care about my time and the stress and frustration that comes from being to lies over and over. I still have all of the emails promising to resolve this matter, yet it is still not resolved.Desired Settlement: I want the money paid by my credit card refunded - $10.98. I want $20.00 refunded to a gift card. I want Shopko to reissue the $5.00 off welcome email coupon. It wouldn't hurt my feelings any more than they are if I were paid for doing the jobs of Shopko employees. It should not take these lengths I have went through to get help from a company. It is sad to me.

Business

Response:

This letter is in response to the complaint filed by [redacted]. The complaint alleges Mr. [redacted] was

I had an issue with two online orders being placed. My first order had an error message occur stating that they couldn't recognize my mouse click and to try again. After refreshing the screen, my cart was empty. I re-selected only the items. I checked my email to make sure my original order wasn't placed; as it stated that it didn't recoginze my mouse click. I had no confirmation message, so I submited my second attempt cart load. Shortly after, I received two confirmation emails. As soon as I received the two order confirmation emails, I called customer service (maybe 5 minutes after the online order). [redacted] indicated that there was only one order in cue and there must have just been a glitch with my email. I told her I was really concerned because I have two different order confirmation numbers. She confirmed with her supervisor, [redacted], that there was only one order and I had nothing to worry about.

I still felt uneasy, so I emailed their online customer service email; I then told my husband about the situation. He looked on the Shopko website for both of my orders and said I needed to call customer service back because they must have been mistaken.

I called back and [redacted] answered again (this was maybe 15-20 minutes after placing the order). She checked my email once more and stated that there were two charges, but it was too late to cancel either order!?!?! I asked to speak to [redacted] because I was told by both not even a half hour earlier that there was only one order/charge. Both indicated that they couldn't do anything to assist. I was beyond frustrated at this point because the two who kept assuring me that there was one charge even though I had two confirmation emails, were now telling me that there were two charges and it was too late to cancel one. I believe if they would have taken my concern serious in the first call, I wouldn't have to deal with the fall out now.

My husband couldn't believe that they couldn't cancel the order, so he called back to speak with [redacted]. He was on hold for 15-20 minutes and told by [redacted] that she couldn't get a hold of [redacted] and couldn't keep putting my husband on hold because there were other customers. Which she forgot that we are a customer too and our issue occurred due to lack of follow-through from my original call.

After numerous attempts to cancel the order or to have the order shipped to me priority so I could get the money back into my account, I was repeatedly told there was nothing Shopko could do.

I still don't understand how orders that have not been processed yet, cannot be cancelled or have a shipping method changed; you cannot tell me that someone doesn't have the authority to make a call to make that change!

I am EXTREMELY disappointed with how this whole situation has been handled. After being guaranteed that there was only one order to begin with, to the fall out that has occured with no assistance from Shopko to right this error or assist the customer in any way!

All people/stores make mistakes, but it is how the mistakes are handled that shows how much integrity the store has and how much they really care about their customers. It has become quiet clear that Shopko doesn't care about their customers, but instead cares about what is most convienent for Shopko! I know this is a small concern for Shopko's corporation; but not many customers have extra money to literally pay for a mistake! So the small error for you, is a very difficult one on me finanically. I really hope Shopko can change how they handle similar situations, or they will be losing even more customers. :(

They need to set something in place to allow online orders to be cancelled within an hour of the purchase. That way if their website malfunctions, like it did for me, the customer doesn't have to pay for the mistake!

Review: purchased item 6/28/2014 for $128.88. 7/17 item goes on sale for $99.99 plus on valued my extra savings member a coupon for $10.00 of a $50.00 purchase. My knowledge with other stores in this situation would be to take in receipt and coupon and the store would refund $38.89 within 30 days(at the least). Shopko informed me they only have a 14 day policy. I haven't seen it posted or been told of this while in the store. The receipt says "save your receipt for all returns. ask our customer service desk or visit website. I guess I could have done that, but I feel that if their policy is out of the normal they should make it be known. This isn't just pocket change to me, I surely would have taken my purchase more serious had I known the policy. I wouldn't have bought it.Desired Settlement: Of course I would like to get the $38.89 back and I think they should print policy on receipt and have it posted in store or have cashier tell you about it.

Business

Response:

Dear Ms. [redacted]: