How to file a complaint and get quick results from Kmart
How to submit a complaint with Kmart
Need help from Kmart? Here’s how to submit a complaint through the fastest and most effective channels:
📞 Phone: Call 1800 124 125 (available 7 days a week during business hours). Ideal for urgent issues like missing deliveries or product faults.
💬 Live Chat: Head to Kmart’s Contact Page and select “Chat with us.” The chatbot is available 24/7, with human agents during business hours.
📝 Email Form: Use the “Email Us” form on Kmart’s site to describe your issue and attach supporting files (photos, receipts, etc.). Expect a reply within 1–2 business days.
🏪 In-Store: Visit your local Kmart and speak to the customer service desk or Store Manager. Many simple issues (like faulty product returns) can be resolved on the spot.
📱 Kmart App: Use the app to access past orders and receipts. This is handy when contacting support through other channels.
📢 Social Media: Reach out via Facebook or Twitter @Kmart_Australia. While formal complaints should go through official channels, social media teams may help direct your issue.
🔍 Tip: Keep your receipt, order number, and product details ready. Be clear about what happened and what resolution you’d like (e.g., refund, replacement, apology).
Here’s what to expect after you submit a complaint:
1. Acknowledgment:
You’ll receive confirmation either immediately via live chat or within minutes via email. Phone agents may give you a reference number.
2. Assessment:
Kmart routes your issue to the right team (e.g. store managers, online support, or product safety). They prioritise based on urgency.
3. Resolution Handling:
Most complaints are resolved by front-line staff—refunds, replacements, or apologies. Complex issues may be escalated to senior agents or the Product Safety team.
4. Communication & Timelines:
- Simple issues: often resolved same-day or within 2 business days.
- Complex complaints: updates within a few days, full resolution may take longer.
You’ll be contacted via your chosen method (email or phone).
5. Resolution:
Outcomes include refunds, exchanges, store credit, or apologies—depending on the issue and policy.
6. Follow-Up:
Kmart may send a survey post-resolution. If the solution wasn’t quite right, you can reply and request adjustments.
Kmart’s aim? Resolve quickly, keep you happy, and stay within the rules of consumer law.
Common complaints against Kmart
Kmart shoppers most often report:
- 🔁 Returns/Exchange Frustrations – Especially after the 2024 policy change (proof of purchase required).
- 📦 Online Order Issues – Delayed or missing deliveries, high delivery fees.
- ❌ Cancelled/Changed Orders – Especially during sales or peak seasons.
- 🗣 Customer Service Issues – Rude, unhelpful or dismissive interactions.
- ⚠️ Product Quality Problems – Faulty electronics, poor build quality, or missing parts.
- 💳 Pricing Errors & Payment Glitches – Items scanning higher than shelf price or double charges.
- 🧼 Store Experience Complaints – Long queues, messy aisles, or limited staff availability.
The good news? Most complaints are resolved quickly once raised with the right info and channel.
Ready to resolve your Kmart issue?
Real Kmart complaints and how they were resolved
🍳 Faulty Product: A Kmart air fryer stopped working. The customer used a card statement as proof of purchase. A full refund was issued in-store, hassle-free.
🔄 Change-of-Mind Return Refused: A customer lacked a receipt after the policy change. Kmart made a one-time exception with a store credit voucher and clarified the new policy.
🚚 Delivery Delay: A Boxing Day sale order went missing. After escalating to Kmart, they coordinated with the courier and completed the delivery with an apology issued.
Still stuck? Here’s how to escalate:
1. Ask for a Supervisor: In-store or on the phone, request a higher authority if your issue isn’t resolved.
2. Submit a Follow-Up: Use the email form again, referencing your case number and stating you're not satisfied with the response.
3. Mention Product Safety: For serious issues (e.g. a dangerous item), request escalation to Kmart’s Complaints & Product Safety Team.
4. Reach Out to Corporate: For unresolved complaints, consider contacting Kmart’s head office via formal letter or email to customer relations.
5. Keep Records: Document every conversation, case number, and email. You’ll need it if you go external.
6. Mention Precedent: If others received compensation for the same issue (e.g. apology vouchers during delivery delays), mention it.
7. Leverage Social Media (Tactfully): If ignored, a polite post can spur a faster response, but keep it factual and respectful.
Escalating works. Kmart wants to resolve your issue before it reaches regulators or the media.
Still hitting a wall? You can escalate externally:
✅ State Consumer Affairs:
Lodge a complaint with your state’s consumer body (e.g. NSW Fair Trading, Consumer Affairs Victoria). They can contact Kmart directly on your behalf.
✅ ACCC (National):
For broader issues (false advertising, widespread product faults), report via the ACCC website.
❌ No Retail Ombudsman:
There’s no Kmart-specific ombudsman. Use Fair Trading or ACCC.
🏛 Small Claims Tribunal:
Unresolved financial disputes? File a claim with VCAT, NCAT, or your state tribunal.
📰 Media or Advocacy:
Raise public attention (as some customers did during 2020 delivery issues). Media pressure can trigger company-wide action.
⚖️ Know Your Rights:
Under Australian Consumer Law, you’re entitled to refunds, repairs, or replacements for faulty goods. Mentioning your rights often speeds things up.
- 📞 Phone Support: 1800 124 125
- 💬 Live Chat: Start a Chat (24/7 bot, human during business hours)
- 📝 Online Form: Use the “Email Us” link on Kmart’s Contact Page
- 🔁 Returns Policy: Kmart Returns – Know your entitlements and rules
- 📦 Track Orders: Kmart Order Tracking
- 📚 Help Centre: Kmart Help / FAQ
- 📣 Facebook: Kmart Australia Facebook
- 🏢 Wesfarmers (Corporate): Wesfarmers Contact Page
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