Had an issue with Kmart? Get a real response.
Kmart is one of Australia's largest department stores, selling home goods, apparel, outdoor gear, art supplies, and so much more.
When submitting a complaint to Kmart, the best way to ensure that you’ll receive a response is through their customer phone line (1800 124 125) or using the live chat feature on their website, which you can access through the Kmart Contact Page. The chatbot is available 24/7 but it’s important to note that you’ll only be able to contact human agents during business hours. Other ways to file a complaint would be through their email form on their website, visiting in-store and speaking to the service desk or store manager, or through social media platforms
Kmart normally aims to resolve any issues within 1-2 business days, where you’ll receive updates via your preferred method of contact. Complex complaints may take a little longer. If your issue has not been addressed or resolved in a timely manner, you can escalate your problem to higher authorities to speed up the process. You also have the option to direct your complaint to external bodies like State Consumer Affairs, ACCC, Fair Trading, or take the legal route through a small claims tribunal.
The most common complaints from Kmart customers are in regards to returns or exchanges, issues with online orders, cancelled or changed orders, customer service issues, product quality, pricing errors, or store experience complaints. Potential outcomes often include refunds, exchanges, store credit, or an apology.
How to submit a complaint with Kmart
Need help from Kmart? Here's the best way to submit a complaint:
- Phone: Call 1800 124 125 (available 7 days a week during business hours). This is 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 X (formally known as Twitter) @Kmart_Australia. While formal complaints should go through official channels, social media teams may help redirect 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. Confirmation: 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 directs your issue to the right team (e.g. store managers, online support, or product safety). They'll prioritise based on urgency.
3. Resolution Handling: Most complaints are resolved by front line staff, including refunds, replacements, or apologies. Complex issues may be escalated to senior agents or the Product Safety team.
4. Communication & Timelines:
- Simple issues: Often resolved on the same-day or within 2 business days.
- Complex complaints: You'll receive updates within a few days, with full outcomes potentially taking 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 outcome. If you aren't happy with the resolution, you can reply and request adjustments.
Kmart’s aim is to resolve quickly, keep the customers 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.
Most complaints are resolved quickly once raised with the right info and through the right channel.
Kmart complaints submitted through Ajust
I was shocked when the staff at Kmart laughed off my concerns about how dirty the Port Macquarie store was. Broken coat hangers, filthy floors, and zero professionalism. I work in retail too and there’s no excuse for this level of neglect. - Julie
I visited Kmart for a simple product inquiry but left feeling completely dismissed. The staff seemed uninterested and rude, which made the whole experience stressful and disappointing. It’s made me think twice about shopping there again. - Pardeep
My online order arrived with a smashed ceramic pot which was completely unusable. I was so excited to decorate my space with it, and instead I’m chasing a refund for something that shouldn’t have shipped in that condition. - Karina
I tried to return some clothing using my bank statement, just as instructed, but the store refused to process it without the original receipt. With a newborn and financial pressure, this inconsistency felt unfair and unnecessarily stressful. - Yaser
How other consumers Kmart complaints got 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 was missing 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.
Issue still not resolved? Here's are few other options you can take:
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 throught the external route.
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
Kmart Complaints FAQs
What's the quickest way to submit a complaint to Kmart?
The fastest way to submit a complaint to Kmart is by calling 1800 124 125 or using the live chat feature on their website. Both options offer real time help, especially for urgent issues like delivery problems or faulty products. For less time sensitive concerns, you can also use the email form or visit a store in person.
What happens after I make a complaint to Kmart?
After you submit a complaint, Kmart confirms they have received the submission and directs it to the relevant team. Most simple issues are resolved within 2 business days, while complex ones may take longer. You'll be contacted via your chosen method (email or phone) with updates or an outcome such as a refund, replacement, or apology.
What should I do if Kmart doesn't resolve my issue?
If your issue isn’t resolved, ask to speak to a supervisor or resubmit your complaint with your reference number. You can also escalate it to Kmart’s Product Safety team, head office, or a state consumer body like Fair Trading. Keeping records and sticking to the facts helps speed things up and shows you know your rights.
What are the most common Kmart complaints and how are they usually handled?
The most common Kmart complaints involve returns, delayed deliveries, and poor customer service. Most are resolved quickly if you have proof of purchase and clearly state your issue and desired outcome. Kmart often offers refunds, store credit, or an apology when approached through the right channels.
You’ve done your part, now it’s time to hold Kmart accountable.
Take the final step and submit a complaint that gets seen and responded to.