In the age of social media, customer service stories often go viral, sparking debate and sometimes even leading to policy changes. This happened when a Perth woman and TikTok user, known as @narissacreativestudio, took to the platform to express her disappointment with retail giant Kmart.


Narissa, a self-proclaimed 'Kmart supporter,' encountered a snag when she tried to exchange an unopened black Three Tier Trolley for the same item in white. Despite the item being in its original, sealed condition, Narissa was informed by Kmart staff that her exchange request could not be honoured because it fell 'outside of the 60-day returns policy,' and the item was originally purchased online.


The TikTok video, which garnered over five thousand likes, features Narissa voicing her frustration: 'Let me say Kmart Australia, I am extremely disappointed. I’ve worked retail for a long time, and to deny a customer of an exchange is just so wrong.'


The post quickly became a hot topic, with hundreds of TikTok users chiming in with their opinions. Some sided with Kmart's policy, pointing out that 60 days is a generous window for returns and exchanges, especially compared to other retailers that offer much shorter periods. 'You had time, girl,' one user commented, while another added, 'They’re not gonna ring HR and change store policy just for you.'

However, not everyone agreed. One user, who claimed a decade of retail experience, shared an 'unpopular opinion': 'If it’s unopened, I would just swap it. It literally takes less energy to swap than argue policy.'

In a follow-up video, Narissa reiterated her stance, emphasising the unopened state of the item and her possession of the purchase docket. 'It’s a straight exchange,' she argued, highlighting that customer service should always be a priority while the online shop operates differently.


Kmart Australia's website states that change-of-mind returns can be made within 60 days of the purchase date or 365 days for OnePass members. This incident raises questions about the flexibility of such policies and the importance of customer satisfaction.

At the Seniors Discount Club, we understand that navigating return and exchange policies can be a hassle, especially when dealing with online purchases. It's essential to be aware of the terms and conditions before buying, but we also believe in the value of excellent customer service and the goodwill that can come from accommodating a customer's reasonable request.

Members, have you ever faced a similar situation with a strict returns policy? How do you think retailers should balance their policies with customer service? Share your experiences and thoughts in the comments below – we'd love to hear your take on this debate!


Remember, staying informed about a store's return policy is crucial, and don't hesitate to reach out to customer service if you believe there's room for a fair resolution. After all, your satisfaction is what keeps these businesses thriving.