Please Release Me, Set Me Free!

26 August 2010 Categories: Blog, Customer Satisfaction

Have you ever tried to get unsubscribed from an e-mail list? I have a site that I’ve been trying to get rid of for one year, and I can’t do it. The best I can do is getting the message to go to my spam box!

How come subscribing is so much easier than unsubscribing? Isn’t customer service giving the customer what they want? Maybe companies don’t check out their own policies or take their own suggestions.

When I get done unsubscribing I really hate them for putting me through all the nonsense.

My friend told me of his experience with Kmart and Sears; I think it’s a good lesson on “unsubscribing warfare.” We pick up the conversation as it gets juicy (my comments in italics).

Dear Mr. Valued Customer, (names have been altered to protect K-mart!) Thank you for contacting kmart.com. (Hmn, I wonder if its so?)

We apologize for the inconvenience of receiving unwanted emails. Please send your full address and we will remove you from the email and call list. (Simple enough, like he hadn’t sent it at least 4 times before?)

We do appreciate your business but understand this frustration. Please have a great week.

> Gloria B.>> >>>
Kmart Customer Care
help@customerservice.kmart.com
1-866-KMART-4U (1-866-562-7848)

My friend’s response:

>>
>
> >Original Message Follows: ————————
>When I insert my email address as you describe, your system will not recognize my address (even though it continues to send emails to that address) so I cannot get your system to forward to me my unknown password.

Are you starting to get a picture….there appears to be no way for ME to end this.

I never signed up for your emails (I didn’t even shop at Kmart & now most certainly won’t).

I don’t know my password to stop them, & apparently, even if I did know the password, your system wouldn’t recognize my email & password, allowing me to stop them. I didn’t ask for this,

I didn’t create this, I don’t want this, I can’t stop this; Kmart created this… (K-mart gone wild! I don’t think its girls gone wild.)

Kmart needs to stop this.

From Kmart:

Original Message —–
From: Kmart Help
To: Valued Customer
Sent: Tuesday, February 17, 2009 10:30 AM
Subject: Re: Unsolicited emails (KMM3172974I15977L0KM)
> Dear Customer,Thank you for contacting Kmart.com. (You think?)

We are sorry to hear that you would like to unsubscribe from our marketing list.

To stop receiving e-mail promotions from us please visit our site and click on the “My Profile” link located in the top left of the website. You will then need to follow the steps listed below:

1. Enter your e-mail address and password. 2. Click on “My Information” link located on the left. 3. Scroll down and select “I would like to receive special offers, updates and sale alerts.” under “E-mail Specials” located near the bottom of the page. Make sure the checkmark is removed from the box. 4. Save and return to Overview. Once these steps have been completed your e-mail address will be removed from our mailing list within a few business days. We thank you for your patience. We appreciate your business and again, we sincerely apologize for any inconvenience this situation may have caused you.

Look for great bargains throughout the store and find Kmart exclusive brands like Martha Stewart Everyday, Thalia Sodi, (Thalia who?) Joe Boxer, Route 66 and Jaclyn Smith.

(Hey, good salesmanship; never miss the opportunity to resell the customer.)

Kmart Customer Care
help@customerservice.kmart.com
1-866-KMART-4U (1-866-562-7848)

From my friend:

>
>Original Message Follows: ————————
>That’s ridiculous. If I have a password I don’t know how I got it or what it is.

On EVERY email you send me I go to “unsubscribe” & do so yet the emails continue to roll in. Why doesn’t that stop the emails?

PLEASE REPLY TO THIS QUESTION! Call or send my password to XXX, It’s obvious my initial email wasn’t completely read as there’s no way I’ll be looking at any “great Bargains” or brand names at Kmart. (No crap)

From Kmart:

—– Original Message —–
From: Kmart Help
To: XXX
Sent: Monday, February 16, 2009 11:46 AM
Subject: Re: Unsolicited emails (KMM3157376I15977L0KM)
Dear XXX

Thank you for contacting kmart.com.

We appreciate your recent correspondence. We welcomed the opportunity to email you our many in-store and online specials. (OMG)

We are sorry to hear that you would like to unsubscribe from our marketing list. To stop receiving e-mail promotions from us please visit our site and click on the “My Profile” link located in the top left of the website. You will then need to follow the steps listed below:

1. Enter your e-mail address and password.
2. Click on “My Information” link located on the left.
3. Scroll down and select “I would like to receive special offers, updates and sale alerts.” under “E-mail Specials” located near the bottom of the page. Make sure the checkmark is removed from the box.
4. Save and return to Overview.
Once these steps have been completed your e-mail address will be removed from our mailing list within a few business days. We thank you for your patience. We appreciate your business and again, we sincerely apologize for any inconvenience this situation may have caused you.

Look for great bargains throughout the store and find Kmart exclusive brands like Martha Stewart Everyday, Thalia Sodi, (Thalia who?) Joe Boxer, Route 66 and Jaclyn Smith.

Angie D.
Kmart Customer Care
help@customerservice.kmart.com
1-866-KMART-4U (1-866-562-7848)

Ok, so, if the customer doesn’t get it the first time, send them the same message under another name. And don’t forget to try and sell them….again!

So my friend responds:

Original Message Follows: ————————
 I want a person in a position of authority to call me at XXX (And who might that be?)I have currently been “unsubscribing” to your unsolicited emails for several weeks each time I receive one. In addition, I’ve emailed this address & requested to be removed from your email list a minimum of two times. I have already resolved NEVER to make another purchase from Kmart, Sears or any associated stores.

I will now start a verbal & electronic campaign with everyone I know to boycott your stores. Upon receiving the next email from Kmart I will locate the proper governing body & complain to the government of your harassment. (Now it’s gone global, maybe it’s the wrong country?)

Apparently Kmart is so inept your E system doesn’t automatically delete my email automatically with my request & the personnel either are overworked, incompetent or uninterested.

Go for it XX!

I believe XX is currently alive and well after receiving a call from the President of Kmart who personally unsubscribed XX!

Please feel free to forward this off to anyone having a problem unsubscribing or needs a good laugh!

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One Response to “Please Release Me, Set Me Free!”

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