KMart has itself to blame for its failure.
I stopped shopping there years ago (probably 15 to 20 now) except for the occasional quick trip when I’m traveling and I need just one or two small items and I’ll get them wherever I can at the moment.
What is the current experience of a customer in a KMart store? Here’s my typical experience:
–The stores look dirty. They aren’t kept clean, shopping carts all over the place, litter filling the carts, like store circulars and empty beverage cans. Other sorts of litter all over the place. The mop buckets don’t seem to be actually used, but they’re still left around as customer obstacles.
–Customers cannot walk around the store. They have merchandise sitting on pallets all over the store. Sometimes, it’s like walking through a warehouse. This doesn’t just happen at night, when 24 hour stores often re-stock the shelves. Palleted merchandise blocks the aisles, and it’s piled-up in front of display merchandise. It’s actually a challenge to just walk around the store. One goes down an aisle, only to find the end of that aisle completely blocked. It’s like walking a maze.
–The buildings are decrepit. Lights don’t work. Flickering and buzzing light bulbs. Buckets and other vessels are scattered about the store catching the water leaking from the roofs. Peeling paint, missing floor tiles and broken shelves are the norm in todays KMarts.
–A poor selection of merchandise, often low quality. Other stores offer a choice. KMarts have almost entirely ‘the cheap stuff.’ I find an empty space where I know my brand of shampoo or soap is supposed to be–the shelf tags are there, but not the items. They have men’s undershirts, but all the L and XL are gone.
–Empty shelves all over the place. Together with the piles of merchandise on the floor and the poor selection, this bodes very badly for the stores. Dear KMart: pick up the merchandise from the floor and put it on the shelves.
–Constant announcements made over the public address system. Really, it’s almost non-stop. It’s extremely annoying when one is shopping to hear over and over again “John, call on line 2” or “Manager to the front please” or “checker number 2 needed at the register.” then “John call on line 2” then “price check for hardware” then “John line 2 is still waiting” This bothers me so much that the last time I was in one of their stores, I actually looked. There was not one full minute without someone talking on the PA. Not only is it annoying to listen to it, but it also tells the customers quite clearly that the employees are not doing their job, because they have to be constantly told to get to their assignments over the PA.
–The registers seem abandoned. They might have 12 lines, but only 1 register is open. And if there’s no customer waiting, the checkers leave their post. They go somewhere else and just wait for the PA announcement to get back to the registers.
–Despite all their problems, their prices don’t make shopping there worthwhile. Whatever KMart offers, even if it’s their own brand, can be had for less at WalMart.
Being a customer in a KMart store is an absolutely miserable experience. It’s no wonder that people have stopped shopping there, and they have no one to blame but themselves for the fact that they’re failing.