‘Treated like a thief’: Mum slams overzealous Kmart staff after self-checkout ordeal

Kmart customers were forced to step in and help a fellow shopper after he was confronted by overzealous staff and marched back into the store. It’s sparked outrage about the store’s controversial layout.

A Thornlands mother, who made claims regarding a Redlands Kmart’s alleged “unfair and humiliating treatment” of her son, has ignited a passionate response from locals online, prompting discussions about customer service, store layout, and the treatment of customers at the store.

Mother Claire O’Malley said her son Zac, 19, experienced an ordeal that left him embarrassed, judged, and “overwhelmed with stress and anxiety”, after he purchased items at the store’s self serve kiosk and was not provided a receipt.

“Zac bought around $80 worth of work clothes from Kmart on Wednesday October 25, 2023, and when he was not given a receipt he continued to collect his items and walk out.

“He was at first confronted … at the exit (and) questioned for a receipt, he showed her his bank transaction notification from minutes before (staff) insisted he go back, get his receipt and refused to let him leave,” Ms O’Malley said.

“He found no help from (staff) who tried to take the items from him said he could come back the next day,” she claimed.

Claire and Zac O’Malley have slammed Kmart.

Mr O’Malley said he felt judged based on his appearance as customers began to stare and give him “judgy looks”.

Despite having proof of payment on his mobile phone, Zac struggled for 15 to 20 minutes to resolve the matter with Kmart staff, with witnesses in the store attesting to his innocence, and some even offering to pay for his purchase.

Ms O'Malley said she was disgusted at the treatment her son received and wondered if others had experienced something similar.

“I feel that he was victimised … they were treating him like he was a thief,” Ms O'Malley said.

The matter was resolved when a fellow customer realised she had picked up Mr O'Malley's printed receipt from the checkout.

Kmart’s checkouts in the centre of the shop caused issues for Zac O’Malley. Picture: Brett Hartwig

Mr O’Malley has lodged a formal complaint to Kmart, but is yet to receive a response.

“There was no apology or empathy on the day it happened,” Ms O’Malley said.

Ms O’Malley’s post has so far received more than 200 comments from Redland residents who expressed their upset at Zac’s experience, sharing their own negative encounters.

Redland resident Amanda Michelle said it is Kmart’s “stupid set up” of registers in the middle of the shop and the lack of staff to assist self-service customers.

“It’s funny how you can’t find anyone when you need some help, but if they think you’re stealing they are all around,” Ms Michelle said.

Amber Jean Pfeiffer said she feels for Zac.

“He deserves an apology,” Ms Pfeiffer said.

Ms O’Malley said the community response has been overwhelming.

“The private messages that I have received where people's children have had the same thing happen or have worked and left Kmart due to being treated badly has been eye opening,” Ms O’Malley said.

“There is no notice that you must have a receipt upon exiting, things need to change,” she said.

Kmart has been contacted for comment.