How can customers find stores, hours and in-store services?
This article provides agents with detailed guidance on helping customers locate Kmart stores, check opening hours, learn about special in-store services such as low-sensory shopping and layby, and report abandoned trolleys.
Overview
Kmart operates physical stores across Australia and provides several in-store services: Click & Collect, low-sensory shopping periods, layby (where available), and assistance with returns. Customers can use the store locator on kmart.com.au to find store addresses, contact numbers and opening hours.
Finding a Store and Checking Hours
- Store Locator: Use the 'Stores' page on kmart.com.au or the Kmart app to search by suburb or postcode.
- Store Details: Each store listing includes address, phone number, trading hours and available services (Click & Collect, low-sensory sessions, etc.).
- Contacting Stores: Provide the customer with the store phone number for immediate queries about stock, events or services.
Low-Sensory Shopping and Periods
Kmart offers low-sensory shopping periods to make in-store shopping more comfortable for customers with sensory sensitivities. These sessions may reduce lighting, lower music levels and adjust in-store announcements. Not all stores run regular low-sensory periods — check individual store pages for scheduled sessions and contact details.
Layby Services
- Availability: Layby may be offered at select stores. Check the store page or ask the store directly.
- Terms: Layby terms (deposit, payment schedule, cancellation fees) vary by store and must be explained clearly to customers.
Reporting an Abandoned Trolley
- Collect Location Details: Ask the customer the exact location (store address, car park, street) and describe the trolley.
- Notify Store: Forward details to the local store manager or facilities team to arrange collection. If urgent, advise the customer to contact the store directly via phone.
Step-by-Step Assistance for Agents
- Identify Needs: Ask the customer whether they need store location, hours, accessibility info, or specific in-store service details (e.g., low-sensory periods or layby).
- Use the Store Locator: Pull up the store page and confirm hours and services. Provide phone number and address as needed.
- Accommodations: For accessibility or special assistance, advise customers to call the store in advance so staff can prepare assistance where possible.
- Escalate if Necessary: If a store is unresponsive regarding an urgent in-store issue (safety concern, abandoned trolley leaking fluids), escalate to regional operations immediately.
Important Notes / Warnings
⚠️ Warning: Low-sensory periods and layby availability are not universal — confirm with each store before promising the service to a customer.
💡 Tip: Keep a bookmarked list of high-traffic stores and contacts for quick reference during peak periods.
Frequently Asked Questions
Q: Do all Kmart stores have low-sensory shopping?
A: No. Only participating stores host low-sensory periods. Check the store’s page or contact the store for scheduled sessions.
Q: How do I know if layby is available?
A: Verify on the store locator page or call the store directly. Layby terms are set by each store and must be provided by store staff.
Related Information
Use this article to quickly provide customers with accurate store information and to coordinate in-store services. When in doubt about availability, contact the store directly and follow escalation channels for urgent issues.