Sears sucks big time

alpac · #1 12-16-2008, 06:21 PM

2 weeks ago I made an order at Sears on line for a Karaoke machine for one of my friend's kid and asked for it to be delivered at the local Sears store. The next day I was notified by email that the Karaoke machine was ready for pickup at the store. When I went there to pick it up I was told that there was a problem with the computer system and that the first order never went through although my credit card was charged. One of the employee at the store called Sears.com and supposedly canceled the order for me and he said that it would take up to 5 days to get the amount re credited back on my credit card. I was told then to make another order which I did and paid again. Not seeing anything re credited after 10 days I called Sears customer service today and asked about what happened with the cancellation of the first order and to get a status on the second order. The customer service person then told me that the first order was shown as completed and already picked up and they did not know where the other one was.!!! She told me that they could not do anything for me and I had to call the store and deal with a store manager. I called the store and was passed from one person to another for 6 or 7 times, disconnected twice before getting somebody who I spent about 30mns on the phone with. This person probably felt that I was really loosing my patience and getting really upset about this all thing because she eventually stopped arguing and she said she will take care of canceling my first order and she also said she will investigate what happened with the second one. This time she told me though that it takes ups to 12 days to get the amount of the canceled order re credited! I can guaranty that this is my last purchase at Sears. Too bad because I bought some good tools in the past as well my appliances there and they were good quality product.

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B-Line · #2 12-16-2008, 06:52 PM

I also had a bad experience with Sears.

I ordered a 300lb. weight set to be delivered to a local store. When I got to the store to pick it up, it wasn't a new set at all.
- It looked as though it had been sitting in the back of the warehouse for YEARS. The weights were filthy, nothing was boxed or wrapped and they certainly weren't special ordered. The manager told me that they never received a new set and thought the set they had sitting would be fine.

- I told them, nope. Didn't accept delivery and made them order me a new set from the manufacturer.

The did finally replace them with a new set. I do have to give them credit for one thing though. They gave me $50 on the spot when I first went to pick up the weights and I wasn't satisfied.
- They called it an inconvenience gift. (Actually they were really discounting the set of weights but for some reason, they did it as cash.)

So before I picked up the set, before they finalized the charge, they gave me $50 in cash. I asked, what if I cancel? They said, you get to keep the $50. Sorry for the inconvenience.

I did ultimately get the weights from them. But I also did have to drive to Glendale twice with the rig.

LeMansX5 · #3 12-16-2008, 06:52 PM

Sorry to hear. I have also ordered online with local pick-up but no problems so far. The store people are actually very nice to talk in my hood. I had taken a old broken Craftman drill back and they replaced with a newer and better model, no questions asked.

LeMansX5 · #4 12-16-2008, 06:55 PM

Quote:

Originally Posted by B-Line

They gave me $50 on the spot when I first went to pick up the weights and I wasn't satisfied.
- They called it an inconvenience gift. (Actually they were really discounting the set of weights but for some reason, they did it as cash.)

So before I picked up the set, before they finalized the charge, they gave me $50 in cash. I asked, what if I cancel? They said, you get to keep the $50. Sorry for the inconvenience.

Alpac, Did you asked them compensation for your troubles?

trueX5er · #5 12-16-2008, 06:56 PM

I've never been to Sears

Sounds like Best Buy :p

primetime · #6 12-16-2008, 07:13 PM

This is exactly why i never buy from Sears...Sorry about your experience..I'm sure you won't be a returning customer..

blondboinsd · #7 12-16-2008, 07:36 PM

I wouldn't set foot in Sears. It's like Wal-Mart for Home Stuff. Blech!

Perhaps it's time to deal with Target :P

E61Silver · #8 12-16-2008, 08:07 PM

They do have good tools.

Sorry about your trouble.

alpac · #9 12-17-2008, 05:14 PM

I owe you an update on my issue. By chance I got in contact with a Sears executive at the HQ in Chicago via her husband after venting about my problem. This person did not know me neither did her husband before this. As a Sears executive she has probably a tone of things to do much more important than looking at a pretty insignificant issue of a customer somewhere in the middle of North Carolina who has a problem with a little karaoke machine. Nevertheless this person took the time to make some calls and everything got in order for me. Sears's customer service called me this morning to say that everything was taken care of. That is proof that at the Sears's executive level they still take customer satisfaction as a top priority and that is reassuring for a customer like me. My hat off to this person. Consequently I was and will remain a Sears's customer.

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