This is a long one so get a cup of coffee ready.
I decided to order a laptop around Thanksgiving due to sears.com having no interest till 2010 on all electronics purchases plastered all over their website. So off I went with my Sears card (owned by citibank) to get that and my daughter an MP3 player. The day after Thanksgiving their website went down around 5am and never came back up totally all day into the next. When I was finally able to place an order I was told I would be compensated due to their having so many issues and to give them a few days to process the order before calling back. From this point I wrote down everything as this turned into a fiasco.
11/24/07 Order placed was told to call back about no interest and compensation as couldnt place order for entire day before.
11/26/07 Delayed email received stating that order was placed and was processing
11/27/07 Called asking about order and was told it had shipped and would arrive by Friday the 30th.
11/29/07 Told again it had shipped.
11/29/07 Invoice arrives via email stating laptop purchase date of 03 march replied asking for the date to be fixed.
12/04/07 Order re-dated on sears.com website order status to 12-4-07 still states arriving in 5 days on order status
12/05/07 2nd part of order arrives same day as tracking order arrives. Waited at home so it wouldnt be left outside on porch where everyone could see it.
12/09/07 Called about laptop, told it was a manufacturer order, but would receive an email or call when laptop shipped and should be here by next week.
12/14/07 Called and told it was backordered now, order still states arriving in 5 days. Eric (supervisor) Offered alternative laptop with slightly better specs for same price and expedited shipping so I would receive before Christmas. Received confirmation number even after I told him there wasnt enough on my sears card to cover another purchase and told it would be no problem and was taken care of.
12/14/07 8:14pm 20 minutes after I hung up received an email stating my order was cancelled due to sears card limit being full. Immediately called back and was transferred to a supervisor. After 30 minutes their end dropped the call. Called back got supervisor who offered same deal but stated that sears card could take up to 72 hours for refund to process and amount from order cancellation to be on it. But I would receive the same expedited shipping and price I was offered once it went through. When I asked to talk to her supervisor was transferred to a voicemail of a Mr. Donald (Ronald) Bennett and was told he would call me back Saturday (December 15th) or Monday (December 17th).
12/17/07 7:31pm - No call back from manager. Sears card still not credited back. Order not showing as cancelled.
12/17/07 8:08pm called again to see what was going on. 8:20 Customer service representative states that it can take 3-5 business days to credit. Asked to speak to supervisor and told it may be middle of week before credit would be issued. Note made on account that I called.
12/19/07 5:56pm when called was told that order is stuck, changed to high priority #10 and if feasible to send a comparable or better laptop to customer.
12/26/07 Statement from sears card still shows amount charged plus interest now. Credit available $37.00 down from $72.00 I had the day before.
12/27/07 4:16pm Order still in limbo, no refund, no credit, no laptop. Called to get answers. 4:34pm hung up on before getting CSR. Called back and asked for supervisor. Rose (supervisor) stated order was cancelled on 14th, 18th and 27th. Told middle of first week of January, trying to cancel it again and stated would receive 10% off order plus free shipping of my choice.
1/3/08 8:06pm called. 8:09 hung up on, called back and got CSR Jaquiline. Now being told by her that every call starts the timer over again and now not letting it have time to clear system. Asked to speak to supervisor. Got Supervisor Eric who was very apologetic and said he would make sure this was taken care of and maybe I should call and dispute the charge with my credit card company.
1/3/08 8:36pm called sears card and filed a dispute. Told by representative that I would receive an instant credit and they would bill sears for the item since I never received it. Would take a few days for conditional credit to arrive in account and that no interest or charges would be added to account.
1/10/08 Called to ask about dispute and told that no in fact I wouldnt receive a refund until the refund arrived from sears.com to or at least until sears replied to the complaint. When I asked what I could do to expedite the matter was told to complain to sears.com or given national sears customer service number.
1/10/08 5:43pm called National Customer Relations for Sears. Given complaint number and was told that all they can do is listen to the complaint but I would have to contact sears.com to get anything done. When they tried to transfer me to sears.com customer service to get a supervisor was told by supervisor Jessica that their systems down, they couldnt do anything and couldnt call me back to call back in a couple hours.
1/22/08 10:15pm Order still shows as processing, and Standard shipping: arriving in 5 days
During this whole ordeal Ive made periodic dated printouts of the order when I could get through to the sears.com website. It appears to go down a few times a day and night for Site Improvements. Funny that they can send out a cancellation in 20 minutes when the money isnt there, and can send me 3-5 emails a week advertising their sales and specials, but they cant manage to cancel or delete an order. The laptop model was no longer available from their website the middle of December and have had 3-4 CSRs and supervisors state that. I have had several different dates when the laptop was supposed to arrive but hasnt and I waited around for the delivery truck to arrive on those dates.
John
Nashville, Michigan
U.S.A.
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