Sears
Sears Online Fails to Deliver - Online Order for Home Delivery

I ordered online, for home delivery the Premier 36 in. Jumbo GearBox on 21 June. I was given the Expected Arrival Date of 9 July.

On 8 July, I was called by Sears 3 times to let me know that delivery would be on 10 July, instead of on the 9th. On the 10th, the driver called me in the morning and said it would be delivered at approximately 0930. He then called me around the estimated delivery time and said that the item was not ready to be loaded, but he had to make another morning delivery and that he would deliver it in the afternoon instead.

At 1600 on the 10th, after not hearing from Sears again regarding the delivery, I called the Sears office that had called me regarding the change in delivery date. After a long wait, I was finally told that my item was not in stock at that location and that they could either re-order for me or cancel my order. I requested that my order be canceled.

Three major issues:

1) The online ordering system was clearly faulty and failed to ensure that my item was on hand for delivery as promised.

2) The customer representatives were quick to call multiple times to reassure me that the item would be delivered, but failed to call me to inform me that it was not available for delivery. The latter is more important.

3) This all adds up to a lousy customer experience. I will not do business with Sears again. I was in the process of upgrading my garage with the "Gladiator" brand materials, but since they are also available at Lowes, there is no need for me to go through this experience again.

I'm now waiting to see how long it takes Sears to credit back to my card the purchase cost.

Company: Sears
Country: USA

  <     >