I have shopped at Sears stores for ages. Have shopped at Sears.com online for a while. While they have had maintained exception service compared to other for a long time, the company has taken a downhill approach to service and customer support. The whole system seem to be in a mess with no sign of things getting better.
After having some recent issue especially during holidays, I started noticing the customer service to be not as good as it used to be.
Around new year, I ordered a gift for a bridal shower for a family member on sears.com. The item was guaranteed to be delivered between a assigned date range. However, 4 days before the event, I called up and there weren't not able to find the status of the item and put a trace on it. The next day, they admitted that they are having issue and item maynot be shipped out and no estimate. They offered if I could cancel. So I did cancel the order and send the bride a gift card instead. My credit card was supposed to be credited back the amount.
However after 8 days, I get and email the Item was shipped! I called up and only to find out that they were apologizing for the mistake. Guess what, they were still holding the credit card charges and refused to refund it. They said it will be returned after the item is picked. But the item was shipped to the brides address. One can only imaging the embarrassment I was being put thru. Calling the bride and explaining that she need to receive the item when it arrives and then be available for pickup of the item. She work 2 jobs. She gladly agreed and provided a Cell number.
So here goes, Sears saying they will pickup the item in 1 week. Nothing happens, no one comes, I call again and this time they guarantee pickup in 3 days. Not even an attempt to call. Called again and asked them when they are charging my credit card for their mistakes and inspite of our co-operation they are still not doing their job. They said, they would pick it up in 24 hours and at the same time refund the charges.
3 days later. Still nothing, called and spoke to supervisor and manager, both of who admitted to the mistakes and admitted Sears fault in the whole process. However, she said she would loose her job if she refunded my Credit card with having the item back and offered me a small gift card for inconvenience. I refused it and said, I rather have my money back.
Bottom line — My commitment what so ever in this transaction was closed when the order was canceled. The Sears is using my Credit card to fulfill and cover damages for their own mistake. Further, even while I and the gift recipient are trying to help get the item back, sears is not doing what it promised to.
Over a major rip-off with hours on phone trying to resolve the issue and a ton of embarrassment for putting the bride unwanted junk process. And probably in bride's view caused by me. Wedding in less in 2 weeks and I have show my face there.
Thanks SEARS. You finally earned a reputation long shunned.
To top it all, I have recorded telephone conversation with the SEARS customer service, admitting to their mistake and also admitting that my order was closed while ago before this mess.
=
My suggestion to all sears.com shoppers - PLEASE DO NOT ORDER ANYTHING FROM SEARS.com AS A GIFT TO SOMEONE.
=
For one own personal needs, shopping at sears.com, I hope, they are still the same as before. Altho I have had late delivery lately ("feels" like being shipped from China.)
0 comments