On May 20... I ordered a refridgerator shelf. 20 Minutes later I found I had one from the outdoor fridge and called to cancel. It is against company policy to cancel orders once processed. Mind you, this was on a Sunday. They charged my account on May 22 - with a phone number that is no longer in service. So today I call them, and when I ask to talk to a manager I either get put on hold or get hung up on. Last call I held for 35 minutes, (cell phone records) and got hung up on. The following is a live chat call...
Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding. Hi, my name is Chambers, and it is my pleasure to assist you today. May I have your name? You: Chambers: Good Evening! How may I assist you today? You: I have a serious complaint about your service... And this is just my first step. Chambers: I understand that you are looking to give your feedback regarding our service, may I know the problem you have faced from our service. You: On May 20, I ordered a refridgerator shelf. Then 20 minutes later, we realized our outdoor fridge had the same shelf and I called to cancel the order. I was told I could not cancel. Now, three weeks later they tell me it was back ordered. Still... They will not cancel. He did however give me back the shipping cost but told me it would be ANOTHER week before it got here. You: I asked him directly if the order had shipped, he said it had. It is the now the 8th... You: This part will be sent directly back... They were informed this on May 20. You: I called the first time, complained and was put on hold for 20 minutes. My husband called while I was on hold on a different line, and while I was still on hold, the other guy dealt with this. On hold for 35 minutes before hanging upChambers: I understand that you ordered for a part and wanted to cancel the order and you were not able to cancel the order and the parts direct order team did not helped you with your order. You: Yesyou: and very poor customer serviceyou: I did ask to talk with a manager before being put on hold by the way. Chambers: I understand how frustrating that situation for you. You: ok? Chambers: May I have the order number please? You: I do not have an order number, my phone number is Chambers: Thank you for the information, Let me try to locate your order with the other option. Chambers: May I have the name on the account and the billing address along with the email address that was used to place the order? You: No email to indicate there was a back order eitheryou: looking at your returns and cancellation policy, it does indicate all refunds will be issued in the same form as the original method of payment. If an order was made and cancelled on a Sunday, how can that be unapplicable? Chambers: Thank you for the information. Chambers: Just to confirm, did you placed the order on our searspartsdirect.com? You: I do not know, called the 1-800 numberChambers: Thank you. You: by the way, the bank issues a phone number of the company when it debits your account... That number is no longer available to callChambers: I asked that because I am unable to pull up your order as we are the sears.com, let me see what best I can do for you today. You: you may try my cell phone number, as I am not sure if that is what i gave them Chambers: Okay, I appreciate your patience and help to locate the order. Chambers: Thank you for your patience. Chambers: I will transfer this chat to our parts direct order team they will help you with the order. Please wait while I transfer the chat to the appropriate group. You are now chatting with Gregory. How may I help you? Gregory: Thank you for choosing Sears PartsDirect. My name is Gregory. How may I assist you today? You: I think Gregory, that I am getting the run around. I need to redirect this to someone in chargeYou: Nothing has been answered and I do not want to get into this for the 4th timeGregory: Just a moment please, while I read the above transaction with Chambers. Gregory: Thank you for the pasting that information. Gregory: Well, we are in the sales department, let me provide you to our specialized customer representatives who will check and help you with this issue. Gregory: You can reach them at 800-366-7278, they are available M-F 7AM-9PM CST/Sat 8AM-8PM CST/Sun 9AM-7PM CST. Gregory: I'm sure they will help you this time. Gregory: Thank you for chatting with me; it was my pleasure to assist you. Thank you for choosing Sears Parts Directs today; we appreciate your business. Good bye! We welcome your feedback: please click here to complete our Exit Survey.
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