On October 28th, I ordered a Potty on the Go and liners for my daughter. I received a confirmation email with an estimated shipping date of November 1. On November 4th, since it didn't ship and my status kept showing as processing on the website, I emailed customer service. They said something to the effect that it had to be traced and would take an additional 7-10 business days. I thought it was ridiculous that they couldn't even tell me the status, so I emailed back asking if it could be cancelled. I received a reply that it was too late.
On November 8th, at a little after 9:00 A.M., I called the National Service Center number to see if by calling I could find out more information. I am going on vacation shortly and I never would have ordered this potty from Sears knowing it would take so long because I need to take it with me. I spoke to a CSR named Jim, who looked up my order and said it looked like I asked for it to be cancelled. I said I did, but they told me it was too late. He didn't know what was going on, so he connected me to his manager Justin.
Justin also said that it looked like I cancelled it, and again I told him that they told me it was too late, but he said that maybe they thought it already shipped out and that it was probably cancelled and that's why it wasn't shipping. I told him that probably isn't good enough because if it's cancelled, I need to order it somewhere else. He said yes, it's cancelled. I asked if it was definitely cancelled and he said yes. I asked if I would receive a credit on my credit card, and he said yes, within 5-7 business days.
Based on what he told me, I went to another website and ordered the same item. Imagine my surprise when I received a shipping notification later that same day saying the item was shipped from Sears!
On November 9th, at 8:58 A.M. I called again to find out why this was shipped after Justin told me it was cancelled. I spoke to Sharon. She basically called me a liar because she kept saying that she knows Justin and that he wouldn't say that. She said he made a notation telling me to refuse shipment, which is not true. I asked her if Sears records the conversations and she said some of them. I told her that she better go see if my conversation with Justin was recorded so she could see for herself what he told me. I am shocked and offended that this is the way Sears treats their customers, by calling them liars! I told why would I lie and that I ordered the potty from another company only after he told me it was cancelled and that I could send her a copy of that order and she said she didn't care. Nice. I asked to speak to her supervisor.
I spoke to Ruth, who said that once the order is placed, it's too late to cancel. I asked why Justin then told me it was cancelled and she didn't know. All she kept doing was repeating what the website said, and that yes, I could refuse the item but I would still have to pay the $6.25 to have it shipped to me. I asked to speak to her supervisor, but she said nobody was there, but someone would call me back. So far no one has.
All I want if for my credit card to be credited for the FULL amount including shipping and for a return shipping label for the potty if I am not home to refuse shipment. I do not think it's fair that I should have to pay for shipping to me. If Justin did not tell me that my order was cancelled, and they were waiting to hear back from the vendors, I would have waited for my order. Because he told me it was cancelled, I ordered it somewhere else, and that one has already been shipped to me as well. I certainly don't need 2 of them.
I think the way I was treated during this transaction was a disgrace. I cannot believe that I was basically called a liar! If Sears doesn't believe their customers, then they should record ALL phone conversations like other companies do to avoid this situation. I worked in customer service in a bank for 20 years, and if I ever even implied that a customer a liar, I would be fired. We worked with our customers, which is how good customer service should be. What was the point of my speaking to a manager if he is going to give me the wrong information? I can't believe that Sears, knowing the circumstances of what happened, will not make an exception and refund the shipping to me. I guess Sears thinks that it is worth $6.25 to lose a customer, plus many more customers when they hear how I was treated. I have ordered merchandise online for many, many years, and this was the worst transaction I have ever had and I will be disputing this with my credit card company.
Mary
Brooklyn, New York
U.S.A.
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