Sears Complaint - Sears customer service horrible
BROOKLINE, NEW HAMPSHIRE -- On Oct 20, 2011 I placed an order for 3 mattress and a box spring online through a customer service representative. I asked to review the order before it was placed because it was obvious I was speaking with a call center in India or someplace else. I was told I would have a chance to review the order before my card was charged. Obviously that didn't happen and I was told I would receive an email with my order. Sure enough when I checked my email one of the items on my order was wrong. I went back online to get my order fixed and it seemed easy enough. The customer service representative deleted the wrong item from my order and reordered the right item which was 20 dollars more expensive. When it came time to pay he said I owed him 180 dollars plus 69 for delivery. My total order was 700 dolars which made it elligible for free shipping. I informed the representative of this fact and he stated "I'm showing 69 for delivery." I tried to explain to him that there is no delivery charge. He said that because for security reasons he couldn't add it to my original order and since it was only 180 dollars it wasn't eligible for free delivery. We went back and forth for awhile and I even asked to speak to a manager. He replied his manager said they couldn't approve free delivery either. I ended up having to cancel the entire order and reorder again myself online. Sears says it takes up to 3 to 5 days for them to issue a refund. Now I'm stuck with 1200 dollars worth of charges on my bank account while I wait for a refund. You would think in this day and age you could remove and add an item to an order or at the very least if you the company messed up you wouldn't try to screw the customer. Judging from the amount of negative info about Sears on the web I don't expect much from them because they obviously don't care much about the consumer.