Sears Is Competing Against Comcast For The Idiocy Award

Posted by At Your Service on 2012-12-08:

Hopefully you're not talking about a very large purchase. I've never trusted a mail-order process to that of going to a store. Many of the complaints showing up these days have to do with purchasing something via mail -- way too much of a hassle and risk to make it worthwhile.

Thank you so much for posting.

Posted by Alain on 2012-12-08:

I've been seeing a lot of Sears complaints lately. I haven't used them for online orders in a long while and given what I've been seeing, I think I'll take your advice (and others) and just avoid purchasing too much from them. The exception would be their automotive center here. They've always been pretty good for my tire purchases.

Posted by SearsCare on 2012-12-09:

Marielajm, I saw your post here and I want to apologize on behalf of Sears for the difficulties that have occurred with your online order. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. My name is Dianne and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration.
At your convenience please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (marielajm) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Dianne D.
Social Media Moderator
Sears Social Media Support

Posted by marielajm on 2012-12-12:

Thank you, to all of you who have sympathized with me for this situation. To Diane from Sears... save your hypocritical apologies.
Sears has one the worse customer and shipping services I have ever since after Comcast. On Nov 26 I order online what were supposed to be the Christmas presents for my family. After 11 days, and a confirmation email indicating that they would be delivered on Dec 5, I have not received anything, but a message from Sears indicating that the items were going to be returned to the warehouse because of problems with my address. Ironically, the email they sent me shows my correct address. Although Sears have not admitted that they committed a printing error in the shipping label, I was able to confirm with UPS, who notified the address provided by Sears, which by the way, does not exist in the city I live. In the course of 2 days, I have called Sears dozens of times because its customer service number keeps on dropping calls, and I have spoken with 7 customer service reps, including 4 supervisors. All have given me different versions on my situation, including conflicting statements between our conversations and the notes they are entering in the system, which is unethical. One manager I spoke with yesterday told me that best she could do was to give me a 10% off of my next purchased, because the items were going to be process as a returned, and I had to replace the order. However, a rep today, told me that based on this manager’s notes, my items were going to be delivered to my address today. Of course I have not received anything. I have asked Sears to re-print a correct label and re-ship my items, because per UPS records the box was already delivered back to Sears, and they refuse. I requested to cancel my order so new items will be replace, and they refuse. Instead, they will return my items back in stock as a returned that they caused themselves not me, and told me that my money would be reimbursed in 7 days, and I will have to replace the order again. By the time I finish, 30 days would have passed, while I am unable to finish Christmas shopping because I am traveling within the next few days with my hands empty. I have never had such an awful experience while purchasing online. Sears services are unethical, unsound and deplorable, and it is a company unworthy of its clients’ money. I am disappointed and angry beyond believe, and of course, I will never spend one more penny in Sears ever again.

Today, December 12/12 I just called the customer service line and spoke with Mike who informed me that the box with the 8 items I purchased is under shipping status, and although in the last call I made on Saturday I was told by several people that the box was going to be returned yesterday Tuesday, according to Mike, this has not happened. Sears continue to mess up and mess up and mess up over an over again. It is a complete failure. Now I am demanding a phone call to see what is the status of my money. I was told on Saturday that by yesterday the money would be reimbursed, and that has not happened. Sears continues to provide conflicting information, which is unethical. Just fix the problem, by either delivering my items immediately via expedite shipment, or giving me my money back immediately. You moved fast since November 26 when I placed the order to deduct the money from my account; I am sure you can move at the same speed to make things right. Stop your unsound practices. Christmas is closer and you have screwed up my Christmas travel and family presents!!!!!