Sears Complaint - Sears Online Shopping BS
Being pressed for time I decided to check out Sears on-line catalog to see if they had the items I needed in stock.
Pleased I found both items were idea "In Stock" according the website. I placed the orders separate in case one became delayed for some reason I didn't want the other to be held up.
In Stock orders according to the website are delivered in 2-3 days at the local store. Larger In Stock items (appliances etc) up to 7 days. These items were ordered on Sept 16 I expected to see them by Sept 20th and for sure by the 24th.
On the 16 I received an email saying my orders were received and I would be able to track them with in 24 hours.
To my surprise these in-stock items would not be delivered to the Thunder Bay store until the Sept 30 (TV) and Oct 9 (exercise balls).
As I was pressed for time it was not until the weekend that I was able to contact them to find out what the problem was.
The first number I called the one in the email confirmation was for catalog orders only and not on-line orders. After 20 minutes with a person I could barely understand I got the number for on-line inquires.
I explained to the woman I spoke to that I had ordered these items because the website said they were in-stock and that in-stock items would be delivered to the Store in 2-3 days.
She put me on hold to inquire as to the problems. Upon coming back on the phone 5 minutes later, she assured me that both items were indeed in-stock and the delivery dates were correct. I asked how that could be if they were in-stock why so long.
It turns out in-stock does not mean in-stock in their warehouses but in-stock at their distributors. They don't count the time from the distributor to their warehouse as shipping time. I told her I didn't care where in-stock was but if that is what the website says then they should be shipped within 2-3 days.
She disagreed. She then added but of course only on business days. No where does it state that on the website. And even taking that into account it was certainly longer than the time frame suggested plus the non business days, which turn out to be Sunday and Monday at Sears warehouses.
She was rude in the fact that everyone knows shipping doesn't happen on non business days, because everyone knows they only operate 5 days a week, despite the store being open 7 days a week. Again I assured her that if the shipping time excluded non business days it should be stated on the website.
After a few more moments of being insulted by this women because I apparently was to dumb to understand in-stock doesn't mean in-stock and delivery in 2-3 days really means 15-24 days. I told her to cancel the orders. Surprise, surprise - she could only cancel the TV because it was "in-stock" and would have to send an email to the distributor of the exercise balls to cancel them, but she doesn't have outgoing emails so she couldn't send me confirmation that the orders have been canceled, and that there would be no charges should the orders show up.
As the call was ending she said can I help you with anything else...duh, and have a nice day.
That afternoon I purchased the TV from a local competitor and ordered the balls from a company in Toronto, who emailed me that they were being shipped Monday morning.
Sears lost over $900 is sales, and a customer.