Sears Complaint - Complete Waste of Time and Gas
I seriously never shop at Sears and of course the month they I became interested in their store, I lost interest within 2 weeks. In this economy I am SHOCKED that people are running business like Sears is. They're customer service sucks....they'll come on some are decent, some are rude and they'll tell you the typed out robotic response they think will make you happy....but what they haven't caught on is that a action makes customers happy...not talk.
That being said. I went online found this sweet sleeping for like $20 in orange and wanted it for my trip that I was to be leaving for in like two weeks from the order date. I used their find it in store feature and it said it was available in my local store. I was stoked. Since I had a smarts and common sense to go with it I called the store to check their stock and make sure they did in fact have the item. Even though I called the stores' direct number the call went somewhere like a call center. The individual told me that the item was in stock at the store. I headed over to pick up the sleeping bag. to my surprise they didn't have it; they had it in blue; not the orange that their website and representative confirm them having in their store.
The representative called their other store (who according to their stock records definitely had the sleeping bag in the orange), well they didn't have it! no way. the representative said he would order it for me on their store computer and waive the shipping...ok; points for that. he said it should be the right color because it says it's orange on here...i said okay. we placed the order. despite my nervousness about the item arriving on time (they didn't ship the item for like 4 business days); it arrived. I was excited; I opened the box expecting a nice orange colored sleeping bag and it was BLUE....yes BLUE sleeping bag. I'm sitting here thinking how could they have made a not so awesome situation better? A) contacted me when they went to complete the order letting me know the item I wanted was no longer available in the color I selected. That would have resulted in a milder level of annoyance; but no they go ahead and ship the item to me as if I wouldn't know the difference between orange and BLUE. I then call their CS number on the receipt and this representative I got really put salt in the wound. it was speaking to one of those automated voice activated systems...Machine: "please speak the color of sleeping bag you would like to order" Me: orange Machine: I heard you say BLUE is that correct...it was annoying and she was real live person.
She tells me they can reorder the sleeping bag in orange and waive the shipping (well duh; you think I'm going to pay for your mistake) but then she can't guarantee it will get here in time for my trip...that's in like 4 days...then she tells me I show that the item is in stock at your local store....after I had explained ALL of the above information to her...I then asked her to transfer me to her supervisor (not to get her in trouble, but to speak with someone who would dedicate their listening skills to me for like 5 minutes). she drops the call...like I don't know that game. I call back and the second person I speak with was slightly decent, I finally got a supervisor who was a JOKE. He tells me he can re-order the sleeping bag for me but can not guarantee the item will arrive in time for my trip. Take notes Sears: excellent customer service would be sending the item to the customer with expedited shipping at no charge to the customer; going the extra mile to make sure the customer had her item in the right color. Because at this point I have to drive to the Sears store which is a waste of my time and gas money to return a product that SEARS failed to fulfill correctly. I mean seriously! I told them forget it I will spend the money at another store, return this one and never shop at Sears again...I wanted to be like have you ever shopped at a store that offers AMAZING customer service? let me name one for example NORDSTROM. when they get their customers they don't lose them due to poor customers service, maybe the price but I don't think poor customer service....I don't work at NORDSTROM, I just LOVE their customer service!
Company Response on 3/31/2011:
My name is Susan and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you were having getting your sleeping bag in the correct color (Coleman Sunset Fall 4.5lb Sleeping bag). I can definitely understand the frustration you must be feeling over this situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send us an email to our office at email@example.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (147360) for reference to your issue and we do look forward to talking to you soon.
Sears Cares Team