Sears Complaint - No Show on Delivery Day after a 1 Month Wait
My husband and I ordered a garden tractor at Sears' website in response to an email ad for garden tractors. We submitted the order, received our confirmation, then the next day received a phone call with the delivery date - one month after the date of the order. We weren't happy about the wait, but Sears has always been reliable for us, so we thought we would stick with the order.
In the meantime, we frequently checked our order status online. There was no indication that anything was wrong with the order, and the delivery date still showed.
Now, a month later, the delivery did not show up. When I called, the delivery people had no record of the order and transferred me to customer service.
Customer service said the order was cancelled the day after we placed it because the product was unavailable - the same day they called to give us our delivery date! No one ever called or emailed us to tell us the order was cancelled, and there is STILL nothing on the website that says the order was cancelled. The order is still there, with nothing about status whatsoever. A simple "Status" comment on the website saying the item was unavailable would have sufficed, although an email or phone call would have been a nice touch at very little cost to Sears. But to make us wait a month and give us no notification whatsoever, not even a status note on the website, is just unprofessional, rude, and TERRIBLE.
My husband and I own and operate an online retail business. If we did this to our customers, we would be out of business! I can't believe this happened to me at Sears! I could believe it at Ebay or Walmart, but not Sears!
Sears has gone downhill!!!!!!!!! I've bought every kind of appliance from Sears for 30 years, and never had this kind of thing happen. An order from Sears has always come with an ironclad guarantee of reliability. But this is just over the top, and I will never buy another thing from Sears! I don't know what is happening, but I hope upper management and the Board of Directors are aware of how many very upset customers Sears is making these days.
Sears, you just lost a 30-year customer.
Company Response on 4/22/2011:
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for what happened with your online tractor order. I know that it must have been very frustrating to not receive the item that you ordered and to not have been updated at any point in the process. In your post you stated that the order had been cancelled but we would still very much like to speak with you regarding this experience and how we have failed you. What you’ve posted here is not acceptable by any Sears’ standards and we would like to investigate this as well as resolve any remaining issues with your order.
My name is Laura with the Sears Cares Escalations team. At your convenience, please contact my office via email at firstname.lastname@example.org so that we may address the concerns you related in a timely manner. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (cbgep) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
If any other viewers of this thread need assistance with a Sears’ related issue we want to hear from you as well. Please do email us at email@example.com with your contact information and a brief description of the situation and we will be happy to assist you.
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