I am PISSED OFF. Mostly at Sears, partly at myself for ordering from Sears.
On 5/17/2017 I ordered a steel storage rack. Sears had it for a bit cheaper than elsewhere. It was said to arrive on 5/19/2017, I guessed as part of their Shop Your Way MAX free 2-day shipping program.
By 5/22 it hadn’t arrived so I contacted Sears customer support via chat. That’s all you can do, there’s no phone number or email address that I can find.
After they told me that I didn’t order from Sears, and that I should contact the 3rd party seller, even though the product page says Sears is the seller, I decided it was all too much. The item was late, and Sears’ support was aggravating. I didn’t want the product anymore so I requested cancellation. They said I’d receive email confirmation within 48 hours.
There was no email confirmation of the cancellation.
Since the item would delayed further, I decided to go in a different direction and the item was definitely no longer needed or wanted.
2 days later, I received a phone call telling me that the order was still on the way, and that I could refuse it or return it after it arrived.
It was left at the doorstep in the rain, when I was out, so I couldn’t refuse it.
On 5/25, the day it arrived, I chatted with Sears and requested a return label and UPS pickup, since the item is too large and heavy to fit in my car.
I requested that it be expedited, and they assured me it would be.
On 5/30, I inquired again. 5 days and no return label or pickup appointment? They said it was still being worked on and that I needed to wait 48 business hours.
Oh, and they offered me a 10% credit since I’m a “valued member.” I declined. What do I need Sears credit for?
It’s 6/1, 48 hours after that check-in, and a full WEEK after making the return and pickup request. Nothing.
I know there was a holiday weekend in the middle of all that. But that still leaves 4 business days.
So at this point, I filed a credit card dispute, and emailed the chain of events to a general Sears email address I was given when they called to say the cancellation request wouldn’t be honored.
Update: The email address returns an error message, Whoops! You replied to an unmonitored email address, and tells me to contact them via chat.
Sears’ Lampert keeps emphasizing a member-centric business plan, but they’re failing horribly at it.
What possessed me to try ordering from Sears again?! All I know is that I won’t make this mistake again anytime soon. Ha, I thought I was taking a small risk of inconvenience to save some money. Instead all I’ve done is allow Sears to give me a huge headache that won’t go away.
What a lousy experience.
I could be more accommodating, but I don’t want to, nor should I have to. I want this large and 100+ pound box gone, and my money back.
On the other hand, the item was shipped direct from the manufacturer, which likely explains the shipping delay, and doesn’t appear to be too damaged, aside from being left out in the rain with some holes in the box.
Aside from being nearly a week late, compared to the ETA given when I placed the order, the transaction wasn’t all that bad.
It’s Sears’ customer service, and their complete lack of ability to do anything – and this has happened before – that led to all this frustration.
They couldn’t cancel or recall an order after it was shipped out. I can understand that. But telling me that I should contact a 3rd party when Sears was the seller? And then not being able to get me a shipping label or schedule a UPS pickup? I get it that they couldn’t do it same-day when I inquired, but a week later and nothing?!
Sears keeps trying to be Amazon, but they’re failing horribly at it.
If I had ordered from Amazon, the item would have been gone 6 days ago and I’d have my money back by now. Or it would have arrived when they said it would.