One more reason to stop ordering from Sears...

[Stuey]

I ordered a metal pegboard 2-sheet kit from Sears. Paid ~11 for shipping. It arrived damaged due to insufficient packaging.

I check the documentation - I have to pay return shipping, they don't refund for shipping, and I have to place a new order if I want a replacement, forcing me to pay for shipping again.

I dropped them an email asking for a prepaid shipping label and to process an exchange. Will see what they say.

grrr....

 

[jay50]

I ordered a metal pegboard 2-sheet kit from Sears. Paid ~11 for shipping. It arrived damaged due to insufficient packaging.

I check the documentation - I have to pay return shipping, they don't refund for shipping, and I have to place a new order if I want a replacement, forcing me to pay for shipping again.

I dropped them an email asking for a prepaid shipping label and to process an exchange. Will see what they say.

grrr....

, You could have just gone to local Lowes or HD and pick it up yourself.

 

[Stuey]

, You could have just gone to local Lowes or HD and pick it up yourself.

No local stores carry this item.

I didn't want to wait for an email response, so I'm chatting with them now.

 

[jrodc455]

Sears started a new thing this year where stores get .com orders and ship them out. And they don't provide anything to the employees to package the stuff other than boxes and packing peanuts. It blows to say the least.

 

[Stuey]

That's not what happened here, this is a catalog-only item.

I ordered one a few months ago and the package was shipped in a secondary box. This one was only in the manufacturer-supplied box. It was taped tight, but no protection aside from the thin cardboard.

Corner is completely bashed in, making the panel unmountable. There's a "do not drop" sticker, but it must have been blatantly ignored.

 

[SnowBlaZeR2]

I ordered a metal pegboard 2-sheet kit from Sears. Paid ~11 for shipping. It arrived damaged due to insufficient packaging.

I check the documentation - I have to pay return shipping, they don't refund for shipping, and I have to place a new order if I want a replacement, forcing me to pay for shipping again.

I dropped them an email asking for a prepaid shipping label and to process an exchange. Will see what they say.

grrr....

Your Sears doesn't carry this in store? I'm sure I've seen metal pegboard in mine, though I can't be sure it's the same as what you bought.

*edit*
Gotcha.

 

[Skin]

not to be a stickler but when you saw the damage to the box your best course of action would of been to hand it right back to the delivery man.

 

[nissan_crawler]

not to be a stickler but when you saw the damage to the box your best course of action would of been to hand it right back to the delivery man.

A. 98% of the time it's left at the door.

B. 99% of the time, I would have to hand my package back to the delivery man, with those rules.

I did jump back about 3' and scream at mine as he dropped 2000 rounds of 7.62x39 ammo onto my concrete step from a height of 2'. Yes, I realize the small chance of something happening, but good grief. The box was quite clearly labeled as to the contents.

 

[Skin]

left at the door is fine, you can take it to any UPS store. The one caveat to the process is that you dont open it and UPS/Fedex will send it right back to the seller.

Similarly if your delivery guy is there you can open it in front of them and check for damage. If it is damaged they will take it back.

Boxes do get damaged a lot, but in his case he knew it was the product box and that it contained flimsy sheets of steel. Not saying he did anything wrong, just saying what i'd have done.

 

[Stuey]

The package was left at the door, and the damage to the outside of the box was not too obvious. I opened it and only after I saw the crushed metal corner did I see the slight damage to the box.


Uch, the chat left me with such a headache. After a lot of delays, I wasn't satisfied at all with their response.

UPS pick-up instead of a pre-paid label, and they want to refund the item and have me reorder it. I ordered it with a $5 off $50 coupon with another item, and with a gift card when it was on sale, so this option would have lost me quite a bit of savings.

After pushing, I was told that they could put a note requesting a replacement instead of a refund, but there's no guarantee. Since the item was paid for on a gift card, of Sears decides to offer a refund instead of sending a replacement (in accordance with their written policy), I'll lose money on the original shipping and will have to order the item not on sale and without coupon, and will have to pay shipping again. In other words, I'm out less money just keeping the defective item and waiting for another sale or perhaps a free shipping coupon before I order it again.

Lesson learned: If it's not sold in-store, and isn't an extremely solid item, don't buy it from Sears, and certainly not with a gift card.

Now I'm worried - I have more pegboard and an Akro-mils steel cabinet on the way.

 

[gatewaysysop]

Sears is the absolute worst at packing their items securely. I have literally gotten boxes full of wrenches and sockets just floating around in some peanuts. Naturally they all go to the bottom and just bounce around, trying to get out of the cheap boxes they use. I'm surprised that I never lost anything that way.

As I've said numerous times lately, I refuse to buy anything from Sears.com anymore.

 

[TN_GARAGE]

I hope you get it figured out. Really stinks to spend good money on something and then not be completely satisfied.

Does Sears offer "ship to the store"?

I've done their "click n pick" stuff and really liked that (buy online and pick it up at local store)

 

[Stuey]

I hope you get it figured out. Really stinks to spend good money on something and then not be completely satisfied.

Does Sears offer "ship to the store"?

I've done their "click n pick" stuff and really liked that (buy online and pick it up at local store)

Not for this item, otherwise I would have done that to save on the shipping fees.

 

[a390st]

They shipped me some wrenches a couple of years ago that were hanging out of the box when they arrived. I was sort of shocked they didn't get stolen. Their shipping is notoriously terrible.

 

[AlbertaGuy]

This is all quite disturbing as today I am awaiting a phone call from Sears to tell me that my 2 piece roller cabinet has arrived and is ready for pick up. When I head down I will be checking the packaging verrrrrrry closely.

 

[crewchief888]

from what ive seen sears dont really care.

a few years ago, i bought a floor display top box from my local sears. after waiting for 30 minutes @ customer pickup, the box was finally brought out to me on a hand truck.
the bonehead promptly dropped the box off the sidewalk down to street level. dinged the corner up pretty bad and scratched the front when it fell face down, and slip on the pavement a foot or so.

i went back in, and left him there with the instructions of dont move that box. i found the manager, and took her outside to see the damage. after going back and forth for a few minutes, and me refusing to take the box, after it had been further damaged.

i ended up with a brand new box for the clearance price.

 

[Teken]

Sears?? I wish we actually had a REAL Sears !!! Because we have a so called Sears in this Country, Sears USA will not ship to Canada.

Yet they will be more than happy to ship something to Afgan, Iraq, or some other third world place which more than likely the payment will bounce!

Sears USA . . . Could you please give your head a shake and, either stock the same fracking tools and parts as you do in the USA, in Canada.

Or, ship the ******** thing to us . . .

Simple . . .

I hate Sears . . .

 

[Stuey]

Teken, Sears.com does ship to Canada these days, although I'm not sure if they change prices or whatnot.

I also received a Channellock 8" wrench in a yellow bubble mailer, with opposite corners taped off. I don't know if Sears taped the corners, or if UPS did that when the seams ripped.

 

[Ign]

Uch, the chat left me with such a headache. After a lot of delays, I wasn't satisfied at all with their response.

UPS pick-up instead of a pre-paid label, and they want to refund the item and have me reorder it. I ordered it with a $5 off $50 coupon with another item, and with a gift card when it was on sale, so this option would have lost me quite a bit of savings.

I've had the exact same problem before. They just want you to re-order. I tried explaining I had used a coupon, or I bought it during Club sale dates (back when the Club was worth something), and so how do I recover those savings? They just stutter and stammer, but don't have any solution.

 

[Stuey]

Received an email - they want to arrange for UPS pickup again, and agreed to waive the shipping fee if I reorder.

I don't have time to meet with UPS-pickup, and reordering with waived shipping will still result in a loss since the item is no longer on sale, and I won't be reinbursed for the original shipping. Plus I used a coupon on the order, which I can't use now that the order total is less than $50.

Overall, this is a huge disappointment. I also don't like how they keep saying UPS damaged the item. What did they expect when it's shipped unprotected!!

 

[filtered]

Just remember the phrase "let me speak to your manager/supervisor" Keep saying it until you find someone that will help you. The lower level people can't do anything for you other than read directions off a computer screen. Move up the food chain till you are satisfied.

Don't waste your time on these lower level people. If they refuse ask for their full name, so you know who to get in trouble when you finally get a hold of a higher up person.

 

[Theloniousmonk]

I don't even waste my time w/ our store manager or his assistance anymore... ALL are unmotivated or impartial to listening to teh customer... I think it's actually easier to tie up the hourly employee and get what you need/want...

 

[Ign]

Just remember the phrase "let me speak to your manager/supervisor" Keep saying it until you find someone that will help you. The lower level people can't do anything for you other than read directions off a computer screen. Move up the food chain till you are satisfied.

You'd think so................but even the "managers" at Sears.com can't do much. IF they do say they'll do something, like waive shipping, the chance of it happening is slim. And when the wrong charge shows up on your cc, you get to call all over again and go thru the whole spiel, once again working your way to the top.

In the end it's not worth all the time on the phone, and babysitting your cc bill. As Stuey and I know, speaking w Sears customer svc is literally exhausting.

It's like explaining algebra to a monkey: they look at you like they get it, but they just throw **** at ya.

Stuey, complaints like this have been going on for years. I hope you put something on toolguyd about your experience.

 

[gatewaysysop]

Just remember the phrase "let me speak to your manager/supervisor" Keep saying it until you find someone that will help you. The lower level people can't do anything for you other than read directions off a computer screen. Move up the food chain till you are satisfied.

Don't waste your time on these lower level people. If they refuse ask for their full name, so you know who to get in trouble when you finally get a hold of a higher up person.

Have you actually tried this with Sears support before? Recently?

Seriously, I got transferred to the wrong kind of supervisor tons of times (need a so-called case manager, not a supervisor, apparently). Even when I got the right one, it was just another idiot. The last "case manager" I spoke with about not being called back by the previous case manager, she was stuffing her face with food the whole time, I could hear it.

Conversation goes like this:

Her: Hi, I understand from speaking with the person who transferred you that you have a problem with your order?
Me: Uhm..no, I'm calling because the supervisor I spoke with before never called me back like he said he would.
Her: Oh, okay so what's the problem, exactly? (chomping on food)
Me: That the supervisor I spoke with before never called me back. Like I just said, you know, 30 seconds ago.
Her: (chomping on food again) Oh.. (chomp chomp) oh okay.. <crunch, chomp> let me look at the order...

Un-freaking-real. The pig was panting the whole time too. This is the supervisor / case-manager we're talking about.

Again, never ordering from Sears again. Never.

 

[Stuey]

Stuey, complaints like this have been going on for years. I hope you put something on toolguyd about your experience.

It's a lost cause. I've posted an editorial/rant before when a "50% off all Gearwrench" used the language "all" instead of "some".

The problem with complaining about Sears is that none of their reps I'm in personal contact with or any of those that passively read ToolGuyd are in any position to fix things.

Marketing managers, sales managers, affiliate managers, digital social outreach managers, Craftsman marketing managers, Blue Tool Crew reps, public relations reps, etc - none are in any position that can provide answers or help with this.

Sears is simply too large of a company with convoluted chains of command.

I recently complained to an affiliate manager about a coupon that they provided that didn't work after I posted about, and she said that their IT team could not test the coupon code after it had expired. Their IT team SHOULD HAVE TESTED IT BEFORE IT EVEN LAUNCHED!!!
The darn image/ad featured a power drill next to the coupon, yet no tools are eligible for the discount.

 

[Teken]

Teken, Sears.com does ship to Canada these days, although I'm not sure if they change prices or whatnot.

I also received a Channellock 8" wrench in a yellow bubble mailer, with opposite corners taped off. I don't know if Sears taped the corners, or if UPS did that when the seams ripped.

Stuey,

Are you sure? If so how long have they since changed their policy of NOT shipping to Canada?

Because, it they do then I might buy that 1-2 random tool I need from them.

 

[Ign]

Sears is simply too large of a company with convoluted chains of command.

That's very true. The $5 off any purchase of $5 or more coupon proved that a couple years back. Some stores took them right up to the end. Others insisted it was a fake even tho it scanned and worked in their point-of-sale system. There was even a story (here I think) where one store called the police and accused the customer of forging the coupon.

At least some people contacted Sears corporate about the turmoil, but they remained seemingly silent (or impotent) on the whole issue.

 

[Stuey]

Stuey,

Are you sure? If so how long have they since changed their policy of NOT shipping to Canada?

Because, it they do then I might buy that 1-2 random tool I need from them.

Do you ship to Canada?
Yes. Please visit sears.com/international and select Canada. You will be able to view prices and have your credit card charged in Canadian Dollars to avoid any currency exchange fees. The total price of your order is guaranteed. You will not incur any other charges when your order arrives at the given address.

I remember someone here complaining that the Canadian price was different and not just converted.

I've also spotted a few Sears.ca Craftsman tools in the Sears.com product lineup.

That's very true. The $5 off any purchase of $5 or more coupon proved that a couple years back. Some stores took them right up to the end. Others insisted it was a fake even tho it scanned and worked in their point-of-sale system. There was even a story (here I think) where one store called the police and accused the customer of forging the coupon.

At least some people contacted Sears corporate about the turmoil, but they remained seemingly silent (or impotent) on the whole issue.

The coupon is still on Sears.com's webpage. Also, the PDF is of a vector graphic - look at the text when you zoom all the way in.

That year there was also a one-time use $5 off $5 Craftsman Club coupon that arrived in the mail. It had a different UPC code, so the promos could have been unrelated.

 

[dankicksass]

Sorry to see more negative experiences with Sears.com or Sears in general; I've spent my share of hours on the phone and in store with them and it really is ****. Stores don't want anything to do with internet orders and phone service literally takes forever and is absolute ****, but at least it's not outsourced. If I didn't have so much Craftsman stuff already I wouldn't deal with them anymore.

Sears started a new thing this year where stores get .com orders and ship them out. And they don't provide anything to the employees to package the stuff other than boxes and packing peanuts. It blows to say the least.

I've gotten very odd shipments from Sears. Giant boxes full of peanuts with one wrench and no packing list... a set of Gearwrench ratchets strapped to a pallet with no packing list... stuff from stores in Delaware and Texas when I ordered online. Sometimes things come in three days, sometimes they come in six weeks, nothing makes sense.

I had a problem with my password after they reset it about eight weeks ago, and their site is setup so you can't change it with any browser available for the Macintosh. Changed it in Internet Explorer, everything seems fine. Wrong, still can't login. Change it again. This goes around for days, I called support even without getting anywhere. Turned out I changed my password to something too long (16 characters) for their input box over and over, but the system let me change it anyway, so I couldn't input it. Huge pain in the ***.

 

[Stuey]

My other items arrived.

A 3" x 32" pegboard was packaged in its own cardboard box and then packaged in a secondary box 12" x 12" x ~36" long filled with foam peanuts.

I also received an Akro Mils organizer that was in its own box and then packaged in a secondary box.

So why wasn't the first item packaged as well?!

So that's one huge headache and two properly packaged items.

 

[DARKSCOPE001]

I deff think all hope is not lost. There must be something that can be done. If anything else I think that ups should pay for your expenses as they are probably the ones that caused the damage and not sears. I could be wrong tho. When I worked as an uloader for fed-ex some of the stuff I saw was pretty sad. Things would get unloaded and kicked thrown dropped and what not. Ive seen guys kick holes in boxes before and down the line they go. So start with that and as others have said. Talk to sears in person. Make a big fuss. The bigger mess you make for them the more likely they will be to make it right.

Good luck
Sean Scott

 

[mkdive]

I had a problem with my password after they reset it about eight weeks ago, and their site is setup so you can't change it with any browser available for the Macintosh. Changed it in Internet Explorer, everything seems fine. Wrong, still can't login. Change it again. This goes around for days, I called support even without getting anywhere. Turned out I changed my password to something too long (16 characters) for their input box over and over, but the system let me change it anyway, so I couldn't input it. Huge pain in the ***.

I had a rough time resetting my password when the revamped their site...(still a crappy site IMO). What pissed me off was that when they changed everything they wiped out my wishlist! I had alot of stuff on the WL actually....and would use it every month or so when I would order a new tool from sears. I have no incentive to rebuild the list. Like others have said over and over Sears is going down hill fast. Sad to see it happen.

 

[brimorga]

taking it back into the store and making a manager help you is not an option?

 

[Stuey]

Talk to sears in person. Make a big fuss. The bigger mess you make for them the more likely they will be to make it right.

Good luck
Sean Scott

I've dealt with local Sears stores before about issues with Sears.com orders. It's a hassle at best, and they're not able to accept returns of catalog or internet-only items.

(still a crappy site IMO).

I totally agree. Too bad about your wishlist. I typically favorite wishlist items for future reference.

taking it back into the store and making a manager help you is not an option?

Unfortuantely, no, that's not an option. At best, if I drummed up enough of a big stink, they might find away to process the return. But they would likely botch it up and offer a partial refund. Coupons, shipping fees, and a gift card complicate things immensely.

 

[dankicksass]

[Sears] wiped out my wishlist!

I never had anything on a Sears wishlist, but I keep a wishlist for Sears items with Amazon's universal wishlists. There are browser buttons for the popular browsers to make it easier, I use the sharaholic.com button to send stuff to the wishlist, facebook, twitter, posterous and my blog, depending on what I need. It's like a button full of buttons.

Sorry for the sidetracking. Hope this gets resolved properly, Stuey. Good luck.