I've complained about my many poor experiences with Sears.com before and the many issues and blundered sales I've seen. Sales that never kickoff when they're supposed to and end hours early, "all somethings on sale" with only a few actually discounted, etc.
I've passed on messages to PR reps, marketing reps, Craftsman reps, advertising reps, store managers, you name it. I trust that my contacts try their best to pass on the feedback, but Sears is just so big that they're probably almost as helpless as I/we are.
The whole system is just riddled with frustration. Today I chatted with 3 people and was on the phone with 1.
"When will my Shipvantage free shipping subscription be activated?"
"It shows here that it's activated.""I would like to order an item, but in the checkout it still adds $7 to my order total."
"It shows here that you are already taking advantage of Shipvantage"
"I want to place a new order, and during chat I was told that it was not yet activated and that if I called you up, you could activate it."
"I see that when you ordered it, you did receive free shipping."
"Yes, but I would like to place another order, and I'm still be charged for shipping."
"You did not pay for shipping in that order."
Via chat:
After sharing order details and requesting a refund...
Stuart: So, I would like the entire order, shipvantage subscription included, refunded.
Stan: I apologize for the inconvenience caused you in this regard.
Stuart: That's okay. But due to all this frustration, I just want the entire order cancelled.
Stan: Good morning!
Stan: Thank you for choosing Sears.com
Stuart: So can you cancel and refund this order?
And in the other chat, they said activation will take 24 hours. I asked if the process can be expedited as I would like to place an order this afternoon. Their reply was that expedited shipping will cost $3.99.
Seriously, I felt as if they were remotely killing my braincells.