Another reason Sears is goin downhill...

[m_hatcher]

So last week I ordered 1 of the 18 piece craftsman full polish sets after someone posted them for $55 in the hot deals topic. The day after I ordered them I got a email stating they had been canceled and I should call them. I had a few moments right then at work to call so I did. The guy (english not 1st or 2nd language) answered and read his script. I explained the situation and he said that it was out of stock in every store and online, and then asked if I wanted to be put on backorder and then have them shipped as soon as they came in. At this exact moment my work phone starts blowing up. I let him know I would have to call back. Fast forward a few hours and then I am off work and decide to call back. I get another guy(english not 1st or 2nd language) and explain situation again. He goes thru his script and I ask him if he can just put me on backorder per what the first guy I spoke with said. He states "we dont allow customers to be placed on backorder. If you wish to purchase the item when it becomes available again, you will just have to wait and pay what ever the price is then." At this point I was already aggravitated with sitting thru their script twice, so I state dont worry about it and to just refund the money. The guy says it will be 3-5 business days which was expected. But I paid with a gift card I had been holding on too, which he stated would take 14-16 business days to refund. At this point I just state "thank you and goodbye" and hung up before he continued with his script. I
Am I making a big deal about this, or is the canceled order thing happening all the time to people that buy sale items?

 

[thesilverone]

typical with sears. with sears sales, its all about timing.

 

[dayid]

This is just how things go with online sales. If you hop onto a hot online deal from Home Depot or Lowe's, and they completely sell out, they're unlikely to go too far out of their way to give you one at the sale price.

In fact, almost anyplace I can think of that does online sales isn't going to be giving much effort into handing out rainchecks for a sale item. Most often they're trying to liquidate inventory as the reason for the sale, once it's liquidated, they're done with that.

The outsourced phone centers are frustrating, unfortunately there's that fine line of cost effectiveness that businesses are succumbing to, and if Sears still had all Craftsman made-in-USA, as well as 24-hour call centers all made-in-USA, they may very well end up costing Snap-On prices.

 

[m_hatcher]

I can completely understand Sears having to outsource some things to cut costs, thats normal in the time for almost all companies. It just seems that sears and their employees could care less about anything. An example is today I went into the store to pick up some stuff. I went to pay for it and a guy in front of me was trying to replace a impact socket that had cracked in half. The employee went and found a replacement and instead of handing the guy his socket, she almost threw it at him. When he started to walk away to leave she started **** talking the guy to me. Now I dont know anything about him etc and if he does it alot, but there is absolutely no reason to talk **** about a customer to another customer.

 

[kythri]

Absolutely not defending the behavior of the employee, but what you're attributing to Sears alone, I witness at just about every retail establishment these days.

Customer service ***** across the board, competent staff is a pipe dream, and efficient employees no longer exist.

 

[Deception]

IMO any company that makes it difficult to get a real person on the phone, or outsources their 800# to a third country is saying 'ef you to all their customers.

 

[mitusa]

Customer service ***** across the board, competent staff is a pipe dream, and efficient employees no longer exist.

You get what you pay for.... why should anyone expect more from these employees? What do they get paid?

 

[mitusa]

I ordered the 18 piece craftsman pro wrenches after Xmas.....it took 5 weeks to get them. They were what I ordered. I ordered them from one of the mom-n-pop satellite sears and I called them to order the 10 piece to go with my other ones. They wouldn't order them until I drove the 40 miles with a check or give them my credit card #.

Last Sunday, I looked on my puter and saw the SAE set on sale and wanted them for my son. I drive the 40 miles and get there right after they open. Tried to order them.....no longer available. Sorry? I didn't get a raincheck or any other option. They may be available later. This looks like bait and switch to me.

Sears will be like USA made craftsman tools....

 

[kythri]

Last Sunday, I looked on my puter and saw the SAE set on sale and wanted them for my son. I drive the 40 miles and get there right after they open. Tried to order them.....no longer available. Sorry? I didn't get a raincheck or any other option. They may be available later. This looks like bait and switch to me.

With what did they try to switch you to?

 

[NastyNate]

This is online ordering at its finest. No offense to the OP but people wonder why things cost more in store. I have customers all day tell me I can get that for $10 cheaper online. "GO FOR IT" I say.... and when you dont get it, not right part, damaged part, warranty, etc where will you go? The price difference is for the customer service, cheaper price cheaper service, higher price better service (most cases). I know this is off topic and is not directed at the OP but online buying is a gamble with anyone, any site.

 

[m_hatcher]

No offense taken. I am all for buying things in store because I like to handle tools before I buy them so I know they are going to be comfortable for everyday use. I tried to buy the set in store but they were out. If I had access to a snappy truck I would be a frequent buyer but I do not so the only store in my area for tools is HF and Sears, which both have crappy service.

 

[mitusa]

With what did they try to switch you to?

Nothing. But if you drive to their store or go to their website thinking there's a good deal there....and you find it's no longer available.....they should be obligated to provide you a raincheck or something of similar value at the sale price. jmo

 

[Tunger]

It shouldn't matter what they get paid, whatever happened to taking pride in your job? I remember my first and only retail job when I was 16, I made I think $4.75/hr and didnt care about the money. I remember going out of my way to help every customer. But now everyone thinks someone owes them something and they should all be paid $100/hr. Ridiculous!

 

[kippieland]

Sears.com *****!

 

[fivespdcat]

Well I can say one nice thing about sears today. I ordered the 10 piece last week, when it arrived it was a 10 piece box and inside was the 18 piece set. Went to a local sears and they exchanged it. It was a small issue in how they would do it, but they did it. I now have the full 28 piece set for about $120 which is a steal in my opinion. What you have to understand about clearance items is they are just that, the last of their kind. Once they're gone, they're gone! Sears does have 1 or 2 hold backs that they won't sell online, so you still may be able to find them in-store but the great price will not apply unless you ask them to price match online. Which in most cases they will do...

 

[mitusa]

It shouldn't matter what they get paid, whatever happened to taking pride in your job? I remember my first and only retail job when I was 16, I made I think $4.75/hr and didnt care about the money. I remember going out of my way to help every customer. But now everyone thinks someone owes them something and they should all be paid $100/hr. Ridiculous!

Like I said earlier, I don't know what the average Sears salesperson makes per hour.....but if it is close to the minimum wage.....you really can't expect a person to make that his or her life's choice of employment.

 

[GoBlue]

With that kind of attitude...people need not wonder why they never get ahead in life.

Im refering to employes who think they should treat customer like garbage because they dont make 50 grand a year.

 

[pipsters]

Absolutely you can't blame the employees in this case. Sears pays a certain wage and hires a certain type of person who fits that wage group. Even with the down economy you don't see college educated or tradesmen working Sears retail. They're smart enough that they are able to go out there and either get a job that pays a more livable wage or start their own business (ie doing mechanic work on the side, or open up their own shop).

You see this all the time but it's the way corporate has decided to go. Home Depot did it back in 2000 time frame, they started firing all the experienced help and hiring people like me who were in their early 20's with zero construction experience. It was a horrible way to go and Lowes ate their lunch.

 

[Super Sport]

Hey look! The bi-daily "Sears *****" thread!

Sears has horrible customer service, especially when buying from the website. We all know this by now thanks to the million threads on the topic...

 

[volunteers]

I'm pretty sure you dialed to India.

 

[SearsCares]

To: Another reason Sears is going downhill...

I would like to address each and every person who has posted to the above mentioned complaint. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated concerns and offer our support with personal Case Manager's to help resolve any issue related to Sears. We are truly sorry that you have had poor service or have had a poor experience while using Sears.com or in our brick and mortar stores. This is not the type of service that you deserve or the type of service that Sears has long been known for. We understand your frustration and would like to look into your individual issues and offer our assistance to help resolve these issues.

At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item 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 (Screen name) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support

 

[-Brent-]

It's weird that all the "SearsCares" posts are signed off with different names. Troll?

 

[toolmaker1]

To: Another reason Sears is going downhill...

I would like to address each and every person who has posted to the above mentioned complaint. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated concerns and offer our support with personal Case Manager's to help resolve any issue related to Sears. We are truly sorry that you have had poor service or have had a poor experience while using Sears.com or in our brick and mortar stores. This is not the type of service that you deserve or the type of service that Sears has long been known for. We understand your frustration and would like to look into your individual issues and offer our assistance to help resolve these issues.

At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item 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 (Screen name) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support

Very timely post as I just had another horrible experience with buy on line-pick up in store. I feel bad for all of you sears employees riding a fast sinking ship due to terribly poor and greedy upper management that is so out of touch with the American consumer.

 

[toolmaker1]

It's weird that all the "SearsCares" posts are signed off with different names. Troll?

Good catch, but I suppose that this is a screen name used by the entire "social media" department. The searshc.com domain does seem to link back to sears holdings so I will reserve judgment for now until someone actually contacts them and recieves some form of reasonable service.

 

[-Brent-]

Good catch, but I suppose that this is a screen name used by the entire "social media" department. The searshc.com domain does seem to link back to sears holdings so I will reserve judgment for now until someone actually contacts them and recieves some form of reasonable service.

I didn't have time to snoop online and see. It looks like SearsCares is a screename elsewhere and Susan R. is responding there too.

Okay, just wanted to be careful.

And back on point, if you can clean up some of these messes, SearsCares, that'd be great. However, I think there are bigger problems at the source, like the website's deficiencies. It needs a tune up.

 

[american lockpicker]

Dear Sears

I shop at your store in Vienna, WV a lot. I have few complaints with service and the store is well stocked but FFS stop with all the cheap imported tools near the check out, its Sears not Harbor Freight... Also keep making Craftsman tools in North America or Europe if we want a crappy chinese tool we will go to HF don't drop to their level you have a reputation for good quality tools at a price anyone can afford please don't **** this up.

sincerely

american lockpicker

 

[reddog289]

Thanks to constant guard I spare ya'll my long post. I have had no problems as of yet with Sears. Com, But if Mr Sears could see this he would be pissed.

 

[NFT5]

A few weeks ago I needed to get an extension lead with US style fittings. So, having heard that Sears were now doing international orders I went to their site. Found a lead for about $25 but the freight was $50. Then get a message on screen that there is 35% off freight for orders over $50. So, figured that I could get a few extra items virtually freight free if they were small and light.

Started browsing and suddenly realised that it is really difficult to buy stuff that you don't really need. Anyway, was just looking for things that I hadn't seen locally. Finally got to the $50 mark, placed the order and paid. All good, so far. This is what I ordered:

About a week later the Australia Post delivery guy turns up with all of these packages:

"WTF" I think "Where's all this stuff from?"

Answer was Sears. They had packed 5 items into 3 separate boxes and an envelope!

Absolute classic was the last box that I opened! Here's the box and what it contained:

Kind of answers OP's question, I reckon.

 

[camarotoolman]

My wifes aunt got fired at K-mart which is Sears, after 29 years, so what does that tell the other clerks? why should they care. I might for a bad work attitude, but ya get tired of the bosses attitude after awhile too. Like, I can fire you any time, be I want a 2 week notice, your a minute late, but I'm docking you an hour, your check is no good this week, but I'm going fishing, camping, riding my new Harley all weekend.
Sorry about the rant.

 

[rj-oz]

A few weeks ago I needed to get an extension lead with US style fittings. So, having heard that Sears were now doing international orders I went to their site. Found a lead for about $25 but the freight was $50. Then get a message on screen that there is 35% off freight for orders over $50. So, figured that I could get a few extra items virtually freight free if they were small and light.

Started browsing and suddenly realised that it is really difficult to buy stuff that you don't really need. Anyway, was just looking for things that I hadn't seen locally. Finally got to the $50 mark, placed the order and paid. All good, so far. This is what I ordered:

About a week later the Australia Post delivery guy turns up with all of these packages:

"WTF" I think "Where's all this stuff from?"

Answer was Sears. They had packed 5 items into 3 separate boxes and an envelope!

Absolute classic was the last box that I opened! Here's the box and what it contained:

Kind of answers OP's question, I reckon.

G'day mate, I have experienced exactly the same crazy packaging--huge boxes filled with plastic nuggets for a single item--these people should have been packaged in the box with the rest of the nuts, that's if you actually manage to order something without it getting cancelled--bet that single item cost $15.30 to post.

My most recent debacle with this bunch was an order that was cancelled not once but three times, they then released the pre authorisation Paypal payment hold--next thing I know the order suddenly shipped-get this--11 sockets, 1 wrench, 1x 3pc extension set, 1 x Hansen tray, and guess what?--in three boxes my rubbish bin can't handle, and next thing they are going crazy because as they say they cannot bill my credit card or bank account and my bank is refusing payment--what a lot of garbage, there is no way they even can access either my bank account or credit card, it all goes through Paypal, so in fact I had no order or current pre authorisiation, AND they even rang me in Australia too-so as such I had no commitment to pay these monkeys, but it gets better still, I email a million different employees trying to pay them when I didn't have to, it took me over a week to actually manage to pay them manually when they finally woke up they had no order, no authorisation.
Now I have another order in for those specials last week and it looks like the same old scenario is unfolding--they just don't like us internationals buying from them--I have never ever had to put up with nonsense like this-EVER