Sears Destroying With-In

[FD611V]

Here is a story how one (me) person will say, "Sears is destroying their future in sales."

Today, I placed my order for ....http://www.sears.com/shc/s/p_10153_...pe=SC&sid=IEx20121224TransSearsOrderConf&eml=

After placing the order on-line, I notice I made a error in my shipping address. I added a "0" to the street number, meaning the delivery people..USPS, UPS, or FedEx probably will probably find some other location to drop off the package.
I called Sears customer service...Yes, I got one of those non-English speaking persons that didn't past English speaking class, but Sears put her to work for 1/2 the cost as the better speaking workers. I ask the CSR to change my mistake in the shipping address. After me asking the CSR to speak more throughly, she replied that I had to do something else... like go somewhere and have Sears to verify my true identity and do something else that I couldn't understand. So, I ask her to canceled the order and I would re-place my on-line order. But, I as told that wouldn't me the best choice, as the (my on-line order may still be shipped) and I would have to return on shipment.
I'm now waiting to receive a email that my order was canceled or not canceled.

It appears Sears has changed so much, they keep having their customer service handle orders like mine, they may see an end to the Sears stores.

 

[mmack66]

Oh well.

 

[fivespdcat]

Maybe it's me, but I couldn't follow your story. I'm guessing you meant to say sears *****...

 

[neonnblack]

tl;dr version: sears screws the pooch once again.

 

[carterbeauford]

I called Sears customer service...Yes, I got one of those non-English speaking persons that didn't past English speaking class

that's everywhere anymore... I called 6 times and each time asked for an English speaking CSR in the US, they finally gave the number for Craftsman customer service which is based in the US, as far as I know.

I asked not out of xenophobia but because I could not understand a word they said or carry on a conversation or hope to resolve my issue because they did not know what a ratchet is.

HALLO MY NAME IS (insert western sounding name that always begins with a J) JENNY, JOHN, JOSEPH, HOW MAY I HALP YOU?

I think it's a Dutch sounding accent, curious to know where their call center is.

 

[carterbeauford]

Maybe it's me, but I couldn't follow your story. I'm guessing you meant to say sears *****...

guy places order, messes up address, calls Sears' endless void of a black hole for customer service hoping to change it, Sears fails.

 

[balane]

Calling any large company on the phone is always an experience I dread with great anxiety. I wish your experience was isolated with Sears but it seems like it's most corporations these days. Positive post-sale customer service is near the bottom of the heap in today's business models.

 

[Fastbird]

Hows this. Ordered a 1/2" socket/ratchet module. Got it in a timely fashion. Open it up and start putting the sockets on the rails, lo and behold, I had two 18mm short sockets and was missing a short 17mm socket.

Get online and do the chat. Guy on chat said he could help me, so I told him the problem. He said he could help me redo the order. I asked what he means, and he says he can submit a new order for me and I can return this one. SERIOUSLY? It's ONE socket, I'm not going through all that hassle for a single socket. So he says then I can try going into the store. Bet your **** I will.

 

[FD611V]

It may get worse before it gets better. Just received another email that Sears has reinstated my original order. WAIT!. Just re-read the email, it shows Sears has entered another order...same item but a "different" order number. Which appears I may get one or two of the same item. Still has the wrong address that I made error on my on-line order. Must be some rejects working as Sears CSR today.

Would I get better results if I call Eastwood Company and give them my Sears order number?

 

[RV77]

Just go back to their site and hit any and all cancel order tabs you see on the order form.... unless you waited to long

also I would not buy from sears so to cut out the middle man

 

[FD611V]

It always pays to go direct to the source...or in that old saying.."direct to the horse's mouth." I called Eastwood Company who would be shipping the item ordered. I had forgotten I had account with Eastwood some years ago, and the nice lady...American style..informed me she would correct my shipping address that Sears...could not do... and they would ship the item.

So much for what Sears has lost by trying to save a dime....or few dollars.

 

[NoFatChicks]

First of all, you screwed up. Who carelessly types in and submits the wrong address? Second, you didn't order from sears. You ordered from Eastwood company. No wonder why when you called them they were able to fix it. It clearly says on the site that it is a marketplace item. Sorry, not sears fault bud.

 

[jfcasey]

My Girlfriend ordered some christmas gifts back in November they promised would be here by Christmas. On Friday when they still weren't there, she checked the shipping info and suddenly it now says promised date January 10th. Thanks a lot assholes. Its not even worth calling them over because we've called before just like you have and the people who answer the phones don't know ****. Its like they purposely talk in circles in their little sing songy voices just to make sure nothing ever gets accomplished anytime someone calls.

 

[FD611V]

--------------------------------------------------------------------------------

First of all, you screwed up. Who carelessly types in and submits the wrong address? Second, you didn't order from sears. You ordered from Eastwood company. No wonder why when you called them they were able to fix it. It clearly says on the site that it is a marketplace item. Sorry, not sears fault bud.


I see you are not very good at "understanding" logic. The order was placed with Sears, and I have a order confirmation from Sears...with a Sears order number. Sears relays the order to Eastwood Co, for the item to be shipped. So, let me repeat one more time...the order is through Sears... place on my Sears account.

 

[NC-Fordguy]

I like this.

Screw up an address on an on-line order, while attempting to order from a 3rd party vendor, and then being surprised that it's a hassle to correct the problem.

I thought I joined a forum for the discussion where Men talked about tools, garage stuff, things they build/repair/modify.

I'm beginning to wonder, based upon constant topics such as this if perhaps this forum is an extension of some sort of on-line Oprah woman vent about everything and anything half way home support shelter.

When does the group hug come in?

 

[fivespdcat]

guy places order, messes up address, calls Sears' endless void of a black hole for customer service hoping to change it, Sears fails.

I got the jist of the story, but found it ironic that someone complained about a lack of english at sears customer service when I had to "figure out" what he was trying to say. I am not a guy that cares about internet grammar or spelling, but at least make it easy to understand.

 

[mmack66]

Hows this. Ordered a 1/2" socket/ratchet module. Got it in a timely fashion. Open it up and start putting the sockets on the rails, lo and behold, I had two 18mm short sockets and was missing a short 17mm socket.

Get online and do the chat. Guy on chat said he could help me, so I told him the problem. He said he could help me redo the order. I asked what he means, and he says he can submit a new order for me and I can return this one. SERIOUSLY? It's ONE socket, I'm not going through all that hassle for a single socket. So he says then I can try going into the store. Bet your **** I will.

Is there any literature with a phone number to call where you can order the socket that was missing?? That is how these sorts of situations usually get resolved.

 

[NC-Fordguy]

Is there any literature with a phone number to call where you can order the socket that was missing?? That is how these sorts of situations usually get resolved.

^This

I bought the 541 piece set a couple weeks back. It was missing a 5/8 socket. Interestingly it came with 2 11/16 sockets of the same drive/point configuration. Damn those Sears sorters. How could such incompetence exist??

I normally would have just gone to nearby Sears where my wife works to swap it out, but since it has been asserted here on this forum I live a charmed existence because of that, I elected to call the number on the content sheet and get a replacement and see if I could experience some of the drama that gets disclosed here. I received the replacement in 4 days.

As for the extra 11/16 socket. Gave it to the Sears hardware manager. I only wanted what I paid for. Nothing more, nothing less

 

[Hammer1963]

I like this.

Screw up an address on an on-line order, while attempting to order from a 3rd party vendor, and then being surprised that it's a hassle to correct the problem.

I thought I joined a forum for the discussion where Men talked about tools, garage stuff, things they build/repair/modify.

I'm beginning to wonder, based upon constant topics such as this if perhaps this forum is an extension of some sort of on-line Oprah woman vent about everything and anything half way home support shelter.

When does the group hug come in?

LOL LOL LOL. I have to agree.

 

[Dieselbutterfly]

hey there ncford ,what happened to oprah,and mens tools.arent you doing what you complained the op was doing

 

[dirtydogintex]

group hug over yet?

 

[Steevo]

FD611V,

For someone who puts down the English language abilities of another, you don't exactly demonstrate a thorough grasp of the elements of the written language yourself.
Add to that, the Sears call center person probably learned another language first, and then learned enough English to get the job they now have. What second language have you mastered to the extent that you could answer calls from others, using their native language?

 

[FD611V]

Received email from Sears stating my order has been canceled due to items no longer available from Eastwood Co.

UPDATE: 3m Called Eastwood Co. on status of product. Lady in customer Service placed my order. They have 27 of these kits in stock ready to be shipped. From Eastwood I had to pay shipping...$12.75. Sears was "free"




email received.


Dear Charles .,
We are sorry we are unable to fulfill your order because the items are no longer available. Your account has been promptly credited back.

We hope you will forgive us and give us another chance to meet your needs. Our customer care representatives are ready to assist you in finding a comparable product and replacing your order. They can be reached at 1-800-290-8390.

Best regards,
Imran Jooma
SVP & President, Marketing
[email protected]


Order Status Notification:
Order #: 447---------




Shipping Information Item Number Cancelled.

Charles J. -----------
28810A CR 4300 "The error was in my street address." The correct one is 2881-A CR 4300, not 28810A CR 4300. Sears couldn't change at my request. Gave no reason why.
Mid USA

Phone:

Delivery Method: Ship



SPM6316756304 EASTWOOD Brake Line Tubing Bender and Forming Pliers Kit
Sold By: The Eastwood Company
Seller Info Return Policy
1 $44.99

Order Date: 24-Dec-2012
Salecheck Number: 093046746245
Return code: 2219-5118-5559-3899-0619
Initial Subtotal: $44.99
Tax: $3.29

Total: $48.28




Initial Subtotal: $44.99
Tax: $3.29
Delivery Charge: $0.00
Free Shipping: $0.00
Total: $48.28

 

[pfarber]

So you INTENTIONALLY SEEK OUT the CHEAPEST PRICE, and expect the BEST SERVICE?

If you wanted that level of service wait for the Snap On/Matco truck to roll by... they never make mistakes even at the super duper premium prices.

I order a ratchet wrench set online for in store pick up. Got the confirmation and KNEW that I better take the order, confirmation and receipt because even the made in the USA rocket scientists that work 7.8 miles from me are retards.

So I show up, hand over the confirmation sheet and ID... they hand me an 11 piece SOCKET SET, not a 7 piece ratchet wrench set. The blond haired blue eyed woman at the counter ARGUED WITH ME THAT IT WAS THE RIGHT PART NUMBER FROM MY ORDER.

I then handed her the item description page with a photograph (even though I had already used the phrase 'that's a socket set, not a wrench set' 5 times.

Ohh... I'm sorry... we misread the item number (they had transposed the last two digits). They quietly got me the right item, of course I made a big deal out of it with 'I'll be the judge if its the right item' took an extra long time to verify all my papers with the now proper item.

Long story short: Drones are idiots. In any country.

 

[NC-Fordguy]

hey there ncford ,what happened to oprah,and mens tools.arent you doing what you complained the op was doing

I'm merely questioning the intended purpose of this forum. As stated I thought it was about garage/man stuff. Perhaps I have mis-understood.

BTW- diesel butterfly?? Forgive my ignorance here but what is that exactly? The picture that keeps popping in my head is a big Mack truck that an alternative life style long haul trucker might drive

 

[mmack66]

I thought these types of threads were going to be deleted?

 

[RCStocker]

There are two perfect solutions to your problem.
1. Don't mess up and check everything twice
2. Don't order form Sears.

Problem solved. Merry Christmas to all

 

[synergy321]

So, when is this forum getting a sears rant section?

 

[cheechi]

The entire forum is the sears rant section. and the hate-non-americans section.

Pretend I said everything Steevo said above, but I wasn't planning to be nearly as nice about it. Thanks for the laugh.

 

[AZ_Catskinner]

I was actually impressed with Sears this weekend - I took in a couple of bad wrenches (broken 5/8", deformed open end 1-1/16") to see what horrors awaited me. Handed them to the girl at the counter, they had a USA 1-1/16" in open stock, but not a 5/8". She went and asked the manager what to do, and he told her to just give me a small set to replace the 5/8". She actually dug through all the sets on the shelf to find a 8 piece USA set and sent me on my way.

She told me that the Chinese RP's are coming back with failures quite a bit more often than their USA counterparts.

 

[redwrench60]

I was actually impressed with Sears this weekend - I took in a couple of bad wrenches (broken 5/8", deformed open end 1-1/16") to see what horrors awaited me. Handed them to the girl at the counter, they had a USA 1-1/16" in open stock, but not a 5/8". She went and asked the manager what to do, and he told her to just give me a small set to replace the 5/8". She actually dug through all the sets on the shelf to find a 8 piece USA set and sent me on my way.

She told me that the Chinese RP's are coming back with failures quite a bit more often than their USA counterparts.

Whew!! That was close. I kept waiting to hear news reports of some crazed assialiant in a CAT D11N shouting obscenities as he pushed over the local Sears.

 

[Outline]

I think it's a Dutch sounding accent, curious to know where their call center is.

As a Dutch guy: Thanks!

Betcha that the callcenter is somewhere in India or maybe even China...

 

[NC-Fordguy]

She told me that the Chinese RP's are coming back with failures quite a bit more often than their USA counterparts.

This might be a good thing. Those who crunch the numbers at Sears might just report that the outsourcing isn't as cost effective as initially thought.

 

[Outline]

There are two perfect solutions to your problem.
1. Don't mess up and check everything twice
2. Don't order form Sears.

Problem solved. Merry Christmas to all

You got your solutions the wrong way around...

 

[SMKS]

Hows this. Ordered a 1/2" socket/ratchet module. Got it in a timely fashion. Open it up and start putting the sockets on the rails, lo and behold, I had two 18mm short sockets and was missing a short 17mm socket.

Get online and do the chat. Guy on chat said he could help me, so I told him the problem. He said he could help me redo the order. I asked what he means, and he says he can submit a new order for me and I can return this one. SERIOUSLY? It's ONE socket, I'm not going through all that hassle for a single socket. So he says then I can try going into the store. Bet your **** I will.

You need to call Apex Tools and they'll send you the missing socket. The number is on the packing list in the tool sets.

It's 1-800-832-7494

http://c.shld.net/assets/misc/IL33192.pdf

 

[AZ_Catskinner]

Whew!! That was close. I kept waiting to hear news reports of some crazed assialiant in a CAT D11N shouting obscenities as he pushed over the local Sears.

I was expecting to have a bit of a fight on my hands - I was in and out in 15 minutes, and picked up a new punch/chisel holder (still USA made) while I was there.

 

[Dieselbutterfly]

hey nc,bend over and we will both find out.lol

 

[NC-Fordguy]

hey nc,bend over and we will both find out.lol

No thanks, I'll decline your man love offer

 

[mathil]

Sears SHOULD NOT redirect a shipment without confirmation of a name-bearing ID.

Can you imagine if anyone with access to your email could just call up a company and redirect your online orders to their house or a dropship location without the slightest hangup? It's very easy to access peoples email, since 50% of this board probably uses the same password for the forum as they do their email, and the email is registered with the forum. Any forum admin or even mod with the correct priviledges has access to that information.

As for outsourced customer service....You didn't want to go to a B&M store for their goods, and you don't want to pay more than a 5% markup over cost for an item, so where do you expect the money for a native english speaker on the other end of the line to come from?