Sears online order cancelled no full refund

[hotrdlx]

So Ive been lurking for awhile and haven't had anything worthwhile to post until now. I made two separate tool purchases on sears online and both were promptly cancelled by sears. The problem was as soon as i placed the order they charged my card but after they cancelled the order they did not give me a full refund on both purchases. After i called to have this resolved they credited my account for one of the purchases, I made a second call today and they have assured me they will fix the second refund error.

This makes me wonder if this is common practice for sears and they are betting most people will not notice a measly 5 or 6 dollars not being refunded. Does anyone have an email address to someone in upper management at sears that i can write to explain my issue and bring this to their attention. I'm sure the common email goes to some flunky who quickly files it away in the trash.

To further gripe about sears, this past weekend I was in the store attempting to purchase a tool box and as the salesman I had tracked down was helping me, his manager came over to us and began to berate him in front of me for not stocking the shelves as they had assigned him. I guess customer service was not managements top priority that day. I still made my purchase since walking out would have only cost the poor salesman his commission and in no way affected the manager.

With business practices like these its no wonder they are going out of business.

 

[rwhite692]

This makes me wonder if this is common practice for sears and they are betting most people will not notice a measly 5 or 6 dollars not being refunded.

Sounds like an honest mistake. I highly doubt that there is a conspiracy in play to intentionally refund you less than what you paid.

Most likely there was a price change to the item in between when you paid for it and when you were refunded. Mistakes do happen.

Never had any problems with Sears that couldn't be resolved by a phone call.

 

[SMKS]

People who have been ordering the full polished wrench sets have been reporting lots of cancellation notices, but then a day or two later they get an email saying their orders shipped.

So, it could be that the cancellation notices were wrong and your order would have shipped, which is why they didn't give you a refund.

Long story short, Sears website/ordering is horrible.

 

[hotrdlx]

On one order i would say honest mistake on two separate orders it sounds fishy to me. These orders were made over a month ago and they did not ship, the cancellations were within an hour of each purchase. On a purchase of $90.27 i was refunded $81.68 and on a purchase of $47.28 i was refunded $40.84. It took two phone calls and i am still waiting on the full refund for the second order. If I hadn't checked my account i never would have been refunded the full amount. I wonder how many people have had cancelled orders and never checked to see if they got the full refund.

 

[Outlawmws]

Call your credit card company, they will take care of it much faster than Sears...

 

[southalabama]

Sears online site *****..........I've had orders cancelled with no reason, no notification they just went into neverland.....they wanted me to re-order......and then sometime later I would get a refund on my other order. #)(*$) NO were my words.

 

[G1GRANDEUR]

Call your credit card company, they will take care of it much faster than Sears...

This, no need to waste oxygen or time with customer service.

 

[Kev442]

I got screwed out of my Gearwrench x beams too. Sears is worthless.

 

[TheGrooveking]

Yep, something is definitely weird at Sears. On December 29th I wondered into my local Sears and wanted the 24pc 3/4" drive SAE set and the 22pc 3/4" drive Metric set to for my travel kit. While there I saw they had the 2 drawer ball bearing 16" deep intermediate chest on sale for $109, so I wanted one of those to. The sales guy lets me know that we'll have to order the 3/4" drive sets on the computer sitting near the checkout counter, he then checks and they don't have the 2 drawer unit in stock and won't sell the demo.

I was paying cash, since the wife reads the credit card statements(I wonder why?) so he says I'll have to buy two gift cards (since they are limited to $500 max) so we go through this he sets everything up so it is to be delivered to the Sears Hardware that is a 1/2 mile from my work. Everything should be in within 6 to 8 days, cool.

So today I receive an email saying that I need to contact them about my transaction. Right on top of that are two emails saying that my items have shipped? WTF? They're all jacks up over there at Sears. If they are not in by the 8th I'm going into that Sears Hardware and the manager will have a new 6'3" 375 pound hemoroid that will cause intense pain.

With **** like this should we really wonder why Sears/Craftsman is on the decline.

TheGrooveking

 

[expfcwintergreen]

I am glad to read this thread. I won't buy anything from Sears I can't buy in my local store.

 

[Shipfittin]

Sears is slowly on it's way out as a company, it's days are numbered. It is a real shame that a business that we all trusted for so long has turned into such a bad situation.

I am defenitly annoyed with the way that Sears now conducts business. I was pretty annoyed recently when I wanted to get a sale item I had to use a computer in their store to order it versus just taking the item to the counter and buying it.

 

[geologist]

Sears is slowly on it's way out as a company, it's days are numbered. It is a real shame that a business that we all trusted for so long has turned into such a bad situation.

I am defenitly annoyed with the way that Sears now conducts business. I was pretty annoyed recently when I wanted to get a sale item I had to use a computer in their store to order it versus just taking the item to the counter and buying it.

It's because the guy (and his buddies) that control Sears/Kmart are more interested in the real estate both of these companies hold, instead of running a faltering business that would take significant time, money, and talent to repair.

The way I see it, Kmart will probably be in liquidation in the next 10 years. Sears *might* push on a little longer, but probably not since I don't know anyone talking about Kenmore or any of Sears other house brands anymore.

 

[ElasDray]

I too have had bad experiences ordering online with sears. When I called to find out why my item had not only not been shipped, but canceled the person on the other end gave me the run around so bad I had to demand to talk to their supervisor. That still didn't yield me a very good answer. Never again.

 

[imagine44]

Ordered a craftsman stool on a web special yesterday. I called ahead before I went down to pick it up, and talked to a person on the sales floor. Confirmed that everything was ready for me to come pick up the product. I get down there, and my order could not be found anywhere in the system. The guy gets on the phone with Sears.com, I wait around for an hour, then the Sears.com lady has her computer go down. I was half expecting all this to happen, and the people at the store seem genuinely interested in helping. Will have to wait until tomorrow.

 

[Davefr]

For one of the pioneers in mail order, Sear's is the most incompetent online retailer I've ever dealt with. The last time I bought some CM Professional deep offset wrenches they sent me a violin. (no joke)

However after a few phone calls they sent me my wrenches and told me to keep the fiddle. I sold the fiddle to a young girl starting music class.

 

[wrh3]

If I cannot get a Sears issue resolved via email (talking to India customer service just gets me more irate) I call the credit card company to open a charge dispute and then open a BBB case, then they will find one of the few competent people that still work there to sort it out and eventually (read weeks later) do what they should have done immediately when I reported the issue...... but it is painful if you try to go past one email or phone call to cross the communication barrier that seems to exist between the consumer and India CS.

It is sad to see a once great name go down leaving shoddy India customer service and cheap Chinese tools as part of their legacy.

 

[hammergodthor]

Yep, something is definitely weird at Sears. On December 29th I wondered into my local Sears and wanted the 24pc 3/4" drive SAE set and the 22pc 3/4" drive Metric set to for my travel kit. While there I saw they had the 2 drawer ball bearing 16" deep intermediate chest on sale for $109, so I wanted one of those to. The sales guy lets me know that we'll have to order the 3/4" drive sets on the computer sitting near the checkout counter, he then checks and they don't have the 2 drawer unit in stock and won't sell the demo.

TheGrooveking

3/4 drive SAE and MM for a "travel kit" ????

You travel in a Cat D9?

 

[TheGrooveking]

3/4 drive SAE and MM for a "travel kit" ????

You travel in a Cat D9?

No, but I am called by friends pretty often to help repair some of their farm equipment, so I keep a job box loaded in my F250SD 4x4 long be crew cab.

By the way here are the sets, they came in today. Fortunately I checked my order online and found the tracking number, and UPS showed that it was delivered. I got to the store and the guy was like "how did you know they were here?" I told him I have friends in high places that watch over people in low places

I have the 3/4", 13/16" & 2-3/8" sockets at home to throw in those open spaces. I was glad to see that everything was made in the USA. The Metric set(on the left in the photo) all have the dual marking, and the laser etching is gold, just like Armstrong's markings.

TheGrooveking

 

[puttsy]

Nice set of sockets/ratchets. I was at the local Norby's today looking at 3/4" drive ratchets and sockets...picked one up and as my lady looked at me funny I muttered "Yea, I don't even have anything I could use this on...so I pick up the 3/8" ratchet ($60) and say...well, I suppose I could get this...but I would still never use it. I don't get to work on big, fun, nice things that need 3/4" drive tools. My 1/2" gets used every few months as is and that's only because I've got it and it's more convenient than using a 3/8" in some situations.

Odd question about those sockets though. Why are they 12-point? I would think (in my novice world) that if I was putting that much umph on something--being the 3/4" ratchet--I would worry I would round the bolt off with a 12-point and that force. Can I get an education from one of you more experienced than I?

Back to the Sears issue. Yeah, they have REALLY declined, even worse in the past years. I was trying to repair a router over the summer. The previous owner removed one of the handles (The router WAS mounted on a table though) and it's long gone now. I got the run around from EVERYONE trying to get a damn replacement handle ordered/shipped to the local sears store. Why not just ship it to my house? Because YOUR business IS selling me this stuff. Heck, I would have even paid to have it shipped to the store, they just refused and said, "You need it shipped to your home." Well, living in University Residence halls doesn't lend much to getting that stuff shipped to. And I didn't want it shipped to my parents home because that's not where my tools were. When it's cheaper to order the tools online and waste a lacky's time in store to find your order in the store-room, and individually come hand it to you? That's sad. Bought 18 wrenches for <$30 that way. If I had gotten them in the store that day? $42+...how is it cheaper to have a customer buy online and pick-up in store when I know darn well more than those wrenches would have caught my eye if I had been in store to buy them...

 

[plinker]

I don't get to work on big, fun, nice things that need 3/4" drive tools.

It's kinda like this; The first time you use a wood chipper capable of eating a 24" log it's all fun and games. The next day it sort of loses it's appeal.... but yeah, they are fun once in a while

Odd question about those sockets though. Why are they 12-point? I would think (in my novice world) that if I was putting that much umph on something--being the 3/4" ratchet--I would worry I would round the bolt off with a 12-point and that force. Can I get an education from one of you more experienced than I?

Generally speaking, once you get above certain sizes it doesnt make a lot of difference if it's 6pt or 12pt as there is more surface area for the "points" to contact. Smaller sizes there is less area for contact so it's easier for them to round off the fastener.

In a 12pt, 1/2 drive set, usually the 7/16, 1/2 & 9/16 were 6pt, while the rest were 12pt. At least thats the way S-K sold them way back when. They did make 12pt in those sizes, however.


As far as Sears is concerned, I have not bought anything off the website since around '08 I think. I either found it somewhere else or got something different. not worth the hassle for me. Pity too.

 

[puttsy]

Thanks plinker. That makes sense...well, as much is it probably ever will to me. I guess the surface area in contact with the fastener is much greater. I only primarily use 'small' sockets so I tend to stay away from 12-point if I can...after rounding off a few hard-to-reach bolts and smacking my knuckles on the concrete. I was thinking about the small surface of my 12-points on my fasteners and how I've rounded them off and didn't actually take into the thought that there is probably 3 or more times amount of surface of socket touching the hardware on these big guys thus, that much extra material to heft through.

 

[Turu]

I see this stories pop up here from time to time, and while sears offer international shipping to my country I will never buy from them. I want all my transactions to be flawless, as I am not in the USA and english is not my native language, so it's kind of hard (and expensive) for me to be calling everyday to see why my order was cancelled and why I did not get a full refund. One potential customer that is not going to buy anything from them.

 

[Jeeprz!]

Like others on GJ I have had my own issues with sears, which seem to be very amateurish on sears part in this day and age of global companies and electronic commerce, especially considering how "Sears and Roebuck" where one of the cutting edge companies back in the day to do business outside of brick and mortar stores- way before computers where even a dream.
To me it's just sad, like another end of an era.
As an example, my grandparents HOUSE was purchased thru a sears catalog. Yes you read that correctly, the entire HOUSE was purchased from the sears catalog back when it would have to be ordered thru the U.S. mail system (another institution with numbered days in my opinion) and delivered by rail car to the nearest train depot. It's still there by the way, although it was sold years ago after my grandfather past away and my Grandmother downsized to an apartment in town.
An interesting bit of sears history; http://en.wikipedia.org/wiki/Sears_Catalog_Home

 

[hotrdlx]

Well stupid me i placed another order on sears.com and it was cancelled again. I did this for two reasons 1: I want the 10 pc raised panel flare nut wrench set that has been discontinued that occasionally shows in stock as they find units to sale and 2: I wanted to see if this would happen again to prove my point. I am currently on the phone awaiting a manager to speak with me. I recommend anyone who has a purchase from sears.com cancelled by sears before it ships check their bank statements closely.

 

[hotrdlx]

Well the manager claims it shouldn't be happening but there is an issue in their system causing customers not to be refunded shipping. When i pointed out the amount not refunded did not match the shipping charge they had no answer for me. Way to run a business sears.

 

[BigMike782]

To further gripe about sears, this past weekend I was in the store attempting to purchase a tool box and as the salesman I had tracked down was helping me, his manager came over to us and began to berate him in front of me for not stocking the shelves as they had assigned him. I guess customer service was not managements top priority that day. I still made my purchase since walking out would have only cost the poor salesman his commission and in no way affected the manager.

With business practices like these its no wonder they are going out of business.

**** that I am I would have said(in a voice plenty could hear) "If you need to berate your employee do it in the office or back room........and could I speak to your boss."

 

[Hootbro]

Sears went to **** when they merged with K-Mart and K-Marts management philosophy took over. Pay was immediately cut and commission sales became the norm. You lost the 20+ year knowledgeable employees and replaced them with a revolving door of minimum wage/ low margin commission drones.
Everything revolves around those customer receipt surveys. Anything less than 9 out of 10 on them is like instant death to those sales employees. You can really make or break them with just a few surveys completed.
I was raised in a Craftsman or nothing household, but they are in a slow death spiral and the sharks are circling. Very sad actually.

 

[mikew13]

Back in July I ordered the 42" wide roller cab as I already had the top. It was supposed to be in store pick up. Then they cancelled it as it couldn't be delivered, and why didn't they tell me before cancelling? So they refunded Paypal and Paypal held my money for a week or two. I had to borrow so I could reorder again to be shipped and I got what I wanted. Freaking Imran Jooma!!!! I was super pissed!!!

 

[Jeeprz!]

My sears rant for the day; so I went online looking for a local place to buy some boeshield T9, only place I found it was at sears, and it was onsale online only with free in store pickup and my local store showed 5 in stock - not so fast Imram, you've screwed me before on whats really in stock - so I call my local store to verify they actually have some in stock on the shelf, nice guy in the tool dept verifies yes they have like 5 or 6 on the shelf after he found them. So after I got off the phone I pulled the trigger and bought it online, I get ready to go run errands and pick it up, but got an email before I left and instead of a confirmation it said that my order was cancelled due to the store being out of stock, wtf? called the online customer service number because I still had the order page open, and get told that my store cancelled the order due to being out of stock, explained my phone call to the store 30 seconds prior to placing my order and I was told to just go to the store and explain it to them. So I ended up getting it for the online price at the store after I walked in the store, grabbed it off the shelf and then spent 15 min explaining this story.
Imram, your system *****.

 

[Jeeprz!]

- and to add that my card was charged for both purchases of course, so as of right now I'm into one 12oz. can of boeshield T9 and a small bottle of boeshield rust remover (sold as a kit) for almost $50

 

[mikew13]

Imram Jooma needs to be out of a job FAST!

 

[dieselmike]

Scheduled for Store Pickup
Available in 36 - 38days
Pending e-mail confirmation

been like this for over a week

 

[hotrdlx]

Well still no refund almost a month after i was assured i would have it in 3-5 days. Once again talking to Peggy and he assures me this time i will get a refund for the 2 orders they stiffed me on. Outsourced tools along with outsourced customer support. I cant wait for these idiots to go out of business.

 

[MN4x4]

Once again talking to Peggy and he assures me ...

^^^ That made me spit soda all over the screen. Best comment today!!!

 

[wrh3]

I had some refund issues as well, I don't think Peggy and his friends know how to do math even after I spent hours on the phone with them But, after logging a BBB complaint against Sears corporate, they were anxious to solve my problem and corrected my refund amount and sent me a gift card. I doubt I will ever call customer service and have my blood pressure rise again- I'll just file a BBB complaint.