Trouble with Sears.com

[wmchurch]

So, I probably should have known better…. But I didn't.

I saw the deal on the front page for the 40" Craftsman toolboxes at Sears.com. Decided to pull the trigger.

End result, Sears.com charged my sears credit card, the order vanished into thin air. No order number, no e-mail, no record of the sale whatsoever. Sears credit, however, says they absolutely approved the charge. Went back and forth with both organizations for two days, just for the price of everything to go up over $300.

Naturally I asked sears to honor the price I tried to purchase it at, they said the best they could do would be 5%, ~$50… Mind you, I got into this mess because I was trying to save 5% using my Sears credit card. I guarantee you if this was Amex, the thing would be in my garage already, but I digress.

To rub salt in the wound, every so often the advertisement for the exact toolbox will show up on a random website, and Sears.com keeps e-mailing me to "complete" my order… **SIGH** I think I need a hug.

I took a screenshot of the ad, and then what happens when you click on it… http://imgur.com/gallery/o0tV1/new

I think I might actually be done with Sears/Craftsman… Probably a decision that most of you have already made...

 

[fhemm20]

Typical. I swore off sears a long time ago. Our local store is closing, I'm not even going to bother going by to check out the "discounts". I wouldn't even feel a little bad if craftsman disappeared all together.

Too bad for you and that box. It's the same as the Waterloo professional series box, it's a good one.

 

[wmchurch]

I think I'm just going to go with the Harbor Freight 44" box, looks good enough to me and people seem to like it. Price is better too...

 

[Fordman7795]

Im in a similar boat. I ordered something and my gift card was deducted but the order was cancelled. Customer service cant find the order by the number. No refund yet.... They said to wait another week. Im calling back soon.

 

[audiojem]

I bought that chest online this we and had a similar problem with Sears and they wanted to charge me more so I got the store manager involved and he honored the price!
What a joke they don't get!

 

[frankush]

Sears has the worst website I've ever used.

 

[iflyatiger]

This is my first post on this site, great site and I appreciate everyones knowledge and contributions.. Interesting that it took this subject to get me to post.

A few months ago I also had big trouble with an order on their website. I spoke to many overseas call centers that drove me crazy. It is hard to believe that any company would let the level of customer service be so low.

The reason I wanted to post is to let you guys know that the only way I got any help was to call the sears "executive customer service" phone number. This got me through to a US based representative who really turned the bad experience around. Keep in mind I still wonder how much longer they will be in business!

Do a search for "sears executive customer service" on Google to find the number.

Good luck..

 

[wmchurch]

Well, I posted a blurb to twitter and "@SearsCares" responded. I got a call from someone at Sears' executive offices. After a couple of days, they called back yesterday (Saturday) and offered 30% off, which almost equates to the difference.

I told them i'd consider it, going to HarborFreight today to check out their tool chests. If they have what I want in stock, probably just going to buy from them...

 

[BJ42LX]

Reviving an old thread to blow off some steam...

Things haven't changed much in 5 months:

I placed an order on Saturday for two items that include: a sale price, discount code, SYWR points, bonus SYWR points and free shipping. I checked the order this morning to find that one of the items was cancelled. No email on this, just a cancellation in my account page.

I opened a "chat" session. The guy says there is no explanation for the cancellation but it was likely a stocking problem. He can place the order again for the cancelled item (apparently the stocking problem has resolved itself) and give me a refund after the fact to get me back to the original sale price. I agreed to that.

When the second order confirmation arrives the numbers are all wrong. I'm now paying $11 more for a $60 item than I originally did. Shame on me for not doing the math during the chat session.

This time I called sears.com (aka: India) and cancelled all orders.

Back on the website I find the one item I really want - the one that was cancelled - is still on sale. I do the dance again with discount code, SYWR, SYWR bonus, free shipping and a virgin sacrifice. Total is now $1.50 less than the first time around (OMFG). I place the order.

When the page refreshes the order total goes up $10 from what it was in the cart! WTF? I threw up my hands and went to lunch convinced I'll have to call and cancel this afternoon.

Back from lunch there is still no order confirmation. I open my account page to cancel the order. To my surprise the original discount price is back (this is good!) and the order status is now showing as shipped.

A-*******-mazing.

I actually penned a note to Imram the president of marketing/online at Sears. What a circus he's running over there.

Of course, I now have to wait for my cc bill and go over that with a fine toothed comb. With all the orders and cancellations I'm sure there's a **** up there somewhere, too.

Never again. I'm done with Sears.

Thanks for the rant.


Edit: A few minutes ago I checked email. Items from the cancelled orders are shipping!!! Ugg.

 

[captain14]

I ordered a lawn mower wheel from KMart listed as local deal. They emailed me back and said they had recieved a cancellation order from me for that item.
WTF ? I emailed them back to Imran And asked why? I never canceled it.
Then they said they would put it in system again if I wanted it.

Maybe it's a game they play. How many orders we can mess up in a set time. The most wins the game for the day

Website is horrible to get anything done fast

 

[captain14]

I ordered a lawn mower wheel from KMart listed as local deal. They emailed me back and said they had recieved a cancellation order from me for that item.
WTF ? I emailed them back to Imran And asked why? I never canceled it.
Then they said they would put it in system again if I wanted it.

Maybe it's a game they play. How many orders we can mess up in a set time. The most wins the game for the day

Website is horrible to get anything done fast

 

[Zeke]

I had a little trouble with an order for a fridge I never picked up. I cancelled the order before picking up. Took awhile but they credited my card within 2 months.

Sears can't be fixed. It's dead, Jim.

 

[JohnKal]

Do a search for "sears executive customer service" on Google to find the number.

Good luck..

Here you go...

Got a Sears complaint regular customer service can’t handle? Kick it to the top.

Call (847) 286-2500. Say, “Mr. Lewis’ office, please.” Or, “Mr Crowley’s office, please.”

Aylwin B. Lewis (pictured), President & Chief Executive Officer
William C. Crowley, Executive Vice President and Chief Administrative Officer

If it’s after hours press *411, then spell the last name of Lewis or Crowley, and leave a message with your complaint and a callback number.