jendeere Posted December 15, 2011 Posted December 15, 2011 I ordered DH's present on 11/27 and it got here 12/2. I'm glad I decided to open the box before wrapping it because it was the wrong item. I called them and they said they were sorry, did I want to reorder? I asked them if they could just send out the right tool and they said no, I would have to reorder. So I placed the new order and she said she would send me an email with the return authorization thing to mail back the wrong item and they would credit my acct once they got it back. I thought that was pretty crummy since it was there mistake. I never got the authorization, so I had to call back 3 different times over the course of a week before it was finally sent to me this past monday. My second order still hadn't shipped when they sent the return authorization email and they didn't know when it would ship. On Tuesday my friend told me he was going out of town and said he would just pick it up for me. So I called and asked if they could change the order to instore pickup. Of course they couldn't so I canceled the order and reordered for instore pickup. Yesterday morning I got an email that the 2nd order had shipped (after they said it was canceled! and had been "in process" for almost 2 weeks) and then my friend called and said he picked up the 3rd order with out any problems. According to my ups tracking number, they are supposed to get the 1st return back tomorrow so hopefully I will have the funds back from that soon and then will just return the 2nd order when it finally gets here. Talk about frustrating! I told DH I am done shopping from sears online. It really sucks because they sell his favorite brand of tools and the nearest store is 2 hours way! GRRR nearly $600 tied up in this mess. At least customer service was nice every time I called. Not very helpful, but nice. Has anyone else had issues dealing with them? I'm just afraid the 2nd order is going to be the wrong tool, too. I guess I am just spoiled by amazon's amazing and hassle free customer service.
tinkrbel Posted December 15, 2011 Posted December 15, 2011 It really sucks because they sell his favorite brand of tools and the nearest store is 2 hours way! GRRR nearly $600 tied up in this mess. At least customer service was nice every time I called. Not very helpful, but nice. I think there's a thread about the wrong item being sent for the BF kinect bundle with varying results and responses from customer service. I use instore pickup for my orders since there's 2 nearby and another not too much further. The last time I ordered online for shipping was about a year ago and it was a complete hassle to the point I cancelled my Sears card because even thought they screwed up and KNEW I was due full credit they insisted on me paying my balance in full, I then had to wait about 2 months for my refund check. I still make the occasional purchase mostly for Craftsman tools for my dad but on principle I refuse to carry their CC.
Kim3498 Posted December 15, 2011 Posted December 15, 2011 Yep, had the same exact prob with a tool I ordered for DH stocking. They sent the wrong item. I returned it. I ended up ordering for store pickup second time and got the e-mail saying it was ready to be picked up. When I got there to pick it up they had no idea about an order that was suppose to be ready for me. The tool went onsale the day after I ordered and had not even been picked up yet, but they even declined to pricematch their own price saying it was a timed sale and that they did not price match timed sales. Aren't all sales timed? I swore after that mess that I would never order from them again. Much easier to just deal with a salesperson. Now they send me at least 4 e-mails a day saying we noticed that you were browsing and here are other deals to look at. I have unsubscribed from them everytime I get the e-mails and they just keep sending them.
peppysfireball Posted December 15, 2011 Posted December 15, 2011 I will NEVER order from Sears.com again. I ordered Dickies bib overalls. My husband wears nothing else. He has worn the same size 25 years. THese were 2 sizes too big and I called Dickies to get info first since they came straight from the factory. I was told they wanted Sears to authorize them to send us 2 pair of a different style, I said no problem. Sears, was always a foreigner that didn't understand me. I finally told the girl put an American on the phone or I would hang up,. She told me she couldn't and hung up on me. I made about 15 total phone calls. They promised to call me back on 5 different occasions, never sent the return labels, never authorized the exchange. Finally after 2 hours and 6 more reps on Monday, I was told the first rep who was a supervisor in Illinois was wrong to say they would refund my money as soon as the tracking number showed in teh system. I don't know what's up now, but my return was delivered yesterday. I'm going to brave it and call them today to get more answers, but I will hang up when a foreigner answers until I get an American.
Elmck Posted December 15, 2011 Posted December 15, 2011 I have had problems too. I will give it until Friday to see if my they messed up the first itme had to re order has shipped, and will call again. I also want to see the shipping charges paid back to my card like they said they would do. I have names of the people I talked to, and they seemed helpful. If everything fixes I will email the company and tell them I had great help from these people, if not I will ?????
jendeere Posted December 15, 2011 Author Posted December 15, 2011 speaking of talking to a foreigner, I forgot till now that one of the times I called I got someone who answered speaking in what I assumed was spanish. I was like "hello??" lol and he said you have reached the bilingual line and I said, "oh I was just wanting to talk to someone about my return"and he hung up on me!
tinkrbel Posted December 15, 2011 Posted December 15, 2011 speaking of talking to a foreigner, I forgot till now that one of the times I called I got someone who answered speaking in what I assumed was spanish. I was like "hello??" lol and he said you have reached the bilingual line and I said, "oh I was just wanting to talk to someone about my return"and he hung up on me!I'll apologize for the spanish guy:P I get annoyed with people who refuse to speak engligh but nothing annoys me more than speaking slow english to a foreigner who continues to ask me to repeat myself because THEY can't grasp what I'm saying. I hung up on squaretrade because of that the other day and the guy had the gall to call back! Listen buddy I've given you EACH of my 2 phone numbers 4 times and spelled out my email address with phonetic words or whatever it's called(all 16 letters)three more times, I am not an automated machine and do not wish to continue your game.
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