Sears/Kmart online is the WORST place to shop!!!
Written: May 12 '11 (Updated May 22 '11)
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Terrible Service!!! I have placed 3 orders in the last 5 months, I have only received 1 order. The first was through Sears. I placed the order online for clothing for my nephews and niece around Christmas 2010, when my order did not arrive when it was supposed to I contacted their customer service department. I was told to allow it more time, which I did. I gave them another week, called back and was told to give it a few more days, now we were getting into the end of Jan 2011. I waited, no package still, so I called Sears again and told them that I either wanted my package or my money, so they checked into it and said that it was taking longer because it was out of stock and they had to get it from another store, but for some reason it was still waiting to be picked shipped. I told them that i would give them another week and i was going to dispute the charge. I finally did have to file a dispute with my cc company. It was lost for 3 months (it NEVER the store). When I called to dispute the charge, Sears said that I did not have an order on file, that it had been cancelled by a one of their (PS) personal shoppers. I was never told that the order was cancelled until that time, apparently the last PS I spoke with cancelled it without telling me.
The 2nd package was lost as well (the same issue as above) from Kmart (owned by Sears). It is still in California somewhere. I am awaiting the credit on my account. I purchased a LOT of products at the local Sears and Kmart stores without ever having a problem, but out of the last 3 orders, I have not received two of them. I understand tat certain things may be out of their control, but to fail to ship 2 out of 3 orders is unacceptable. When I called to complain, the PS did not listen to my complaint, did not want to try to solve my problem, and when I complained about her attitude she said "This is me, this is the way i talk. I am not fake like other people." When I asked to speak to a supervisor about her attitude, she said it is a 45 minute wait, no one can talk to you. I complained in writing to the company and received a form email, that had absolutely nothing to do with my complaint. It was just a generic email.
If you want to be charged for orders, and not receive them, then fight with a rude PS, go ahead and purchase through them. This was my last order that I will ever place online with Sears or Kmart. I am fed up with their sloppy, careless, rude behavior. They have just lost a very good customer.
***UPDATE***
Since posting this review, I have been contacted by Sears. I have always liked the prices and quality of merchandise at Sears and the prices of clothing at Kmart is hard to beat, my complaint was with their customer service and online ordering process. However, after speaking with Ellen, I am going to give shopping with them one more try. I appreciate the fact that they contacted me, listened to what I had to say and are working to improve my experience with their company. For now, I am adding a star to their 1 star rating that I originally gave them, to make it a 2 star. I will keep you posted on how it goes.
Recommended:
No
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