Don't go there!
Written: Aug 27 '02
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I give Sears.com a five star rating for the worst on-line shopping experience I have ever had.
We ordered a washer and dryer to be delivered to our home. We shopped the site, placed an order and received a confirmation. Then began the trouble.
The web site order status section confirmed our order. We then received an e-mail stating that the washer we had asked for (a clearance item) was no longer available and that we needed to choose another item. We did so. Until this day that change was never registered on their order status web confirmation.
They came back with a two week wait for delivery and so I called to see if an earlier date were possible (the pile of dirty clothes just kept getting bigger!) No! When I asked if the same delay were true for a local Sears store, they assured me that was the case for they all use the same distributor. I was not convinced and wanted to see for myself.
So after having tried to save the trip by shopping on-line, I went down to my local Sears store on Thursday afternoon where I was able to buy the same items and they guaranteed me delivery by Monday (four days later).
Once again back home I called to thank my new friends at Sears.com and ask that they cancel the order. They said it would take at least four days to credit my credit card. I asked if the salesperson would confirm the cancellation, and he said he would call be back. Impressed I asked, "So you will call me back?" "Actually I'm leaving in thirty minutes so you better call back."
I was frustrated and decided to give them a few days to see if they got things straight with my cancelled order. I called back Saturday, talked to another representative, who upon pulling up my order kindly informed me that there was no note on my order about any cancellation. WHAT!?! I kindly said that I knew it was not that persons fault, but this was the worst experience with on-line shopping that I had ever had and would they please cancel the order. This time they said it would take 2-3 days to return my credit, and that I would receive an e-mail confirmation of the returned credit. Once again I waited.
Yesterday our new washer and dryer (which we bought from the local store) was installed and Sears here in Birmingham, AL did a great job! Thank you!
I called our friends at Sears.com back this morning at 9:00, and upon pulling up my file yet another representative first said that the order for the dryer had been cancelled. I told him that I had cancelled the whole order. He said he was sorry I cancelled and asked if they could offer to waive the home delivery fee. I couldn't believe it! Sears was offering a rebate coupon when I made the initial order to return that fee, so in essence they were giving me a break on something they had already given me. I replied no and said all that I wanted to do was cancel my order (for the third time). Upon further investigation he said that the order had been cancelled and my credit card had actually been credited yesterday at 9:30.
I told him that I had received no confirmation of that transaction, and he said that was "strange" because they always send an e-mail with that information upon returning the credit. I asked if he would please have them send me an e-mail confirming the credit. He said he would look into it.
Thankfully today after 1:30pm I did finally receive that e-mail confirmation, and here ends the saga (hopefully). I am going to call my credit card company to confirm that they returned all the credit.
On-line shopping has almost always been a pleasant experience. I would have expected a whole lot more from a company such as Sears. I am totally disappointed, and what started out to be an effort to save a little time turned out to be a complete hassle and a headache. Save your time and your energy and go to your local Sears store.
Recommended:
No
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Epinions.com ID:
bhamblues
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Reviews written: 1
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