I placed an order with Sears (I assume, maybe a 3rd party vendor) on Monday morning 2/11. A small 4.4 cu ft refrigerator. I got an order confirmation that day and on Wednesday 2/13, I got a notification that the order had shipped. So that wasn’t so bad. A big company like Sears, I suppose the fact it didn’t get put in the mail Monday or Tuesday wasn’t really anything to get upset about. So I clicked on the link in the email for “Tracking” and it took me to the UPS website, but the tracking number didn’t exist. Ok, I thought. That’s happened. They were assigned a tracking number from their shipping computer, but UPS hasn’t actually loaded it on the truck yet. Again, no biggie, this is how it works. What was strange was the shipping number was only 7 digits and started with 77 instead of the typical 1Z. Still, it could have been a temporary number and surely it would be corrected the next day.
Fast forward to today, Tuesday 2/19. The status has been changed on my order to “Delivered” but guess what. The package isn’t at my door. So I called customer service (in India). They tell me the package has been “delivered” to the shipping company Demar Logistics. That’s interesting, I didn’t think that’s what tracking meant. So I asked the customer service lady how long it typically took to get a package “delivered” to the carrier. Her response was 7 business days. So using her logic, I was ahead of schedule.
So I get on the Demar Logistics website and sure enough, the tracking number works there. But it says shipped Thursday 2/14. So why do they have a link for “tracking” on the Sears website that point to UPS when it shipped with Demar? Turns out it was in Grove City, Ohio at noon on Thursday 2/14. Today is Tuesday, 2/19. Grove city is 130 miles (2 hours and 7 minutes) from my house. It’s been marked as “In Transit” this entire time. Granted, Monday was a holiday, let’s not count the weekend (even though we all know UPS and FedEx are still moving packages on the weekend)…so that’s ½ day on Thursday, all day Friday, ½ day today. So it’s been in transit for 2 days? It could be across the country by now.
So I called Demar Logistics. They have my package. They’re a shipping company, not the originating vendor (which I still assume is actually Sears). They’re shipping it FedEx and were able to give me a shipping number. It’s not on the truck yet, but it does show up as a valid number on the FedEx site. I should have it no later than Thursday (according to Demar’s customer service). So we’re looking at 8 business days for a box to be moved 127 miles (all highway from the Columbus distribution center). I fully expect the box to be beat to *** and I’ll have to return the unit. Farewell Sears.
The funniest thing I’ve read in a while was Sears’ customer service page found here: http://www.sears.com/fulfillment-tour/nb-100000000 />Which says “When you purchase a product from us online, we know you'll eagerly await its arrival. We'll ensure its safe delivery and will keep you updated on its progress every step of the way. Some companies look at that as fulfillment. We look at it as fulfilling a promise.” If the promise was to keep me the dark as much as possible, then they kept their promise!