I used Sears online ordering on December 2nd to order two DVD/VCR combos for Christmas and selected home delivery. A week after ordering them I received an email stating my purchase was ready for pickup at the store. What?! I called customer service and they stated it was an error in their system and that my order would be shipped to me. I finally received 1 of them on the 14th.
By the 21st I'm getting concerned the other one won't be here in time for Christmas so I call customer service again. They have no record of anything being shipped (not even the one I received) and cannot tell me if/when the other one will be shipped. I tell them to cancel 1/2 the order and I'll just go to the store (which I was trying to avoid and the whole point of online ordering, but whatever)and pick one up. The customer service rep says she is canceling the 2nd shipment and will refund me the $.
Today I'm looking over my credit card statement and notice there is no credit from them. I call customer service again and I'm told that they have no record of anything being shipped or cancelled and they'll have to contact UPS to check the status of the shipments before they can issue me a refund. Here's a sampling of our conversation:
ME: "If you have no record of a shipment how do you expect UPS to check a status?"
SEARS: "Maam, I don't know how their system works but they can research it"
ME: "What are you asking them to research? You have no record of a shipment and no tracking #"
SEARS: "They will need to research this order to find out if it was shipped"
ME: "Seriously? You need to call UPS to find out if your company shipped an order?"
That was only the 1st minute of the 10 minute conversation, where I was informed that nothing was done with the order when I called on the 21st and now I would have to wait 6-10 business days for UPS to get back to them before they would issue me a refund. At one point I got a little lippy and said if she didn't have a record of any shipment at all then they could just cancel the whole order and refund me all the $. She informed me that would be stealing because I just told her I received one of them. And I say "Oh - but it's not stealing when you take my money without giving me a product and then refuse to give it back to me!"
I have a strange feeling I'll be speaking with Sears a few more times before this gets resolved, but one thing is for sure. I will never shop there again!