I placed an order on Sears.com on Nov. 25th , and as of Jan.
3rd, I've not received it. I sent three emails (over 6 week period) to the Sears online Customer Service support center: the first reply said my order was shipped, the second reply said that the order was being processed (huh?), and the third reply said I have to wait 7-10 days on an update on my order. I also contacted Sears customer support via phone, and was told that an email was being sent to the appropriate party in order to locate my product. That was over three weeks ago.
I called again on Jan. 3rd and a customer service rep told me that the original email didn't contain thorough information, and was 'disregarded'. I asked to speak to a supervisor, and the rep refused. She indicated that she would fill out a report again.
Not trusting this to happen, I immediately emailed Sears customer service again. This time I received an email reply: I would receive an update on my order in 7-10 days! I'll receive an UPDATE on my order 2 MONTHS after I placed it! To top it all off, in response to my concern that the cust service rep on the phone wouldn't permit me to speak to her supervisor, the email reply said: ""I am sure the information provided helped you".
That was a ridiculous statement! Of course the information provided didn't help me! That is precisely why I sent another email to Sears customer service in the first place! The absurdity of that reply confirms that this was just a rote reply made with no respect for the customer's (my) issues.
Sears' customer service is truly awful. Towards the consumer, Sears lacks accountability, respect, and credibility.