November 15 I ordered laptops online from Sears, received calls from their security folks to check my identity, received order confirmations with estimated shipping dates -- left town and did not check email until evening of November 18 and found that within 24 hours I had received emails telling me that some of my orders had been cancelled because I did not respond to security check emails although I had previously taken care of each and every one of them via phone call.
Morning of Nov 19, talked to Sears customer service who apologized profusely, I replaced the orders, found that many of the items were out of stock, had to order substitutes that were less capable but more expensive, went through security check again -- all is well. Checked email on 20 November and two of the orders had been cancelled as "out of stock." Called Sears, went through rigamarole, got substitute items ready at greater cost, of course, but then the Sears credit card wouldn't go through as Sears had not really credited back by cancelled orders although the email from their SVP of Marketing said ""Your account has been promptly credited back." The operative word being HAS, but I found out that, according to Sears, HAS actually means 3-5 business days. The customer service folks have been very polite but all of them have told me that nothing can be done by anyone.
Sears "managers" repeated this "nothing can be done" mantra and refused to let me speak to anyone higher than a call center supervisor although I explained to all of them that I had a deadline to meet. The laptops are intended for a school in Belize that a nonprofit has agreed to ship for no cost if I can get them delivered to the nonprofit by December 3, otherwise I have been quoted up to $4,900 for shipping.
I called the number on the back of the Sears credit card and got the refunds credited back immediately. Had to go into a Sears store to verify my identity, had the associate order the substitute products (at much greater price), paid additional money to expedite shipping, went through security again with the associate looking at my identification, placed the orders, got a receipt, received an order confirmation but still have not recieved a shipping confirmation. To add insult to injury, I did receive two emails in response to my complaints -- the emails were not from the SVP that I had sent them to but were from staff saying:
Thank you for contacting sears.com regarding your order number 429xxxx. Please accept our sincere apologies for the inconvenience you are experiencing on your order, as it was canceled. I certainly empathize with the frustration this has caused to you. I understand your dis-satisfaction with us. I also understand that you have not received a refund yet.
Per our records, a credit has been applied to your account on 11/21/2012, however it can take up to 3-5 business days for the refund to process and to reflect on your account. Please allow us with the required amount of time, so that we can assist you better. You will be able to view the refund within 11/29/2012.
We know that your time is valuable and we appreciate the fact you took the time to give us feedback on our performance. The feedback that you have provided today regarding your recent experience with us, it will be taken into consideration as we continue to enhance our services to meet the needs of our customers going forward.
We want to make you happy. Please take our survey to tell us how we're doing. "
"Per our records with your last contact regarding the refund. A credit has been applied to your account on 11/21/2012 it will be credited to your account within 11/29/2012.
We want to make you happy. Please take our survey to tell us how we're doing."
Product or Service Mentioned: Sears Shipping Service.