This saga continues. After getting the last two orders placed-I kept checking the order status online.
It changed from processing to "Shipped" -- I was elated. On the day of the promised delivery date, Nov 27 the website changed from "Shipped" to "Delivered." There was nothing "Delivered" so I called Sears Customer Service and, after all the standard enquiries, explained what was going on. The gentleman apologized, as all of them are taught to do, and after putting me on hold for several minutes explained that he would take care of the issue and send me an email -- although I pleaded to no avail. Then I waited to no avail for the email.
I called again the following day and spoke with a young lady who told me that there had been nothing annotated in my order status and that she would annotate it as a "Missing" order and that it would be resolved in 7-10 business days. I told her that I had a deadline and that would not be acceptable. I asked to speak to someone else and she told me that she had the same authority as her supervisors and that they were not authorized to call anyone outside the call center. I asked her to please tell me who was supposed to have shipped the computers.
She told me that the computers had been ordered from another company and she did not know what company shipped them as there was no information in my order status. I asked her how they could keep updating my "Order Status" page based on no information. Of course she could not answer. When I explained what I wanted to do with the computers she gave me the name of the company that was to provide the computers (not Sears as was requested).
She'll probably get fired for that. It took me quite a while to locate a phone contact for this company but I found one at the bottom of the web page and tried that -- after a number of attempts--a young lady answered the phone. I told her my story, she told me that she would help but that she would need Sears' order number. So I called Sears again, explained the situation and was finally referred to something called "Online Solutions" -- I thought this was going to be the major breakthrough.
Wrong again -- the "Online Solutions" lady told me that since there was no information in my order that she would have to refer me to "Offline Solutions." I asked her how long that would take and she told me 24-48 hours.
I explained my deadline and pleaded with her to let me speak with someone in "Offline Solutions." She told me that they only work via email and that she doesn't have a number to contact them. I cannot believe Sears is still in business and I really hate to see such an American icon destroyed by such poor management.
I've given up hope on getting the remaining computers in time to meet the Dec 3 deadline and sent an email advising the school in Belize that they will not be receiving their full computer lab before Christmas.
Product or Service Mentioned: Sears Delivery Service.
Monetary Loss: $4500.