I placed an order over the phone with Sears Product Support Ctr at AZ. A sales rep helped me to put through the order around 3pm.
However, I didn't receive any email confirmation until 6pm. So I did a Sears.com online chat to find out. I was connected with an online chat person for almost an hour and all I got were bunch of messages like "thank you for waiting, I'll be with you soon." So I decided to call. When I call Sears CS, they found out that the email address on the order was incorrect so they resent the invoice to my correct address.
When I received the email, I was in shock since the invoice total was way off from what I was told. First I was never asked for a 5-yr protection plan but it was charged on the invoice. Secondly, I was told that delivery and installation will be free but it was charged in the invoice. Third, the total price including tax on the invoice was over $1,500 higher than quoted!
I was then told on the phone that the only option I have is to cancel the order. I was connected to a case manager and he told me that it will take 7-10 business days just to cancel my order and credit my account, while my credit card was charged immediately!
Does this whole story sound ridiculous to you?! It does to me!
I'm going to put this up on every online forum that I can get to and warm people about the service that Sears provided and never to place the order through their product support again!
Product or Service Mentioned: Sears Protection Plan.