Customer Service from ***
Sears customer service is the worst I have ever encountered. On Dec. 28, 2011, I ordered some slippers on Sears.com. The order was confirmed immediately and $26.52 was deducted from a gift card I used for the purchase. Within minutes the ordered was cancelled by Sears without any reason given. Upon calling Sears Customer Care, I learned that the items I ordered were out-of-stock and I that would receive a new gift card within five days to reimburse me for the amount deducted from my original gift card used in this purchase. Having not received the new gift card after seven days, I called again and was told I should be getting it soon. Five more days passed and still no new gift card. I called again and was told to wait another five more days. Eight more days passed and still no new gift card. I called again on Jan 17, 2012 and was told no one initiated a request to process a reimbursement for me. On Jan 18, 2012, I received an email advising me that $26.52 has been reloaded to my original gift card. (Good thing I asked to keep the now zero-balance original gift card after using it at local Sears retail store.) I had to wait 21 days and spend approximately 3 hours (four calls) on the phone to get back the wrongful charges against my gift card.
The above is nothing compared to what happens next. I still wanted the above slippers and checked on-line to see if Sears was still advertising these items. Sure enough Sears had them displayed on-line, but at a higher price. I called Sears Customer Care on Jan 18, 2012 about the price difference and was told that I can order the slipper at the new price and then call them immediately to get a price adjustment. I followed their advice, immediately made the order, called them, and received a price adjustment credited to my credit card, but didn't get back the taxes related to the price adjustment. To make matters worst, within minutes of my conversation with Sears on the price adjustment, my order was confirmed, $26.52 deducted from my gift card, the balance charged to my credit card, and the order cancelled by Sears without any reason given. Like above, it took me forever to get my money back. I had to wait 34 days and spend approximately 6 hours (eight calls) on the phone to get back the wrongful charges against my gift card and to get back the wrongful tax charges. I received an email advising me that $26.52 had been reloaded to my original gift card on Feb 21, 2012. A credit to my credit card for the taxes also appeared on the same date.
I have been a faithful customer of Sears all of my adult life covering approximately 40 plus years. All of my major appliance are from Sears including three refrigerator, two dish washers, three ranges, and a large flat screen television set. I have had Sears do the wall-to-wall carpeting in my entire home. I have purchased thousands of dollars of Craftsman tools and clothing from Sears. I used Sears Auto Center for all of my auto needs. But, after the above experience with Sears, I no longer see any future relationships with Sears. Once I use up whatever is left on my reloaded gift card I will shop at establishments that truly believe in Customer Care.