Wednesday, November 09, 2011

How We Got Screwed At

My wife ordered a small storage building with home delivery from in mid October to replace one that was damaged in a thunderstorm.

Two weeks later she called to find out why the shed had not been delivered yet. She spoke with online services who dropped the call trying to transfer her to e-commerce. She called back and her call was dropped *again*. She was finally connected with e-commerce who attempted to pass her back to online services. Can you imagine her mood at this point? It gets worse.

She managed to keep the agent from transferring her and found out that the order had simply not been completed. When he tried to re-establish the request with delivery services he found there were no more available in the warehouses for them to deliver.

To his credit he managed to work a refund and reorder of the same product for home delivery but it encumbered over $600 of our liquid assets until the refund completed processing. I literally had to wait until the refund was deposited to go buy groceries.

She received notice that the shed was to be delivered Monday, November 7. Nobody showed, nobody called, we just didn't have our product. She called to check the status and was given a revised delivery date of Wednesday, November 9. Guess what? Nobody showed up to deliver our shed. Nobody called us. We received no email. We got nothin' just like before.

When my wife called delivery services to find out why our shed had not been delivered she was told the order had been cancelled. When she inquired why, she was told it was cancelled by online services and delivery services had no idea why. After being transferred to online services she was told, by a supervisor, they had no idea why it was cancelled and she needed to talk to delivery services.

This is a completely unacceptable way to do business. Not only are we both quite angry that our hard-earned money has been jockeyed around and we do not have the product we paid for - twice, we are extremely disgusted with the lack of customer service from a company as large as Sears. I thought we were ordering a product from a trustworthy source but that seems not to be the case.

Would I recommend to a friend, family or colleague? There's not a chance in hell that's going to happen. As a matter of fact, I doubt I will shop at Sears retail locations.


ksesock said...

I would heartily recommend a cross-post to They have had quite a few horror stories these days, and they tend to have good advice, and merely the exposure of the story itself usually gets the problem taken care of.

Good luck.

SearsCare said...

To Bubby,

I do apologize for this very frustrating experience that you've had with your Sears Online order of a storage shed. I understand your frustration and the financial impact that this has caused for you and your family. We value you as a Sears customer and would appreciate the opportunity to make this right. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at In the email, please provide a contact phone number and the phone number the order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Bubby) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support