Dear Sears,** * **The original Order *********** for these items was placed on June...

GetHuman-bbwbrain's customer service issue with Sears.com from July 2018

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The issue in GetHuman-bbwbrain's own words
pick up a completed on line order ... Dear Sears,** * **The original Order *********** for these items was placed on June **, ****.* Part of the order was available for pick up at the store below the same day.**Eastern Hills Mall***** Transit Rd*Williamsville,*NY********Since there was two additional pieces associated with this order which was to be available and shipped to that same store for June **, ****, I called customer service for Sears.com since I was unable to contact the store directly after leaving * voice messages on the answering machine, to tell them to note on the order that I will pick up all the pieces together because I live over an hour away from Williamsville. NO ONE RETURNED**MY CALL!!!**On June **, ****, I received an email stating that my order was ready for pick up at the Williamsville store.* I arrived at the store to pick up the order, only to be able to receive the original middle piece of the tool chest which was in stock for pick up on June **, ****.* They apologized and said the truck was delayed and that it will be there on June **, ****.* I started calling and leaving messages (*) for someone to call me back from *:**am until *:**pm on June **th, ****.* I wanted definite confirmation that the truck came and that the rest of my order was there before we made the drive over an hour away AGAIN!!! NO ONE RETURNED ANY OF MY CALLS..... that is when I called into on line customer service.**I explained everything to that representative, and told him I went back on line and that the two pieces missing on the delayed truck is available at the store below:**Store Address:*Marketplace Mall*** Miracle Mile Dr*Rochester,*NY********I asked him if there was a way for him to contact the store and make sure they were available, and then change the store for pick up of the remaining two pieces to that store.* He put me on hold.* He came back on the phone and said yes the store confirmed that they have it and he can change the order for pick up at that store.* Rochester is an hour from my home.* That is when order ********* was established via telephone with the Sears.com representative.**ON June **th, I received an email that the order was ready for pick up in the Rochester store, so we drove the hour to Rochester.**I was told at the store that one of the pieces ordered is not in stock, I flipped out.**The *Order ********* was cancelled at the store by me on my tablet under the advise of the store staff.* They told me that they could not issue the credit to my card because it was an on line sale!!!!!* When I said to them I don't understand what the problem is with SEARS now........that I received the information that my order was ready for pick up AND it showed both pieces were ready, and that it was confirmed that they were available by an on line representative who was the one who placed the order with me via telephone, BECAUSE OF THE PROBLEM I HAD AT THE WILLIAMSVILLE STORE THE DAY BEFORE.They apologized and said they can't find it, and the only way a refund can be processed is by cancelling the item from the order on line. That is when I got my tablet from the car and cancelled the missing piece of the tool chest from the order. Which enabled them to process the order for the item they did have in stock.*** I want you to UNDERSTAND WHY I AM UPSET.* * The store manager came to me at the Pick up area, and explained he went to the department and looked for the item personally, and that it is not there.* The only thing he had in stock was a top cabinet which was $***.** if I wanted to complete the set.* I asked him was there any adjustment that he could make on the price since it is $**.** more than the original piece I ordered and that NOW I have one refund pending for the original order ********* for $***.**, and one for the missing piece on* the *********, over $***.*** processed OUT of my checking account already.* He told me there was nothing he could do because it was an on line order, and that I would have to contact you Sears.com............. and did I want the top chest or not........ angry......... tired......hot...(it was over ** degrees that day)...a retired disabled ** yrs old..living on Social Security and a Pension...and a LONG time customer of SEARS...... I grew up with the Sears Robuck and Co. catalog in the hall closet..... every xmas my husband being a mechanic would get Craftsman tools as gifts......... so I spent another $***.** from my checking account.... to try to get what I originally ordered.**When I got home I called Sears.com again, and asked to speak if possible the person who set up the order via telephone or a supervisor....... I went thru the whole story again,.now adding the FIASCO in Rochester to the story... and was told that it would be forwarded to a more senior representative............ which brings me to the reply below...... which passed the ball telling me to go back to the store manager for a refund for the inconvenience ..... I already told your representative that he told me he couldn't do anything because of it being an on line order....*so I called Sears.com again after receiving your email today........... they authorized $**.** in points in compensation,* after it was explained to them again what happened....... at least it is something.... not the $**.** I had to over pay but something...... now I hope I don't have to worry about them expiring..... **Another issue I now have with SEARS is regarding their retail locations......... is NONE of the outside entrances are designated as being Handicapped accessible....... SEARS offers no Electrified shopping carts to handicapped customers at any of the entrances.......... being handicapped.... after the online experience I have had will more than likely NEVER SHOP AGAIN AT SEARS.COM..........AND SINCE YOUR BRICK AND MORTAR LOCATIONS ARE NOT HANDICAPPED FRIENDLY......... I WILL NEVER BE ABLE TO SHOP THERE AGAIN EITHER...... but I really don't think Sears cares about customer service........ USING answering machines to answer calls for the main number of the store........RIDICULOUS..... you deserve to be going out of business................* **Elizabeth D. Bares****-***-*******In a message dated ******** **:**:** PM Eastern Standard Time, *****@***.com writes:**Dear Elizabeth ,**Thank you for your order with Sears.com!**In regard to Order *********, a credit in the amount of $**.** was issued to your account on ********. *This credit was issued because your item - Craftsman **" Wide *-Drawer Standard-Duty Top Chest - Black was cancelled.***This credit should be view-able by your financial institution within in * to * business days. *If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. *Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.**We have received your refund request for the inconvenience, Please contact the store for the same as we have limited access on store orders.**Any base points used will be automatically returned to your account. Any surprise point offers that were used can be re-used as long as the offer has not expired. If the offer has expired, it will not be able to be returned * reused to your account. To view all available offers, please log-in to your Shop Your Way Account and review what is currently available for you.**Thank you,**Armin.P**Sears Member Services
read the problem it is detailed.....
As long as the points issued today do not expire.... i need time to want to deal again maybe with Sears.com........it has been resolved. The top chest I purchased was medium quality while I only wanted to purchase the standard quality chest, as my husband is retired and only requires a tool chest for our retirement home upstate...not for work anymore....... they issued me **.** in points in compensation for the aggravation and I paid **.** additional for the upgraded quality and I am okay with that.**I do feel though Sears should look into getting electric shopping carts for their stores for handicapped elderly shoppers......... and designating one mall entrance from the parking lot where those carts will be available......... I know in my case walking from entrance to entrance in the store looking for a cart is not possible at all.........
** years as a home owning adult, and ** years as a child growing up with the Sears Robuck catalog in the hall closet.
trying this so someone might listen and make Sears customer friendly again....because right now.... your track record isn't looking too good.
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Sears.com

original Order ***********placed on June **, ****, order ********* was established via telephone with the Sears.com representative on June **th, ****
Customer service issue
Reported by GetHuman-bbwbrain
Jul 2nd, 2018 - 10 mons ago
I have an issue with Sears.com too
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GetHuman-bbwbrain started working on this issue
Jul 2nd, 2018 8:55pm
GetHuman-bbwbrain indicated the issue is not fixed yet.
Jul 2nd, 2018 8:56pm