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DansDeals Forum => Just Shmooze => Topic started by: AsherO on February 10, 2015, 12:56:57 PM

Title: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 12:56:57 PM
Short version:
Sears can't figure out how to get their IT-Systems to allow my order to be delivered.

Long version:

On 1/18/2015 I placed an order on SearsOutlet for a floor model stackable-Washer/Dryer, I got a great deal, ~50% off even after their steep deliver cost. My card was charged immediately, I was expecting my item on 01/27/2015.

Turns out I used my delivery address as my billing address, but my CC actually had another address on file. Someone from Sears called and asked me a few questions and told me the issue was resolved, Right?.... Wrong!!!

There was a big snowstorm in the NY area on the 25th/26th/27th (?), so when I called and asked, they told me my delivery would be postponed a few days. Meanwhile, the SearsOutlet store with my item shipped it on the 1/27/15, and it arrived in a Sears warehouse in Syosset NY (less than 20 minutes from my house) on the 1/29/15.

Since then there has been an audit/pend-code on my order (I suspect this is because of the "fraud" issue above, which was never removed in their delivery system).

I've spent countless hours on the phone, Sears CSRs, supervisors, and computer systems are all incompetent, here are the reasons they have given me for the audit:

I've spoken to supervisors in all of the following offices, and all they can do is write an email/message requesting the audit been removed, everyone blames a different one of the following offices/departments:


I've been constantly and consistently lied to and misinformed, as follows:

All they can offer is to keep sending requests to remove the audit, the new timeframe is 3-5 days, and if it isn't removed then (they aren't embarrassed to tell me this) I can wait another 5 days.

The internet is full of such stories, unfortunately I'm far from the only one.

In summation, it doesn't matter how much real-estate Sears owns, their mismanagement and fragmented departments/IT-systems is going to take them down.

Inspired by Why I hate the USPS (http://forums.dansdeals.com/index.php?topic=46693.0)
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Emkay on February 10, 2015, 01:06:54 PM
i have had success writing to shc@customerservice.sears.com
though it seems like they have a bone to pick with you
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 01:09:49 PM
i have had success writing to shc@customerservice.sears.com
though it seems like they have a bone to pick with you

I emailed "searsservice@searshc.com" (same/different?) and they replied:

Quote
Asher,
 
Thanks for reaching out to us. Sears Outlet issues must be communicated through the Sears Outlet team. At this time we do not have an update in regards to your delivery. Please contact 877-927-7957 for further assistance.
 
Thank you.

Mind you that is the number to Sears Delivery, not Sears Outlet.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Emkay on February 10, 2015, 01:24:34 PM
I emailed "searsservice@searshc.com" (same/different?) and they replied:

Mind you that is the number to Sears Delivery, not Sears Outlet.
Dunno, I had three issues and they resolved them all (more or less)
And gave me generous compensation. It only took me 3 Months to resolve my issue
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 01:30:56 PM
Dunno, I had three issues and they resolved them all (more or less)
And gave me generous compensation. It only took me 3 Months to resolve my issue

I'm looking forward to generous compensation, but I doubt it'll happen. I think it would be reasonable for Sears to refund my CC charge and deliver my order tomorrow (16 days late).
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Red on February 10, 2015, 01:49:36 PM
Try blueribbonservice2@searshc.com they seem to be able to solve many issues. They contacted me after I filed with the BBB.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: skyguy918 on February 10, 2015, 02:00:27 PM
  • The CSR tells me: "Here's a number you can call:" and reads me back my own phone number...
Lol, easily my favorite part of the story (sorry for laughing at your story, but you gotta admit, that part is pretty funny).
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 02:04:48 PM
Lol, easily my favorite part of the story (sorry for laughing at your story, but you gotta admit, that part is pretty funny).

It's not funny when compounded with anything else. She tells me she's reading to me from a note in their system. "Let me put in a note" or reading notes back to a customer is a very poor business-process, especially when said notes are typed by incompetent CSRs.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 02:09:47 PM
i have had success writing to shc@customerservice.sears.com
though it seems like they have a bone to pick with you

Already got a response, albeit not the most helpful one, thanks.

Try blueribbonservice2@searshc.com they seem to be able to solve many issues. They contacted me after I filed with the BBB.

Let me try them, I'll try blueribbonservice@searshc.com as well.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: ilherman on February 10, 2015, 02:39:05 PM
Well, I've had such kind of stories with them in the past and got no where. Number one problem is that most call centers are based in India..... And even you do get a local rep they are highly incompentent. I've had items that were never delivered to me and I was promised that a refund will be given, after seeing no refund I called them up and they claimed that they did give me a refund on their end after going bacl in forth will all dept mentioned above I got no where. I just disputed the charge.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: ilherman on February 10, 2015, 02:44:45 PM
Here i another email add to try...

webcenter@customerservice.sears.com
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 03:12:39 PM
Well, I've had such kind of stories with them in the past and got no where. Number one problem is that most call centers are based in India..... And even you do get a local rep they are highly incompentent. I've had items that were never delivered to me and I was promised that a refund will be given, after seeing no refund I called them up and they claimed that they did give me a refund on their end after going bacl in forth will all dept mentioned above I got no where. I just disputed the charge.

I get mostly US-based CSRs, but one call center with US CSRs sometimes transfers me to a lying Indian-sounding "supervisor".
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 03:13:13 PM
Here i another email add to try...

webcenter@customerservice.sears.com

Thanks, lets see how my current emails pan out, I don't want to end up confused about who's who and who's calling me back about what.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: E on February 10, 2015, 03:21:00 PM
the only way to deal with searsoutlet is to go pick up yourself (don't go before confirming with at least 2-3 people that product is actually there)
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 03:24:11 PM
the only way to deal with searsoutlet is to go pick up yourself (don't go before confirming with at least 2-3 people that product is actually there)

They actually managed to get my item to a warehouse that's supposed to deliver it to me. Or is that just false hopes...

I mean, why do they have a website selling thousands of items for delivery if they aren't willing/able to fulfill? Or am I misunderstanding you, you're talking about quality, i.e. getting a working item?
Title: Re: Why Sears is going to go bankrupt!!!
Post by: E on February 10, 2015, 03:25:18 PM
They actually managed to get my item to a warehouse that's supposed to deliver it to me. Or is that just false hopes...

I mean, why do they have a website selling thousands of items for delivery if they aren't willing/able to fulfill? Or am I misunderstanding you, you're talking about quality, i.e. getting a working item?
I went to pick up my washer dryer ad ended up getting for free, they are so confused !!
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 03:26:48 PM
I went to pick up my washer dryer ad ended up getting for free, they are so confused !!

Too late for free, they've been holding my money for almost a month now...
Title: Re: Why Sears is going to go bankrupt!!!
Post by: caliheat on February 10, 2015, 04:05:27 PM
Too late for free, they've been holding my money for almost a month now...
Hope you get this resolved ASAP!
What a bunch of Morons!
Title: Re: Why Sears is going to go bankrupt!!!
Post by: username on February 10, 2015, 05:12:23 PM
.... Meanwhile, the SearsOutlet store with my item shipped it on the 10/27/15, and it arrived in a Sears warehouse in Syosset NY (less than 20 minutes from my house) on the 10/29/15.

Time warp? ;)

Maybe Sears just got the Y2K bug.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: caliheat on February 10, 2015, 06:08:20 PM
Time warp? ;)

Maybe Sears just got the Y2K bug.
If Sears can screw up on a corporate level, 1 human being is entitled a typo  :P
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 10, 2015, 06:19:02 PM
Time warp? ;)

Maybe Sears just got the Y2K bug.

That's just to illustrate how preturbed I am by the situation...

Will modify my op.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: alpicone on February 10, 2015, 07:45:41 PM
I am in middle of a similar situation. Ordered a vaccum cleaner for store pickup. Web site says shipped. CS says I picked it up already. No one can tell me where it actually is. At least they didn't charge my CC yet which makes me think the order was never actually fulfilled.

With most of my sears screw ups I usually have luck talking with HR. For some reason they are helpful.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Ergel on February 10, 2015, 09:07:17 PM
I ordered a patio set. And when I went to pick it up they couldn't find it. Lady at the store was extremely nice. Gave me a nicer set and refunded a bunch of my order. It was extremely nerve racking as it was erev shabbos.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: ChaimMoskowitz on February 11, 2015, 04:55:47 AM
I know many are upset with Sears incompetence but that is what makes them one of my favorites.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Emkay on February 11, 2015, 05:10:38 AM
I know many are upset with Sears incompetence but that is what makes them one of my favorites.
I could have sworn you were gonna come out of right field with that
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Freddie on February 11, 2015, 08:55:59 AM
I know many are upset with Sears incompetence but that is what makes them one of my favorites.

Hmmmm. Gears are turning.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 11, 2015, 11:53:35 AM
I know many are upset with Sears incompetence but that is what makes them one of my favorites.

I agree, milk them for what they're worth! The only people you're "stealing" from is people who are stupid enough to still:
1. Work for Sears
2. Invest in Sears
3. Lend money to Sears
Title: Re: Why Sears is going to go bankrupt!!!
Post by: ChaimMoskowitz on February 11, 2015, 11:55:23 AM
"Stealing" is harsh.  :-[
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Freddie on February 11, 2015, 11:56:18 AM
I agree, milk them for what they're worth! The only people you're "stealing" from is people who are stupid enough to still:
1. Work for Sears
2. Invest in Sears
3. Lend money to Sears

Cool, how do you steal from Sears? Chaim, kenst shreiben af Yiddish oib du vilst.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 11, 2015, 11:58:07 AM
"Stealing" is harsh.  :-[

Even with the quotes? Sorry, didn't mean it offensively.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: doodle on February 12, 2015, 01:30:04 AM
Cool, how do you steal from Sears? Chaim, kenst shreiben af Yiddish oib du vilst.
   ;D ;D ;D
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 12, 2015, 12:47:48 PM
It's reportedly out for delivery today, let's see what happens.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 12, 2015, 05:16:24 PM
It's reportedly out for delivery today, let's see what happens.

It got delivered but not installed, BH. Thanks all for your help.

More chaos and confusion:
1. Delivery time scheduled for 2-4pm.
2. I call at 12:30pm and they say eta 2:30pm or so.
3. At 1pm the guy calls and says he's 5 minutes away
4. The delivery people refuse to install it.
5. Sears still isn't sure whether they'll send someone to install it, reimburse the installation, or what.
6. I requested a full refund from the person whose been helping me, I'm still waiting for her to get back to me on that.
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 16, 2015, 04:58:34 PM
So they don't think they have someone to install it, but are willing to reimburse me:

Quote from: email from Sears
I am still working on requesting installation. If you feel that it would be faster to find your own installer, we can reimburse you for installation if you send the bill to me.

How much can I get away with billing them for installation? Can I get someone to do it for $800 and send them the bill?
Title: Re: Why Sears is going to go bankrupt!!!
Post by: Red on February 16, 2015, 05:03:51 PM
Quote from: email from sears
I am still working on requesting installation. If you feel that it would be faster to find your own installer, we can reimburse you for installation if you send the bill to me.
Is that email from blue ribbon service, or regular CS?
Title: Re: Why Sears is going to go bankrupt!!!
Post by: avromie7 on February 16, 2015, 05:05:54 PM
So they don't think they have someone to install it, but are willing to reimburse me:

How much can I get away with billing them for installation? Can I get someone to do it for $800 and send them the bill?
I can do it for $2500  :P
Title: Re: Why Sears is going to go bankrupt!!!
Post by: AsherO on February 16, 2015, 05:10:55 PM
Is that email from blue ribbon service, or regular CS?

SearsMemberServicesC@searshc.com, but it's not at all their first email.

I can do it for $2500  :P

I doubt they'd pay it though...