Author Topic: Why Sears is going to go bankrupt!!!  (Read 7189 times)

Online AsherO

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Why Sears is going to go bankrupt!!!
« 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:
  • The item is discontinued so they can't sell it anymore
  • I never paid for the item
  • There was a snowstorm, and the item wasn't ready for delivery on the scheduled date
  • An audit was initiated by a department that ensures orders get fulfilled on a timely basis (WTF does that mean and how does that explain my delay)

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:

  • The Sears Outlet store - They say they shipped my order and it's out of their hands
  • Sears Outlet customer service - They say it's Delivery's fault
  • Sears Delivery - They blame all the others on this list and try (unsuccessfully) to call the other departments to resolve the issue
  • "Sears Solutions" - the CSR actually conferences all the above departments and they couldn't resolve the issue....
  • Sears Fraud Department - They don't know why the other departments see the audit, they removed it
  • Unreachable:
    • Sears Offline - The department that's supposed to remove the audit
    • Sears CrossDock (or is it CrossStock) in Syosset, where my item is physically located.
    • Their (non-existent?) social-media team never responded to my inquiries. SearsCares, yeah right...

I've been constantly and consistently lied to and misinformed, as follows:
  • My order confirmation links to this page which promises a call three days before my scheduled delivery date, and another call the night before. I've had several delivery dates and never received any of these calls.
  • My Sears.com order status page says my order is in transit, there's nothing there about it being pending or on hold
  • They've already requested my audit be removed 8-10 times, the first request was on 01/29/15, it was supposed to take 24-48 hours
  • Several times I was promised a $100 giftcard in compensation, it never made it to my email (I checked spam as well)
  • They gave me the wrong tracking number for the freight company that carried my order to Syosset
  • My credit card wasn't charged for the order, it's just pending (It's clearly on my Amex statement which already closed)
  • I was promised multiple callbacks from supervisors, they never bothered calling me back
  • I was given multiple dates as the latest possible date I can expect my item to be delivered, these dates have come and gone
  • The CSR tells me: "Here's a number you can call:" and reads me back my own phone number...
  • I ask a question, the CSR puts me on hold, after 10 minutes on hold the CSR comes back with more information about my order that doesn't answer my question at all

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
« Last Edit: February 10, 2015, 06:20:23 PM by AsherO »
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Offline Emkay

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Re: Why Sears is going to go bankrupt!!!
« Reply #1 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

Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #2 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.
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Offline Emkay

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Re: Why Sears is going to go bankrupt!!!
« Reply #3 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

Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #4 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).
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Offline Red

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Re: Why Sears is going to go bankrupt!!!
« Reply #5 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.

Online skyguy918

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Re: Why Sears is going to go bankrupt!!!
« Reply #6 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).

Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #7 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.
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Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #8 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.
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Online ilherman

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Re: Why Sears is going to go bankrupt!!!
« Reply #9 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.
You can say what you think when you think what you say.

Online ilherman

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Re: Why Sears is going to go bankrupt!!!
« Reply #10 on: February 10, 2015, 02:44:45 PM »
Here i another email add to try...

webcenter@customerservice.sears.com
You can say what you think when you think what you say.

Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #11 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".
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Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #12 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.
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Offline E

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Re: Why Sears is going to go bankrupt!!!
« Reply #13 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)

Online AsherO

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Re: Why Sears is going to go bankrupt!!!
« Reply #14 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?
My barber needs your support, hes a real sweetheart.

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