Should I Fear Sears.com?

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Should I Fear Sears.com?

Posted by Martin on April 17, 2008 at 1:24pm in Announcements

So I needed a vacuum cleaner, did some research and found the PERFECT model. But no local store carried it. Failing to "buy local", I went online and found various prices. The lowest ones were from companies I wasn't familiar with.

Sears had it and would ship to the Cottonwood store free of charge. I went with the company I knew and trusted, ordered online, received confirmation with a confirmation number and a delivery date of 4/16. They also took more than $500 out of my checking account.

Come Wednesday afternoon, the 16th, I called the Cottonwood Sears to check on the vacuum, (and was hung up on three times by their automated phone system...try it yourself, 922-7200.) Not only had it not shown up, they had no record of it being ordered. After 45 minutes on the phone with local and non-local Sears people, I was told that the order had not processed. Of course, it had "processed" enough to take my money.

Cancelled the first order, ordered again...with the new money taken out of my account within minutes.

A google search showed that this is not uncommon with Sears.com. The worrisome part for me is how many people never get a refund for the "unprocessed" order. So has anyone else gone through a similar excercise, and if so, have you received your refund? Or is this just an anomaly and a sign that I need a karma recharge?

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Replies to This Discussion

Permalink Reply by Drew on April 17, 2008 at 1:51pm: I would suggest you use a credit card next time when making a purchase online. I thinks it's harder to get your money back when a debit card is used. I wouldn't worry too much about losing your money to Sears. I'm sure as long as you have your bank statement showing the money debit and the order sheet with your confirmation, you should be fine. What kind of vacuum did you buy for $500? Did you get a Dyson, because they have them at Target for the same price as everywhere else.; ▶ Reply to This

Permalink Reply by Martin on April 17, 2008 at 1:57pm: Since I posted I've found out that Sears is shipping the make-good order to the wrong address!

Getting more worried.; ▶ Reply to This

Permalink Reply by Doug R on April 17, 2008 at 1:54pm: They only reply I have is try Oreck next time.; ▶ Reply to This

Permalink Reply by Spring Griffin on April 17, 2008 at 2:48pm: Here is a story I just read on consumerist.com about a customer's awful experience with Sears customer service. This story is about a faulty product rather than a delivery issue but there is a phone number at the end for Sears' public relations department if you get nowhere with regular customer service channels.; ▶ Reply to This

Permalink Reply by Martin on April 17, 2008 at 3:20pm: Thanks. Hopefully I won't need it...I just want to vacuum the floors.

What really bothers me is that I chose Sears based on reputation, not price. (I had wanted to buy from a local store but no one had the product and would not order it.) Now every fear I had about using a "bargain" company on the internet is coming true.; ▶ Reply to This

Permalink Reply by logdog on April 17, 2008 at 3:29pm: I have had several bad experiences with Sears. It's a shame because they used to be a trusted company with great products. However, it seems that around the time they acquired K-Mart, they also adopted K-Mart's customer service attitudes. I will never shop at Sears again. Having said all that, the last time I had a problem with Sears I sent a series of e-mails via the Sears.com web site until I got the attention of a manager. It took awhile but they finally resolved my issue. Persistence pays.; ▶ Reply to This

Permalink Reply by Brendan on April 17, 2008 at 5:14pm: I had a similar experience with an online retailer many years ago. I ordered a CD-ROM and they charge me for it immediately, but it was on backorder and they couldn't ship it for weeks. When I canceled the order they wouldn't issue a refund. At my wife's suggestion I contacted my credit card company. After filling out their form, the CC company stopped payment, read the riot act to online retailer, and it was quickly resolved. Evidently it was a violation of VISA's terms for them to charge my account before the item has shipped. It only takes a few such complaints before there are serious consequences for the retailer engaging in such practices. Please do your part and report this incident to your CC company. It will resolve your financial liability and force Sears to shape up so the next person down the line won't have the same problem.; ▶ Reply to This

Permalink Reply by Martin on April 17, 2008 at 5:20pm: T'were it that easy...I'm weening myself off credit cards, so this was paid for with a debit card. No such safeguards there.; ▶ Reply to This

Permalink Reply by Brendan on April 17, 2008 at 5:38pm: Call your bank- they hold similar sway. This is a good reason to use a credit card, though. Just be sure to never spend more than you can pay in full when the bill comes in. Then your CC becomes a short term interest free loan (and builds your credit rating).; ▶ Reply to This

Permalink Reply by mombat on April 20, 2008 at 9:29am: I have a Visa check card that comes directly out of my checking account, so that you get the trail generated by the credit card without the other stuff.; ▶ Reply to This

Permalink Reply by Jacqui Lewnes on April 17, 2008 at 6:13pm: Martin, Do tell, which vacuum won your heart??; ▶ Reply to This

Permalink Reply by Dr Dan on April 17, 2008 at 6:23pm: whenever I need anything from sears.com, I go to the store and use their kiosk, and have their salesman help out, Ive never had a big ticket item like yours but i feel safer doing it that way; ▶ Reply to This