- Lockport, IL
Fool me once, shame on you
On 12/30/13 I ordered an 18 piece socket set from the Sears Outlet web site. I selected shipping during checkout as the delivery method. A charge of $20.33 posted to my credit card 12/31/13. Two weeks later I still had not received the item, so I emailed customer service. I received the following reply:
Thank you for contacting SearsOutlet.com. I am more than happy to be able to assist you today! I know how frustrating it can be to have no information on an order. I contacted our Outlet in Darien and spoke with the manager. They stated that they did not actually have the item in stock and the order should’ve been canceled. The manager stated that he will cancel the order and credit back the full amount back on your card. I checked online and found the we are showing that our Sears Store in Orland Park has the item available for $19.93. If you would like to purchase that one we can credit the difference on the order back down to the cost of $12.88 that your last order was for. All you would have to do is place the order online and provide us with the new order number and we can apply the discount. I hope this helps!
Willing to overlook the fact that no one bothered to tell me or refund my money on an order that they could not and had no intentions of fulfilling (my mistake), I followed the instructions provided by customer service and placed the order online and selected store pickup. This afternoon I drove to Orland Park and when the associate at merchandise pickup brought the 18 piece socket set out, there were only 9 pieces. That’s correct, only 9 of the original 18 were present, below sold at the “low” price of only $19.93. I informed the associate I did not want a half complete set, and there was no indication it was such online. I did not accept the item. He instructed me to go back to the website and cancel my order. I did so when I returned home, only to find that there is no way to cancel this order, as its status indicates “shipped.” I now have an additional charge on my credit card for $21.68 for an item that is grossly not as advertised.
Sears: you have burned me for the last time. I expect both the $20.33 and $21.68 charges for merchandise I never received or accepted to be reversed from my credit card immediately. This has been a complete and utter failure on the part of Sears to fulfill these orders. The only part of this process that worked reliably every time was charging my credit card. I am done purchasing tools from Sears.