- Santa Clara, CA
How can the Xbox One be arriving from all other retailers but Sears is saying to wait 2 weeks for it’s pre-orders to arrive?
This has to rank as one of the worst online customer service experiences of my life.
- When I received no shipping information yesterday, I was told by Sears.com customer service that I should still receive my Xbox One that I pre-ordered back in mid-July on Friday. How I could receive it one day later if it hadn’t even shipped yet?
- Today, my order was updated to say I would receive my Xbox One between Nov 30 and Dec 3rd, while Amazon, Best Buy, Gamestop and other big box retailers had their Xbox One’s being delivered today, as many people confirmed online. The reason I was given: “high demand”. What does high demand have to do with a pre-order not being filled? You confirm with the manufacturer you’ll get a certain amount of units and you allow pre-orders for those units and then stop when you have no more. How can that be screwed up?
- I called to have this confirmed and was told yes, 12/3, 2 WEEKS after my pre-order was due to arrive, is when I’d receive my Xbox One. This time, I was told the units hadn’t come from the manufacturer yet. Somehow, Sears is the only store I’ve heard of that hadn’t gotten their units. I then realized that my shipping was also still ground, to have my shipping upgraded to make up some of the error and lost time is the least that Sears.com should do. It’s bad enough you can’t fulfill pre-orders that have shipped everywhere else, but then you’re still shipping my item by ground? I was told that the process to have my shipping upgraded is to wait until I have shipping confimation and THEN it could possibly be upgraded. How does that make any sense, how can shipping be upgraded WHILE it’s in transit?
- Finally, I called back this evening, hoping someone could actually help with the shipping and after being told this time that it’s not even possible to change the shipping on an order after it’s been placed (terrible), I asked if a manager could please look into having this manually changed, as I’m losing a week already and going to lose another in shipping. After being placed on hold, the customer service person came back and said she “passed my message along” to a supervisor and they would let me know if my shipping upgrade request could be fulfilled in 48-72 hours BY E-MAIL!
I have never been treated this poorly as a customer online in my entire life. This is really shameful service and unless I get a confirmation e-mail saying my Xbox has shipped, at least 2 day air, I will be posting on every message board I know of for people to never pre-order any items online with Sears.com.
I can’t wait for the robot-generated, generically cheerful yet apologetic posted reply I get from Sears that offers no real help or to even look into my issue.