Question

My order never arrived the tracking number is invalid and I keep being told to wait . . . wait

I ordered a sofa on 01/23/13 and received a confirmation with a tracking number stating it will arrive on the 31st. The tracking number was invalid. I called on the 29th to request a valid tracking number and was told they couldn’t give me a valid number but it will be there on the 31st. On the 1st I called because the sofa did not arrive. I was told they are going to have to forward it to the fulfullment center and expect a response by the 7th. I called on the 7th and was told to wait another 5 – 7 days. I felt so confident ordering a sofa from Sears online. Now I feel like I’m being taken advantage of and of course Sears has had my money this whole time.

Answers

2 answers

  1. Stressedoutmom1983, My name is Liz and I am a member of the Sears Cares Escalations team I saw your post today and wanted to reach out to you to offer our assistance. I am very sorry to see that you had such a disappointing experience with your online order. It is frustrating enough to encounter any trouble with your order, much less to receive an invalid tracking number. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. At your convenience please contact our office via email at smadvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your MySears screen name (Stressedoutmom1983) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon. Thank you, Liz R. MySears Social Media Moderator

  2. Hi Stressedoutmom1983!

    Its great to have you with us in the MySears Community as a new member.

    I totally understand how upsetting this situation has been, as well as expecting to have your sofa delivered on the date that was specified to you.

    My hope is that we can help you get this issue resolved by escalating to one our Sears Cares team members where they can personally look into this further.

    Please check back for a reply from them offering their assistance to you.

    Thank you!

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