Why is there no easy way to deal with a wrong item shipped to me?

I received the wrong item from an online order. I’m being told I will receive a return label, and they will refund my money when they get the item back. I’ll have to reorder the item at the regular price, because the sale is over. And getting back the points I redeemed with the original order will require dealing with the customer service from Shop Your Way. Why not just send me the correct item after the returned item arrives at your facility? Also, the new version of the packing slip says I can click on “Return Item” in the Order Center for my online account, but no such button exists. Much of your competition can simply look at the packing slip and look at the returned item to see their mistake, so they’ll simply mail out the correct item. Why is Sears unable to correct their mistake like that?


2 answers

  1. Hello Mit_1! 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 negative experience with your online order. It is frustrating enough to encounter any trouble with your order, much less having problems with returning the order. 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. Please send the following information – contact #, screen name (Mit_1), phone # used at time of purchase to . Thank you, Liz R. MySears Community Moderator

  2. Hi Mit_1,

    Thank you for joining the MySears Community!

    We appreciate you sharing with us your negative experience and feedback in regards to returns. If you would like to provide feedback on this issue you can click on Feedback on our Sears website. Here you can voice your opinion on how our return policy affects you as a valued customer.

    Thank you and please keep us updated on your return!

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