» Furniture & Equipment » Complaint / review: Sears Canada - Order Placed but never was received | #2435

Sears Canada
Order Placed but never was received

Placed an order for a queen sized mattress on November 19, 2011. It was on sale and for a good price. I chose Dec. 3, 2011 for the pick up date at the local store in Surrey, BC. The day came and went with no word from Sears the item was there to pick up. I called customer service on Dec. 4 to find out the status and was told at that point there was a delay. After getting many excuses and them telling me they could not really tell me when the item would come in I asked to speak to a supervisor. The mattress at that point had never left the manufacturer. The lady at that point e-mailed the manufacturer to try and find out the status with me firmly stating I really needed this matterss by Dec. 10. I was told we should know more in a couple of days. I was also told we would receive compensation for our troubles. Well, two days passed and no word. So I phoned again on the following day to get an update. I was told by this lady that the item was on route and should arrive in 3-5 days. I asked for a more specific date to pick up. She said again in 3-5 days. I then asked her about how much compensation I would get for their item being late. She then proceeded to tell me how to show my credit card and pick up the item. I again asked her about how much money I would get as a credit and she looked in the computer and told me to phone this number to find out about the compensation. Ready for this... she gave me MY OWN CELL NUMBER. I at that point was furious and demanded to speak to a supervisor again. The supervisor came on and we went through the whole process once again. This supervisor informed me that the item HAD NOT left the manufacture yet and was not looking good. When I asked her why the other lady told me it had and would be there in 3-5 days she could offer no explanation why. I then told the supervisor about the compensation thing and how she gave me my own number. The supervisor was flabbergasted as get this one... the lady I had spoken to that gave me my number is in the Phillippines and supposedly they do not have access to the "notes" section where my cell number was provided. Explain that one. So after trying to figure out what was going on and getting no where we cancelled the order and they were sending me a small gift card as a token of good will. So last night I get home to find an e-mail stating they could not cancell the order as it was in process. I'm like fuming once again and call again today as I tried to phone last night and was told by a supervisor that customer service had to cancel it as it had not yet been cancelled according to her screen. So I phone and go through the process with customer service and after a bit she says yes it has been cancelled and so I told her about the e-mail and the phone call last night and she says it had been cancelled. I hang up but am still feeling unsettled and want to talk again to a supervisor to confirm so I phone back and ask for a supervisor but this time they DO NOT put me through to a supervisor - almost like delaying me not wanting to put me through which I am still irritated about but still say it has been cancelled so I guess we shall see. Meanwhile we are mattress shopping again, but I can promise you this... it will not be from Sears!


Company: Sears Canada

Country: Canada   Province: British Columbia

Category: Furniture & Equipment


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