Complaint / review / scam report
Sears Canada
Online ordering

Thought I'd give Sears.ca a try since the product I wanted was not available in their stores. Big mistake! Here's my experience:

Dec 13th: I purchased the item online (my husband's only Christmas present), charging to my credit card. My receipt said that I could expect to pick up the product at a Sears store by Dec 17th.

Dec 20th: I still had not heard from Sears (I was to receive an email when it was ready) but I was driving near the Sears store so I went in. The Catalogue department could only tell me that it was "in progress", but they didn't know what that meant.

Dec 21st: I called Customer Service (put on hold) and was told the item was "in progress", and no, they didn't know what it meant either. They put me through to a different number (and yes, put on hold again). The rep discovered that the item had never been ordered from the manufacturer but told me that she would put the order through for me -- expected pick-up date: December 27th. I pleaded for an earlier, pre-Christmas arrival, but she said it was impossible. I even asked if I could pick it up at the warehouse in Vaughan, but she said that I couldn't.

Dec 22nd: Sears calls me back -- the order did not go through again so they would have to re-order it and charge my credit card for a third time. The expected pick-up date is now December 28th.

Dec 24th: I print out a picture of the item to give to my husband Christmas morning, with a note: "Sorry, it's coming, I promise! "

Dec 28th: no email arrives to say the product is available for pick-up.

Dec 29th: the email arrives -- the product status has changed -- it's "unavailable"! No further explanation is given.

Dec 29th, 7:45pm to 8:20pm: I sit on hold on the Sears Customer Service phone line trying to get the credit for the original amount that was charged to my credit card on Dec 13th (the credit had never been processed). The agent puts it through, but I'll have to pay the full amount on my credit card bill because the credit will not be processed until my next statement period.

Btw...the item is still showing on their website, available for ordering, and now on sale!

Total incompetence!!
Author: Contact with Author

Offender: Sears Canada

Country: Canada   Province: Ontario

Category: Shops, Products, Services

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