Sears Unable To Fulfill Black Friday Online Orders, How About Something Crappier Instead?

The deep discounts some retailers offered on Black Friday are biting them in the ass – they were too popular and can’t fulfill all the orders. Some are trying to scramble to offer alternative deals, but since they can’t compare, they smell like bait and switch… and now that it’s been almost a week, bait left over from last Friday sure don’t smell too pretty. Here’s what reader Ian has to say about Sears failure to sell him a TV at advertised price…

I bought a 46″ Sharp LCD TV online at for $999.99 on Thursday night (11/22) because I saw the offer advertised for the Black Friday Sale. I figured they’ll probably offer the same deal online, and I don’t have to wake up early to fight the crowd. I can order it in the comfort of my own home. I placed the order, which went through and the website indicated to me that this item was in stock and ready for delivery (otherwise the order would not go through, right?). After finalizing the order, it indicated that the TV would be delivered on the following Sunday (11/25). Well, it’s now Thursday and I don’t see a new TV in my living room. In fact, I have been on the phone doing battle with their famous customer service reps trying to track down my TV.

After having made several calls to them, the conclusion was that they’re out of this particular TV, and it looks like they won’t be able to deliver the same TV any time soon. So instead they’re offering a 10% discount on any other TV. After doing some research on their website as well as other stores that carry flat screen TVs, I can’t find a deal that even comes close to the initial offer. $1000 for a 46″ LCD TV made by a reputable manufacturer is just unheard of, and Sears won’t be able to honor it. Now they’re forcing customers who have made similar purchases to buy a more expensive TV. Do the terms “breach of contract” and “bait and switch” mean anything to Sears? My Brother-In-Law made the same purchase as well and he’s getting the same runaround treatment.

So for any of you who are considering buying anything from Sears…DON’T. Sears is the epitome of what is wrong with Corporate America. Their primary concern is profit and have a blatant disregard for ethical business practices and preserving a brand image. I was a lifetime Sears shopper until this last purchase. Never again.


Ian Y,

(Photo: lisa scheer)


Edit Your Comment

  1. b612markt says:

    Good grief. I’m not a super database genius webguru, but it seems like a big giant company like Sears should have some simple inventory control on their website. On I can see exactly how many of an item are left..

  2. socalrob of the 24 and a half century says:

    Didn’t their website go down on black friday? I doubt with their declining sales they were prepared to have a high demand on anything they sell.

    Sounds though like the BBB is going to be contacted regarding this. If you guys already paid for, have been charged for, and are waiting for this television, sounds like a breach of contract and bait and switch like mentioned.

    This should be good…

  3. woogychuck says:

    It wasn’t much better in the stores. I woke up at 4:00am to wait in line at the local Sears. I purchased the same 46″ Sharp Aquos TV.

    When I arrived at the merchandise pickup area, I was told that there were none left. I then had to wait in line again to speak to an associate who then tried to sell me the 52″ Aquos at more than twice the price. Finally, they said that I could get store credit and it took me nearly 15 minutes of arguing to get a refund to my credit card.

  4. Parting says:

    Ouch, service is going downhill. How difficult is to track your inventory? Company should not be selling a product that they don’t have in stock.

  5. headon says:

    Sears is the worst, well second to worst, we still have wallmart to consider.
    Wait, I take that back. Sears you win the first annual “Crappier Than Walmart Award.”

  6. CumaeanSibyl says:

    @socalrob: I think you’ve got a good point. This is the difference between a living company and a dying one:

    A living company, having suffered an extreme decline in sales, runs repeated load-tests and ensures adequate supplies of stock for the Black Friday sale in order to take full advantage of the hype. They plan optimistically and push hard to establish great customer service and great deals, on the one shopping day of the year where they’re guaranteed to pull in at least some interested customers. Because of their good performance, they redeem their brand image in the eyes of at least some consumers.

    A dying company, in the same situation, fails to take such precautions — out of pessimism, technical ignorance, or plain old laziness — and suffers even worse losses as a result. The consumers who came looking for deals went away angry, and told everyone they knew. The brand’s deterioration accelerates after an event that could have acted as a shot in the arm.

    Looks to me like Sears is dying…

  7. marsneedsrabbits says:

    A previous story a few entries down asks: What’s Wrong With Sears (here: []) and the one from yesterday, titled Why I’m Never Shopping At Sears Again ([]) is a veritable laundry list of Sears horror stories…
    I just have to ask: does anyone think Sears is listening?
    If they listen, do they care enough to change things?

  8. scoosdad says:

    While not exactly a Black Friday purchase, I got online with Sears on Saturday morning and ordered a new stove, a fairly popular model that was #2 in Consumer Reports’ ratings last year and #1 this year. It was on sale last weekend for $150 off, and then another 10% off that if I ordered before noon on Saturday.

    The only glitch was that next day delivery was promised, then promise broken, and so delivery was rescheduled for Monday. I made plans to work at home on the delivery day, and I happened to check the order status late Sunday night again, only this time the delivery had been changed to Wednesday. I checked my email and there was nothing about the delivery date being pushed back again, but there was an email from Sears apologizing for not being able to do the next day delivery due to heavy volume, and they’re sending a $50 gift card for the inconvenience.

    On delivery day I worked at home and the stove showed up two hours prior to the confirmed delivery window. I gave the driver a good natured hard time about that, but I guess I shouldn’t complain that something happened early, especially from Sears. At least he called before he came to make sure someone was actually here. He said if not he would have come back during the delivery window anyway.

  9. The Bigger Unit says:

    I smell an email carpet bomb.

  10. newtonite says:

    From two emails about an order for an item purchased on sale that they canceled and, well it’s self explanatory:


    Unfortunately, with the exception of the Gift Card, we were unable to process the rest of your order, causing that part of the order to be cancelled.
    We do appreciate your business, and would like the opportunity to arrange a new order for you. Please contact us at 1-800-349-4358 and one of our Online Care Associates will be happy to assist you in placing a new order. You may also replace your order at If any price increases or sales have concluded since your first order was placed, simply reply to this e-mail with your new order number. We will adjust any prices to reconcile with your original order.

    and the conclusion:
    We apologize for the difficulties that you have experienced. Unfortunately, we can’t give you the sale price for your order. Again, we apologize for the inconvenience.

    What a waste of everyone’s time!

  11. sven.kirk says:

    First, it is only “bait and switch” or “breach of contract” when your CC/bank account has had the money withdrawn and send you a lesser product.

    Secondly, most reputable online companies, will only take the payment out of your account when the item ships actually ships out. Not when you pay for it at your “checkout” page The OP never said if this happened. Not just a “checkout” page.

    Finally, and most important. A $1000 46″ tv. How many do you think that they have able to ship? I haven’t seen the actual sake page, but it is safe to say quantities were limited.

    If you wanted it that bad you would have gotten in line for it. But you would still have complained because they pulled all the products from in the store, just to fill online orders only.

  12. invaderzim says:

    On a smaller scale… BestBuy sold a bunch of the 14.99 games from the BF add on-line. Four days later the ‘not in stock’ emails started hitting my email box. I don’t really care if I get them or not… but the funy thing is that I received a ‘BBuy on-line ordering’ survey this evening.

    TRU and Amazon came through 100% – everything shipped!

  13. stopNgoBeau says:

    @sven.kirk: I think the point was that they confirmed his order after checkout. If the products weren’t available, they shouldn’t have allowed him to check out. Furthermore, since he bought the items on THURSDAY, the 22nd, they should not have been available for people to walk out of the store with on FRIDAY, the 23rd. Put a “Sold” tag on that puppy, he already bought it.

  14. almsthere says:

    One has to remember that Sears is owned by one of the original bait & switch companies….Kmart! You can’t really expect service or even the prices advertised when the corporate owner runs out of it’s own advertised specials 30 seconds after the print has dried on their advertising.

  15. Cary says:

    Who does Sears think they are?

    This sounds more like K-mart than… oh wait…

  16. sauceistheboss says:

    @sven.kirk: If they confirm the order, and then are unreasonable late on the estimated delivery date, I would be mad. But then to offer a paltry 10% discount on another TV is absurd. Does sven.kirk work for Sears???

  17. goller321 says:

    Best Buy does this stuff all the time. I ordered a laptop from them and they charged my credit card not once, but twice and then refused to fulfill the order taking over a week to credit the card. Meanwhile I was sitting with almost $4000 in charges on my card. Had I not realized what they had done, I could incurred a lot of overage fees or had my card declined at an inopportune time.
    I tried the BBB and the AG for Minnesota (their home state) but neither was very interested. I just wish we had a Mark Spitzer here in WI looking out for consumers’ rights…

  18. justonepost says:

    i work in the back room at sears. i can tell you exactly what happened. we have orders to confirm EVERY online sale. doesn’t matter if we have the item or not. it makes our store numbers look bad if we turn down a sale. what should of happened was the guys in the back tell the office that we sold something we don’t have and their suppose to call you right then to work out a deal with you. aka up sale you. so what you got was par for the course, just delayed. this stuff happens ALL THE TIME at sears. luckily with sales the way they are it wont be a issue too much longer. of course it will be sad not getting paid to surf the net for 4 hours a night when the store is dead.

  19. goodkitty says:

    @headon: Really? At least with Wally you expect to be scraping the bottom of the barrel… with Sears I’ve come to just expect utter disappointement, so in my book they’re below Wal-Mart. Though K-Mart occupies a special place below the realm of human beings… certainly Dante was channelling a blue-light special when he wrote the Inferno.

  20. Major-General says:

    @b612markt: Funny, you can’t on Best Buy. Or with accuracy with Wal-Mart. I could talk about some things going missing that were in inventory, but won’t.

  21. endless says:

    Bad show on sear’s part.

    but, i can’t say i feel too much sympathy for this guy. So he has to wait for his 46″ tv he got for somewhere around half off because he was too lazy to go out on friday? oh em gee i feel so soooorrrry for you.

  22. Woofer00 says:

    In other news, Sears recently posted a 99% drop in profits. Could there be a connection?

  23. CumaeanSibyl says:

    @sven.kirk: No, bait-and-switch doesn’t require that you take a customer’s money for one product and give him another. It only requires that you offer a product for sale that you have no intention of selling, in order to encourage buyers to pay more money for something else. Since Sears didn’t make sure that their website blocked orders for sold-out products, they effectively pulled a bait-and-switch scam even if they had no intention of doing so.

  24. camman68 says:

    @endless: Maybe he would have gone to the store to get the TV if they hadn’t processed his order and told him it was ready for delivery.

  25. legerdemain says:

    @b612markt: Sure it seems like they would have that. And yes, there is a system, and yes, there is a field that is populated with a number, and yes, that field is labeled as representing the quantity of items in stock, but you’d be mistaken if you believed that number had any relation to the actual number of items to be found within the store.

    Of course, it’d be perfectly reasonable to expect a variance for small items, like loose Craftsman sockets. I’m telling you that there are significant variances on things like lawn tractors and big-screen televisions. During my time there, I learned that it was foolhardy to sell any item without first verifying its existence in person. Like good service? Like checking out quickly? Sucks to be you then. Either I send you to merchandise pickup with a good chance that you’ll get there to be told your item isn’t in stock, or I leave you, with a whole line behind you of customers standing behind you, to go for a five minute tour of the warehouse. Are you at the back of the line? I’m so sorry, I’m going to be making three of these trips before I sell you the copy of Free Willy you’re holding.

    Sears isn’t all bad. They do have great return policies, and the store branded stuff is generally pretty good. Craftsman hand tools are great. There’s a kid’s clothing program that will replace clothes for free if the kid wears them out before they’re outgrown. Land’s End stuff is exchanged instantly in-store, with a permanent warranty, just like Craftsman. Sears does need to add an inventory maintenance role to their stores. Someone, possibly even a new department, needs to be tasked with regular inventory verification. Every other place I’ve worked at had an inventory system that was many times more reliable than Sears, but all of them also put more work into it.

  26. dialing_wand says:

    I’ve been fairly anti-Sears since their credit card was outed as the most scam-like several years ago (things may have changed.) However, my wife’s grandfather was a VP of Sears catalog sales and the whole family are die-hard Sears users.

    Recently a gift (available exclusively through Sears’ catalog division) was purchased for her Godson (aka our nephew.) Not only did it require 2+ hours on the phone (so far), but the gift was delivered to the wrong town, and the store that had it payed no attention to the package until they decided it was going to be sent back, promptly calling my sister-in-law, telling her what the package was, and saying that since she didn’t come pick it up in the previous 10 days (no one was notified it was there), the package would be returned.

    My wife is now an anti-Sears convert.

  27. missjulied says:

    @LEGERDEMAIN: “great return policies”? When I tried to buy a vacuum there last year I was not impressed with their return policy. After going to two different stores to try to find a floor model with all the attachments (both of which were missing most of them), I decided to go ahead and buy one without trying them (all the attachments) after the sales clerk assured me I could return it, no problem. When she rang me up I noticed on the receipt that there would be a 15% restocking fee for returns, which of course she never mentioned. I canceled my purchase immediately and haven’t been back.

  28. surgesilk says:

    I have some knowledge of Sears ecommerce abilities and as strange as it may sound, the website is NOT tied into inventory in any meaningful way. Sears has no idea what it has in stock in real time.

  29. elf6c says:

    Sears = Kruger Industrial Smoothing

  30. HOP says:

    sears is the pits…falling like a streamlined brick….haven’t been to sears in years…ain’t gonna go either…..

  31. HOP says:

    wonder why my comment never appeared…is sears controlling this??????????????

  32. hollerhither says:

    No, their credit card is still scammy and pretty aggressive. I bought a zero-interest washer & dryer there a year ago with a new Sears card. Once the interest-free period lapsed the rate went up to something over 25% — and this was *before* all the interest rate hikes on cards. Also the late fee was something like $30+, and I noticed they kept shrinking the time between payments due — all too easy to incur a late fee if you weren’t right on top of the due date.

    I spent reasonably within my means and paid it off early, but I can see where Sears is making money — poor people buying appliances they can’t afford, financing these purchases, and taking too long to pay off or paying “late.” All those extra fees and charges represent a nice tidy profit, I’m sure (unless you end up having to send stuff to collection).

    Although to be fair, washer and dryer are fine so far, and we had no issues with delivery/setup.

  33. gorckat says:

    @The Bigger Unit: I smell an email carpet bomb.

    I love the smell of EECBs in the morning! Smells like…consumerism!

  34. kirkvanhouten says:

    I blame Tim Taylor and his hardon for Sears.

  35. Geekybiker says:

    If they charged your CC and didn’t deliver the TV you can probably take them to court over the difference in their price and purchasing elsewhere. Once money changes hands its a contract….

  36. ihateauditions says:

    Their primary concern is profit…

    And look how badly they do with that! Imagine how their secondary concerns go :-)

  37. etc says:

    I really hate it when people who don’t know the law just shout out “breach of contract” when it isn’t even applicable.

    I am absolutely not a lawyer, but there are just so many misconceptions of the law it is painful. What you could possibly do is sue them on a reliance claim based on the promise, but that is it…and even then you would have to prove foreseeable damages.

  38. Fait Accompli says:

    How about simply asking them to take the charge off your credit card, and failing that, disputing it in writing with your credit card company (i.e., “I didn’t receive what I paid for”)? It would solve your problem and, in the event they won’t remove the charge, set up a claim under the Fair Credit Billing Act.

    I am a plaintiff’s lawyer (consumer class actions, securities, antitrust), so this should mean something when I say it: sure, you could cook up a lawsuit here, but is it worth the hassle? Unless you represent yourself in small claims court, a year from now you’ll still be fighting over a T.V. when you could have freed yourself from the stress a mere days after it occurred.

    I am an agressive advocate of keeping corporate America in line, and I see class actions and consumer suits as a sharp whip to do so, but there are some problems are best resolved without a court battle. If this was me, I’d get my money back and be done with it.

  39. krom says:

    Sorry, this is just whiny BS. You ordered (NOT “bought”!) an attractive item that was on major sale, and they ended up getting more orders than they could fill. You have exactly two choices: wait longer until the item is in stock, or cancel the order. Sometimes, when an order is unfillable for too long, or the item gets discontinued, the vendor cancels the order.

    The only implicit contract between a customer and a seller is that you give them money, and they give you goods. If they don’t take your money, they have no duty to give you goods — of any sort.

    Sears is offering you a discount because of the out of stock situation. That’s GOOD customer service. Attempting to jump on this week’s Sears hatefest with something this pathetic is just entitlement whoring. How on earth did Cist post this? Doesn’t Ben vet these things? What does the “editor” title mean if there’s no editing or reviewing going on?

  40. In K-Mart wardrobe…
    Baby, this is love!
    Discount coupons floated from above!
    Broiled chickens sang us
    Love songs from a skewer
    Have you ever been this close
    To going down the sewer?

  41. mac-phisto says:

    sears: novel idea for you here – track your inventory. on the receiving end, it lowers your overhead by reducing the number of items that “fall off the truck”, & allows you to make sure you are receiving merchandise that your vendors are billing you for.

    & when it comes to customer satisfaction, maintaining accurate inventory is a necessity. you are practically begging your customers to shop elsewhere. here’s a few things you might want to consider if you want to be in business past 2015:
    1) tie your entire supply chain together. in this age, it’s not only possible – all your competitors are doing it.
    2) items that are in low quantity at the warehouse level should not be available online. similarly, as you reach the tail end of an item’s supply contract, force the quantities out to the store-level.
    3) special deals (like the one we read here), should be offered “in store only & while supplies last”.

    this isn’t even high level SCM stuff here. you learn this in like 1st-year business logistics.

  42. Xerloq says:

    I say good riddance to the dying company. 12 years ago, when I worked there, if you bought something that we said was in stock and the dock-boys and sales person (me) couldn’t find it, I’d give you an equal-or-better model for the same price.

    Granted, that was in the days of the ‘Softer Side’ of Sears took off, the company recovered from bankruptcy and was expanding. The days when the sales people wore suit and ties, were on commission so they cared about making the customer happy, because if you returned a $1K TV on me, that meant not only did I lose the commission, but that I was $1K in the hole.

    Ever since they bought Lands End and K-Mart took over, they’ve been out of touch with their customers. They don’t even know who they are. Someone should go place lilies on the doors and play a funeral derge.

  43. krunk4ever says:

    Personally I think Ian is blowing things out of proportion. Sure Sears may have bad inventory control, but this is NOT bait and switch, but most stores online have inventory problems and even inventory is correct, items could’ve been misplaced or missing.

    A store has every right to notify the user that item is not in stock and provide him options. If the item won’t be stocked back any time soon, they really have no choice but to cancel the order. It was a courtesy to provide Ian with a 10% discount.

    Ian should also have had the option to wait and it appears he’s just one impatient fellow who doesn’t want to and wants a good deal NOW.

  44. krunk4ever says:

    @sven.kirk: this is exactly how I fee too.

  45. krunk4ever says:

    @stopNgoBeau: You haven’t shopped online much huh? Online inventory problems happen all the time.

    @sauceistheboss: as noted above, the 10% coupon is actually a courtesy, they really have no obligation to offer Ian anything.

    @CumaeanSibyl: As noted on Wikipedia’s Bait and switch

    Likewise, advertising a sale while intending to stock a limited amount of, and thereby sell out, the loss-leading item advertised is legal in the United States. The purveyor can escape liability if they make clear in their advertisements that quantities of items for which a sale is offered are limited.

    Therefore if Sears can prove they did in fact ship out a limited quantity of the TVs which I bleieve they can, this is legal and NOT bait and switch

  46. mammalpants says:

    Sears is no longer just Sears. Sears is just one company in a portfolio of companies including K-mart that are owned by the same person.

    the only thing connecting them all is that they are Dying Companies.

  47. mammalpants says:

    one other thing…the sad thing is that Sears used to be REALLY great. now it just blends in with the rest of the turds that dont give a crap about their customers.

  48. legerdemain says:

    @missjulied: As far as I know, that must be new. When I started, they were charging no restocking fees across the board, or nearly across the board. The return period was “a reasonable amount of time” which meant it was wise to involve a manager if it was over about four months from the date of purchase on most items.
    Eventually, they decided to crack down. Even then, the new policy was 90 days on nearly everything, again with no (or almost no) restocking fees. That’s longer than most retailers I’m aware of. The only customer issues arose when customers reached 91 days. Sears had a strong policy, but it was brought with an iron fist. Exceptions to the 90 day rule were very rare.

    I’m generally against restocking fees. I think they’re reasonable on custom items, possibly on items prone to “rental”. For example, refunds on generators and chainsaws in the New Orleans area were suspended or limited after Hurricane Katrina. Nearly all retailers were doing this to avoid selling what would normally be five years of generators, then taking back four years worth of used generators to sell at reduced price. Exchange and warranty privileges were unaffected, of course.

  49. StevieD says:

    Online inventory values are not reliable.


    As an example, while I am writing this post, there were 0 comments. Yet, when I complete my typing and submit my comment, so will have 39 of my best friends. This means that I may think I am the 1st poster, but in fact I am the 33rd.

    Get the idea?

    Online inventory values suffer from the same problems. SearsMark might have 4 or 4000 TV’s at the start of your transaction, and by time you complete the transaction, all of those TV’s might have been sold to other customers buying at the same time as yourself.

    Secondly, completing a transaction online is not a “contract” or even a “purchase”. Online transactions are buffered from various tasks to prevent timeout issues with servers. Large vendors may batch transactions with their merchant bank inorder to save processing costs. Thus your transaction may be “completed” according to the website, but the actual credit card transaction may be several seconds or even minutes or hours later.

    In addition, most online companies complete a credit card transaction, THEN pull and process your order. Streamline operations are necessary to keep prices low, so few if any online companies will complete the credit card transaction after pulling and processing the order.

    Given the method of processing orders, errors in inventory management, discovery of damage units thought to be valid complete inventory units, discovery of stolen units or prior picking errors, there is always a chance for a vendor to discover that they are suddenly sold out. This problem is compounded by vendors that have several servers will multiple streams of customers orders as well as businesses that draw online inventory from their showroom selling units.

    When it is a life or death item, or going to be the hottest item since sliced white bread, it is best to ignore any online inventory values.

  50. pyloff says:

    I chuckle at this story. I bought a similar TV recently of the 37 inch variety. Same price a year ago. Did you really think it would hold up on the internet.

    I’m guessing they had a limited number and now internet moron want’s to complain.


  51. mac-phisto says:

    @StevieD: i don’t mean to discount your assessment…that may be the way thing used to be (or even are at certain merchants), but the current state of e-commerce is capable of far more. ticketmaster sells thousands of tickets to hundreds of venues online, over the phone & in person real-time without selling the same seat twice. ups can track a package at any leg in its journey – i even played around with a transport program utilizing satellite beacon technology that could pinpoint any shipment anywhere along its route within 6 meters. hell, even radioshack has almost real-time inventory tracking & they use a 20-yr old dos-based inventory tracker at the store level.

    credit authorizations don’t need to be batched to save money – only the clearing does. typically, a merchant will authorize at checkout & clear at a later time. this should have zero affect on inventory. an authorization can be associated with the appropriate inventory rather easily – clearings can still be batched to save money.

    this is simply a case of a fragmented supply chain. it is easily fixed – it requires some investment in technology, but a decent SCM division (or subcontracted consultant) could probably streamline & overhaul their entire chain in less than a year top to bottom.

    i believe their last realignment of the warehouse division took place in the mid-90’s, which could explain why their inventory management seems so antiquated. e-commerce didn’t really take-off for another five or so years & they probably laid off anybody who knew anything about SCM.

  52. CumaeanSibyl says:

    @krunk4ever: It’s a fine line, though. A lawyer could argue persuasively that allowing someone to put through a complete order for something online constitutes a claim that the merchandise is still available at the time of the order, based on the assumption that a company like Sears would have inventory management that could cut off the sale if the merchandise were no longer available.

    In the case of a store, if you go to the loss-leader aisle and find an empty shelf, it’s obvious that there are no more. Online, you have to rely on what the website tells you — and if it doesn’t tell you that something is sold out, I think it’s reasonable to expect that it isn’t.

  53. jdil5297 says:

    I too had this same issue with Sears. I ordered the Sharp 46″ LCD on 11/23 at 2am. Which I never received. Sears has clearly broken the law and I have confirmed this through the Federal Trade Commission (FTC). We are considering legal action and anyone interested if anyone is interested in a class action suite please contact me…

  54. bestbuyer says:

    This also happened to me. I bought a LG 42 Inch Plasma and waited a week and a half to get confirmation of delivery “to the store”. Last week I got an email saying they could not fulfill my order and would give me 10% off a diff. tv. I logged onto Best Buy and found the same tv…with shipping to my house for around the same price sears was offering and they delivered it in 5 days! I know where I’m shopping next for my electronic wants/needs! It does seem like a scam that Sears is trying to pull…sadly disappointed in them!

  55. adwarren06 says:

    I work in the stockroom at Sears, and we’ve been told just like Justin has said, to accept all online orders. Recently we have had to change that, of course, because of the whole bait and switch method. Online orders have been the absolute worst though for customer service. People call in asking if their online item has been received in yet, and when we tell them that it is not in our bins they freak. I can understand where they are coming from, because most of the time these people have been waiting for months. I have called Sears online before, on behalf of my customers to ask why their orders aren’t in on the promise date. They gave me this response, “The promise date is the expected date for it to arrive.” I told them they should probably reword that then; I’ve been yelled at to many times by customers for the mistakes that Sears online makes.

  56. Anonymous says:

    Things haven’t changed. I just purchased and paid for a tv, yesterday frm Sears. I received the confirmation that the item was ready for pick up (quite a ways away). Because we were traveling to the store I made 13 calls to get someone to verify they actually had it in stock, but no one answered and each call was disconnected. My husband went to pick it up and they did not have the item in stock. They tried to get my husband to take a tv with a lesser feature, which we declined. They really could have cared less about our inconvenience and although I requested to be contacted by the store manager, I never received a call. To make matters worse, the service rep on the phone said it would be 7-10 days for a credit, which likely means I will have to pay this on my card next month. Funny, how their purchases don’t take that long. The same store still shows another tv as in stock that they have verified is not and are aware needs to be changed. I think they are trying to get rid of inventory and luring people in on a fraudulent basis.

    • hellbent says:

      i bought a craftsman table saw at 630 am on black friday. i never got confirmation til late in the afternoon. repeated phone calls and emails yielding nothing. they charged me for it, even though online stock check said 0 (it was 3 at 630am). a day later it was cancelled. i received several phone calls from a sears robot telling me my order was ready for pickup. it was officially cancelled 12/1. they cited the usual 3-5 days to do nothing, and another 7-10 for more BS. today marks 29 days with no refund in sight. f**k sears, i hope they close down