3 Hours Before Delivery, Sears Notices Your Stove Is Out Of Stock And Discontinued

Oh, Sears. Why don’t you understand that the point of commerce is to sell merchandise to your customers? Chad tells Consumerist ordered a set of appliances for his new home from Sears, with a delivery time 8 days in the future. Three hours before his delivery window, Sears called to let Chad know–oh, yeah, the stove that he ordered was discontinued.

We purchased our first home on 12/29/2010. It was a foreclosure, and no longer had a fridge or stove.

After taking a week or so to move most of our things in we started shopping around for the needed appliances and eventually picked a set that was on sale on sears.com
Delivery time turned out to be 8 days, but we decided with the cold weather to keep our food good and the combo microwave/oven/grill we had we could make do that long.

Two days later my phone rang from a computerized system that asked me to push some buttons and confirm the date and items that I had ordered. It also told me I’d get a second confirmation call the day before delivery with a 2 hour delivery window.

The night before my delivery I get another computerized phone call that confirms my items were scheduled to be delivered the next day between 11 and 1. A little after 8 the next morning the day of delivery I’m packing a few more things into the car at our old apartment and get another call from sears, this time from a real person. The stove we had ordered was sold out. When they attempted a re-order to get a new delivery date, it told them the item was discontinued. I was then given a number for sears.com to pick a new stove.

I text-ed my wife the info so she could call as I was busy packing. She texted back a while later and said when she called the number and told them what was going on the phone rep taking her call told her “Oh, well we don’t do that here.” No offer of exchange, upgrade, or replacement of our order.

We called back about 10 minutes later and had them cancel everything. We also complained that they would confirm first an order, then a date, then the time before bothering to check if they even had the product. If they had told us a few days in advance it wouldn’t have been a big deal, but 3 hours? As my wife said later that evening, “Here we have a whole house to furnish/decorate/renovate, and sears just lost a customer, permanently.”

We ended up taking a shopping trip out to best buy and getting a much nicer set, with no interest financing, a 2 day delivery time, a 100$ gift card for buying a big item, and 250$ off for buying a display model stove.

Oh, and they checked immediately and told us the items were in stock too!

Sears Still Has Customers, Can’t Manage To Sell Them Actual Merchandise
Sears Still Has Customers, Can’t Manage To Sell Them Actual Merchandise


Edit Your Comment

  1. lifesmyplaypen says:

    Have we just witnessed a Best Buy win?

    • Thassodar says:

      I’m loading my guns for the Zombie Apocalypse as I type this (I’m talented).

    • pecan 3.14159265 says:

      Not yet, since we haven’t gotten the follow up email confirming that Best Buy actually delivered the appliances.

    • MeowMaximus says:

      I am confident Best Buy will eff this up as well. The poor fools, going from Sears to Best Buy is like going from the Titanic to the Hindenburg. (And before it’s pointed out, yes, I know that those two disasters happened 25 years apart. It will probably take Best Buy 25 years to delivery the wrong stove)

    • DerangedKitsune says:

      Well, this is kind of like a blind man try beating up a man with no arms and no legs. Its both sad and amusing and you really aren’t sure if you’re supposed to root for either side.

    • Difdi says:

      Possibly. It remains to be seen whether Best Buy delivers boxes full of appliances, or boxes full of cinder blocks 2 days after the order.

  2. Opdelt says:

    Why shop at Sears in the first place?

    • milrtime83 says:

      Well their second choice was Best Buy so they may not be the brightest people.

      • pop top says:

        Don’t be a dick. Those may be the only stores close to them that have the appliances they’re looking for.

    • Bativac says:

      I’ll answer this. I bought my fridge and my pool table at Sears.

      Sometimes, Sears has fantastic deals — you just have to treat them as a “hostile witness” and make the guy go into the stockroom and make sure they have the item, and have your wife drive her pickup truck around to the back (since I am not manly enough to drive the pickup) and load the stuff yourself. Don’t fall for their protection plans or extended warranties or whatever.

      Sears cannot be trusted to deliver anything, and I’d never order anything off their website. But the stores are okay. Sometimes.

      • George4478 says:

        >>you just have to treat them as a “hostile witness”

        “Objection! Assumes appliances not in evidence!”


      • nbs2 says:

        Heh – I learned that lesson. I bought some line off their website (the spool had gotten mixed up with some gardening trash) for our Craftsman edger/trimmer. It took them 6 weeks to get it to the store.

        Also, the edger/trimmer sucks. We’re thinking of replacing it with a Stihl.

        • selkie says:

          Our Stihl chainsaw is utterly awesome. We;ve had bad experiences with Craftsman lawn gear over the years, first starting with the chainsaw that never really wanted to hold the chain properly, and escalating to the lawnmower where the post holding the blade in place just snapped off in the middle of mowing, fortunately sending the spinning blade of destruction and despair in a direction that was not my husband’s ankles.

          Haven’t set (blessedly still attached) foot in a Sears since the lawnmower incident.

    • Raekwon says:

      I occasionally will go to Sears for Craftsman and Kenmore stuff. My mattress was also from Sears. Sometimes they just have really good deals. This unfortunately is also when they usually have all their stock issues.

    • acknight says:

      Because the last appliance I bought, they beat everyone around by over a hundred bucks, and had it precisely when they said it would be ready, delivered, for net free (delivery cost rebated) – and then they took away the old range for free. Don’t know if the DeWitt, NY Sears is an anomaly, but they haven’t screwed up anything yet in my experience.

    • GameHen says:

      We’ve always liked to take advantage of their 12-months no interest offerings. We often get larger appliances and items for decent prices. We just bought a microwave and dishwasher last weekend with no problems. Did the pick-up and installation ourselves – poor sales girl was watching her commission get smaller and smaller as we declined the extended warranty, and delivery, and installation.

      Prior to that, we’ve purchased a mattress set (at an awesome price) and ellipitical trainer with no delivery issues. Sears is one of the few places around that’s relatively easy to get to and carries a good variety of large household items in different price ranges.

      • meltingcube says:

        I tried that before when moving. Bought a nice fridge and already had a moving truck to move it with. Ended up hitting a crack, the fridge scraped against a wall, and got a real ugly mark on it. Since then I always opt for the delivery and install. It’s worth the extra money to me.

    • stormbird says:

      For decades, even some in the 20th century, Sears was a good place to buy things. They had a large selection and low prices and many locations. My dad, who’s pretty good about finding the best quality/price ratio, took me to Sears to buy something as recently as 1982. It’s really only been a few decades since they were competent.

    • El-Brucio says:

      Because, believe it or not, Sears still has a pretty good name in some places despite the horror stories you read on here, and some Kenmore appliances are still highly ranked on Consumer reports.

      However, they appear to be coasting on their previously good reputation. Hopefully they have someone reading these stories and will correct what is obviously a horribly flawed way of doing business.

    • david.c says:

      Sears lost touch with customer service a loooong time ago. We are just *meat with money* to them.

      My son bought a pair of cheap work gloves online from them just a week ago, used my card, and printed out the receipt. At most companies, that respect their customers, a printed receipt is enough to pick up merchandise (or return it) .. then again, Sears isn’t most companies … they wanted the CC as well.

      I was out in the car and had to go in and refuse, twice, to give them my card before they relented and gave my son the five dollar gloves. Of course I prefaces / suffixed every sentence with: “This is why I hate sears” … or “This is why I don’t shop at sears anymore”.

      And before you ask, they got to see / scan the receipt … they weren’t going to touch / scan my CC for any reason.

    • bdgbill says:

      Right! Who is keeping this dinosaur in business? The only times I have entered a Sears in the last few years was to get into a mall. There are always more middle-aged salesmen hanging around than customers.

  3. AstroPig7 says:

    Sears is one big logistical fail. I think the employees don’t try to work around it because they know it’s impossible.

    • RickinStHelen says:

      What’s funny, is the U.S. Military based it’s supply system on the Sears model, because at one time it was so good. If you ever ordered supplies in the military, the stock number was based on the sears model (7110-00-043-0927 for example). Now Sears can’t even verify what is in the back room. A very sad decline for a once great name.

  4. Cheap Sniveler: Sponsored by JustAnswer.comâ„¢ says:

    You know Sears is getting bad when they can’t sell an appliance – which is traditionally their strongest area – and worse yet, they loose the sale to Best Buy!

  5. FatLynn says:

    But did they let you have a sneak peek at the Kardashian’s new line of clothing?

  6. a354174 says:

    So Anything else > Best Buy > Sears

    Sears/Kmart you better get your act together or you will finally close for good.

  7. Franklin Comes Alive! says:

    How is Sears still in business?

    • SabreDC says:

      I’m guessing that it has something to do with instances like this. Sears will get orders from people, but you see, Sears doesn’t actually sell anything. They just take orders. People pay for the order and get a perpetual runaround. Some people are not that bright so they just keep waiting and waiting and exchanging their order for a different item which happens to be on “backorder” as well.

      Meanwhile, Sears has your money in an interest-bearing investment. They do this to everyone. Sometimes, people will wise up and request a refund but Sears already made interest on this money sitting in their bank for 2 months. Rinse and repeat.

      I think Sears actually stopped selling anything years ago. Now they just take orders, get interest, and give refunds.

      • howie_in_az says:

        I would like to subscribe to your newsletter.

      • ARP says:

        When the stories on the fly by night electronics and camera companies in NY were dominant, I invented that very (evil) business model.

        Offer everything for sale, dirt cheap, but sell nothing. Take their order, wait about 5-6 days and then cancel with apologies that the item is not in stock. Minimal staff, no warehousing, limited technology required (other than to list the newest items for sale). If you can get enough volume, you can make money on the interest form the temporary deposits.

  8. Cheap Sniveler: Sponsored by JustAnswer.comâ„¢ says:

    I worked for a company that delivered Sears appliances, furniture, and pretty much everytjhing they sell. (Sears stopped doing their own deliveries years ago to save a buck – BIG mistake!)

    Salespeople will do the darndest things to make a sale, including not even checking to see if an item is in stock in hopes that it will be in stock by the delivery date.

  9. agent 47 says:

    “Chad tells Consumerist ordered a set of appliances for his new home from Sears”

    Is that where our donation money has been going? So Consumerist can buy appliances for Chad!?

    • Cheap Sniveler: Sponsored by JustAnswer.comâ„¢ says:

      Why should Chad get new appliances? It’s a third world country, I’m sure they’d be quite happy with used appliances. If you send ME new appliances, I’d gladly donate my old appliances to Chad.

  10. scoosdad says:

    Oh lordy, why do people automatically go to the big box stores first for appliances?

    In all the times I’ve needed to buy a large appliance, the locally owned appliance/TV store not only willingly agreed to match the big box price, they usually throw in free delivery and hookup, take away your old junk, and usually know what they’re talking about when they set up delivery dates. And not one of them have robo-called me to confirm things. It’s always a real, local, human person.

    • pecan 3.14159265 says:

      Locally owned isn’t an option for a lot of people, plus it also comes down to balancing the cost and risk. I like supporting local companies too but if they’re pricing their merchandise $100 more than the big box stores, they’re just not competitive.

      • jesirose says:

        It depends – is $100 worth the hassle?

        When I bought my first home I made mistakes like this all the time – bought appliances from Home Depot, who brought me the floor models without telling me they would, bought blinds from them and they miscut them in front of me and tried to deny it despite what the measuring tape said, bought a TV from Best Buy and got ripped off – eventually you learn.

        For me, when it comes to the big stuff I won’t shop at a store that I KNOW is going to screw me over for any amount of savings. When it comes to little inconveniences, I’ll save a couple of bucks a week on some food items and shop at WalMart, even though I know every time I do I get annoyed at something. For the rest of the food items I go to the more expensive store that carries my food out to the car, and carries everything I need in stock.

        You have to figure out what things are worth to you. If dealing with the run around is worth saving a hundred bucks to you, ok.

        • erinpac says:

          Everytime I try a locally owned store, I get the same screw the customer experience with the added advantage of no chain to escalate complaints. If the owner doesn’t care, they don’t care, too bad.
          At least in the chains it seems there’s always yet another person to maybe be competent (maybe) and listen.

        • Rachacha says:

          I recently ordered a bunch of appliances for my new home. We received a quote from the builder’s preferred vendor, and their prices were horrible…about $1200 higher for the full suite of kitchen appliances than Sears. They did price match but it took a bit of persuasion.

  11. Papa Bear says:

    I started in the tire business at a Sears around 20 years ago. At the time, all appliance, electronics, hardware, lawn & garden and auto center associates received decent pay and commission packages. They were motivated to make a customer happy and went out of their way to do so. I saw the decline of that to the point where today, most of that is gone and the sales people aren’t much more than glorified, minimum wage clerks.

    This was all in the name of increasing the bottom line and increasing dividends. BTW, dividends were a huge part of executive salary packages so the motivation of the top 5% of the management team was quite clear – increase profits. A good thing to do. But instead of building sales, expanding markets and becoming more productive, profit was increased my cutting wage and benefit’s packages.

    Now, as with so many other American companies, we see the stupidity of such shortsighted policies. Problem is, no matter how stupid the policy, because of greed, it is still an almost universal practice.

    • galm666 says:

      And thus, you have the reason for the decline of American retail.

      And a good look at what’s wrong with business. Being in such a hurry to see profits in the short term go up, they chop off their own legs to do it. “Sure, let’s hire some people who don’t really know how to sell or serve, not pay them well, not train them, treat them badly, and then act surprised when we have to fire them and act surprised when the people we do hire don’t show us any loyalty.”

  12. DanKelley98 says:

    Sears used to be the best. What happened?

  13. paoyu says:

    Bleh, same thing happened to me 6-months ago with Sear’s Kenmore stove. Seems like box store and their HQ have some major communication issues, wherein they don’t know whether an item is being phased out or not.

    OP should’ve drove to his local Sears store and complained to the person that sold him the stove. Shoot, they rectified mine, by upgrading my stove to the next one up from that Kenmore line. So ain’t complaining.

    He was better off talking to a sack of potatoes than talking with Sears awesome customer support, which are either routed to India or Philippines, depending on the time of day you call.

  14. Azzizzi says:

    Wow, they actually told him three hours in advance that they weren’t going to make the delivery? It still sucks that it was just a few hours before they were supposed to deliver it, but I’m surprised it was before the scheduled delivery. I usually don’t find out until after the delivery people missed the delivery time window and then I call to complain.

    • Sparkstalker says:

      Indeed. Years ago, we ordered furniture from Sears HomeLife. The delivery day came and went, no furniture. so they rescheduled it. Missed that one too. This went on for two weeks, with us having no den furniture. Then they tell us that they’re in a “war” with the delivery company who’s holding our furniture hostage, and they’ll have to re-order it from the factory.

      Eventually we got it, and for about 1/3 off…but I swore off Sears that day unless it was a better deal and I could pick it up.

  15. Ihaveasmartpuppy says:

    That happened to us with a dishwasher. I went to pick it up, waited too long only to be told that it was out of stock. Huh? I had “purchased” it 10 days earlier, planning to pick it up when our kitchen was ready for it. It wasn’t a special order, and I was told they had it in stock and would hold it for pickup. I raised a bit of a fuss over it and they ended up giving me an upgraded model.

    Since then I discovered a locally owned appliance store that is FABULOUS. We’ve been buying everything there at great prices and unbeatable service.

  16. VectorVictor says:

    Don’t understand all the hate for Sears–they have excellent deals on appliances and large ticket items (e.g. HDTVs, Rec Equipment, Outdoor Equipment), and Craftsman tools are second to none.

    Honestly, it doesn’t matter where you go anymore–having the salesperson verify supply/stock is a must. Just had to do this when we purchased a ‘Fridge on Black Friday at Sears, and we had no issues at all as we had the saleswoman check and verify physical stock.

    • TooManyHobbies says:

      Craftsman tools USED to be pretty good. They were NEVER the best. The have never compared to Snap-On, for instance. These days they’re just the same old Chinese stuff that you can buy most anywhere. They’re not the worst grade of garbage, but they’re nowhere NEAR the best you can buy either.

      Try comparing a Craftsman jigsaw to a Hitachi or Bosch. Try comparing Craftsman ratchets to Snap-On. You’ll find that they’re not only second to some, they’re third or forth to some.

      • phil says:

        You can’t really directly compare Snap-On and Craftsman tools. Snap-On makes awesome stuff – but it’s simply not affordable for typical homeowners. Snap-On is after a different market.

        If you break a Snap-On socket, the Snap-On truck will show up at your shop (most Snap-On tool owners use their tools all day, every day) to replace it. Their customer service is well noted.

        Try pricing Snap-On sockets on eBay: You can pay close to $100 for a 10-15 piece set – used!

        Meanwhile, a new 300+ piece Craftsman set will cost a couple hundred on sale.

        I’m a fairly serious car/home DIYer: I have mostly Craftsman stuff tools. They work well enough for what I do.

        If I were wrenching 8+ hours a day, I’d be calling the Snap-On guy who lives down the street from me…

        • TooManyHobbies says:

          Yes, but the OP said “second to none.” That leaves no room for argument, really.

        • TooManyHobbies says:

          Also, I’ve found that these days, Craftsman quality is pretty much identical to Harbor Freight. I’ve got a set of 6 point sockets that I think I paid $12 for at HF and it’s as good, if not better than the Craftsman sockets that a friend has that he paid about $60 for several years ago.

          This is mostly due to the cheap Chinese stuff getting much better in quality over the last 20 years. Craftsman quality may have slipped a bit but not all that much, I think.

  17. parabellum2000 says:

    This is why I always try to purchase floor models, they are usually cheaper last gen items, but you also know they are in stock. Most places will also let you take immediately. No stores inventory system is perfect, they all rely on humans to input the data. I’ve been burned by Best Buy, HHGreg and a number of online vendors like this.

  18. paoyu says:

    Bleh, same thing happened to me 6-months ago with Sear’s Kenmore stove. Seems like box store and their HQ have some major communication issues, wherein they don’t know whether an item is being phased out or not.

    OP should’ve drove to his local Sears store and complained to the person that sold him the stove. Shoot, they rectified mine, by upgrading my stove to the next one up from that Kenmore line. So ain’t complaining.

    He was better off talking to a sack of potatoes than talking with Sears awesome customer support, which are either routed to India or Philippines, depending on the time of day you call.

  19. TooManyHobbies says:

    You’re better off. I have a friend who had a broken Kenmore large appliance, and Sears sent various technicians to their home no less than 6 times over the course of 3 monthe before they were able to actually fix the thing. The repair person was always missing a part, or the part they ordered was the wrong one, or Sears shipped the wrong one, or something.

  20. anarkie says:

    Best reason, other than having 3 kids, to own a van. Take out the 3rd row and pick up most items. It’s worked great for the past few years. I just buy from the place with the best deal on the best equipment.

  21. Downfall says:

    “I was then given a number for sears.com to pick a new stove.”

    A number. To a website. To pick out a new stove.

    The mind boggles.

  22. soxfantoo says:

    I learned a valuable lesson when ordering appliances from Best Buy and Home Depot,

    When the store checks the “warehouse” to see if the item is n stock, they are not checking their warehouse. They are checking the manufacturer/
    distributors warehouse.

    When you place your order, your appliance is not set aside or marked as sold. About two days before home delivery, the appliance is sent to the retailer’s local warehouse..and shipped to you the next day. You could place an order a month in advance..told that there are 250 of an item in the warehouse..and think you are confirmed

    Two days in advance of home delivery, when they go to pull your items is when they find out if the appliance is in stock or not. If it isn’t in stock, then you are back ordered.

    I encountered out of stock problems at both Best Buy and Home Depot when ordering several appliances for a kitchen remodel after being assured a month in advance that ..”we have plenty in the warehouse”

    Both retailers confirmed, when asked, that they both use a non-exclusive warehouse and don’t set aside or mark items set aside for delayed delivery.

    • david.c says:

      “When you place your order, your appliance is not set aside or marked as sold.”

      This is not true … except maybe in the raw physical sense. Just about no warehouse in the modern world is going to walk out and physically move an item from one location in their warehouse to another to “set it aside”. It doesn’t work like that anymore.

      In their computer system, they will have an inventory item … and it might have several warehouse locations. The location will carry a couple of key fields … one is “On Hand” and the other is “Committed”. The on hand is the physical count of the product and the committed is the count of the items that are sold but not yet moved out of the warehouse.

      From those 2 fields, they produce a “available” for sale number which is what the storefronts / websites see. So when you ask a clerk (or website) if the item is “in stock” they will query the supply chain and receive a qty that is available.

      Of course, as with anything in a warehouse (or a supply chain) the number in the computer might not actually match what is in the warehouse … but generally the distribution centers are more accurate then say a local shipping center.

      What generally happens is that your product arrives and is accidentally (or on purpose) sent to another customer. Manager can and do override inventory commitments, but generally not at the distribution level, more at the local shipping center.

  23. kcvaliant says:

    I hope a display model is in stock.

    Let’s see if the new android app will double post.

  24. kcvaliant says:

    I hope a display model is in stock.

    Let’s see if the new android app will double post.

  25. mkuch90 says:

    We had a similar scenario where sears bungled the shipping of a fridge. They never showed up for the delivery window and when we called, they told us it was out of stock for delivery (I don’t get how an item could be out of stock for delivery). We then offered to drive one home in our truck and they said they don’t do that. But they were perfectly happy to cancel the $1200 order.

  26. The Twilight Clone says:

    I speak from experience: sears.com appears to have only a very tenuous connection to the bricks-and-mortar Sears. Their online ordering system is an unmitigated disaster, rife with weird, broken HTML tables and spelling errors. It is clear that they outsourced the entire operation to India.

    Still, I ordered a Canon DSLR thru them because they had the best price. Though the process was much more difficult than it should have been, everything worked OK. But I doubt I’ll order with them again.

  27. bsh0544 says:

    I see a lot of people asking why buy an appliance at Sears. Why not? I can’t think of any place that sells appliances that’s not just as bad.

    If you’re looking for some new appliances, I don’t see how you can get around going to a big-box store with an appliance department, unless you’re lucky enough to have a small, local store nearby.

  28. benk016 says:

    When we bought our first house in April 2010, we had no appliances. So we went looking for a whole set. We started at sears, the salesman helped us pick out a mis-match set of the lowest price appliances they had, french door fridge, with ice and water in the door, dishwasher, stove, and over the stove microwave. The salesman added it up gave us the quote, which was expensive for all bottom of the line stuff, but we agreed. He told us they were not authorized to give any kind of discount for a big purchase, what you see is what you pay. This upset me because I know they give discounts but i still went with it. After he started ringing it up, it was magically $600 more than the quote. He then says that he didn’t add in the price of the dishwasher in the quote and that was the new price. I told him, no you gave us a price and thats what we’re paying. After he said sorry can’t do that. I told him to cancel it all and we left and will never shop at Sears for anything again.

    We ended up going to Lowes, and found a full matching set of Whirlpool Gold appliances that was a bit more than the crap we found at Sears. Then we saw if you bought all 4 appliances you got a $400 rebate check, and then they gave us an extra 10% off for buying so much with them. And on top of that let me use a 10% off coupon we got in the mail on it all. So we threw on the 5 year extended warranty on all of it and it still came out cheaper than Sears original quote. I’m now a Lowes customer for life!

  29. Keep talking...I'm listening says:

    I had this happen to me a couple of years ago with a washer and dryer. Sears called the morning they were to install and said that they were out of stock. I called the store I purchased it from, and they upgraded me to the next model up at no extra charge, and rescheduled me for installation the next day.

  30. lordargent says:

    Sears owes me a $65 rebate for the free delivery I was supposed to get on my (backordered) $1200 fridge.

    But I’ve already spent way too much time speaking with their rebate processing center.

    So now, I’m looking for a new stove in the ~$1000-$2000 range (range, snicker 8^) ), and guess where I’m not looking. Customers don’t forget when you screw them Sears.

    /dual ovens, stainless steel, convection

  31. paoyu says:

    Sears owns Kenmore and there’s no other venue to buy them. Surprisingly, Kenmore appliances are rated quite high by Consumer Reports :)

    Perhaps, that’s why people go buy appliances at Sears. Any other brand, people should just go elsewhere.

    • Greg Ohio says:

      The Kenmore appliances I’ve seen were made by others. For instance, our Kenmore fridge was actually a Whirlpool.

      I know this because, after Sear’s Credit sold our account information to a fraudster, we vowed never to do business with them again, even to buy a water filter for the fridge. It took very little effort to locate the corresponding Whirlpool filter.

  32. jimmyhl says:

    Oh holy crap! I was reading this and and saying “yeah, typical of Sears to screw this deal up” etc etc only to see that the OP looked to Best Buy after he and wife canceled the Sears order. This poor bastard is in for the ride of a lifetime. I don’t wish him any bad luck but as we all know –nobody can screw things up like Best Buy. He’ll be using that giftcard for lithium and psychotherapy before long. To be continued.

  33. Papa Bear says:

    What happens even if stock is checked is that stores no longer carry much stock and bigger ticket items come from DC’s. When I was with Sears, this happened a lot because the DC system was still pretty new. Two or three stores would sell the same item and the center would only have one or two. Somebody was out of luck. But a good sales person was often able to do inter-store transfers to fix the problem. No more good sales people and a screwed up logistics system means the customer gets screwed.

  34. FrugalFreak says:

    The key to the discontinuance – “on sale”

  35. Jayhovah says:

    Where the hell was Roebuck in all of this?!

  36. IDK says:

    Sears did this to me too when I went to purchase a roomba. I ordered online, and they confirmed via email. I called them over the phone to confirm, 3 days before pick up, and then the day before. I went to go pick it up (50 mile drive) and they said they didn’t have it. I knew it was going to be hard to find (clearance item), and wouldn’t have been disappointed if they said it was out of stock. Only disappointed that they made me go all the way out there before telling me it was out of stock.

  37. SearsCares says:

    To Ms. Laura Northrup,

    My name is Dianne and I’m part of the Sears Social Media Support Team. I found your post here and I wanted to reach out to offer assistance. I’m very saddened and concerned by what I’ve read here concerning your purchase of a refrigerator and stove. I’m terribly sorry for all the trouble, inconvenience and frustration you’ve endured and would like the opportunity to investigate this matter. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Laura Northrup) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    Dianne D.
    Social Media Support Team