Sears Actually Has No Idea When Your Item Showed Up At The Store

This holiday season, Sears continues its mission as an elaborate anti-capitalist prank, mocking the feeble attempts that shoppers make to obtain useful information from customer service representatives, and preventing consumers from exchanging money for merchandise. LouAnn, a longtime Sears customer, was left so frustrated after a recent encounter with the retailer that the vented to Consumerist, “I am tired of giving MY money to companies who CLEARLY don’t understand that I have a choice of where and how to spend my money.” That could be a mission statement for this site.

What happened to irritate LouAnn so? She ordered an important Christmas gift for her son for in-store pickup, waited a few weeks, and then contacted Sears to find out where it had run off to. A clueless customer service representative told her that it had been waiting for her for over a week. She knew that it hadn’t, and things just got less competent from there.

I placed an online order on November 16 for a 2-pack of WWE figures
for a Christmas gift for my 5 year old son. I had them shipped to the store.

On November 23, I called to check on this order, I was told it was “in transit”. When I checked it online, my screen read “processing”. On December 1, I called to check on this same order. Again, my screen read “processing”, a Sears CSR told me it was “in transit”.

I sent 2 emails inquiring about this order. At this point, I only wanted to know if they needed to be re-ordered, because my son REALLY wanted these.

I received an email from a Sears CSR on Saturday December 3 telling me my item was received at my local store November 21! I call my local store, the receiving department tells me my package came in Friday December 2.

I call customer service, ask to speak to a supervisor. Wait on hold for 20-plus minutes, the CSR tells me the supervisor is available, she transfers me to the “Shop Your Way Rewards” department. I call back, ask for a supervisor, this time I am transferred quickly to a supervisor who was utterly clueless as to WHY I was so upset. My package had been shipped to the store, it’s ready to pick up, in her opinion everything was perfectly fine.

I tried to explain I wasn’t TRULY unhappy until I got the (false) email saying my order had been sitting at the store (knowing it wasn’t true). I said, “OK, let’s pretend it WAS sitting there this whole time. Sears doesn’t email me, call me or text me?” I know they have an automated service if your order sits too long.

The supervisor apologized for THE STORE not calling me. I was ok with the length of time the order took until I got that email. I have no idea where the person who emailed me got their information, but I spoke to the supervisor at the store when I picked up this item. He knows it was received on Friday, December 2.

The supervisor on the phone offered me a $5 gift card for my inconvenience. I told her to keep it, because if I had a gift card, I would need to buy something from Sears and that is something I won’t be doing again.

Sears lost a longtime customer over mishandling an order for a $28 item. Some people may think this is petty. I am tired of giving MY money to companies who CLEARLY don’t understand that I have a choice of where and how to spend my money. I am tired of shoddy products, nonexistent customer service, and CSR’s who aren’t trained properly by their employers.

For the record, I don’t fault the CSR’s. They were giving me the information Sears gave them. I think Sears should empower their CSR’s with more information, and a certain degree of autonomy.

Sears Lost $421 Million Last Quarter, Didn’t Spend It Fixing Up Stores
Sears, Don’t Make Me Give My Dad A Box Of Air Filters For Christmas
Sears Still Has Customers, Can’t Manage To Sell Them Actual Merchandise

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.