Mike needs a part for his home’s heating system. He lives in Georgia, so the cold weather isn’t as urgent an issue as it would be if he lived up north, but it’s still necessary. He needed rush delivery, but instead Sears didn’t even notify him when the part went on backorder. After two weeks, it finally showed up. And by “it,” we mean “the wrong part.” [More]
A chat customer service representative at Sears Parts Direct advised Jan about which part she should order for her garage door opener. They advised her incorrectly, which she figured out shortly after placing the order. It was too late: the wrong order couldn’t be reversed. A second chat agent offered to order the correct part, with free shipping. Jan interpreted this to mean “we’ll refund your shipping for the first, erroneous part, too.” Not so.