This is my third, and final attempt at buying from Sears.com. Now I remember why I stopped going to Sears in the first place. I also know why there sales slump and the company is in trouble and has been for decades.
They have a 5 minute guarantee for pickup. Yeah right. 3 times I came to get my stuff and it was not ready and "not eligible" guarantee. Why? All 3 were different reasons, but they say internet errors or this equipment (lawnmower, edger, compressor) is ineligible. BS, there website says nothing about that.
First order I never got an email back saying to go get it. I went through Fatwallet so I would get 4% off, plus used a coupon code. I got like $80 off a $300 mower. I waited 2 hours, no email, went to Sears Grand in Cucamonga, CA and they had no records. I ended up buying it there direct, then went back to the web when I got home. My card was charged twice.
I called customer service and after being on hold about 5 minutes, I get disconnected. I emailed everyone, and anyone at Sears with no response as well. I called back there and finally got someone who said there was no problem. I disagreed. She told me she could not refund I had to go get it. I told here I did. I gave the name of the idiots at the store, and she did not believe me. I had to dispute my credit card, show the information, emails and receipt from Sears to Visa, and they got it resolved. Total BS!
Second order same deal. I get an email this time, but says it is having problems. Technical issues but would be resolved shortly and would let me know via email when the item is ready. I did this on one evening (I think Fri night) then by 11am Sat, nothing. Of course. So I took my email sales # and Order Code # and went to Sears, Montclair CA. Same deal. NO RECORDS. No 5 minute guarantee. I waited at least an hour, spoke to the store manager and the delivery manager and got little sympathy. Seemed like the DMV. I ended up getting them to void the order, and just left. I went to Lowes and bought the edger.
Finally, today, kind of a combo of both. Ordered online, got "Sears.com PROBLEM WITH ORDER Item#999999999! " email. It said that a techinical error happened. Her is the email-
Thank you for shopping with sears.com.
*The credit account number (GiftCard ending 0987) provided with your order #38XXXXX on 19-Jul-2008, was not authorized by your credit issuer. As a result, we could not complete your order**.
For you convenience we are providing this web link to take you back to your sears.com shopping cart to select a new form of payment. The items included in your order are ready for checkout.
As you can see the "SEARS GIFT CARD" now had a problem. I followed the link and they wanted all the information again, I did so. They wanted payment info, so I called the Gift Card line which is for the card and checked the balance. It said $1.34. About 10 minutes earlier I had $125.00 on it, because I got it as a gift, hence Gift Card. SO they took the money, but then said it did not work??? I did this about midnight last night. So called customer service. Left on hold until being disconnect maybe 10 minutes in. So I went to bed, woke up and called about 9 am. Held on hold for quite a while, maybe 10 minutes, had someone look it up. They said it was ok, and ready to pickup. I asked what happened, she said "it just happens sometimes, I get calls like this a lot". "You know computers are’nt perfect". Again, BS. Sears computers are less than perfect. Anyway, I asked her to email me the confirmation so I could print the receipt and go get it. SHe did, and I went tot he Store, this time it was in San bernardino near a friends house where I needed it today. I get there and SURPRISE! No records of the deal. They could not find it. I was pissed. Eventually, about 20 minutes later a manager, Dave, came out and said they got it cleared up and gave me the line trimmer. Bout friggin time. I grilled him on the 5 minute guarantee. I read the sign that said "You’ll receive your item in 5 minutes or get a $5 coupon good for your next in-store purchase". He said, well it was a problem in the system and not eligible. I told him that was crap and unexcusable. He agreed but said there was nothing he could do. I have already emailed his store manager, the folks at Sears.com and all the people I could find online. Again, I expect no response, no resolution.
Bottom line is just stay away from Sears. I will NOT be back. Fool me once, shame on you, fool me twice shame on me, fool me twice, tell everyone I can how bad Sears is and Shame on them!!!