Sears

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I have had two problems with Sears.  One was with their parts ordering call-in number and one was with their online ordering process. 

I needed a part for my washing machine.  I called Sears’ Parts Department and told them what I needed.  They said okay and charged my account.  Then they contacted me and said the part was not in stock.  I had put a rush on it and had paid extra to have them overnight express the part to me.  So when they said the part was backordered I asked them to cancel my order as I could get it somewhere else.  Well, they cancelled my order but still charged me for shipping.  When I called them up they said they don’t refund shipping charges.  They never shipped anything to me.  They said in the interest of good customer relations, they would refund the shipping charges as well.  What good customer relations?  They shouldn’t have charged it to begin with.  In addition, they shouldn’t be charging my account until they actually ship out the merchandise.

My second problem with them was when I ordered something from their web site.  They indicated it was in stock at the store near my home.  After I ordered it they emailed me and advised it was not in stock and if I wanted it I had to go through the whole order process again and order it from another one of their stores.  Since this was not acceptable to me, I didn’t reorder it.  A week later I could not imagine why the balance on my checking account did not match my records.  A call to my bank revealed Sears had charged me for my order–a week after they said they didn’t have it in stock and I should reorder it.  They said Sears would wait several days before they took it off my account.  This was not acceptable to me.  Since they didn’t have what I ordered, I spent the money elsewhere.  Now my account was in danger of being overdrawn.