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Sears.com - Worst Online Shopping Experience to Date

A

AmpedSilence

Platinum Member
So I just moved out of my parents house (for the second time) and i gave my parents all my furniture from my previous apartment. Rather than taking it back and leaving my parents with nothing I decided to replace it all. (when i moved back my furniture was less than 3 months old and we redid the entire house, trashing the old furniture that my parents had)

I needed a TV stand for my Living room, naturally. I find the prefect one (Mfr Link).

It's exactly what i wanted. Lots of space and can easily fit my Samsung 56" DLP.

Doing a quick a google search i find that Sears carries for $165. Not bad, about $60 less expensive than Target and almost $100 less than some other retailors. (Link). Great! The picture matches, the description looks to be right. The mfr number doesn't match, but its common for a company to request a company specific product number to prevent price matching. Good to go!

So i order it and it shows on door step. Its not the right one. I go back to the site, everything matches up. the product number, the mfr number. I'm thinking wtf? I go back to the Sears.com site and i find this item. I'm like wtf, a very similar mfr number (662 v 601), the picture is the same, and the description is very similar.

Really confused at this point. After more research, I find that Wal-mart has it also, but for a better price. So I want to return this to Sears. After calling the help line, they tell me that I can return it to the store. Not a prob, there is a store a mile down the road.

I take it to the store and they refuse to return it!! I was not pleased. I called customer service on the spot. The CSR on the line and the CSR in front of me start arguing in front of me! The person on the phone says that they have to accept it, the person sitting there is saying that they can only accept it if they carry it in the store. WHAT??? After about 20 minutes of them fighting it internally, they finally accept the return.

This was by far the worst online shopping experience i have ever had. considering i bought all my living room furniture online, along with almost all my computer equipment, this was a rude awakening. Needless to say, I will limiting my purchases from Sears.com from here on out. Honestly, How hard is it for a company to make sure the pictures are actually correct? Amazon, Newegg, Target all do it just fine! And they have a much larger selection than sears.

In the end, I bought it from Wal-mart and did in-store pick-up. So, if the same thing happens, i will return it on the spot rather than going through all that crap again.

12/16 - Update

Wal-mart Site-to-Store Rocks. i got what i wanted and here is the what the finished product looks like!

http://i2.photobucket.com/albu.../nirash81/IMG_0921.jpg
http://i2.photobucket.com/albu.../nirash81/IMG_0922.jpg
http://i2.photobucket.com/albu.../nirash81/IMG_0923.jpg

YAY! 🙂
 
What an ordeal, at least they let you returning it in the store instead of making you ship it back. Glad you got what you needed, for a lower price.
 
Originally posted by: Marlin1975
So did the phone CSR or the store CSR supply the happy ending? 😕
Click to expand...

Phone CSR trumped Store CSR

Originally posted by: amdskip
So did sears send the wrong item or is it listed incorrectly on their website?
Click to expand...

The item incorrectly pictured and described on there site. Here is what they sent me... link

My biggest frustation was that you have two products on the same page with the SAME picture, and a VERY similar description. But one is $60 cheaper than the other one. What do you think people are going to order?

In addition, on the packing slip, one of the return reason was "Not as Pictured/Not as described". Obvisously this happens often enough that they had to pre-print it on the return label. THAT is problem.
 
A few notes about Sears.com (or most any online site for that matter)

You should save or print out any offers they may have on the website, either financing on the Sears card offers or sales offers, and even a printout of the item itself, just so you can regurgitate it to them later when they fail to honor the deal or deals.

Even on price matching, you need to save the page of the store where you are price matching the item, and even save the local availability information, too, such as cart information with the price listed.

Then, when they miss ship an item and, say, threaten to charge you the notorious 15% restocking fee on many items if opened or used, you can throw the stack of papers at them to force the issue.

Sears great customer service fell into ruin after they merged with Kmart. Soon, they will be S-mart, since they are firing all the old Sears associates who actually cared about the brand in favor of new associates who are paid a lot less and don't give a crap about the customers.
 
^


When i was a auto-tech I went in with 5 or 6 1/2" rachets. All borken so i was just exchanging. He looked at them then me and said "your doing something wrong..." He turned away before I could say anything and gave me new ones but I was WTF.
 
Originally posted by: Marlin1975
^


When i was a auto-tech I went in with 5 or 6 1/2" rachets. All borken so i was just exchanging. He looked at them then me and said "your doing something wrong..." He turned away before I could say anything and gave me new ones but I was WTF.
Click to expand...


he probably didnt mean it that way, because craftsman tools (sold at sears) are supposed to be veyr good
 
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