I can’t believe I continue to shop at Sears for any reason-- and now I thought Sears.com would at least save me from dealing with teenagers (in store help) to resolve my problems-- but the online service is so bad it should be criminal.
First- I purchased several items before Christmas 2005 online and used ’’Expedited’’ shipping service. It cost me a fortune, but I needed the items for a specific date. Then 10 business days after I ordered my items I had not received them. I called sears.com on their customer help line and spent over 3 hours escalating to a manager. After being hung up on over 3 different times and having to re-explain that I simply wanted my shipping refunded because sears did not meet my expectations of ’’expedited’’ shipping (or theirs, as they say 10 business days allowed). Finally I was credited for partial shipping. Then I stated that I wanted to return the items that ’’had not yet shipped’’ in the order. After another 20 minutes of the manager explaining to me the IMPOSSIBILITY of canceling an order that had not shipped-- he said when I received it simply return it to the store for credit.
’’Simply’’ returning the items to the store is the story line for Mission Impossible III. First, the two counters I went to said they had no idea what I was talking about and that you cannot return your items bought online to the store. After I spent 30 more minutes calling sears.com and getting them to talk to the manager behind the counter and forcing them to accept back the items I had tried to cancel before they had even shipped, they would not give me full value of the unopened items because those items were not on sale in the store. This was the biggest scam I had ever encountered. Finally, I was so infuriated at my stupidity to continue to try to talk to individuals that could not be more unhelpful I accepted my store credit (because they refused to credit back my charge card) for half the value of the items that were unopened that I had purchased online 12 business days earlier.

1 hour and 45 minutes later, I attempted to cool down and walk out of the store. I passed the jewelry section and remembered that I had purchased a watch for my husband for Christmas and the battery was dead 2 days later. I spoke to the women behind the counter saying I needed a new battery. She said I would need my warranty paperwork to get the new battery. I said--- FINE, I don’t need it to be free, I will use my new store credit, could she simply let me purchase a new battery for the defunk watch they had sold me only a week earlier. She said, ’’No, it would really just be easier for me to get my paperwork’’. I said ’’how is it easier for me to drive home and find the warranty paper work for the watch that you sold me that was broken when I bought it?’’ ’’Could she please just sell me a battery for the watch.’’ She said she couldn’t. And then I said, ’’Fine, I would like to completely return the watch for a full refund’’. She stated I could not return the watch because they no longer sell the model watch I was trying to return. (1 week after Christmas).

I did then sware at the women, throw my watch across the jewelry counter and walk out. So, if anyone would like a free broken 150$ watch, you can find it at the Sears in Everett Washington, in the jewelry section.