I recently placed an online order for shorts for my daughter as she is growing & had none that fit…. The 1st place that came to mind was Sears because they have they site to store & my daughter can shop online & we can pick it up in a town 20 minutes away, however no store within a 50 mile radius had the in stock so I decided to place the order online. I got a great deal because I shopped during their friends & family time, plus received free shipping because the order was over a certain amount, I think I also had a coupon code I entered for an additional 15% off. we were happy when the box arrived, my daughter was excited because it was 75 degrees out & she was in jeans, she opens the box & said “uuum whats this? these aren’t my clothes!!!” I looked in the box & what do I see??? lots of little girls size 3t clothes, I promptly called Sears & spoke with someone & then spoke with a manager & after 45 min I was told I had to send wrong items back then reorder the correct ones. My 1st question was ” am I going to be able to get them for the same price? the manager assured me that I would be able to place my order online then call or hit that chat button & they would adjust the prices for me also the manager said she would be sending out a gift card for 5.00 for my troubles … how ever that is not what happened… I have copied & pasted my whole conversation with them tonight.minus my name add & e mail…. let me just say I am not very happy right now… READ AWAY
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Hi, my name is Serto, and it is my pleasure to assist you today. May I have your name please?
you: Beth Babcock
Serto: Good Evening Beth. How may I help you with your order today?
you: I ordered some items & when they were shipped they were not the correct items I sent them back as instructed & was told I could redo my original order & receive the shorts for the same price… also one of the shorts i had ordered sears no longer carries
Serto: I am sorry to hear that you received wrong item and you want to re-order the correct item now, however, the particular item is no longer available. I will be happy to check the item information for you today.
Serto: For verification purposes, may I have the full name on the account and the billing address along with the email that was used to place the order please?
you:
Serto: Thank you.
Serto: Do you want to re-order all five items?
you: no just the shorts & i need to order them in a size 5 if they are available in that size
you: can you also check & see if the woman I spoke with originally has sent out a gift card like she said
you: the Vintage 1955 juniors shorts are the ones that the website says they no longer carry
Serto: Thank you let me check it please.
Serto: Here I see you have ordered four type of juniors shorts, may I have the particular shorts you are referring for please?
you: I would like to reorder all of them in a size 5
Serto: Thank you.
Serto: Currently we don’t have the option to check the color you have ordered, may I have the color you are referring for please?
you: bongo distressed shorts dark blue
you: bongo Destructed med wash
you: Bongo Junior’s Ruched Shorts black
you: Vintage 1955 Junior’s Deconstructed i am unsure as to what color we ordered for those… do you know the colors available?
Serto: Thank you.
Serto: Let me check it please.
Serto: I have checked the previous order and I don’t see you have order for Vintage 1955 Junior’s Deconstructed?
you: i ordered them & they have it marked oline as returned…I also have the confirmation email that shows it was returned
Serto: Thank you for confirming.
you: 00233999003 is the # they have under the description if that helps
Serto: Thank you. Here I see currently Vintage 1955-Junior’s Deconstructed Belted Shorts and Toddler’s Woven Pants are not in stock.
you: I do not want the woven pants anymore
Serto: Currently we have only three item we have in stock.
Serto: Bongo Junior’s Ruched Shorts
Serto: Size: 5 , Special Sizes: Juniors , Color: Black
Serto: Bongo Junior’s Destructed Denim Shorts
Serto: Size: 5 , Special Sizes: Juniors , Color: Medium Wash
Serto: Bongo Junior’s Distressed Denim Shorts
Serto: Size: 5 , Special Sizes: Juniors , Color: Dark Blue
you: that is fine can you order them for me at the price I originally had them?
you: or give me a promo code to use online I have them in my cart already
Serto: I am checking please.
Serto: I really appreciate your time and patience.
you: not a problem I just hope this can be resolved
Serto: Beth, I have checked a coupon code, but, currently we don’t have any coupon code for this items. However, I will be happy to place the order and after placing the order we will be happy to adjust the item price and you will get refund for the difference amount within 3-5 business days.
Serto: How does that sound?
you: no I have a gift card that was used & it only has the funds on it that was refunded form the 1st order.. I was told when I called that all I had to do was call or go online & chat to place order & the order would be corrected
Serto: I am sorry for that. Here I see you have used your credit card and rewards points and the refund has been credited to your account and $6.47 has been credited on your SYWR account.
you: all I have gotten from sears has been a run around about this order, 1st they ship wrong item then, say I have to reorder & i will get EVERYTHING i ordered that i had not received now you tell me 1 pair of shorts is out of stock & I have to pay full price for them then be refunded back the difference???? this is not right at all
you: & the card I used is a american express gift card and I used my rewards points
Serto: Yes, I see the gift card refund has been credited to your gift card and also $6.47 has been credited on your SYWR account.
you: I told you that earlier!!!! “no I have a gift card that was used & it only has the funds on it that was refunded form the 1st order.” DID YOU EVEN READ THIS????
you: IT CLEARLY STATES THAT THE FUNDS ON IT ARE FOR THE REFUND FROM THE ORIGINAL ORDER
you: right now if I were to check out it would be 62.66 for 3 pairs of shorts…ALMOST 20 MORE THAN THE ORIGINAL ORDER WITH 5 ITEMS
Serto: Yes, I see the original refund has been credited and we will re-order the same item, however, we don’t have the option to adjust the price before placing the order, after placing the order only we can adjust the difference price.
Serto: Currently two items are not in stock, only three items are in stock.
you: I was told when I spoke with the manager about this that the prices could be changed before placing the order they can do it in the store so you or a manager should be able to do this
you: is there anyway a manager could call me so I do not have to type things over & over
Serto: I am sorry for that. Online we don’t have the option to change the item price before placing the order, after placing the order only we have the option to adjust the item price. As online chat we don’t have the option to contact you over the phone, however, if you are willing to contact over the phone I will be happy to give you our customer service number where you can contact and assist you better over the phone.
you: you were absolutely NO help today
Serto: I’m sorry for any inconvenience this matter may have caused you.
you: its funny that I just put in a coupon code from an email I received & was able to get 15% off my order 2 pairs of the shorts are now the original price
you: how is it that you are a paid employee & i am not & i was ablr to get the discount with out your help??? I suggest you ask for better training from your management… I would hate to see Sears lose valuable customers due to your ignorance about sale and discounts or customer sevice for that matter
Serto: Beth, the coupon code which you have received via email, that is a special coupon code and online chat we don’t have the option to check our special coupon code information.
Serto: I wish we have the option to changes the item price, however, we don’t have the option to change the item price.
you: I would think that Sears holdings would give you some opyion to help customers better than you have… I am aware that this is not your fault you are only trained to do what you have my frustration is with the company for not educating their employees properly
you: have a wonderful night
Serto: I’m so sorry that happened to you. Is there anything else I can assist you with today?
Serto: I have not received a response yet. Would you like to continue chatting with me?
you: sorry no thank you
Serto: Beth, if you have any query please feel free to contact us we will be happy to help you. We appreciate your business and we want to keep you as a customer.
Serto: I want to remind you that you can buy with confidence from Sears with our 14 Day Price Match and 14 day Price Protection policy This allows you to order now to make sure you get your items, and ensures the best price.
Serto: Thanks for chatting with me regarding the query!
Serto: Thank you for choosing us today; we appreciate your business. Good bye and have a great evening.
Thank you for chatting with us. Please click the “Close” button on the top right of the chat window to tell us how we did today.
***********************************UPDATE***************************UPDATE********************
I called and reorder Danielles shorts over the phone and the 1st time i called when the man tried to place my order we were disconnected, i waited a few minutes to see if he would call me back after all he had my telephone #… Nope he never called back, So i placed yet another call to Sears and when the woman csr tried to put me on hold the same thing happened so I thought hey she was really nice & caring she will definitely call back.. NOPE she never did either, so either they didnt care or they are unable to make outgoing calls.. I hope it was that they just didnt care because i can deal with a few people that dont care, not a large com[any that doesnt care enough to let their CSRs make outgoing call to customers who were disconnected. After my 3rd and final call when I explained to this CSR what happened the previous times she was very apologetic & never placed me on hold, she was great she placed my order & everything went smooth this time. However, i was told that my price adjustment would probably take 3-5 business days to post to my acct, I am sad to say that today was day 5 & still have not received the price adjustment… I also have yet to receive the gift card that was promised to me from the supervisor from the first phone call about the wrong items shipped. Over all I am very disappointed with the way they have handled themselves…. Will I place another order? Probably not… Will I continue to shop there??? at this point I am not sure but I probably will show my face in the stores again just not order online.



















































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