Took 3 calls to cancel successful "your order has not been cancelled before - I can not verify what you are talking about" and afterwards they "forgot" to reimburse the money "your acocunt shows that the order has been canceled but, funny, no refund has been issued... dont know what happened." Sears is the worst online dealer I ever dealt with when it comes to cancellations.  

WARNING! STAY AWAY FROM SEARS HOME DELIVERY! BUY IT, PICK IT UP, AND RUN!!!  
 
I ordered a dryer on July 2nd with +$110 in home delivery and installation fees from Sears in Murray, Utah.  
 
The delivery servie showed up four hours late. They then proceeded to stuff the dryer through the doorway. All while I was asking them to stop so I can take off the hinges. They ignored me throughout the process.  
 
The delivery service cause deep douges in the wood and scratched the dryer. While I asked them what will they do about the damages, they first ignored me and then tried to stare me down. They then started to cuss me out between themselves in Spanish during the installation.  
 
Finally, they sent me an 800 number to call regarding damages. The Sears damage claim agent said I'd be contacted in 72 hours. It's now 10 days after the fact.  
 
WTF?!!! SEARS just lost a customer for life.

I wish I had read all these reviews before I started my long process with Sears.com....I ordered a pool from them the beginning of June...the description of the pool was very vague on their site so I called customer service to enquire as to what all came with the pool and specifically asked if it came with a pump and ladder and was told yes indeed it did since it was a pool "with a package" so I went ahead and placed the order with her that day. I was told it would arrive in about 10 days and I would receive an email confirmation. I waited a few days and no email confirmation...so I call and I call and I call and finally a month later my pool arrives..only to discover it does not actually come with a pump and ladder only the pool walls, liner etc...so I call to find out why I wasn't sent the items I told it was suppose to come with...I spoke to several customer service reps 2 who told me I should have and 2 that said it did not come with those items...they did offer to let me go ahead and purchase them through them with a 10% discount....wow, that about floored me! I almost had the pool picked up but at this point I had already paid an excavator to dig out a place for the pool and had equipment sitting at my house that I was renting to put the pool in so I decided to get the extra parts from a local dealer...should have dealt with them in the first place...I would NEVER order another large item from Sears again and I'm not even sure I would buy a pair of socks.

Email received after our original order was canceled a second time because the idiots in online ordering can't read or type. This is for the third order.  
 
Dear Customer,  
Thank you for shopping at Sears.com!  
We are happy to match the price of the previous refrigerator price at $1189.99 but can not offer free installation since this is done by a third party not Sears (which is WRONG!!!!). Please let us know if you wish to continue with your order, or you can have it delivered for $65.00 and find your own installer.  
 
 
Email we sent back:  
 
What this letter should say is:  
Dear customer, whom we have screwed up with 3 times. Who has spent 5 hours on the phone since Monday. Who has been promised a refrigerator delivery for 6 days. Who has been double billed on his credit card. We will make no effort (other than offering you the original sale price which you would have gotten anyway had we done our job right). to keep your business.  
That's what this letter should say, because as it stands, this is the last purchase I will do with Sears.  

Once upon a time a million years ago, there used to be a terrific place to shop. It was called Sears, Roebuck & Co. There's a place called Sears today, but the only comparison is the name. It's become a terrible place to shop. A recent order online was placed, they charged the credit card immediately, but never sent confirmation of the order or that it was ready to be picked up at the nearest store. Never heard another word from them. I was trying to make a purchase of about $230 and had planned on spending another $100 when I got to the store itself.  
 
Customer service was helpful, took my request to cancel, but had no assurance it would actually happen. Suggested I call the store. Never, in the years that store has been here, have I ever been able to call the store and get someone to answer, it rings and rings and then hangs up.  
 
Oh, best of all, even though they can charge your credit card in 5 seconds, they can't give you a credit for 5 to 7 days.  
 
Called their national customer number, even they couldn't contact the store, and when they did they were exasperated that no one seemed to be able to get a manager. I wanted to cancel with the store, too, for assurance a cancellation and refund were done.  
 
Each buying experience gets worse and worse, quality of product has gone downhill, customer service almost non-existent anymore. It's only worsened since K-Mart bought up Sears, what a shame to see that happen. Both store brands, I predict, will disappear very soon.  
 
And the only people to blame are those at the very top, making the fat salaries and bad decisions. Too bad the regular employees will suffer while the dunces at the top get rewarded.  
 
Never again will I purchase through Sears.com.

This review was modified by its author, stevernv, on 6/1/08 5:01 PM.

Please read my story. DO NOT EVER ORDER FROM SEARS.COM.  
I ordered a Tom Tom gps One that was on sale for mother's day for pick up in the store on May 10th. I didn't receive a confirmation email by 6pm on May 11 so I called Sears.com. This is the beginning of the biggest nightmare I have ever had. Everyone there lies, some scream, some hang up on you. Noone there will help you. They blame it on their system. I have NEVER in my life experienced such HORRIBLE customer service. Don't ever ever ever oder from sears.com.  
I called for 6 days straight and was told first they were checking the gift cards, then the store I was to pick it up at was out and ordering it in, when I went to the store and found the item in stock all of a sudden it becomes a gift card issue again. I was then told it was an order problem, it was stuck in the system, too bad there was nothing they could do but cancel it. Too bad if I was to get a free restaurant card (worth $25) and a book for mother's day. Tough they would match the price and that's it. I would have to pay for a second one while i was waiting for my gift cards to be creditied.  
I could write a book. I have every conversation written down. I was lied to every time whether it was a customer service rep or a supervisor. They thought it was funny to pretned their supervisors were managers. One pretended he couldn't understand me and tried talking in broken English. The lady at CORPORATE yelled at me and called me MRS (I am not married) and told me she would email them and I had to wait 3-5 more days (I had already waited 6). I got no money no answers no item. Finally after 10+ hours on the phone with them and spending at least 30-45min per call on hold they cancelled my order and put the money on my gift cards. I ran to a different store and used them there before they changed their mind.  
Sears.com is the worst for customer service. I have never been treated so poorly in my life. I have told every friend of mine and will continue telling the world NEVER EVER order from Sears.com. They are rude. You won't get what you ordered. You will be chastised, yelled at hung up on lied to.  
F- I hope they go bankrupt and everyone of those Customer Reps lose their job. If anyone applies to your company and says they worked at sears.com DO NOT HIRE them. They are rude. It is a requirement to work at sears.com  
 
I will never ever shop their again. REMEMBER NEVER SHOP AT SEARS.COM

 
Dishonest and illegal "bait and switch" advertising, for a HDTV that is never available:  
 
Panasonic 42 in. (Diagonal) Class Plasma Integrated HDTV (720p), VIERA  
Sears item# 05775508000 Mfr. model# TH-42PX80U  
 
Copy of complaint sent to New Hampshire Attorney General's office:  
 
Since November Sears repeatedly offers this plasma tv, usually with rebate or discount. On each occasion I have tried to order, but they are out of stock. I have ordered within 32 minutes of the emailed sale announcement: Out of stock. On at least 7 times I have checked for stock in NH/MA/VT/RI/CT: Out of stock. I have checked with various zip codes throughout the entire country: Out of stock. This seems to me to be a clear case of "bait and switch," and seems unethical and possibly illegal. They appear to advertise a product that is in fact NEVER available. I have written them at least 20 letters and calls, to no avail. Fair resolution: Stop advertising unavailable items and sell me one at the advertised price. It seems to be an unfair business practice to offer items that truly are never available. Thank you. Note: I was forced to enter a purchase date, I wish I could have done so, but then there would be no complaint.

This review was modified by its author, jsflynn603, on 2/11/09 6:34 PM.

Ok - So I thought "SEARS" - Yeah That HAS To be a good place to shop and I wouldnt expect any Major problems..... I was WRONG!  
 
I ordered a Futon on 13-Mar-2008 that was marked as "In-Stock" and waited for it. They promptly took the money from my credit card.  
 
After a few weeks I didnt hear anything - So I sent them an E-mail and got the standard "See our delivery terms" E-mail, aparently they alow up to 21 business days just to Process the order.  
 
So I again followed up after this time and they started an "Investigation." A few more days passed and I finally recieve the first e-mail that they initiated on 16 April - stating that they were not able to process my order and would issue a refund.  
 
To sum this up:  
- I dont have the futon.  
- I have to wait for the refund to process.  
- I have to pay out of my pocket for a months worth of extra finance charge and interest on my credit card.  
(All for an Item that was "In Stock.")

This review was modified by its author, stewartde, on 4/16/08 3:42 PM.

i placed an order for the animated doe and buck. at the time they were bogo free. so i ordered 3 of each. confirmed they would be recieved before christmas. the bucks came and the does never did. in Jan. i called no does.. they would have to do a search and to call back in a week i also emailed customer service. week later i called agian still nothing search was never done, in the process of being on hold i get an email stating that the does were no avaliable and that my card was not charged. but it was!! so when the customer rep. came back on the phone i explained my email and they said they would refund my card it would take 5-7 days... i told them it had already been a month and it should take that long. well 5-7 days later i called back and they said the refund would take 7-10 days AT THIS TIME I WAS VERY MAD!!! well again 7-10 days went by and again i emailed customer service and they emailed me back that they would do the refund in 3-5 days. i called back 10 days later and talked to a very rude lady... who told me that the refund was denined because i have called too many times and i had not returned my bucks. and all she could offer me was a $20.00 gift card. they owed me 29.50 and i told i would take a $30.00 gift card but would not accept a $20.00 one she said well all i can do is send you 20.00. Well i was VERY MAD now and asked for corps. number and she said they didn't have a number for them. I said well i know you do so please give it to me she said in a very smart tone they didn't have a number. I then yelled at the lady that i would get it off the internet Which i did find!! well i was so mad i contacted my credit card company and they took care of it and on 2-4-08 i finally got a refund thanks to Discover. I am an avid online shopper and i will never shop sears.com

Do NOT order from Sears, it's not the company it used to be. When my ordered didn't come (my card was charged the day of the order), I called and got Jakisha who couldn't tell me anything, wouldn't let me speak to anyone else ("there are no supervisors or managers here"). I wrote several times and only got "canned" replies. Then I noticed that checking my order online that the ORDER DATE kept changing, making it look like I had just ordered. Turned it over to my credit card and obviously they KNEW what date the card was charged. Basically the card company gave them 2 days or charges would be wiped out, so after several weeks of no response my order comes on the second day. I've used Sears all my life (age 60) but after seeing the ratings on here and finding out they now have the absolute lowest credit rating made, I won't be ordering ever again from them. Somewhere along the line good service went away, which I figure they will too.

I've used Store Pick-up only. But my experience so far has been positive, except that the online rebate center has not been working very well. Only some of my items qualifying a rebate show up. So I called, and they told me to submit by mail. The customer rep had an accent and wasn't super nice, but I guess that was OK.

This review was modified by its author, zeta, on 3/4/08 9:29 AM.

I have ordered three times on line for store pickup, on sale items and they always have them ready to be picked by the next day.Saves me money and time to check if their in stock.

Wow, Sears really doesn't ever want me to order from them again!  
 
Web site is terrible, though easy to navigate (forward), using the back button resets every preference (i.e. view 80 items per page instead of 20 etc.). so you can set preferences but as soon as you look at an item, you will have to reset them.  
 
Order you items, and you will get a confirmation email with an "Expected Arrival date" of the next business day (which you know is wrong) BUT THEY DO CHARGE YOUR CARD THE NEXT DAY a week before shipping.  
 
A week later (or more) you will get an email saying your order is on the way, but NO tracking number (even though it ships UPS).  
 
Oh sure it includes a link that says to check the status of your order, "click here" but it doesn't go to your order it goes to a login page that (even after you log in) doesn't go to your order.  
 
And of course, there is NO TRACKING NUMBER there either. Oh sure there is a field that says "Tracking number" but it is empty.  
 
Oh and it shows your "Order Date", as the day it shipped, not the day (a week before) that you really ordered.  
 
A week later (2 weeks after ordering) you get your stuff (mine was tools), and it looks like the stuff has already logged some time in a tool box.  
 
It's like they know what would make for a good web shopping experience, they just don't care.  
 
So you think you would like to choose in store pick up? Sure why not? They guarantee 5 minutes is all it will take, nope, I was there for an hour and they didn't have one of the items in my order, even though they sent me an email saying my order was ready to pick up! (They did ask me to sign for the order without it all being there though).  
 
Nope they just don't want my money, no matter how much I want them to have it.  
 
Fine.  
 
I'll shop somewhere else.

This review was modified by its author, martmann, on 2/25/08 7:50 AM.

I am very disappointed with my experience with Sears.com. This is the second time they have cancelled an order I have placed with no notification. On this order, I checked store inventory before placing an order. I waited to get a confirmation email, but after 2 days I decided to call. Customer service said their system was down, to call back in an hour. Still down. I called the next day. STILL DOWN! I called 4 times that week. Monday of the second week I call to be told my order was cancelled. No email or notification whatsoever. The supervisor said that if I really wanted the product to go to the store and buy it! Thankfully my card had not been charged. Its as though they don't want online orders.

This is my story about trying to get my money back from Sears.com for a $237.26 order I placed in August of 2007 and never received. As of January 9, 2008 I have still not received my money back and was told today that I would have to wait another 30 days. I have also posted this at www.neversears.com  
 
Throughout this ordeal, I have dealt with some very nice and professional people at Sears.com Customer Service. Most of them appear as frustrated as I am about how long it has taken to get my money back. This does not excuse the hours I have spent on hold, the inconsistent stories, and the fact that it is January 2008 and I still don’t have my money back from an order in August 2007 that I never received.  
The chronology below is absolutely factual, and the facts have never been disputed by Sears. It is worth reading. Keep in mind that each call to Sears.com Customer Service involved at least 45 minutes of hold time while being passed from person to person. I provide this information so that other consumers can make an informed judgment before ordering from Sears.com. Here is the chronology:  
 
An order was placed on Sears.com on August 9, 2007 for two items totaling $237.26. The order number was 00833133000.A FedEx shipment notification was sent on August 16, 2007 stating the items have shipped (582379630565869).  
 
After a week, I called Sears Customer Service (800) 349-4358 to ask why the items have not been delivered. They said they did not know and that I should talk to FedEx.I called FedEx and they said the shipper would have to initiate a tracing actionI called Sears Customer Service again, and they said they said they would initiate a tracer, but it would take about two weeks. I heard nothing back from Sears. By this time, the time for me to dispute the credit card charge had expired. I trusted Sears to do the right thing and issue a credit because I never received the items I ordered.  
 
I called Sears Customer Service again on September 23, 2007 and talked with Julian. He said a tracer had been initiated, but there was nothing back on it.I called Sears Customer Service again several times in October, and was told that FedEx would have to reimburse Sears before Sears could reimburse me.  
 
I called Sears Customer Service again on November 9, 2007. They told me that they confirmed that “the vendor” confirmed that at least one of the items was never delivered. I then asked if they could at least give me my money back on the least expensive item while waiting for confirmation from “the vendor” that the second item was never delivered. They said they could not. They said I would have to wait 10 days and call back.  
 
I called Sears Customer Service again on November 19, 2007. I was told this time that Sears can’t issue a credit, “the vendor” has to issue a credit, and that a request for credit had been issued to “the vendor”. No credit was issued.  
 
I called Sears Customer Service again on November 28, 2007 and talked with Sue. She said that FedEx was still not responsive and that it would take another 14-28 days.  
 
I called Sears Customer Service again on December 10, 2007 and spoke with Christie. She said that there was a note in the system on the order that it would be “reviewed” on December 21st. I then asked to speak with a supervisor. The supervisor, Sharon, said that there was nothing she could do.I called Sears Customer Service again on December 26, 2007 and spoke with Laurie. She said a credit had been issued on December 14th. At this point, I thought I just had to wait a few days for it to show up in my credit card account.  
 
I called Sears Customer Service again on January 3, 2008 and talked with Kathleen, a supervisor. She said she did not see the December 14th credit Laurie spoke about, and that “the vendor” had to issue the credit. I told her I did not order from “the vendor”, and that Sears.com is who charged my credit card. She said it had been turned over to “The SRT” team who would work with “the vendor” to get the credit.  
 
I called Sears Customer Service again on January 4, 2008 and talked with Nicole, a supervisor. She said several requests for credit had been issued and they are still showing open. She said there is nothing else she could do. I then asked for a Manager. I was turned over to Tracy, another supervisor, who said that a request for credit was issued by Sharon in SRT on January 3, 2008 and that I would have to wait. I again asked to speak to a manager. Mamie, a manager, came on the line and said again that “the vendor” has to issue the credit, and that the matter has been elevated. She said that her system shows that the merchandise ordered has been back in the warehouse since August. She was very nice and said that it has been escalated and that it will take another 5-7 days.  
 
I e-mailed Sears Customer Care and received a response on January 4, 2008. The response said “As of today, a credit has not been issued. We do have people on the SRT team working to have a credit issued”.  
 
I called Sears Customer Service again on January 9, 2008. I spoke with Heather, a supervisor, who was rude and said that her record shows that I said I would call every day until it was resolved. She said it has been elevated to “Don Bennett” and that I had been advised that it would take 30 more days. I told her last week I was told 5-7 days. She said there was nothing more Sears Customer Service could do.