Sears.com

I ordered online two chaise lounges on 4/26/12 and was promised delivery to the store for pick up by May 3, 2012. I have contacted Sears customer representative after two weeks to determine the status of the lounges delivery to the store and was informed that (by email) they would refer the matter on to the research department and would get back to me within 3-5 days. No reply, so I contacted them again and once again was told they would refer the matter to the research department. Once again, no reply from them. I wrote a third time and was informed that, once again by email, "We are currently in contact with our warehouse to ship out the missing merchandise as long as it is available. Results of this investigation may take up to seven business days. You will receive an email stating that the merchandise has shipped including the new tracking number. We apologize for any inconvenience."

How acceptable is that? I've already been billed for the merchandise and have informed Sears that I'll have to cancel the order if I do not receive a reply by 5/18/12. In the overall picture of life, it is not the biggest issue one can have; however, this is the second time this has occurred to me with the Sears online ordering process. Is there no pride anymore in Sears customer service nor commitment to its customers? Unfortunately the cyber world of online ordering and emails has removed the human aspect of commerce. I have few complaints with the ease of online ordering in general but when one gets caught in the electronic loop, it is as if one is just talking to themselves. Hopefully, this will resolve itself. Well, it will one way or the other, but life is too short to be caught up in such unnecessary hassles.

Re: Sears order **, I purchased a Patio Set, Lexington Modern Camfora 4-pc outdoor rattan set for $1.00. The shipping was $90. Knowing this was a mistake on Sears or the vendor's behalf, I initiated a live chat with a Sears representative. She informed me that it was a vendor error and the vendor would take care of the situation. Once the vendor/manufacturer was open for business, I called and spoke with a representative stating that it is a Sears issue. What or who do you believe? They both are giving me the runaround. Since then, Sears has cancelled my order and refunded the money stating that the product is out of stock in which it is not, per conversation with the vendor.

I have a receipt of purchase and a confirmation with a ship date. What gives Sears the right to charge your credit card, making the product mine, then retracting the order once a discrepancy is found? Once my credit card is charged, isn't that the consumer's right to the goods? It's no different than the bank or Paypal depositing money into your account. Once the transaction is made, isn't it binding? They shouldn't be able to take it back. Sears needs to pay for its mistake! I attempted to reorder today and the product is in stock to expect delivery 05/30/2012 with a new price of $1150 plus shipping. I have documentation of all orders, confirmations, conversations and emails. I would like to see Sears honor its mistake on the price and availability.

I am very disappointed with Sears' customer satisfaction. I placed an online order that never showed up and when I called to check on it, the idiot customer service reps couldn't figure out how to find it. Then once they did (45min on the phone), they said oh, it was returned for damage. And for me to get my order I had to purchase the product again and once they figured out what happened, I would be refunded.

That was a month ago, and I still have not received my order or a refund. Also, they can't do anything because their online orders are through a third party and they have no control over them. Let's see Sears charged my card. It was ordered through the Sears website and I received confirmation numbers from Sears and they have no control! What a joke. I have spoken with several of their customer service reps and supervisors and all I ever got was apologies and we can't do anything about it.

I would like to file a complaint about Sears.com's return policy concerning its representation of third party vendors. On December 7, 2011, I purchased many items from Sears.com including a Chimney 61262 Woodfield Wrought Iron Combo Wood Holder/tool Set with shelf (Item #SPM173749058). At that time, I did not know that this product was being sold by a third party vendor. It is normal when one purchases many types of products (like a fireplace set and clothes) from an online vendor that the products might be shipped at different times. Since this was a Christmas item, I wrapped the present and waited for it to be opened.

I knew that I purchased the product from Sears.com and I thought that I had 120 days before deciding if I wanted to keep the fireplace set or return it. We decided to return the product at the end of January. I started looking for my receipt and my email confirmation. I also started researching where the closest Sears store would be so that I could return it. After reading the fine print of my email confirmation, I finally figured out that the product was not sold by Sears.com but by a third party vendor, Unbeatablesale.com. After researching how to contact them for a return authorization, I was able to finally email them on February 9, 2012. Because I didn't initially hear back from them concerning this issue, I emailed them, again, later that day.

Two representatives from Unbeatablesale.com returned my email stating that they had a 30 day return policy and I would not be able to return my fireplace set. I responded back to them that this was a Christmas present and normally businesses have alternative return policies for holiday items. Again, their response was the same. I told them that I was not aware that my item came from a third party vendor and that my item was under the jurisdiction of a different return policy. Sears.com has a 120 day return policy and I wanted them to honor that. They told me to contact Sears.com.

On February 13, 2012, I called Sears.com to see if I could talk to someone about this misrepresentation of the Sears.com website. After a 42 minute conversation where I talked with four different representatives, the answer was the same. Sears.com is a storefront for third party vendors. If you purchase something from the third party vendor, you are bound to their return policy even if you aren't aware that you are purchasing an item from some business other than Sears. I think that this is a misrepresentation of Sears and fraudulent. If a third party wants to sell products through Sears.com, those products should honor the same return policy as Sears.com! I asked if I could have an address where I could send a letter of grievance. At that time, I was transferred to a Spanish representative and my information was all erased. I was incensed! What a lack of customer service!

After that, I tried to contact Sears and Sears.com through the webpage feedback. Once again, I got the run around. Since Unbeatablesale.com delivered the product to me, that product had only a 30 day return policy. I would not have purchased a Christmas item on December 7th that had a 30 day return policy. That is ridiculous! One Sears employee, Liz **, even apologized for the miscommunication and thanked me for bringing this situation to her attention. That was nice but she still wouldn't return my product. I am now stuck with a fireplace set, which I paid $158.63 that we do not want!

Once again, I think that Sears.com's return policy concerning third party vendors is wrong. Customers who are purchasing items from Sears.com should be able to enjoy the benefits of purchasing an item through Sears.com. One of those benefits is having 120 days to return an unused item. I am frustrated with the lack of customer service.

I completed a complete order with car info for an hour on Tuesday night at 10 pm. The chat went away and no email was sent. I call this morning and there was no record so I went though the entire order. This included picking up grill at the Sears store in Paramus but the gas conversion kit could not be sent to the store but shipped to me.

I also set an install for Monday 3/12. I was then told that it would take 8 days to 3/14 to get the conversion kit. So I obviously could not go ahead with the install for 3/12. I am going on vacation 3/15 and I wanted this done. I was told that I would have to order another conversion kit and it would be shipped priority then bring back the other kit. I get it on 3/14.

This has been a horrible experience and I wanted to cancel the entire order but was told I couldn't. I have spent 3 hours of my time on the darn thing. I should have been compensated with a discount for my inconvenience but was told that the $7 shipping would be lifted. Sears escalation and responsiveness has been terrible.

I ordered a laptop I saw on the Sears website. I paid for it and now after several days of run around, I'm told my order doesn't exist. After a few more frustrating phone calls, I said I would involve my lawyer. They said go ahead, we have lawyers too. No wonder Kmart owns them!

I went on the Sears website and ordered 2 heaters as gifts for my relatives. When I received the items, they weren't the heaters I was supposed to order. A few days later, I tried to return them to Sears. I was told that I had to ship the heaters to the manufacturer not Sears, at my own expense. So I called the 1800 number for sears.com and they said that I could return them to the store. Only for me to return to the store to be turned away with these heaters. Sears keeps giving me the runaround with these heaters and all I need is a return shipping label so that my money can be returned to my card and I can purchase the correct items.

My wife bought a set of sheets online to be picked up at the store. After getting the sheets home, she opened them to put them on the bed and she saw something that looked like hand prints in the middle of the sheets. On closer inspection, it looked to be dried blood. My wife called the local Sears store in Johnson City, NY and was told to call the 800 number. When she did, she was put on hold and a lawyer picked up the phone and refused to talk to her, stating it was a liability to Sears for anyone to talk to her. We took the sheets back down to the local store and they told us the only thing they were willing to do is take the sheets back with no explanation of why or what was to be done. We both said no and they told us to "keep" the sheets.

I placed an order on Sears.com for Store Pickup. There were 5 items in my order. I was traveling and could not print out the order confirmation. I did wait for my confirmation email that the order was ready. When I arrived, I was informed that they had only had two of the items in stock. I didn't want a partial order, so I asked for a refund. I was told that they could not refund my order without the code from the email. The order was marked as Picked Up as soon as the Store Pickup staff served me, presumably to preserve some sort of time record. Now the order is "Picked Up", when I never actually received any items, and they kept my money. The staff at the store I was at was polite, but completely unable to do anything for me.

I purchased a 18.2 cu refrigerator online on Jan. 2nd 2012. The expected delivery on Jan.5, 2012. The refrigerator was too large to fit. They took the refrigerator back to the store and I called the same evening to try to exchange the refrigerator for a 14.4. The sales and delivery departments indicated that I would have to purchase a new order (refrigerator) with my credit card, because I would have to wait 7-10 business days for a refund. Another person told me 3-5 business days and another representative told me 6-8 business days.

I do not have another $500 to purchase another refrigerator, when Sears could have exchanged it and when I called they hung up on me several times. I have all of the call logs and the receipts when they cancelled the order while I was in conversations with them. They were not willing to help me at all. I now have no refrigerator and no money to buy a new one until I receive my refund within 2 weeks. How poor is that type of service to a paying customer?

I wish there was an option to give negative 5 stars. My husband is Army, we are stationed overseas and having a baby next month. For the past 2 1/2- 3 months I have been trying to order to Disney Botanical Baby Play Yard, only available at sears.com and Kmart.com. All four times I had ordered this item it had instantly gone "out of stock" and they had been "unable to fulfill my order. " (This has happened each time no more than 24 hours after I had bought the item) The first two times my credit card was charged and I received my money back for those two times. The last two times it was "Canceled instantly" and so my card was not charged.

I have called customer service and their only answer was that this item is a very popular and unique item and that I would have to order something else as there is no guarantee it will come back in stock. Why the ** did your website said it was in stock if it was not in stock? Way to support your freaking troops!

Similarly, I have still not received the travel system I have ordered (in November) and the baby clothes I ordered (early December). I finally received the baby clothes I ordered in October. At this rate my kid is going to be 2 years old before she gets her travel system and newborn clothing! I am very disappointed with Sears.com and Kmart.com's lack of customer concern and control of the items that they are trying to sell. I am also very disappointed in their lack of support for our troops and their families, who sometimes have no other options but to buy online.

I placed an order on Sears.com on December 2nd and was guaranteed delivery by December 9th. I have waited and waited for order (for Christmas) since December 18th. I have asked for a refund and have sent numerous e-mails, called almost every day and have been told almost the same thing every day. I traced the items and they were delivered to the wrong address, 7 hours from where I live, on December 23rd.

Once again, I have asked numerous times by calling Sears and e-mailing them asking for a refund! I am being told the same thing every time I call by waiting 3-5 business days. Then they told me they were escalating an e-mail to issue the refund or that they were checking on it and put me on hold and then hung up, etc., etc. I have been a Sears customer for 25 years and I can't believe this is the way that they are treating their customers!

I ordered 2 Mickey Mouse watches several weeks ago to give to my grandchildren for Christmas. It is now Christmas Eve and I have not received the watches. I am very disappointed in your service.

6 weeks ago, I ordered a treadmill from Sears.com. I was told that it would be delivered and installed on the same day at no extra charge. Unfortunately, that was not true, and I was charged an extra installation fee of $180. After the machine was assembled by a professional contractor, it would not start. I have been dealing with Sears ever since. It took 2 weeks for them to send someone to come look at it and determine the consul is defective. A new part was ordered, but it is on back order and it is unknown when it will arrive.

I'm told that in order to receive credit to my account or a replacement, I need to disassemble this machine, box and ship it myself, then order a new one. I no longer have the box; the installer took it to the curb the day he put the machine together, so where would I find a box? Plus, it is not possible for me to box a 300 pound object, and given that it has been defective from the get-go, I do not believe either of these actions are my responsibility in order to receive a refund and/or a new treadmill. I have called Sears and visited the store many times. Last Wednesday, I was on the phone for 4.5 hours trying to receive a resolution to my problem. That is an example of the poor customer service I have been receiving for the past month, in addition to not having my calls returned when promised and being disconnected during the middle of calls.

5 weeks ago, I received my treadmill and it is still not working nor is it in the process of being properly returned, plus the charge still lingers on my credit card. In addition, I have wasted 1.5 days of PTO (with more likely needed) to deal with this problem, which does not include the hours I have spent on the phone while at work trying to resolve this problem with Sears. My treadmill should be relieving my stress, not causing it!

I ordered an item through Sears.com and the item was lost. I called customer services over a month period and every damn time I get a run around. "Wait 9 days "... "Its under investigation"... "Didnt anyone contact you?"... Their customer service is worthless. This will be my last time I will ever shop with anything that deal with a Sears name envolved.

On May 6, 2011, I went to Sears store #2807 to pick up a purchase I'd made online. During pickup, the Sears associate damaged the backseat of my car when he forced the item into the backseat, rather than using the trunk. (This was despite my request for him to stop forcing the item.) I immediately went into the store and spoke to the manager. I was told to get an estimate and let them know what the damages were. I did this within a few days and provided them with all paperwork requested.

In the nearly 2 months since, I have visited the store several times and left over half a dozen messages for the manager. In frustration, I visited the store again 2 weeks ago (mid-June). At that time, the manager apologized and told me that a claim had been filed on my behalf and gave me confirmation of the "person handling my claim".

Imagine my surprise today when I called the claim number only to find that it was a call center. After much time on hold, the representative finally told me that there was no claim. I called the store again and the manager, Tim was extremely rude. He said that he would call me back, which again did not happen.

I looked at Sears2go on my iPhone app. I clicked on browse then lawn and garden and then pressure washers. They advertise on second page of washers a Vox p-washer 4000 psi with Honda motor for regular price of $2,199.00 and in same ad, it says sale price $339.00. So I placed 2 in my cart then I hit the contact us and spoke with a female that didn't give her name but told me that Sears has a clause that relieves them from mis-marked merchandise.

On 4/11/09 a Sears2Go.com ad came out listing a 1468pc. tool set and storage combo model # CO505 for $494.99. On 4/13/09, the last day of the sale I tried unsuccessfully to buy it for this price. I was told it was an error and the price would not be honored. On 4/14/09 the price on Sears2Go.com was changed to $549.99. I emailed them to see if this was another mistake but got no response. On 4/15/09 I tried again to buy it but they would not deliver on the price. I contacted PriceMatch Sears who said they would not honor the price.

On 4/15/09 I received an email from PriceMatch that stated after reviewing my emails they determined a Sears2Go pricing error occurred. They apologized and instructed me to place my order, respond to the email with the confirmation number, and a price adjustment would be made honoring the ad. After placing my order on 4/16/09 and emailing them back I received another email on 4/17/09 stating the order had been cancelled and the offer had been retracted. However, as of 4/18/09 my money has not been returned. They stated pricing errors were rare and unintentional but posting 5 different prices on that web site in one week is not rare and emailing me stating I could buy it at this price was not unintentional. They are practicing false advertising and taking my money for a product they do not intend to deliver.

False advertising, breech of contract, and unauthorized use of my credit card. Also caused public embaressment when S. Black (manager of Monroe Mi. store) raised her voice and accused me of trying to manipulate the web content.