I wish there were a rating of 0 stars.
Written: Feb 10 '03
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I ordered a crib (crib #1) from Sears.com on January 30. The ordering process was easy enough, and I placed my order without a hitch. My wife and I were very excited about the crib we had ordered thinking that the process of finishing the nursery was going to be alright.
The next day I got an email from customer service stating that the crib had been discontinued and could no longer be ordered. I called customer service on the 800 number and was told the same thing. Our order of crib #1 had been cancelled.
I placed another order, this time for crib #2. It was more expensive than crib #1, and we didn't like it as much, but it was better than the cheap-looking cribs in the store.
The order page gave me the option for in-store pickup, which I chose. After completing my order, I was taken to a page that stated that crib #2 was not available for in-store pickup. I could only get it if I had it shipped for a charge of almost $70!
Again, I called customer service and was told the same thing. When I asked the customer service rep how it could be available to ship directly to me if it couldn't be shipped to the store, he couldn't explain it beyond "we use a different warehouse".
He told me I could check with the local store to see if they had any left. I knew there weren't any at the local store because I work there. The local store has a grand total of two cribs in stock. I asked if they could check other stores in the state. If so, they should be able to get one from another store sent here. I was told that they couldn't do that, but I could call the other stores if I wanted to, but I would have to go to the other store to pick it up.
Already feeling ripped off, I reluctantly went back to Sears.com and placed an order for crib #2 on January 31st. All references to crib #1 had now been removed from the website.
On February 3rd, I checked the website again, just for grins. Crib #2 now showed as being available for in-store pickup! Thinking I would save the $70 shipping fee, I called customer service to cancel my order. I was told my order could not be cancelled because it had already shipped...on a Sunday. Trying to find the order using the tracking number took me to a web page for the shipping company. No record of my order could be found. Sound fishy? I thought so too.
A week passed, still with no sign of crib #2. By now, crib #1 has shown up on the website again, and it's available for in-store pickup. I decided to try again to check on my order. Another call to customer service. This time I got a rep that told me it may or may not have shipped. He said the email confirming shipment is sent automatically two days after the order is placed.
I called the shipping company directly and was told that they had no record of it, but it might be on the way. I was able to cancel my order through them. I called customer service again to inform them that I had cancelled my order through the shipping company. I was told that my card would be credited as soon as the shipment makes it back to the warehouse, but I'm not holding my breath.
I went back to the website and re-ordered crib #1. That was the one we wanted anyway, and we would be saving about $140 by getting that one. All seemed right with the world again.
That's when I got the email. Another email from customer service, this time stating that due to popular demand, the crib I ordered was out of stock and my order had been cancelled. I sent them a nasty email in return, but I'm not expecting anything positive to come from it.
I do a lot of online shopping, and I must say this has been the single worst experience I have ever had. The way Sears treats its loyal customers, it's no surprise that the company is in the toilet.
Recommended:
No
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Epinions.com ID:
mr_pitiful
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Reviews written: 1
Trusted by: 1 member
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