I ordered a coat (75.00) for my mother for Christmas. Order placed on Nov.16, 2008. After Thanksgiving the coat still not here I go to UPS site to track it. They show only electric tranmission of the coat, no coat picked up. I call Sears Customer Care line. They put a trace on said I have to wait for results. On Dec. 10th I call UPS, they said they notified Sears on Dec.9, 2008 that the item was never in there pocession. I contact Sears to tell them what I found out. The first customer care person reads to me from the UPS site ( which has not updated) that they are still searching. I told her I spoke with UPS, they don't have it. I told her the 800 # for UPS, and asked her to call so they can find out for themselves. She said she is not allowed to call them. I asked to speak to her supervisor. The supervisor after 4 minutes on hold looks up the same UPS site, reads me the info. Again I give the phone number and contact info. She tells me she is not allowed. They have to wait 8-10 dayes for UPS to send the info. I told her they have it, just call them. She stated that UPS faxes the findings to them and they don't have that, yet. She said she would have another team check on it. Again I state if you just call, you will get the answer and the item can be reshipped or credit me. She tells me they can't call them. I ask for her supervisor. After 5 minutes on hold she said her manager agreed to the refund/ credit because of so many issues with this shipment. She also stated the credit would take 3 to 5 dayes to appear with the card company (Sears). I have never had to wait that long for a credit. It should only take to the next business day, if they process the day they tell you it is done.
So after approx. 24 days from the order, 14 days until Christmas I have no coat for my mother (checked Sears .Com they sold out of her size, not that I'd order from them again). Also no credit showing on my card yet.
My rule now is never take no for an answer from somebody that is not allowed to say yes. Just keep going higher. Whatever happened to Customer service? And the customer is right? In these times if a customer buyes a product the business should be very grateful. The stores I've been in this holiday season haven't had many customers while I was visiting. With fewer customers, they "could" give VIP service to all. I don't feel sorry for a company that is not making the sales, when the service that should go above and beyond is gone. Has anybody been in a Sears store lately? They have cut the employees down to two or three on duty with one manager. This is for the whole store. This is why they have no customer service. To save money they cut payroll. Less employees to help customers, stock, and store clean-up. In my book that does not equal profit for the store. If a company thinks of doing this they should just start closing some stores to keep customer service for all and store upkeep to standard.