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Sears, what a pity the right hand doesn't know about the left! LONG diatribe.
Recently ordered some tools on-line from the west coast of the US for
delivery to our son on the east coast. Shortly thereafter received E-mail that the credit card number wasn't accepted and the order was cancelled by Sears. Next day received mail that a tool set wasn't in stock and wouldn't be delivered. First ? mark with more to follow. I went to the Lowes site and placed an order. Shortly after that our son reported a tool delivery from Sears. I went to their site and requested authorization for him to return the tools and for them to a credit to our credit card account. They said a credit could be issued for the tool cost but not for shipping. Shipping credit would only be allowed for an error in shipping. They wouldn't accept that the shipping after order cancellation by them was their error. Things went downhill from there including several E-mails from them asserting they didn't cancel the order so I sent a copy of THEIR mail cancelling the order to them. They then asked what else they could do the help. Help? Our son finally waited in line at the store for an hour to return the stuff and they refused to issue a credit to our account as he didn't have out Mastercard account number so they issued a Gift Card to him. Why they couldn't refer to THEIR records using the tool set number and common name to back into the debit to our account escapes me! I've notified Mastercard of the fiasco enclosing E-mails while protesting the Sears charges including shipping but haven't received confirmation of concurrence. Have asked them twice for concurrence that they'll accept the Sears gift card on account and if they would settle the shipping charges with Sears. No answers, yet. I have NO INTENT of using the Sears gift card and would feel less that honest offering it to anyone I respect. Guess if there is any type of up side to this saga is all of the names in their E-mails appeared to be domestic although not one of the names was repeated! Someone observed a couple of years ago it would take a certain type of talent and attitude to destroy what Sears spent YEARS building as a positive reputation and apparently it resided in the front office of Sears. Pity! |
In article ,
Bob Bowles wrote: ..... Pity! Recall that K-Mart -bought- Sears, you are describing the K-Mart attitude on returns to a "T" -- -------------------------------------------------------- Personal e-mail is the n7bsn but at amsat.org This posting address is a spam-trap and seldom read RV and Camping FAQ can be found at http://www.ralphandellen.us/rv |
On Thu, 27 Jan 2005 04:05:52 -0800, Bob Bowles wrote:
I have an experienced almost as complicated as yours. It took more than two years to settled. After that I canceled Sears credit cards and have never bought anything from them again no matter how cheap or good! Recently ordered some tools on-line from the west coast of the US for delivery to our son on the east coast. Shortly thereafter received E-mail that the credit card number wasn't accepted and the order was cancelled by Sears. Next day received mail that a tool set wasn't in stock and wouldn't be delivered. First ? mark with more to follow. I went to the Lowes site and placed an order. Shortly after that our son reported a tool delivery from Sears. I went to their site and requested authorization for him to return the tools and for them to a credit to our credit card account. They said a credit could be issued for the tool cost but not for shipping. Shipping credit would only be allowed for an error in shipping. They wouldn't accept that the shipping after order cancellation by them was their error. Things went downhill from there including several E-mails from them asserting they didn't cancel the order so I sent a copy of THEIR mail cancelling the order to them. They then asked what else they could do the help. Help? Our son finally waited in line at the store for an hour to return the stuff and they refused to issue a credit to our account as he didn't have out Mastercard account number so they issued a Gift Card to him. Why they couldn't refer to THEIR records using the tool set number and common name to back into the debit to our account escapes me! I've notified Mastercard of the fiasco enclosing E-mails while protesting the Sears charges including shipping but haven't received confirmation of concurrence. Have asked them twice for concurrence that they'll accept the Sears gift card on account and if they would settle the shipping charges with Sears. No answers, yet. I have NO INTENT of using the Sears gift card and would feel less that honest offering it to anyone I respect. Guess if there is any type of up side to this saga is all of the names in their E-mails appeared to be domestic although not one of the names was repeated! Someone observed a couple of years ago it would take a certain type of talent and attitude to destroy what Sears spent YEARS building as a positive reputation and apparently it resided in the front office of Sears. Pity! |
It's been by experience that Sears will screw things up beyond all
recognition and then bend over backward to make it right. War stories? That would probably make an entertaining book. My uncle (a farmer in northern Minnesota) had them, my father (who worked for Sears in MN for some years) had them, and I had them. There was always a feeling of apprehension and excitement before the appearance of a Sears delivery or repair person. The event was usually followed by phone calls to friends and family of the "you'll never believe what Sears did this time" type. mahalo, jo4hn |
Bob Bowles wrote:
Recently ordered some tools on-line from the west coast of the US for delivery to our son on the east coast. Shortly thereafter received E-mail that the credit card number wasn't accepted and the order was cancelled by Sears. Next day received mail that a tool set wasn't in stock and wouldn't be delivered. First ? mark with more to follow. Basic rule in dealing with _any_ mail order--no matter what they say the order isn't cancelled until two weeks have gone by and UPS hasn't delivered it. I went to the Lowes site and placed an order. Shortly after that our son reported a tool delivery from Sears. I went to their site and requested authorization for him to return the tools and for them to a credit to our credit card account. They said a credit could be issued for the tool cost but not for shipping. Shipping credit would only be allowed for an error in shipping. They wouldn't accept that the shipping after order cancellation by them was their error. Things went downhill from there including several E-mails from them asserting they didn't cancel the order so I sent a copy of THEIR mail cancelling the order to them. They then asked what else they could do the help. Help? Our son finally waited in line at the store for an hour to return the stuff and they refused to issue a credit to our account as he didn't have out Mastercard account number so they issued a Gift Card to him. Why they couldn't refer to THEIR records using the tool set number and common name to back into the debit to our account escapes me! I've notified Mastercard of the fiasco enclosing E-mails while protesting the Sears charges including shipping but haven't received confirmation of concurrence. Have asked them twice for concurrence that they'll accept the Sears gift card on account and if they would settle the shipping charges with Sears. No answers, yet. I have NO INTENT of using the Sears gift card and would feel less that honest offering it to anyone I respect. Guess if there is any type of up side to this saga is all of the names in their E-mails appeared to be domestic although not one of the names was repeated! Someone observed a couple of years ago it would take a certain type of talent and attitude to destroy what Sears spent YEARS building as a positive reputation and apparently it resided in the front office of Sears. Pity! -- --John Reply to jclarke at ae tee tee global dot net (was jclarke at eye bee em dot net) |
It's been by experience that Sears will screw things up beyond all
recognition and then bend over backward to make it right. War stories? That would probably make an entertaining book. My uncle (a farmer in northern Minnesota) had them, my father (who worked for Sears in MN for some years) had them, and I had them. There was always a feeling of apprehension and excitement before the appearance of a Sears delivery or repair person. The event was usually followed by phone calls to friends and family of the "you'll never believe what Sears did this time" type. Sears just got nailed again for false advertising, this time in Canada. |
On Thu, 27 Jan 2005 04:05:52 -0800, Bob Bowles
wrote: snip of Sears horror story Someone observed a couple of years ago it would take a certain type of talent and attitude to destroy what Sears spent YEARS building as a positive reputation and apparently it resided in the front office of Sears. Pity! A pity indeed. Sears has been lysing into a puddle of goo since the 60s. They managed the transition from mail-order to store operations successfully, but when their store model started to fail they were utterly lost. They have been doing stupid things in varying degrees of panic ever since. One of the most stupid was to utterly destroy their reputation with their customers. That was longer in coming than some of their other mistakes, but they have managed it. In another five years there will be no more Sears (I predict) and for my money it has taken far too long. --RC "Sometimes history doesn't repeat itself. It just yells 'can't you remember anything I've told you?' and lets fly with a club. -- John W. Cambell Jr. |
What made me never go back to ours is when they wouldn't open the
screwdriver cabinet and sell me a screwdriver when it was only 30 minutes till closing time.. 5 minutes, I could see.. but 30 minutes? |
|
In article , mp wrote:
Sears just got nailed again for false advertising, this time in Canada. If you read the details the case says more about our "consumer protection" agency than about Sears' advertising practices. -- "The thing about saying the wrong words is that A, I don't notice it, and B, sometimes orange water gibbon bucket and plastic." -- Mr. Burrows |
HI,
Mail order has always had troubles. In the 60's a great aunt bought some drapes. She did not like the color and sent them. Two weeks later a refund check appears in the mail and the next day an identical set of drapes arrived. She wrote a letter explaining things and sent back the drapes. Two weeks later a second refund check appears in the mail and the next day an identical set of drapes arrived. I think she ended up with 4 refund checks and a set of drapes before she gave up. Thanks Roger H |
Hi,
Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony |
Sears just got nailed again for false advertising, this time in Canada.
If you read the details the case says more about our "consumer protection" agency than about Sears' advertising practices. Sears has, in my experience, often been misleading about their pricing. The ruling stated that Sears exaggerated the savings on it's tire ads. The ads suggested a savings of $248, whereas the actual savings were $12. Often you'll see Craftsman tools listed in sale flyers for 50% off, when in reality the sale price is usually the normal selling price. The Canadian Federal Competition Tribunal is coming down hard on retailers who advertise misleading price comparisons or false bargains, and I applaud them for it. It's about time. |
Tony Hwang wrote:
Hi, Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony LV Dave in Fairfax -- Dave Leader reply-to doesn't work use: daveldr at att dot net American Association of Woodturners http://www.woodturner.org Capital Area Woodturners http://www.capwoodturners.org/ PATINA http://www.Patinatools.org/ |
On 2005/1/27 6:13 PM, "Roger Haar" wrote:
Mail order has always had troubles. Not just mail order. Almost any organization big enough to have separate departments for different activities has a serious risk of not talking with itself. I had a serious of problems with Comcast when I returned the rented cable modem because I had replaced it with one that I purchased myself. It took six months, numerous phone calls and several letters to get it straightened out. Bob |
In article , mp wrote:
The Canadian Federal Competition Tribunal is coming down hard on retailers who advertise misleading price comparisons or false bargains, and I applaud them for it. It's about time. They also assume that consumers are complete idiots. -- "The thing about saying the wrong words is that A, I don't notice it, and B, sometimes orange water gibbon bucket and plastic." -- Mr. Burrows |
On Thu, 27 Jan 2005 19:45:33 -0600, Dave Balderstone
wrote: In article , mp wrote: The Canadian Federal Competition Tribunal is coming down hard on retailers who advertise misleading price comparisons or false bargains, and I applaud them for it. It's about time. They also assume that consumers are complete idiots. I'll assume that their charter or whatever mission statement docs they use have language about protecting consumers. at least some of whom *are* complete idiots. hell, from what I see, probably a lot of them are... |
reminds my of my RCWilly VCR experience
got a TV, DVD, and VCR from RCWilly, set it up, didn't use it for 31 days (don't watch that may videos, got it to record stuff) put in a tape that we got as a gift, got a blue screen, but had sound, ok, there's something wrong still had the packaging, took it back, and they wouldn't take it 30 return policy, but they would repair it, ok fair enough, 2 weeks go by, haven't herd from them, call them, ya it's here come pick it up, bring it home it works I'm kinda happy, ok two weeks later get a message, your VCR is ready for pick up, there slow enough, already got it. 2 weeks go by get another call, your VCR is ready for pick up. what? go there and they had a VCR, same make and model, with my name on it, and for a split second I thought cool two for the price of one, but I was honest and told them I already picked mine up, they where a little confused but oh well, and this was one department at the local store Roger Haar wrote: HI, Mail order has always had troubles. In the 60's a great aunt bought some drapes. She did not like the color and sent them. Two weeks later a refund check appears in the mail and the next day an identical set of drapes arrived. She wrote a letter explaining things and sent back the drapes. Two weeks later a second refund check appears in the mail and the next day an identical set of drapes arrived. I think she ended up with 4 refund checks and a set of drapes before she gave up. Thanks Roger H |
I though Sears no longer had their own private Credit Card...? I did read the original post BUT I honestly forgot what the exact problem was...(more like problems not problem..I remember it was a total screw up My current Sears card is really a Master Charge card...So the original poster could have disputed the charge by calling Master Charge NOT Sears... and dumping the entire thing into their hands... Bob Griffiths |
Actually Wachovia banks in NC seem to have great customer service though
their rates suck. "Tony Hwang" wrote in message news:dUeKd.190287$Xk.66221@pd7tw3no... Hi, Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony |
The Canadian Federal Competition Tribunal is coming down hard on
retailers who advertise misleading price comparisons or false bargains, and I applaud them for it. It's about time. They also assume that consumers are complete idiots. Some are, but I'd suggest many simply believe that retailers are being honest with their advertising. |
Lee Valley Tools.
'Nuff said. Mike "Tony Hwang" wrote in message news:dUeKd.190287$Xk.66221@pd7tw3no... Hi, Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony |
As the original poster I reread what was written and I left out some
stuff. I used MC NOT associated with Sears to order. After the E-mail long trail and their flip-flopping and finally saying they didn't cancel the order I mailed their cancellation mail back to them for their edification. That's when they asked if there was anything else they could do for me. I'd considered dumping it MC lap but didn't feel it would be fair to them regardless of what is usually said about disputes. Despite repeated requests for concurrence in sending the Sears gift card to them I have yet to get any response. I HOPE if this type of thing comes up again I'll keep a log of what/when and if it is written up it'll be reread a day after writing to look for loose ends THEN sent as a post. Remotely related (at least to me) I had to call in a missing paper complaint and I asked the gal on the phone to get her manager as I wanted to speak to him. He got on the phone and I said "Whatever you're doing for her guidance I hope you can repeat it for all others as her phone presence and demeanor are outstanding!". Made my day also. On Thu, 27 Jan 2005 22:29:33 -0500, Bob G. wrote: I though Sears no longer had their own private Credit Card...? I did read the original post BUT I honestly forgot what the exact problem was...(more like problems not problem..I remember it was a total screw up My current Sears card is really a Master Charge card...So the original poster could have disputed the charge by calling Master Charge NOT Sears... and dumping the entire thing into their hands... Bob Griffiths |
Modern technology has enabled us to communicate and organize with speed and
efficiency never before possible. People have gotten less competent to compensate for this. "Bob Bowles" wrote in message ... Recently ordered some tools on-line from the west coast of the US for delivery to our son on the east coast. Shortly thereafter received E-mail that the credit card number wasn't accepted and the order was cancelled by Sears. Next day received mail that a tool set wasn't in stock and wouldn't be delivered. First ? mark with more to follow. I went to the Lowes site and placed an order. Shortly after that our son reported a tool delivery from Sears. I went to their site and requested authorization for him to return the tools and for them to a credit to our credit card account. They said a credit could be issued for the tool cost but not for shipping. Shipping credit would only be allowed for an error in shipping. They wouldn't accept that the shipping after order cancellation by them was their error. Things went downhill from there including several E-mails from them asserting they didn't cancel the order so I sent a copy of THEIR mail cancelling the order to them. They then asked what else they could do the help. Help? Our son finally waited in line at the store for an hour to return the stuff and they refused to issue a credit to our account as he didn't have out Mastercard account number so they issued a Gift Card to him. Why they couldn't refer to THEIR records using the tool set number and common name to back into the debit to our account escapes me! I've notified Mastercard of the fiasco enclosing E-mails while protesting the Sears charges including shipping but haven't received confirmation of concurrence. Have asked them twice for concurrence that they'll accept the Sears gift card on account and if they would settle the shipping charges with Sears. No answers, yet. I have NO INTENT of using the Sears gift card and would feel less that honest offering it to anyone I respect. Guess if there is any type of up side to this saga is all of the names in their E-mails appeared to be domestic although not one of the names was repeated! Someone observed a couple of years ago it would take a certain type of talent and attitude to destroy what Sears spent YEARS building as a positive reputation and apparently it resided in the front office of Sears. Pity! |
In article , CW
wrote: Modern technology has enabled us to communicate and organize with speed and efficiency never before possible. People have gotten less competent to compensate for this. I am shameless stealing this, effective immediately. LOL! -- "The thing about saying the wrong words is that A, I don't notice it, and B, sometimes orange water gibbon bucket and plastic." -- Mr. Burrows |
Tony Hwang wrote:
Hi, Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony Why do you think what a farmer brings his cows to a bull for is called "service"? IMO this whole sloppy service thing we experience in almost every corner of our lives stems mainly from our own selfish desires to get as much as possible out of every dollar we spend. That's what got "self service" started back when I was a kid; Fewer store employees equaled lower costs and thus lower prices. We have also narrowed the dichotomy between the "haves" and the "have nots" (Not that I think that's necessarily a bad thing.) which makes for a kot fewer store employees willing to give their enthusiastic all for the peon wages they get paid relative to the incomes of most of the customers. I believe the same thing holds true for the "behind the scenes" folks who often appear to be the ones who screw simple things up the worst. The economics of trying to beat the competition with lower prices again results in too few employees for each one to be able to take the time required to look into every situation thoroughly enough to get it done right the first time. The addage "you get what you pay for" still applies, and the few times in my life I've been able to overcome my basic niggardliness enough to stay at a Ritz hotel or purchase a gift at Shreve Crump and Lowe, I came away with the feeling that service still does exist for those able (and willing) to pay for it. The rest of the time, I shop at Sears and its brethren and follow Confucious' advice to the effect that "If a screwing is inevitable, try and lie back and enjoy it." Just my .02, Jeff -- Jeffry Wisnia (W1BSV + Brass Rat '57 EE) "As long as there are final exams, there will be prayer in public schools" |
Jeff Wisnia wrote:
Tony Hwang wrote: Hi, Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony Why do you think what a farmer brings his cows to a bull for is called "service"? Jeff Cause many farmers used to be ultra conservative, and they didn't want to use an offensive word which would be any word that truly describe the act. Course this has nothing to do with Sears or service. |
i found out i had been charged on my sears card a 900 dollar repair
because another customer couldnt find his card and the repair man called the office to get his number then charged mine . jo4hn wrote: It's been by experience that Sears will screw things up beyond all recognition and then bend over backward to make it right. War stories? That would probably make an entertaining book. My uncle (a farmer in northern Minnesota) had them, my father (who worked for Sears in MN for some years) had them, and I had them. There was always a feeling of apprehension and excitement before the appearance of a Sears delivery or repair person. The event was usually followed by phone calls to friends and family of the "you'll never believe what Sears did this time" type. mahalo, jo4hn |
i found out i had been charged on my sears card a 900 dollar repair
because another customer couldnt find his card and the repair man called the office to get his number then charged mine . jo4hn wrote: It's been by experience that Sears will screw things up beyond all recognition and then bend over backward to make it right. War stories? That would probably make an entertaining book. My uncle (a farmer in northern Minnesota) had them, my father (who worked for Sears in MN for some years) had them, and I had them. There was always a feeling of apprehension and excitement before the appearance of a Sears delivery or repair person. The event was usually followed by phone calls to friends and family of the "you'll never believe what Sears did this time" type. mahalo, jo4hn |
On Sun, 30 Jan 2005 03:28:30 GMT, George E. Cawthon
wrote: Jeff Wisnia wrote: Tony Hwang wrote: Hi, Not only at Sears, common occurence everywhere. If anyone dares, name a place where there is true customer service. Every time I am at store, bank or whatever, feels like I am there to serve them, Sigh! Tony Why do you think what a farmer brings his cows to a bull for is called "service"? Cause many farmers used to be ultra conservative, and they didn't want to use an offensive word which would be any word that truly describe the act. Course this has nothing to do with Sears or service. Nowadays, "Service" means a guy from the regional sire pool shows up with a Dewar flask (Read: "Big honkin Thermos") filled with little vials of semen. You can google up various sires online. Service from a Champion bull, especially a deceased one, can be quite pricy. |
On Thu, 27 Jan 2005 04:05:52 -0800, Bob Bowles
vaguely proposed a theory .......and in reply I say!: remove ns from my header address to reply via email Sounds as if you reckon both the right and left hands are doing ghe same thing anyway! G Recently ordered some tools on-line from the west coast of the US for |
"...Sears..." There was your mistake right there.
Bob Bowles wrote: Recently ordered some tools on-line from the west coast of the US for delivery to our son on the east coast. Shortly thereafter received E-mail that the credit card number wasn't accepted and the order was cancelled by Sears. Next day received mail that a tool set wasn't in stock and wouldn't be delivered. First ? mark with more to follow. I went to the Lowes site and placed an order. Shortly after that our son reported a tool delivery from Sears. I went to their site and requested authorization for him to return the tools and for them to a credit to our credit card account. They said a credit could be issued for the tool cost but not for shipping. Shipping credit would only be allowed for an error in shipping. They wouldn't accept that the shipping after order cancellation by them was their error. Things went downhill from there including several E-mails from them asserting they didn't cancel the order so I sent a copy of THEIR mail cancelling the order to them. They then asked what else they could do the help. Help? Our son finally waited in line at the store for an hour to return the stuff and they refused to issue a credit to our account as he didn't have out Mastercard account number so they issued a Gift Card to him. Why they couldn't refer to THEIR records using the tool set number and common name to back into the debit to our account escapes me! I've notified Mastercard of the fiasco enclosing E-mails while protesting the Sears charges including shipping but haven't received confirmation of concurrence. Have asked them twice for concurrence that they'll accept the Sears gift card on account and if they would settle the shipping charges with Sears. No answers, yet. I have NO INTENT of using the Sears gift card and would feel less that honest offering it to anyone I respect. Guess if there is any type of up side to this saga is all of the names in their E-mails appeared to be domestic although not one of the names was repeated! Someone observed a couple of years ago it would take a certain type of talent and attitude to destroy what Sears spent YEARS building as a positive reputation and apparently it resided in the front office of Sears. Pity! |
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