This is recorded information regarding an issue with Sears.com at the time of the incident and after every conversation to ensure the documented information is as accurate as possible.
I placed a refrigerator on Layaway during the July 4th sales. I paid half down when placing the layaway with plans to complete the order on 9/15/16. (I’m a teacher and my pay would have received a few paycheck by them to cover the cost.)
During this sale, I also placed a Stove, dishwasher, washer and dryer on layaway and had those delivered within the month. The refrigerator was chosen to match all the other appliances.
I received this e-mail as I was getting ready to go to bed Friday night.
Sears.com Order 982815115
From:
[email protected] Sent: Fri 9/2/2016 10:02 PM
To:
[email protected]
Cc:
Subject: Sears.com Order 982815115
Dear Beth,
Thank you for your order with sears.com!
In regard to Order 982815115, a credit in the amount of $780.01 was issued to your account on 08/26/2016. This credit was issued because (your order got canceled).
This credit should be view able by your financial institution within 3-5 business days. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.
Thank you,
Colin
Sears Member Services
I contacted Sears via chat started from Sears.com and reached Marks; the chat is below:
Data security is very important to us. Please do not put credit card information directly into the chat session. An encrypted form will be opened for you when the Agent needs your info.
Ready to chat...
10:41 PM.
Marks,
Hi, my name is Marks, and it's nice to have you on this chat. May I have your name please?
10:42 PM
You
,I just received an email stating my order, #982815115, has been cancelled. I do NOT want thsi cancelled and feel this is unacceptable action on the part of sears.
10:42 PM.
Marks,
I am sorry to know that your order is cancelled.
10:42 PM.
Let me review the order and help you further.
10:43 PM.
Please allow me a minute or two.
10:43 PM
You
,This is the only refrigerator I want because I can not use a bottom freezer with my back issues. and I've already had all the other matching appliances delivered.
10:43 PM
,Why was it cancelled?
10:47 PM
,In regard to Order 982815115, a credit in the amount of $780.01 was issued to your account on 08/26/2016. This credit was issued because (your order got canceled).
10:47 PM.
Marks,
I am still here checking on this.
I will be right back. I appreciate your patience.
10:49 PM
You
,I put half down to cover three months paments in advance and now I am being told its cancelled and they are refunding my 780.01 of my payment.
10:53 PM.
Marks,
Thank you for waiting.
10:54 PM.
I have checked and I am sorry to let you know that the layaway is cancelled due to out of stock.
10:56 PM
You
,Its a layaway. It shouldn't cancelled because its out of stock because it's not even scheduled for delivery yet!
10:56 PM
,I would like my order to be activated again and I can be notified when it is in stock so i can schedule delivery at that time.
10:57 PM
,Cancelling a layaway because the item is out of stock makes no sense to be, as a loyal customer, who has already purchased all my other appliances from Sears.
10:58 PM
,Can they come get the washer, dryer, stove and dishwasher back then so I can get the set elsewhere.
10:58 PM.
Marks,
I agree that the problem you have had is not acceptable. however, these are not examples of what is experienced by most of our customers.
10:59 PM
You
,I am NOT a happy customer at this time.
10:59 PM
,I am not most of your customer. I am ONE customer. EVERY customer should count!
11:00 PM.
Marks,
There might be several reasons for the cancellation for which we do not have sufficient resources to check now. May be the refrigerator will be defective for which our store cancelled.
As you are our valued member and faced trouble with our order, we will honor you 5% discount on your next Sears or Kmart purchase as a token of apology for the inconvenience caused.
11:01 PM
You
,I would like this one. If it's out of stock why is it still listed on the website.
11:01 PM
,I would like this order to be activated.
11:02 PM.
Marks,
It might would have restocked.
You will receive the refund within 14 business days.
11:02 PM
You
,I do not want a refund.
11:02 PM.
Marks,
I would suggest you to place anew layaway order online.
11:02 PM.
We will help you with 5% discount.
11:02 PM
You
,I can't or I will loose the sale price. I
11:03 PM
,Does Sears agree to honor the sale price from when the order was originally placed.
11:03 PM
,I am not even asking for it to be delivered until next month. I'm sure they will have one in stock by then.
11:04 PM.
Marks,
Please allow me a minute or two while I check with my supervisor.
Your chat transcript will be sent
[email protected] at the end of your chat.
11:11 PM.
Marks,
Do you have further questions for me?
11:12 PM
You
,Yes, I would like to know if this can be resolved. You asked me to wait while you talked with your supervisor.
11:12 PM.
Marks,
I am sorry for the typo.
11:12 PM
You
,Did you forget? Will my order be reinstated.
We are going to send your transcript
[email protected] when this chat has ended. Would you like to edit this address?
11:13 PM.
Marks,
I have checked with my supervisor and the nest I can do for you is that I can go ahead and honor you 10% discount on the replacement order.
11:14 PM
You
,This is not ok with me. I want the order reinstated. Why can't this be done?
11:15 PM
,It makes no sense why a layaway order would be cancelled due to "out of stock". The item does not need to be in stock until I am ready to schedule a delivery.
11:16 PM
,This can not be legal action on Sears part. It sounds unethical to me.
We are going to send your transcript
[email protected] when this chat has ended. Would you like to edit this address?
11:18 PM
You
,Are you still there?
11:18 PM.
Marks,
I apologize, we do not have the option to reinstate the order once it is cancelled.
I would recommend you to contact our online solution team at 1-800-349-4358 .
11:19 PM.
Please call our online solution team and file the complaint about this.
11:19 PM.
I assure you that one of our available representative will be more than glad to help you.
We are going to send your transcript
[email protected] when this chat has ended. Would you like to edit this address?
11:20 PM.
Marks,
Are there any other questions I can assist you with today?
11:22 PM.
I have not received a response yet. Would you like to continue chatting with me?
11:22 PM
You
,I am on the phone with the online solution team.
11:22 PM.
Marks,
Great!
11:23 PM.
Are we all set with the information on this chat?
11:24 PM.
I have not received a response yet. Would you like to continue chatting with me?
11:24 PM
You
,o we are not all set and I will not say we are. I am not satisfied with this service or Sears unethical action right now.
11:25 PM.
Marks,
I can understand your concern . However, the best I can do for you is that I can honor 10% discount on the replacement order.
11:26 PM.
Is there anything else I can assist you with today?
11:28 PM.
I have not received a response yet. Would you like to continue chatting with me?
11:29 PM.
I'm sorry, I didn't receive a response. You may call 1-800-349-4358 or try again later, whichever is more convenient. Thank you for visiting us at Sears.com.
We are just a click away from you.
Your chat session has ended
We are going to send your transcript
[email protected] when this chat has ended. Would you like to edit this address?
As you can see throughout the chat, I requested the chat be sent to me via e-mail. I am awaiting that e-mail now.
I then called the on-line Solutions center and spoke with a young man named Lance, employee ID #891217,
He informed me the order was cancelled because it was out of stock. I let him know that a delivery has not yet been scheduled, whether or not the item is in stock is irrelevant. I asked him to reinstate the order and I will wait to see if it’s in stock when I am ready for it to be delivered.
He said that if it wasn’t in stock in the system, the order would just cancel again. I then informed him that the exact same refrigerator was still listed on-line as available, only it was no longer at the sale price at which I purchased it and this entire issue sounds unethical on Sears part.
He checked the inventory, informed me the item IS showing as in stock and will file a claim on this situation.
I asked for a transcript of our conversation to be e-mailed to me, he confirmed my e-mail address and said he would send it right away. I am awaiting that e-mail now.