• Report: #977497

Complaint Review: Sears Shop Your Way

  • Submitted: Mon, December 03, 2012
  • Updated: Mon, December 03, 2012

  • Reported By: Juneyeta — Indiana United States of America
Sears Shop Your Way
Internet United States of America

Sears Shop Your Way Kmart/Sears Shop Your Way Rewards Sears Shop Your Way Rewards Scam , Internet

*UPDATE Employee ..inside information: Shop Your Way winning

*Consumer Comment: Chris Godfrey, please call me! I left my # on your voice mail.

*UPDATE Employee ..inside information: Shop Your Way Excellence

*Consumer Comment: Shopyourway functions

*UPDATE Employee ..inside information: Shop Your Way is our way to #DoMoore

*UPDATE Employee ..inside information: Shop Your Way Problems

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This is the second time I have experienced horrible experience with the Sears/Kmart Shop Your Way rewards. Last year I placed one order through Sears/Kmart  for many items and attempted to use my rewards balance but was unsuccessful and believed I had committed an error in my order process.

My order was also very late, had missing items and took almost 3 months for a refund of products that were never shipped to me after taking my payment and no notification of out of stock items was received.

My second attempt to use the online ordering system and use my Rewards through the Shop Your Way program today has been just as bad. I logged into my account to shop to make sure I used my rewards this time as I had some expiring today and wanted to be sure to get the benefit of money I already spent at their stores. I was perplexed at how the rewards would be applied but followed the steps of the order process. Upon choosing my items and putting in my payment information (which it requested before it would allow previewing my order). I had a note at the top of the screen with a check box marked to apply my rewards. The right hand section with my order information told me to have my PIN ready, which I did. The message stated that the rewards would be applied after the order was placed. I thought this was again odd, but went ahead and placed the order. Immediately the system took me to an order confirmation page with no other way to include my rewards information and had charged me the entire amount of the purchase without applying the rewards.

I attempted to use the chat service and the phone customer service immediately after placing the order. I spent almost 2 hours with the customer service, order department, and rewards departments who were all unable or unwilling to assist with getting the rewards added to my purchase as they stated they cannot add awards to an order already placed (even though this is what the system had indicated). I asked if there was a way to get a refund on rewards that were not applied at least in part as a number of them were expiring today and that was my entire reason for making a purchase today. I was informed there was nothing they could do. This will be the last purchase we make online through Kmart/Sears as we want to shop with honest vendors and eCommerce solutions that work. As a professional Internet Marketing and Web Development Operations Director, I am highly disappointed in the lack of customer care, concern, or ability to assist when errors occur on their side due to technological inadequacy.

This report was posted on Ripoff Report on 12/03/2012 04:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Shop-Your-Way/internet/Sears-Shop-Your-Way-KmartSears-Shop-Your-Way-Rewards-Sears-Shop-Your-Way-Rewards-Scam-I-977497. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee ..inside information

Shop Your Way winning

AUTHOR: Chris Godfrey - (USA)

 In order to #DoMoore, and to provide the best possible avenue for us to Serve Delight and Engage our Members while they Shop THEIR Way, I recommend calling me again. I may not answer sometimes, as I am known to be somewhat of a night owl. Late evening or early morning are the best times to contact me. Keep in mind I am based in Idaho. As far as the sweepstakes are concerned, there are several different ways to #win. I recommend stepping into your local Kmart or Sears store and asking an associate that's familiar with our award winning Shop Your Way program for additional details, or of course give me a call directly.

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#2 Consumer Comment

Chris Godfrey, please call me! I left my # on your voice mail.

AUTHOR: Ruth - (USA)

 Chris, I would strongly suggest you read the comments on the Facebook SYW Page. The sweeps cannot be contacted and does not respond to winners, even when we provide proof. This situation urgently needs to be corrected. Thank you. Rwhisper3210@aol.com

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#3 UPDATE Employee ..inside information

Shop Your Way Excellence

AUTHOR: Chris Godfrey - (USA)

The Shop Your Way program is never perfect, but we strive to make it that way. Keep in mind we are doing everything we can to #DoMOORE and Serve Delight and Engage our Members while they Shop Their Way!! Please feel free to contact us with any questions or feedback.

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#4 Consumer Comment

Shopyourway functions

AUTHOR: Ruth - (USA)

 For the past two months I have been taking advantage of the Shopyourway Ap, and have made a few purchases using only my points. My complaint is that when there is a problem, and I have experienced several, NO ONE knows where to direct your call, and no one is trained to resolve the issue. I literally spent an afternoon on the phone, each department advising me to call elsewhere. I ended up in a circle, back to the individual who initially took my call. This has happened twice in 2 months. Also, even though I am careful to snapshot my Sweeps winnings and provide proof, my emails to Sweeps are always denied or ignored. I have not been credited properly for my winnings. It is a nice program if it did not have so many glitches. It would be nice when you finally win that you are properly credited with your winnings.

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#5 UPDATE Employee ..inside information

Shop Your Way is our way to #DoMoore

AUTHOR: Chris Godfrey - (USA)

 My name is Christopher Godfrey, and I'm the corporate district manager for all of Sears Retail Stores. I do apologize for any inconvenience or problems you've had with our award winning Shop Your Way membership program. While no program is perfect, the Sears and Kmart Shop Your Programs were conceived by a focus group with the intentions of reviving a Data Mining that was originally created by the Soviets service for collecting personal information on all our members which may include but is NEVER limited to, height, weight, medical records, social security and passport numbers, work history, criminal records (to determine membership eligibility), blood type, vital statistical information, phone numbers and other relevant contact information, current and previous addresses, and so on. This information is mined specifically for the purposes of sending our members targeted ads and coupons upwards of 3 times per day. It is possible to opt-out, however it is not recommended. If you have any further issues, questions or concerns, feel free to contact me personally at ANY time and I can help clarify the information. In regards to delivery or product quality issues, I highly recommend calling my associate and the Vice President of Sears Operational Excellence and Member Quality Assurance and Feedback, Fred Brockman. We can put our heads together and we work excellent as a customer support team. This helps us #DoMoore. Christopher Godfrey Sears Holdings Corperation 208.515.6504

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#6 UPDATE Employee ..inside information

Shop Your Way Problems

AUTHOR: Babyface - ()

As an employee of KMart I have experience in dealing with the Shop Your Way Program.  The employee is required to ask the customer if he/she has a Shop your Way Reward card or give the phone number that an account was created by.  At the time a customer creates their account, they are told to create a personal pin number.  When a customer earns enough points to redeem money,  we enter the Shop Your Way Rewards button twice and enter the last 4 digits of their member number and the system automatically redeems point they may have based on the purchase.  

If the customer has over $10 worth of point to use, they are asked to type in their pin number, which will automatically redeem the points.  However on numerous occations, the customer has forgotten their pin number, as a result, we are unable to redeem no more than we are allowed to give them, which is $10.  We cannot change their pin number.  When the customer receives an e-receipt, it gives them an option to change their pin.  Or they may call the Shop Your Way number.  

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