On Monday the 18th of April. I attempted to purchase a washer and dryer from www.SearsOutlet.com. I chose to pick the items up from the two different stores in the Chicago area because they wanted 70 bucks per item to ship. Upon entering my card and finishing my transaction a screen popped up and said my credit card would not be charged until the machines were verified in stock by each store and then I would receive an email confirmation of bill and location. The following day I received an email stating in order to provide the best customer experience we are confirming the availability of the items which may cause a delay in processing.
On the 20th I had the day off and thought in this day and age of technology surely it doesn't take 2 days to find a machine. I started to drive to the store and tried calling that store to confirm in route. A person picked up the phone and I told them I was trying to verify a machine I purchased online. He said hold one minute. 10 minutes later a woman picked up the phone and asked if I was the man looking for the range, I said no a washing machine ,she asked me to hold. She picked up the phone 10 minutes later and asked again if I was the man looking for the range, I again said "No" a washing machine she promptly put me back on hold. I waited for about 10 more minutes and was so frustrated I hung up. I figured well I had already driven a half hour into an hour and a half drive, Ill just keep going.
When I got to the store I walked in and a store associate walked towards the rear of the store and disappeared in the sea of refrigerators. 20 minutes later a woman walks up and asks if she can help me. I said I had called on the phone to verify a washing machine that I purchased but was put on hold for ever. She glanced at the washing machines and then walked to the back and started chatting with another customer. I mean really if I was a thief I could have cleaned out all three registers before they knew what hit them. 5-10 minutes later a guy walks up and asks if he can help me.
Again I stated I was looking for a washing machine I purchased online. He looked in the computer and told me in 30 seconds that they sold the machine I ordered on the 18th to a customer in the store on the 19th hence the empty hole where it used to be and my order was voided. He did not have any other Electrolux washing machines with all of those features. He said he could call the warehouse and see if they could deliver one in the next day and I said this store is an hour and a half away that is why I tried calling first. I am a very calm person but I was pretty angry.
I thought O.K. I will call the other store to make sure they have my dryer. They told me yes they have the "Red" one ready. I said I ordered a white one online. I hung up an figured I would go there and see if they had a matching set since I struck out on the washing machine. I get there and the manager of the Elgin store was helpful, but they had three different color machines and no matches. I told the manager to cancel my order I was not going to by a single machine. He canceled my order and swiped my card. I received a sale cancelled receipt. He told me the transfer of funds back to my card should be instant since it was a cancel but may take up to 3 business days.
So I spent three and a half hours in the car for nothing. dejected I thought I would try one more store, even after all of that I stopped at a Sears closer to home and found a closeout pair tried to purchase it, crossing my fingers. DECLINED. I told the salesman the whole story and asked if Sears already has my money for the machined I could not pick up, why not transfer that money to this purchase. He said they could not. I then called my credit card company and found they secured purchase the minute I clicked purchase when that is not what there website says. I then called customer service for Sears. I was still out 2 machines and out a great deal of money. I told the CSR my whole story, he apologized and said he would cancel the order and that it would take 3 business days to get my money credited back.
On the 21st I thought I should double check that customer service cancelled my orders. I called back and asked, they told me one was cancelled and one was pending. I said I cancelled those yesterday get me a manager. They sent me to corporate customer service. I spoke to Rich and had to tell him the story all over. He said the purchase had to be cancelled at the store, he could not do it on his computer. He called the store and said he would personally get it cancelled and it would take 5-7 days to get my money credited. I waited about an hour and called the store to see if it was cancelled. After about 10 minutes I was told there was nothing in his system to cancel, the purchase was voided when the machine was sold.
I called Rich back to see what the heck was going on. I was dumped off to Pamela, I had to tell her the story and was told to call me credit card company to see when pending charges fall off. My credit card company said if they give the authorization code and merchant ID they would be able the put the money back on my card. I called Pamela back and did a 3 way call to my credit card company. Pamela said Sears system does not generate a and authorization code so she would fax over a form that said I did not purchase anything from Sears and to return the charges. Pamela assured me she would fax it that night so it could be taken care of on the 22nd. I called at 3:30 PM on the 22nd and found that the cancelled purchase of the dryer had posted to the credit card and the washing machine was still pending.
I called my customer service told the whole story again, and was sent to the dispute department. Jaime told me they received the form from Sears at 1:00pm in the afternoon on the 22nd. I now am going to have to wait 5-7 business days from now to receive my credit for the dryer, when I have a cancelled receipt from the 20th. So after all that and discussing it with their CSR's. Sears still requested the money from my credit card company on a cancelled purchase. The washing machine money is still in limbo for God knows how long. To put more salt in the would, 5 minute after I got off the phone with my credit card company, Pamela from Corporate customer service called to see if she could do anything else for me.
I called her back and had to leave a message. that was 5:30 CST, its now 9:00 PM. I am still holding my breath. Please do yourself a favor, do not buy anything from the SEARS OUTLET website. Its no wonder Sears almost went under. I hate to say it but if they are going to treat their customers who are spending their hard earned money like this, I will take my money elsewhere when I get it back(and you should too). Computers think so fast that getting our money back should be instant, not in 3-5-7-10 business days. They do not let us walk out of the store with products and pay for it in 3-5-7-10 business days.