Bought a dishwasher online, they made a mistake and they didn't want to resolved; i canceled the order...
Here's the story: On april 22, i went to a Sears store in Sainte-foy,qc to look at a Kenmore dishwasher I wanted to purchased. When I came in, no sellers came forward to see if I needed help, but when a young couple came in, they all rushed to see them. Insulted, i came home and bought it online. Happy with my decision, I notice that the price was far lower then the one in store and that the delivery was free: "wow! Why would anyone buy in stores when it's so cheaper online".
On april 24 2010 at 08:44:29 East, I received an email that there was an mistake on my order. I called them, and they told me that my credit card number or date was wrong, I gave them the right date and hung up. I received the confirmation on april 24 2010 at 15:03:41 East, but the price was 150$ higher!!!! They added taxes and delivery fee that wasn't charged before!!!
On tuesday april 27, I called and I talked to a women for roughly 10 minutes and the call was lost, either by my cellphone or by them. So i called again, i spent about 20 minutes explaining myself and the man on the phone told me to call an another number, and that they will be able to resolve my problem... The number he gave me was the Sears Credit Card Customer service! Pretty sure it wasn\'t the right number. So i called again, noticeably irritated, and talked to a man who told me to fax them the first order confirmation! Who in 2010 has a fax for crying out loud!!!! I told them that i would email it to them and that i had a PDF copy. I was put on hold and 5 minutes passed, then, the lady who answered told me that i could not email it to them, that the only way available was via fax! Aggravated, I told her that I would in no way run after some facility that had a fax... After some discussion, being put on hold 3 times and still trying to stay calm, I told her that I would considered canceling the delivery fee and that I would pick it up in store (which is free). And, you\'ve guessed it, SHE COULD NOT DO THAT!!! I was really angry, I tried staying calm, but it was hard not to laughed at her face. She told me that she could remake the order but that it would cost more since the price of the dishwasher had change, can you believe that!!!!! Arguing that it didn't make sense, she told me, that she would try to meet me halfway and that they could give me a 30$ rebate out of a 60$ fee. I laughed. No way I would pay that... I argued again that they had the worst customer service I had seen, and that other stores these days, online or otherwise, were delivering for free... But then came the “coup de grace”, she told me that they could cancelled my order if I wanted to!!! I obviously did, I could not believe a big company such as Sears would rather lost a customer then pay a mere 60$... She tried to hung up on me, but I stopped her and told her that no salesmen came to see me at the store, that Sears was clearly overdue to change there way of thinking about customers and that us, the 20-35, are going elsewhere since such stores had no delivery fee, that sometimes taxes were free and that they took better care of there customer. I also told her that it wasn't her fault (which i'm not sure of, but I wanted to stay polite), that it was Sears fault, and that I would never go to Sears again. She told me that sometimes, calls were listen to, so MAYBE someone would hear me... I Hung up.
This is a true story, the last call was made at 15:30 East on Tuesday april 27 at this number: 1 800 267 3277 and was made in french.
Sears, never again, trust me, and i'm a man of my words...
Apr 27, 2010
Apr 27, 2010 11:27 PM UTC
About this topic
Sears Canada Inc. (TSX: SCC) (more commonly referred to as "Sears") is a retailer, headquartered in Toronto, Ontario, that operates in all provinces and territories across Canada with a network of 188 corporate stores, 180 dealer stores, 67 home improvement showrooms, 112 Sears Travel offices and a nationwide home maintenance, repair, and installation network. SLH Transport, a freighttrucking company and wholly owned subsidiary headquartered in Kingston, Ontario, provides the company with transportation and logistics services and comprises 620 trucks, 3,700 trailers, and 900 associates with terminals located throughout Canada. Sears also has a general merchandise catalogue with over 2,200 catalogue merchandise pickup locations. There is a Sears location within a 10-minute drive of 93% of Canadians. About 50,000 associates are employed throughout the company.
As of 2009, Sears Holdings Corporation of the United States owns 73.1% of Sears Canada common shares and Pershing Square Capital owns 17.3% of them; the remainder of the shares are publicly traded. As of March 31, 2005, the majority ownership stake was officially transferred to Sears Holdings Corporation (Nasdaq: SHLD). Sears Holdings is attempting to buy back the outstanding shares of Sears Canada.