**headdesk**
Jan. 26th, 2010 08:37 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
sue_n_juliaI know better than to try to buy appliances from Sears. I thought I learned my lesson with the dryer. But I thought it might be an anomaly, so I tried it again. BAD IDEA!
My parents gave Juliana and me gift cards to Sears for a freezer (I said to either Sears or Best Buy). So this weekend I tried to order the freezer. The size we wanted is no longer in stock because it was recalled (found that out at the store a couple of weeks ago). The next size up wasn't that much more and still fit in the space we wanted it in, so that was a go.
Sunday night, I selected the freezer and went through the checkout process rather painlessly I thought. Until the confirmation screen failed to display because there was a java servlet error. I called Sears to make sure the transaction went through and it did. Good.
Instead of my confirmation e-mail, I get an e-mail telling me my order was on hold because of a credit card problem and that I need to return to my shopping cart to choose another method of payment. Hmmm. Damn, can't get back to the shopping cart. I called the credit card company who told me they didn't decline the charge. The credit card company and I tried to teleconference with Sears and waited on hold for over 45 minutes! Ouch, and I mean that literally (required a Darvocet, Tramadol, and Flexeril to stop hurting).
Yesterday I called and got through!!!! The first time, they tried to transfer me to the credit department (dunno why) and I got disconnected. The second time, I got someone else and explained that I was grumpy and why. He tried to help me, but:
What he could figure out was the order was cancelled and they needed to rebate the gift cards as I couldn't reuse the ones I had. When I asked to speak to a floor supervisor (yes, I'm talking to you Celeste!), she was rude and didn't want to listen to what had been going on. Nor did she want to do anything to help me and kept insisting that the order was cancelled. I asked her if it was cancelled, then why did I, while talking to her, get a second e-mail telling me to choose a new method of payment? She tried to tell me that wasn't what the e-mail said, so I cut her off and read the thing to her. I told her to just refund the damned gift cards because she wasn't interested in actually trying to help me.
Then I went online and texted with a customer service rep, who gave me the phone number to Customer Relations (a different department than Customer Service -- WTF?). She understood my frustration -- especially since I explained the dystonia issue -- and explained to me what was going on with my order. She apologized for their computer problems; turns out that it was double-charging both gift cards and my credit card (who only showed one charge). This was a problem they had had several months ago and it was recurring (but they don't have anything warning customers about this on the web site). So I'm getting the gift cards rebated and going somewhere else that I can trust.
And yes, I did check my credit card statement and there are *no* charges from Sears on it. We'll spend the gift cards on things we need that we can just take with us. And never shopping for big items there again.
*Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble*
On the bright side, the freezer is scheduled to be delivered from Best Buy on February 18. I didn't blog this until today because last night I was too, too p*ssed.
Unfortunately, today at work seemed to be last night redux with different actors and different topics. I didn't know that Word could delete a header -- and I don't mean the text, I mean the section of the page that the header text goes in.
My parents gave Juliana and me gift cards to Sears for a freezer (I said to either Sears or Best Buy). So this weekend I tried to order the freezer. The size we wanted is no longer in stock because it was recalled (found that out at the store a couple of weeks ago). The next size up wasn't that much more and still fit in the space we wanted it in, so that was a go.
Sunday night, I selected the freezer and went through the checkout process rather painlessly I thought. Until the confirmation screen failed to display because there was a java servlet error. I called Sears to make sure the transaction went through and it did. Good.
Instead of my confirmation e-mail, I get an e-mail telling me my order was on hold because of a credit card problem and that I need to return to my shopping cart to choose another method of payment. Hmmm. Damn, can't get back to the shopping cart. I called the credit card company who told me they didn't decline the charge. The credit card company and I tried to teleconference with Sears and waited on hold for over 45 minutes! Ouch, and I mean that literally (required a Darvocet, Tramadol, and Flexeril to stop hurting).
Yesterday I called and got through!!!! The first time, they tried to transfer me to the credit department (dunno why) and I got disconnected. The second time, I got someone else and explained that I was grumpy and why. He tried to help me, but:
- The computer system was acting up and he were having trouble accessing the order.
- He didn't understand what the audit trail said; it made no sense
What he could figure out was the order was cancelled and they needed to rebate the gift cards as I couldn't reuse the ones I had. When I asked to speak to a floor supervisor (yes, I'm talking to you Celeste!), she was rude and didn't want to listen to what had been going on. Nor did she want to do anything to help me and kept insisting that the order was cancelled. I asked her if it was cancelled, then why did I, while talking to her, get a second e-mail telling me to choose a new method of payment? She tried to tell me that wasn't what the e-mail said, so I cut her off and read the thing to her. I told her to just refund the damned gift cards because she wasn't interested in actually trying to help me.
Then I went online and texted with a customer service rep, who gave me the phone number to Customer Relations (a different department than Customer Service -- WTF?). She understood my frustration -- especially since I explained the dystonia issue -- and explained to me what was going on with my order. She apologized for their computer problems; turns out that it was double-charging both gift cards and my credit card (who only showed one charge). This was a problem they had had several months ago and it was recurring (but they don't have anything warning customers about this on the web site). So I'm getting the gift cards rebated and going somewhere else that I can trust.
And yes, I did check my credit card statement and there are *no* charges from Sears on it. We'll spend the gift cards on things we need that we can just take with us. And never shopping for big items there again.
*Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble**Grumble*
On the bright side, the freezer is scheduled to be delivered from Best Buy on February 18. I didn't blog this until today because last night I was too, too p*ssed.
Unfortunately, today at work seemed to be last night redux with different actors and different topics. I didn't know that Word could delete a header -- and I don't mean the text, I mean the section of the page that the header text goes in.
