Sears - a service nightmare! - Raj Wadhwani - ContactCenterWorld.com Blog
After amazing service from Guitar Center, thought i'd share my experience with Sears Canada. I ordered some exercise equipment online whilst it was on sale and paid for shipping to my home. As soon as I pressed submit the order status was showing Pending approval - I thought this was odd so called them as it was due to be shipped to me by 30th Nov and it was 27th when i placed the order. I called the phone number on the email order confirmation I received and got through to an agent in an offshore center. I asked what’s happening and they could not help so they transferred me to another customer services center in Canada only to be told my shipping would now be earliest 3rd Dec and because its a Saturday it would cost more - I was frustrated but agreed to this and my order was scheduled.
Now today (2nd Dec) I called to find out when on Saturday it would be with me and got through to a center in the Philippines. the agents was trying to help but after a few minutes said he could not because this was an online order - why ask me to call a number where they cant help me I thought ? anyway after a frustrating discussion he agreed to transfer me to a dept. who could help - seems they have no info on online orders - what a complete waste of my time Sears! Now I am in a Queue to reach another agent to try to get more info - how frustrating. S
Signing off now - will post an update later when they finally answer my call! Way to go sears! Not impressed
Publish Date: December 2, 2011 6:38 PM