Sears cancelling order?

[pedant]

Ok. So there's already a thread about BestBuy being hard to cancel orders with... and I really need to know... is it hard to get Sears to cancel an order???

I placed an order with them this afternoon (and then found the TV for less @ BB tonight)... but when I called them to try and cancel the order, their call centre is closed for holidays!!

I'm REALLY nervous they won't let me cancel... and I really DONT want to pay their 20% electronics restocking fee

Help please!

[sl550n20s]

It's a pain. Sears.ca customer service is awful. I just had a hell of a week dealing with them, my story is below.

I ordered a treadmill last week on sears.ca but found another one on sears.ca which was much better and only a $100 extra so I ordered it and wanted to cancel the first order which I placed the day before. Called the same day I placed my second order and asked to have the first order cancelled. The customer rep said no problem and said my first order was cancelled so I go online to check the online status and it still showed "order in progress". I called the next day and asked if the first order was cancelled, response "no, it was never cancelled". Ok, I asked again to cancel it and again I was told it was cancelled. I asked for a confirmation e-mail for the cancellation and I was told sears.ca doesn't send one.

Ok, so I check the status again online and again it said "order in progress". I was getting pretty annoyed so I called AGAIN and I was told that my order could not be cancelled, no reason why but I had to reject the delivery on the first treadmill. I was pretty pissed because the order should have been cancelled within 24 hours of the order and basically what the rep was telling me to do was let the sears delivery guys come down to my house twice, ask them to take the first treadmill back and I would still have to foot a delivery bill of $53. Instead of calling back and talking to the idiot customer reps I e-mailed demanding a cancellation. I was pretty blunt and told them I would not be paying the delivery charge. Two days ago I finally received an e-mail response telling me my order was cancelled. I checked the online status and thankfully it was cancelled.


To be fair, the Sears delivery people are good. My treadmill was supposed to come today but the driver called me and said he couldn't make it because of the snow and I would have to reschedule the delivery. About an hour later I received a call from someone at the head office for Sears’s delivery and the woman rescheduled my delivery for Sat.

Anyways, Good luck with sears.ca. If you Google opinions about sears.com and sears.ca you'll see why their customer service is beyond awful.

[protege-five]

I made an order a month or so ago with Sears. Three weeks ago, I cheched again and they told what I ordered is Back order until at least mid-January. I tried to cancelled the order, they told me No problem and guess what today I received a call saying my order is ready to be picked up. I told them about the cancellation and yes indeed they can cancel my order but at 20% for the restocking fee, my Sears card is in bottom of my shreeder.

GOOD LUCK

[cFoo]

That's why for these lame department stores you need to do in-store shopping. They're so yesteryear that they still have no idea how to do business online. They seem to think setting up a website with a shopping cart is all that is needed. I had the same problem with Sears earlier this year. I cancelled my order after 2 months of waiting. A month later they charged my credit card and the stuff showed up at my door I refused to accept the delivery and had to get Visa on the line to tell the delivery guy to take the stuff back to Sears.

[Neil]

How much is the difference? You might be safest just contacting Sears and asking them to match the price or give you some kind of compromise. It sounds like even if you do things properly, that's no assurance you might not get stuck with double orders.

[pedant]

The difference is $150 so even if I wound up sacrificing the Sears shipping fees, I'd still come out ahead.

Reading the website, it doesn't sound like the restocking fee applies unless you've opened/used the item (right... right?!? )... so maybe if I wind up refusing delivery, it wouldn't be the end of the world. Ulg.

In any case, I emailed them quite soon after my order so they (and I) have a date and time stamped record of my request, and I'll phone tomorrow morning as soon as the call centre opens (it says it opens at 8am EST.. I hope they don't mean 8am on the 26th!)... hopefully I can get this sorted out.

Thanks again for your help everyone!!