Not trying to turn this into a "Black Friday/Cyber Monday" complaints thread...but WOW...did I have a terrible experience today.
I bought a pair of shoes online from Sears last week (great price, free shipping)...unfortunately they didn't fit...so I need to return/exchange them. Turns out the size I need is not available at a local Sears store...or even via online.
So I checked my online order e-mail delivery conformation and it had a "customer service chat" link...so I thought hey...I'll give it a shot regarding my exchange/return.
Long story short...I started this process at 12:45pm...and ended at 2:30pm(1 hour, 45 minutes). I "spoke" with four different customer service people. The first three I gave up on...the last one I "stuck it out with"...and it took 40 minutes to find out the following three facts:
- yes there was no shoe available for exchange in the size I needed locally or online
- I could return the shoes to a local Sears store (no kidding)
- I could ship the return...but I would have to pay the return shipping
Turns out (afterwards) I went to the Sears "return policy" web page...and gathered all this info in less than 2 minutes!!!
Basically I thought that I would try the online chat (versus the web page) thinking that they might have free return shipping (and be able to e-mail me a nice easy return label)...or they would have some special system to find me a replacement pair of shoes in my size.
Any of you guys seen those Discover credit card "Peggy" commercials? Well Sears owns Discover card. The Discover card commercials (featuring the male customer service person named "Peggy") poke fun at other credit card companies rewards programs.
Maybe Sears should take a closer look at their own online customer service chat...because I swear...it was EXACTLY like dealing with "Peggy" in the Discover card commercials!!!
- Nick
p.s. I have no explanation why the Sears customer service online chat people were slow slowwww...other than:
- they were actually helping like 10-20 people at the same time
- they was some sort of company holiday party going on...and they were "working" at the same time
- they were/are totally incompetent
No way it should take 40 minutes to find out the same info it took me 2 minutes to find on their webpage.