Posted by Disgusted
Sears service in one word - UNRESPONSIVE!!!! Ordered 2 bookcases on June 13 online, they were shipped on June 18 from San Diego, and were supposed to arrive June 26. We waited and waited to be contacted about delivery. We have made many phone calls, and the representatives had NO knowledge of our shipment. There are FIVE middlemen involved in this mess:: Martin Office Furniture, Home Direct, Cymax, MXD Group, and New England of Charlotte. Only Agent 1014 from New England was responsive. We will NEVER order anything online from Sears again. It has been a nightmare. Here's the only e-mail correspondence. WE EXPECT AN ANSWER FROM SEARS UPON RECEIPT OF THIS COMPLAINT!
Thu, Jul 24, 2014 at 8:42 AM - From New England of Charlotte
We received a call this morning on the above waybill from the customer wanting to know why they have not received their delivery of the (2) bookcases that were ordered on 6/13. Can someone please let us know where the missing bookcase is located? These were retirement gifts for the customers. They are very upset that we cannot locate the missing bookcase. The customer also stated that she has called several people including HD. She was on hold with HD for a long period of time and then they hung up on her. She has not got an answer on where this is located. Please note that I have included the customer in on this email so she can be kept in the loop. She would like an answer today to where the bookcase is. Please see the scans below that are in the system. Please let me know ASAP.
- short Huntington Oxford Bookcases (item 2). Please do a dock search for the missing piece N ( Update ) Y
was listed on manIfest MXD119780 but did not check off trailer? Can you do a dock search for the missing pieces? (this is the bookcase that we received on 7/21. N ( Update ) Y
Close Memo: mehmood/cymax email: Hello, Could you please advise as to the status of PO VRC121-8434589? Tracking shows waybill # 6B5126 registered on 17 Jun 2014, but the item does not seem to be in transit. Could you please advise? Thanks for your time. Regards, Mehmood.S. Cymax Stores. I emailed email@example.com for pick up eta. Y ( Update )
Thu, Jul 24, 2014 at 3:02 PM - From New England and MXD Group
Please see the comment below that I received back from our Atlanta terminal. I am waiting on a response from Cymax. I just wanted to keep you updated
Thursday, July 24, 2014 1:42 PM - From MXD Group
Subject: RE: 6B5126 ***URGENT***URGENT***URGENT***
ATX only received 1 bookcase of the Ontario California location and they sent that to you. The missing book case was never received from the shipper. I had ATX do a dock search for the missing bookcase but they do not have it. I also asked the Ontario location to do a dock search just in case it was actually shipped to them. That is all the info I can provide.
Tried to send the following e-mail to Sears from the e-mail address given by a manager, Joseph #14445, who hang up on us after being on hold for 45 minutes!!!! He didnÃ?Â¢Ã¯Â¿Â½Ã¯Â¿Â½t even know the correct address, and it came back.
Sears order was completed online on 6-13-14. It shipped 6-18 and was supposed to arrive 6-26. Started calling 7-11to find out where it is. Have made many phone calls with no satisfaction until we called New England of Charlotte 800-224-7192 and found out that one is in Charlotte, NC, 30 min. from us. I was on the phone on hold for 45 min. with Sears employee Joseph Ext. 14455, who did nothing and then hung up on me. I ended up talking to some foreigner Mosin and had to tell the entire story AGAIN. We want the one delivered immediately. Then Sears needs to send the other one within 24 hrs. or we demand a refund. We want a call from a Manager tomorrow morning Jay and Miriam Morrison