Black Friday Online Order Never Fulfilled
November 25, 2016 - Sears had an elliptical on sale, the Freestrider FS9i on their website, discounted to 549.99. I ordered this item and received a confirmation number "E0162985", however I never received a confirmation email for my order. The next day, Nov 26, 2016 I called sears, and after dozens and dozens of attempts to get past the busy tone I spoke to an agent who informed me no order exists.
After speaking to the agent on the phone I posted on Sears Canada Facebook page to try and get someone else to help find my order, I was contacted by Sears and told to email their social team (social ). No response after doing so until November 28, 2016 when "Erin", a social team member, told me she was unable to find my order in all of their systems.
I responded on November 29, 2016 inquiring how it was possible I had a order number without a trace of an order and was offered no resolution other than "I do not know what to tell you, It is not in our system.
November 30, 2016 - Complaint opened with BBB. Sears initially responds telling me the item is on back-order and they are waiting for the supplier to ship them so they can fulfill orders for the item.
Jan 02, 2016 - No further information received from Sears at this point as to when I might expect this order. I have tried to call Sears customer service on multiple occasions and get contradictory information each time I call. The first time I was told the item is no longer in their warehouse and that my order would not be able to be fulfilled. The second time I called I was instructed that the item is in their warehouse but the delivery team just did not have it yet.
Customer service also told me they would email/call me back with an update before Christmas and as of writing this, I have still not received a call or email from Sears.
In the end, Sears closed the complaint saying that the elliptical is no longer available from the manufacturer. Extremely suspect business practices of selling items on their website in which they clearly never had stock for.
- Approximate cost of services:
- $621.00