I never write reviews, but after this nightmare experience, I want to warn others about Sears' horrible service. We ordered a couch on Dec 2nd after our wouldn't fit up the stairs to our new apartment. Because we're currently without a couch or any other form of living room seating, we wanted to get one that could be delivered ASAP. We found a nice little love seat on the Sears Canada website for a great sale price, and since they offered "next day delivery," we figured it was a perfect choice for us and ordered it.
This is where the problems began. First, my boyfriend accidentally entered the wrong address. He realized this within about five seconds of placing the order, and immediately called Sears to rectify this mistake, whether that meant changing the address or cancelling the order and placing a new one. At first the customer service rep told us that this was entirely possible and even filled out a new order form for us over the phone, but then he said that it in fact could not be cancelled or changed, because the order had already been processed by the warehouse and so it was too late. After an hour and a half on the phone with this guy, during which he supposedly talked to his superiors about the problem, he continually insisted that nothing could be done, even though this meant that the couch was now going to be shipped to my boyfriend's work. After we hung up, we decided to try to find out how we could contact the warehouse. Once connected with a service agent, my boyfriend explained the situation and asked to be given the contact information of the warehouse, and the agent told us that the problem could be easily rectified and that she'd email the warehouse to change the address. So basically, the other guy just wasted our time and clearly did not try very hard to do anything to help us.
So then Dec 5th rolled around (the next business day after our order date, when the couch should have been delivered), and the online order form said that it was still not yet shipped. We checked all week and nothing changed. I called them that Thursday, Dec 8th, and asked what was going on. Basically I was told that they didn't know, and that they would "follow up" with the warehouse and then contact me within 72 hrs - they didn't. So more waiting. By this point I was pretty livid, and sick of living without a couch, not to mention worried about the prospects of having one by Christmas. On Dec 16th I called again, explained the situation, and was prepared to threaten to contact Visa about a charge back on the order, but the service agent "guaranteed" that the couch would arrive before Christmas, so I decided once again to wait.
I just now (Dec 20th) got off the phone with yet another agent. I was on the phone for 1.5 hrs, and after looking into our order, she told me that the reason the couch hasn't shipped is because they don't have it. It's not in the warehouse and never has been. Obviously I cancelled the order and now have to scramble to try and find a couch elsewhere by Xmas. I'm livid. I don't understand why they couldn't have told us this two weeks ago when we purchased the couch so that we could have gone somewhere else.
I would urge anyone considering shopping at Sears to think again and go elsewhere instead. This is the absolute worst shopping experience I have ever had and I think that their service is absolutely unacceptable.