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Sears Wishbook

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Sears has been trying to "rebrand" some of its divisions, which is understandable considering the sorry state of the Sears name.  But the new brands are revealing their parentage.

Tamara of Livermore, IA (12/18/05)
On November 22, 2005 we ordered the Nikko hi-performance cars from the Sears Wishbook for Christmas for our son. These cars were advertised as complete packages: car, 7.2v battery, charger and 9v battery. The Wishbook tells you to go to Sears.com/toys to place an order, which we did.

A week later the car arrived and we noticed that someone had removed the batteries and charger and placed a sticker over that part of the box that read, "batteries not included." We went on line to check, just to make sure that we had not misread the information and sure enough these items were supposed to be included.

Customer service said that someone at UPS must have removed the items. When my husband Jeff pressed the fact that the box was still sealed the man suggested that perhaps it was someone at the toy distribution center. Jeff was transferred to someone else who told him it was not Sears' problem and that he could purchase a battery and charger.

This was not acceptable, the item was advertised as a complete package and we just wanted the missing items. Again and again we were transferred and at one point to the automotive department. Five hours and many "supervisors" later we were told that Sears would pick up the car and we would have to reorder the item and that it would include the missing pieces.

We received the new vehicle and guess what? The 7.2v battery, charger, and 9v were removed from the package with another sticker. I spoke to several more people at Sears and no one could correct the problem. On an irritated whim I went to the Nikko R/C website and they advertise these hi-performance vehicles as a complete package. I wonder if they know Sears is doing this?

Pamela of Matthews, NC, writes (1/2/03):
I called the Sears Wishbook on 11/15/2002 to order a Krazy Kar for my son for Christmas. That evening I decided to purchase a scooter instead, so I called Sears Wishbook back and canceled the order. Five weeks later UPS delivered the Krazy Kar to my door. I refused the delivery and immediately called Sears Wishbook to find out what was going on. I was told not to worry, that my credit card had already been charged, but since I had canceled the order and it should not have shipped, they would gladly credit my VISA account.

When I got my next VISA statement I found that they had indeed credited my account, however only for the amount of the actual product. They had still charged me $13.89 in shipping, even though the product should never have been shipped, since the order had been canceled. When I called the Wishbook and spoke to someone, (Rob E.) who claimed to be the manager of the call center, he informed me that even though I had called to cancel the order less than 3 hours later, Sears would not refund the shipping costs because their system would only let them "request" a cancellation, and this did not guarantee a cancellation.

He also informed me that his computer showed that the product had been received at a Danville, VA address and signed for by someone named "Wyatt". I told him that he must have someone else's record mixed up with mine, because not only did I not reside or know anyone who resides in Danville, VA, but I also REFUSED the shipment when it came. I explained to Rob E. that when I called to cancel my order, I was told it would be CANCELED, not that they would "request" that it be canceled. In addition, when I called about the credit, it was never mentioned that they were not planning to refund the shipping charges. I also expressed to him that I could understand if they felt they had to charge shipping charges if the product had been shipped immediately, but that since it obviously hadn't (it didn't show up on my door until five weeks later) that this was indeed a problem with their internal processes, and therefor not something I should have to pay for. He said that it didn't matter, that due to their system limitations, it was their policy to charge shipping on items that were actually shipped, even if the order had been canceled.

I then asked who else I could speak to, since he obviously could not help me, and he told me there was no one above him, and no one else could help me. I informed him that there had to be someone else higher up that I could speak with who could correct this situation, because to the best of my knowledge, he did not own Sears, Roebuck & Co. He would not give me a name, telephone number or e-mail address, but finally agreed to give me a mailing address, and advised to send it to attention: Mike. He also stated it would do no good for me to complain, since this was their policy. Needless to say, I will NEVER shop at any Sears entity again, since they obviously do not have the Customer Service infrastructure necessary to compete in today's consumer world. Their complete lack of professionalism, willingness to cooperate and lack of regard for customer satisfaction leaves me wondering how they've stayed in business as long as they have.

Pam of Fairfield, OH, writes:

I placed an order on 11/26 for two items that I was told were in stock.  One item was shipped to me promptly, the other never arrived.  I called the next week and was told the item was to be shipped the next day.  The next week I received a card in the mail that it would be shipped on 12/18, I called to confirm and was told it would PROBABLY ship on 12/20.  

It was not likely it would make here before Christmas, so I chose to cancel the order.  The rep told me that she would place the cancellation but the item may arrive at my house.  I do not want the item, nor do I want the hassle of sending the item back if it comes to my house.  I would have to ship it back and pay postage for it myself.  

I realize this happens, but if I would have been told the item was backordered, I never would have ordered it in the first place.  I don't want to wait for a refund from something I don't have because I need to go out and get a replacement gift right away.  I would appreciate any help I can get for this mix-up that is not my fault.  Thank you, Pam Prescott.

Pam should refuse delivery and contest the charge to her credit card by writing -- not phoning -- immediately to Sears and her credit card company.

Patty of Pittsburgh writes:

I placed an order on Dec. 2 and several days later I called to check on it and they said my credit card had been rejected and I got no notice saying that it had happened so when I tried to reorder two of the things I wanted to get are no longer available and one other thing is on backorder until the 20th of December.

S

o I could at least order the last thing on my list, but that I should call back two days after placing that order to make sure the same thing doesn't happen with this new order.  So I called and it is still waiting for authorization, so now I have to call back on Dec. 14th to see if it went through.

I thought that all my Christmas shopping was done and that all the little ones were taken care of, but at least I found out before the date I was expecting to receive my order so that I still had time to fight the maddening crowds at the toy stores.

Sherry of Olathe, KS, is wishing she'd never heard of Wishbook:

I purchased the 40th Anniversary Barbie out of Sears Wishbook $79.99. This was a Thursday. Over the weekend I found the doll to only sell for $59.99 and everywhere had it for $49.99. 

I called immediately to cancel my order. They said it had been shipped. I asked if Sears guaranteed the price with its Sears stores and other stores. I was told no. The person was not helpful. 

I went to their online page and filed a complaint and found a customer service phone number. I called and was basically told I could return the doll if I wasn't happy with the price. I said yes I know that but the $20.00 is shipping cost is what concerned me.

I stated I would pay the charges to ship to me, I did order the doll. But whished Sears to pay the shipping return.  They were selling the doll for $30.00 more than it sells for in stores. I do realize some of Sears' Wishbook items are about $5.00 more than at stores. 

But $30.00 is taking advantage of consumers.I was told that I could keep the doll or send it back it didin't matter to them. But I would be responsible for all shipping. I asked to speak with a supervisor and was told he was the highest person there. I asked for a phone, fax or address said he didn't have one.  I called Sears billing and they gave me a fax and an address.  I faxed and wrote a letter to them and the letter I wrote on their Web site and have not heard from anyone.  

I'm so disappointed in their customer service or lack of one. I'm a loyal Sears person and this has upset me. 

I also ordered a race car costume and was told it would ship 10/14/99. Today I got a card saying 11/14/99. I called and the guy said it says here 10/14, I asked what my card meant he said he didn't know.  But he would probably not count on the costume for Halloween. I have a 6 year old who is waiting for this. 

Sears Customer Service where are they?

Good question but with Etoys, Amazon.com and Wal-Mart are going after the online toy market, Sears had better wake up.

Shawna of Burlison, TN, has learned that no matter what you call it, Sears is still Sears.

I ordered a scooter online with Wishbook.com within the last week of December, 1998.  The scooter was for my son's 4th birthday on January 12, 1999.

A few days after I ordered the scooter, I decided to buy a helmet and safety pads through Wishbook.com as well. As I checked out, I noticed that they had the scooter down on my new order and I assumed that it was because they were showing what all was being sent my way and what all had been purchased by me.

A few days later I got online to check the order status and noticed that they had 2 scooters on backorder for me. I called Sears and told them of the misunderstanding. They told me that their policy was that they cannot cancel an order unless it is on backorder. I told the CSR that it was and the CSR said they would cancel one of the scooters.

I checked the order status online several days after that. The order was never fixed so I called again. After calling 3 or 4 times about where the scooter was and how I only wanted one, I received both scooters (a week after my son's birthday).

Not thinking clearly, I accepted both boxes from the shipping service and brought them in. I ended up calling Sears again to find out what to do and how to return the unneeded scooter.

They said I had to fill out a paper included in the shipping papers and call the shipping service for a pick-up. Also, after asking about the shipping charges they said to mail them the receipts and they would reimburse me. I sent the scooter with my husband to work so he could take care of the return shipping. He never got around to it, so after 5 months the scooter is still sitting at his work, in the box, in a back room, and I'm out $50 plus shipping & handling.

Oops, maybe you should beat the $50 out of your husband, since he's presumably closer than Sears.

Sears Page

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