Sears

Full review
We had planned to purchase some sale items at the day after Thanksgiving Sale, two Magellan GPS devices. From previous experience, we knew even being there when the store opened at 5 a.m. they would possible be sold out before we could get to them, so we went online to Sears.com and found them there and available at the store near us to pick up. Sounds simple, right? Not. Only after purchasing (whch included using a $60 gift card) were we told that the (available?) item could be picked up on Dec. 18th!
  So we decided to go to the store and take our chances. We did get them, but were told that they could not be charged to our online purchase. We would have to buy them again and have the online order cancelled. Then get the credit back on the gift card and bring it into the store and get it applied to the second purchase. It gets worse.
  We came home and called to cancel the order. We were told the order was cancelled and would show up on the visa and gift cards in 3 to 5 days. A week later, it still hadn't shown up. We called back and went through the whole deal again - 3 to 5 more business days. A week later and still no show. By this time we were nearing our visa billing date and since we don't carry a balance on our card, we are looking at having to overpay our card an extra $300+ because the cancellation credit is still not there. We call back (ticked) and a very apologetic rep that didn't know why it wasn't credited back assured us it would be taken care of, in of course, 3 to 5 business days. Nothing happened.
  Two days before our card was to bill, we went to the store and explained the whole situation to a store manager. At first the manager says there is nothing she can do, because we have nothing to return. Then she goes online and checks the online purchase and it NEVER WAS CANCELLED. She cancelled the order there and credited back the total amount including the gift card amount to the visa. It doesn't end there.
  i get an email from sears.com holdings with a survey about my online experience. i did the survey. being as fair as possible to the site as a whole. But i felt Sears needed to know. So i went to sears.com and got the customer relations number and called. At first the rep was cordial, but te more i explained the experience the more defensive she became. When i finished telling the story to her, she began telling me that the problem was that when an online purchase is made all of the funds for that transaction are transferred to the store and dotcom cannot credit back those charges, which is not what the website states. It says once the item is sent to the store, they cannot cancel the order, but we cancelled the order within a few hours of the purchase. So i told the rep if that is the case, then why does nobody at Sears.com know that because every time i called, i was assured they would cancel and credit my cards. The rep give me a rude apology and asked if there was anything else she could help me with. i think not.