Joined Nov 2006
L10: Grand Master
Forum Thread
Sears order keeps getting cancelled
August 14, 2018 at
09:17 PM
Sears
Has anyone been having problems placing orders with Sears for store pickup? I've ordered a bunch of stuff on their site lately, mostly tools, without issue (for the most part). But today I ordered several Craftsman tools, small ones like pry bars, pliers, etc., and I shortly got an email saying they were "verifying" my order.
I called CS and told them about this, and they transferred me to the department that verifies orders to avoid fraud, stolen CC's, etc. They asked me a bunch of questions, all answered correctly, and said everything checked out.
Shortly after I got an email saying my order was cancelled. I call CS and asked what happened, and they said they didn't know but offered to place a new order, which they did. But that too got cancelled, and then the next one. I called my CC and they said there was nothing wrong on their end or indications of fraud, but that the wrong 3-digit # on the back of the card was wrong.
Very frustrating and I have no idea what's going on. All the more so given that Sears' CS is a mess, with a different dept handling each aspect of CS and not talking to each other, and most agents being overseas with bad English and thick accents. This is not a well-run company and I can see why it's going under. But, it has good deals and a nice selection of tools, so I often buy from them.
Perhaps the problem is that this is under my dad's Sears account, as I'm doing some work on his car and need various parts and tools for it, and charged it to his CC, but I've been the one picking up the items I've had shipped to the local Sears, and they suspect foul play.
His account has 10 x $10 coming to it in SYW/FC points from a recent promotion, spread out over 10 months, so this better not be a recurring problem. Could this be Sears' way of clawing back all those bonus points that are coming due, by making it hard to redeem them? The above order used some bonus points.
I called CS and told them about this, and they transferred me to the department that verifies orders to avoid fraud, stolen CC's, etc. They asked me a bunch of questions, all answered correctly, and said everything checked out.
Shortly after I got an email saying my order was cancelled. I call CS and asked what happened, and they said they didn't know but offered to place a new order, which they did. But that too got cancelled, and then the next one. I called my CC and they said there was nothing wrong on their end or indications of fraud, but that the wrong 3-digit # on the back of the card was wrong.
Very frustrating and I have no idea what's going on. All the more so given that Sears' CS is a mess, with a different dept handling each aspect of CS and not talking to each other, and most agents being overseas with bad English and thick accents. This is not a well-run company and I can see why it's going under. But, it has good deals and a nice selection of tools, so I often buy from them.
Perhaps the problem is that this is under my dad's Sears account, as I'm doing some work on his car and need various parts and tools for it, and charged it to his CC, but I've been the one picking up the items I've had shipped to the local Sears, and they suspect foul play.
His account has 10 x $10 coming to it in SYW/FC points from a recent promotion, spread out over 10 months, so this better not be a recurring problem. Could this be Sears' way of clawing back all those bonus points that are coming due, by making it hard to redeem them? The above order used some bonus points.
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I called CS and told them about this, and they transferred me to the department that verifies orders to avoid fraud, stolen CC's, etc. They asked me a bunch of questions, all answered correctly, and said everything checked out.
Shortly after I got an email saying my order was cancelled. I call CS and asked what happened, and they said they didn't know but offered to place a new order, which they did. But that too got cancelled, and then the next one. I called my CC and they said there was nothing wrong on their end or indications of fraud, but that the wrong 3-digit # on the back of the card was wrong.
Very frustrating and I have no idea what's going on. All the more so given that Sears' CS is a mess, with a different dept handling each aspect of CS and not talking to each other, and most agents being overseas with bad English and thick accents. This is not a well-run company and I can see why it's going under. But, it has good deals and a nice selection of tools, so I often buy from them.
Perhaps the problem is that this is under my dad's Sears account, as I'm doing some work on his car and need various parts and tools for it, and charged it to his CC, but I've been the one picking up the items I've had shipped to the local Sears, and they suspect foul play.
His account has 10 x $10 coming to it in SYW/FC points from a recent promotion, spread out over 10 months, so this better not be a recurring problem. Could this be Sears' way of clawing back all those bonus points that are coming due, by making it hard to redeem them? The above order used some bonus points.
Your supposedly allowed to have others pickup your orders but if that other pickup person also has a SYWR account the order will get flagged.
Your supposedly allowed to have others pickup your orders but if that other pickup person also has a SYWR account the order will get flagged.
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Your supposedly allowed to have others pickup your orders but if that other pickup person also has a SYWR account the order will get flagged.
We're using his Sears account because he has one and it's his car. He'll probably give me his car eventually, a beater at this point but still quite serviceable, but for now it's in his name. Sears doesn't know all this, and sees one guy using his account & CC to buy stuff, but his son's picking up the orders. Not sure why that should be a problem since we've been doing this for over a year.
Perhaps the fact that I'm returning an identical item to one of the items in this order (price went down an I'll return the other item to save a few bucks) raised suspicions. Or that I picked out the items while in the store waiting for the pickup order to be ready, because there was only one of the items in the order left on the shelf, and asked a clerk to bring it to pickup so someone else wouldn't snag it.
Plus, this clerk kept following me around the tools dept as I was looking at stuff I might buy in the future, like he thought I was a potential shoplifter. Didn't say anything, just following me around and hung out at the end of the aisle. Creepy. Yeah, middle aged guy browsing for tools wearing cargo shorts (lots of pockets) is a sure marker of likely shoplifter. No wonder they're going out of business with their awful CS.
Anyway, just got an email that my order's ready for pickup, so I now have to schlep there again. Only a 10 mile R/T, but still annoying. I guess it's time to test out the new brakes I installed.
Anyway, it finally went through. Been having all sorts of issues with Sears lately. They all get resolved eventually, but it's SO frustrating explaining the situation to agents who barely speak English and have thick accents and really couldn't give a damn because they're being paid slave wages in Calcutta.
A few years back, 9 out of 10 of my orders were using free SYWR points or purchase with 100% SYWR points back to roll. One time, an order was on hold for 2 weeks still pending order pickup. When I called in they moved the order to pickup but after that I never got surprise points again nor get any SYWR emails since.
My theory is that by calling in, they reviewed the account and all past orders and determined most of the orders are Free items after SYW and not someone they want to keep giving SYWR points to. Since you talk about clawbacks on your past SYWR deal, you may have been flagged too. Only time will tell if you screwed yourself by calling in.