Worst Christmas Ever, Thanks to Sears!!

To whom it may concern:

I have been a Sears card holder for 10+ years. Having said that, I want to take this time to tell you that your on-line service was the cause of the worst Christmas that my girls have ever experienced.

We placed our on-line order on Dec 6, 2008 for four items. Two of which arrived withing the next week. The remaining two items were said to arrive on or before Dec. 16, 2008. We contacted the on-line customer service on Dec 17, 2008 to inquire about the arrival date of the two bikes. We spoke to a total of 6 different customer service agents who repeatedly told us that they did not have control of the third party vendor from where the bikes were sent from and kept telling us there was absolutely NOTHING they could do for us.

We were rudely told by a Consumer Service Rep named Neil that we needed to just wait as they "SEARS" had not taken our money. Raising his voice in a loud manner as though he was talking to someone beneath him, he replied rudely "THEY TOOK YOUR MONEY, WE DIDN'T". After speaking to a few more agents an email was sent to the third party vendor requesting a tracking number.

We were then told we would receive an email the following day with the status of our order, one to which was never received. Finally, on Dec 23, 2008 we received an email from SEARS advising us that our order had been cancelled due to a high demand on the bikes we had ordered. Needles to say, this did not make for a happy christmas morning for our girls.

To this date no one at your call center wanted to take responsibility for the lack of communication to us in a timely manner, nor did anyone offer to help us solve the problem by replacing the bikes with other bikes that may have been available.

After the way we were treated, we will NEVER use an on-line order with Sears.com. and are seriously thinking about paying off and permenantly closing our account.

WORST CUSTOMER SERVICE EXPERIENCE EVER, would not wish this on my worst enemy!!!