Sears also has a wonderful website for order status. In fact, it says, "Home Delivered Items:
Home delivered orders can be canceled at any time prior to your scheduled delivery date by calling Customer Service at 1-800-732-7747."
Me being the direction follower, I called the number. The long and short of it was, "We're sorry, your order is not in the system yet. You'll have to call the online order department to get an order status at 800-xxx-xxxx".
I called the online order department and a nice lady managed to tell me that she cancelled my order but it could take up to 5 days for my credit card to be credited. "Not a problem," I say, "but can I get an email confirming that it has indeed been cancelled." "Sure," she says, "I'll get that right out to you. Is there anything else I can help you with today?"
I never received the email. I checked the order today and it's still "in progress". Then the new fangled little "live chat" window popped up asking if I needed help to click the "chat now" button. I did. It was unpleasant. I've edited out the personal details and bolded the really cool parts. I also didn't repair my old fridge. I just decided to wait and shop around a bit. I was trying to simplify things for the morons:
Shane: Hi, my name is Shane, and it's my pleasure to assist you today as your Personal shopper. May I have your name please?
Gar: Yeah, I called last night to cancel this order. I managed to repair my old fridge. But it still shows like it's "in process" online. Is there a way to get a confirmation that it's been cancelled?
Shane: I'm sorry for the delay. I'll be right with you.
Shane: Thank you for choosing Sears.com. I will be glad to help you today.
Shane: May I have your confirmation/order number please?
Shane: Thank you. I'll be more than happy to assist you today. May I have your name please?
Gar: Gar Theone
Shane: Hi Gar, I'm glad that I had an opportunity to chat with you today.
Shane: If you don't mind waiting a few minutes, I'll be happy to check on this and get back to you.
Shane: You are welcome.
Shane: For verification purposes, may I have the name on the account and the billing address along with the email that was used to place the order?
Gar: Gar Theone 2042 Windy Lane Timbuktoo, TX 75048 firstname.lastname@example.org
Shane: Thank you Gar.
Shane: I will be right with you.
Shane: Yes, I could pull up the status now.
Gar: So, it has been cancelled?
Shane: I can see that your order is not cancelled yet. I would be very happy to inform you that your order status is still being processed and your Expected Arrival Date was 1.2.2011.
Shane: I would also be glad to provide you the Phone Number of our Shipping/Delivery department at 1-800-732-7747, which will be very helpful for change, setup your delivery time.
Shane: Is there anything else I can assist you with today?
Gar: Can you cancel it?
Gar: I called 3 800 numbers last night to get someone to cancel it. I was on the phone for 30 minutes. Is all of Sears stupid?
Shane: Thank you for waiting. I'll be with you in just a moment.
Shane: I am really very sorry for the inconvenience. I would like to inform you that as our Web Application was slow yesterday, and the order is still being processed, we are unable to cancel it.
Shane: However, let me assure you that as the expected Ship date is 1.02.11, you will be able to cancel it while the order status will show "Complete".
Shane: I would suggest you to contact us before 2nd Jan. We will be glad to cancel your order.
Gar: lol. You're joking. Because your web applicaion is slow you can't cancel the order. That's pretty funny.
Gar: In your infinite wisdom you have determined that your web application will "speed up" before January 2nd. Okay. That's wonderful news!
Shane: I am sorry for the inconvenience caused for this, you please contact before 2nd January, when the status will be Complete, we will be able to cancel it or return it back.
Shane: I appreciate your business and appreciate your patience in this process. Thank you Gar.
Shane: I will also be glad to make a note on your order so that we will be able to cancel it soon.
Shane: May I help you in any other way today?
Gar: Oh no. I wouldn't want to pressure your slow order system. It might cause other refrigerators to get erroneously delivered.
Shane: I will be right with you.