Complaint Review: Sears.com - kennesaw Georgia

Ordered items from sears.com.  Nine of the items were to be delivered before christmas and 9 items were to be picked up at the store in Kennesaw.  

Items to be picked up at store (9 in total):

7 items were picked up just fine.  2 of the items were unable to be found by the store.  They refused to process a refund.  They said I had to mail in some receipt they gave me in order to receive a refund for one of those items.  The other item, was located a week later and they wanted me to make another trip to the store to pick up the missing item.

Items to be delivered (9 in total).

4 items were delivered.  1 item was a pair of brown boots but in the box there was just a left boot.  No one know what happened to the right boot.  Contacted SEARS Customer service and all they could do was offer a refund.  They would not ship out a replacement unless I paid them more money.  I refused to pay them anything else so they said they could not help me.  After I go off the phone with them they processed a refund.  

5 other items were suppose to be mailed to me before Christmas.  When I went on their website, the 5 items were still sitting in their warehouse on 12/21.  Contacted them to see what was going on and why nothing was being mailed to me.  They advised that the items would not be delivered until 12/27.  The only thing they could do was refund the expedited fee I paid for early delivery.  When I asked why they could not get on the phone and get the items to me.  Both supervisor and agent could not answer the question.  They had no clue how to resolve anything at all.  Asked to speak with someone else and the "supervisor" said there was no one above him.  Finally go off the phone with those useless agents cause I was getting nowhere.

On 12/27, package was suppose to be received with 5 items.  I received a small box with one pair of shoes.  Label said it was suppose to weigh 12 pounds but box weighed 1-1.5 lbs.  Contacted customer service again. 

Asked them were al 5 shoes actually mailed and they did not know. 

Asked them if it was only suppose to be 1 box and they did not know. 

Asked them if they could locate the missing 4 shoes and they had no answer. 

Asked to speak with a supervisor and they said there wasn't a supervisor.  My only option is the customer service agent on the phone.  After about 3 calls and hours on the phone, agent offered to submit an email to escalation and advised me I should get a response within 24 hours.  Called them the next day after 24 hours and the new line was it take 72 hours for escalation to respond.  In the meantime, they have the 4 missing shoes and all of the money I paid and still no products or good customer service.  I had to file a BBB complaint this evening.

Do not buy anything else from SEARS.  They have relocated their customer service department to India.  These agents are not problem resolution agent.  Their job is just to get you off the phone.  If they can appease you by giving some of your money back, they will try it.  If there is an actual problem needing some form of tracking, research, solution or common sense, their customer service dept is unhelpful.  They will not transfer you to someone who can make a decision or use common sense to come to a resolution.  I am so disgusted with Sears at this point.