I was expecting an email shortly to tell me the order was ready for pick-up. Instead I received an email telling me that the order could not be completed because they could not process the payment on card ending in YYYY. I immediately realized the problem as I did not recognize YYYY and it certainly wasn’t my card number.
I figured I must have entered something wrong but the email also told me that they had saved my cart and if I clicked the link and updated my payment options the order would go through. Sweet. Except when I clicked the link it brought me to a page that stated “Cart Empty”.
Then I call Sears and give them the order number. They tell me the order has been cancelled but I can place it again over the phone. Everything goes fine until I try to apply the points (you know, the reason I decided to buy from them instead of shopping around). I don’t have any points. The phone rep lets me know that if I had applied the points to the cancelled order it could take up to 3-5 business days for them to go back on the account and no way to use them for the current order. I cancel the order and I’m a little pissed but mostly at myself for somehow screwing up.
That’s when I take a closer look at that order confirmation page. Paid by card number ending in XXXX. That’s my card number. That’s what I entered. I have no idea why there system did not use the payment information that I entered and apparently made up some other card number. I sent customer support an email detailing the situation and letting them know they may want to fix the glitch in their system before they lose more customers. I think I will be buying a toolbox elsewhere.
TL;DR: Sears basically sends me an email saying, “We decided not to use the payment information you entered and when we tried to take payment from a card number we made up out of thin air we were shocked it did not go through. Oh and your order is cancelled and those points you earned by being a loyal customer are in limbo for now”.