Amazon Is Crushing Main Street and Threatening the Vitality of Our Communities

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71. Oh, like the outstanding online experience Sears offers?

One of the heating elements in the oven went out, but Sears did indeed have the very part we needed.

When my wife ordered, the web site showed "In Stock - Ships Within 2 Days". After placing her order, she got a email confirmation, which let her know that the item she'd ordered was out of stock, and that arrival could not be guaranteed in less than 14 days, which placed arrival after the date which we'd set for her Mom's 89th birthday party (kind of a big deal) for which we'd need the oven.

Over the next two days, she spoke with no fewer than six different customer service operators, trying to confirm when the item would (or would not) arrive. Receiving no satisfaction, she then canceled the order, went to the local bricks and mortar appliance store, a local business, got the part and fixed the oven.

When the canceled order from Sears arrived the same day, we were surprised. When a second heating element arrived from the same canceled Sears order arrived the following day, we were even more surprised.

The mere act of placing retail online no more guarantees success than acceptance into a pre-med program guarantees a career as a world-class neurosurgeon -at least, if our experience is any indication.