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I got the email stating:

"We are unable to process your order because we have been unable to verify the information provided. Please contact us at 1-877-235-9959 so we can assist you with your order."

But the subject of the email is "Attention -- Your sears.com order has been canceled"

WTF??? Time to call and complain.

Edit: Just got off the phone with Sears. The person originally claimed that my Paypal account was invalid. When I called BS, they then said that the item was OOS and that there was nothing they could do about it. Absolutely ridiculous.

Edit 2: I'm sending an email to reply@value.sears.com and Imran@customerservice.sears.com. Doubt it'll help.
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Hello-

I called the provided 1-877-235-9959 number and the reason(s) they provided for canceling this order were inexcusable.

First, they claimed that the order could not be completed because my Paypal account was invalid. This is not true. I have used this same account for many years to purchase items online through various retailers without issue.

Second, they claimed that the item is out of stock. While it is currently listed as "unavailable" online, it was in-stock when I placed my pre-order.

I find it unacceptable that Sears is unable to fulfill the pre-order. The customer service agent was unable to provide any alternatives to satisfy my original order, so I am sending this email in hopes of figuring out a way to secure the item I pre-ordered back in May.

Kind regards

Originally Posted by WingsDJY I got the email stating: "We are unable to process your order because we have been unable to verify the information provided. Please contact us at 1-877-235-9959 so we can assist you with your order." But the subject of the email is "Attention -- Your sears.com order has been canceled" WTF??? Time to call and complain. Edit: Just got off the phone with Sears. The person originally claimed that my Paypal account was invalid. When I called BS, they then said that the item was OOS and that there was nothing they could do about it. Absolutely ridiculous. Edit 2: I'm sending an email to reply@value.sears.com and Imran@customerservice.sears.com. Doubt it'll help. ---------------------------------------------------------------------------- Hello- I called the provided 1-877-235-9959 number and the reason(s) they provided for canceling this order were inexcusable. First, they claimed that the order could not be completed because my Paypal account was invalid. This is not true. I have used this same account for many years to purchase items online through various retailers without issue. Second, they claimed that the item is out of stock. While it is currently listed as "unavailable" online, it was in-stock when I placed my pre-order. I find it unacceptable that Sears is unable to fulfill the pre-order. The customer service agent was unable to provide any alternatives to satisfy my original order, so I am sending this email in hopes of figuring out a way to secure the item I pre-ordered back in May. Kind regards

My experience is similiar, might need to get to the supervisor to see what wrong. I send a strong word email like your with the added part saying I am prepare to take legal action with BBB until I got what I order 2 month ago.

U know, we used to complain how bad the customer service was at gamestop and best buy but this is way worse.

Originally Posted by Xellos2099 My experience is similiar, might need to get to the supervisor to see what wrong. I send a strong word email like your with the added part saying I am prepare to take legal action with BBB until I got what I order 2 month ago. U know, we used to complain how bad the customer service was at gamestop and best buy but this is way worse.

No kidding. At least BB offers gift cards and the standard edition when they up. Sears just doesn't give a shit. I might just preorder the standard version from THQ. At least it'll come with the season pass for free.

This hurt specially more since I DO want to play the game and wanted the mask for display. AND it is out of stock everywhere.

Glad to hear I wasn't the only one with a crap email from Sears. I just called in and was told that they did not fulfill the quota amount of pre-orders to fulfill their order from THQ so they would be cancelling all pre-orders. She assured me my money would be refunded and that nothing further was necessary. Doesn't look like anyone else got this response but my email also said that the order was cancelled because "We are unable to process your order because we have been unable to verify the information provided." I double checked and all info is correct and my paypal info is also verified. I'm calling major BS on this and getting my CE one way or another.

My order said CONFIRMATION NOT CANCELLATION....?

Does anyone know if Sears store pricematch the website? I might just take a printout of my order showing the $69.99 and try to buy this in-store (provided my store even gets this).

It might been fine if they canned all order but the question is why are some cancel and some are processing?

were you cancellations all using Paypal?

That could be related, maybe. I used by debit card. Im not a big fan of using paypal on other than Ebay, fishy results

On the phone with Rep # 2. They are now saying that my PayPal order was declined which is again crap. She's assured me the order can be replaced with a current credit card. After she types in the item #, she see's that the item is no longer available for order and that all of the item qty is gone from the warehouse. After cussing her out, I've moved on to a manager....this sounds like an all day thing.

These were semi-likely to get cancelled because of the pricing error. If you wanted a sure thing, pre-order on Amazon also.

Sucks, but I'm sure you are more angry because it isn't a full price listing

I'm mad because of the pricing, yes. This is a good deal if it is honored for those who got in on it. I'm more pissed at the crappy customer service and lies that I'm getting from reps at Sears. They just can't get their stories straight and ultimately don't care. In the end I'm sure that this order will probably never be fulfilled for me but I hope some people get theirs. In the meantime I'll unleash my rage on CS reps and managers.

Originally Posted by merchie89 These were semi-likely to get cancelled because of the pricing error. If you wanted a sure thing, pre-order on Amazon also. Sucks, but I'm sure you are more angry because it isn't a full price listing

Yes. This is CAG after all. I'm interested in the mask and art book, but not $100 interested.

Ok time for another update. Just got off the phone with a manager who said that what really happened was that basically the item has been over-sold. This means that THQ has given Sears a definite number of CE's they will be sending to them and that Sears has sold beyond that amount. She then stated that when Sears encounters a situation like this they issue a cancellation for all current pre-orders (regardless of payment method - i.e. PayPal vs credit card) and will "level the playing field" so to speak by making everyone mass rush to replace the order for the item when it becomes available again. This doesn't make a ton of sense and apparently their system doesn't allow them to prioritize orders to those who actually got theirs in first according to the total number of units they will receive. I was promised that I could still have the CE at the sale price along with a 10% discount for my trouble and free shipping - assuming I can get in an order when it becomes available which of course there is no guarantee for. Of course I used just about every curse word I could during our talk but that's as far as I got for now. Maybe try again later.

How did u manage to speak with a manager?

ok if you calling and complaining screws the rest of us over, I am gonna find you....

Originally Posted by Xellos2099 How did u manage to speak with a manager?

I told the rep that I was speaking to I wanted to speak with a manager. Pretty simple but it took awhile as there were a few people in front of me to speak with her. For all I know, she could have just passed me on to another co-worker passing as the manager. When I worked at a call center back in college, we'd do that all the time to avoid getting in trouble with managers.

Originally Posted by merchie89 ok if you calling and complaining screws the rest of us over, I am gonna find you....

I doubt it. Again for all I know, this could have been another crap story from Sears CSR's. I really do hope that people's orders get approved but the manager was pretty clear that this was going to result in a mass cancellation.

Originally Posted by shadow17x Ok time for another update. Just got off the phone with a manager who said that what really happened was that basically the item has been over-sold. This means that THQ has given Sears a definite number of CE's they will be sending to them and that Sears has sold beyond that amount. She then stated that when Sears encounters a situation like this they issue a cancellation for all current pre-orders (regardless of payment method - i.e. PayPal vs credit card) and will "level the playing field" so to speak by making everyone mass rush to replace the order for the item when it becomes available again. This doesn't make a ton of sense and apparently their system doesn't allow them to prioritize orders to those who actually got theirs in first according to the total number of units they will receive. I was promised that I could still have the CE at the sale price along with a 10% discount for my trouble and free shipping - assuming I can get in an order when it becomes available which of course there is no guarantee for. Of course I used just about every curse word I could during our talk but that's as far as I got for now. Maybe try again later.

Interesting update. Okay, sears.com. Challenge accepted.

For those that received a "confirmation" email today, can you please post a copy of that? I just want to see that orders are actually being kept so I can still see if at the very least I can argue against what I heard earlier about them all being cancelled.

Dear Steven,

Thank you for placing your order with Sears! Your order confirmation number is We are processing your order right now and will notify you as your items are ready.

Orders with multiple items may ship separately, in which case we will send you a ship confirmation as your item(s) leave the warehouse to keep you updated on the status of your order.

For the items you ordered for store pickup we will send you separate notification for each store location you are ordering from as your items are ready to be picked up.

If you have ordered item (s) that requires delivery, you will receive a separate notification when your items are going to be delivered.

Thank you again for shopping with us!

Sincerely,
Imran Jooma
Senior Vice President, e-Commerce
Imran@customerservice.sears.com