Ordering online is supposed to make life easier. In a few clicks, your new appliance is scheduled to arrive at your doorstep—fast, efficient, and without the hassle of in-store shopping. But for one Georgia man, what seemed like a routine online purchase turned into a two-month odyssey of frustration, phone calls, and finger-pointing.

His story is a cautionary tale about what can go wrong when convenience collides with poor logistics—and why taking matters into your own hands may be the only way to get results.

A Simple Purchase Turns Into a Customer Service Nightmare

It all started with a stove.

The buyer—excited to upgrade his kitchen—placed an order online through Sears, paying nearly $300 extra for express shipping. In return, he was promised delivery within two business days. Sounds fair, right?

But two months passed. And the stove? Nowhere to be found.

“I got an email the next day confirming the purchase and expected shipment,” he explained. “It looked great.” But day after day, nothing arrived. After more than two dozen calls and countless dead-ends, he was stuck in what consumer investigator Dale Cardwell calls the “Customer No-Service Zone.”

Frustrated, the buyer posed a question many consumers can relate to:

“Do you think it’s worth $270 to have something shipped to me two months later? That sounds like you put it on a boat from China and went around the long way.”

Becoming Your Own Best Advocate

Here’s where things get interesting—and instructive.

Instead of waiting on hold again or hoping someone would eventually return his emails, the buyer decided to take control. Armed with his smartphone, he conference-called Sears customer service, the shipping company, and the store where the item was supposedly located—all at once.

That’s right: he became the logistics manager for his own transaction.

It turns out the stove had been sitting at the dock in a warehouse in West Covina, California—wrapped, tagged, and completely forgotten. The store assumed the shipping company had already picked it up, and the shipper claimed the item wasn’t ready. Both had marked the issue as resolved in their systems, but neither had verified it.

Only after the buyer forced a real-time three-way call between all parties did things begin to move.

Eventually, the stove was delivered. Sears refunded the shipping fee, mailed a $200 Visa gift card, and sent an apology note. But none of that would’ve happened without the buyer’s relentless persistence.

Why This Happens—and How You Can Avoid It

Major retailers and their supply chains have grown increasingly complex. While online platforms offer speed and convenience, the coordination between warehouses, third-party vendors, and carriers often breaks down—leaving customers like this one in limbo.

So, how can you avoid falling into the same trap?

Here are a few practical takeaways:

  • Buy big-ticket items in person when possible: Having a local point of contact—especially for large appliances—gives you someone accountable if things go sideways.
  • Document everything: Keep emails, receipts, tracking numbers, and names of anyone you speak with. This makes it easier to escalate if needed.
  • Don’t be afraid to escalate creatively: Calling customer service one by one often gets you nowhere. Try looping in multiple parties on the same call—just like our determined buyer did.
  • Use a trusted advocate: If you’ve exhausted every avenue, it may be time to enlist expert help.

When to Call in the Experts

If your consumer issue has stalled—and you’ve tried everything—it might be time to bring in backup. Dale Cardwell’s seven-point investigative process, available at TrustDALE.com, is designed to help consumers cut through the red tape and hold companies accountable.

Have you had a similar experience with a failed delivery, misleading warranty, or broken customer service promise?
 Visit TrustDALE.com to submit your story. The investigative team may be able to help resolve your issue—and prevent others from going through the same thing.

At the end of the day, persistence, documentation, and strategy can make the difference between being ignored and getting results. In a world of disconnected systems and automated replies, sometimes the only way forward is to be your own best advocate.

Or, better yet—find someone who knows how to fight for you.