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LiveItUp
Love my babies!
Member since 8/11 4096 total posts
Name:
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Sears customer service vent - am I crazy or are they???
I bought a steam mop online from sears website this morning. It was $99 plus I had a coupon code for $10 off making it $89, plus it qualified for free shipping or I could pick it up same day from the store. I opted to pick it up so I didn't have to wait a week for it. I got it home and found it was leaking water. So I called the manufacturer who told me its a faulty unit that I should return or exchange at Sears. So I go all the way back, explain what happened to the salesperson and she says let me see if we have any more to exchange. She barely glances down the aisle and says we don't have any more. Ok so just refund me then, which she does. Then I go down the aisle and find the same steam mop( not the one I returned but the same brand and model) just sitting in plain sight right on the shelf. So I bring it to her and say can you just exchange the broken one I returned for this one. This one had a price tag of $139.99. She says we can't match our online prices. I tell her I'm not asking you to match the online price (even though that policy is ridiculous) I'm just asking you to exchange the broken unit I just purchased from you today from your website but picked up from this store for the same price I paid. She looked annoyed, went to ask the manager, came back, again said no. So I explained again that I just wanted an even exchange. Went to the manager again, came back and said fine we'll match it. Rings me up and tells me its $99 plus tax. So I say what about the $10 coupon code that I got this morning when I paid for it on the website. I show her the return receipt she had just given me and the printout from when i paid online showing that i paid $89 for it. 'Oh we can't match that'. I got so frustrated I told her forget it I'm just going to buy it from amazon and left. Am I crazy or should that have just been a simple exchange? I'm mad that I wasted time dragging my 10 month baby to the store twice in one day all for nothing but aggravation. Plus I kept asking for the manager and she never brought him over. Vent over, I just can't believe how ridiculous that whole thing was! Dh wants me to complain to sears corporate and better business bureaus, but I'm not sure it would even get me anywhere or just be a waste of time.
Message edited 8/31/2013 5:04:44 PM.
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Posted 8/31/13 5:04 PM  |
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Long Island Weddings
Long Island's Largest Bridal Resource |
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Re: Sears customer service vent - am I crazy or are they???
I don't like Sears at all.
Before the hurricane, our washer and dryer were from Sears.
I needed a simple repair done and they made me wait all day and never showed up.
I called numerous times to find out where they were and then to complain when they didn't show up and was given a run around every time.
After the hurricane, when we needed to replace our appliances, I went with a local mom & pop type-owned business based on that experience alone.
I also tried complaining on Twitter after a suggestion on here and received no response from Sears.
A couple of ladies said they believe they sub-contract their repairs but I didn't give a rat's ass at that point.
I called another family owned business for the repair and they were here bright and early the next morning.
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| Posted 8/31/13 5:39 PM |
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Sears customer service vent - am I crazy or are they???
I avoid Sears at all costs if possible. Have had issues with appliance purchases and orders. They subcontracted our dishwasher delivery to a company that didn't even exist. And we were always getting runaround with other orders. This is why they're always close to going out of business.
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| Posted 8/31/13 6:28 PM |
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springchick
make a wish
Member since 5/08 3566 total posts
Name:
justask
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Sears customer service vent - am I crazy or are they???
I would not buy a thing from Sears their costumer service sucks.
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| Posted 8/31/13 7:33 PM |
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LiveItUp
Love my babies!
Member since 8/11 4096 total posts
Name:
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Re: Sears customer service vent - am I crazy or are they???
Posted by springchick
I would not buy a thing from Sears their costumer service sucks.
We definitely won't anymore! We actually haven't shopped with them in a long time, and I just happened to buy from them today since it was the lowest price I could find the item for. But from now on I will steer clear of them no matter how low their prices are.
I couldn't believe how they wouldn't just make an even exchange for the same item.  I feel like at any other store it would be so obvious to just do that.
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| Posted 8/31/13 7:55 PM |
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BabyBoy
is Skylar Elizabeth
Member since 5/05 4189 total posts
Name:
Tom
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Sears customer service vent - am I crazy or are they???
Its typical for the web and the actual store have different prices and different rules as they are two separate companies. Stupid but ok. As for the situation, yes, they are crazy as they just lost a customer for life but manager was protecting is #'s as they can't exceed XYZ numbers on a given day. I would make a bigger situation at the corporate level with this.
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| Posted 8/31/13 9:55 PM |
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Kitten1929
LIF Adult
Member since 1/13 6040 total posts
Name:
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Re: Sears customer service vent - am I crazy or are they???
I think it was definitely poor customer service, but I would've let the $10 go, and just taken the new one home. Send an email to the corporate office.
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| Posted 8/31/13 10:24 PM |
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LiveItUp
Love my babies!
Member since 8/11 4096 total posts
Name:
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Re: Sears customer service vent - am I crazy or are they???
Posted by Kitten1929
I think it was definitely poor customer service, but I would've let the $10 go, and just taken the new one home. Send an email to the corporate office.
I was just so annoyed at that point that I didn't want to give them any of my money. If rather just get it from amazon who does have great customer service and will get it to my house my Tuesday anyway.
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| Posted 9/1/13 6:32 AM |
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LiveItUp
Love my babies!
Member since 8/11 4096 total posts
Name:
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Re: Sears customer service vent - am I crazy or are they???
Posted by BabyBoy
Its typical for the web and the actual store have different prices and different rules as they are two separate companies. Stupid but ok. As for the situation, yes, they are crazy as they just lost a customer for life but manager was protecting is #'s as they can't exceed XYZ numbers on a given day. I would make a bigger situation at the corporate level with this.
Yes, I wouldn't have argued if I was just asking for a price match, but its ridiculous that they gave me a broken one when I went to pick it up at the store and wouldn't just exchange it for a non broken one. Why should I have to drive to the store twice and pay more than the online price just because I chose to pick it up at the store rather than have it delivered? I even saved them the shipping cost since it would have shipped free for me! We already sent corporate a long email and if we don't hear back we will forward it to Better business. I normally wouldn't waste my time on something like this but I really feel like the whole situation was so ridiculous that it needs to be addressed.
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| Posted 9/1/13 6:37 AM |
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ANR1211
My loves
Member since 2/11 2131 total posts
Name:
A
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Sears customer service vent - am I crazy or are they???
I would be beyond frustrated! I always ask for the manager and if the person says, "the manager cannot do anything for you" I say, "Well, please get the manager anyway and have him/her tell me that!" I am a letter writer - You were so right to write the letter. Hopefully something comes of it - Did you leave your email, phone #, and address on the letter? It's good to have multiple ways to get in touch with you. Honestly, I don't know what is going to happen now since you bought the product from someone else, but at the least they should send you an apology (and a gift card!).
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| Posted 9/1/13 8:58 AM |
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noworlater
LIF Adult
Member since 2/11 1528 total posts
Name:
Now!
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Sears customer service vent - am I crazy or are they???
I have nightmare story with Sears when I orderebed from them and they brought wrong one and I was on bed rest..long sorry their cfault i did complain but all i got was the right bed weeks later and a gift card credit
my phone let won't let me edit sorry for typos aught
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| Posted 9/1/13 4:37 PM |
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ISpoilHim
I think I got this
Member since 11/10 1523 total posts
Name:
K
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Sears customer service vent - am I crazy or are they???
If the mop was in a sealed box, sears had no way of knowing that it was defective. That is an issue with the manufacturer not sears. As for exchanging I always check to make sure the item is available before I request an exchange. Although usually if it is broken in the box I am leery of buying the same item again because I worry about it being broken.
As others have said many stores have separate pricing online and in stores. Store pricing is regional and online pricing is national. They could have just matched the price for you but don't have to and I don't think it should be an expectation.
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| Posted 9/3/13 7:00 AM |
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nrthshgrl
It goes fast. Pay attention.
Member since 7/05 57538 total posts
Name:
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Re: Sears customer service vent - am I crazy or are they???
It was poor customer service. From my experience, they do have bad customer service (except for Land's End). Every time I've experienced bad service or late shipments & cancelled orders, I've tweeted about it.
I usually get contacted within a few hours from their executive group who resolved the issue & gives gift cards to make up for crappy service.
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| Posted 9/3/13 9:58 AM |
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LiveItUp
Love my babies!
Member since 8/11 4096 total posts
Name:
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Re: Sears customer service vent - am I crazy or are they???
Posted by ISpoilHim
If the mop was in a sealed box, sears had no way of knowing that it was defective. That is an issue with the manufacturer not sears. As for exchanging I always check to make sure the item is available before I request an exchange. Although usually if it is broken in the box I am leery of buying the same item again because I worry about it being broken.
As others have said many stores have separate pricing online and in stores. Store pricing is regional and online pricing is national. They could have just matched the price for you but don't have to and I don't think it should be an expectation.
I did a lot of research before choosing that particular one and am willing to give it a second try since it got such great reviews. When I called the manufacturer they were very helpful in trying to figure out what could be wrong. When we went through all the trouble shooting steps, I could have used the 1 year warranty to have it replaced I suppose, but I figured since I had just bought it why not just exchange it at the store instead of waiting for a new one to be shipped or for them to try to fix that one?
I get that stores have separate online and store pricing sometimes, but in this case I figured since I purchased it online but did a store pickup, it was taken out of that store's inventory, so it should have just been a matter of taking another one out of their inventory for me that wasn't broken. It might not have been their fault it was broken, but it also wasn't mine, so why should I have to pay more just to get a nonbroken one than anyone else who ordered the same item online and did a store pickup?
What I probably should have done was just return it and then order another one online on my phone and then just go downstairs to their pick up window and pick up the same one that they wanted to charge me an extra $50 dollars for 
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| Posted 9/3/13 10:44 AM |
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ali120206
2 Boys
Member since 7/06 17795 total posts
Name:
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Sears customer service vent - am I crazy or are they???
They are crazy - but, it's their policy.
I had a similar experience when I went to exchange a Lands End coat DH bought me - I wanted a differnet size/color of the same coat and he wouldn't honor the price. Even if I stuck with the same color!!! I had to use the customer assistance phone to Lands End and reorder...
Message edited 9/3/2013 11:23:43 AM.
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| Posted 9/3/13 11:23 AM |
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Re: Sears customer service vent - am I crazy or are they???
If the online store is so different, then how can they allow same day pick up from store...it's not like they shipped it to the store, she was obviously given a mop the store already had in stock...so they should have just given her the other mop. I do agree that this was probably some stupid corporate policy and you should definitely make a stink about it on corporate level.... Not to mention the fact that the girl told you they were out of them when they clearly were not! That would've made me so mad!
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| Posted 9/3/13 3:03 PM |
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