• Report: #1098041

Complaint Review: Sears

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  • Submitted: Fri, November 08, 2013
  • Updated: Fri, November 08, 2013

  • Reported By: Scott — Lacrosse Wisconsin
Sears
Internet USA

Sears Sears online-K-mart-Sears outlet Misleading online pricing-offer discounts they dont honor  Internet

*REBUTTAL Owner of company: Sears Sears online-K-mart-Sears outlet Misleading online pricing-offer discounts they dont honor Internet

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 Has been two weeks since being offered credit to my account,and still havent received it.Started out when I seen they had a good deal on a chainsaw I liked.So I link to it,and in like 10 seconds the amount in stoch dropped to zero right in fron of me.Seemed strange.I back out and look around some more,then I notice they have it advertised again on a general browser search.Comes up with several stores,and shows their price and their outlet price on a couple.So I click on it,and it takes you to the saw but at a much higher price.

I bounce back and forth between their normal site,and the outlet site.Nect thing you know the regular site offers the saw at like 80 dollars off,in a combo with case and free shipping,along with 5% off for all chainsaws purchased for the next couple days I think it said.I click on it,and it takes me through checkout,and right before confirming I receive a page that says "unfortunately,this item no longer is eligible for free shipping."

So that weirds me out,because all the issues up to now,this is when I suspected they were up to no good.I go through checkout anyway just to see what happens,and just like that ,"this product is no longer available."

At this point I attempt to contact customer service via chat which has later hours I recall,and am given a message that "all our represesntatives are busy helping other customer"and then asked me to call customer service between whatever hours and day.So obviously they are slammed with issues,not a good sign.

I blow it off,and then see the saw again a while later on one of them side screen pop up advertisements.Click on it,and there it is again.I go through the entire process again,and the same result...suddenly none available.Now im thinking they are out of control.This isnt instance after instance that I get on the exact same time they stock a handful of the item,just for them to get bought up that quick.Odds of that would be lottery like.No they have some program set up to do this.So I goto the outlet site,and just for kicks,try and check out with their same saw shipped for a small fee from stores around the country.I think there were over 30 available at at least 10 different locations combined,and just like I thought,as I started clicking on the specific stores to purchase,I would receive the "item no longer available" message....all the way down through the entire lineup of store that had it in stock to be shipped.

 I back out and chuckle.Go back on and every single store(on sears outlet) has them available again.Its all smoke and mirrors.I contact a customer rep email this time,and explain all this.They responde with some run around that items go fast when posted.Which I am not going to argue that it isnt whats going on back and forth.They know what they do.Anyway,the rep offers a 10 percent discount if I purchase an item within the next couple days.Says to reply to this email with order number and my account will be credited.

 So I play around looking at the deals.Then the next day,I see Sears is offering this saw combo at like 80 dollars off list(which is high)so a normal price for this saw.I consider the 10 percent and see they still have the 5 % off any saw deal going,and am successful in making the purchae....holy crap the amount of BS I had to go through just to make a simple online purchase was unbelievable.So I contact the customer rep via email provided for the 10% credit,and give the order number.I receive a reply shortly that the credit will show in 3-5 business days on my card.

 About 5 bussiness days pass,and the saw comes.They shipped it with no box,which was clearly on the product page.What they did,was apparently took a floor model,and put it in the carrying case included,and shipped it in that .Case was cracked in several spots,along with the bar cover was cracked.Item shipped with bar on,sticking out of this flimsy case,so took some damage.I think I might have been shipped a refurb,from an outlet as new.Thats why they didnt have a box.I cant confirm this,becuase it was clean,but thats what refurb does.The fact that it came out of box,reccomends a return.

 So again I contact customer service and explain the shipping issue,and apparent attempt to pass off return item as new.I also ask them to look into credit I havent received yet.They come back and say for some reason the credit never was put on my account,and would have that fixed immediately.Then came back and said,if I was ok with the case being damaged,that they would take an additional 10 percent off and credit that as well.Now keep in mind,I have work to do with this thing.I didnt order it to try out for lead singer of Jackyl.So I agree,and ask them to take care of it.

 I receive an email later confirming that the two credits were sent to my bank on 10/30/13 and would show in 3-5 business days.Here we skip ahead 5 business days ,where I contact customer service again via email abou the credits.They write back confirming that the credit was placed on 10/30/13.Then the rep actually says,we would like to offer you a ten percent credit on any future item for all your trouble....lol,the gift that keeps on giving,that you never actually receive.Amazing.

 Another days passes,and now I go to Better Business Buruea site.Right before I go to file on Sears,there is a stop sign up asking me to contact Sears to handle the issue.Meaning,that Sears has so much traffic come through BBB,that they actually have a fixed agreement with BBB begging people to try one more time before reporting them.So I do it.Assuming this link actually may take me to someone who knocks heads around there.I explain everything,and explain I am being forced to go through BBB next for non compliance of the discount.I wait for a reply,but wouldnt you know it....even though linked right through the BBB site,they still didnt have the brains to responde,or fix the matter?

 So I report it with BBB.It has been 16 days since purchasing,and what 12 business days for that 3-5 bussiness day window to take effect.They are avoiding me,and its my guess they do this often.Dangle a credit at you to get you to bite,but it doesnt come at checkout,it is something you have to chase down and hope for.Then as in my case,they claim an oversight.Promise to fix it,then simply stop responding to you in hopes youll just forget about it.As I am sure they make alot off of people who simply never check to see if they were ever credited.It is as much a scam as any other scam.They just do it in plain sight.

 I have never experienced anything like this...from improperlly advertising product,to using shady sales tactics to obtain customers. Its unbelievable, especially with so much competition.Its almost like they know they are going under,and they are not concerned with an A rating.They are more concerned with just getting as close to shore as possible before they have to jump out and swim the rest of the way.Ethics are a thing of the past for this ship.

 Anyway,its highly unlikely its an isolated incedent.The reps were all very helpful and polite,its just that their site is smoke and mirrors...they ship the wrong items and without care of how they arrive,and they dont honor the discounts they offer to get you on board with them in the first place.Its just one bad ride.


This report was posted on Ripoff Report on 11/08/2013 06:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-/internet/Sears-Sears-online-K-mart-Sears-outlet-Misleading-online-pricing-offer-discounts-they-don-1098041. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company

Sears Sears online-K-mart-Sears outlet Misleading online pricing-offer discounts they dont honor Internet

AUTHOR: Sears Cares - ()

 Hi Scott,

We appreciate you taking time to post concerning your recent purchase; your post clearly expresses your disappointment.  It has long been Sears’ reputation to provide quality products and excellent member services, it is apparent we have let you down.  My name is Brian and I am a member of the Sears Cares Social Media Support team.  We would be more than happy to speak with you to see how we could make this right by you.  At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (Scott), to reference your post to smadvisor@searshc.com.  Again, we thank you for posting about your shopping and member services experience and we look forward to speaking with you soon.

 Thank you,

 Brian L.

Social Media Moderator

Sears Social Media Support

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