• Report: #1154427

Complaint Review: Sears

  • Submitted: Thu, June 12, 2014
  • Updated: Thu, June 12, 2014

  • Reported By: WhistleBlower61 — Cocoa Florida
Sears
Nationwide USA

Sears Miter saw bait and switch Merritt Island Florida

*Author of original report: Situation handled by an employee who cares.

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Beware of bait and switch on internet advertising from Sears. I will paste the conversation below. They offered one miter saw at a ridiculously low price compared to all the others on their site. It took over and hour to discover they didn't have one? In this age of electronics, I know good and well they have a live picture of all store inventories. I worked for a tire retail chain, and we were able to see all other store inventories for sales purposes.

 

Please wait for a Sears Tool Crew member to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.

Thank you for contacting the Sears Tool Crew! My name is Kathleen Rose R and it's my pleasure to help you today.

Kathleen Rose R: Hello Anthony! How can I help you with your online shopping for tools?

Kathleen Rose R: I would like to remind you that in order to avoid chat disconnection, kindly view sites other than sears.com and kmart.com on a different window.

Anthony: Yes

Anthony: I ordered a miter saw for in store pickup at 59.99.

Anthony: Over an hour later, I was informed that it was no longer available.

Kathleen Rose R: I appreciate you contacting us regarding this concern.

Kathleen Rose R: I am sorry to hear that your order was not fulfilled.

Kathleen Rose R: The inventory showing on the website is updated every 24 hours and is pulled directly from the stores' Retail Inventory Management System.

Anthony: I feel they should have offered an alternative at the same price.

Kathleen Rose R: We are unable to update store inventory for the website. Only the store is able to perform this task.

Kathleen Rose R: Your feedback is important to us. I will make sure to forward this over to our management.

Anthony: Seems like a bait and switch to me, I'm not a happy individual.

Kathleen Rose R: I understand your concern Anthony.

Kathleen Rose R: Your feedback is important to us. I will make sure to forward this over to our management.

Kathleen Rose R: Might there be anything else that I can further assist you with today?

Anthony: This is the first time I have shopped at Sears in a long time. Looks like I will be going elsewhere for my purchase.

Kathleen Rose R: I am really sorry. This is not the experience we want our customers to have.

Kathleen Rose R: May I help you in any other way today?

Anthony: Yes, offer a subsitute at the same price.

Kathleen Rose R: I apologize but the miter saw was on sale and we do not have any comparable model that has the same price.

Anthony: How convenient, YOU just lost a customer!

Kathleen Rose R: I realize that your experience can impact your desire to do business with our company. As I have mentioned, I will forward your feedback to our management. Aside from this, might there be anything else that I can further assist you with today?

Kathleen Rose R: For future reference, you can check your orders through the "Customer Service" link on top of the websites sears.com and kmart.com for order-related inquiries.

Kathleen Rose R: Thank you for allowing me to assist you today! If you have further inquiries, you can call us at 1-800-697-3277 or chat with us, whichever is more convenient. Thank you for choosing Sears where we value your business. Goodbye for now. Have a blessed evening ahead!

Thank you for chatting with us.

 

First she says that they pull the inventory directly from the inventory management system, then she says she can't update the stores inventory for the website, only the store can do it?

Used to be that CSR's were empowered to do whatever was needed for customer retention, now it seems that they just forward all their problems to some fictitious management who doesn't care.

Thanks for reading my rant, just fed up with corporate America

 


This report was posted on Ripoff Report on 06/12/2014 07:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears/nationwide/Sears-Miter-saw-bait-and-switch-Merritt-Island-Florida-1154427. 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 Author of original report

Situation handled by an employee who cares.

AUTHOR: WhistleBlower61 - ()

I just couldn't let it go, I went to the local Sears store in Merritt Island Florida.

To the tool department I went, expecting more of the same. Boy was I ever suprised! I was greeted by an employee named Jamie, who was very concerned about my issue. She not only handled the problem, but I ended up with a better saw for an amazing price!

I told her about my online support nightmare, and it was obvious they have dealt with this problem before. I thought that I should give credit where credit is due. By the way, her manager came by when she was handling the problem, and didn't even acknowledge her efforts. Corporate clone that he was.

 

I am a loyal customer once again!

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