I am unhappy with the customer service after placing my first order with Sears Outlet o...
GetHuman847500's customer service issue with Sears from July 2018
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The issue in GetHuman847500's own words
I was told I would get a ** % discount after donating $**.** to the Make a Wish foundation, and I am continuely told it was already applied even though I have not made the donation, (because Sears Customer Service says it is too late.) Plus, this item was described as a floor model without damage. After I paid for it the description changed to "Refurbished" which is false advertising. ... I am unhappy with the customer service after placing my first order with Sears Outlet on line. I went to my local Sears Outlet store, and made the purchase on line at the store. I was given the phone number of the store it was coming from in New Haven, CT (***) ***-**** which "I" called * different times, first to say they do not have the order, next to tell me the manager was off yesterday, and finally about the discount. I was told by the manager the store would receive an electronic "Snip" to hold my oven within *-* hours. Plus the "Make a Wish" event would give me an additional **% off the current total, and notes were in my order to do so. The discount would be applied on confirmation, and subtracted from my total. My local store said I would get a confirmation e-mail, once the order was completed. While at my local Sears Outlet I received the order confirmation. The Manager said I would receive, (no other e-mails were mentioned) and they printed it out for me. I did not notice at the time it was not a confirmation, nor did it show as a floor model, but instead (see attachments,) it was changed to refurbished. When I received the second e-mail later in the day, it stated "update" I clicked for full order details, still not realizing I had not received conformation of my order. * *To make matters worse,the Update stated the item may have been sold. When a order is placed, the item "must" be placed on hold immediately. In this electronic world there is no excuse for any less. Sears can not sell an item they do not have, especially since your notification department is under staffed. On each occasion there was an apology and I was told, I would get a phone call, but no one called, nothing was done after "I" called * different numbers ( each person passing the buck to the other,) only to find out, everyone was too busy to call me, or would return the call and did not. I was handed over to the (***) ***-****"Notification department" who should have called me. All of a sudden while I was on the phone, some ** hours later they decided to confirm my order. What if I had not called? * *The online description of my oven was shown as a floor model with no dents or scratches. The e-mail I received, after my purchase was completed, no longer stated "Floor Model" but "Reconditioned" (see attachments) which appears to be a bait and switch. I have a contract with Sears, things can't be changed "after" a purchase is made, and if the condition is not clear of any kind of damage I want a replacement to the original advertised version. Being too busy is not "my" problem, and saying so is bad customer service. * *This morning I received a call from the New Haven Connecticut, telling me even though there were notes concerning the discount, all online purchases are handled at Sears Outlet online (***) ***-****, but yesterday I was told the manager would take care of the discount. I called the number just as I had the day before, and this time "Zack" employee ID * *******, told stated the discount would be applied at the time I receive the oven. Which makes no sense, I asked to speak to his manager, and was placed on hold for *-* minutes, (or that is what he said.) Each of the * calls made the day before placed me on hold, for *-* minutes, only to switch me somewhere else. Zack said I would get a call from Ashley, his manager within *-* hours, which also did not happen. * *I am so sorry I purchased an appliance through Sears, without good customer service, Sears will not stay in business * * This is the response I got**Dear Doreen, * *Thank you for contacting Searsoutlet.com regarding the order number *********. * *On reviewing your order, I found that you have not donated $** to Make a Wish Foundation during checkout. This is the only requirement to get an additional **% discount. * *It is possible that the fulfilling store does not have the Floor model in stock, hence, they have switched the Wall Oven with a Reconditioned model. It is as good as Floor models. However, if you want to cancel the order, please let us know. * *Thank you for choosing Sears Outlet, we appreciate your business!
Is that I am going to contact the FTC, Better Business Beaura, and my local Attorney General.
I want what I purchased, not less and a **% discount.
I have an issue with Sears too
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