[Resolved] Sears / terrible experience
Sears Essentials on Woodyard Road Clinton, Maryland, 20735, pulls bait and switch on lawn mower. Lawn Mower Pictured on the box isn't what's in the box. A Cheaper model placed in box, Sears has failed to address problem, store manager now lies, probably since problem has gone on so long.
The lawn mower I purchased from Sears of Woody yard Road, Clinton, Maryland. This mower was purchased the day after black Friday. Without a store model I purchased it by the picture on the box, the mower I received was not what was in the box, Sears has failed to respond with a resolution, in fact I have phone corporate on 12/1, 12/5, 12/7, 12/8, 1/8/09, 1/16/09, 2/16/09, 3/7/09, 3/12/09, 3/14/09.
Once I did speak to the store manager in which she turned around the story of the wrong lawn mower such as “you weren't here on the right day?" “You got a bigger box?" To the point I became frustrated and wanted to speak to the district manager.
I phoned again today 3/14, at which point I was told the store manager has spoke to me 9 times, this is untrue! I'm furious that the problem has not only NOT been corrected but the store manager has now lied; you cannot speak to a district manager now that a store manager has SAID they have corrected the problem.
The problem is, Sears sold a lawn mower the picture on the box is NOT what was inside the box! I was told on all the calls listed above that someone would be contacting me, they haven't! I want the mower that I paid $180 for to be the one pictured on the box.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Sears Brands Customer Care's Response, Dec 21, 2009
We are sorry to hear about the trouble you are experiencing with receiving a replacement coffee maker. I can only imagine the frustration this ordeal has caused you and we would appreciate the opportunity to assist you in resolving this issue. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. At your convenience please contact my office via email at firstname.lastname@example.org so we can further discuss your concerns. Please provide us a contact number and the phone number the coffee maker was purchased under and we will call you at your convenience. In addition please include your screen name (Finito) in your email so we can reference to your posting.
Senior Case Manager
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