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Sears - promised rebate not honored
On September 7, 2010, we purchased a range from Sears at Countryside Mall, marked down $50 to a price of $349.93. Our salesperson Teresa asked if we wanted delivery and haul off, and we told her that it wasn't necessary because we had driven a pickup truck specifically for the purpose of handling that ourselves. When she explained that we would be issued a gift card rebate for the full amount of delivery and haul off ($69.99 plus $10.00), in effect making it free, we agreed - as she said, "Why not?" Teresa provided us with information on the website to visit and the information we'd need to enter from our receipt, and we did so that very evening.
About six weeks later, we inquired about the status of the rebate, which was still listed as "pending." We were told that our purchase didn't qualify because the amount we spent was $50 too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges.
We spoke to our salesperson, Teresa, who says that she can't remember the exact conversation but is sure she would not have told us that we would receive a rebate gift card on this purchase because she's worked at Sears too long to make such a mistake. Using the same hypothetical reasoning, we are both sure that we would not have accepted a $50 discount on an item which caused us to incur a $80 delivery/haul off charge for a net loss of $30.00, but it's unnecessary to argue hypotheticals because we both clearly remember the conversation that our salesperson doesn't remember: Again, we drove to Sears in a pickup truck with a hand cart for the express purpose of transporting the range ourselves and no intention of paying anyone for delivery, then accepted this option only because we were told that the full cost would be rebated to us.
We are being charged $80 for a service we did not need and would never have agreed to without the promise of a full rebate. We have phoned Sears over a dozen times throughout the past few weeks. Each call, including the call directly to our salesperson, resulted in our number being taken and assurance that a manager (who was each time off for the day, in a meeting, on a conference call, etc) would call us back to resolve the matter. No manager, or anyone else from Sears, has bothered to return a single one of these calls.
Michael J Coomes
Elizabeth A Broom
Thank you for the offer, Marcus. Hopefully, I won't need to take you up on it, I'll know for sure within 10 days, so I'm told. After I spent the afternoon yesterday sending this letter to all the consumer complaint agencies I could find (eleven in all, including this one) a manager from Sears finally called me back this morning. He says that I will receive the gift card rebate within 10 days. I asked him what prompted him to call and he didn't give me a clear answer, so I can't tell you which of the complaints kicked things into gear. I guess the lesson is, buy from Sears with confidence - if you have a whole lot of time on your hands to wage a battle.
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here concerning this hassle you have experienced with Sears sending out your rebate. On behalf of Sears I would like to extend an apology to you that one of our managers did not call you back to inform you on what needs to be done next. I can defiantly understand the frustration that you have experienced dealing with our sales associate. Again I do apologize that we did not inform you of the next steps to take in either receiving your rebate or being refunded the delivery and haul away fee that was charged to you. I would like the opportunity to step in and help rectify this issue for you. The Sears Support Team is the single point of contact for all escalated concerns for Sears; which means we step into a situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so that we can get right on this and you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (backstagemike) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
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Here I am sitting at home waiting for the service repair person to show when Sears calls to say they are not coming and they cant reschedule for 9 days. Sears does not think it would have been better timing to call before the service was schedule and they also think the email confirmation was a tentative not a commitment. Last time I will use these guys. They cost me half a days vacation and do not think they should have to make up for the imposition. I will not reschedule as I can not ever be sure they will come.