Sears Disappoints Again

[Stuey]

Okay, so I bought a locking socket rack from Sears earlier today. I came home remembering that they are offering a 25% discount on socket accessories for Craftsman CLub members.

Well, guess what, lo and behold, the discount does not appear online. Again.

Online-only clubdeals (http://craftsman.com/clubdeals/) - look at the 3rd column, bottom row.

Adding the socket racks to the cart and proceeding to the checkout doesn't change the price at all, so I assume that someone forgot to activate the promotion. Again. Grr.

[nissan_crawler]

Yep, I wanted to pick some up, too.

[Stuey]

I know I keep bringing this on myself by getting my hopes up, but I cannot help it! I guess I've been spoiled by other sites that typically work properly.

Hmm, at least it could be said that Sears.com is consistently flakely. (rolls eyes)

On another note, I found a few products in the flyer that are not being discounted properly online either.

[Jay H 237]

I know I keep bringing this on myself by getting my hopes up, but I cannot help it! I guess I've been spoiled by other sites that typically work properly.

Hmm, at least it could be said that Sears.com is consistently flakely. (rolls eyes)

I'm still pissed at Sears due to my last order!

It was posted on here a few weeks ago about the stubby Gearwrench sets that were on sale for half price ($29) so I ordered a set of SAE and 2 sets of metric. They only sent me one of each but charged me for the other metric set. I called them up with the phone number on the packing slip and explained it to the woman. She said she'll take care of it and send me the other set. I get the other set but I also get charged for it at full price ($59) and shipping! I call them again and get another woman who's willing to send me another set at full price, all I was explaining was I was getting charged for something that I didn't get the first time and that had been on sale, but no, she wants to send me yet another set and pay for it!:wtf:

Right now I'm just going to pay the stupid double bill and get it over with, I'm sure as hell not going to try calling them again so they can bill me 3 times for the same thing, and now at full price! Incompentence is becoming the number one thing with them.:mad:

[billymade]

I wonder if you just call the Craftsman catalog and order them over the phone; then, mention they are in the craftsman club and give you club card #, if all will be well?
Worth a try, call: 1.800.377.7414

[Stuey]

Jay - those situations are what credit card disputes and BBB complaints are for. Charging you the full price and shipping without explicit authorization should be enough to get you the extra monies refunded. Filing the BBB complaint would help allert the proper Sears authorities to the problems with their staff, and help ensure that you get your due refund.

Billymade - I strongly prefer ordering online or in-store so that I have full documentation in case of a dispute.

[billymade]

Sounds like your having a nightmare! Try calling the customer relations hotline; we have had good luck with it around here:
Customer Relations Hotline:
1-800-549-4505

Email us your questions, comments and experiences
or send a letter to:
http://www.sears.com/shc/s/nb_10153_12608_NB_CSeMail?refLink=relations&adCell=A4

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

[nissan_crawler]

After spending probably 12-14 hours on about 10 different phone calls trying to get charges fixed that they told me "would be credited after I made the purchase" and having nothing happen, I can say the customer service number is worthless.

I have never, and will never, make another online order again. That cost me $120.

The store will sometimes match the online stuff, but if it isn't showing online, either...you're pretty much screwed.

[Jay H 237]

After spending probably 12-14 hours on about 10 different phone calls trying to get charges fixed that they told me "would be credited after I made the purchase" and having nothing happen, I can say the customer service number is worthless.

I have never, and will never, make another online order again. That cost me $120.

The store will sometimes match the online stuff, but if it isn't showing online, either...you're pretty much screwed.

I see I'm not the first one to have a similar problem dealing with them on the phone.

I was polite and explained what had happened and spent about 40 minutes on the phone with the second woman. It seems she couldn't get it that I was getting double billed and that I don't want her to send me yet another set and be billed for it. After 40 minutes I was getting ticked and just hung up on her before I lost it, no matter what I explained or said she seemed all she wanted to do was get a 3rd set shipped and billed to me thinking it was the answer.

It seems they had my credit card on file from the original order and it's what they used to charge me for the missing second set and what the woman was ready to do with a 3rd set the last call I made.

Stuey and Billy thanks for the links and ideas. I'm not sure what I'm going to do. I saved the bill from the second set but right now I don't feel like trying to call them again and get yet another offer of them sending and billing me again. I'm only out 60 some dollars and every time I think about it I keep getting pissed off. I don't have time during the day to keep making calls hoping to get this straightened out and getting nowhere.

I am waiting for the next credit card bill to come to see exactly what's on there and not just thier packing slip. If I have to I'll notify the card company. I hate to start something but the Sears people I talked to don't seem to have a clue. It's a shame, most of my tool collection is Cman but unless I'm in an actual store buying something I don't feel like dealing with them again.

[billymade]

I'm really sorry your having Sears "special" version of hell with the online ordering; unfortunately, you are not alone and has been well documented on this site! Having said that; the customer relations hotline or a brick/mortar store manager seem to be the most effective solutions people have said anecdotally (I tend to lean towards customer relations hotline, however; they wield the ultimate power), that got things handled the "best" way; if there is one! Again, sorry for the brain damage; give customer relations a shot and let us know what happens!

[nissan_crawler]

Again, sorry for the brain damage; give customer relations a shot and let us know what happens!

I tried that, went in circles with them many times with many promises of refunded money. Never happened.

[mkdive]

I just received my $500+ dollar credit that I have been waiting on since Nov.11th!!! It just posted to my CC today. I have another $290 credit that is supposed to (fingers crossed) post to my CC in the next day or two from sears. That national 1800# Billymade posted above worked wonders for me. They contacted the local sears General Manager and had him call me back and help me with my problem. Thanks Billymade!

[billymade]

Cool! I hope we get more positive results from the Customer relations hotline!

[Vinko]

My store said that if there's a problem with sears.com, that I should bring the flyer or print-out of the on-line page to the store and that they'd give me the correct sales price. I wish I'd done that when the 12 gal. vac was 50% off.

[Stuey]

And Sears disappoints me AGAIN.

Other of their "online-only" deals are not coming up. The crossforce set which is at the "lowest price ever" isn't discounted. Okay, so it's online-only but isn't discounted online. It's the 3rd day of the promo, too.

Certain flyer deals are discounted in my cart, so I know that I'm not doing anything wrong.

In my experiences with retail stores, Lowes is the only one that will price match to their website. Unless it explicitly says "in-store" Home Depot and Sears will both say "too bad" when I go in for an online price match. Now if it says "online only" they add in some scoffing to the denial.

[bmwpower]

Kinda why I stopped buying tools from them.

[Jay H 237]

Cool! I hope we get more positive results from the Customer relations hotline!

UPDATE

I called them and they refunded the original set price that was at the sale price, for the cost of the first missing set. I checked my credit card statement online and it did go through.

Due to the woman reordering the missing set AFTER the sale date ended I wound up paying for the 3rd (original missing) set at full price, what they had charged me for the second time.

Not exactly what I was hoping to happen, I was hoping to get the missing set for the sale price due to thier screw up, but I do feel better getting the cost back for the missing set even though it was the sale price refunded. It does bring some closure and I do feel a bit better about it.

I may have been able to press it more but I've got a bad sinus and ear infection and on antibiotics and have ear drops. I didn't feel like staying on the phone. Difficult to concentrate and stay awake at times.