I'm so Pissed at Sears! >:(

[hawaiiysr]

So I needed a new tool box. I have out grown my 26" top and bottom. I can't afford the tool trucks. I'm not spending $6-10k on a box. No fN way.

I'm in Hawaii so shipping anything big to me eats up any saving from purchasing online. I researched grainger and fastenal. Both are happy to order whatever I want but I still have to pay for the ride.

My local sears only carriers select boxes. The largest being a 52" double. Which ***** because in reality your buying two 26" boxes.

So I ask a saleslady if I could special order a box. I could! But only select boxes. Wtf? So I pick out a 68" bottom. On sale for $1800! Dam! I'm down! Then she ask me if I want to put it on layaway. What?! I can do that? She tells me there's no interest and I can stretch the payments out over 12 weeks. Dam! I'm down for that too! So she orders me the box and I'm happy.

Three days later I get this sears pop up ad. The box I ordered was on sale, on line for $350 less. So I head down to sears to ask if they could match the online price. I really didn't expect them to but it never hurts to ask. The manager had no problem doing so. Score! So now I'm down to $1450.

Two days later I get another pop up ad. This time $150 less. So again I head to sears. And again no problem adjusting the price. $1300 now.

I made all the payments on time or earlier. My estimated pick up date was February 28th. I have been getting automated calls saying my box is ready for pickup since mid February. When I call to make sure it's there it never is. So I speak to someone last week. They tell me because of the price adjustments it moved the arrival time back. So March 5th. Ok no problem I can wait. The lady even reprinted my receipt so show me what happened.

So today is the 6th. And I call because I don't want to waste a trip to sears. Well my new date is March 28th. Wtf?

 

[Marc Benjamin]

You know, for the number of times they adjusted the price for you. It would be reasonable even if the box comes in May.

BTW, aren't you island guys used to delayed freight anyway?

 

[nadogail]

Hope they come through for you, they (Sears) have reputation to defend, let's hope they take this seriously.

If you have copies of all your paperwork, you are in a good position. If they don't honor the deal, I suggest you have a meeting with Sears management. They do not need you going public with a complaint to an investigative reporter and complaining about their complete disregard for credibility.

 

[hawaiiysr]

Ya I hope so too. I'm not trying to down the company but if I hold up my end of the deal shouldn't they? I already made space in my shop and all my tools are in bags boxes or my cart. No I have to work like this for a month.

 

[hawaiiysr]

You know, for the number of times they adjusted the price for you. It would be reasonable even if the box comes in May.
BTW, aren't you island guys used to delayed freight anyway?

Price match is price match and I stated I was not expecting it.

You realize although I'm on an island we are still a state. USPS flat rate applies to me as well as Alaska. And no we don't live in grass shacks.

If the box is due in may then state so. If there was a problem with the dates then let the customer be aware. I'm not an unreasonable guy. Just give me the heads up. Don't keep calling from mid February to tease me.

No I'm not "use to delayed freight" a date is a date. A month late is pretty unacceptable.

 

[Cyberbear]

I agree that making you wait additional time is wrong. Perhaps you can call customer service and determine if your box has shipped yet, and if not, simply cancel the previous order and reorder the lower price box and have it delivered at a faster date.
If that fails, get a hold of the regional customer service manager and have them explain why you are being subjected to crappy service, simply because Sears made the lower price offer. In any case, write a letter of complaint to the corporate offices and demand an answer. If you ordered the box online, there are federal laws in place requiring Sears to make proper delivery, or notify you why they cannot or make a refund promptly.

 

[motofool33]

Sux bro i feel for ya.

 

[Parabellum]

Get an International off Amazon with free shipping with Amazon Prime.
Your getting ripped off by Sears selling boxes from International.

 

[southalabama]

From my dealings with sears logic has nothing to do with anything.

Just cross your fingers and hope it doesn't show up as discontinued.

 

[matt_i]

I'm all for open lines of communication and customer service. I've gotten things sooner than expected and was steamed due to interference with my project planning. However for a $500 savings, you can probably handle a little delay.

Just for a story that could be worse, my carpool buddy bought some kitchen appliances on a black Friday sale last year. He just took delivery of the final piece about 2 weeks back...

 

[Dan in Pasadena]

First world problem! You saved $500 or even thousands under a tool truck price and you're still complaining. Psh!

 

[mobileaudio219]

We have the big us general box at work at its full of heavy tools for mold changes/repair. Big pipe wrenches, die bars, 1"+ wrenches and sockets, etc. It gets Abused, drawers slammed, drawers left open, And drawers packed full... and it's holding up great!

I have the red 5 drawer cart and have it full and it's been great.

Long story short, if you have a habit freight near by I suggest you check their boxes.

 

[fteufert]

How is it you ordered something and the price changes affected the delivery date?

Once the order was placed, there is no reason the price reductions should have an affect on its delivery date.

Why wasn't it "in route" earlier? A 30 day delay is unacceptable, and deserves another discount.

 

[softailgarage]

Ya get what ya paid for...and speaking of cheap, wait till you see that box.

 

[CNGsaves]

+1 that original order should have already been in route.

Just found the OP's box on Sears website:
http://www.sears.com/craftsman-edge...0944961000P?prdNo=33&blockNo=33&blockType=G33

Price showing now is . . . . . $ 1,379.99 (discount of $920 off "original" price)

When I put in potential order today 3/7/16 it shows as 3/11/16 delivery at my 2 local Sears locations (one full-size Sears and one HomeTown Sears).

Escalate your problem with your local Sears store Manager in Hawaii. I'd be wanting some free stuff or additional discount for your delay . . . like mat for top of box, drawer liners, or deep discount on stainless steel top. Good luck.

 

[D. Patina]

Ya get what ya paid for...and speaking of cheap, wait till you see that box.

That's what I'm thinking. Could of got a couple of US Generals for the same price.

 

[mike93lx]

Hopefully they are atill in business at the delivery due date

 

[wssix99]

This stuff gets shipped to you by barge, right? Sticking to freight delivery times can be a lot more complicated than on the mainland. If a boat has to turn around for weather, if it sinks, etc. that can add weeks to the process.

 

[Cryptic1911]

I'm betting they didn't actually price match, but cancelled and reordered each time you had them "adjust" it

 

[finn]

Don't complain yet.

I've been waiting for my Matco ratchet since August or early September.

No sense getting p.o'd over things you can't control. It won't get here any faster.

 

[piker28]

I would say call Sears customer service and see if they can give you an expected delivery date.

 

[FJ 432]

I wonder if part of the reason is that you made payments versus paying for it up front.

They offered that as an option so no fault by you but I wonder if Sears started the clock on delivery once the item was paid in full.

I agree also with Cryptic1911 assertion that they cancelled the order each time they price matched.

Either way they did a poor job of communicating.

 

[James-W]

This whole thing is confusing to me. The tool box is the tool box regardless of the selling price. So why should it take longer to get a tool box if the price is less than it takes to get the exact same box if the price is higher? All they are doing is matching the price and price matching has nothing to do with the actual product. So why should it take longer to get the tool box if they match the price? That makes no sense at all to me.

 

[Spdfreak91]

I got the 56" craftsman box, three tops all dented, finally i just took the least of the worst it sux for sure but it was cheaper than my other options.

 

[FJ 432]

This whole thing is confusing to me. The tool box is the tool box regardless of the selling price. So why should it take longer to get a tool box if the price is less than it takes to get the exact same box if the price is higher? All they are doing is matching the price and price matching has nothing to do with the actual product. So why should it take longer to get the tool box if they match the price? That makes no sense at all to me.

Your point is valid. My point above is maybe Sears is not willing to pay to have it shipped to the Aloha State until the item is paid for being that space is at a premium.

Cryptic1911's point is that each time they could have cancelled the order. Then each time they rang it up it moved the order to the back of the line.

 

[James-W]

I wonder if part of the reason is that you made payments versus paying for it up front.

They offered that as an option so no fault by you but I wonder if Sears started the clock on delivery once the item was paid in full.

That is certainly possible, but I would think the tool box would get ordered in a timely manner so that the customer could pick it up right away after he made the final payment. I mean, it is obvious since he has been making regular payments that he wants the tool box. But even if doesn't end up buying the tool box, so what? They can put it on display in the store and sell it to someone else. Or, they could return it to the warehouse if they want and maybe charge the customer a shipping fee if they feel they need to.

I agree also with Cryptic1911 assertion that they cancelled the order each time they price matched.

Either way they did a poor job of communicating.

That may be the case, but I would have to question why they would cancel the order just because Sears corporate management decided to drop the price of the tool box and the customer asks to get the tool box for the current price. None of this makes any sense to me. It isn't like the customer is haggling with the Sears store in Hawaii and wants the tool box for some ridiculous low price. He is only asking to get the current sale price that Sears is charging, which they are agreeing to. But the tool box is the exact same tool box so what is the point of cancelling the order? I just don't get it and I probably never will. It is too bad Sears management isn't here to explain the ins and outs of this situation. It would be most interesting to know how Sears management thinks.

 

[dawgee]

what happened to "island time" lol i heard of this expression on my honeymoon in Maui loved it there

 

[Bluedodge]

...they (Sears) have reputation to defend... ...I suggest you have a meeting with Sears management. They do not need you going public with a complaint to an investigative reporter and complaining about their complete disregard for credibility.

Sears couldn't care less about their reputation.

 

[TangoFoxTrot]

I had something similar happen at Sears, but it wasn't on layaway or anything, it was a washer and dryer set. I was moving into a new house, said it would be delivered in something like a week.

I kept getting calls saying it would be pushed back a week, then another week, etc. Then they offered a $50 gift card, I said ok, then another week delay, and I finally cancelled the order because it was like a month without a washer and dryer. And the calls were from the Phillipines or something because there was a language barrier.

Went to Lowes and I think I got the whole set delivered like the next day.

At least I got $50 from Sears out of it, but if I had just kept waiting without finally cancelling no telling how long that order have been pending.

So my advice is if you get more than 1 delay, you might want to cancel the order because it's almost like it goes into no-man's land.

 

[58Yeoman]

Well, as we all know, the items that you buy in the big box stores is always inferior to what you can buy at the ra**, I mean retail stores. So, you've gotta know by now that the box that you're getting 'on sale' is a much cheaper box. It may look the same, but we all know that it's not. It's just taking Sears a little longer to dig it out of the cheap bin.

 

[Cryptic1911]

That may be the case, but I would have to question why they would cancel the order just because Sears corporate management decided to drop the price of the tool box and the customer asks to get the tool box for the current price. None of this makes any sense to me. It isn't like the customer is haggling with the Sears store in Hawaii and wants the tool box for some ridiculous low price. He is only asking to get the current sale price that Sears is charging, which they are agreeing to. But the tool box is the exact same tool box so what is the point of cancelling the order? I just don't get it and I probably never will. It is too bad Sears management isn't here to explain the ins and outs of this situation. It would be most interesting to know how Sears management thinks.

They can probably only adjust the price at the time of sale, hence the cancel / reorder

 

[James-W]

They can probably only adjust the price at the time of sale, hence the cancel / reorder

Assuming that is the case, then why doesn't the sales person explain that to the customer? No matter how you slice it, this type of incident doesn't look like good business practice from a customer's point of view.

 

[Schurkey]

First world problem!

What, exactly, is that supposed to mean?

How is it you ordered something and the price changes affected the delivery date?

Once the order was placed, there is no reason the price reductions should have an affect on its delivery date.

Why wasn't it "in route" earlier? A 30 day delay is unacceptable, and deserves another discount.

Total agreement.

They can probably only adjust the price at the time of sale, hence the cancel / reorder

Not if the company is competent. This is (one of multiple reasons) why I don't go to Sears any more. It's not even fun to browse the tool department--although I remember a time that it was.

 

[rslaback]

I'm going to take a stab at this:

I'm thinking that they won't actually order the box until it is fully paid for. Like most special orders, they don't want to get stuck with it in inventory. If they wanted one to keep on the floor, they would already have one.

The original dates you were given were based on the availability of the box if it would've been ordered that actual day. That availability has changed between now and when the transaction originated. The box is now backordered and they are dealing with an unknown time until it is back in stock which is why your date keeps moving.

I can't fully explain the phone calls you got though. Are you sure that it was from your local Sears? Sometimes with bigger items they actually ship it from another store and sometimes that store screws up and when they pull it from inventory they call you thinking you were planning to pick it up.

 

[bluestripe67]

Is it possible that Sears gathers all the items too be shipped and creates a bulk shipment for the best rate/lowest cost to the island?

 

[vetron]

Sears used to be an amazing store that customers and employees loved, and service was king. they are closing all around us. I think you are witnessing a symptom of their demise.

 

[rooster shooter]

Sears used to be an amazing store that customers and employees loved, and service was king. they are closing all around us. I think you are witnessing a symptom of their demise.

The internet has changed the way everyone does business. Sears is not alone in that regard. I, however, still like to see first hand what I'm buying.

 

[Pointbock]

Sears used to be one of the only options for AK & HI. Their policies don't appear to have changed since the dawn of the internet. Pricing and shipping (and often availability of products) for these two states is much different than for the lower 48.

I don't know the specifics of HI, but two large container ships show up at the Port of Anchorage every week (two companies, one ship each.) I was recently in HI, and they have trucks, semi's, backhoes, road graders, dozer's, etc. If those can be shipped there, this guy's toolbox can also be shipped there but Sears is stuck in time and hasn't kept pace with the rest of the world. I really can't see how they are still in business.

 

[Vegaman_Dan]

I wonder if instead of just price adjusting the order each time, that they cancelled the existing order and placed a new one at the new price. That would explain why the dates keep getting pushed back as each new order was made later than the previous one.

 

[Schurkey]

I really can't see how they are still in business.

I've been saying that for twenty years.

Sears used to be a great place to buy apprentice- and homeowner-quality tools. They were OK for appliances. I never bought clothing or furniture there.

The appliance business is a lot like the tool business--maybe worse. There's no decent product for Sears to sell, because it's all been offshored and turned to sh!t.