My Sears experience. What would you do?

[KaHuNaZ]

I recently ordered the Gearwrench 56pc ratcheting screwdriver set found in the Hot deals section. I received the package last night and when I opened it up, the tools were used. There is dirty grease/oil in some crevices, nicks on the handles, fibers stuck to the rubber (probably left from a towel) and a few bits were worn. I got this set for a killer deal (just over $13) after a $10 off $30 coupon and $8 in surprise points. Im probably just nitpicking and Im sure I can clean them up, but it bothered me that they were used. Who knows why it was returned in the first place.
I got them to process a return label and credit me the $18 when I re-submit the order, but Ill lose out on the sale price because it ends on the 23rd. Should I just keep them or return them? What would you do?

Heres the chat with cs if you are interested. It lasted just under an hour.
after he posted his apology for the inconvenience there was a 5 minute pause until I asked for a copy of the chat. He then got his supervisor?

General Info
Chat start time Aug *****, ***** *****:*****:***** PM EST
Chat end time Aug *****, ***** *****:*****:***** AM EST
Duration (actual chatting time) *****:*****:*****
Operator Brendon
Chat Transcript
info: Please wait for a Sears agent to respond. This chat may be monitored or recorded for quality assurance purposes. Your average wait is ***** seconds. Thank you for holding.
info: Thank you for contacting the Sears Tool Crew! My name is Brendon and it*****;s my pleasure to help you today.
Brendon: Good Evening, Ed. Nice to have you on this chat.
Brendon: How may I help you today?
Ed: Hi. I just received a shipment of tools and they appear to be used. they are greasy and nicked up
Brendon: I'm sorry to know that you have received used products.
Brendon: Let me check the order and help you further.
Brendon: May I have the order number please?
Ed: *****
Brendon: Thank you, Ed.
Brendon: Ed, I see that you have purchased the GearWrench ***** pc. Ratcheting Screwdriver Set which is brand new product.
Ed: you mean supposed to be a brand new product
Ed: the handles are nicked. There is dirty grease in the crevices. There is towel lint stuck to the handles from a poor attempt at a clean up job. some of the bits show signs of wear.
Brendon: I*****;m very sorry about that.
Brendon: Ed, I would recommend you to return the Screwdriver Set to the local store and get refund.
Ed: I would like to exchange this set for a new one.
Brendon: Yes, you can also exchange at our local store. Our store associate will be happy to exchange this Screwdriver Set.
Ed: Our local stores dont have this set. That is why I ordered online.
Brendon: Please accept my apologies for the inconvenience that has caused with this.
Ed: How do I get a copy of this chat? I plan to post it online
Brendon: Ed, let me check with my supervisor regarding this.
Brendon: Thank you for waiting.
Ed: no problem
Brendon: Ed, I have checked and I will go ahead and issue Electronic Return Label. You will receive it within ***** hours to your email. You can just paste the ERL and drop it in the nearest UPS hub.
Brendon: Also, on the new order, I will provide 10% off for you.
Ed: I dont need 10% off. I just want an even exchange
Ed: can you do this?
Brendon: Ed, the only option to exchange is at store. However, as the store doesn*****;t carry this model, you can return it to us and place a new order.
Ed: I see. Will I be able to still use the $18 in SYW credits as they were to expire today???
Brendon: Need not worry about the Reward points.
Brendon: Once the product reaches our warehouse, within *****-***** business days you will receive the refund and points to your account.
Brendon: Shall I issue ERL now?
Ed: I see. the rewards points were the surprise rewards points coupons. $10 off $30 and an additional $8 surprise points that have an experation. Do I have your guarantee? that I will still have the $18 in credits??
Brendon: One moment. Let me double check.
Brendon: Thank you waiting.
Brendon: Ed, I have checked and see that you will receive the points which is used from the coupon code. However, the surprise points will be not be credited back as surprise points are limited time offers.
Brendon: I*****;ve checked with my supervisor and I will issue $8 off on this order.
Ed: those limited time offeres expire tonight(8-20). So what you are saying is that I will lose an additional $10 in savings?
Brendon: Yes, the points may not be credited as the promo offer expires today. Let me check with my supervisor and see what best we can.
Brendon: Ed, I will also provide total refund of $10+$8 = $18 on new order.
Ed: I must say that I will not be satisfied with anything less than my original order.
Ed: Okay. Issue the return shipping label. I will send it back and re order with the additional $18 in credits that you are going to issue me. Please also include a copy of this chat for future reference.
Brendon: Sure. I do not have an option to send this chat. However, on top right corner of this chat box you will find Envelope option to have this chat sent to your email.
Brendon: Did you find that option?
Ed: I have entered my email. I just wanted to be sure that I receive a copy
Brendon: Definitely you will receive this chat session.
Brendon: Ed, I have already requested for ERL and you will receive within 48 hours.
Ed: I see. is that via email?
Brendon: Yes, it is.
Brendon: Was this chat helpful and did I answered all your questions?
Ed: okay. Ill ship it out as soon as I get the label. Is the $18 credit going be issued now or when you receive the return?
Brendon: Ed, the $18 credit will be issued on new order.
Ed: I see. how will I access the $18off when I re order?
Brendon: You can come back online or contact us via phone with the reference number of order #*****. Then we will issue $18 refund on your new order.
Ed: I see. Perfect. Thank you.
Brendon: We look forward to serving you in the future.
Brendon: Have I answered all your questions thoroughly, Ed?
Ed: Yes, Brendon
Brendon: It was a pleasure chatting with you though I regret for the inconvenience this has caused.
Brendon: We welcome your feedback: please click here to complete our Exit Survey. Thank you for choosing us, we appreciate your business!

 

[Davefr]

The GW deal in the 8/17 Hot Deals thread was from Sears Outlet vs Sears Retail. Sears Outlet sells customer returns, overstock and discontinued merchandise.

You got what you paid for IMHO.

If you bought these from Sears Retail you'd have a legitimate gripe IMHO.

 

[J.A.Varela]

You won't have to cuss yourself when you get tanked and way-lay it with a 32 OZ hammer . Think of it as being like pre-faded jeans. They should charge extra !

 

[franzdom]

Ugh I would be disappointed. ***** to spend so much time to resolve it too. I would be tempted to send it back for credit and walk away.

 

[d.mcfarland]

Yes, it's not new, but if you're going to use it anyways it's just going to happen down the road at some point, isn't it?

 

[mrjaw14]

item sounds like it was mislabled if you got it at the sears outlet. outlet is closeouts, returns, etc. Someone working at the store may have used it, then they can't put it back on the shelf. If it was an incredible deal, then I'd keep it so you can warranty it at sears. if it wasn't a good deal, then take it back. I don't blame you for being mad about the hassle, but sounds like it's just a **** sandwich. I wonder if they could have done an "exchange" at a local sears for a new off the shelf item if the outlet description was incorrect?

 

[rednotch]

The GW deal in the 8/17 Hot Deals thread was from Sears Outlet vs Sears Retail. Sears Outlet sells customer returns, overstock and discontinued merchandise.

You got what you paid for IMHO.

If you bought these from Sears Retail you'd have a legitimate gripe IMHO.

the outlet list items as new, incomplete or refurbished.... all the kits are listed as new on the first few pages, he ordered it from sears not the outlet and still got a returned used product.

My local main sears offered selling price credit if they could not replace the item if its not in stock, The no longer offer store to home, he could return them for more then he paid if he wanted to, I think the main store is selling it for 30 something and that's what they would issue a gift card for. I am not sure if the outlets honor main store gift cards online though if they do he'd pocket 5 bucks credit since I think others said it was 25 shipped.

Does the shopyourway points work on searsoutlet? because if they do and they credit you 18, you would get it for the cost of tax and shipping since its 17.49

 

[kiatech]

>My Sears experience. What would you do?

Look forward to lots of frustration and wasted time.

 

[Kevin54]

Throw everything in the wifes dishwasher, clean it up nice and shiny, and write it off as a learning experience in dealing with Sears. Almost all of my first set of tools are Craftsmans. After going around and around about their ratchets, after my second set of returned trash, only to have one slip and I busted my knuckles wide open. I raised enough hell that they gave me all brand new ratchets, plus a 20% off coupon.

I geve the coupon to a friend, and went to Lowes and bought Kobalt ratchets. I hate Sears with a passion.

 

[48RON54]

I think for $13 i wouldn't have bothered to say anything. That is a good deal. That is way more work than it is worth IMHO.

 

[franzdom]

$13 plus a bunch of rewards that could have been used towards something new instead of this.

http://www.sherv.net/cm/emo/funny/1/****-emoticon.gif

 

[BDT/NWMN]

whether a tool or otherwise; I tend not to keep things around that piss me off when I look at them.... May not be that big of a deal to some people.. But if the sight of it pisses you off,?

 

[Ponchoguy]

No different than if you bought them on Ebay and they were "new---other" and maybe out of the package once or twice. A little Fantastic or WD40 on a rag and they will clean up nicely.

I once got a battery charger from Sears and the cheap tapping screws into the frame they gave in the hardware bag stripped. I fixed it the right way, complained to Sears and got a credit on my charge card. All was well.

 

[rsanter]

Order another one from them, pay the higher price.
Send this one back on the new ones order

Bob

 

[franzdom]

Order another one from them, pay the higher price.
Send this one back on the new ones order

Bob

That's what I did, my used one looked just like this one

 

[toolaholic]

I have thaT Gearwrench set. I use it a lot!

 

[xbeatles4x]

For what it is worth, my sears outlet online says they have 12 brand new in stock for $18. I would return it and exchange it for a new one. If that is not possible, then I would bite the bullet and keep it. You initially purchased it for a reason and tools will get dirty and cleaned.

 

[MagnumForce]

I don't get the big deal, seems they did you right. What am I missing?

 

[finn]

People have too much time on their hands.

It's a tool. Use it.

 

[woody 73]

Eddie Lampert here (Big Ed),

Oh vey Ms. Tessmacher we got a boychick (youngman) who is a kvetsh (complainer) don't tell me now he is having problems with my store merchandise, oh what is the world coming to because we never have any complainers do we?

Ms. Tessmacher give him my phone number so we can make him a happy camper, maybe we can stop all the hemorrhaging from are stores...

Keep those letters coming because we care!

Your good friend Big Ed. 1-800-697-3277 (tell them big Ed sent you)

 

[rtole]

Gearwrench will still warranty it if anything breaks........got a great price, I would use it.

 

[Mr. Brooks]

I have to say I was impressed by the way they handled the chat conversation. I've had a ton worse ones with other retailers, especially when coupons/promos expiring. For $13 I'd use it and not worry. They will look the same in a week if you actually use the tools or not if you sit and look at them.

 

[Jswain]

Looks like good customer service to me, what is the problem again? For $13 as long as the bits weren't toast(which they look 100% fine) I would have wiped it off and saved the hassle, which you seemed to stir up a little more then needed. Telling him you were going to post it online and then actually posting it online to me was unnecessary. I could see if they were giving you a hard time...but it seems like you just wanted something to post here bashing sears

 

[woody 73]

Eddie Lampert here (Big Ed),

Oh vey Ms. Tessmacher we got a boychick (youngman) who is a kvetsh (complainer) don't tell me now he is having problems with my store merchandise, oh what is the world coming to because we never have any complainers do we?

Ms. Tessmacher give him my phone number so we can make him a happy camper, maybe we can stop all the hemorrhaging from are stores...

Keep those letters coming because we care!

Your good friend Big Ed. 1-800-697-3277 (tell them big Ed sent you)

Ms. tessmacher when he calls have someone hold his hand and give him a box of Kleenex, be sure and hire someone in India to take his call.

 

[KaHuNaZ]

Thanks for the advise fellas. I did order from sears.com and not the outlet store. This post wasn't intended to "bash" sears, but to help sway me one way or the other as I am still on the fence about returning it. I always shop at sears and this the first time I've ever had and issue. I only posted the chat session because I said that I was going to. Not posting it just wouldn't feel right after I had said I would do so. The chat session lasted just under an hour (about 55min). I was a little irritated with the long delays. After he said he was sorry for the inconvenience, there was a long delay (5mins?) as if it was the end of the conversation. I actually pulled a pizza out of the oven, sliced it up, served it and there was still no response. I then said that I am going to post the chat and he immediately responded and got his supervisor. Though the issue took a longer than I would have expected, after he got his supervisor, everything went smoothly from there.
Yes, I got it for a screaming deal and yes, I can clean them up, but it bothers me that they were used and possibly abused before I got them. Tools are probably the only thing Im meticulous about. I dust,vacuum, brush, or wipe down my power tools when they Im done with them. I scrub, wipe, and maybe even polish my hand tools before I put them away. I hate grabbing or sorting through dirty greasy tools. Maybe its a little ocd, but Ive been that way since I started having to buy my own tools. ah well... Ill probably just go through with return and re order process.

 

[KaHuNaZ]

Eddie Lampert here (Big Ed),

Oh vey Ms. Tessmacher we got a boychick (youngman) who is a kvetsh (complainer) don't tell me now he is having problems with my store merchandise, oh what is the world coming to because we never have any complainers do we?

Ms. Tessmacher give him my phone number so we can make him a happy camper, maybe we can stop all the hemorrhaging from are stores...

Keep those letters coming because we care!

Your good friend Big Ed. 1-800-697-3277 (tell them big Ed sent you)

Ms. tessmacher when he calls have someone hold his hand and give him a box of Kleenex, be sure and hire someone in India to take his call.

I dont really understand what you are trying to say, but I just read this in an email: "Based on your interaction with our agent, Nkumar7, how likely are you to recommend Sears/Kmart to a friend or colleague?".

I may have been connected to India all along.