On June 7 I shopped at this location and spoke with sales associate named Steve. Steve was polite and answered our questions about items all was fine. We narrowed our purchase of a big screen TV down to two. Steve informed us that one of the tv's we were looking at was on clearance and was discontinued item and we could have the floor model for 10% off. Upon looking at the tv it was noticed to not be in good enough shape for me to purchase and the store had no more of that item.
We decided to go with the other one, a Sony 53" projection. Our intention was to put the item on our Sears card (0% intrest for one year) and have it delivered to our home. Upon looking, Steve informed us that the computer showed the store to have one of that item in stock but it was unable to be located at the store. I asked how long it would be before one was sent to our home and Steve replied 5-7 days, allowing them time to get in some more. I asked if we could take that floor model instead because our current tv is out and we do not have one.
Steve stated that floor model sales are reserved for items that are discontinued. I advised Steve that if we did not purchase a TV from his location we would go across the street to Circuit City becasue our intentions are to purchase a tv now. Steve advised that he would speak with the manager and find out what he could do. Upon his return he stated that the manager gave him permission to sell the floor model and to give us the 10% off as well since the item was unable to be located in their store. We agreed and purchased the tv and would return the following morning to pick it up since we were in the wrong vehicle.
I returned the next morning and picked up the set. Shockingly it was not packaged in any way what so ever, just rolled all thru the store and the loading dock on it's own little wheels! I over looked that and was prepared for such and packaged the set myself and secured it. When I got it home is when the big trouble started. The set has a letter-box burn in on the screen where it was played all the time in the store. All of the channels we flipped thru in the store were in letter-box HD so we never saw the burn in. I called the business and was advised that the only individual that could assist me was Steve, since it was his sale. Guess what! He wasn't there that day. I was assured by another associate that he would be in at 11am the next day.
I called at 1130am the next day and was informed that Steve was again not in that day and would be back the next day. I explained that I just needed someone to order the tv and call when it was in so it could be exchanged. I was told that I would have to speak with Steve. I inquired as to why no one could take care of this and the associate preceded to lecture me on how commission sales worked and that is how Steve makes his living and why he would have to take care of it. I explained that this has nothing to do with his sale at all just the exchange of the equipment. At this point the associate advised me that Steve does not even work in electronics he is an appliance department associate and he would transfer me to electronics to speak with someone over there. Stunned I asked why the appliance associate was selling equipment that he probably isn't even qualified to represent and was advised that Steve just sometimes floats over there when he wants.
I was transfered to electronics and spoke with Darius. I explained to Darius that I was not in the best of moods and this point and that I understood that he was just my only point of contact that this point. Darius, in good nature, responded that he understood my frustration and would try to help best he could. After explaining my situation he advised that he would speak with the manager and call me back in 15min. Fifteen minutes to the second Darius called and advised that the manager stated that she would take care of ordering the tv and Steve would call us when it came in. I agreed and thanked Darius for his assistance.
The next day Steve called and advised that he was unaware of any problem with the tv and that he was informed that the manager had already ordered the new one and we would be getting phone call when it came in, should be from 2-5 days. Over 7 days goes by and I call to inquire as to the status of the tv. I was advised that it is just not in yet but that a truck comes that day and it might contain the order. No phone call. I let another week go by and called again to inquire where the tv was and was placed on hold for over 15min. I hung up called back and was transfered to a recording. I hung up called back and listen to the phone ring for 36 minutes with no answer. I called the appliance department and advised them and was advised to call back to electronics and ask for the manager named Allan.
I called back and amazingly Allan answered the phone within one ring. I advised Allan that at this point and not in the best of moods to be toyed with, just get me some answers. Allan advised that he would try and assist me any way he could. I explained to Allan the WHOLE situation to which he responds that he is not the actual manager she is on vacation but he would try to help. Upon looking up the tv I had purchased, Allan informs me that I purchased a discontinued model and it is no longer available! I expressed my displeasure calmly as I possibly could and advised Allan that I would be brining the tv back in a few hours and I fully expect my credit back on my card and that it would then be cut up and sent back and I would never enter their business again!
Which is a shame due to the fact that my family has shopped at Sears for 4 generations. I am disgusted with their business practice and I am on my way to take the tv back as soon as I log off here! Thanks for listening to me vent!!!
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