Sears
Craftsman Tool Bundle Order Not Honored After Conflicting Store Answers

On 12/29/07 – my husband and I were in Sears in Boise, Idaho. A nice sales associate named Seth helped us out. Seth mentioned to my husband that there was this great tool combo on sale that weekend only. I gave Seth gift cards to purchase this Craftsman 673 pc tool set and tool storage combo bundle. We took the receipt from the store and called questioning the status of this order a few days later. First I was told due to the holiday rush – it would take a couple of extra days.

Then I was told that everything was fine – the entire bundle would be shipped. Next I was told that Seth must have pushed a wrong button because the tools were not on the order – this was offensive because there was 1 Add To Cart button. The next phone call I was told my order was hung up in the credit department, then I finally received my order confirmation. I called the store’s General Manager who assured me he would look into it.

Two days later I get a call from Ricky – a manager at Sears stating that he had spoke with his buyer and tools were no longer available and I should call Sears Consumer relations. I called the GM at the store who told me I should review the TERMS OF USE link on the website which was interesting because his associate sold us the merchandise and call Consumer relations.

I called consumer relations and spoke with a very rude supervisor named Gail – who offered to sell me one of the tool sets for $699.00 (apparently they were in stock). This lady actually said to me “you don’t expect us to honor this bundle price – do you? ” My answer was yes because it was advertised that way. The associate at the store told us about it. She said that it was an error and “What part of what she said did I not understand”. I asked for a substitute product - and was told no.

I do have a documentation of this ad if needed, I can fax it. I have never seen quite a scam like this or have I been spoke to in the manner Gail spoke to me. From the store, to the website, then to consumer relations – I was sold a product, given every answer in the book as to why I didn’t receive the product and spoke to completely unacceptable manner... Oh yes and told to read the fine print. No email of error in advertising – just basically too bad.

Company: Sears
Country: USA
State: Idaho
City: Boise
Site: sears.com

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