My husband & I bought a lawn mower from Sears in Prince Albert, Saskatchewan (P.A.) August & they say they are good enough to ship the mower to the local branch in Flin Flon, We paid for the mower in advance anticipating the new mower. Two weeks go buy & no mower so we go to the local store to see where it is they inform us they don't know anything about our mower. Called the store in Prince Albert & asked where the mower was. Oh it was shipped two days after you bought it. Tell them it's not here, & they say it’s not their issue we should talk to our local store. We went back to the local store who denies any involvement with the mower. Phone P.A. Again & ask for a tracking number. They don't have a tracking number & can't get one. We tell them we want our mower & if they can't find the one we've paid for ship another. They claim they cannot ship another as they have already lost one mower. Another week goes buy & we request a refund as we have no mower. We finally get our money back but still have no mower
We visit the local catalogue store to purchase a rear wheel drive mower, order & receive it in a couple weeks. We take the mower home & with a bit of trepidation put the mower together & head for the lawn. Pull the cord, the mower fires up, pull the go lever & off we go. The mower works absolutely fine for the remaining few weeks of the summer. We store it in our heated garage for the winter.
This spring we pull the mower out of the shed & get ready to cut the grass. Put gas in the mower, roll it out to the lawn & start to pull, tried pulling for an hour & the mower would not start. We phone Sears & tell them the issue & are told that oh yes it's on warranty bring it on in. On June 7th we take it to the local store who then informs us that they do not do service on mowers & that if we need it serviced we have to take all the oil & gas out of the mower & they will send it out. Not too happy with this task, we phone Sears service again. Sears service tells us again that we just have to take it to my local branch. When we tell them we did & they don't do service the agent does a tad bit more research, about a half hour, we are told we are correct they will have to ship the mower out to have it serviced. We ask how long will my mower be away. One week we’re told. We remove the oil & gas out of the mower which in itself is not an easy task & take the mower back to the local store who then ships the mower off.
Ten days go by & no mower so I we phone Sears service. Sears service has no record of any service being requested or for that matter any mower being shipped out. We are told we have to talk to the local store who shipped the mower. We go to the store & ask what is happening with the mower, the response is “Well we don`t know, we shipped it out for service & you`ll have to talk to Sears Service” so from June 7th until the end of June we spent an average of an hour every other day on the phone with Sears service or the local store asking where`s the mower is. The first week of July the local store says “the mower has been found & its was shipped back to Flin Flon of June 27th.
July 4th comes & goes, no mower, July 7th comes & goes no mower July 9th comes & goes no mower. Now we go for a walk every day at noon & stop at the local Sears office to check on the mower. Apparently our mower & two others are officially on the MIA list AGAIN. July 9th phone Sears service to see where the mower is & am told. This has now become a high priority item & we`ll be contacted no later than 2 days with a resolution. July 12th, care to guess, no mower. Phone again. It should be mentioned that each time we phone we are spending between 30 & 60 minutes on hold to hold maintain the call priority while waiting for the next available agent. When we finally get through the available agent spends 5 minutes reading the notes in the file & tells us they have only had a couple days to respond to our request so they need a couple more days. REALLY? We ask when we will receive a resolution for my missing lawn mower & are told we`ll be contacted by the 14th with a resolution No Matter What. Confirmation # 77425866.
July 15th and no call from Sears, so on the phone again. 60 minutes on hold before their system times out & they HANG UP, 35 minutes later we talk to Sally. Sally's is quite quick to inform us, get this, That the lawn mower is sitting in the service center awaiting payment for $43 for service & cannot be shipped to until the shop receives the money, We’re on the phone with Sears every other day for over a month, they can't find my mower, tell us its shipped June 27th & actually its sitting in their shop & they want money from us?
Apparently the note has been in the file since June 27th & that any of the other agents should have told us that we had to pay the fee before it can be shipped. EVERY time on the phone with these yahoos the first five minutes is spent waiting while they read the notes in the file before they reply they don't know where my mower is! So after asking Sally what our time is worth considering all of the time spent on the phone trying get his resolved is worth we are told, “sorry we don't allow for that” she also noted that the mower is now off warranty, which was useless to start with, due to the fact that they've had it for a month & a half also means nothing.
We paid the $43 ransom fee and picked up the mower after our vacation on August 2nd, had brought it home, put gas & oil in and guess what!!! It doesn’t start... This is ridiculous. It is already August 10th and still no mower, replacement or refund.
0 comments