I purchased an elliptical trainer from the locally owned Sears store in Scappoose. The store is owned by Todd Mizee. My original plan was to order the equipment online. I stopped by the local Sears store to see if they had a model in stock. At that time I was told by Todd's employee that I should order the equipment from the local store to provide support to the local economy. Sounded fine, so on 2/6 I made my purchase. At that time the associate, I think her name was Ariel, reviewed my delivery/set up options. I was told delivery was $75, assembly $50. I wondered aloud if the equipment would fit in my truck, un-assembled. Ariel took me to the back room and showed me a similar model, un-assembled, in the boxes. I decided to pick up the unit myself to save the $75. Ariel suggested I purchase the assembly, and I could call once I got the elliptical home, to set the appointment. Store delivery was set for 2/17.
Today, after not hearing anything, I called the store at 4:15pm. Todd assured me my unit was almost fully assembled. Wait, I am picking up an un-assembled unit! I explained the situation to Todd who assures me I must have misunderstood, in home assembly is not an option. If in home assembly is not an option why would I need an appointment? Todd decides he will look into the situation and call me back. Since this was a purchase for my wife, I called her to explain the situation. She called Todd who said he was working on it. She mentioned we have stairs, and was concerned the assembled unit would not fit up the stairs. Todd said he would call back. Todd did call back just before 5pm. His solution was to deliver a fully assembled unit, on Sunday, for a $30 discount on delivery and $30 discount on assembly. This option would be $80 and I would have to wait two additional days. Wait, $75 delivery less $30 is only $45; $50 assembly less $30 is $20. Out of pocket total should be $65. Nope says Todd, delivery is $40 - to deliver in the house is an additional $30 - and stairs $30 more. Really, pay more to deliver inside? I relayed the information to my wife. She decided to call Todd herself. Not only was Todd not interested in honoring the original agreement, he repeatedly mentioned how this must be our fault for misunderstanding what was offered. He said if we had ordered online we would have had to pay for delivery and I was being ungrateful at the "deal" he was making me. After all, he said, they were willing to deliver on a Sunday. GRATEFUL? To wait two more days, pay $30 more dollars and being treated like I don't know what I'm talking about. At that point we chose to return the unit in full.
I will personally not shop at this or any Sears in the future. Todd has succeeded in sullying the Sears brand for my family. We tried to support the community but once again the community does not support it's consumers. Todd needs a lesson in remedial customer service. The correct response would have been to apologize for the confusion. To make up for the two day delay in my purchase they would be happy to delivery for free. I already paid for assembly so Todd lost the sale for $30. Not too mention he is now the proud owner of a $1300 elliptical machine. It is sad that this store is the local representation of your brand.
Mark
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