I purchased a treadmill from Sears in Henderson, NV for approx $1,000 and purchased a 3 year in home warranty on this treadmill.in Aug. an interactive CD which controls the programs in the treadmill stopped working.
The replacement part has been on back order ever since and was promised to be delivered on 01/15/07, about 6 months later. This time delay was unacceptable so I wrote Sears a letter. I received a letter from the Executive Team at Sears Holding Corporation telling me to call on number to resolve this issue. On 12-9-06, I called a Sears employee named Sedat, who told me that this wait was unacceptable and that Sears was going to give me a $699.99 credit so that I could chose a replacement treadmill. He said I could pick one on line or go into any Sears to see which treadmill I liked and pick one out. He did tell me that if I picked a treadmill for over $699.99 that I would have to pay the difference, which I agreed to. He said once I picked a treadmill, they would deliver it and pick up my broken treadmill. He gave me a case number# 1521244 and an authorization number of 836896035103.
On 12-16-06, I went to the only Sears Store in Reno, NV (I live in Sparks, NV, which is directly next to Reno, NV). I found a Nordic Track A2250 treadmill that I liked, Sears's item#00624677000, which was displayed on the store floor and was priced at $799.99. From the store I called Sears 800 number, gave them my authorization number and was told I just needed to pay the $100 difference in price and that they would deliver this treadmill I picked out. I gave the lady from Sears on the telephone number my credit card number to pay the difference and she said that I would receive a telephone call in the near future on the delivery date.
On 12-18-06, I received message on my telephone answering machine from Sears saying they received my order for a Nordic Track treadmill and that I would have to pay the $100 difference and my current extended warranty would not transfer over to this Nordic Track treadmill and that I should consider this and if I changed my mind to call Sears back. I did not call them back, because I did not change my mind and did not want a Proform brand treadmill, the one I originally purchased from Sears because of the problems I had with a Proform treadmill.
On 12-20-06, I still had not received a call from Sears for the delivery date of my Nordic Track treadmill, so I called the Sears 800 number to get an update. The lady I spoke with asked me if I was sure I wanted the Nordic Track treadmill, because my current extended warranty would not transfer over. I told her I did want the Nordic Track and already gave my credit card number to pay the $100 difference.
On 12-21-06 my wife received a call from Sears saying the Nordic Track I ordered was not in stock. On their website it shows in stock. I called a Sears employee named Robin (employee#661413) and she told me the treadmill was not in stock and I would have to pick a different treadmill. Robin said that I had 30 days from today to pick another treadmill.
After getting off of the phone with Robin, I immediately called Sears in Reno, NV and discovered that they had 2 of these same Nordic Tracks currently in stock.
I immediately called back Sears and now spoke with Sandra (employee#12755), who told me that I could not have this treadmill even if it was in stock. After being placed on hold for a while, she came back on line to tell me I could not have this treadmill because I did not purchase my original treadmill at this Reno, NV store. She went on to tell me that I would have to purchase my replacement treadmill at the Sears store I originally purchased the Proform treadmill, which is a 7 hour drive from Reno, NV.
I told her is not what I originally was told and that it was ridiculous to tell a customer they would have to drive 7 hours to a different Sears, when you can purchase the same items on line. I said I could call the Sears store 7 hours away, ask for this Nordic Track & they would tell me it is available in the Reno, NV store, where I live. She said that is not how it worked.
It would be clearly obvious that Sears wants me to get a Proform treadmill at all costs, including lying. I was told I had a $699.99 credit to obtain a replacement treadmill at my choice, if I choose one above $699.99 I would need to pay the difference which I have tried to do. There is a Nordic Track treadmill for $799, which I have already given my credit card number to pay the $100 difference for. I was told it would be delivered, then I was told that this item was no longer in stock and then told this is not how the system worked. The Reno, NV Sears store has 2 of these same treadmills in stock.
So what is the problem and lies with Sears? Just deliver it as promised and everything would have been fixed. I would have never have guessed that a company like Sears would try to rip off one of their customers like this and this is something Sears should be ASHAMED for.
Edward
Sparks, Nevada
U.S.A.
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