Sears
Online sales emails don't work

On 3/29/08 we received an email notice from Sears of a limited online VIP sale. It had online only specials which started Sunday at 6PM. Since we were in the market for a new refrigerator we attempted to purchase one online using this sale. We tried over and over to get the sale to go through on a 22.4 cu. Ft. Trio French Door Bottom Freezer Refrigerator. Our order summary came through showing this was $988.10 with $65.00 for delivery. This was also supposed to be 12 months no interest on our Sears card. When we attempted the checkout, we couldn't get past the delivery address page. So I called their customer service. They weren't able to get the sale to go through either! The young woman put me on hold to speak to her team. When she returned she said no one could figure it out; but, they'd called a supervisor at home who would be in in two days and she would complete the sale for us. I should call back then and ask for the supervisor. When I did so I was told in no uncertain terms that they had absolutely no idea what I was talking about! So I sent a complaint to Sears via email. The big information they returned was that Sears doesn't deliver to the address provided! No one could tell me this Sunday night??!! So, just get in touch with one of our stores - which of course wouldn't honor the sales deal since it was past the date! So, I contacted them via email AGAIN specifically asking why neither the computer program NOR their customer service people could tell me that was the problem! All I got back was Thanks for the feedback and it will help them improve their service. I can't get anyone to honor the terms of the sales event and get this refrigerator! It's like they don't care that I wanted to buy a $1,000 refrigerator from their business. I believe they should have contacted me ASAP with information in writing to allow me to complete the same purchase and pick up the refrigerator at the store. But I can't get anyone to even answer that part of my complaint. I hope this reaches the right ears. I was going to contact the company president then found out they can't get anyone to take the job! I wonder why!

Company: Sears
Country: USA
Site: sears.com

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