I had several items that I was shopping for that were a total value of around $2000 and noticed through United Airlines Mileage Plus Shopping that Sears was offering 5 miles for each dollar spent along with free shipping on orders over $99. So I proceeded to try and purchase an item. I kept getting signed out of the account while I was trying to locate the first item. Finally after locating the first item I wanted to purchase, I decided to purchase that item before it signed me off however it would not allow me to enter the code for free shipping so I asked for help via the chat feature.
The conversation that follows speaks for itself and what a terrible experience I had but not only was half my afternoon wasted in exasperation but I lost the 15% discount for Friends and Family which expired yesterday as well as the 10,000 miles I would have received from my purchases which also expired yesterday. I was lured there first of all for the miles, but the free shipping as well. The lost miles were the biggest disappointed as I needed them to go visit my niece and God child in the Philippines and her new baby brother.
Here is a copy of my conversation with "Mark" at Sears online customer service chat along with the offers advertised on the Mileage Plus Shopping website:
"Please wait for a Sears agent to respond. This chat may be monitored or recorded for quality assurance purposes. Your average wait is 2 seconds. Thank you for holding.
You are now chatting with 'Mark'. How may I help you?
Mark: Hi, my name is Mark and it's my pleasure to assist you today as your Personal shopper. May I have your name please?
You: Hi Mark. I am RitaMark: Good Evening Rita! Thank you for contacting Sears.com. You: There is supposed to be free shipping on orders over $99 but it is not reflecting that and I don't see where I enter additional offer codes or my reward #
Mark: I will be glad to help you in placing an order today. Mark: Are you interested in purchasing "KitchenAid KitchenAid Continuous Feed Garbage Disposal - KCDB250 ", priced at $88.89?
You: No, I have the Waste King 9940 Legend Series 3/4 hp for $131.74 in my cart
Mark: Okay, I got it. Mark: Is that the only item, Rita?
You: I may purchase something else but I would like to figure out where the codes go
Mark: I have checked and see that Free shipping is not available for this item.
Mark: Free shipping depends on the type of item.
Mark: If you can give me all the items I can check if the items are available for free shipping or not.
You: There is a coupon code for it REALJOY and another code for an additional $5 off orders over $50... Code SEARS2011you: REALJOY is for shipping... I found these offers for Sears on my Mileage Plus shopping for Sears
Mark: You have to enter these codes in the space provided, will find the space to enter this code just after you enter the item to the cart and before entering the email address.
You: FREE Shipping for the Holiday Season on ALL Sears.com orders over $99! REALJOY 12/19
You: So I should just start over?
Mark: Yes, I know the codes and I have tried that however that is not applying for this item.
Mark: These codes are not applicable for all kinds of items.
You: Well then that is false adversting because it says ALL sears.com ordersyou: Same thing with the $5 off code
Mark: I have checked and see that you will get $5 discount for this item
Mark: If you like, I would be happy to place an order for you.
You: And I am spending more to get the 5 miles per dollar spent... Will I not get that either?
You: If you do not honor this free shipping then I will have to notify Mileage Plus, complaint, the BBB and the Federal Trade Commission as it is clearly false advertsing
Mark: You will get the miles.
You: Why will I not get the free shipping? The offer states ALL sears.com orders over $99... Not ALL sears.com order over $99 except for garbage disposals.
Mark: I am sorry, you will not get the 5 miles per dollar spent.
You: Do you have an employee ID number or a number to identify this conversation
Mark: This item is eligible for Free shipping to store option.
Mark: Okay, I have checked with my supervisor and I glad to inform you that we will honor the free shipping for you
Mark: Since you are our valid customer I happy to give you Free shipping.
Mark: I understand this item is important to you, so let me go-ahead and place an order for you.
You: This is getting insane... I am only I buying this item due to the Mileage Plus offer of the miles and shipping because I can buy it somewhere else cheaper
You: But first you refused to honor either advertised offer... Now you will honor one but not the other
Mark: To get the Mileage plus offer of the miles you have to place the order through the Mileage website.
You: I did place the order through the mileage plus website... I signed on there then it sent me to you
Mark: Please place the through the website to get the the Mileage website and provide us the order number and we will issue a refund for the shipping charges.
Mark: *place the order
You: okay
Mark: Please place the order through the website to get the the Mileage plus offer by logging in to the website and provide us the order number and we will issue a refund for the shipping charges.
Mark: Great! I am waiting for you.
Mark: Did you place the order, Rita?
Mark: Are you able to place the order, Rita?
You: I am trying to but there is no place for the special codes... This has been the most unpleasant shopping experience online I have ever had... I will never shop at Sears after having my time wasted like this with their outrageous false claims
Mark: What special codes are you trying to enter, Rita?
Mark: Are you with me Rita?
You: I've already told you above
Mark: What special codes are you trying to enter, Rita?
You: REALJOY and Sears2011
Mark: I am sorry, as I said earlier REALJOY code does not work for this item
Mark: Also, you can only use one coupon for an order
Mark: I am sorry, did I lose you on this chat session?
You: That is not what you are advertised
You: on the Mileage plus shopping site
Mark: I am sorry, I have done my best in offering the free shipping refund and you will also get the $5 discount.
Mark: with the Sears2011 coupon code.
You: I simply don't trust that I will get the refund
You: I should not have to pay extra and request a refund prior to making the purchase
Mark: I will make the process the refund right after placing the order and you will also get an email stating the same as proof.
You: How do I get the $5 coupon code when there is no where to enter it... I did what you said and started over and still there is no place
Mark: Okay, please place the order and I will issue the $5 discount also for this SEARS2011.
Mark: Can you do that, Rita?
Mark: I am sorry, did I lose you on this chat session?
Mark: I have not received a response yet. Would you like to continue chatting with me, Rita?
You: I am still here... Was trying to see if there is anything else I want before closing my order
Mark: Okay, please place the order for the item "Garbage Disposer" and provide me the order number to make the sales adjustment.
You: No... Because I will go through the same thing for the next item
You: I would like to place it all at once and have the offer advertised applied to all items
Mark: I am sorry, I have told you earlier the discount I have mentioned will be applicable only for the item "Garbage Disposer"
You: There is a failure to communicate here as, this is not an offer doled out as you see fit but a matter of a very serious matter of being in violation of Federal Trade Commission Laws
You: this is outrageous
Mark: We cannot give discount for shipping for every item you purchase.
You: Surely, you have this conversation numbered so that when I file my complaint with the FTC they will have that information
Mark: I have already told you Free shipping is not applicable for all the items.
Mark: Yes, go ahead please copy and paste this conversation for your future reference
You: your advertised offer applies to all orders over $99
You: PERIOD
You: you Morons!
Mark: Is there anything else I can assist you with today?
Mark: May I help you in any other way today? Mark: Is there anything else I can assist you with today?
"End of conversation with "Mark"... Here is the coupon code on the Mileage Plus Shopping website, as well as the terms and conditions.
Sears
Brand name appliances, apparel, and everything you need with a name you can trust.
OnlineOffer Details:
5 miles/$Shop NowHow to EarnClick the "Shop now" button to start shopping and earning more miles. Remember to use your MileagePlus credit card. Cardholders are eligible for increased miles offers from participating stores in addition to earning one mile for every dollar you spend using your card.
Continue to Sears.com
You clicked the offer: FREE Shipping for the Holiday Season on ALL Sears.com orders over $99! To get this special offer from Sears.com, you must enter the offer code below during checkout. Your Offer Code: REALJOY Please make note: Restrictions apply. Mailable items only. See site for details. FREE Shipping for the Holiday Season on ALL Sears.com orders over $99! REALJOY 12/19Close XDon't forget your offer code!
You clicked the offer: EXTRA $5 off Sears.com orders of $50! To get this special offer from Sears.com, you must enter the offer code below during checkout. Your Offer Code: SEARS2011 Please make note: Exclusions apply. See site for details. Continue to Sears.com EXTRA $5 off Sears.com orders of $50! SEARS2011 12/31
Please note these terms & conditions: Not eligible on Home Delivery Charges, Auto Services, PA & Installation, Master Protection Agreements, Take With, Protection Plans, Sears auctions, Landsend.com, PartsDirect, Craftsman, Kenmore or Outlet purchases. Sears Marketplace products with "Go to Site" button are not eligible. Only products with "Add to Cart" button are eligible. Great Indoors & Kmart products are eligible. Kmart.com products are eligible as a Kmart.com purchase.
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