Advice on how to handle Sears service?
Guys, I am going to make this as short as possible as I know I can get lost in peoples stories. Looking for any advice on how to handle.
Stepfather goes into local Sears store. Wants a sliding miter saw. Asks the clerk about the Crafsman 10″ slider for $429. Clerk replies that the display model is the last one in stock. SF does not want the display and refuses it but asks if there is any way he could get a new one. Clerk replies, “Yes, we can have a new one sent to your home. There will be a $60 delivery fee however.” SF agrees and provides him with the necessary info. 11/27-package arrives in a plain box. Mom has the driver put the box into the garage. SF arrives that evening, opens the box…only to find the DISPLAY model stuffed in there! And yes, all indications are that it was the display+I drove out to Sears same day only to find the display model GONE! Called Sears immediately explaining the mess only to receive a reply that there aren’t any new ones as that model has been discontinued.
I am formulating a letter to Sears HQ today for him.
Am I in the twilight zone? Sometimes I feel as if I am when dealing with retail stores and those who run them. Had I received a phone call such as this from a customer who had been treated this way, I would have 1. apologized profusely. 2. offerred them to come into the store immediately where I would offer them ANY sliding miter saw including the 12″ model for the 429 price. 3. immediately take away any 60 dollar delivery charge.
It all seems so basic to me. What is wrong with these people?
Edited 11/30/2006 9:21 am ET by Woodk
Replies
It is not the saw your SF wanted or ordered, so I assume Sears would have no problem taking it back with a full refund, including the delivery charge.
You seem to think they were trying to screw your SF, and I am thinking they were just trying to accommodate him -- by sending the only saw of that type they had (the display model).
I don't think this is an issue where you should get your shorts in a twist.
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"It is what we learn after we think we know it all, that counts."
John Wooden 1910-
I would
A)Let my stepfather handle it himself.He is the one who needs to be satisfied.
B)Your stepfather should ask for a refund including shipping.He may want to get the salesman involved to verify that he did not want the floor model.He was the victim of a mistake,not a lottery winner.He does not deserve His choice of any saw on the floor. He does deserve to have his money back and an apology.
C)Your stepfather will get the best results with friendly fair requests.Speaking with people at the store level,looking for a solution to an unfortunate event.
Good luck, Keep your cool,I bet they give him a discount on a better saw.
I would go to sears and promptly request a full refund. If they do not refund the shipping, call your credit card company and dispute the charges. Credit card companies can be surprisingly fair with things like this. Stores are forced to take credit cards, but consumers have a choice which ones to carry. The credit card companies seem to be more willing to take your side.
If that doesn't work, go down and find the little 18 year old jerk that screwed you, jump over the counter and whip his punk ####! That always makes me feel better!
Lee
He might want to "BYOA" ,(bring your own ambulance).You never can tell the guy behind the counter might just be able to take him.
I used to work in customer service for a department store that sold furniture and I handled complaints just like the one your SF has with the saw.
First off, you gotta be polite and friendly when you're dealing with the customer service people. They deal with irate customers all the time. Someone who takes a nice and easy tone will be such a sigh of relief that they're much more likely to get prompt, attentive service. That's not to say that irate customers don't eventually get good service, but....they get shuffled to the bottom of the pile.
Second, the store has customer service policies in place for situations like this. Give them a chance to satisfy your SF.
And in your SF's case, it really does seem like someone tried to do the right thing but sometimes things don't work out right. Would he accept a discount on the saw? He might get 10, 20, or even 30% off. If it's discontinuted the store probably doesn't want it back in inventory with the added expenses of sending out a truck, a crew, the restocking at the warehouse, etc.
Sears has gone through a transition after being bought out by Kmart,it would seem to me that if it's the "floor model" it since I live in a town that does'nt have paved roads.has some defects and sears has a 100% satifaction guarantee policy printed on the receipt. The shipping charge is an other issue he wanted that, and may need to be handled at another level above customer service.I always have them ship to the closest store so I can see it before I take it.
I've been burned by sears and there warranty plans in the past.
When I buy a tool I research for "quality" verses "price and service"
next time ask if this model has been been discontinued, that could be a big clue to me that it should have been discounted and sears can check for stock quanities also on their computer system. just like NAPA can
maybe I wasn't clear enough in my original post...
The reason he ordered the sliding miter saw was because he did not want the floor model. He wanted a new saw.
thanks for the replies.
I really don't like dealing with Sears any more just beacuse of this type of service. It seems that the people they put in the departments haven't the slightest idea of what some of the tools are for. It is not the Sears of old where you could get good service and the sales staff knew what they were talking about.
Woodk,There are a lot of big problems in the world. Yours is not one of them. Sears has always has a "golden guarantee". If you don't like it, they'll take it back, with no questions asked. Just take it back. Nicely tell them the story. They will certainly refund the selling price, and I'll bet that they will refund the shipping.Now suppose the worst -- they will not refund the shipping cost. Well, continue to be nice (always be nice) and go see the manager of the department. If you don't get satisfaction there, go see the store manager. If you don't get satisfaction there, ask the store manager (in a very nice voice) for the name, address and phone number of the Sears regional manager. Ask for the spelling of the name of every person you talk to, and write down the date and time you talked to them, and what their response was. I sincerely doubt that you will ever get beyond the store manager. They are smart enough to take care of business. BUT suppose the worst, even the store manager doesn't refund the shipping cost. Well continue on through the Regional Manager, and go up to the national headquarters, and ask to speak to the customer service manager. You can also ask to speak to the President and CEO. You will get his secretary who will put you onto one of his "reps". After that, you need to see your Senators and then the President of the US. :-)This can take a lot of time. It is up to you to judge whether the time and trouble is worth it. However, I cant imagine that the store manager wont solve your problem, and that won't take long.Give it a try and let us know what happens. Remember "Life is hard, and then you die." Don't die sooner than necessary by getting upset about someone doing something dumb. It happens every second. "Life doesn't come with a fairness guarantee." Enjoy.
MelMeasure your output in smiles per board foot.
Woodk,
It was very clear. That's why there are telephones. Sears is a very big operation. If that was the last unsold saw in all of Sears stores and wearhouses, it would have been the proper thing to do for the salesperson to give your SF a call and tell him.
Your SF then could have made a decision about the floor model.
ASK
I'm assuming that your SF left Sears with some paperwork indicating he had ordered (and paid for) a new saw.
Call Sears (the store) and talk to a customer service manager. Explain the problem and tell him you want a full refund - on the saw, tax and shipping. If he offers less, tell him you want to talk to his boss about the problem and say regretfully that you know that this was just a mix-up, but they need to fix it. Otherwise, it will look like a bait and switch maneuver and you (and they) wouldn't want to sort it out through your state attorney's general office.
Glaucon
If you don't think too good, then don't think too much...
Sorry you are having this problem. I hope that it is resolved to you and your step-father's satisfaction.
I solved my own problems with Sears 25 years ago by simply writing them off. IMHO, nothing that they sell is so unique, or so exceptional, as to warrant dealing with them in order to own it.
This method of dealing with Sears is guaranteed to reduce your blood pressure, your use of illegal drugs, and repeated arrests for domestic violence....
Good luck!
WoodK: I had a similar experience with a local TV store. I bought a very expensive RPTV; an early DLP model and I didn't want the floor model. So here comes the truck and five or six guys. They bring this 300 pound giant box in and I'm already suspicious because there is dust on it. So I plug it in and go right to the menu and check the hours on the bulb (you get 4000 hours per bulb and the set keeps track of hours used) and there are 472 hours!! I get right on the phone to the owner and he and all his workers swear up and down that they took this set out of the box just this morning. I made them get me an other one which had zero hours on the counter.
Good luck with Sears, KDM
"... Buy the best and only cry once.........
Woodk
I have a Sears very near so I go there often for some things. My experience is that their computer inventory system is very inaccurate, so much so that the salespersons always physically check the warehouse (upstairs) in person before committing to a sale on a big item. Their system also doesn't always indicate where an item is. So my guess is that the salesman placed the order, went home for the day, and the warehouse people, not finding the one or ten saws the computer showed were there, went and got the saw on the floor to fill the order. Poor service, sure. Not purposefully trying to screw the cusotmer.
The folks working the tool dept ay my Sears are mostly older retired guys, more interested in chewing the fat than helping the one in a hundred customers who needs something more than ringing up a screwdriver. They're also not paid enough to go out of their way, although I've had some of the best service there too. So I don't expect that much from them other than convenience and an occasional good sale.
Your SF is entitled to complete refund, and I wouldn't accept anything less than that before I rested. IMO, he's also entitled to an apology...that was really low, assuming it was more than an honest error.
Fortunately, my experiences with Sears have been primarily favorable and my comments tend to reflect that. This situation, again assuming some intent, is likely the decision of one person, but it reflects poorly on the whole organization. If I'd been the recipient of that saw, my future comments and purchases would likely change for a long time.
Edited 12/1/2006 11:48 am ET by Knotscott
thanks guys. I appreciate the comments. I was trying to help my SF as he struggles at times with confrontation. I don't mean this as an insult to anyone challenged with this, but he is dyslexic and some things come as a challenge to him. I try to step in and help wherever I possibly can. I realize that Sears can and maybe even would this right if I would find the "right" person to speack with...BUT why does it always lie in the responsibility of the CUSTOMER to initiate the corrected action? An initial phone call WAS made to Sears and the only response was, "the saw was discontinued so we couldn't get you a new one." Now I will be honest, I have since found out that the whatever clerk or MGR he dealt w/ did refund the $60 delivery charge. Whoopee. Thanks for refunding the cost of the delivery of something that he could have taken home w/ him. Oh well, its over now. He has the saw setup and I don't think he wants to mess w/ it anymore. I'm sure he'll survive w/ the display model and the sun will rise tommorrow. take care.
Take it back, get a full refund. Get the delivery money back or get the credit card to do it.
Then head over to Amazon.com and upgrade with a Hitachi dual bevel sliding miter for $310..............
I've gotten to the point in my life where I no longer buy Craftsman power tools. First off, they are 2nd rate, in my very humble opinion. Secondly, unlike their hand tools, should something go wrong, their customer support is poor.
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