I have been saving up my ShopYourWayRewards points for quite some time now. I saved $322 points, and was informed that I would lose $68 of those points if I didn't use them by 9/29/18. I had my eye on the exact television I wanted, and it was available. I decided to make the purchase sooner than I had originally planned, rather than lose the $68 in points.
The website did not cooperate with my purchase, so I called the ShopYourWayRewards number and was assisted by a very nice woman. She helped me make the purchase, using the points and my Sears credit card. The purchase was made on 9/29/18, and I was told it would be delivered on 10/9/18.
I received an email giving me the delivery date, but never received a confirmation that it was actually shipped (no tracking number). On 10/9/18, the item never arrived. I called the next day and was told they would have to research and it would take 48 hours before they could get back to me.
The next day (10/11/18), I got an email saying they needed 48 more hours to get back to me. I was never called by Sears in any way, shape, or form. Every time I got more information, I was the one making the call.
On 10/13/18, I called again, and was told that the television I wanted was lost in the shipping department, they would not be sending it to me, and they required me to cancel the order. I had no say in the matter, they were cancelling the order and I was told that if I wanted to re-purchase the television, I would need to wait until the refund came through onto my credit card. Also, they would refund me all the points, and they "would not expire" and "promised" me that I would be able to buy the same television, and it would not be lost again.
I finally got the refund on 10/26/18, but $68 of my points will expire at the end of the month. These are the points that were "guaranteed not to expire". For anyone reading this who isn't keeping up, they gave me one week to make a new purchase before losing the points that were "guaranteed" not to expire.
So, knowing I need to use these points soon, I go onto the website and find that the television that I want is no longer available. In fact, if I want to purchase a television of the same size, the closest thing I could purchase is about $300 more than the one that I originally wanted (and not the same brand!).
Now, the original item is out of stock, however it never stated that there was limited stock.
I had a chat online with another Sears employee who told me that the inventory is updated every day, so I should keep checking, and it should be available at some point. At that time, I requested the points to be refunded as money onto my credit card, and was told that they could not do this.
So, I know this is long, but if you've stuck with me this far, here's a quick recap. Sears advertised a television for a great price, and did not list itas having limited quantities. They took my money for the item, then refused to ship it to me. They told me that I could purchase it again, if I wanted, but I need to do it before the end of the month, and now the item is not available to purchase at all. Bait meet switch.
Anyone else have a similar story? I have gotten ZERO assistance with this from Sears. Just "don't worry, we guarantee, we promise..." blah blah blah.
Now, the seller is no longer listed on the item as "Sears", but it was previously. So, even if this item becomes available, I won't be able to use the $322 points that I earned. You can see this on the pictures I'm uploading. The original item I purchased was the LG. The Samsung is the next best item I can purchase, as you can see the Phillips is not available in my zip code.
Product or Service Mentioned: Sears Customer Care.
Reason of review: Order processing issue.
Monetary Loss: $322.
Preferred solution: Deliver product or service ordered.