Not resolved

On September 7, 2010, we purchased a range from Sears at Countryside Mall, marked down $50 to a price of $349.93. Our salesperson asked if we wanted delivery and haul off, and we told her that it wasn't necessary because we had driven a pickup truck specifically for the purpose of handling that ourselves. When she explained that we would be issued a gift card rebate for the full amount of delivery and haul off ($69.99 plus $10.00), in effect making it free, we agreed - as she said, "Why not?" She provided us with information on the website to visit and the information we'd need to enter from our receipt, and we did so that very evening.

About six weeks later, we inquired about the status of the rebate, which was still listed as "pending." We were told that our purchase didn't qualify because the amount we spent was $50 too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges.

We spoke to our salesperson, who says that she can't remember the exact conversation but is sure she would not have told us that we would receive a rebate gift card on this purchase because she's worked at Sears too long to make such a mistake. Using the same hypothetical reasoning, we are both sure that we would not have accepted a $50 discount on an item which caused us to incur a $80 delivery/haul off charge for a net loss of $30.00, but it's unnecessary to argue hypotheticals because we both clearly remember the conversation that our salesperson doesn't remember: Again, we drove to Sears in a pickup truck with a hand cart for the express purpose of transporting the range ourselves and no intention of paying anyone for delivery, then accepted this option only because we were told that the full cost would be rebated to us.

We are being charged $80 for a service we did not need and would never have agreed to without the promise of a full rebate. We have phoned Sears over a dozen times throughout the past few weeks. Each call, including the call directly to our salesperson, resulted in our number being taken and assurance that a manager (who was each time off for the day, in a meeting, on a conference call, etc) would call us back to resolve the matter. No manager, or anyone else from Sears, has bothered to return a single one of these calls.

Michael J Coomes

Elizabeth A Broom

Review about: Sears Delivery Service.

Monetary Loss: $79.


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Alegrete, Rio Grande Do Sul, Brazil #210214

UPDATE: I spent my whole afternoon yesterday sending this letter to all the consumer complaint agencies I could find (eleven in all, including this forum) and this morning, a manager from Sears finally called me back.He says that I will receive the gift card rebate within 10 days.

I asked him what prompted him to call and he didn't give me a clear answer, so I can't tell you which of the complaints kicked things into gear.I guess the lesson is, buy from Sears with confidence - if you have a whole lot of time on your hands to wage a battle.


Dear Backstage,

I came across your post here and I wanted to extend some assistance to you. I'm so terribly sorry to learn of the trouble you encountered when claiming your delivery rebate. No doubt it's extremely frustrating and disappointing to expect something, especially after the detail and expectation was set & given, only to not receive that expectation. My name is Scott and I'm part of the Sears Social Media Support Team within corporate; we'd like to help. We are the highest escalation team for problem resolution within corporate, comprised of dedicated & personal case managers. At your convenience please contact my office via email at so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Backstage) in the email so we can reference to your case.

Thank you,

Scott J.

Social Media Support Team

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