On 12/29/07 – my husband and I were in Sears in Boise, Idaho. A nice sales associate named Seth helped us out. Seth mentioned to my husband that there was this great tool combo on sale on Sears.com that weekend only. We paid for the Craftsman 673 pc tool set and tool storage combo bundle and were awaiting our tools.
We took the receipt from the store and called questioning the status of this order a few days later. First I was told due to the holiday rush – it would take a couple of extra days. Then I was told that everything was fine – the entire bundle would be shipped. Next I was told that Seth must have pushed a wrong button because the tools were not on the order – this was offensive because there was 1 Add To Cart button. The next phone call I was told my order was hung up in the credit department, then I finally received my order confirmation. I called the store’s General Manager who assured me he would look into it. Two days later I get a call from Ricky – a manager at Sears stating that he had spoke with his buyer and tools were no longer available and I should call Sears Consumer relations.
Gail – the Consumer Relations Supervisor said that the ad was an error and “What part of what she said did I not understand”.
I asked for a substitute product – and was told no. I have never seen quite a scam like this or have I been spoke to in the manner Gail spoke to me . From the store, to the website, then to consumer relations – I was sold a product, given every answer in the book as to why I didn’t receive the product and spoke to COMPLETELY unacceptable manner….
Oh yes and told to read the fine print. No email of error in advertising – just basically too bad...and Gail did offer me the tool chest that was canceled at full price. She did however offer me a 5% discount.