4/6/2010, Order lawnmower over phone to pickup at store. Rep tells me it is in stock. I price match with HomeDepot.com, get great deal on mower, rep says hes charging $370 to my credit card (otherwise it would be $492 w/o price match). I drive to store, find out they don't have it in stock and it will be delivered on the 12th.
Get home, find out I was charged $492, call store, they won't help. I call online support number, they tell me I will be credited after I pick up the package.
4/12/2010, Pick up package at store, still charged $492. Call online support, they found error in how original rep handled price match, submit claim to Corporate, should hear back in 3-5 bus. days.
4/13/2010, Hear back via email, they won't help, say I need to call local store.
Call local store, get transferred to Regional Call Center, they say they can't help and forward me to Online Solutions.
Online Solutions can't help either, they submit claim to Corporate, should get personal call back in 24 - 48 hours. Given Claim # to call back with if I have more issues.
2 hours later, get a call back, they can't help me as it was bought online (now I'm confused) and I either have to speak with the Store Manager or call Online Solutions.
I call the Online Solutions number and give the lady my Claim #. She says that this is not the Online number but it is the National Support Number. She won't help, transfers me to whatever the Online number is.
Online Support guy can't help me, says I need to call National Support number (confused yet?) I tell him this wont help as they just transferred me to him!!! He has me hold (for the 3rd time with him alone) to find out he will transfer me to a Claims Manager.
Finally get on the phone with a Claims Manager (lost count on how many reps I've spoken to). She says because the package already shipped, Online cannot credit me what I am owed. She tried calling local Coon Rapids, MN store and the store manager would not return a call. She needs the store manager to talk to her to work it out.
I call the local Coon Rapids store, tell auto-prompt I want to speak with the Store Manager (amazingly she says "Oh, you want to speak with a Manager, one moment"...I couldn't believe that worked). I get some local rep on the phone, tell her the name of the manager I need to speak to....she says she is out, but she will connect me with Mike in Lawn and Garden who will solve my issue (FINALLY).
Get on the phone with Mike, tell him my schpeal (for the 10th time at least). He says he can help, he's done this before (surprise). He will call back in 10 minutes after looking into Price match (which was already approved by the way).
He calls back, wont do price match, local Home Depots don't have in stock and they are out of stock online (just my luck), even though I have a printout from last week saying they have them in stock. I decide to return the mower, fortunately I left it in the box...he says that is fine.
3 trips to/from local store, over 10 support reps dealt with over the phone....NEVER shopping at Sears again. Besides for their support reps being nice and having fast response times....they suck at getting things done and just pass the buck constantly (which is why they have fast response times).
Oh, happy ending....found the same *** mower online, for Home Depot price, with no tax, and was able to use a coupon to get cheapest deal out there....Eat that Sears!!! :) Win Win for me!
Product or Service Mentioned: Sears Coupon.