Fenton, Missouri
Not resolved

I went to my local Sears Hardware store to buy a lawn tractor after selling my old one. They had exactly the model I wanted, but was told they couldn't sell it to me because it was a display model.

I went online, and placed a call to Sears customer service because I noticed the special offer that said "Need a Tractor Sooner...Call us for some options at 1-888-810-5924".

I really did need it in a hurry, so I called them. The service rep. was very friendly, and assured me I would have my tractor by May 5. She said I would receive a confirmation email quickly. So I waited about 3 hours, and no confirmation! I called customer service back to find out what was going on, and they had not record of my order. I went through a lengthy questioning session, and placed the order again. This time I received a confirmation, and figured my tractor would soon be on the way. Shortly afterwards I found out the order was cancelled due to lack of funds! The money on my debit card was now "on hold" from the prevous order! I called back again, and my order had been cancelled! They said sorry for the mistake, you will have to order again. I placed the order again on a credit card, and received a confirmation. Delivery was supposed to be on May 6. Then I received a call saying there was a problem with the order. I called to find out that now it won't be delivered until the 20th! I also noticed that the very next day they were offering the same tractor with a 20% discount, and $50 credit towards an accessory. I wanted the brush guard, so I called back to see if they would honor the discount. I was told that I would have to cancel my order again, and place another order! Even though there is supposedly a 14 day price match guarantee!

Dealing with Sears customer service has been one of the worst nightmares I can ever recall. Absolutely the most dissapointing experience I can recall. I needed this in a hurry, and now have a MASSIVE delay, and feel like I got a raw deal. There is no excuse for not having accurate inventory information, and this type of service shows why I am no longer a Sears or Craftsman fan.

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I was contacted by a Sears customer service exec. within 3 days of filing a complaint, and she has done a wonderful job to restore my faith in Sears.

I still believe they have issues with sales procedures and communication between departments, but they obviously do care about their customers. That said I was able to get my tractor the next day! But unfortunately the one I got has some sort of drive problem, and makes a loud clicking noise when moving. A service tech is due to look at the problem this Friday.

I will update with my results at that point. Again I want to thank Sears Social Media Support for taking an interest in the problems I've had, and for getting real results for me.

I am very impressed so far! Hopefully the repairs needed are something simple, and I can once again say I'm a huge Sears Craftsman fan.


To Former Sears Fan,

I want to apologize for the delayed response to the situation with your tractor as I just came across your post. I am very sorry to hear about the difficulties you’ve had in getting assistance with the purchase of the tractor. From your post I can see that this has been a source of great frustration for you and we would like to assist.

My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at smsupport@searshc.com so that we can assist you in a timely manner. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Former Sears Fan) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Laura D.

Social Media Moderator

Sears Social Media Support


Ok the first problem with this is you went to your local Sears Hardware store. They are just like dealer stores and operate under there own rules.

If you would of went to your nearest full line store you more than likley would have gotten better results. The sales people at full line stores do not like to lose sales. Especially on big ticket items like tractors. I wouldn't be surprised if you would have walked out of that store owning the display model if they didn't have it in stock.

The second problem was dealing with the phone orders. I would never ever recommend placing an order over the phone unless it is to your nearest full line store when you can go in and speak to a person face to face if there is a problem. What I would do if I was you is when they money is not being held go to a full line store not a dealer or a hardware store and explain to the sales person what happened and see what they can do for you. I would call the store today if the sale is still going on and see if the manager of that department can work something out for you.

Maybe putting it on layaway right now at the price it is and paying off the layaway as soon as the funds are released from your bank. Just my suggestions as I have worked at a Sears full line store for 4 years and have helped customers through many many problems