I placed an order on Sears.com on 8-24-11 for an xbox 360. The ad that week featured it on sale for 199.99 with a 50.00 award card given with purchase.
I received the xbox on 8-26-11 but saw that there was no card. I called customer service and was advised that I would receive it by mail in 4-6 wks. I purchased this as a Christmas gift so I put it up. After Thanksgiving, I realized that I had never received the award card, got mad and decided to return the xbox.
I went to the OKC Sears store on 12-2-11 with my shipping receipt, the ad for the deal and the unopened xbox 360 in it's original shipping box. I was told that it was past the 90 day return policy (by 6 days) and that they could not take it back. As for the award card, I needed to call customer service. I called them while I was in the store, spoke to a woman who said that she needed to see if the award card was used, put me on hold and we were promptly disconnected.
I called a second time, spoke to a man with a very heavy accent and after 15 min of him trying to figure out my order number, I got frustrated and told him I would call back later. I wanted this matter taken care of, so I went to the electronics dept, requested a store manager. Desiree, who was very kind and accommodating made 4 calls to various customer service depts and finally reached someone in "corporate" that told her that I would be sent a 50.00 card within 5 days. She could not give me a gift card as I had ordered it online.
On 12-17-11, I emailed customer svc as I didn't want to deal with the phone hassles, relayed the above info and got an email on 12-18-11 advising they needed more info on my complaint. I emailed the the above info again and advised cus svc that as of that date, I still hadn't rec the gift card and didn't want anymore broken promises. I req that I be sent a return label so that I could return this xbox as I was tired of the hassles and the time wasted on trying to get this solved. I also requested a full refund of $223.28.
I received an email back apologizing for my inconvenience and was advised that my case was being transferred to the "specialized research team" and that I should have a response in 1-3 bus days. On 12-28-11, AFTER Christmas which was the day my son would've gotten his xbox, I emailed cus svc to adv them that I never received any reply from the "specialized research team". I then requested the contact info of the president of Sears in hopes that I might get this resolved. I did not give this xbox to my son for Christmas because I was still in "dispute" over the award/return.
I was contacted that same day and adv to look in my Sears profile and the 50.00 award should be in there?? I emailed them back advsg them that there was nothing in my Sears profile I advised them that I was DONE waiting for, looking for, and calling about this award card. I adv them once again that I didn't want anymore promises. All I wanted to do was return this xbox and be done with the whole awful experience.
I adv if they couldn't help me, then to get me to someone who could. I also requested Mr D'Ambrosio's contact info. I got an email back once again apologizing for my inconveniences and was offered a 75.00 gift card...50.00 for the award card, 25.00 for my troubles. I emailed back to say no, that I wanted it returned.
I was emailed back and was told that was all she could do for me. I advised that I wanted her supvr to email all of the emails to Mr D'Ambrosio as I was tired of telling this over and over again. Her response, her supvr doesn't take emails or calls and they had no contact info for Mr D'Ambrosio and if I didn't want the 50.00 I had to contact the "on-line" dept. My last correspondence of that day was asking who the "on-line" dept was, how I could contact them and what does her supvr do if not help with customer svc????
Of course I am SEVERELY pissed off and seeing red by this time! I was emailed the next day, 12-29-11, once again apologizing for my inconvenience and was adv that my complaint was being passed once again to the "Specialized Research Team". On 12-31-11, I was emailed that a 50.00 credit had been issued to my account and would take 72 hrs to be viewed. Guess what????
Can anyone guess??? Nothing was ever credited to my account nor was I given any info on how to contact the president. I called the corporate office in Hoffman Estates on 1-6-12, req to speak to Mr D'Ambrosio, was told that he was out of the office (should I be surprised???) and was then transferred to the "executive blue ribbon" group. I spoke to Milan, retold this whole ordeal and she told me all she could do was "try" to issue me another award card.
I told her NO WAY and she said sorry, she was the highest person to reach and unless I wanted the award she was closing out my case. I am SOOOOO upset about this whole ordeal!! I feel that my request to return this UNOPENED, never used xbox and to receive a full refund is not unreasonable.
I have waited more than 4 months for this 50.00 award card, couldn't give the xbox as a Christmas gift and have gotten so many broken promises that I consider Sears, their customer service dept, their supervisors and their president, Mr D'Ambrosio to be unreputable. I will never, ever, shop at Sears again, and you can bet that I will be telling a whole lot more than 10 people about this horrible experience!!!