Oklahoma City, Oklahoma
Not resolved
1 comment

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!!!

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Dear Lakevista1999:

My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. I understand your frustration with working with numerous departments to get compensated for the initial promotion amount and you are still having difficulty. We would like to look into this situation further, speak with you and work toward a resolution.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the xbox 360 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 (Lakevista1999) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support