Mine is a long story starting the purchase of over $10,000 of new appliances for a kitchen remodel. Out of 3 pieces purchased, 1 had to be replaced and 1 serviced within the first month.
When I called to express my concern and ask that they extend the warranty - I had to go thru a slew of people becasue of course no one could "authorize that", but for $$ I could do just that. finally, I got someone who could extend the warranties 6 months - ok, I wanted a year, but I can compromise. that same year, we purchased a gazebo, upon delivery, the delivery person told us to watch the price on the computer, if it goes down within 30 days, we would be refunded the difference. Well, we got a email with a price reduction on day 29 - while I admit, I did not call immediately - it really should not matter - the price went down and I had the date it was reduced - again, I call - having to speak with multiple people - the first telling me the policy is 2 weeks, but since the delievery guy had said 30 days, the would have honored it if I had called immediately.
We are talking here about $100. Something I think should have been done without question considering the amount of money we had spent recently - The customer service person argued with me for over an hour ( i was extremely calm, and at no time nasty). So, after this, I say I am done with Sears - and cut up my credit card. Well, I did not think to call Master charge and actually cancel the account, so a new card comes and I call to cancel it.
When I finally get a real person on the phone, she asked why I am cancelling - I say "let's just say, poor overall customer service" - she then proceeds to tell me "you don't need to have an attitude", I asked immediately for her supervisor, who was extremely professional - but at this point, no one could have convinced me to ever deal with sears again. I tell everyone this story.
Things would have been just fine if you had honored your word given me the $100 price difference. In the end it has cost you a lot more than that.
Product or Service Mentioned: Sears Delivery Service.