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LockedSale price didn't show up in cart

posted on November 17, 2009 at 01:53PM Inappropriate?

I attempted to buy 2 torque wrenches on Sunday night which were on sale for $39.99 less 10% F&F discount, less $5 discount for buying two of them.  The sale price showed up on the website and when I put them in my cart, but the total in the cart reflected the full price less the 10% F&F discount. I tried to call but I guess there is no phone support in the evening, so I emailed customer support, the response I received was that 'sale prices change at midnight' doh..this was before midnight...so I replied back with two screen shots, one showing the price on the website, the other showing the sale price in the cart, but with the total reflecting the full price. I received a second response after that suggesting I use internet explorer (I tried both firefox and IE but had the same problem with both) and telling me that this would be referred to the "National Support Team" with no expected date for resolution...What in the world!  Why is it that Sears does not empower customer support reps to resolve these issues and make price adjustments? I have no idea who this national support team is, or when I might dare expect to hear from them, but I must say- this is disappointing.

replies: 4 latest post: December 10, 2009 at 01:52PM by SearsCares
Displaying all 4 posts
posted on November 17, 2009 at 02:49PM
 
The company is in the middle of re-vamping the website, and there have been quite a few errors with some of the online promotions. This is a big shift for the company, I would hope that they honor the F&F price, and get back to you promptly. You have the mspaint files, so, there lies the proof of the price that should be honored.
posted on November 18, 2009 at 02:19PM
 

 

Dear Lynneblack,

 

I am sorry to hear about the problems you experienced with the Sears website and service group. We strive at providing our customers with the highest quality of service and we have not done this for you at this time.  My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide a contact and we will call you at your convenience. In addition please include the screen name (Lynneblack) used to post here so we can reference to your case.

 

Thank you,

 

David V.

Senior Case Manager

Sears Cares

posted on November 18, 2009 at 02:59PM
 

Thank you David, I emailed you.  It's just disappointing that such a seemingly minor issue takes days to resolve and has to be escalated to your team whom I am sure has better things to concern themselves with.

posted on December 10, 2009 at 01:52PM
 

To Miss Black,

Please be assured that we are always here to address issues that you or any other member/customer has. Thank you again for giving us the opportunity to assist with your concern!  We value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears, please do not hesitate to reach out to our Sears Care team at searscares@searshc.com. 

Thank you,

Brian J.

Senior Case Manager

Sears Cares

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