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06-04-2010, 04:44 PM | #1 |
"The Mayor"
Join Date: May 2008
Location: Central SD
Posts: 4,022
|
So March 26, I ordered lawnmower blades for my craftsman mower (which I find out nobody but sears carries now). I track the package on the 5th of April. It had been to my town, then rerouted to Connecticut. I call Fedex, and they look into it to discover that it was rerouted by a guy at Sears, but that since they left the package on the porch in CT, they might be able to retrieve it. I told them not to worry about it.
I call Sears, and for reasons they never say, admit that it was there error. Now in the past, they just shipped me new parts. Not the case this time. They tell me I have to reorder as the other shipment was considered delivered. I say wtf to that, and she then says it will take 7 days to get a refund. Seven days go by, no refund. I call again they say it will be another 7 days. On the 6th day after that call I get the blades. Yay Fedex! Wrong! The blades while having the part number matching what was in the owners manual, were not even close to right. They were 4 inches too long and didn't have the craftsman dipshit star in the middle of them. I call Sears, on the 7th day and they still haven't gotten around to getting me my money. Now being the honest guy I am, told them I had received the blades, but they were wrong. Big mistake. Should have kept my mouth shut. Now they tell me it will take 10 days to get a return tag sent and the blades picked up, and another 7 to get my refund. WTF? There was hope tho, as in passing she said I could take them to my local store for a refund. It so happens that the nearest Sears store (90 miles away) was in a town I had to visit that week. I asked if the store in that town would work, she said yes. Hooray! Wrong again. After an hour on the phone, they told the poor clerk in the store that they could only be returned to a full service store (the nearest of which is 200 miles from home). Grrr..... I did find blades that would work at Menards, so at least I could mow my jungle of a yard. I call sears when I get home. They assure me they will get my money back, and will issue a call tag for the return. A week goes by. Nothing. I call again, and get the run around, but they would immediately credit me 10% of my order, and contact the 3rd party vendor they ordered them through (this was the first mention of said vendor BTW). I receive an email saying the call tag was issued. I wait. Now we are into may, and I finally get an email from the vendor, and they seem eager to please. I told them what Sears told me, and the troubles I went thru, and they seem understanding. Then they send an email saying the return is approved. I wait. I email again, and they respond with their address. I reply inquiring as to whether or not I need to do anything. No response. 2 weeks go by, I email again. No response. I call Sears, they say it isn't their problem, call the vendor. I leave messages for the vendor and send emails. No response. Now it is May 31, and my mother in law is coming to visit. She lives in Rapid which has a full service sears store. She agrees to take them back for me, and I pity the poor bastard that will have to deal with her. My MIL is a demanding she demon, even moreso when she is not happy. Today she went to sears. Song and dance time on Sears' part. They claim they can't do a refund because they mailed 3 return labels via the vendor. I have received nothing of the sort. She calls me from the store and tells me how they are trying to refund my money, but sears.com's people don't know their asses from a hole in the ground. Finally after putting up with her for 30 minutes, they cave and try to issue me a Sears gift card. She told them that we will not be purchasing anything from sears again, and where they could put their gift card. They finally cave and agree to cash. She notices that she is $10 short, and they inform her that they won't refund shipping. WTF? She calls me and just lights up how shitty they are on the phone, and I can hear them apologizing half heartedly in the background. I tell her to just take it, just to be done with it. I guess it is the principal of the thing the gets me. Those assholes have been jerking me around for nigh on 3 months, and then they jab it in a little deeper by keeping $10 of my money. After this summer, I will be ditching my GD piece of shit craftsman mower and buying something I can get parts for. Sorry about the rant.
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Gunzlingr's BST Thread: http://www.hisstank.com/forum/g-i-jo...ml#post1742979 |
06-04-2010, 04:47 PM | #2 |
Hisstank.Com General
Join Date: Jun 2008
Location: Connecticut
Posts: 9,031
|
I always thought guys with a lot of grass were much calmer than that
I've had nothing but bad times dealing with Sears. I even had to escalate a case to the regional manager in the Northeast. That was the last time I've ever purchased anything there. I hope you get your parts/money in good order, but I wouldn't hold your breath with them.
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06-04-2010, 04:50 PM | #3 |
Cobra Viper
Join Date: Sep 2007
Posts: 314
|
You should have demanded the ten bucks back as well.It's all your money right.
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06-04-2010, 04:50 PM | #4 |
Crimson Guard
Join Date: Jan 2008
Location: Manassas, Virginia
Posts: 1,008
|
Whatever happened to the customer is always right? Is it any wonder Sears is doing so poorly.
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06-04-2010, 04:58 PM | #5 |
"The Mayor"
Join Date: May 2008
Location: Central SD
Posts: 4,022
|
I told my mother in law to take the cash, and call it good. It wouldn't so bad if I could get parts elsewhere, but craftsman shit can only be ordered online. Next year it won't be a problem, I will be getting another brand.
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Gunzlingr's BST Thread: http://www.hisstank.com/forum/g-i-jo...ml#post1742979 |
06-04-2010, 05:40 PM | #6 |
Dirty Scalper
Join Date: Oct 2008
Location: Tampa, FL
Posts: 1,822
|
Quote:
The customer should always expect good service, but they are not always right. That said, Sears screwed the pooch on this deal. |
06-04-2010, 05:43 PM | #7 |
Hisstank.Com General
Join Date: May 2008
Location: Houston
Posts: 6,170
|
Quote:
So March 26, I ordered lawnmower blades for my craftsman mower (which I find out nobody but sears carries now). I track the package on the 5th of April. It had been to my town, then rerouted to Connecticut. I call Fedex, and they look into it to discover that it was rerouted by a guy at Sears, but that since they left the package on the porch in CT, they might be able to retrieve it. I told them not to worry about it.
I call Sears, and for reasons they never say, admit that it was there error. Now in the past, they just shipped me new parts. Not the case this time. They tell me I have to reorder as the other shipment was considered delivered. I say wtf to that, and she then says it will take 7 days to get a refund. Seven days go by, no refund. I call again they say it will be another 7 days. On the 6th day after that call I get the blades. Yay Fedex! Wrong! The blades while having the part number matching what was in the owners manual, were not even close to right. They were 4 inches too long and didn't have the craftsman dipshit star in the middle of them. I call Sears, on the 7th day and they still haven't gotten around to getting me my money. Now being the honest guy I am, told them I had received the blades, but they were wrong. Big mistake. Should have kept my mouth shut. Now they tell me it will take 10 days to get a return tag sent and the blades picked up, and another 7 to get my refund. WTF? There was hope tho, as in passing she said I could take them to my local store for a refund. It so happens that the nearest Sears store (90 miles away) was in a town I had to visit that week. I asked if the store in that town would work, she said yes. Hooray! Wrong again. After an hour on the phone, they told the poor clerk in the store that they could only be returned to a full service store (the nearest of which is 200 miles from home). Grrr..... I did find blades that would work at Menards, so at least I could mow my jungle of a yard. I call sears when I get home. They assure me they will get my money back, and will issue a call tag for the return. A week goes by. Nothing. I call again, and get the run around, but they would immediately credit me 10% of my order, and contact the 3rd party vendor they ordered them through (this was the first mention of said vendor BTW). I receive an email saying the call tag was issued. I wait. Now we are into may, and I finally get an email from the vendor, and they seem eager to please. I told them what Sears told me, and the troubles I went thru, and they seem understanding. Then they send an email saying the return is approved. I wait. I email again, and they respond with their address. I reply inquiring as to whether or not I need to do anything. No response. 2 weeks go by, I email again. No response. I call Sears, they say it isn't their problem, call the vendor. I leave messages for the vendor and send emails. No response. Now it is May 31, and my mother in law is coming to visit. She lives in Rapid which has a full service sears store. She agrees to take them back for me, and I pity the poor bastard that will have to deal with her. My MIL is a demanding she demon, even moreso when she is not happy. Today she went to sears. Song and dance time on Sears' part. They claim they can't do a refund because they mailed 3 return labels via the vendor. I have received nothing of the sort. She calls me from the store and tells me how they are trying to refund my money, but sears.com's people don't know their asses from a hole in the ground. Finally after putting up with her for 30 minutes, they cave and try to issue me a Sears gift card. She told them that we will not be purchasing anything from sears again, and where they could put their gift card. They finally cave and agree to cash. She notices that she is $10 short, and they inform her that they won't refund shipping. WTF? She calls me and just lights up how shitty they are on the phone, and I can hear them apologizing half heartedly in the background. I tell her to just take it, just to be done with it. I guess it is the principal of the thing the gets me. Those assholes have been jerking me around for nigh on 3 months, and then they jab it in a little deeper by keeping $10 of my money. After this summer, I will be ditching my GD piece of shit craftsman mower and buying something I can get parts for. Sorry about the rant. I just bought a Toro... It rocks!!! Well at least as any lawnmower can rock
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06-04-2010, 05:49 PM | #8 |
Iron Grenadier
Join Date: Mar 2009
Location: Portland
Posts: 582
|
This is the future America. Garbage customer service. Either they are intentionally messing things up for their advantage (the delayed refund in hopes you forget about it or give up on it) or they are just incompetent. Either way it is a losing situation for the customer.
The one thing about the customer service industry that pisses me off is the attitude I get from people working in customer service. I almost always get treated as if I am infringing on their time and they are doing me a favor. It's either that or I get the heavy sigh and the roll of the eyes when I ask for help. It's more of the "Not my Job" attitude or "I don't get paid enough to give a damn." |
06-04-2010, 05:52 PM | #9 |
Cobra Soldier
Join Date: Aug 2008
Location: Texas
Posts: 73
|
Gunzlinger,
Not sure if this helps or not but on the way home from work today I heard a radio commercial that said ACE hardware now carries Craftsman tools. Rasstro |
06-04-2010, 05:56 PM | #10 |
"The Mayor"
Join Date: May 2008
Location: Central SD
Posts: 4,022
|
Thanks, but we don't have an ace store within 200 miles. That, and while Kmart carries the tools, they do not carry parts. They have oil filters, but not blades or actual mechanical parts.
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Gunzlingr's BST Thread: http://www.hisstank.com/forum/g-i-jo...ml#post1742979 |
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