Sears Complaint - Sears Lawn Tractor - Sears 42" 24hp lawn tractor Online, and in store sales experience
HIGH RIDGE, MISSOURI -- I went to my local Sears Hardware store to buy a lawn tractor after selling my old one. They had exactly the model I wanted, but was told they couldn't sell it to me because it was a display model.
I went online, and placed a call to Sears customer service because I noticed the special offer that said "Need a Tractor Sooner...Call us for some options at 1-888-810-5924".
I really did need it in a hurry, so I called them. The service representative was very friendly, and assured me I would have my tractor by May 5. She said I would receive a confirmation email quickly. So I waited about 3 hours, and no confirmation! I called customer service back to find out what was going on, and they had no record of my order. I went through a lengthy questioning session, and placed the order again. This time I received a confirmation, and figured my tractor would soon be on the way. Shortly afterwards I found out the order was cancelled due to lack of funds! The money on my debit card was now "on hold" from the prevous order! I called back again, and my order had been cancelled! They said sorry for the mistake, you will have to order again. I placed the order again on a credit card, and received a confirmation. Delivery was supposed to be on May 6. Then I received a call saying there was a problem with the order. I called to find out that now it won't be delivered until May 20th! I also noticed that the very next day they were offering the same tractor with a 20% discount, and $50 credit towards an accessory. I wanted the brush guard, so I called back to see if they would honor the discount. I was told that I would have to cancel my order again, and place another order! Even though there is supposedly a 14 day price match guarantee!
Dealing with Sears customer service has been one of the worst nightmares I can ever recall. Absolutely the most disappointing experience I can recall. I needed this in a hurry, and now have a MASSIVE delay, and feel like I got a raw deal. There is no excuse for not having accurate inventory information, and this type of service shows why I am no longer a Sears or Craftsman fan.
On top of this, after speaking to at least a dozen sales and customer service reps., I got a different story, and different price from virtually everyone I spoke with. I have been a loyal Sears, and specifically Sears Craftsman fan for many, many years. Lately is seems like Sears has become just another lost, mixed up American company that is no longer in touch with it's customers.