awful Sears experience

[Jbridge337]

I ordered the 10" bandsaw via internet on Sat. night for store pickup. Got a call Sunday saying they only had one left that had been opened in the store by dept. manager so a customer could see it since there weren't any on display. I verified that the box never left the store and that everything was intact and all materials bags still sealed. I was told yes to all. This morning (mon) I call to find out what time the store opens. Got automated message saying store opened at 9AM. I got up to pick up at 9:30 and was greeted at the door by someone telling me they didn't open until 10. I told them I had just called that morning and was told they opened at 9. He said "yeah, that's wrong". I waited around until 10 since I live 20 minutes away. I went to pick up item and when I told them what it was the guy I was talking to told me he was the one who called. I again asked if the box had ever left the store or department and was again told that he and mgr. opened box for customer and it never left. He then told me he checked everything and everything was there. I asked if all bags were still sealed and was again told yes. I then asked if there was anything they could do regarding price or gift card since they were selling open stock. He checked with mgr. and told me no, but they could order another one for me. Since I had to get back for a Dr. appointment after waiting a half an hour for store to open I took him for his word and didn't check contents. Yep, you guessed it. No manual, bags opened with loose parts floating around in box. No telling how he verified everything was there without a parts list.

I placed a call into the department and store managers, but they are in a meeting until later this evening. I am wondering what they will do to make it right. Seems like more should be done than just ordering a new one for me. I am going to ask for additional 20% off or $20 gift card or have them come pick it up and deliver a new one at no cost to me. Any other thoughts or suggestions?

Thanks,

Jim

[Ed62]

I'd suggest a minimum of 20% off since they have sales all the time offering that. If you can't get that, I'd get a refund, and shop elsewhere.

Ed

[JR]

I wouldn't want the darn thing. Who knows what evil lurks in that package.

I'd want NIB.

JR

[Hellrazor]

I'd dump it back on them and demand a new one along with a discount for the crappy service.

[thestinker]

what hellrazor said...you can buy bandsaws anyplace.

[JBCrooks]

My last (ever) trip to sears was just after I had bought a very old craftsman bandsaw and went into the store to see about ordering some replacement parts for it. The guy in the store told me:

"This ain't your daddy's sears, son. We don't stand behind our products."

[tohellwithuga]

This wouldn't happen to have been the Duluth, GA store, was it? I have had 2 similar experiences with them recently, the latest one taking up 2 hours of a Friday afternoon (pushing me right into the middle of traffic). The guy in the back would disappear for 30 minutes at a time or more, and when I would try to look for him, I was treated like a criminal for opening their precious doors. When I finally received my "substitution" item, I was in such a hurry that I just took it and left.

To add insult to injury, I was watching "employees" walking around the store, chatting with each other, etc., the whole time I was there. Not once did I see one working (which isn't really their fault, there were no shoppers).

I really don't know how Sears stays in business anymore.

[Hellrazor]

The local sears used to employ a decent handfull of people before the merger/buy out. The new wave of employees are from the dementia wing at the local retirement home and high school kids who could care less.

A typical experience now:

'Hey Bob, this guy is looking for that drill on sale.'
"I owned a drill like that but I lost it."
'Yeah, I lost my one drill too, I should really look for it in the garage.'
"Yeah sounds like a good idea"
And they both wonder off clueless to what started the conversation....

Or

"I think they are back in that other isle.."
And they quick get lost...

[JR]

The local sears used to employ a decent handfull of people before the merger/buy out. The new wave of employees are from the dementia wing at the local retirement home and high school kids who could care less.

On two recent occasions I had to ask to have the router bit cabinet opened. What a comedy that was.

JR

[Ed62]

Sears is owned by K-Mart now. And you can tell it!

Ed

[Cheeky]

request a discount, etc. from the highest member of management if necessary. if you sense somebody is incapable, ask for the next level up.

take that persons name down, and if you are not granted something for your negative experience, walk, and write a letter to (emails don't seem to matter as much IMO) corporate.

[Pappy]

Cheeky is right about going to corporate. I used to have the # for the customer relations department in the Sear's Tower, Chicago. A message from thwere to the local store gets the ball rolling, along with a few heads.

[Scrollist]

Good N Bad

I was working on a "Honey Do" project on a Sunday afternoon when my 30+ year old Craftsman saber saw gave up the ghost. I had to drive past Sears to get to the box store, so I decided to take the old girl along with me to see how good a lifetime warranty really is. I plopped the old saw on the counter and told the young gentleman at the counter that Mr. Sears and Mr. Robuck had promised me a new one for the rest of my life. The young man tells me I'll have to talk to the tool specialist and directs me to an 18ish young lady about 5 ft. tall that had to go about 80 lbs. soaking wet. I told her my story and she immediately took me over to the shelf to pick out a new tool at no charge. The new one only has a limited 1 year warranty, though.
I was looking for a new drill press a few weeks later and decided to try Sears as I had had good luck there earlier. I had a hard time interupting the social hour that was in full swing. There were about 6 reps standing around talking and I was the only customer in the store. When I finally got one to break loose, he didn't have a clue what a drill press was. There happened to be a sale on routers that day, so I decided to buy 2. One was in a sealed box and the last one on the shelf had obviously been opened. I asked if he was sure everything was in the opened box. He answered that he had checked it hmself and "Sears don't sell junk". When I got the tools home, you guessed it, there were parts missing. It took a couple of weeks and a few phone calls, but they finally did get it right.

[Knottscott]

My last couple of buying experiences at Sears have been pretty darn good! I used to be a bit of a Sears basher, but credit where credit is due.

Recent experience #1:
Walking thru Sears on the way to the mall parking lot with my brother (not actively shopping). We spot the 22124 and ogle it a bit. Sales kid come over and mentions that the saw was on sale today for 20% off (from $950) ...he also says that if I'm a Craftsman Club member, it was an additional $100 off...then he says that they're offering free delivery too. I'm trying to do the math, glanced at my brother, remembered the one time use 10% coupon I had for joining the CMan Club, and and asked if he'd take that too. He did...$594 delivered (plus tax)...too good to walk away from. Very happy with that saw and the entire purchasing experience.

Recent experience #2:
Labor Day sale = 20% off. The 12" BS 22400 was on sale for $270 minus 20%. Ordering on line was ringing up with a 30% discount....$189 (plus tax). Picked up in two days...they have a time on the loading dock that tracks how long it takes them to respond and load you....~ 3.5 minutes. Also very happy with this machine...made by Rikon.

The face of retail in general has changed over the past decades. It's no longer lucrative enough to keep top notch experienced people on board, so they backfill with young kids, folks who really can't grasp alot more, sometimes retirees, and typical workers who'll do the job for minimum wage. That's true of most retailers. I expect more information and get more information from places like Woodcraft and Rockler, but Sears does offer some occasional terrific buys IMO. Sometimes you just need to do your own homework b/c the young kid isn't likely to know how the trunnions are mounted on a given table saw.