Sears.com Renege on Online Rebate Offer and any Website Guarantees
Written: Nov 01 '04
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I ordered a Maytag dishwasher at Sears.com online and picked it up at a local store. No problems.
Sears.com said there was a $50 rebate offer on this dishwasher, something verified in the email confirmation I received with the pickup instructions.
After sending in the rebate form, Maytag refused the $50 rebate saying that Sears had mistakenly offered the rebate. Call Sears. Sears said there was no such rebate offer at the time.
I called Sears.com and ended up talking to four people, all of whom said that I needed to talk to someone in another department. Finally I asked to speak to a supervisor.
The supervisor was Justin A [leery of giving full lastname online]. Justin politely answered all my questions, leaving me amazed:
Me: The website said I'd get a $50 rebate and so did the email confirmation.
Justin: Sears.com is only a "conduit of information" ... and is "not liable for any mistakes on its website." He said I could read all this on the website. And he's right!
Here's proof on Sears.com itself that it doesn't stand behind what it says on the website [page is linked from "Terms and Conditions"]:
"Sears does not guarantee that the information contained on this Website will not contain errors, inaccuracies or omissions. Such errors, inaccuracies or omissions may relate to price or to product description or availability. Sears reserves the right to correct any error, inaccuracy or omission or to change or update the Content without prior notice to you. Further, Sears reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been charged."
What a guarantee!
Me: The person I spoke to before at Sears.com kept saying that the rebate didn't exist. I kept referring to the confirmation email that I had received. She said that she couldn't view the email, only send me another one. I suggested that she send it to herself so we were talking about the same thing. She said that she couldn't do that because she didn't have a computer with email.
*** NOTE: Sears.com customer service people do not have online access to the website or email! ***
JUSTIN: That's right. They only have a terminal with no email access.
Me: You're the fourth person I've talked to after calling Sears. Each one says they can't help me ... to call another department. Three were with sears.com, one of whom transferred me to a person who turned out to be a rebate outsourcer who said that she only dealt with GE appliance rebates purchased at Sears. Sorry. Call Sears."
Justin: At Sears, "each division is responsible for itself" and has "nothing to do with the other." Further, he said: "I do not have the ability to do anything about it [receiving rebate]." "I can't refund you the money"
Amazing illustration for a business school teacher on how dysfunctional an organization can be ... splitting operations into separate departments and outsourced providers who do not and will not communicate with each other.
Avoid Sears.com because it doesn't stand behind its online offers and statements. Something that will cost you money. It cost me $50.
Recommended:
No
What product did you purchase or try to purchase? Maytag Dishwasher
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| Response To Review from Merchant |
Response from sears.com
Feb 09 '05
Dear Customer,
We would like to thank you for bringing this to our attention. Please know that this is not indicative of the level of service that we strive to provide to our customers. Please supply us with your contact information and a member of our senior management team will contact you to resolve this matter. You can email this information to us at feedback@customerservice.sears.com. We look forward to hearing from you.
Julie Allen
General Manager, Sales and Services
Sears Customer Care
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