Problems with SEARS Layaway
On 12/31/10, I bought a television and put it on theri Lay-Away-Plan. I paid almost 1/2 down and continued making payments. According to their Customer Support people, who were wonderful, I was told there was a 10 day grace period from the scheduled payment date. I made one 8 days after the scheduled date and the payment was accepted. My receipt states a 14 day period. The last payment I made was 2/6/11 and my final payment date was to be 2/25/2011. Friday 2/18, I called SEARS to tell them I was going to pay it off the following morning and would pick it up at that time. All along I was told the TV was in the store. The person on Friday told me they don't order the item untill it's paid off. I called Customer Suppopr and it was a very nice woman that told me the order had been cancelled!!!!! I explained everything to her as to what was going on. She was going to connection me to the store to talk to the Manager of the department. Instead, I was connected to the little weasel that sold me the TV and made all kinds of statements, including the TV was in the store and 1 was being held for me. I asked for the Manager and I did speak to him. According to him, I only made payment, in total, of $200.00. I told him he was wrong and I had all of my receipts. He wanted me to come in and prove it. I made another call and spoke with the a woman who told me she was the acting Assistant Store Manager. Again the whole story. She took all of my receipt numbers and was going to search. Saturday morning, 2/19, I went to the store with all of my information and met with both managers. I was informed it was Corporate that cancelled my order but continued accepting my payments!!!!!!! I was told a check had been cut already. Ok, I raised my voice so others could hear me, told them I would never do business with SEARS again and I would discourage othes from the same. As a matter of fact, I informed many potertial customers already there, loudly, my experience and told them to BEWARE. As far as I am concerned, they stole my money and took my money under false pretenses. I have mad calls all the way up to Corporate with no satisfaction PLUS SEARS cheated me out of $15. The people on the higher levels going up to the corporate level were very rude and kept cutting me off, interrupting me as well as hanging up on me!!! Also the Manager of the Electronics Dept at the store hung up on me in mid sentence. I wasn't even angry at that point. So, Hear is a warning or a PSA: DO NOT DO BUSINESS WITH SEARS!!!! YEARS AGO SEARS WAS FINED FOR THEIR 'BAIT AND SWITCH TACTICS'. If they are doing this to me, more than likely they are doing or have done to others. There!!!! I'm done. On a happier note, Gracie has not been confined to her crate during the week while I am at work. She has been such a good girl and not gotten into anything or destroyed items. GOOD GIRL BIG GIRL!! I' kinda wondering if she is finally starting to mature at 8 1/2 years old. P.S. I am going to Best Buy to pick up a tv this weekend. Nancy |
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| Good move going to Best Buy. In my experience most of Sears electronics are not the current models and are grossly overpriced. |
| I bought my TV online through Amazon.com after researching the best models to buy at several retailers. Amazon's prices were BY FAR the best of reliable retailers on or offline, delivery was free (I don't know if that's the case now) and done by a delivery company that setup the set, not like a UPS or trucking company's doorstep delivery. Amazon is a very reliable retailer, and has good return policies. Of course you should check the terms carefully when you buy anything of value. Also be sure to see the "sold and shipped by amazon.com" (or similar) to ensure you're buying direct from Amazon and not one of their allied retailers. Finally, in most states Amazon does not collect your state's sales tax. Legally you should claim the purchase (usually on your state's income tax return form) and pay a sales/use/excise/whatever tax yourself. OK, suuuuuuuure. Get the model number for the TV you like and check out Amazon.com. Whattaya got to lose? |
| PS At least in Massachusetts, the law REQUIRES stores to actually "LAY AWAY" merchandise physically as the term implies. If you get all your money back however, you'll just be tilting at windmills if you proceed legally. I think you've taken the right approach -- complain loudly and tell all of your friends and everyone who will listen on the World Wide Web. |
| Our tv recently died and we went all 21st century and got a flat screen. We went with a local dealer, after the locally owned Sears did not have what we wanted. We were a little nervous about buying through the internet, mostly because of delivery. I checked out Amazon and we did pay $30 more than for the Amazon deal, but they came to our house and set it up and here's where I am happy to have a local dealer: if anything goes wrong, they will do the service. Seriously, after talking with a number of sales people, we were happy to have the choice of dealing with a local dealer for that reason and also because we live in a small city in SE Minnesota, (i.e. geographically separated from any city of close to 100K or greater by more than 30 miles), we see a great deal of value in having locally owned/operated retailers. When we lived in the suburbs of major cities, we didn't have that option or see the point. Here, it's a lot more obvious. Money stays here and we get much, much better service. That said, I've always had good luck with Amazon. I do buy most of my books at the local independent bookstore, but Amazon is my go-to for dvds, cds, and a few other small electronic devices. I haven't ever bought anything on layaway but I'd be steaming mad if that happened to me. That said, the locally owned (and extremely tiny: some appliances only) Sears did go out of its way to make sure we got the ovens we wanted for the kitchen re-model at the sale price of 50% off. Again: locally owned retailer. I'm not sure how that works but it's different than the one at the mall 50 miles from here. |
| That sounds like a pretty typical Sears experience. A few years ago they were running a special on a TV that was significantly more expensive everywhere else. We went to the store and bought it but it wasn't in stock but would be in "later that week." That was no big deal but, in a week, we still hadn't gotten notification. We called and no one had any record whatsoever of the purchase. We were annoyed and just said, fine, forget it and we bought another tv elsewhere. Fast forward to about a month later: we had opened up a Sears charge to get an extra 10% off when we bought the tv. Guess who had a record of the sale? The charge card sure did! Not only were we charged for the television that we didn't get, we were charged the full price, rather than the sale price that it was supposed to be. It took about a month to get everything straightened out and dealing with customer service was like listening to theme to Benny Hill while explaining something to a goldfish. I read a story about a guy who ordered a lamp online from there. Instead of the lamp, he received a box full of furnace filters. After weeks of trying to get customer service to fix it, he wound up receiving three of the same lamp that he ordered (but charged for one) and none of the "authorized" Sears dropoffs would accept the extra merchandise to be returned so he wound up with many extra lamps and a box of furnace filters he has no use for. I have no idea how they even stay in business. |
| We don't have a Sears here in Aus but if we ever do get one I sure as hell won't be doing business with them. They sound like a bunch of crooks to me. |
| Always read the small print - if you don't like their terms and conditions - DON'T sign anything DON'T pay anything. If their terms and conditions don't reflect the current situation, then legally you have them over a barrel - I however suspect their terms are heavily written in their favour. I would go instore weekly and quietly relate your story to other customers and warn them off. |
| Yep- that sounds like Sears. I am sold on Kenmore appliances and my kitchen is full of them. That said, when what I have, needs replaced, they won't be Kenmore because of Sears poor customer service. |
| I did read the small print and even according to their terms, I was right. It is clearly stated on the receipt but they just won't listen. And, I never signed anything and my paperwork shows no signature. I wonder what kind of trouble I could get into if I do go to the store and 'advise' other customers. I will be across the street from the SEARS store on Saturday when I go to Best Buy for my tv. I don't know if anyone has access to dexknows.com. I wrote a review on that site and it will show in approximately 1 week. I used a fake name but personally rated them a -20. I would really like to put it out on the internet but not sure how. I wonder if there would be any legal ramifications.............................. Nancy |
dogmom wrote: I did read the small print and even according to their terms, I was right. It is clearly stated on the receipt but they just won't listen. And, I never signed anything and my paperwork shows no signature. I wonder what kind of trouble I could get into if I do go to the store and 'advise' other customers. I will be across the street from the SEARS store on Saturday when I go to Best Buy for my tv. I don't know if anyone has access to dexknows.com. I wrote a review on that site and it will show in approximately 1 week. I used a fake name but personally rated them a -20. I would really like to put it out on the internet but not sure how. I wonder if there would be any legal ramifications.............................. Nancy You could share your story on The Consumerist, a pretty major web site that shares consumer issues and brings to light unfair retail policies. There's a TON of stuff about Sears. http://consumerist.com/cgi-bin/mt/mt-se ... s&limit=20 |
| Hi Jill..... Thanks for the web site. I registered but can't find the spot to write my comments. I am 'technogically challanged'.I am so frustrated with me! Nancy |
Thanks for your post. We are in the process of remodeling our great-room. Part of the plan is to replace our 14 year old 54" lug of a TV with a flat screen. My nephew works part time at our local K-Mart and offered to go with me to Sears and use his discount if I wanted ( Sears bought K-Mart a few years ago ). I won't be taking him up on this offer......don't you love the power of the internet???  |
| Yes a typical SEARS saga! I too at one time loved the Kenmore appliances--however not so much as to put up with SEARS non-existent customer service. I do not understand how they stay in business! Most everyone in our family has a SEARS horror story--never go in there anymore. Sorry you had a hassle with them! |
| This caught my eye this morning as I was scanning the headlines. Seems even the CEO of Sears is disgruntled. http://money.msn.com/market-news/post.a ... >1=33002 (not sure how to make this a link on here, and don't have time to mess with it  ) |
| Well, I picked up my new tv this weekend form Besy Buy, What great customer service!!!!!! Now all I have to do is figure out how to connect my vcr/dcd player to it(my player only has 2 connesctions not 3 like the guy at Best Buy told me) plus I need another person to help me set it up. I got a great deal and am REALLY REALLY excited about it. Better deal and tv than Sears. I am going to call their Geek Squad and have them set it up AND they will show me how to use the remote etc. I am so excited!!!! SEARS SUCKS IN ALL WAYS ESPECIALLY CUSTOMER SERVICE!!!! Nancy |
Abuckie wrote: (not sure how to make this a link on here, and don't have time to mess with it The software automagically creates the link for you. All ya gotta do is type or paste in the link just like you did! ) |
| I am sooo angry with Sears. Put an XBOX 360 on Layaway and purchased the warranty. put down 94.00. went back the next day because I changed my mind. They charged me a 25.00 cancellation fee and a 15.00 Layaway fee. my receipt is worded to deceive you . I was refunded 58.00 of my 94.00...WTF..is this legal. I will never do business with Sears again. Angry in Cyress Texas. |
| Sears went seriously downhill after the "merger" (read "takeover") by K-Mart. Even though they changed the corporate name to "Sears Holding" or something like that, management is really the K-Mart contingent, with a K-Mart philosophy. We don't even consider Sears in our shopping, unless there is absolutely, positively, unequivocally no other place to go. So far, we haven't set foot inside a Sears since the merger! |
Jonsey wrote: Sears went seriously downhill after the "merger" (read "takeover") by K-Mart. Even though they changed the corporate name to "Sears Holding" or something like that, management is really the K-Mart contingent, with a K-Mart philosophy. We don't even consider Sears in our shopping, unless there is absolutely, positively, unequivocally no other place to go. So far, we haven't set foot inside a Sears since the merger! I agree - I bet it's been at least 10 years or more that Todd and I have avoided Sears.  There are just so many better options out there. |
we just had to buy a new tv too. I priced several stores and read several customer reviews and went to Best Buy. Our Sears never has anything in stock- always "we can order it for you, it will be here in a few days" No Thanks. I like to walk out with the merchandise I pay for. And with Best Buy you get reward zone credits and trust me they add up fast. Last Christmas I got my son 5 video games all 60.00 each. What would have been 300.00 I only paid 15.00 for because I had saved up 285.00 in reward zone credits.  |
| Found this while doing some shopping. OP I waa with you and cheering in my seat up until the point you become shouting and making a spectacle of yourself in the store. I am sorry what happened to you but it seems like an isolated incident. Attempting to involve other shoppers like that was just silly. Sorry I just hate it when a fellow consumer tries to invite others into their situation like this. It is unbecoming. |
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