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September 2, 2010

Beth Ann 1 —-Sears 0

8 Comments/ 2011/ 0

Chris and I have decided to put an end to our sedentary life..

Step 1:  Buy bikes.  Check.

Step 2:  Buy an elliptical.  Check.

Step 3:  Buy a Wii or Xbox Kinect.   In the pricing stage.

Step 4: Use said devices…..

So how are we progressing??  Bikes have been used–not as much as we wanted but we have been here there and everywhere since we bought them so we are trying to be intentional about using them.   Bought the elliptical at Sears locally about 10 days ago.  It was to be delivered and set up today.   Delivered, yes.  Set up?  No.  Delivery dude Travis said they don’t assemble ellipticals.  They assemble treadmills but not ellipticals.  Our little sales chick assured us that they would do that and that it was included in the astronomical delivery fee so we sprung for it.   Little did we know that she was misinformed….

So off to Sears I went. Actually twice.  I “thought” they would open at 9 am but noooooooo.  So I went back after the 10 am opening time.   I presented my case very nicely.   Another guy was called.   Guy came.  Guy listened to story.  Guy told me salesgirl had made a mistake.   So I asked what they could do to make this situation better.   Assembly was a whopping $200.  No wonder they did not tell us that!   I told him there was no way we were paying that so they might as well take it back.   He then offered to split the cost and assemble for $100.   While I was standing there I noticed a flyer with “our” machine listed for sale at $150 lower price than what we bought it for on sale…….I commented on that and he got a look on his face…then my sister texted me to tell me that her secretary in Ohio had had the exact same experience with Sears there.  Come to find out it was the exact same machine!!!   So as she is texting me I told the guy that it seems like this is an issue not limited to just Iowa!!!! And that she got the assembly free plus another 10% off…..

Still with me???   Soon I felt like I was at a car dealership because he asked if I wanted to talk to the store manager.  You betcha!   They already had a call in to have them come pick up the box and return it.  Off he goes.  10 minutes later he comes back with his final offer…….refund the difference between the sale price we bought it for and the new sale price ($150 ) and split the assembly cost down the middle so we pay only $100.  Basically we came away paying $50 less than we had originally AND they will come assemble it now.  I have to hand it to Nate that he stuck in there with me and tried to get me satisfied——kudos to him for that and for satisfying a pretty disgruntled customer.   I told him that i had been battling with Delta (still no refund for incidentals I had to buy when they did not deliver my suitcase with me!), Holiday Inn for not notifying me when said suitcase arrived, (Did get an email from the manager telling me what they were doing to make sure this did not happen again AND he added 1500 points to my Priority Club account), Ebay hassle which I got my shipping refunded….the list goes on!   So I told him thank you very much and I would leave positive feedback for his part in the experience.

So now the box sits in the basement waiting for the assembly to begin which hopefully will be next week.   I am tired of everything being a battle.  Tired of having to make a big deal out of stuff.   I am an easy to get along with person !   Come on now–let’s ramp up the customer service a bit!!!   i guess it is a happy ending to the story but it wore me out!  I may not be able to use it when it finally gets assembled…

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8 Comments

Leave a comment
  1. Becky Miracle
    September 02, 2010 at 04:43 pm

    Don’t you wonder why everyone has such lousy customer service? I always tell Donald I am so tired of doing everyone’s job! Come on out there…..if you deal with people DO YOUR JOB and do it well! HHHMMMM wonder what happened to the “sales girl” that made a mistake in saying it would be assembled?

    Reply
  2. Beth Ann
    September 02, 2010 at 04:59 pm

    I think she had made mistakes before because I saw “looks” being exchanged and whispers…..She had been working there over a year so I cannot imagine that she did not know!!! Basically it cost them about $250 dollars to make me happy….but now I am or will be once it is actually assembled! 🙂

    Reply
  3. Java
    September 02, 2010 at 08:56 pm

    Good for you for getting what you deserve! My hubby did the same thing there with a lawnmower!

    Reply
  4. Beth Ann
    September 03, 2010 at 06:51 am

    I told the guy that “I really am a nice person but I am tired of bad customer service”! Alls well that ends well I guess!

    Reply
  5. Karen Peterson
    September 03, 2010 at 01:03 pm

    Good for you sticking to your guns and making them correct the problem. I get so tired of businesses using the “my employee was misinformed” excuse because it basically just means the sales person can say whatever they want to get the sale and then the customer is stuck with it. So wrong.

    I hope your machine gets set up fast and that it’s done right the first time!

    Reply
    1. Beth Ann
      September 03, 2010 at 01:21 pm

      Well Karen, we shall see about the assembly part! They called today and said they would come on Tuesday to do it…..jury is still out on how I feel about Sears at this point!

      Reply
  6. Wayne Blaisdell
    September 07, 2010 at 05:21 pm

    Wow Beth Ann, good for you sticking to your guns and making Sears toe the line!
    I always preached customer service and service after the sale at Wayne’s. By the way, you know you will get free check ups at least once on your bikes at Wayne’s, and if you are not satisfied, call me. And if the assembler for the elliptical can’t do it right, call me. It was my specialty, and I would love to help you with it if you need it.
    Too many businesses have “clerks” that don’t really have a clue. Well trained help is hard to find, but worth more than minimum wage.

    Reply
    1. Beth Ann
      September 07, 2010 at 06:18 pm

      Wayne—I am a force to be reckoned with!!! Not really but I have just been tired of horrible service! They were to come today—no show but got a call from the call center scheduling it for tomorrow. I told the chick it was supposed to be today unless today was not the 7th…..no explanation–just “no ma’am –we are to schedule you for tomorrow.” It does no good to vent to those folks—they have nothing to do with anything! So once it is done I will be following up. Thanks for the offer—should have realized you had that in your repertoire. Chris is just too busy to deal with an assembly at this point and I was not about to tackle. Will let you know how it goes!!!

      Chris and I were just amazed this weekend in Miinnesota—we had OUTSTANDING customer service everywhere we went from the hotel to the restaurants to the clerks at The Galleria –the whole gamut. It restored my faith! Just gotta look for it and reward it! Thanks for the comment!!!

      Reply

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