Looking for someone who might know a little about Sears, and what I can do in this situation.
I purchased an overpriced side-by-side fridge (not a hot deal by any stretch, but on sale) mostly because ours had died a few days ago, and the combination of odd color and size (had to be bisque, and a smaller width than most s-b-s fridges) meant most places were looking at a few weeks out for delivery.
Today, the fridge shows up - with a nasty dent on the right hand side (or so I've heard - to compound matters, I wasn't home receiving it, my mother in law was).
I spoke to the driver, and was given the option of either sending the fridge back, or taking the fridge and having a new, undamaged one delivered in a few days (something he said was customary for Sears).
I opted to keep the fridge for the time being, with two small kids I don't like being without refrigeration.
I had a similar issue with Sears a few years back, but in that case they offered me a concession in the form of money back on the fridge (it was a cheap fridge, and they gave me $100 back, which was about 20% off).
This sucker is $1400, so I don't think I'd be happy about keeping it for anything less than 15-20% off as well, but I don't know whether they'll offer me anything, let alone how much.
Has anyone been in a similar situation with Sears? Any hints as to what I need to say to them? I'm a little miffed at just doing a straight-up exchange with nothing back (I get the delivery fee refunded by MIR as part of the sale), since I'll now have to arrange for someone else to be home, not to mention not being able to fill the fridge up with stuff since it'll go back. I don't know how bad the dent is, but I don't like the idea of having paid full boat on something that would've been in their dents section for 30% off.
If any Sears insiders or people who have found themselves in the same situation have any advice, I'd greatly appreciate some direction.
Did I not already mention that I paid them in USD? You want more dented than that?
Not thinking Consumer Affairs just yet - I'm wondering what they're capable of doing to make good on the problem. They did offer to bring a new fridge out, which is what they should've done in the first place.
rj2828 said: Looking for someone who might know a little about Sears, and what I can do in this situation. ...
I had a similar issue with Sears a few years back, but in that case they offered me a concession in the form of money back on the fridge (it was a cheap fridge, and they gave me $100 back, which was about 20% off). ...
Has anyone been in a similar situation with Sears? ...
If any Sears insiders or people who have found themselves in the same situation have any advice, I'd greatly appreciate some direction.Did you read your post?
You have been in a similar situation. Why not call them and explain the situation and casually mention how they offered you a concession in the past.
jayK
Senior Member - JayK
posted: May. 27, 2008 @ 2:58p
rj2828 said: I spoke to the driver, and was given the option of either sending the fridge back, or taking the fridge and having a new, undamaged one delivered in a few days (something he said was customary for Sears).I'd say having a new, undamaged one delivered for free a few days later negates the possibility of any monetary concession.
rj2828
Greedy Member
posted: May. 27, 2008 @ 2:59p
NoMoneyInMyWallet said: Did you read your post?
You have been in a similar situation. Why not call them and explain the situation and casually mention how they offered you a concession in the past.
Ha, you got me!
I should've mentioned that 'a few years back' predates the acquisition of Sears by K-Mart, so my question is really for someone who's been through this after that point. I did call the contact I was given by the delivery people, but they weren't available and I had to leave a VM. I'm looking more for guidance on what the limits are than just my situation, which predated the acquisition and was on a much cheaper unit (ergo, far less of a $$$ concession).
Either take the delivery of the new fridge or live with the one that was delivered.
Sears needs to make a profit, and can't compensate you because you're angry and frustrated because your fridge went out and you had to pay "full" price. You probably already got 10 percent or more for a credit card offer or some other promotion and you just want more. I may be wrong but it doesn't sound like you're being totally honest and thats just my interpretation of this thread. (You haven't even seen the "dent" yet.)
TaroReadr
Member
posted: May. 27, 2008 @ 4:15p
The minimum they will give you is 5%. You can push for more or have them deliver the new one when you choose, not them. They SHOULD let you pick the day but might be jerks about that too. The last thing they want to do is have to take it back without getting you to take another so that is your best leverage. I've given up to 20% off but DM would never approve higher. I doubt they'll give you any % off AND a new fridge. They've never allowed us to do that...EVER. If the dent is hidden and will probably always be hidden, push for at least 20%.
FYI the "scratch & dent section" starts at 10-15% off and gets marked down in 45 day intervals after that. Also, I'm surprised they delivered a dented fridge, at our store we unwrap, inspect then shrink wrap customers appliances primarily for that reason.
Good luck!
rj2828
Greedy Member
posted: May. 27, 2008 @ 4:31p
cmcdan1524 said: You really want a heavily discounted appliance.
Either take the delivery of the new fridge or live with the one that was delivered.
Sears needs to make a profit, and can't compensate you because you're angry and frustrated because your fridge went out and you had to pay "full" price. You probably already got 10 percent or more for a credit card offer or some other promotion and you just want more. I may be wrong but it doesn't sound like you're being totally honest and thats just my interpretation of this thread. (You haven't even seen the "dent" yet.)
Interesting - what part of it seems dishonest?
With regards to a credit card offer - where did you get that? If you would like to point out any such offer on Sears' website (or this or any other deals forum), I'd welcome it. What I got (and what I clearly stated above) was a free delivery after MIR.
I'm thinking more free market capitalism than anything else - a new fridge cost $1400. One in the dented section would cost far less.
I paid for a new fridge. I received one that should belong to the dented section. If you paid for a new car and received a damaged one, would you accept it?
I spoke with Sears - they offered $100 off. The fridge is going back, where Sears will have to bring it back to the warehouse, restock it, then sell it for 10-30% off (per what I managed to see at my local Sears, YMMV based on Taro's post above but they apparently start at 10%, which would be $140).
I'm not angry, just disappointed. What I wanted was what I paid for - a new fridge, delivered today at the price I paid for it. What I got was 10 minutes spent on the phone with a CSR collecting my personal information (which was already in their system), and an opportunity to spend my Sunday at home waiting for a new fridge. The delivery crew that came out didn't have the decency to hook up the water line (which was preexisting, and would've taken no more than 5 minutes), despite being tipped. I'll also be out of pocket for a second tip to the crew who show up on Sunday. And now, I'll probably be hesitant to stock up on much, since who knows if I'll have a working fridge again on Sunday.
I'll take the new fridge. It'll cost Sears more, and their profit will be less than had they just met me halfway on the damage. Instead, I'll bear with the inconvenience because it's not worth it otherwise.
I do know this much - the aggravation in both cases was not merited, and this is the last purchase I make at Sears.
search consumerist.com for Sears for viable options
rj2828
Greedy Member
posted: May. 27, 2008 @ 4:36p
TaroReadr said: The minimum they will give you is 5%. You can push for more or have them deliver the new one when you choose, not them. They SHOULD let you pick the day but might be jerks about that too. The last thing they want to do is have to take it back without getting you to take another so that is your best leverage. I've given up to 20% off but DM would never approve higher. I doubt they'll give you any % off AND a new fridge. They've never allowed us to do that...EVER. If the dent is hidden and will probably always be hidden, push for at least 20%.
FYI the "scratch & dent section" starts at 10-15% off and gets marked down in 45 day intervals after that. Also, I'm surprised they delivered a dented fridge, at our store we unwrap, inspect then shrink wrap customers appliances primarily for that reason.
Good luck!
Thanks Taro - my wife called me and reported that the dent is visible, and she'd rather send it back. I called CS, and was told the best they could do was $100 (which is roughly 7%), so it's heading back. There was no budge when I pressed for it, so I opted for the new fridge. At no point did I think they'd offer money *and* send across a new fridge (which would be great for me, but unrealistic).
The bigger problem for me in all this is I paid a premium with Sears because they could deliver the fastest, and in the end, I really won't have a fridge until next Sunday. They also had a model that I was interested in, but the earliest they could deliver that was.....Sunday. So in the end, I have just about as much time without a fridge, but I paid $300 more than I should have.
I appreciate the guidance though.
rj2828
Greedy Member
posted: May. 27, 2008 @ 6:48p
One last update here - I came home to see the dent, and there's no amount of money Sears could give me to keep this thing. It's not just dented, there's a huge bulge towards the bottom of the fridge. From the looks of it, I'd say someone dropped it from a few feet high, onto one corner causing the metal to buckle.
The chances that it didn't suffer some kind of damage internally are probably slim. So it was a moot point altogether, but thanks again Taro for the advice. I just hope the next unit arrives in one piece.
That's insane. The Sears outlet stores are full of returned fridges that were delivered dented. You can always find them anwhere between 25 and 75% off of the original retail there, so I can't believe they would only go 7% for you. I guess they would rather pay to ship another one, pay a delivery guy to swap out the old one, pay to cart it off to the outlet, then sell it for a fraction of what they could have sold it to you for. Only in America!
rj2828 said: cmcdan1524 said: You really want a heavily discounted appliance.
Either take the delivery of the new fridge or live with the one that was delivered.
Sears needs to make a profit, and can't compensate you because you're angry and frustrated because your fridge went out and you had to pay "full" price.
You probably already got 10 percent or more for a credit card offer or some other promotion and you just want more.
I may be wrong but it doesn't sound like you're being totally honest and thats just my interpretation of this thread. (You haven't even seen the "dent" yet.)
With regards to a credit card offer - where did you get that? If you would like to point out any such offer on Sears' website (or this or any other deals forum), I'd welcome it. What I got (and what I clearly stated above) was a free delivery after MIR.
I'm thinking more free market capitalism than anything else - a new fridge cost $1400. One in the dented section would cost far less.
I paid for a new fridge. I received one that should belong to the dented section. If you paid for a new car and received a damaged one, would you accept it?
I spoke with Sears - they offered $100 off. The fridge is going back, where Sears will have to bring it back to the warehouse, restock it, then sell it for 10-30% off (per what I managed to see at my local Sears, YMMV based on Taro's post above but they apparently start at 10%, which would be $140).
I'm not angry, just disappointed. What I wanted was what I paid for - a new fridge, delivered today at the price I paid for it. What I got was 10 minutes spent on the phone with a CSR collecting my personal information (which was already in their system), and an opportunity to spend my Sunday at home waiting for a new fridge. The delivery crew that came out didn't have the decency to hook up the water line (which was preexisting, and would've taken no more than 5 minutes), despite being tipped. I'll also be out of pocket for a second tip to the crew who show up on Sunday. And now, I'll probably be hesitant to stock up on much, since who knows if I'll have a working fridge again on Sunday.
I'll take the new fridge. It'll cost Sears more, and their profit will be less than had they just met me halfway on the damage. Instead, I'll bear with the inconvenience because it's not worth it otherwise. GiorgioArmaniBeauty .com
I do know this much - the aggravation in both cases was not merited, and this is the last purchase I make at Sears.
I have a sudden urge to buy beauty supplies....maybe from a company such as GiorgioArmani
I would just ask for a refund and search for a better deal. I bought a Maytag from Sears a couple of weeks ago for 20% off but made the mistake of researching after the purchase. I found a place on line with a better price , and a better price on the warranty. If they are making you wait just buy a big ice chest and some ice and camp out until the new one comes in.
Just have them take this fridge back and send you a new undamage one. Don't accept the next fridge unless it's damage free. They are not going to give you much credit once you take the fridge and complain later. FWIW.. Your dented fridge will go back to the outlet store and sell for about 30%-50% off. That's about what they are worth once it hits there (especially if it's used)
I purchased a side by side from Sears outlet a few years back for 50% off and the only problem was scratched handles.
It's not a Sears thing. This is how things work when store uses delivery companies. Try to get some furniture deliver and you will find it 10x more frustating. My worse experience was purchasing a set of leather living room set. When it was all said and done 6 months from the purchase date, I got a full refund and they took all their furniture back. I didn't get reimburse for all my time off work or time calling CSR to complain.
TaroReadr
Member
posted: May. 28, 2008 @ 10:11p
Boy they really scr3wed you on that one. I'd be more than disappointed, I'd be escalating that up to onesource. I also would have given you 15 right off the bat but I did get in trouble a lot too LOL. Oh well, at least now you get to inspect before accepting the next one.
Sears did the same thing to me several years ago. They offered me $100 to keep the fridge or they said they would bring me a new one. I asked for a new one. they delivered it several days later but allowed me to use the dented one until then.
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