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TheStreet Open House

Sears Needs to Work on Customer Care

Stocks in this article: SHLDAMZNWMT

This week, Sears held its quarterly "Friends and Family" sale. If you're a member of the "Sears points club" and are willing to receive emails from Sears, they will record your sales, and you earn points to buy more products at Sears.

This weekend I tried to order a grill on sale. The grill-description page on Sears.com displays the grill and the sale price. However, when I tried to place the grill into the basket, it displayed the non-sales price.

After adding the above grill to the cart, Sears.com displayed the following page:

After ascertaining if I was clicking the right button or not, I noticed and clicked on a customer service link. To my surprise, Sears offers 24/7 customer service chat. I took the above screen shots to document what I was trying to buy and the displayed price for the customer service person.

The service agent confirmed the product and the price and stated: I see that the pricing error is a website error. I will place the order for $474.99 and refund $74 after placing the order." A refunded amount of $75 was correct, but I let it go and didn't say anything. Then my fun with customer service chat begins. Here is the conversation in part.

Neal: I have reviewed your item at the checkout page and I am glad to inform that you have an option to purchase 'Sears Master Protection Agreement' on your appliance for a period of 5 years or 3 years at a very competitive price and with great benefits.
Neal: Let me explain that for you.
Neal: The protection agreement will give you unmatched service around 24 hours and 7 days a week, if you need any repair on the appliance within the covered period of time.
Neal: Plus, you will have annual tune up service at your convenient time; this will definitely prolong the life of the appliance.
Neal: In addition to this, you can get the item replaced if there are more than 4 repairs in a year.
Neal: Our 5-Year In-Home Repair Protection Agreement (best value) adds $149.99.

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