Sears.com - Sears.com: Bait and Switch?

Posted on Wednesday, November 14th, 2007 at 2:16pm CST by fc997ab5

Product: Bravia 46 in. LCD Flat Panel Integrated HDTV, S-Series

Company: Sears.com

Location: US

URL: http://www.sears.com/shc/s/p_10153_12605_05771674000P?filter=Brand%7CSony&vName=Computers+%26+Electronics&cName=Televisions&sName=LCD+TVs

Category: Other

Hello.

I am writing to make a formal complaint against Sears.com. Over the weekend, I spent hours online at Sears.com placing an order for the item listed below. Today I received an Email (also copied below ) that canceled the order for dubious reasons. In turn, I called the customer service number indicated in the message intent on speaking to someone about the canceled order. I received an automated answer and pressed the buttons as instructed to speak with a customer service representative. Three times, when the call was finally directed to a rep., the line was disconnected! I was able to connect with a live person on the fourth attempt. The associate told me that the system was down and she was not able to look up my order. I asked when she thought the system may be up again and she said that they hoped within the hour. I then asked to have someone contact me whne the system was online again but I was told that it was impossible and that I would need to call again. Since I found that answer unacceptable, I asked to speak with a manager. I was transferred albeit to another associate. After explaining my whole scenario to her, she told me that I was speaking to an associate instead of a manager and offered to remain on the line until I was transferred to a manager. Ryan identified herself as such and after explaining my frustration and dissatisfaction with the lack of service received, she repeated all of the same lines (so sorry, the item was advertised as a closeout, etc.) to me. However, I went online and located the same item still listed on the Website and there is not any indication that the item is either unavailable or a closeout or anything else that would prevent me from receiving the item! When I pointed that out to Ryan, she insisted that the TV was identified as a closeout. I asked her to indicate that to me and was told that it no longer was identified as such but the TV was not available for purchase anyway and no substitute was available. So, I have spent (and wasted) hours online as well as nearly 90 minutes on the phone and Email trying to purchase an advertised item to no avail.

As I mentioned, I copied the item from the Sears.com Website (the full page appears at the bottom of this message.) There is no indication that the item is unavailable! I am completely frustrated and disappointed that Sears misrepresents merchandise. I definitely feel that a bait and switch has occurred since Ryan offered to order another TV at a greater expense for me.

Sony Bravia 46 in. LCD Flat Panel Integrated HDTV, S-Series

Sears item #05771674000 Mfr. model #KDL-46S2010

$1799.88

Save $700.11

thru 11/17/07

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Availability for home delivery varies by location.

Buy Online - Pickup in Store Eligible

Overall Rating: 5

Dear ,

Thank you for shopping at Sears.com. Unfortunately, due to either the demand for the item(s) that you ordered or the method of your payment; we were unable to process your order. Consequently, we will be canceling your order for the item(s) listed below.

??? No charge will be assessed to your credit card ************5953

Canceled Items for this Address:

Item #: 05771674000

Bravia 46 in. LCD Flat Panel Integrated HDTV, S-Series

Qty. Canceled: 1

Date Canceled: 14-Nov-2007

Price: $1,799.88

Item #: 000HD999000

HOMEDELIVERYCHARGE

Qty. Canceled: 1

Date Canceled: 14-Nov-2007

Price: $65.00

YOUR PERSONAL ORDER INFORMATION

===============================

Billing Address:

Order Date: 11-Nov-2007

Order Number: 9559546

Payment Method: Sears Card ****************

Subtotal: $1,774.89

Discount: $-89.99

Tax: $85.49

Shipping Fee: $0.00

Total: $1,860.38

We sincerely apologize for any inconvenience this may cause you. Please revisit us at www.sears.com to find a substitute product or why not let a Sales Associate help you find what you need in a store? Locate your local store.

If you have any comments or questions, please e-mail us at [email protected] or call us at 1-800-349-4358.

Best regards,

Sears.com Customer Care

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Buying Guide

Accessory:

RCA Digital AV Cable, 3 ft.

Sears item # 05760047000

$14.99

In stock for delivery

RCA S-Video Cable, 6 ft.

Sears item # 05760054000

$14.99

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RCA HDMI-to-HDMI Cable, 6 ft.

Sears item # 05760168000

$45.99

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Belkin HDTV Essentials Kit

Sears item # 05760300000

$49.99

In stock for delivery

Sony Bravia 46 in. LCD Flat Panel Integrated HDTV, S-Series

Sears item# 05771674000 Mfr. model# KDL-46S2010

________________________________________

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Reviews(4)

See product info from Sony See product info from Sony See product info from Sony

Featuring the latest technologies and a crisp, high-definition picture, the KDL-46S2010 is perfect for watching sports, movies or TV. Utilize the PC connections of the BRAVIA??? Sony?? S-Series Digital LCD Flat Panel TV for an incredible display that can even be used for multimedia presentations in the office. For superior sound, tune into the SRS TruSurround XT??? audio technology, along with digital audio enhancement and amplification.

Click Here for Sony HD Test Drive promotion

16:9 Aspect Ratio; 1366 x 768 HD panel resolution

Bravia Engine??? PRO Video Processor

Digital audio amplifier

Light sensor backlighting control

Space-saving bottom speaker design

Picture Freeze function; Timer (On/Off/Sleep)

VESA compliant mounting holes

1 PC input, 2 Component Video Inputs, 2 S-Video inputs, 3 Composite Video inputs

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Overall Rating

5 5

3 of 4 (75%) customers would recommend this product to a friend.

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Number of reviews:4

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Product Reviews

Product Reviews Review This Product

Overall Rating:

5 5

Awsome Picture Quality!, June 3, 2007

By BradL from Ogden, Utah

Performance:

5 5

Image Quality:

5 5

Audio Quality:

5 5

Features:

4 5

"Purchased this particular model back in October of 2006 and have not been disappointed with it yet. Crisp, clean, clear picture in any light. Easy to manuever through channels and great sound. My only disapointment was that there was only 1 HDMI input and with this next generation of electronics, could use at least 2 HDMI inputs. This is the only reason I gave it "4 stars" in rating the Features. High quality, with a great warranty."

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Overall Rating:

5 5

great tv, May 7, 2007

By maritza from riverside

Performance:

5 5

Image Quality:

5 5

Audio Quality:

5 5

Features:

5 5

"this lcd tv is the best tv I had.best picture best sound and what i really love the most is that it saves energy i could really see the amount of money i saved when i got my electricity bill. Because before i had a big screen tv and not only did it took alot of space but it wasted alot of energy. I really recommend this tv."

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Overall Rating:

5 5

great buy, April 26, 2007

By barrettma from Oswego county

Performance:

5 5

Image Quality:

5 5

Audio Quality:

5 5

Features:

5 5

"we purchased this tv to watch the Daytona 500 - it is a great tv to watch any sport - easy set up - out of the box & turn it on - light weight and fit on the small stand we already had for our 27" - best tv we have every had"

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Overall Rating:

5 5

beautiful picture, April 22, 2007

By allie78 from New Hampshire

Performance:

5 5

Image Quality:

5 5

Audio Quality:

5 5

Features:

4 5

"This TV has an amazing picture. I could not tell the difference between this TV and a 180p TV that was right next to it. The clarity is amazing!"

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$1799.88

Save $700.11

thru 11/17/07

Rebate Details

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1 Comment

1e0ea661, 2008-11-17, 07:24PM CST

ilowe sears they have a lot of stuff that i need and it is cheap.

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