It’s fall, which means that it’s time for apple cider donuts, driving around to peep at leaves, and summer merchandise on clearance. Paul’s dad caught a really great deal on gas grills, and bought one for him and one for himself. We wouldn’t expect this to be successful, but he managed to get Sears to price-match the sale price then at Kmart.com. Victory! But Sears being Sears, the promised refund disappeared, and Sears magically forgot that their employee had ever promised the price-match.

Paul writes:

So about 2 weeks ago, my father bought 2 grills from Sears.com, 1 for me and 1 for himself. He got Sears.com to price match the price that kmart.com was offering. However, now Sears is saying that they can’t discount the grill and the best they can offer is 10% off. He has spoken with several people in the customer service groups for sears and tonight spoke with a manager named [A]. All of whom, told him that they can’t give him the discounted price that he was quoted. So his card was already charged for the full amount of the grills. He has to either pay the full price of $199 for each grill or return the grills to where he picked them up originally.

I have included the email chains he sent me and even the customer service chat he had where, [D], a Sears rep sold him the grills and said he would be discounted $236 in 3-5 business days. Is that legal? Shouldn’t Sears honor the price that they quoted? My father threatened to cancel his sears card and never shop there again and Amy told him, “That is your choice.” I believe my father will be returning both grills this weekend for a full refund. I just think people should know about how sneaky and awful Sears/Kmart chains can be.

Here’s proof that Slickdeals, a Deal site, had that exact deal at kmart that given day. When we couldn’t get the grill at kmart as it was sold out he got the deal through Sears customer service rep.

Here’s that chat transcript.

Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.
Hi, my name is D., and it is my pleasure to assist you today. May I have your name?
you: Paul

D.: How may I assist you today?

D.: Good Morning, Paul.

you: I am trying to purchase Kenmore 4-Burner Gas Grill with Side Burner Sold by Kmart Item #028W004005537000 Mfr. Model #464424312

you: it shows out of stock in the 2 stores I treid

you: It suggested trying sears

D.: I will be glad to assist you with your purchase.

you: I did so, Sears has it in stock for over $100 more

D.: I am sorry to hear that the item you looking for is out of stock.

you: so why can’t I buy the same item from Sears for the Kmart price.?

you: or why can’t it be shipped to the store for pickup?

D.: I am really sorry for the inconvenience caused to you.

you: and the answer to my 2 questions is?

D.: Are you referring to the Kenmore4-Burner Gas Grill with Side Burner priced at $81.00?

you: yes

D.: That’s a great choice, Paul!

D.: Kenmore quality and performance at an affordable price! With 4 stainless steel burners and 650 square inches of cooking area, this grill is perfect for your outdoor gathering.

you: yes

D.: May I have the area zip code to check the availability?

you: [redacted]

D.: Thank you.

D.: I am sorry, I see that the item is out of stock. However not to worry, Sears has the same item, Paul.

you: I know. But when I tried sears the price was $199, not $81

D.: Please allow me a moment. Let me check my resources.

D.: Thank you for waiting.

D.: Paul, I have checked the resources and I am glad to inform you that I will go ahead and place an order and once the order is placed we will do the manual adjustment so that the refund will be issued within 3 – 5 business days.

D.: Shall we process the order?

you: yes please

D.: Thank you.

D.: Are you a member of our Shop Your Way Rewards Program?

you: not sure

D.: Becoming a member is free and easy. Simply visit http://www.shopyourway.com and you will be eligible to earn points on all your purchases and take advantage of fantastic bonus offers and other great deals. You can even have this purchase applied today.

D.: May I have your email address?

you: [redacted]

D.: Thank you.

D.: Would you prefer store pickup or delivery?

you: store pick up. I pass the [redacted] Sears on the way home from work.

D.: Thank you.

you: I am also close to a sears hardware store in [redacted]

D.: I have selected the [redacted]

you: hey, can I buy 2 of these for that price and get one for my son?

D.: Thank you for the information, Paul.

D.: Just to confirm, do you require 2 in quantity?

you: can I buy 2 of these for that price and get one for my son?

you: if I can yes I would like 2

D.: That’s great!

you: $81 a piece.

D.: Yes, you are correct!

D.: Please allow me a moment, Paul.

you: its a great deal and I know he needs a grill

D.: Thank you.

D.: Please allow me a moment, Paul.

D.: Let me summarize the order details for you.

D.: Kenmore 4-Burner Gas Grill with Side Burner

D.: Sold by Sears

D.: Qty.2 $399.98.

D.: Total $399.98.

D.: Shall I place the order, Paul?

you: and then u make an adjustment and credit me $236?

D.: Yes, you are correct!

you: please place the order then

D.: I would suggest you to contact us back when the item is pick from the store.

D.: We will be glad to assist you and refund the difference amount.

you: contact who?

you: is there a transaction number?

D.: You can chat with us any time after the item is picked from the store, Paul.

you: ok. will be picking it up this evening

D.: While contacting us back please confirm the order confirmation number for the verification purpose.

you: what is the confirmation number

D.: You have made some great choices, and with our 14 Day Price Match and 14 day Price Protection policy, you know you are guaranteed to receive the best price.

D.: Once the order is placed, I will provide you the order confirmation number, Paul.

D.: Shall I proceed with the order?

you: yes please

D.: That’s great!

D.: Thank you for shopping at Sears.com -We have received your order

D.: Order Confirmation Number [redacted].

D.: Within 2 hours, we will confirm the item is ready for pick up with a “Ready for Pick Up” e-mail. Please wait for this e-mail before you go to the store.

you: got it

D.: A confirmation email has been sent to the email you provided us. Please refer to the Order Confirmation Number when contacting us with questions about this order.

D.: We appreciate your business and we want to keep you as a customer.

D.: We hope to see you again soon!

D.: Is there anything else I can assist you with today?

you: thanks. I will call back later today

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