I'm really sorry for your troubles and it DOES help to complain politely, rationally, and in writing. We had success with Sears just today. Once in a while, you can win one from a large company.
Last week, my wife, Dorothy, went to Sears to buy a Christmas tree which was on sale for one day only. Long story short (else I'll have a big rant going here), they sold her a tree they didn't have. She waited forever in package pickup before someone told her they didn't have it. Both the pickup person and the operations manager in package pickup were uncaring, insufferably rude, and basically told her "So go get a refund and buy something else!" Back at the seasonal department, they gave her the refund along with a hard time about getting a raincheck.
I get mad, write a long, but polite letter of complaint to the store manager, including their "In-stock policy" from the bottom of the ad and cc. the president of Sears and their Vice-prez of customer service __by name__ and with the proper address. The upshot - the store manager personally delivered the tree to me at customer service today with an apology - 100% free of charge!!
YES!!!! It feels so good to win!!!!!!! [^]
Hope everything works out for you. Your new look will be worth the wait!
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