This Is Why People Go Postal

[SueK]

I'm so mad I can't see straight. Here's a rundown of a portion of something I posted on Sat night:
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We bought a riding mower at Sears in August, and it was delivered in Sept. A month later it broke. We had purchased an at home repair warranty for $250 so we scheduled service. Day before they were due here, they called to rescheduled, which we did. Then we had to reschedule because I was being induced. Twice since then they've rescheduled.

Bottom line: We spent several thousand dollars on this thing, plus a snow plow attachment. To date, we were able to use it for only a month. Since then, we haven't cut our grass since Oct and now, with 10" of snow on the ground, we can't even use it to plow snow.

They were due to come here on Monday to fix it. They called today to say they'd have to reschedule and I called back and totally vented to the person who answered. She said she'd have the technician themselves call back w/in an hour. Three hours later? No call! I called the 800# again and conveniently, the technicians are done for the day. I sent them a scathing email, too.
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To add to this, while I had DD at the bus on Monday, they left this nonchalant phone message saying "Can't come today, if you want us to come on Dec 24th, call us".

So finally TODAY I get this reply to my original email:

Thank you for contacting us.We are sorry, we do not carry the same merchandise as the retail store.We have 3 websites for clothing only:

searssmartchoice.com for misses clothing.
searswomensview.com for women's plus sizes
searsbigandtall.com for men's clothing.

Any other website you click on is probably for the retail
store and we are in no way affiliated to them.Please contact sears.com for retail store products and or services.

Sorry for any inconvenience. We look forward to serving you in the near future.

Sincerely,

Sandra 78986
Customer Service
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Okay, this so called Customer Service person obviously read my email but then what??? Sending me links to Sears clothing websites? Like I'm ever going to shop there again?

My blood is just boiling about this. Despite the 15 degree weather, I'm hauling myself and the baby out to our local Sears tomorrow to talk to the manager.

Vent over. I know I'm just one drop in the bucket when it comes to their customer base, but I swear I will never set foot in that store again - except for this week to cancel my warranty and my account!

[boisewinesnob]

Wow! That is so terrible :mad: . If I were you, I'd definitely call the store and set up an appointment with a mgr, or whoever you're planning to talk to. Wouldn't it be horrible to get there with your baby and then have them say "oh, he's gone for 2 days", or some other thing. That would just inconvenience you and make you more upset!

I think they should replace it with a new one and refund your "home warranty", since they have decided not to honor it anyways . If they did something like that you'd at least be compensated for your troubles!

[swquilts]

I'd have them pick the piece of doo up and refund your money. There are lots of other places that sell them....be sure to tell them that too!!!

Agghhhhhhh.....I shop at Sears under duress.

[KristaMB]

Originally posted by boisewinesnob
If I were you, I'd definitely call the store and set up an appointment with a mgr, or whoever you're planning to talk to. Wouldn't it be horrible to get there with your baby and then have them say "oh, he's gone for 2 days", or some other thing. That would just inconvenience you and make you more upset!

If you decide to call ahead, let me give you a little tip. I have to frequently call Sears stores for my job and they have the most irritating automated phone system, just to add insult to injury. Usually they will give you two options 1) store hours 2) store information. Select the "store information" option, then the automated system will ask you which department you would like. Say "hub office." This annoying automated lady will probably ask you to repeat it, then you will be transferred. Don't let whoever answers blindly transfer you to a manager's extension. Most of the time they are not in their office and they do not have voicemail. Insist that whoever answers at the hub office get a manager on the phone for you.

Sorry that you are dealing with this. My brother had a similar experience with his push lawnmower. It leaked, they would "fix" it, it leaked in his truck on the way home, over and over. He finally went to the store and refused to leave until they gave him a new one. I hope you have better luck!

[SueK]

Just thought I'd post a somewhat humorous update. I ended up dealing with the mgr of the lawn dept that week and he managed to get somewhere here ASAP to fix the problem.

So, I called this weekend to get hold of the General Manager of this Sears store and followed Krista's instructions (thanks Krista!) and I kept getting disconnected! So I called the Lawn Dept again and asked for the guy I dealt with and he was in a meeting. So I explained to the guy that I was calling to thank this man, and also pass along a good word to the GM and he put me through to the manager's office and it just rang about 30 times before I gave up.

I guess they don't care to talk to customers even when you have something good to say. I think all my faith in Sears is lost, despite the fact that the gentleman I dealt with was the first person who actually acted as if they cared. But my faith in customer service still survives!

[Kay Henderson]

What a nightmare! The ironic thing, whether you are complaining or praising is that YOU are doing THEM a favor by providing feedback. If they don't listen, it's their loss.

If you ever have chance to buy a separate snow-blower, we LOVE our Honda.

Kay

[pattyp.]

Thanks, I am in the market for a new washer and dryer, I was thinking of going to Sears but may just go and buy it local. At least with a locally owned store with the owner "in house" I think you may get better service. I bought my fridge locally and had a small problem which was handled promptly. I also thought of going to Lowes, but may do the local store instead. I really feel your pain.

[Jazzmatazz49]

It's a shame that we cannot buy Sears appliances because of their attitude toward customers. They have really good major appliances, but it's not worth the headaches.

[pattyp.]

It is sad. I have always bought Sears appliances, still have a dishwasher which will be replaced soon, not at Sears. My stove is also from Sears as is my washer and dryer. I will not go back there. Not the way it was years ago. I think they are on their way out like Wards. Customer service is so important, it's easy to buy an appliance and very expensive, the least we can expect is decent service and a human voice. I guess I needed to vent too. It makes my blood boil. We also just bought a new hot water tank, not at Sears. Same with lawn mower and snow blower. :mad:

[AD]

Sears must have a serious problem. At the one near where I live, there are never any sales persons around. Even if you want to buy something, they make the process difficult.

[boisewinesnob]

Originally posted by SueK
I guess they don't care to talk to customers even when you have something good to say. I think all my faith in Sears is lost, despite the fact that the gentleman I dealt with was the first person who actually acted as if they cared. But my faith in customer service still survives!

Really you should send a letter to both the head office and c.c. the person you dealt with. It sounds like he's too good to be working there and he might like the letter as something for a future job interview.

pattyp: I just wanted to mention that the Lowe's here is terrible. The people are nice enough, but no one knows how to do anything and a 10-minute trip always ends up to be more like 45 minutes for us. Maybe it's just the one in our city (they seem like there is zero training so maybe this store).

[pattyp.]

I guess I need to do some thinking. At least I'm not in a bind, my machine and dryer are still working. Shop around but I'm leaning towards the local store.

[linsleyd]

Originally posted by boisewinesnob




pattyp: I just wanted to mention that the Lowe's here is terrible. The people are nice enough, but no one knows how to do anything and a 10-minute trip always ends up to be more like 45 minutes for us. Maybe it's just the one in our city (they seem like there is zero training so maybe this store).

it's not just the one in your city! Dh deals with them on remodeling jobs and he has a huge list of problems that they can't seem to handle. No one knows anything about anything there!

[JenXed]

Wow, what a nightmare!
It was very clever of you to say you wanted to give a word of thanks in an effort to try to speak with a manager. Kudos to you!
I've heard many horror stories about my local Sears when it involves large items. A friend sent her riding mower in for repairs and they actually LOST it. The whole mower, gone.
Lowe's has a bad reputation here too, especially their installation teams.
That being said, my husband and I buy all of our major appliances from both places, without the warranties. We know reputable people who work on small engines and appliances and we rely on them for any repair work.
JenXed

[SueK]

Yes, in retrospect, we shouldn't have purchased the at home repair warranty, but DH travels a lot for his job, so we figured it would be helpful to have this warranty and have someone else fix it in case DH was away.

JenXed - that cracks me up that they managed to lose a riding mower. How in the world can you lose something like that??

(Also adding that our Lowe's here is pretty awful, too!)

[ebobbitt]

Isn't it amazing they can sell this stuff but can't seem to service it? Several years ago I purchased a nice push mower from Sears -- you know, self propelled AND electric start. The electric start was very important to me because I HATE pulling that stupid string. Well, the electric start worked about 2 times and started an entire summer of weekly visits from the Sears repair person. Yes, this person was apparently coming to my house to fix the mower but was never successful. And of course, Sears told me they couldn't give me a new one because they no longer carried them. One day I left the mower on my front porch (on purpose) and when I got home it was gone. Yes, someone took it. For a while after that I was scared to come home from work because I was afraid the thief would actually bring it back and leave it.

[Wendy w]

I feel for you. I hate Sears. They love to charge you out the wazoo for extended warranties but can't seem to get it together. Perhaps you should print this thread out and send it to them. :mad:

[SueK]

Too funny - I just got a call from Sears! One of the managers at the center that handles complaints nationwide called me, said she reviewed my emails and our file and apologized for all the hassles. And she gave me her direct line and said if we need it serviced again and run into problems call her directly. And they are sending us a $50 giftcard, too. Chances are I'll spend it and never shop there again after that, but at least someone finally called. I did tell her how much trouble I had even trying to tell someone good things when I called my local store and she is going to get in touch with them as well.

[Gecko]

Sears is not in my good books either. We purchased a BBQ back in September and were advised that if we put it on our Sears card it would be 12 months interest free, so we did. The first statement arrived and the items were listed, there was no interest - so far so good. However the second month's statement arrived and sure enough interest was charged. So I called card services explaining everything and they advised that they could not help me that I must contact the store directly. So I make the effort to go into the store but unfortunately left the statement at home. The store tells me to contact credit services. I tell them that I did and they cannot help me. So they get the manager of the department and he advises that I must bring in the statement and they will "research" it-I have no idea why they can't just do this from my card number. A few days later my husband goes in with the statement and he is told sorry there's nothing I can do to find out the info. Well I am not giving up that easily and will continue to fight this. We weren't given anything in writing when purchasing this item but there are signs everywhere in the store advertising that if you put the item on your card it is interest free for 12 months. Keep your fingers crossed for me - it sounds as though I will need all of the luck I can get.

[SueK]

Gecko- If you want the direct line to the woman I just talked to, let me know and I'll be happy to email it to you!