Sears

SEARS

OAKLAND MALL S/C

300 W 14 MILE RD

TROY, MI 48083

(248)597-4100

To whom it may concern:

I purchased an air compressor from Sears last weekend for my husband's Valentines gift. When he opened his present it was clear that the compressor was damaged - part of the motor was dangling by 2 long bent bolts. This morning (Thursday) I had my husband load the compressor into the car and I drove to the Sears return center/loading dock. When you go in you scan your receipt and then there is an overhead sign that tells how long you have been waiting. Within minutes the sign showed that I had been served. So I thought maybe they were intending to help me but got side-tracked. Meanwhile they are waiting on all the other customers who have come in after me. So I went up and scanned my receipt again. Within minutes the sign showed that I had been served - again noone was bothering to help me. 52 minutes after I arrived a Sears employee comes out and hands a gentleman who had been waiting 10 minutes a certificate for 10% off his next purchase. The gentleman was surprised and asked what it was for, the employee said it was because he was having to wait so long. The gentleman said, well in that case you need to give one to that lady over there because she has been here longer than I have. The Sears employee looks at my receipt with disgust and hands it back to me saying she is just returning something. 10 minutes later another woman comes in with a return and what do you know her name shows up as immediately served after she scans her receipt. By that point I was incredibly annoyed, so everytime they posted my name as having been served, I scanned my receipt again. The other woman did the same thing. Finally 126 minutes after I arrived a very angry sears employee unloaded the defective air compressor from my car.

At this point I should of just taken my refund and RAN. But my husband really

wanted the air compressor, so I went over to the tools counter and purchased

a replacement air compressor. So I had to revisit the loading dock again.

This time since I was purchasing something my wait time was 3 minutes.

Unfortunately the same employee who unloaded the defective item, loaded

the replacement item. He was less than careful and now I have two 6inch long

by 1/2 inch wide paint free areas on my car's bumper from his carelessness.

I called the Sears store and got forwarded around to multiple people, each who

said I needed to talk to someone else. The last person just hung up.

If the Sears store is using the amount of time it takes to serve someone as a measure of productivity or customer satisfaction. They need to know that their employees

are faking the system out.

If it is the Sears store's policy to give poor service to people returning items, they need to reconsider this policy as it was not my fault that they sold me defective merchandise. I was already annoyed that I spent hundreds of dollars on a defective air compressor. Then they made me wait over 2 hours before they would unload the merchandise.

Thank you for reading my complaint,

Marie

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