Sears in Canada and $6 - you lose ANOTHER customer

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Sears in Canada should be ashamed of how they treat customers !

When your Sears executives can't figure out why sales are down, why

profit margins are lost, why customer count is down, why you are closing

another store, please show them this letter, and the one below as a

couple examples from the "School of How to Lose Customers and Wreck Your

Business". Much like the letter attached below, I am another

disgruntled customer who has likely spent his last dollar at Sears, just

out of principle. SEARS, KEEP DOING WHAT YOU'RE DOING....YOU TOO WILL

GO OUT OF BUSINESS LIKE SO MANY OTHERS WHO DON'T TAKE CARE OF THEIR

CUSTOMERS. When I call your customer service dept, all they can say is

"I can't do anything about it...it's company policy". Well you know

what Sears?.....for 6 measly dollars, you have lost yet another

customer, because you are so out of touch with reality, that this comes

down to principle and not an issue of $6. Sooooo, what am I so upset

about, that I would write a letter to Sears Canada and others, and make

sure the whole world sees it via other complaint websites, for the world

to see?

Well, I have obviously made the mistake of buying a Sears Craftsman

Garden Tractor/mower. I have been a lifelong Sears customer, bought all

my house's last appliance there, and am now in need of a new

refrigerator...hmmmmm, wonder if I will buy it at Sears.............WELL

BOYS,...THAT WILL HAPPEN WHEN HELL FREEZES OVER !

Soooo, here's the situation.....I bought a Sears tractor that needs an

oil filter replacement every 50 hours, like right now. That's

okay,...your and my vehicle all need that, at regular intervals too. I

checked Canadian Tire (who also sells garden tractors, I might

add...hint, hint), but they don't stock a filter for a SEARS

TRACTOR.....'you can only get that at Sears', says the customer rep at

CT. Off to Sears I go, where I bought the tractor,...a large

multi-national retail store that stocks product for people to buy, that

has many garden tractors in stock. But, on the shelf are not one, but

all of a total of two whole oil filters for something else...wow! The

SEARS (non)service rep says: 'nope, we don't stock it as our managers do

all the ordering and they decide what should be here...we just changed

managers and don't have much of anything here now'. Wow, that instills

confidence. Okay, so this filter isn't in stock, isn't some unique or

exotic part, but instead is needed by every Sears tractor owner, on a

regular basis....a high demand item I'm sure, short shelf life product

for a SEARS GARDEN TRACTOR that you sell on the same floor....I can buy

it there today and take it home....but not an oil filter for it....ohhhh

nooooo ! I have to purchase it from some parts and service desk

elsewhere in the city (opposite end of the city) (I live 1/2 hour south

of Calgary and this SEARS PARTS STORE is in NE Calgary. An hours drive

one way, orrrrrrrrrrrrrrr......I can pay $6 to have it sent to me. If I

want to buy it at the store where I bought the tractor (Southcentre in

Calgary), it will cost $6 to send it there too. #1...I can't buy the

filter for the product you sold me at this store, #2, I am held ransom

for a $15 part that any SEARS tractor owner needs often. Any other

retailer....Home Depot (your competition), Canadian Tire (your

competition too), Walmart (your competition toooooo), Trail Appliances

(your major competition when it comes to appliances....get the point

yet...are you exec-types picking up on this yet? )...they back-order the

product and call when it arrives...no hassle, no extra cost, no problem.

But SEARS....oh no ! Either I have to spend 2 hours driving, or I have

to pay $6 to get a filter that should be in stock or be delivered no

cost to this store to support the product you sell (remember, where I

bought the tractor?...remember?). Please understand me.....I can afford

the $6...that is not the issue. The issue is the principle here....as a

customer, I absolutely resent being charged additional to get a SEARS

part to support a SEARS product sold by SEARS store. Any reputable

business would take an order and get them provided, whether it be for

stock for other customers, or as a special order. But NOT SEARS....oh

no....that will be $6 more.

So, I take a day to cool down and then call your Customer (non)Service

Dept somewhere in Canada. Tabatha advises that Sears keeps a parts

store and it will cost...yes, you guessed it...$6 extra to get this

common filter. Tabatha says "too bad, this is our policy and you have

to order it and pay...I can't do anything about it....it's corporate

policy".

Well you know what Sears?.....you take your corporate policy and stick

it where the sun doesn't shine. This is a part that should be available

almost anywhere, including outside of Sears, or available by order to

that store. What if you had to order a Ford, Chev or Dodge filter for

your vehicle from some remote site....how long would that last?

Know what else Sears?......I'm selling the tractor for whatever I can

get for it (BTW, its a good tractor, but needs a $15 oil filter) and

I'm going to buy one FROM YOUR COMPETITION, then I'm going to go buy

that new refrigerator that my wife wants, FROM YOUR COMPETITION. And

lastly, I have cc'd several consumer groups on the internet to expose

just how poorly Sears serves (or not, in this case) their

customers....who are now former customers. You might get my $6 this

time, but it won't happen again.

Just thought a few of you in North America would like to know more about

Sears. For those of you who are reading this and contemplating buying

something from SEARS.....DON'T. They don't support what they sell.

Glen

Calgary Alberta

Sears Restocking Fee / Open letter to Sears President

November 14, 2005

Mr.. Aylwin Lewis

Sears Holding Corporation

3333 Beverly Blvd

Hoffman Estates, IL 60179

Dear Mr. Lewis,

I am writing to you today about 15 dollars. 15 dollars that represent

the amount that I was to be charged, as a "restocking fee" when I was

returning a DVD/VCR Player because it did not have all the features I

had expected and the packaging seemed to indicate that it had. 15

dollars that prevented me from spending the addition 20 dollar I planned

on spending to get the the unit that did have the features that wanted.

15 dollar that will cause you to loose me as a customer, and if you

check your records you will see that I spend a fair amount of money at

your stores. And finally, 15 dollars that will cost you a hundred or a

thousand fold in paperwork and time consumed, because I and a simply and

honest man and when someone tells me, in front of my 3 year old son,

that if I break something I will get my way, then I feel I have to take

it upon myself to prove to him that that is wrong.

I purchased a VCR/DVD Player on 11/05/2005 from Sears store #01584 in

Victor NY. The young salespeople on hand that Saturday afternoon were

far to busy talking to each other behind the counter to help me, so I

located what looked like a quality unit from a reputable vender,

Toshiba. The Box stated that it had a "Full Function Remote Control". I

had no way of knowing, or reason to suspect, until I set it up that the

control did not have a functional ability to control the volume on the

TV. I returned the unit to the Store the following Saturday (11/12/2005)

in the original box with all components. I was looking to "Upgrade" to a

unit that had the features that I wanted. I was told that there would be

a 15% restocking fee. I asked for the manager and Mr. Paul Winfield

confirmed this was the policy even though I was looking to spend more

money to upgrade. At this point, Mr. Winfield left to "check into

something for me" he never returned, leaving me for 30 minutes to try to

control a 3 year old boy who wanted to touch everything in the

department. Finally, the clerk went to look for him and on his return he

told, again, me nothing could be done. I asked him about the extended

warranty that I had purchased and was told that if there was the

slightest defect that I could return it for a full refund. The clerk

told me that this was true, if I brought the unit back damaged I would

get a full refund, without a fee. I confirmed this with him several time

because I was incredulous that he was implying that if I broke the unit

then my problem would be solved. He could not exchange the unit because

I was under serviced and misrepresented, but he could however give me a

full refund if I broke the unit.

I called the Consumer Support Line (800)549-4505 and the first woman,

Kim, that I spoke to gave me the same information: misrepresented = 15%

restocking fee, broken = full refund. I asked her this several times and

said "Do you understand what you are telling me I have to do?". Her

response was "Yes Sir". I asked for her Supervisor and was put on with

Connie (ID #67819). To her credit Connie was the first person who said

that she "Could not condone me taking a hammer to it". Connie also

informed me that since I had already tried to return the unit my account

had been "flagged" that would make it difficult to return for a defect

in the future. So now, on top of being misrepresented and told to do

wrong things in front of my son, I was also Blackballed and would find

it very difficult to get a refund even if an actual defect should occur.

I asked for Connie's supervisor and was told she was the top of the

line. And that's what brings me to you, Mr. Lewis. But as I fould out it

really doesn't. The chances are very slim that you will ever find out

about the problems in you Company. Because as Connie informed me, all

such letters are sent to Her Group. So, the Inmates run the Asylum and

my chances for satisfaction, through Sears, are very slight. That is why

I have taken the liberty to notify State and Federal Consumer Agencies

as well as my Congressman. In addition, I will start to contact several

Watch Dog groups and News Outlets. All of this over 15 dollars.

chris

Glen Brosinsky

Asst Team Lead

EUB Field Surveillance

Midnapore Field Centre - Calgary

(403)297-6971, Cell: (403)333-7915 Fax:(403)297-5283

Email User

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<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>Sears in Canada

should be ashamed of how they treat customers !</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007></SPAN></FONT> </DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>When your Sears

executives can't figure out why sales are down, why profit margins are lost, why

customer count is down, why you are closing another store, please show them this

letter, and the one below as a couple examples from the "School of How to Lose

Customers and Wreck Your Business".  Much like the letter attached below, I

am another disgruntled customer who has likely spent his last dollar at Sears,

just out of principle.  SEARS,  KEEP DOING WHAT YOU'RE

DOING....YOU TOO WILL GO OUT OF BUSINESS LIKE SO MANY OTHERS WHO DON'T TAKE CARE

OF THEIR CUSTOMERS.  When I call your customer service dept, all they can

say is "I can't do anything about it...it's company policy".  Well you know

what Sears?.....for 6 measly dollars, you have lost yet another customer,

because you are so out of touch with reality, that this comes down to principle

and not an issue of $6.  Sooooo, what am I so upset about, that I would

write a letter to Sears Canada and others, and make sure the whole world sees it

via other complaint websites, for the world to see?</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007></SPAN></FONT> </DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>Well, I have

obviously made the mistake of buying a Sears Craftsman Garden

Tractor/mower.  I have been a lifelong Sears customer, bought all my

house's last appliance there, and am now in need of a new refrigerator...hmmmmm,

wonder if I will buy it at Sears.............WELL BOYS,...THAT WILL HAPPEN WHEN

HELL FREEZES OVER !</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>Soooo, here's the

situation.....I bought a Sears tractor that needs an oil filter replacement

every 50 hours, like right now.  That's okay,...your and my vehicle all

need that, at regular intervals too.  I checked Canadian Tire (who also

sells garden tractors, I might add...hint, hint), but they don't stock a filter

for a SEARS TRACTOR.....'you can only get that at Sears', says the customer rep

at CT.  Off to Sears I go, <U>where I bought the tractor</U>,...a large

multi-national retail store that stocks product for people to buy, that has many

garden tractors in stock.  But, on the shelf are not one, but all of a

total of two whole oil filters for something else...wow!   The SEARS

(non)service rep says: 'nope, we don't stock it as our managers do all the

ordering and they decide what should be here...we just changed managers and

don't have much of anything here now'.  Wow, that instills

confidence.  Okay, so this filter isn't in stock, isn't some unique or

exotic part, but instead is needed by every Sears tractor owner, on a regular

basis....a high demand item I'm sure, short shelf life product for a SEARS

GARDEN TRACTOR that you sell on the same floor....I can buy it there today and

take it home....but not an oil filter for it....ohhhh nooooo !   I

have to purchase it from some parts and service desk elsewhere in the city

(opposite end of the city) (I live 1/2 hour south of Calgary and this SEARS

PARTS STORE is in NE Calgary. An hours drive one way, orrrrrrrrrrrrrrr......I

can pay $6 to have it sent to me.  If I want to buy it at the store where I

bought the tractor (Southcentre in Calgary), it will cost $6 to send it there

too.  #1...I can't buy the filter for the product you sold me at this

store, #2, I am held ransom for a $15 part that any SEARS tractor owner needs

often.  Any other retailer....Home Depot (your competition), Canadian Tire

(your competition too), Walmart (your competition toooooo), Trail Appliances

(your major competition when it comes to appliances....get the point yet...are

you exec-types picking up on this yet? )...they back-order the product and call

when it arrives...no hassle, no extra cost, no problem.  But SEARS....oh no

!   Either I have to spend 2 hours driving, or I have to pay $6 to get

a filter that should be in stock or be delivered no cost to this

store  to support the product you sell (remember, where I bought the

tractor?...remember?).  Please understand me.....I can afford the

$6...that is not the issue.  The issue is the principle here....as a

customer, I absolutely resent being charged additional to get a SEARS

part to support a SEARS product sold by SEARS store.  Any reputable

business would take an order and get them provided, whether it be for stock for

other customers, or as a special order.  But NOT SEARS....oh no....that

will be $6 more.</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>So, I take a day to

cool down and then call your Customer (non)Service Dept somewhere in

Canada.  Tabatha advises that Sears keeps a parts store and it will

cost...yes, you guessed it...$6 extra to get this common filter.  Tabatha

says "too bad, this is our policy and you have to order it and pay...I

can't do anything about it....it's corporate policy".</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007></SPAN></FONT> </DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007><STRONG>Well you

know what Sears?.....you take your corporate policy and stick it where the sun

doesn't shine.</STRONG>  This is a part that should be available almost

anywhere, including outside of Sears, or available by order to

that store. What if you had to order a Ford, Chev or Dodge filter for

your vehicle from some remote site....how long would that

last?  </SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>Know what else

Sears?......I'm selling the tractor for whatever I can get for it  (BTW,

its a good tractor, but needs a $15 oil filter) and <U>I'm going to buy one

FROM YOUR COMPETITION</U>, then I'm going to go buy that new refrigerator

that my wife wants, <U>FROM YOUR COMPETITION</U>.  And lastly, I have cc'd

several consumer groups on the internet to expose just how poorly Sears serves

(or not, in this case) their customers....who are now former customers. 

You might get my $6 this time, but it won't happen again.</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007></SPAN></FONT> </DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>Just thought a few

of you in North America would like to know more about Sears.  For

those of you who are reading this and contemplating buying something

from SEARS.....DON'T. They don't support what they

sell.</SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007></SPAN></FONT> </DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007>Glen </SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN class=864160422-21062007>Calgary

Alberta  </SPAN></FONT></DIV>

<DIV><FONT face=Arial size=2><SPAN

class=864160422-21062007></SPAN></FONT> </DIV>

<DIV>

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<P><FONT face="Arial, Helvetica, sans-serif" size=2><B>Sears

Restocking Fee / Open letter to Sears

President</B><BR></FONT></P></TD></TR>

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<TD bgColor=#ffffff colSpan=5 height=40><FONT

face="Arial, Helvetica, sans-serif" size=2>November 14,

2005</FONT></TD></TR></TBODY></TABLE>

<TBODY>

<TR>

<P><FONT face="Arial, Helvetica, sans-serif" size=2><BR>Mr.. Aylwin

Lewis <BR>Sears Holding Corporation <BR>3333 Beverly Blvd

<BR>Hoffman Estates, IL 60179 </FONT></P>

<P><FONT face="Arial, Helvetica, sans-serif" size=2><BR>Dear Mr.

Lewis, </FONT></P>

<P><FONT face="Arial, Helvetica, sans-serif" size=2>I am writing to

you today about 15 dollars. 15 dollars that represent the amount

that I was to be charged, as a "restocking fee" when I was returning

a DVD/VCR Player because it did not have all the features I had

expected and the packaging seemed to indicate that it had. 15

dollars that prevented me from spending the addition 20 dollar I

planned on spending to get the the unit that did have the features

that wanted. 15 dollar that will cause you to loose me as a

customer, and if you check your records you will see that I spend a

fair amount of money at your stores. And finally, 15 dollars that

will cost you a hundred or a thousand fold in paperwork and time

consumed, because I and a simply and honest man and when someone

tells me, in front of my 3 year old son, that if I break something I

will get my way, then I feel I have to take it upon myself to prove

to him that that is wrong. </FONT></P>

<P><FONT face="Arial, Helvetica, sans-serif" size=2>I purchased a

VCR/DVD Player on 11/05/2005 from Sears store #01584 in Victor NY.

The young salespeople on hand that Saturday afternoon were far to

busy talking to each other behind the counter to help me, so I

located what looked like a quality unit from a reputable vender,

Toshiba. The Box stated that it had a "Full Function Remote

Control". I had no way of knowing, or reason to suspect, until I set

it up that the control did not have a functional ability to control

the volume on the TV. I returned the unit to the Store the following

Saturday (11/12/2005) in the original box with all components. I was

looking to "Upgrade" to a unit that had the features that I wanted.

I was told that there would be a 15% restocking fee. I asked for the

manager and Mr. Paul Winfield confirmed this was the policy even

though I was looking to spend more money to upgrade. At this point,

Mr. Winfield left to "check into something for me" he never

returned, leaving me for 30 minutes to try to control a 3 year old

boy who wanted to touch everything in the department. Finally, the

clerk went to look for him and on his return he told, again, me

nothing could be done. I asked him about the extended warranty that

I had purchased and was told that if there was the slightest defect

that I could return it for a full refund. The clerk told me that

this was true, if I brought the unit back damaged I would get a full

refund, without a fee. I confirmed this with him several time

because I was incredulous that he was implying that if I broke the

unit then my problem would be solved. He could not exchange the unit

because I was under serviced and misrepresented, but he could

however give me a full refund if I broke the unit. </FONT></P>

<P><FONT face="Arial, Helvetica, sans-serif" size=2>I called the

Consumer Support Line (800)549-4505 and the first woman, Kim, that I

spoke to gave me the same information: misrepresented = 15%

restocking fee, broken = full refund. I asked her this several times

and said "Do you understand what you are telling me I have to do?".

Her response was "Yes Sir". I asked for her Supervisor and was put

on with Connie (ID #67819). To her credit Connie was the first

person who said that she "Could not condone me taking a hammer to

it". Connie also informed me that since I had already tried to

return the unit my account had been "flagged" that would make it

difficult to return for a defect in the future. So now, on top of

being misrepresented and told to do wrong things in front of my son,

I was also Blackballed and would find it very difficult to get a

refund even if an actual defect should occur. </FONT></P>

<P><FONT face="Arial, Helvetica, sans-serif" size=2>I asked for

Connie's supervisor and was told she was the top of the line. And

that's what brings me to you, Mr. Lewis. But as I fould out it

really doesn't. The chances are very slim that you will ever find

out about the problems in you Company. Because as Connie informed

me, all such letters are sent to Her Group. So, the Inmates run the

Asylum and my chances for satisfaction, through Sears, are very

slight. That is why I have taken the liberty to notify State and

Federal Consumer Agencies as well as my Congressman. In addition, I

will start to contact several Watch Dog groups and News Outlets. All

of this over 15 dollars. </FONT></P>

<P><FONT face="Arial, Helvetica, sans-serif" size=2>chris

</FONT><FONT face="Arial, Helvetica, sans-serif"

size=2><BR></FONT></P></TD></TR></TBODY></TABLE></TD></TR></TBODY></TABLE></DIV></FONT>

<DIV align=right><FONT face=Verdana color=#800000 size=2><EM>Glen

Brosinsky</EM></FONT></DIV>

<DIV align=right><FONT face=Verdana color=#800000 size=2><EM>Asst Team

Lead</EM></FONT></DIV>

<DIV align=right><FONT face=Verdana color=#800000 size=2><EM>EUB Field

Surveillance</EM></FONT></DIV>

<DIV align=right><FONT face=Verdana color=#800000 size=2><EM>Midnapore Field

Centre - Calgary</EM></FONT></DIV>

<DIV align=right><FONT face=Verdana color=#800000 size=2><EM>(403)297-6971,

Cell: (403)333-7915 Fax:(403)297-5283</EM></FONT></DIV>

<DIV align=right><FONT face=Technical color=#800000 size=2><A

href="mailto:Email User">Email User</A></FONT></DIV>

<DIV> </DIV>This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. <br><br>This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail.</BODY></HTML>

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Date: Thursday, 21-Jun-07 18:01:46 CDT

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