Sears customer service is horrible

Hello, I am new to Sears and for my first major purchase the experience was

horrible. I need a new stove and had been watching the prices for weeks. I

finally decided to go with sears because out of all the retailers they

seemed to have the best price.

On Black Friday Morning I had my mother call sears to see if her sears card

was still activated. They told her no. That being said we went to apply for

one online. After we were approved I then proceeded to purchase the stove I

wanted online, however when it came time to put in a credit card # I didn't

have one to enter because I didn't get one after the initial approval

online. I figured it was a mishap, and proceeded to go to the store to

purchase my stove, and now a TV I was interested in.

When I got to the store to purchase my stove on black Friday. I was in NY

and Live in MS and for some reason the sales associate had trouble placing

my order and shipping it to another state. So I went home with no stove and

no TV. I figured by now I would have received an email with my card

information in it, however I didn't. That ends Friday.

On Saturday I tried again online and still I didn't receive an email so then

I called the credit card company. They then told me that because I applied

for a card online that I had to wait 7-10 business days for the card to

arrive. At this point that wasn't an option because the sale price for the

stove was going to expire on Saturday at midnight.

After talking to the credit division I decided to try my luck at another

store. The associate advised me that since I needed the stove in a hurry my

mom could do a rapid line of credit. This was a great idea, however during

that process he was advised to call the sears credit division. When he

called they told him my mom already had an account with them. This was very

odd, since she just called Friday and was told they had no account

information about her.

To make a long story short they told her she had to still wait 7-10 business

days and we were not able to make the purchase. That's not the end.

Being very upset with this whole ordeal I called the presidents office to

log my complaint. Upon calling I was directed to Sophia in the executive

complaint department. Not only was Sophia RUDE but she basically insinuated

that this was completely my fault. It was so bad that I had to hang up

before I started to curse, because of her rude remarks. For example, she

asked me if I understood hat she was saying I said I Hear you, I don't agree

with you but I Hear you. And she responded I didn't ask if you agreed with

me I asked if you understood me. I said I never said I didn't, however I

don't agree with you. I was never rude to her, I tried no to take my

frustrations out on her and she was just rude. Her comments were rude as

well as her tone!!!!! If this is what you get at executive customer

service, I feel sorry for the company as a whole.

This is my first experience with sears and this will be my last. I was going

to wait for the card to arrive and then purchase the stove, but I will not

in any way purchase anything from sears again. I usually buy most of my

electronics from best buy and I will continue to do so. At least there I

feel like a valued customer, I have never been disrespected by anyone in

their store or online.

Not only am I through buying from sears, but I will be sure to post my

complaint on every message board about how HORRIBLE sears customer service

is!!!

Sincerely,

Aminah McKinnie

Email User

Comment On This

My dishwasher and stove both broke in early September.  We called Sears to help.  A technician id #$0849976 came out to our house on 9/11/08.  He said he could not repair the stove (KENMORE 79095651001) because you no longer supported the product (It's only 6 years old).  Then charged us $40.13 for those words. (invoice attached)

 

As for the dishwasher (GE pdw9200j03ww which we purchased for $249) he said he could repair it.  He was going to order a part and come back to install it.  Part #WD34x110831 touch pad.

 

My credit card was charged $340.16 for the part and an additional $165.00 for labor.  While I was not happy about the costs (once I saw what they were) I decided it was more important to have the dishwasher than to argue about the costs.  After all he already ordered the part. (invoice attached)

 

Approximately 1 week later a box arrived from Sears (containing the part) and we called service back to let them know it was time to come install it.  We were scheduled for 9/18/08 between 8a-12pm.  No one came.  We called again and again with the same result.  No one returned to install the part. 

 

As we approach December with the box still sealed sitting in my foyer, I called customer service 1-800-4-my-home for help.  The customer service representative suggested I send the part back to Sears and they would give me a refund to my credit card.  So I did.  It costs $10.22 for shipping with delivery confirmation (usps delivery confirmation attached)

 

Needless to say, that didn't work out.  No credit, in fact..  Now customer service claims the part was installed!  What kind of scam is this?  I am out a dishwasher, over $500 and Sears says only the sub-contractor Hudson Valley can help.  Call them they say 973-989-7428.  So I do.  Over and over again without anyone answering my calls or calling me back.

 

So back to Sears I go.  I reach Robert (no last name he refused to give it to me) said his id was 80188 and he sends me straight back to the unit.  Same phone number same result.