sears amazes me again!

Here we go again! We own a sears lawn tractor. This machine works fine when it is running. Our problem is when it comes to getting parts. There used to be a parts store here in town and we could just go pick up the part we needed. Unfortunately they stupidly closed all of those stores. We now have to call an ordering department to get parts. When we call we always pay for overnight shipping (which means two days because of where we live). On July 25 my husband ordered parts (again) and at this point - July 30 we are still waiting. We were told if we did not receive the parts by 7pm today OR in the next 2 days we should call customer relations and gave my husband the CR number. I was too busy being mad to talk to them. Oh, I forgot to tell you we were guaranteed a Tuesday delivery.

This is not the first time we have had delivery problems. We get delivery on time about half the time, however we have many times had to wait several extra days for delivery. One time was a fourteen day wait!! Sears CR just kept telling us their tracking number and showing our order had gone out. When we asked them to reship the order, they refused. Bottom line is when mowers go on sale at the end of summer, we are headed to Lowes for a new mower and much better customer service.

Barb

The Sears saga continues:

Well here it is July 31 and we finally received a destroyed box of parts from Sears. Upon opening this box (if you could call it that; it was really just cardboard wrapped around some of our order) to my husbands dismay there was one part with damage on both sides, a piece of white metal with holes in it??? Don't know what that for and some empty little baggies which should have contained other parts. My husband called the parts dept and was told he would have to call the 800 number for CR they couldn't transfer. OK calls CR and the woman says she can't help because she had nothing on the screen regarding his order. She had not and would not take any numbers so she could help him. She was going to transfer him to parts. They can't help because he has already placed the order, pd expidited shipping but had not gotten anything except this damaged part. When she put him on hold he just hung up as she had informed him she couldn't help and parts said they couldn't help. Within a minute she called back to speak with my husband. Once he got on the phone she began yelling at him (I know this because I was sitting 6' away and could hear her) when she finished yelling she hung up on him! This is called CUSTOMER RELATIONS! HA!

It took my husband a minimum of 7 phone calls and a huge amount of frustration before getting to someone who could actually help and we now have another 3 to 5 day wait for the new parts to arrive. Again, Lowes here we come! Oh as a side note. We order from Summit Racing all of the time and have never waited more than 3 days regardless of where in the country they are shipping from. They have warehouses all over the country.