SEARS - Terrible Customer Service

SEARS - Terrible Customer Service

August 30, 2005

To whom it may concern:

I am writing this in regards to such a horrific Customer Service experience that I received 8/29/05 with Rep,(Supervisor) Lydia to be exact, from your 1-800-669-8488 number. I will NEVER use this card (I actually had her cancel my other card while I was on the line with her) NOR will I EVER step foot in another Sears store again due to extremely rude service.

I called in regards to my account, (taken out ). For months (since this acct has been opened) they have had my address as 43 Peverly Rd in Tilton , . 4 times now I have written stating to them that my address is in NORTHFIELD. NOT Tilton. When places put my address as Tilton, my mail gets delayed. Please let me remind you that I have sent in 4 letters asking them to PLEASE fix this! 2 times I have had to send my payment in 2-3 day mail because of this as well. As well - you will see on the OTHER account that I had (which was not used currently) - HAS my correct address as NORTHFIELD. I have been trying several times to make them correct this.

Last night 8/29/05 as I was going through my mail I received Mon. and opened my Sears bill - what I thought was my August bill, thinking it came late once again. AGAIN with TILTON on it. THIS bill states that I have a late fee as well. I have never received my August bill. Again I have asked time after time that this be fixed. The first rep that I got tonight was extremely nice and he understood that I was frustrated and HE even agreed with me, and said that he was willing to see what he could do to help me. ALL of my bills are always paid on time.

However, the "supervisor" I got was nothing less than arrogant, insulting and and rude. She kept saying that TILTON was the address that I provided! I think not! I reminded her that when I filled this application I was as asked for my license as well - which clearly states NORTHFIELD. She kept saying that it was obviously something that I MYSELF put as my address. I am sorry - but that is not at all true and is completely UNACCEPTABLE! 3 times I told her that that was not the case. I even told her that I showed my license as well when filling out these applications - to verify my ID. SHE even admitted that an ID is needed at the time of filling out an application. RIGHT THERE you have it! My license has had NORTHFIELD for years - I have NEVER lived or had an address in Tilton! Furthermore she realized that I had 2 accounts that were opened around the same time together. Correct. The reason being was because the first acct was when I had purchased tires for my car there in the beginning of the year. The gentleman there told me that they had the other card as well - and at that time it SEEMED that your Customer Service was very high. I was very happy with the work they did with my car and opened a second account with you. I will gladly spend money in a store which provides good customer service. I myself work in Customer Service and know what to look for with applications as such. She kept insisting that I myself must have written Tilton on my application as my town I live in as according to her "that was the only way it would have been put as my address" - let me tell you that is COMPLETELY wrong - ethically as well. She refused to help in any other way. I even offered to go BACK in the store where my application was filled out so she can see that I put Northfield as my town/city! I am most certainly NOT going to be accused of lying. She also kept telling me that "well I don't see any record of your address change requests". It's nice to know that the 4 letters I have written have been sent on to the proper departments. The one thing I am not is a liar and being insulted as such is very rude. For the record - I work for a legal office.

I was none the less insulted. She said that "this was not worth her arguing over". She also insisted that "well the mail has not been sent back to us so you are receiving it". YES - either LATE or NOT AT ALL - as this month. Had I received this bill it most certainly would have been paid ON TIME as all of my other months have been. I asked her why (then) would ONE of my accounts have Northfield and the other Tilton. Obviously they received the address change requests OR my address was entered incorrectly by one of your associates. SHE stated that is what gets verified by the post office. There IS NO 43 Peverly Rd in TILTON. She was so high on herself as "being the one in control" of this conversation that she as well told me to GO ahead and contact the office of the President of the company if that's what I felt I needed to do. Therefore I am doing just that. If this is what you consider an acceptable terms of behavior for an associate than your store is not very well educated when it comes to customer service.

Her comment(s) were COMPLETELY unacceptable and out of line. You will ALSO see that when I asked her how to go about closing out an account - she sarcastically said she would be GLAD to do that for me. Sears must be doing well if they are willing to close accounts that fast.

Needless to say, I had 2 people that could actually hear her voice from my phone. They too could not believe the way she was with a customer, especially in this situation. After this, I contacted a number she gave me (which was SUPPOSED to be the number to the Office of the President/C.E.O. however to no surprise she gave me a wrong number) 1800-549-4505. The woman I spoke with at approx 9:25 pm was extremely nice and apologized for such rudeness, she was from the 1800-549-4505 Retail line. However she could not do anything.

I had actually been in the store this week and was considering purchasing another set of tires and rims for a new car in which I just bought. I can certainly tell you that after this the purchase will not be made at a Sears store. Furthermore, we were in the process of buying a Samsung 32 inch LCD LCD HDTV Widescreen TV which is about $2000.00 along with a Hewlett-Packard IntelCeleronM 60GB Notebook Computer with DVD which is about $1000.00 from your store. I have already spoken with sales reps 2 days ago and had made the decision on these two items as well. I could tell that she was glad for me to be closing my account with you, and I will be more than happy to take THIS sale to Best Buy or Circuit City for that matter. One thing they do is treat their customers with respect.

One thing your company needs to keep in mind is that without good customer service, you will get no customers. Without customers you have no jobs.

I have been advised to put this on planetfeedback as well as complaints.com as well.

It makes you wonder how people like her are in a supervising position. I completely feel bad for any associates in which work under her as if she is that rude on the phone to a customer she must be very rude to associates. I am glad that your company sees that $39.00 (due to my bill not getting to me late mind you) is worth losing a customer who is about to make about $4500.00 in purchases.

** on 8/30/05 I called the Sears credit card division - to cancel the other master card I have with them. Low and behold I was able to speak with 2 people - who were actually VERY nice. Even they said, "if your statement did not get their due to an incorrect address then it is NOT your fault". They also agreed that she was VERY rude to say what she did.

The woman I spoke with was very kind and told me she saw that my address was JUST changed last night due to me calling regarding this matter and had NO problem with waiving a late fee for this hastle.

This "supervisor" should not be in that position at all. She has no respect nor manors. As well she needs to make sure what she states is in fact VALID. According to the woman tonight, these applications are KEYED into a system. Therefore my application was keyed incorrectly.

Thank you for your time.

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