I bought a dishwasher from Sears.Com. I agreed to pay them extra to deliver it, install it and take away the old unit. I also paid for an install kit. They kept me waiting 10 days for delivery. At 11:00am on the delivery day, I called to ask them when they were coming. They said, “relax, we’re coming today” I waited some more. At 4 pm they still weren’t here, so I called them again. They said, “we have decided not to come. It’s too much trouble to deliver to your area, We’ll just give you your money back, but it will take 10 days to get a refund on your credit card” I said, “what do you mean its too much trouble? Sears is only 56 miles away and they deliver to my area once a week!”
Sears.com said, “well, we aren’t them, and we think your area is too much trouble to get to!” They held me up for 10 days, and I am still waiting to get my money back from Sears.com. Then I called the Sears brick and mortar store in Flagstaff, Arizona. I told them what happened with Sears.com and asked why they were allowed to use the name sears if they weren’t Sears. They said they were Sears, just a different division. So I bought the dishwasher again from Sears brick and mortar, paying extra for delivery, take away of old unit, installation, install kit and extended warranty. Sears kept me waiting 2 weeks for delivery.
When the delivery man arrived, he left the dishwasher in my living room and without making any excuses went away without taking the old unit, without installing the new unit and without leaving the install kit I had paid for. I am stuck with an uninstalled new dishwasher in the living room, no install kit, and the old unit still under the counter! Sears has done nothing to rectify this. Sure, they said they would refund the install fee, the delivery fee, and the take away old unit fee. But that still leaves me with two dishwashers, neither of which works!
And for the time being, the price of two dishwashers, two deliveries, two installations, two take away old units, and two install kits remains on my credit card ! I have done business with Sears for years. All the appliances in my home came from Sears. I own stock in Sears, but not for much longer. Sears isn’t the company they used to be.
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To Whom It May Concern: I was not happy with the Tools Department Manager at the Sears located in Land Mark Mall in Alexandria, Virginia. He was not at all a customer service person, his answer was short yes/no type. He was talking to me while his cell phone is on and tried to brush me off so he can go back to talk to his cell. Most importantly I felt he insulted my intelligent.
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On 12/5/11 I arrived at the store to look for a yard vacuum machine. A very nice pleasant sale lady (Grace Mary) helped me to look for the item. I was interested in one of the Yard-Man but this model was not available in stock and I asked her if I could buy the floor model and she said yes but she has to check with her manager for the price.
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She went to talk to the manager, the Yard-Man Leaf Shredder / Wood Chipper / Leaf Vacuum listed price is $349.99. However, the floor model does not have the leaf bag collector and it would cost $129.99 to order it on line from Sears. Ten to fifteen minutes later the sale lady came back and told me that I can get the machine “as is” with 15% off from $349.99 so the price would be $349.00 – 52.49 = $297.49 but what about $129.99 for the bag, I asked? She said she has to check with the manager. As we speak, the manager came down the stairs with his cell phone next to his ears and the sale lady approached him with my concern about the additional cost for the bag. At this time, he walked toward me with his cell on his ears and told me that there is not thing he can do except to give me the 15% off “As is” for the floor model an I am getting a good deal for it. I asked him how can I get a good deal for this, the machine is not brand new, it’s a floor model and it does not have a bag and it would cost me more to get the floor model than to buy it brand new. I addressed this issue with him, his answered was then don’t buy it and he walked away and to continue his conversation on the cell phone.
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What’s was just happened here? Is this what you called customer service? This manager act needs to be reviewed and reevaluated as a manager. As for me being a customer, I felt so low and helpless with the way the manager talked to me and he acted like he does not need my business. I felt my customer rights were violated and was not treated with dignity and respect. Therefore, I am writing this complain just to get off my chest and hopefully someone will look into this and give him the training he needs as to how to treat customers.