Note on the Fridge to Sears
Dear Sears Customers Service Powers that Be,
Recently, we purchased a refrigerator from your local store. Well, actually we put it on layaway before purchasing it because we are poor but proud people. At the time of putting said Frigidaire on layaway, we asked the nice gentleman who helped us several times if our new purchase would, indeed, have an ice maker when it arrived at our home. He assured us each time that the model we chose came with the ice maker-that it was not an optional feature. Hence our decision to put that particular fridge in our home. And we didn't even have a come apart when we were told that, for whatever stupid reason, they would not deliver the ice box to us even though it totally qualified for free delivery. We were just happy about our new, stainless steel, ice-making refrigerator with clear drawers so as to help us not to forget about the produce we stored in them.
So, you can imagine NJ's surprise when he went to pick up our beautiful new fridge and in the process of hooking her up found there was no ice maker included. Sure it was an oversight since the seasoned Sears employee had assured us several times it was included, NJ called your local store and was put in touch with the manager. She informed NJ that it must be some mistake because that refrigerator didn't come with an ice maker, but she'd be glad to sell him one for approximately $57.00. NJ told her he didn't want to pay the extra for the ice maker. He wanted the ice maker he was told came with the refrigerator. Apparently this exchange went back and forth for some time before NJ finally relented due to his mouth wanting to say really ugly words. She told him his new ice maker would arrive in the store Valentine's Day-three weeks after picking up the fridge. This did not help his desire to say ugly words to her with his mouth.
Yesterday, I received a text at work from NJ telling me to call him as soon as I had a moment. These texts never mean he has good news to tell me. Sure enough, he didn't. We still didn't have an ice maker, because when he went to pick it up as instructed, the Sears workers wheeled out a whole new refrigerator. He was like, "Uh, dudes, I just need an ice maker. What's all this?" Being verily confused, the employees got everyone's favorite store manager who informed NJ she said she'd have to order a whole new fridge, not just the ice maker and that he would have to return the one we're currently using. NJ informed her that she did not say those words or else he would've brought the refrigerator with him. She got snarky with him which was kind of too bad because remember those ugly words he tried not to say last time? Yeah, he said them. Loudly. In the store. Many of which started with the letter "f". She told him not to talk to her like that and he basically told her he'd talk to her any way he wanted to since they had a lot of our money and she had her head up her ass. I've dealt with her before and she is a bitch. Just saying.
This issue is less about an ice maker than it is about a total lack of customer service. I mean, seriously, we're not above putting some water in some ice trays and making our own ice. Granted, with what we paid for this fridge, it really should make the ice for us. And maybe also be self cleaning. The point is, when we are told repeatedly something we are purchasing will include a certain feature and we make our decision to purchase said item based on that feature, we expect to get that feature. And, since it was your employee's mistake, we should receive that feature and an apology for both the mistake and the three week wait for the feature to arrive FREE OF CHARGE. We should not have to give you money or deal with a snarky, condescending bitch of a store manager who doesn't know her ass from a hole in the ground.
It's too bad we had this experience with Sears because, now that we are in a house and spring is in the air, we will need to purchase things like a weed eater and a blower. We had the ones we were going to get picked out at your store. But after this? We'll take our business to Lowes or Home Depot. Not just for our yard needs, but for all our home improvement needs.
It's also too bad you don't print contact information for your district managers online, too, because if you had this incident could've stayed between us, the store manager and the district manager. Now, I have to share it with all 250 people who read my blog. (Okay, so that last sentence doesn't really pack THAT big of a punch. Whatever.)
Sincerely,
CTM-The lady your store manager better thank sweet Jesus she didn't have to deal with because I make NJ look mild tempered and friendly.
o
Recently, we purchased a refrigerator from your local store. Well, actually we put it on layaway before purchasing it because we are poor but proud people. At the time of putting said Frigidaire on layaway, we asked the nice gentleman who helped us several times if our new purchase would, indeed, have an ice maker when it arrived at our home. He assured us each time that the model we chose came with the ice maker-that it was not an optional feature. Hence our decision to put that particular fridge in our home. And we didn't even have a come apart when we were told that, for whatever stupid reason, they would not deliver the ice box to us even though it totally qualified for free delivery. We were just happy about our new, stainless steel, ice-making refrigerator with clear drawers so as to help us not to forget about the produce we stored in them.
So, you can imagine NJ's surprise when he went to pick up our beautiful new fridge and in the process of hooking her up found there was no ice maker included. Sure it was an oversight since the seasoned Sears employee had assured us several times it was included, NJ called your local store and was put in touch with the manager. She informed NJ that it must be some mistake because that refrigerator didn't come with an ice maker, but she'd be glad to sell him one for approximately $57.00. NJ told her he didn't want to pay the extra for the ice maker. He wanted the ice maker he was told came with the refrigerator. Apparently this exchange went back and forth for some time before NJ finally relented due to his mouth wanting to say really ugly words. She told him his new ice maker would arrive in the store Valentine's Day-three weeks after picking up the fridge. This did not help his desire to say ugly words to her with his mouth.
Yesterday, I received a text at work from NJ telling me to call him as soon as I had a moment. These texts never mean he has good news to tell me. Sure enough, he didn't. We still didn't have an ice maker, because when he went to pick it up as instructed, the Sears workers wheeled out a whole new refrigerator. He was like, "Uh, dudes, I just need an ice maker. What's all this?" Being verily confused, the employees got everyone's favorite store manager who informed NJ she said she'd have to order a whole new fridge, not just the ice maker and that he would have to return the one we're currently using. NJ informed her that she did not say those words or else he would've brought the refrigerator with him. She got snarky with him which was kind of too bad because remember those ugly words he tried not to say last time? Yeah, he said them. Loudly. In the store. Many of which started with the letter "f". She told him not to talk to her like that and he basically told her he'd talk to her any way he wanted to since they had a lot of our money and she had her head up her ass. I've dealt with her before and she is a bitch. Just saying.
This issue is less about an ice maker than it is about a total lack of customer service. I mean, seriously, we're not above putting some water in some ice trays and making our own ice. Granted, with what we paid for this fridge, it really should make the ice for us. And maybe also be self cleaning. The point is, when we are told repeatedly something we are purchasing will include a certain feature and we make our decision to purchase said item based on that feature, we expect to get that feature. And, since it was your employee's mistake, we should receive that feature and an apology for both the mistake and the three week wait for the feature to arrive FREE OF CHARGE. We should not have to give you money or deal with a snarky, condescending bitch of a store manager who doesn't know her ass from a hole in the ground.
It's too bad we had this experience with Sears because, now that we are in a house and spring is in the air, we will need to purchase things like a weed eater and a blower. We had the ones we were going to get picked out at your store. But after this? We'll take our business to Lowes or Home Depot. Not just for our yard needs, but for all our home improvement needs.
It's also too bad you don't print contact information for your district managers online, too, because if you had this incident could've stayed between us, the store manager and the district manager. Now, I have to share it with all 250 people who read my blog. (Okay, so that last sentence doesn't really pack THAT big of a punch. Whatever.)
Sincerely,
CTM-The lady your store manager better thank sweet Jesus she didn't have to deal with because I make NJ look mild tempered and friendly.
20 Talk to Me:
It may too late, but NEVER purchase anything from Sears. We just bought a new washer and oven. Hubby said we should look at Sears. I told him, politely, kinda, that there was no way I would ever buy anything other than shoes from them. And only if they're on the clearance rack. And really, really cute.
WOW, you must be dealing with the same asshats in Decatur we just had dealings with this week on our dryer. I don't have a cool blog to post my rantings on but the hubs did call the corporate office and told on them. Not that I expect anything will be done to the snarky sales boy or bitchy manager, but it made us feel better!
I and so many of my friends and neighbors hate Sears. I really don't know how they still do business at all. They have screwed up deliveries, lied to, done crappy installations and basically pissed off everyone I know.
The ordering of whole new expensive products is not new, unfortunately. Heard of that lame trick too many times. Extra for included items or even just extra charges at the time of delivery are not new either.
Bad customer service is NOT OK and will not be tolerated. Wonder how much business they'll have to lose before they get it.
Okay, Ladies, in reading these three comments that popped up so fast, all I can say is DAMN! I thought this was an isolated incident. Just like YRJ said, wonder how much business they're going to have to lose before they get it?
The part of this that makes me sad is that Sears very deliberately chooses to hold jobs for our reserve soldiers, while they're away protecting our country.
UGH.
I hope you emailed a copy of this blog to Sears customer service.
ALSO-- did you know that when you're talking to a corp company rep, are angry and ask to speak to their supervisor, they do NOT transfer you to a supervisor. They transfer you to an "escalation representative," because OF COURSE it's not the company's doing that you are angry, you are just an angry person who must be dealt with.
Too bad it's never a company problem that needs to be dealt with.
Does Sears know you came in-by-gosh third place in that "loyal readers" contest?????
:)
Leiah is tweeting it with the @Sears thingy and a link to the blog along with the hashtag Crazy Teas mommy thingy. Yeah, I came in third, so I'm like a celebrity. Don't mess with celebrities.
OMG!!!! I will never buy from Sears....EVER!!! I bought a brand new washer and dryer in November (expensive, top of the line) and not quite two months later the washer quit working! I had to wait one week for a repairman to come out only to tell me that he didn't bring the part (I told Sears on the phone what code was flashing so the repairman could bring the appropriate part) and the part would be ordered and he would return in a week. Now two weeks without washing.....the part didn't come and Sears didn't know when it would arrive! I pitched the biggest fit and scared the poor lady on the phone.....I had to deal with the 1-800 Sears people because my purchase was over 30 days....whatever!!!!! Finally after one entire month they brought me a brand new replacement....at first they tried to scam me with a floor model which I told them wasn't going to fly that I paid full price and didn't want a machine that people had been putting their grimey, little hands all over. I'm sure the Sears lady on the phone really cared when I told her to make sure my records reflected "that I would NEVER buy a thing from Sears EVER again....not even a stick of gum"!!! My husband was quick to point out, "I'm pretty sure Sears doesn't sell gum!" I don't care, it made me feel better!
We ordered a refrigerator from Sears when we bought our new house and scheduled delivery (weeks in advance) for our move in day. They never showed. When we called, they told us there was a problem with the delivery truck and it would be another week before the next scheduled delivery in our area. Meanwhile, all of our food was defrosting. Two days and many angry phone calls later, our refrigerator was delivered (but not installed) by a hotshot delivery service. They were kind enough to reimburse us for the spoiled food, but I still refuse to shop there.
Its sad when this is a topic in ehow.com!
Read more: How to Make a Formal Complaint With Sears | eHow.com http://www.ehow.com/how_7638295_make-formal-complaint-sears.html#ixzz1mTjGTIic
I haven't bought anything from Sears...including cute clearance shoes...in 10 years. Your post is why.
Oh and I'm sharing this post on twitter to my 3,000+ followers.
Several years ago I had a problem with Sears. After months of trying to resolve it I finally sent a certified letter to the CEO (got his name and address from their website). And what a miracle - it was taken care of within a week! Haven't shopped there since though.
From dealing with Sears I have learned-GET IT IN WRITING!!!
I won't call them liars, but they are certainly an incompetent retail organization.
I'm still waiting to hear if you got the ice-maker or not I would never shop at Sears Didn't like them when we lived over by NE Mall way back in the 80's
So last night a good friend and I were walking through Sears because we hadn't been in there in a while and suddenly the lights began to turn off and doors were rapidly being closed. It was 8pm. Last I checked, the mall (I work at another store there) closes at 9pm, not 8pm. Apparently, Sears closes early during the week. We asked someone (a supervisor, maybe the same lady) how we could get out of the store since the mall entrance was closed, she didn't say a word but simply walked us to the nearest OUTSIDE entrance and let us out. As we walked out, she told us to "have a good night" in a really 'I-don't-give-a-shit' attitude.
I was not impressed. There was no 'closing announcement' or anything, they just started shutting shit down. And no one seemed to care that we were still walking around in the store. I was shocked. I went back to my store and told my manager. Shame that customer service is just nearly dead to some... Sorry you had such an awful experience, but I'm not surprised. I'm sure Sears and Roebuck are rolling in their graves as we speak. Lowes and Home Depot are better anyway...
I like Sears. I went and bought a washer and dryer. Took delivery of the washer right then, but the dryer had to be orderd in. A week later they called to tell me my order was in. Went to pick it up, and there on the dock was my new washer and dryer.
Their incompetence is not my problem. I sold the extra washer.
Hi crazytxmommy,
Please accept our sincerest apologies for the disappointment and aggravation you've encountered with your refrigerator purchase. There's no question that after such a major and important purchase a setback like you've experienced would be beyond irritating. My name is Scott and I'm part of the Sears Cares executive social media support team. I believe you have also interacted on Twitter with members of our team. We received your information via Twitter and are assigning you a personal corporate case manager who will be your sole point of contact in resolving this issue. We do look forward to speaking with you soon.
Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
So sorry you had a bad experience. We love Sears, but obviously another location. I would definitely make a formal complaint, even if the only contact info you have is to corporate. They need to know what's going on in that store. If no one tells them, they'll never know.
A lot of times it just comes down to the store manager. We have two Home Depots close to us, and we have learned that one has great customer service, the other... not so much. Two Lowe's in our area as well. One store you can haggle with prices, the other refuses to budge. Over time we just learned where to shop, even if we have to drive a little bit further.
You forget the power of Google. Anyone looking up sears customer service will get a link to your rant.
We recently had a really bad experience with sears that turned into a REALLY awesome one thanks to their social media department.
Our ancient washer (that we bought from them umpteen years ago) had been sick. VERY sick. We had a service contract on it. And we'd had a repairman out to fix it. He basically jiggled some wires and said "Voila! good to go." and left.
Fast forward to Christmas morning. People coming over and we realize the tablecloth isn't clean. So we go to toss it in the machine. Ooops. Machine won't work. (same issues as before) so we find another tablecloth and make do.
The following day I call sears...and while I'm doing that I make some tweet about how I'm sitting on hold *again* (like 5th time in one year. Did i mention the washer was VERY sick?) and got a tweet back from their Sears Cares people.
Then the next day I get a call from one of their lovely representatives who I speak to and she reassures me that when the repairman comes out all he has to do is say it is 'unrepairable' (don't get me started on THAT) and that they will then provide us with a brand new washing machine.
So to make a long story short they did just that. We only ended up paying a little bit (because we wanted a particular machine that gets really good reviews) and had a new washer a bit later.
Well, that just steams my beans. Am so sorry you have this problem. If I had my way this would be a total do over. I have had luck buying at Sams.
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