Sears Update
So, remember last week when I had a come apart on Sears due to their total lack of customer service when they screwed up my refrigerator order? Well, yesterday this beauty, complete with ice maker was delivered to my door:
That's right, delivered, even though we were originally told it couldn't be delivered. And the $57.00 they originally said it would cost us to get a fridge with an ice maker? Yeah, that ended up being $0. The delivery guy even took away the old fridge. It was an awesome reverse of the crap they originally tried to hand us.
NJ is trying to take the credit for their sudden change of heart because the person we thought was the store manager was actually just the department manager but NJ didn't find that out until she answered the phone and he told her to put someone, anyone on the phone that was not her because he couldn't deal with her anymore. She told him she was the only person there who could help him and he essentially told her since she hadn't being doing any helping, whoever she connected him with couldn't be any more useless. It was upon that transfer he was told of a store manager who was out until Saturday. NJ talked to her Monday. Tuesday we had the fridge, hence his confusion.
Because, obviously, it was because of the blog post and all of y'all tweeting on my behalf. As soon as those tweets started popping up, I was contacted by Sears Cares and assigned me a guy named Edwin to help resolve the issue. He was going to "own it" and get it resolved if the store manager hadn't been able to. He was awesome and he had a great radio voice, which isn't really relevant.Whatever. Point is, I doubt it would've been resolved so quickly had it not been for my loyal readers and the power of social media.
I'm pretty sure Sears was motivated more by trying to keep this thing from going viral and doing a little damage control. Especially since when I tweeted what happened yesterday, some dude from Sears Cares told me he hoped I shared it with my readers and today Edwin told me to tweet about my experience with him when it was convenient for me. My goal with the post wasn't just to bash Sears-it was to vent my frustration over their total lack of customer service-so telling me to make sure to share it with my readers wasn't really necessary since it was a given I would. Well, I guess it would be a given if you read this blog all the time and know how I am. Point is, I get fixing their mistake was more of a PR move than anything else, but I do not care because right now, my fridge is making its own ice and can get rid of the ice trays that were driving me to insane because no one filled them right.
Will we ever shop there again? I, myself, won't. I can't speak for NJ, but I do know he won't go to the local Sears. And it's not because we're not grateful for them fixing their mistake, because we totally are. It just shouldn't have taken over three weeks to do it, we shouldn't have gotten the run around from the department manager and it shouldn't have taken the prospect of my rant going viral to get it resolved.
I do owe all of y'all a huge thanks for tweeting the blog post and sharing your own comments about your experiences with Sears! Their issues are obviously much bigger than me and my ice box and, with the power of social media, it's not something that will go away until they make some major changes in their stores.
I've said it before and I'll say it again-I have the best readers EVER!!
o
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| Sorry for the crappy pic. It's harder to take a pic of a refrigerator with your phone than one might think. |
That's right, delivered, even though we were originally told it couldn't be delivered. And the $57.00 they originally said it would cost us to get a fridge with an ice maker? Yeah, that ended up being $0. The delivery guy even took away the old fridge. It was an awesome reverse of the crap they originally tried to hand us.
NJ is trying to take the credit for their sudden change of heart because the person we thought was the store manager was actually just the department manager but NJ didn't find that out until she answered the phone and he told her to put someone, anyone on the phone that was not her because he couldn't deal with her anymore. She told him she was the only person there who could help him and he essentially told her since she hadn't being doing any helping, whoever she connected him with couldn't be any more useless. It was upon that transfer he was told of a store manager who was out until Saturday. NJ talked to her Monday. Tuesday we had the fridge, hence his confusion.
Because, obviously, it was because of the blog post and all of y'all tweeting on my behalf. As soon as those tweets started popping up, I was contacted by Sears Cares and assigned me a guy named Edwin to help resolve the issue. He was going to "own it" and get it resolved if the store manager hadn't been able to. He was awesome and he had a great radio voice, which isn't really relevant.Whatever. Point is, I doubt it would've been resolved so quickly had it not been for my loyal readers and the power of social media.
I'm pretty sure Sears was motivated more by trying to keep this thing from going viral and doing a little damage control. Especially since when I tweeted what happened yesterday, some dude from Sears Cares told me he hoped I shared it with my readers and today Edwin told me to tweet about my experience with him when it was convenient for me. My goal with the post wasn't just to bash Sears-it was to vent my frustration over their total lack of customer service-so telling me to make sure to share it with my readers wasn't really necessary since it was a given I would. Well, I guess it would be a given if you read this blog all the time and know how I am. Point is, I get fixing their mistake was more of a PR move than anything else, but I do not care because right now, my fridge is making its own ice and can get rid of the ice trays that were driving me to insane because no one filled them right.
Will we ever shop there again? I, myself, won't. I can't speak for NJ, but I do know he won't go to the local Sears. And it's not because we're not grateful for them fixing their mistake, because we totally are. It just shouldn't have taken over three weeks to do it, we shouldn't have gotten the run around from the department manager and it shouldn't have taken the prospect of my rant going viral to get it resolved.
I do owe all of y'all a huge thanks for tweeting the blog post and sharing your own comments about your experiences with Sears! Their issues are obviously much bigger than me and my ice box and, with the power of social media, it's not something that will go away until they make some major changes in their stores.
I've said it before and I'll say it again-I have the best readers EVER!!
4 Talk to Me:
I have so many comments on this one.
So, the "Softer Side of Sears" is referring to their brains.
When Sears merged with K-Mart, they seem to have kept the worst of both.
"He was going to "own it" and get it resolved if the store manager hadn't been able to." AWESOME, Edwin. Way to save the day. You need a raise.
"he essentially told her since she hadn't being doing any helping, whoever she connected him with couldn't be any more useless." I love you, man.
Bill
don't throw those away! They are perfect for making Jello shots. Or juice cubes for smoothies. Depending on the kind of day you are having.
Too bad Sears doesn't do this kind of stuff a little faster and better. After my being charged twice for my garage door opener adventure complete with double delivery charges, I won't buy again from Sears either. But I did keep the name and info. from the awesome installer who was only a contract worker for Sears. He was the best and I will certainly use his services again- just not through Sears.
I think the term is "Domestic Goddess". Referring to you not your lesser half. :)
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