Sears and Why I Shall NEVER Go There Again
I mean it this time.
I know, I've said it before. I pledged never to do business with Sears again more than once. But this time I really, really mean it. And here is why:
In July my dehumidifier decided that it was full all the time a refused to fire up and collect water even when the collection bucket was empty. I called every repair guy in the phone book. NO ONE worked on small appliances like dehumidifiers ... even the ones who claimed to work on small appliances. I have an occasional wet basement. We've had some nasty rains this year. I had water. I needed a way to dry the basement out.
Last resort: Sears. They advertise online that they offer a carry in repair service. You will never pay more than $89 in labor costs. What they DON'T tell you is that you will pay $45 up front to diagnose your gadget's ills. So that was "discussion" number one with the staff. But I paid it because every scrap of paper, every receipt they gave me said very clearly (in more than one place mind you) that the $45 would be deducted from the final cost. But not the total $47-ish I paid when you include the tax.
One month later I get a call so on August 8th I bop over there to pick up my dehumidifier. They try to charge me $89. That is the total amount listed on the work receipt. It clearly says that the pre-paid $45 is to be deducted from the total. "Discussion" number two resulting in several staff members getting involved, no one able to find the manager and several phone calls whereupon somebody somewhere gave in and told them to charge me only the remaining $44 plus tax of course.
I take the thing home. I plug it in and voila! it starts right up.
I check on it two days later because gee, shouldn't I have to empty it by now... I go downstairs and find water everywhere. Why? Because the damned thing now won't shut off! Oh they "fixed" it all right.
There is no address online to write to anyone. You fill out an email form and/or you call. I did both. Because the "repair" was still under the 30 day warranty I was told to take it back and they would "fix" it at no charge. So I did.
Three weeks (it is now September) later I get a call, it's done, come pick it up. Call came in on a Friday I went in on the Tuesday after (not trusting the weekend staff -- remember the $45 thing?). I go in and I sign in and I wait. A kid comes out takes my info, hands me a receipt to sign and disappears. And I wait. He comes back out waits on several other people. And I wait. FINALLY another customer snags said kid and tells him that I'm still waiting what's the deal? Kid admits they can't find my dehumidifier. Weirdest thing, they have the paperwork but no appliance. Can I come back later? Which of course I have to do since I am on my lunch break and it has now been over an hour. So they take my number and will call me.
Later that day I do get a call. From the manager who asks that I give them until Thursday to find it. Okay fine. Not happy but what choice do I have? They aren't going to do anything else until they are 100% sure it isn't still at the warehouse or with the repair guy.
Friday I get a call from the manager. Yup the thing is gone. Not a clue where it is. This never happens, etc. They can give me a new one to replace it. A 50 pint unit which is as close as they can get to my old 45 pint unit. Okay fine. I'm in Columbus I can be there in two hours will this manager still be there? No, but he'll make sure the department and repair managers know and gives me names to ask for.
Two hours later I show up at the store. I meet with the repair manager who passes me off to a department guy who passes me to another department guy who calls the department manager because he has no idea what's going on. Department manager says it is okay, give me a unit. THEY DON'T HAVE ONE. We are now in "discussion" number three. The manager who called me didn't set one back for me, the space on the shelf is empty and they can't order one. More phone calling. Manager guy isn't picking up, no one can authorize any action. Oh what to do? They will "loan" me a 30 pint unit until they can order a 50 pint. I point out that the poor thing will be overworked and how do I know they will ever be able to order a 50? More phone calling. I tell them to forget it ("discussion" number four) and just give me the monetary value of the 50 pint unit and I'll go elsewhere. Nope can't do that, only the store manager can do that. Can we call you tomorrow by noon?
So again I leave with nothing. Next day no phone call until 4:00 p.m. They will give me the money. But this manager guy leaves at 5:00. I go over there and after being passed around again to three different people before someone can find the right guy I do finally get the money.
BUT I WILL NEVER GO BACK THERE AGAIN. This is a case study in what NOT to do in regards to customer service. It is also an example of how a once loved and respected company has fallen. Do NOT go there. If anything ever goes wrong with whatever you buy you won't be happy with the results ... assuming there are any results.
I know, I've said it before. I pledged never to do business with Sears again more than once. But this time I really, really mean it. And here is why:
In July my dehumidifier decided that it was full all the time a refused to fire up and collect water even when the collection bucket was empty. I called every repair guy in the phone book. NO ONE worked on small appliances like dehumidifiers ... even the ones who claimed to work on small appliances. I have an occasional wet basement. We've had some nasty rains this year. I had water. I needed a way to dry the basement out.
Last resort: Sears. They advertise online that they offer a carry in repair service. You will never pay more than $89 in labor costs. What they DON'T tell you is that you will pay $45 up front to diagnose your gadget's ills. So that was "discussion" number one with the staff. But I paid it because every scrap of paper, every receipt they gave me said very clearly (in more than one place mind you) that the $45 would be deducted from the final cost. But not the total $47-ish I paid when you include the tax.
One month later I get a call so on August 8th I bop over there to pick up my dehumidifier. They try to charge me $89. That is the total amount listed on the work receipt. It clearly says that the pre-paid $45 is to be deducted from the total. "Discussion" number two resulting in several staff members getting involved, no one able to find the manager and several phone calls whereupon somebody somewhere gave in and told them to charge me only the remaining $44 plus tax of course.
I take the thing home. I plug it in and voila! it starts right up.
I check on it two days later because gee, shouldn't I have to empty it by now... I go downstairs and find water everywhere. Why? Because the damned thing now won't shut off! Oh they "fixed" it all right.
There is no address online to write to anyone. You fill out an email form and/or you call. I did both. Because the "repair" was still under the 30 day warranty I was told to take it back and they would "fix" it at no charge. So I did.
Three weeks (it is now September) later I get a call, it's done, come pick it up. Call came in on a Friday I went in on the Tuesday after (not trusting the weekend staff -- remember the $45 thing?). I go in and I sign in and I wait. A kid comes out takes my info, hands me a receipt to sign and disappears. And I wait. He comes back out waits on several other people. And I wait. FINALLY another customer snags said kid and tells him that I'm still waiting what's the deal? Kid admits they can't find my dehumidifier. Weirdest thing, they have the paperwork but no appliance. Can I come back later? Which of course I have to do since I am on my lunch break and it has now been over an hour. So they take my number and will call me.
Later that day I do get a call. From the manager who asks that I give them until Thursday to find it. Okay fine. Not happy but what choice do I have? They aren't going to do anything else until they are 100% sure it isn't still at the warehouse or with the repair guy.
Friday I get a call from the manager. Yup the thing is gone. Not a clue where it is. This never happens, etc. They can give me a new one to replace it. A 50 pint unit which is as close as they can get to my old 45 pint unit. Okay fine. I'm in Columbus I can be there in two hours will this manager still be there? No, but he'll make sure the department and repair managers know and gives me names to ask for.
Two hours later I show up at the store. I meet with the repair manager who passes me off to a department guy who passes me to another department guy who calls the department manager because he has no idea what's going on. Department manager says it is okay, give me a unit. THEY DON'T HAVE ONE. We are now in "discussion" number three. The manager who called me didn't set one back for me, the space on the shelf is empty and they can't order one. More phone calling. Manager guy isn't picking up, no one can authorize any action. Oh what to do? They will "loan" me a 30 pint unit until they can order a 50 pint. I point out that the poor thing will be overworked and how do I know they will ever be able to order a 50? More phone calling. I tell them to forget it ("discussion" number four) and just give me the monetary value of the 50 pint unit and I'll go elsewhere. Nope can't do that, only the store manager can do that. Can we call you tomorrow by noon?
So again I leave with nothing. Next day no phone call until 4:00 p.m. They will give me the money. But this manager guy leaves at 5:00. I go over there and after being passed around again to three different people before someone can find the right guy I do finally get the money.
BUT I WILL NEVER GO BACK THERE AGAIN. This is a case study in what NOT to do in regards to customer service. It is also an example of how a once loved and respected company has fallen. Do NOT go there. If anything ever goes wrong with whatever you buy you won't be happy with the results ... assuming there are any results.
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