Chit Chat : Current Affairs
Sears repair was the worst customer experience ever!!
By shereer12345 posted 12-13-2013, 09:00 AM
Two Sears repair guys came out yesterday to replace a bearing on a Whirlpool washing machine I had purchased in April. They pulled the washer out onto the sidewalk and dropped it off of the step. Then they took apart the washing machine and left it laying on the sidewalk while they chatted and looked at pictures on their phones. After an hour and a half of laughing and talking they finally worked on the washing machine. They put it back together, picked up their tools and went to their van to have lunch. All the while my washing machine was just sitting on the sidewalk of a busy San Diego street. After sitting in their van for a half hour, they came back and started to move the washing machine back into my home. A repair that should have probably taken 20 minutes, took two and a half hours. I asked them for their names and manager names and then the older gentleman became combative. He started threatening me that next time I would have to move the washer myself. He gave me a fake name and wouldn’t give me his manager’s name. He left without seeing if the washer worked or having me sign any type of paperwork. I attempted to call Sears customer service to speak to a manager twice and each time I was put on hold for over 30 minutes and I finally disconnected. Sears obviously does not care about it’s customers. This will be the last time I purchase anything from Sears because of the horrible customer service.(To reply to any topic or comment, you must Sign in)
By SHC-JulieK posted 12-13-2013, 10:30 AM
Hi there, shereer12345! Thanks so much for posting your experience on our community today. I can’t apologize enough for how you were treated during your washer repair. I am going to send your comments along to the SearsCares team. They are a great resource to hear your story and do what they can to help.
A team member will visit shortly requesting more information from you. Once they do, I will notify you via an email that will include a link back to this thread. Check your inbox!
Keep us updated on the progress of your case.
Thanks!By shereer12345 posted 12-18-2013, 09:59 AM
As I expected, I never received a reply from anyone. This confirms my belief that Sears does not care anything about customer service. I would think that a large company such as Sears would realize that providing poor service is only going to hurt their business. But obviously it doesn’t matter how you treat customers once they make a purchase from you. I will never purchase anything from Sears again and am sharing my experience about the poor service I received with everyone I talk to so they are aware of what to expect from Sears in the event that they ever have to deal with Sears customer service.By SHC-LizR posted 12-18-2013, 01:37 PM
My name is Liz and I am a member of the Sears Cares Escalations team. We thank you for bringing this matter to our attention. We certainly can see why you are so frustrated with what has occurred with your washer repair. We would be happy to have a case manager contact you and address your concerns. At your earliest convenience, please send the following information – contact #, screen name (shereer12345), phone # used at time of purchase to firstname.lastname@example.org. Again, we do apologize for the inconvenience and look forward to speaking with you soon.
My Sears Community Moderator
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