- Brooklyn, NY
Incorrect item received and unacceptable customer service in resolving my issue.
I ordered and received a set of wrenches last week.
Upon inspecting the wrenches I noticed that an incorrect size had been packed in the set. Straight away I contacted customer services via Email to inform them of the issue. I even provided them with photographic evidence of the mistake.
The following day I received a response. It stated that it was not possible for Sears to supply with the individual correct size wrench for my set and that I would have to ship the whole set back and accept a refund. This I found unacceptable and difficult to believe, as I had a similar incident happen a few months ago where Sears were more than willing to send me the correct missing item from my purchased set. I even sent customer services evidence of this also. I received the exact same response once more. Not content with the response I sent yet another two Emails, to which I have received no response or acknowledgement to whatsoever.
As you can imagine I am very dissapointed at the lack of assistance I have recieved in resolving my problem.