Complaint Review: Sears

My belief is that the corporate culture of Sears is not committed to quality, or its commitments. Additionally , my experience with Sears leads me to believe that they are not trustworthy in their service commitments. If Sears is not trustworthy in its service commitments, my belief is that one cannot trust that it is committed to its manufacturing either. Our family will never buy a Sears product again, nor use Sears for any services of any type because we do not believe that Sears is committed to normal business practices. This is why: On July 7, 2007 I contacted Sears nationwide service for an outdoor appliance repair for our natural gas Grill. We set up a time with them for July 18, 2007. They told us to be available from 8 oclock in the morning until five oclock at night. They told us that their technician would definitely be there during that time. We explained to Sears that this meant that either my wife and I, who both work on Saturday , would not be able to go to work. This would represent an extrema hardship and cost to us. It was worth it to us to get the girl repaired, so my wife stayed home. She called Sears to confirm that someone would come. I got home from work by three oclock, I also called and I was told that the technician would definitely be there but he was running late. The technician was not there by five oclock, I called again, and they told me that the technician could not come to my house that day because he was too busy. We told Sears how difficult this was for us and asked that (under the circumstances) if they would make an exception. We were told that there was nothing they were willing to do. We explained to them that they had promised to come to our house , but my wife had taken off work, and they told us that their technician had just run out of time. They offer to come back in two weeks.. we then arrange for them to service our grill on August 18, 2007. We again told him that we would have to take off from work AGAIN in order be present for their technician. We were promised that the technician would come for sure at this time. The same thing occurred , we call Sears over and over again, including another number: 800-272-1000, we spoke to multiple people including Joe who told us I will take care of this and many other people. Again , at about five oclock we were told that the technician had been sick all day, and could not come to our house. We told the Sears representative that the technician was not ill , we had been told by many of their employees during the day that the technician had been working, and therefore they were not telling us the truth when they told us the technician was ill. I asked to Speak to a supervisor , I was finally given a supervisor to speak to, and was told that there was really nothing Sears cared to do to make this right for us. The impression I had was that living up to its business commitments ( I suppose especially small ones) was not important for Sears, and indeed we were not important. Do you really want to do business with a large organization that has contempt for you (the small consumer) and does not find its commitments to be significant or important? I sure dont.

Sharppen
monmouth junction, New Jersey
U.S.A.