Complaint Review: A and E Factory Service - Internet

I made a purchase online from Sears.com, for my husband to surprise him for his Birthday. All is normal right? WRONG! The tire was defective so Sears.com sent out A & E Factory Services to repair the item which was a Creatfsman ride on Mower.

When the repairman arrived who's name was RON, inspected the mower, stated that I did not have a warranty in which I did, stated that I caused the damage at which time he began to argue with me without any provocation on my behalf. The Mower was only used once! And as this was all unfolding, I was Video Taping RON who was freaking out. And because he started arguing with me, I returned the ride on simply because it was not worth it. For RON coming out, he was paid 467.00 dollars (Labor) by the way....

When I brought it to the outlet here is when it got heated. Mike, a store employee started to say that I could not return the mower. Why I asked because Sears said that I could return it to a store near me. I was just following instructions. TWO HOURS with a threat of phoning the police for theft of funds, he finally got his computer to magically work and I got my refund to purchase another mower at a different store, I went from a Craftsman to a Husqurvanna (SP) and it was the best move I've ever made.

Sears then after one week sent return to my house which I also Video Taped to pick up a tractor that was not there anymore. They were told it was returned but failed to mention to their workers, the fella's who showed up to pick up the mower said that this happened all the time and I was glad that I recorded it. This happens all the time, Eh?

Then RON was sent back out to put on a new tire in which I told him return came out, isn't anyone communicating? RON started getting red in the face, looking down at his shoes, saying I came out here for nothing?!?!? I then said, do you remember when you started arguing with me in my home? RON responsed yes and that's when I said that I returned the mower because of him. Well, no one told me. Well, I just did.....

Then I made him aware that I was video taping him in which I asked him again, don't you remember starting to argue with me for no reason and that is precisely when he jumped into his van, yelled no and drove off not before I placed the recorder up to his window and getting footage  of A & E Factory Service truck speeding away as I yelled his name, RONNNNNNNN! lol, I got comical.....

I then called the A & E Factory phone number that was located on the back of the truck and what I received was even worse..... People who could not speak English but yet everyone of them had American names. Do not insult the United States of America let alone be Ignorant when being told that there is a problem. To know that Sears Outsources their repair concerns overseas is very concerning to me anyway.

Why doesn't Sears employ people here? Anyway, when I  kept asking for a Supervisor, I was hung up on SEVEN times and I couldn't have been sweeter than honey! I finally found a different phone number and spoke to someone  in the United States. I told her what happened and that I Video Taped RON, this is when she told me that I could not post the video!

 And remember, do not do business with Sears because if something breaks, the repairmen not only get paid more than the purchased item but will make many problems for you in trying to get what ever broke, fixed! Always remember to carry your cell phone with you with the recorder on. Make sure that the lense is faced upwards. You might not get the entire face but trust me when I say, you will get the entire picture.

To Sears: You are all horrible. I spent some money to purchase some things for our new home. When your system said that my order was cancelled, who showed up at my door literally five minutes later with my purchased items? USP!

Secondly, when my items were damaged and returned, you were sure quick to take the money out of my banking account but real slow in returning it. And talk about a major Communications Break down! From Repair to return to the Warehouse. Nothing about your System is right and as I told you all before, you need to fix that because the very people who work for Sears makes Sears look BAD & with that said, you just lost a valued Customer....

But the worst part were the apologies given by Sears Employees! Apologies mean nothing when the problems are never fixed. Remember that!

Word of Advice, I worked in Customer Service for over 15 years and when I could not address an issue that a Customer had, I sent the Customer to someone who was seasoned, who could handle any issue! That's the way you keep your Customer base and I never said sorry for your inconvenience Or sorry that you are frustrated. I had the common sense and logic that those very words would lose business. Something Sears lost in time and lacks now!

And because of Ron down to Sear's Customer "Care", I took my business elsewhere and the Store that I should of went to in the beginning to avoid all of this excels in treating their Customers with the up most respect and in purchasing a much better mower, it was the right move!

 And if there are problems, they come out and fix it, do it right the first time in which I could not be more pleased. Thanks, LOWE'S for making my home a little nicer, my life a little easier and for hiring people who are kind, concerned about their Customers and show them something caled, RESPECT, Something Sears lacks in all most every Department and also forgot to teach their oversea's friends.....

I cannot post a Video that I took of a man who worked for A & E Factory arguing with me sub contracted out by SEARS???? Someone who works for Sears???? She then started begging with me not to post the video, that she would address the issue but she never did so look for some Video's of all the employees of Sears coming to a computer near you.....

Ciao & enjoy!