- Report: #148278
Complaint Review: Sears - Hoffman Estates Illinois
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Author Confirmed
Why?
Sears
3333 Beverly Rd Hoffman Estates, 60179 Illinois, U.S.A.
Phone:
847-286-2500
Web:
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I too can so relate to others about Sears no-customer service nightmare. It is utterly ridiculous the lack of concern I received from the 1-88-4-my-home number I was instructed to call. My husband called on June 7, 2005 and we were given an appt. for June 18th. The tech had an 8-4 window for the appt. and arrived at 11:59. The tech himself was very nice and polite and diligently worked on the Craftsman riding mower/tractor. He left at 1:38 and informed us that a part had to be ordered and promptly rescheduled us for June 29th between 8-12.
I called on the morning of the 29th to the above automated number to confirm the appt. was scheduled and it was. Well, come 12:30 no tech and no call. I called the 800# at 12:57 and got transferred to customer service. The CSR, stated she would text message the tech and find out where he was. I left my home for 10 mins. but my oldest daughter (13) was home and knew what to do. The CSR lady called back and said the tech was on his way. My daughter immediately called me and I was enroute to the house. Come 4:30 no tech, no call. Come 6:30 no tech, no call. I called both times and at 4:30 was told he was in my zip code and should be here an hour and a half max. Called back at 6:30 and was told he over 45 mins. away, had another call and probably wouldn't make it to my home before dark. The tech himself calls at 7:15 to confirm what I already knew--that he wasn't coming.
On Thurs. 30th-I immediately get back on the 800# (which I now know is located in San Antonio, Tx. and can do very little for me in Atlanta). To make a long story short (because it is a long one)--fast forward to today, Saturday, July 2nd (weekend of a long holiday)--no service, no appts., no concern from anyone either in Illinois (headquarters), Texas (call center), or Georgia (when I did get to speak someone here). You would think you were calling into the White House with all the put offs their customer service reps. give you.
You can't speak to a manager but one can call you back in 24-48 hrs. (NOT)!!! You can call headquarters and they are pretty much clueless so they transfer you back to the clueless reps. in Texas-who must take an oath not to put any calls directly with the people in the area that you live in (you know the ones who could probably help out the most--if there is such a thing).
When I ended my conversation I told the rep. that I promise I would NEVER step foot in another Sears store/outlet/establishment. My husband and I over the years have purchased a big screen TV, a dryer, our mattresses, refrigerator, Craftsman riding mower, several sets of tools (you name them), and a couple of the big red Craftsman tool boxes and as of last week were looking to purchase another dryer (this one is almost on it's last leg)from Sears (of course not anymore). I will not even go into the store to pay a bill to them (that has become my husband's job). I absolutely as disgusted with the lack of empathy of these people. HELLO---did anyone in Texas get the message--YOUR TECH MISSED THE APPT.--I WAS HOME ALL DAY!!! And of course Sears offers no compensation for you taking off work or making arrangements, they will however, offer you another appt. which could be up to another 2 weeks away!!!
Sears has lost a truly dedicated customer. My husband shops at Sears about once a month, especially during the Spring and Summer because he owns a lawn service (hence, the reason the mower needs to be fixed ASAP)!!! Well, here I am 3 days later still with no repair done on the mower (mind you the part had to be ordered and has been here over a week--waiting)!!!! I have spoken to approximately 22 people and have spent approx. 4-41/2 hrs. of time on the phone (alot of holding and being transfered from one automated number to another).
That's it---Sear's has burnt it's last bridge with me!!!! When the mower does get fix--no more. They have totally disappointed me (actually beyond disappointment)because no one tries to correct the problem that generated with the tech (I understand he had 10 calls that day but I didn't assign the appts. I just stayed home for it)!!!! He missed the appt. and now I am still waiting. We purchased the extended warranty and for what?? To be put off!!!
Oh, and the theme song for the call center is: "I understand". I told the last person please do not tell me that one more time. But to their defense that is one thing they are consistent on--saying they understand but not truly understanding and trying to accomadate the customer.
Sears customers beware--after doing business with them for over 7 years--you could be writing a very similar story one day.....
Angie
Atlanta, Georgia
U.S.A.
Click here to read other Rip Off Reports on Sears
I called on the morning of the 29th to the above automated number to confirm the appt. was scheduled and it was. Well, come 12:30 no tech and no call. I called the 800# at 12:57 and got transferred to customer service. The CSR, stated she would text message the tech and find out where he was. I left my home for 10 mins. but my oldest daughter (13) was home and knew what to do. The CSR lady called back and said the tech was on his way. My daughter immediately called me and I was enroute to the house. Come 4:30 no tech, no call. Come 6:30 no tech, no call. I called both times and at 4:30 was told he was in my zip code and should be here an hour and a half max. Called back at 6:30 and was told he over 45 mins. away, had another call and probably wouldn't make it to my home before dark. The tech himself calls at 7:15 to confirm what I already knew--that he wasn't coming.
On Thurs. 30th-I immediately get back on the 800# (which I now know is located in San Antonio, Tx. and can do very little for me in Atlanta). To make a long story short (because it is a long one)--fast forward to today, Saturday, July 2nd (weekend of a long holiday)--no service, no appts., no concern from anyone either in Illinois (headquarters), Texas (call center), or Georgia (when I did get to speak someone here). You would think you were calling into the White House with all the put offs their customer service reps. give you.
You can't speak to a manager but one can call you back in 24-48 hrs. (NOT)!!! You can call headquarters and they are pretty much clueless so they transfer you back to the clueless reps. in Texas-who must take an oath not to put any calls directly with the people in the area that you live in (you know the ones who could probably help out the most--if there is such a thing).
When I ended my conversation I told the rep. that I promise I would NEVER step foot in another Sears store/outlet/establishment. My husband and I over the years have purchased a big screen TV, a dryer, our mattresses, refrigerator, Craftsman riding mower, several sets of tools (you name them), and a couple of the big red Craftsman tool boxes and as of last week were looking to purchase another dryer (this one is almost on it's last leg)from Sears (of course not anymore). I will not even go into the store to pay a bill to them (that has become my husband's job). I absolutely as disgusted with the lack of empathy of these people. HELLO---did anyone in Texas get the message--YOUR TECH MISSED THE APPT.--I WAS HOME ALL DAY!!! And of course Sears offers no compensation for you taking off work or making arrangements, they will however, offer you another appt. which could be up to another 2 weeks away!!!
Sears has lost a truly dedicated customer. My husband shops at Sears about once a month, especially during the Spring and Summer because he owns a lawn service (hence, the reason the mower needs to be fixed ASAP)!!! Well, here I am 3 days later still with no repair done on the mower (mind you the part had to be ordered and has been here over a week--waiting)!!!! I have spoken to approximately 22 people and have spent approx. 4-41/2 hrs. of time on the phone (alot of holding and being transfered from one automated number to another).
That's it---Sear's has burnt it's last bridge with me!!!! When the mower does get fix--no more. They have totally disappointed me (actually beyond disappointment)because no one tries to correct the problem that generated with the tech (I understand he had 10 calls that day but I didn't assign the appts. I just stayed home for it)!!!! He missed the appt. and now I am still waiting. We purchased the extended warranty and for what?? To be put off!!!
Oh, and the theme song for the call center is: "I understand". I told the last person please do not tell me that one more time. But to their defense that is one thing they are consistent on--saying they understand but not truly understanding and trying to accomadate the customer.
Sears customers beware--after doing business with them for over 7 years--you could be writing a very similar story one day.....
Angie
Atlanta, Georgia
U.S.A.
Click here to read other Rip Off Reports on Sears
4 Updates & Rebuttals
Larry
Tucson,Arizona,
U.S.A.
You have confused the warranty you offer on parts and labor with a service plan.
#2Consumer Comment
Wed, August 24, 2005
Robert, You have confused the warranty you offer on parts and labor with a service plan. Sean, a Sears supporter, stated that Angie and her husband had purchased not only a lawn mower but also a service plan. Sean implied that Angie was seeking service on the lawn mower under the service plan, rather than the warranty. Sean accused Angie of defrauding Sears, reasoning that the service plan did not apply to commercial users and that Sears was therefore the victim of fraud because Angie's husband uses the lawn mower in his lawn service business. I would love to know under what theory of law a party can sell a service contract, then claim the buyer is ineligible, refuse to perform the work, keep the buyer's money, and finally accuse the buyer of fraud. A service contract is an agreement to perform work in the future. If Sears wishes to assert that Angie's husband is not eligible due to his commercial use of the lawn mower (and we should note that only Sean, not Sears, raised this issue), then Sears' remedy is to refund the unused balance of the contract.
Robert
Jacksonville,Florida,
U.S.A.
Why should Sears do that?
#3Consumer Comment
Tue, August 23, 2005
I offer a lifetime warranty on my mufflers and brakes...for NON-commercial use vehicles. If a customer decides they want to use their vehicle for commercial use AFTER I have installed something, they are not going to continue to have the same warranty. They have voided that themselves. Why should Sears refund anything after the fact?
Larry
Tucson,Arizona,
U.S.A.
So where's the refund?
#4Consumer Comment
Tue, August 23, 2005
So if the service plan does not cover commercial use why doesn't Sear's refund the money? Who's defrauding who? Sears took the money and is not doing the work. If the equipment is covered then Sears ought to show up. If it's not covered, then Sears should send Angie a refund.
Sean
JARRETTSVILLE,Maryland,
U.S.A.
You tryed to defraud Sears
#5UPDATE Employee
Tue, August 23, 2005
You said you or your husband purchased a mower from Sears with the service plan. You said Sears wouldn't service it. This sounds bad the way you said it, but YOU are wrong. You said your husband was using the mower for his business. It clearly states in the service plan contract that Sears will not cover any mower used for a lawn service business. It only covers consumer use, not commercial. So lady before you point a finger, find a mirror sweetheart.
