Sears Complaint - The Good and the Ugly
ROME, GEORGIA -- I went to #6578 Sears to get tires for my car around 9:30, July 5, 2010. The Manager on duty was great. They did not have the tires in stock, but he called an got tires for me. We did not have the Sears card and I told him. That morning we called and got the Sears credit card number and the amount that could be charged on the Sears card from Citibank approved. I left my car and told them that I would be back around 3pm. My car was ready with new tires and an a oil change. When the cashier ran the card around 3:30pm, the card was declined. We called Citibank and I talked with someone and asked her what went wrong between nine and three that cause my card to be declined. She told me since my husband was not there at three, it was none of my busy. That she had to talk with my husband. He could not be there at three. She was rude. I ask her what was I to do. She said it was not her problem. I ask to speak to here supervisor. She did not want me to talk with anyone else. I had to as her over twelve time before she put someone else on the phone. I don't believe that the person I spoke with was a supervisor. The second person I talk with I suggested that she go back and listen to the call. She tried to make things better but it was to late. That type of problem will cause people to stop shopping at Sear. Hat off to Sears 6578 for there great service. Citibank on the other hand, there are no nice word to say.
Company Response on 7/20/2011:
I am so sorry this happened. We do want to get involved and try to assist you with this Citibank issue. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at email@example.com. Please send us an email providing a contact phone number and the phone number the tires were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (brenwash) for reference to your issue and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support