Sears Complaint - Sears Home Improvement Service
Had an appointment today to get an estimate for new countertops. Two gentleman arrived, one introduced himself as a Sears employee, never gave his name. The other gentleman was a laborer from another Company to take the measurements.
The Sears gentleman made it very clear that if I wasen't prepared to sign a contract today he couldn't spend a lot of time with me because he had a "wholesale" he had to go to. I told him I was not prepared to sign a contract and just wanted an estimate. His demeanor changed immediately. I asked to see sample colors for the countertops and was told it was from the manufacture "Corian". I had researched all of Corian's colors the night before plus "LG" and "Wilson" colors, so I knew what color I wanted. None of the colors I was shown were "Corian" colors. I told him that, and he stated they were. After telling the laborer to stop taking measurements since I did not like any of the colors I asked the Sears Rep if he dealt with any other Manufacturers. He stated that he also used "Dupont" but did not bring any of their samples. Corian IS made by Dupont, therefore he lied when he claimed the samples were Corian.
The Sears Rep was rude, unprofessional and I suspect a liar. I have contacted Dupont regarding this episode and the "bait&switch" Sears attempted to commit. Under no circumstance would I recommend Sears Home Improvement for any repairs or upgrades. I fear I will get inferior service and material.
Company Response on 7/28/2011:
My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the team that came to your home to give you an estimate and the confusion with that estimate. I can only imagine the frustration this has caused you and your family and would like to offer our assistance to get it resolved. I have read your post in it's entirety and apologize for the difficulty in getting the proper items estimated for your home. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.
At your convenience, please contact our office at email@example.com so you don’t have to continue to be impacted by this. Please send us an email. In the email, please provide a contact phone number and the phone number the used to set up your estimate with Home Improvement (if different than the contact phone number) and we will call you directly. Also, in your email please provide your screen name (rick31621) for reference to your issue and we do look forward to talking to you soon.
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