Sears Complaint - Unsatisfied Customer
BALTIMORE, MARYLAND -- I am completely dissatisfied with Sears home cleaning service customer service. I ordered and scheduled carpet cleaning, air duct cleaning, and upholstery cleaning through the Sears website. I put all of my correct contact information (address, phone, etc) into the Sears database. Both the carpet cleaners and air duct cleaners got the wrong address for my home. They both called me to get information about how to get to my house. I gave them both the correct information. I was surprised that the Sears database did not print my contact information for their cleaners. Someone copied the wrong city in the place with my address. The representatives went to another part of Maryland that did not correspond with the address I inserted into the database.
The carpet cleaners eventually made it to my home. Then, the air duct cleaners called and said he was on the way to my home. Shortly thereafter, a representative from Sears main office called and informed me that the air duct cleaner would not be coming to my house for the scheduled service because the air ducts are suppose to be cleaned before the carpet. Mind you, I ordered all of these services at once expecting the Sears scheduler to schedule the appropriate services at the right time. Come to find out, the scheduler scheduled carpet cleaning before air duct cleaning and this created a conflict. The carpet cleaner was scheduled before the air duct cleaner.
I was very upset with this news because I rearranged my schedule to receive these services. The representative was insensitive to the fact that they were inconveniencing me, disrupting my schedule and were not providing me with good customer service. When I called to speak with a manager or supervisor, a representatives over the phone said "this does not make any sense, I can do the same thing as the manager" in a rude and unprofessional tone after I informed her that I would like to speak with a manager. The representatives at the main Sears office have been unprofessional at other times. My aforementioned experience was the last straw.
The manager said that he was going to call me back once he got more information about the situation and he informed that a customer compliant specialist would call me. No one has called me about my experience. I would have cancelled the carpet cleaners but the cleaners were polite and professional (at first). Then, they started arguing throughout the job and I think this impacted the quality of cleaning I received. One of the guys walked off the job because he was upset with the other worker. He later came back. Overall, I am completely dissatisfied with my experiences with Sears home cleaning services.