Solid As Sears... No Longer Holds True!!!
Kenmore Washer/Dryer - Complaint
March 12, 2012
Mr. Louis J. D’Ambrosio
CEO - SEARS HOLDING CORPORATION
3333 Beverly Road
Hoffman Estates, IL 60179
Dear Mr. D’Ambrosio,
We are writing to you to express our extreme disappointment in our shopping experience with Sears. Growing up, the popular slogan in both our households was “Solid As Sears”. Unfortunately, we do not feel this way any longer. On December 17, 2011 we purchased four new appliances totaling $4700.00. The merchandise was delivered on 1/6/2012. On 2/22, the dryer stopped working on our Kenmore stacked washer/dryer unit. We contacted Sears immediately and they agreed to exchange for a new unit. The delivery was scheduled for 3/3 but on the morning of the 3rd, Sears delivery called and said the unit was defective and the delivery would have to be on Monday, the 5th. On the 5th, the new unit was delivered but unfortunately, the washing machine did not work properly. We immediately contacted Sears and the third unit was scheduled for 3/10. On 3/7, we received a call that the unit would not be available until 3/13. Okay, not so bad a few days later! On 3/10, we received four phone calls saying our replacement unit would be delivered on 3/13. Great.....imagine my surprise when five minutes later, Sears called back to say there was a problem with 3/13 delivery and now it would be 3/20. 6 WEEK OLD UNITS BREAKS ON FEBRUARY 22ND AND WE HOPEFULLY WILL RECEIVE A NEW, WORKING UNIT ON MARCH 20TH. SOMETHING IS NOT RIGHT WITH THIS PICTURE! When we phoned Sears delivery to clear up the confusion, we were told this unit was being held up by the manafucter and it wasn’t Sears fault! The unit is a Kenmore and Kenmore is the Sears brand so this remains a confusing point why Sears is not responsible for making a defective product! We then called our salesperson at the Edison Mall in Ft Myers, David Shapol, who has been extremely consciencous and professional through this entire fiasco. Obviously, he understands the mantra “keep the customer happy”! He suggested we contact Sears Solutions in hopes to resolve this issue. After several calls and many hours on the telephone to Sears Solutions and Sears Delivery, we were told by all there was nothing anyone could do to speed up the delivery or to guarantee 100% that the product we are scheduled to receive on the 3/ 20 would in fact be delivered without another delay! On 3/10, we contacted the Edison Mall store manager, Jonathan Cannon, in hopes that he could assist us but to date I have not heard back from him.
Through all of this confusion, both my husband and I were treated in a totally unacceptable and unprofessional manner by your Sears team of service representatives. We were hung up on more then once when questions couldn’t be answered by them as well as they refused to give their ID numbers or last names. Each time, we requested to speak to a supervisor, we were told there wasn’t one available or “I am the best you are going to get”. Each time we asked if we could be compensated with a discount for being asked to wait ONE MONTH for a unit that works, we were told we would be receiving a $50.00 gift card in the mail. It has cost more then $50.00 to drive back and forth to do our laundry over the past weeks! We have kept a log of all the dates and the representatives we have spoken to should you want this list. We did make the mistake of paying for this merchandise in full immediately on a Sears charge card or we are positive this problem would have been resolved immediately. We can appreciate appliances having manufacuring issues but will not tolerate unprofessional and rude behavior on the part of customer service representatives. We understand you are the CEO of a very large corporation and we are only two customers who spent $4700.00 in your store. We also understand that we have not been singled out to be treated with such unprofessional customer service and if this has been done to us, it is being done to others. We understand as the CEO, one of your roles is to develop new distribution as well as maintain existing distribution and not to deal with the day-to-day at the customer level, however; in the end if the customer doesn’t walk through the door and make a purchase, sales are lost and stores’ end up closing. Even with the challenges Sears has been faced with of late, my husband and I held to our belief that Sears was a reputable retailer. Today, we don’t feel that way and you have just lost two customers! What a shame “SOLID AS SEARS” is no longer a valued slogan!