Sears - Customer Service No Longer Exists
Parts and Services Department - Complaint
I am wondering at what point did Sears stop assisting customers? I own a craftsman riding lawnmower that is several years old. We needed to buy a part to fix it and Sears wouldn't do that for us. We had to go online to order the parts. If they sell you the item in a store, you should be able go to that store and have them order the parts for that large ticket item, in that store. Some people do not have and DO NOT want a credit or debit card. I should be able to go to the store I bought the lawnmower at(with a check) and buy parts there for that lawnmower-with a check. This is not MacDonalds, I expected and have in the distant past actually received help when I went to a Sears store. Apparently Sears no longer cares if they keep customers business. We have for years bought Sears appliances, lawnmowers and many other large purchase items and tools. However, if we can't get any help getting parts, just because we have older tools, then we will no longer buy our large purchases through Sears. We plan to buy a zero turn lawnmower this summer, and due to the way we have been treated in dealing with our old lawnmower we will no longer be buying that at Sears. Since Sears has apparently become a self service company, and will only help when sell you something AND Since I have not received ANY help from any of the stores I have called, I will absolutely NOT, buy any other large item from this store. If I can buy, in your store, a new item with a check, why will you not order a part online, allow us to pay you, the store, with a check? When did you start making us pay all of the shipping. At what point did you decide that you no longer needed to provide ANY customer service. You may survive awhile on your past reputation, but for only so long. You will run yourself out of business, by treating your customers, ESPECIALLY your long time customers, with such callous disrespect. Believe me when I say you are the first( besides the actual stores and their managers) BUT you will NOT BE THE LAST to hear this story.
In case we haven't gotten the point that Customer Service NO LONGER EXISTS at Sears.....a simple check of question # 5 below, where it asks what category does this review fit? Surprise surprise....customer service is NOT even a choice.(ONLINE only- this certainly may leave out a lot of long time customers as many of them are older and do not have a computer)