Sears - I am now a former customer
'fine' jewelry - Complaint
AUBURN, MASSACHUSETTS -- I received a pair of gold hoop earrings as a Christmas gift. I don't wear them every day, and I am very careful with them (off OR on). I was putting them on yesterday, when one hoop snapped into two pieces (later discovered there was another crack in the same hoop).
I took the receipt and the broken earrings to the jewelry counter. The clerk looked at my receipt and showed me the return policy listed on the back - 90 days...but my earrings are broken...the hoops shouldn't snap in half after six months.
Called the manager over. He did the same thing...showed me the return policy on the back of the receipt. He told me if I had purchased the 'care policy', I would have been covered. I reminded him that I received them as a gift. Told me there was nothing he could do. I said to him, "it's too bad you opt to lose a customer instead of giving me a store credit to keep me happy."
I asked for the corporate headquarters phone number. They wrote it down and I went on my way.
I dialed the number they gave me. At the other end of the line, I was told to press the star key, and I would get a text. Oh, I got a text alright, the text told me I would be charged $9.99 for a locator service, unless I replied STOP. WTH? I immediately called the jewelry department and told them about the number they had given me. She offered to transfer me to the office. I spoke to someone in the office, who asked me what the number they had given me was. Come to find out, they had TRANSPOSED the digits when they wrote it down. UGH! I told the woman in the office that if my cell phone is charged, she will be hearing from me again.
I proceeded to look up the corporate number on line. The first time I got through, the woman asked for my name. No sooner had I told her my first name, and the call was disconnected. Great. I called right back. The receptionist said if I give the next CSR my phone number, they can find Pam - the CSR I was speaking with.
Ha. After 10 minutes of waiting, a CSR picked up. I told her I had been disconnected. She said, "there's no way we can find out who you were speaking with"...funny...the receptionist said you could. Anyway, I didn't want to fight that battle...they were already on strike two.
Once again, I told the CSR the story of how the manager told me there was absolutely NOTHING they could do - even with the receipt in my hand. She told me she would submit my complaint and the department that handles complaints would look into it. Oh, and she'll send me a $10 gift card for the phone number hassle. GREAT. Too bad I'll NEVER shop at Sears again! If/when the card arrives in the mail, I'll be cutting it to pieces and sending it back.
My issue isn't really resolved. I have a broken pair of earrings - which is embarrasssing to the purchaser, and I've got a bad taste in my mouth - they wouldn't even settle for giving me a store credit. Even with the receipt in my hand. Ridiculous!
So if I hear from the complaint department, I'll be very surprised. In my opinion, the CSR may as well have said she was sending it to the dead letter department.
I stopped shopping at Sears about 15 years ago, after a horrible experience in the photo department. I wrote a letter directly to the president of the company back then, expressing my displeasure with the photographer and that day's experience, and never heard one peep back. Stores that don't respond to complaints don't get my business.
And to Sears - just remember - bad word of mouth travels faster than good.