Sears - Guest Service
NATIONAL SERVICE, MASSACHUSETTS -- I can't tell you how disappointed I am with the Sears team. They say they are going to help you make things right then they don't respond to you besides a response on Facebook that seems to be automated. Look at all the responses they post, all the same with changing the topic. I am handwriting a letter to the CEO and sending it certified mail. I am also going to be contacting the TODAY SHOW or GOOD MORNING AMERICA or another major media group so they can look into the customer service rating of Sears, and how they handle customer issues. They say they are going to contact you but never call you.
I placed an order on 10-29-12 then got an e-mail it was out of stock and they cancelled my order. Instead of putting the money back on the gift card they are mailing a new card to me. Now I have to wait 10 days for the gift card and another 10 days after that for the delivery of my merchandise. Going to have to wait 20+ days in all for something I need this week. Called customer service 800-311-4313 talked with Lester and they can't do anything? Come on I had to wait over 1 year for them to send me a simple screw for my grill, now this. Sears has horrible customer service, and should look on how they treat customers.
Company Response on 11/2/2012:
My name is Liz and I am a member of the Sears Social Media Support team. I saw your post today and wanted to reach out to you to offer our assistance. I am very sorry to see that you had such a disappointing experience with your online order. It is frustrating enough to encounter any trouble with online purchase, much less to have it cancelled and the item is out of stock. We would very much like to connect you with a dedicated case manager to further discuss your situation. At your convenience, please contact our office via email at firstname.lastname@example.org so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Beaner413) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Sears Social Media Support Team