Sears Complaint - Intimidating sales tactics a copy of my complaint letter
I am writing with regard to the bullying and intimidating sales tactics that I
experienced on Thursday November 30th 2006 at our no-obligation free in-home
estimate for Sears replacement windows. My experience with two of your
employees has left me upset and concerned for others more vulnerable than myself.
I was not informed that the appointment would take so long. It took nearly
three hours, (between 6pm and 8.45pm), a maximum of thirty minutes of which
was spent actually measuring up. By the time I managed to get them to leave my
home it was late, dark and I was beginning to feel threatened by their
insistence on staying in my house with me until I made a purchase.
The salespeople kindly offered to deduct a total of twenty-percent from the
cost of replacement if I signed immediately. I explained firmly that I would
not be making a purchase that night as I wanted to get a number of quotes from
other companies. I was asked why I needed to get more quotations having seen
their product. This question was not only intrusive but ridiculous. Getting
multiple estimates is what any responsible homeowner does.
I had alerted them to our restricted budget from the outset, but when I
reiterated this point the rude response was "So are you telling me that
quality isn't important to you?" The two gentlemen continued to attempt to bully me, repeatedly insisting that their twenty-percent deduction was only available that evening. They repeated this offer at least eight times after I had initially refused it. I attempted to remind them that their estimates carry no-obligation to buy and indicated that I felt I was being forced to sign.
In response to this I was told that we obviously weren't serious about making
a purchase. I found this comment highly offensive and began to feel distressed
by their intimidating, coercive tactics and the unfriendly tone they had begun
I have since discovered from online complaints forums
http://www.my3cents.com/showReview.cgi?id=16153), that this pattern of
questioning and intimidation is not an isolated event. This leads me to
believe that Sears is actively training its salespeople in the unethical
practices outlined above.
We still have many projects to complete and many items to purchase as part of
our remodel and were hoping to be able to use Sears for many, if not all of
these. However, after this experience we are loath to do business with a
company that appears to train its employees in this way. I also feel that
others (particularly the elderly and the about the sales tactics that your company appears to endorse. A letter of apology and reassurance would go some way to encouraging us to shop with Sears again; as would an agreement to raise this issue with the relevant sales staff.
Many thanks for your kind attention.