Sears Complaint - SEARS very disappointing very frustrated!!
MICHIGAN -- I have had nothing but bad luck and a hard time with dealing with your(sears) customer service people, regarding my problem! I am very disappointed in the company as a whole now. I have always come to Sears for big purchases and still I get no where with my PA agreement on my sharp AQUOS HDTV. Why is this? It takes years to gain a customer and seconds to lose one. Sadly to say this is where we are heading.
This all started about 2 weeks ago, when I found a problem with my TV. I called and had someone come out to look at it. The first problem occurred when the serial #s did not match up to the tv. We resolved this after several hours of phone communication, it was a typo. Still, they could do nothing for me on that day because the PA was not transfered into my name, or at least they had no records of it. I had called previously to check that everything was set up correctly, which they said everything was all set to go, and the reason I set a time and date for them to come out in the first place. No biggy, everyone makes mistakes, and sometimes things get misplaced or filed. We at least got things in motion and established that there was a problem with the LCD screen and that they no longer made them. I was told I would be contacted in a few days(2-3) when everything was all set for me to pick up a new tv. I was not. So, I called them and they told me everything was all set to go and I could go up to the local sears and get my new tv. I did this, traveling 8 miles both ways, only to find out that the store had no idea of what I was talking about and had not received an order from customer service regarding the arrangements. Three hours later and still no tv, I left for work. After work and during I contacted yous again and again only to be redirected within to several of your departments being told several different things. I was told they would have it, they would process this quickly due to the inconveniences I experienced, and they were sorry and would get back to me as soon as it was taken care of. I received a phone call that it was set and ready to be picked up. I went to the store, yet again, to find out they didn't have it in stock, but one in Rochester did. So, I drove another 30 miles out of my way to go get it. When I got there I found out that it as not a Sharp Aquos that I was to be receiveing, but a no name brand VIZIO tv that was $599. They only approved it for $600...all the rest of the tvs where at minimum$999!! The Sharp AQUOS, I believed I was going to get, was double that in price!!! They told me I could pay the difference if I wanted it...Why would I buy an Aqous and want it replaced with a no brand?? That is half the price? AND therefore half the quality? You do get what you pay for! I totally do not agree with your company's bait and switch they have pulled on me!! I can not afford to repurchase another AQUOS and feel that is what I should have received as a replacement!! You buy something and the same should be replaced to you if you have an agreement!! The store manager told me he couldn't do anything about it, but to recontact customer service. So I took home my replacement tv, which is still sitting in the box 5 days later!
As soon as I got out of the store I recalled you guys and talked to a gentlemen which told me the manager had the authority to over ride and make the customer happy, so I returned into the store and waited, while the manager took care of another customer. After speaking with him again, he wanted to make sure he would not have to take the loss. I recontacted you guys and gave the guys id # and was told they have been closed since 4pm...thats funny I just contacted him at 703pm!! But, of course, he was no longer there or at least I couldn't get in contact with him. All the other people told me they did not know, that I would have to call in the morning. So, I again left the store, very unhappy and even more frustrated and drove back another 40 miles home. First thing the next morning, I called yet again, only to get hung up on, treated rudely, switched from department to department, and be told to contact cooperate. I have spent so much time on the phone explaining my issue over and over again that my voice is almost gone! I was never rude to any of the reps, nor used swear words or such. I did clearly state I was very frustrated with the whole system and that I wanted to talk to someone higher up then they were, so I could resolve the issue. That is why I was told to contact cooperate, but they have no # to give me, only a mailing address. After being hung up during several switches to other departments, I was put in touch with a guy who said he was with cooperate, and that it was a store issue??? This has nothing to do with the store! It has to do with whoever is in charge of deciding what a customer gets for replacements to begin with, and with cooperate for all of the frustrations and time, let alone gas I have wasted with its company's workers. All of which has only gotten me a tv that I do not want nor feel that is up to the standards I thought sears upheld.
I want to know who I can contact to resolve this issue without re-expaining myself to 50 different people again. I really am at my wits end over this whole experience!! I can not believe that a company would treat its customers like this. And I truly would not wish the past few weeks on anybody!! It has been a very disappointing and absolutely negative experience, that has been draining and costly on my part!! If this is not resolved I will be forced to make customer complaints on all levels,to the web and tell everyone I know not to shop here due to these reasons! I don't want to, but I will contact the better business bureau too, and whoever else will listen to me, for it seems you guys are not!
PLEASE CONTACT ME VIA WEB OR PHONE!!!
NOTE!! Look at its review on my3cents.com 76% marked it as a 1 star and is only ranked a 1 1/2 star in total!!!