Sears Complaint - Commission Salesman Appliances & Store Manager Marion IL Sears
MARION, ILLINOIS -- Long story short. I purchased a new washer and dryer. The washer didn't work when I got it home. I called my salesman after I called sears repair center and was told I wouldn't get an appointment for a repair for four days. My salesman stated he knew the head of the repair service department, had his phone number and would have him at my house early the next morning. I asked twice to be sure as this seemed too good to be true. My salesman again assured me by guaranteeing he would have the repairman there FIRST THING IN THE MORNING. We're up and waiting at 7:30am since they start repairs at 8am.
At 11am STILL WAITING. Finally get hold of actual STORE MANAGER who states that the salesperson doesn't have the authority to set up repairman. I told store manager whole story, he asked to call me back as he would look into it. In the meantime, Salesman calls me just as casual and breezy sounding as he says "Oh,my friend who does the repairs? I've been trying to call him and can't get him, he must be out already. I bring up that his manager said he didn't have the authority to handle repairs. Salesman became snotty and said HIS MANAGER DID HAVE THE POWER TO MAKE IT HAPPEN.
I mentioned that his manager still reported to the STORE MANAGER I had spoken to and I believed him. It went downhill from there. All the assurances I had received the evening before about if the machine couldn't be fixed just bring it in tomorrow and we'll make it right? MORE LIES!!! Evidently they must not offer training in ethics and morals. I was met with hostility because I demanded that I had to have a working machine that day. Whether it was getting this one fixed or returning it for a different one...I had to have a washer. Hubby promoted, uniform clothes he has to wear now are coming out of 4 years of storage and must be clean and ready to be worn tomorrow. Too bad....so what.....they don't care. I'm being unreasonable because I won't wait over a week for a new part on the machine.
I take it back and the store manager tells me he will refund my money but that I wouldn't find a "budget priced" machine similar to the one I had bought to exchange the machine. I smiled and said I would get whatever I could and the repairman had recommended Whirlpool. I went and looked, found a different machine for 849.00. I asked my new salesman what he thought they might do..give me ten percent off, give me a free bottle of the detergent they sell for HE machines? He seemed confident that they would do something. He called for the the Store Manager who had suddenly left. The assistant manager came up instead. I started by asking if she knew what had happened and she replied that she had heard bits and pieces all during the day and that the manager had advised of the return. I asked very politely: What can you do on one of these washers?
Her expression became hostile and she looked at me as if I was a gold digger as she told me that THEY REFUND MONEY ONLY OR credit the amount I paid on the broken machine onto a new machine but would not do anything further and would give NO DISCOUNTS. I just stood there for a moment and felt my face go red in embarrassment. I started to ask why Dave said they would make it right and she rudely cut me off and said HE was the one who said he would do nothing further. I guess they thought I was expecting to go pick out a machine twice as expensive and walk out the door with it and not pay a penny more. All I wanted was just some recompense for being lied to and having my time wasted because of it. Ten percent discount? A bottle of detergent maybe?
Even a gift card for buy one get one free or something? Just a token to say "Sorry we screwed up and caused you so many problems today and couldn't make it right." We want to keep your business and value you as a customer who comes here a lot and purchases appliances loyally with us. Hope this coupon will help make things right between us. Instead I got the "You are a greedy gold digger" expression and tone along with the defensive attitude. Okay Sears. I was a Sears Roebuck Toughskins kid growing up with my First Generation Sears Catalog ordering parents who still buy their appliances there. This second generation Sears customer will never forgive the treatment I received. My older THIRD GENERATION Sears shoppers are cutting up their Sear's Card.