Sears Complaint - Horrible Customer Service And Not Even An Apology
I visited the SearsPartsDirect website on June 2, 2009 to try to find several parts for my Craftsman Gasoline Weedwacker, Model No. 358.795501. I found two of the parts, but could not find the third part, a primer bulb.
I then drove to the Sears Parts Store at 601 Atlantis Road in Melbourne to ask for assistance. The man that worked there was very UNhelpful. He took my manual, which I had brought with me and tried to find the part in the diagram and on the computer. He could not find it and just told me that he could not help me. He never asked the other sales associate there for help or offered to call anyone else to help get an answer or looked at another weedwacker in the store to see if he could find another similar part that he could order for me.
I then went to the Sears store at 1050 S. Babcock Street and told them of the lack of help I had gotten from the people at the Parts Store. They told me that they know how bad the service is there and THAT THEY EVEN HAVE PROBLEMS WHEN THEY HAVE TO DEAL WITH THEM.
I then came home and called the 800 number for Sears Parts Direct to see if someone there could help me. They told me that they couldn’t find the part number BUT IF I COULD FIGURE OUT THE PART NUMBER, THEY COULD PROBABLY ORDER IT FOR ME.
I hung up and called the 800 number again so that I could register a customer service complaint and the woman that answered told me that she could not do that. That all she could do is schedule service appointments.
I then wrote a letter to Sears Parts Direct detailing my experiences. I received a call in a few days from someone that said they would look into it. About two days later, they called back and said that I could not buy the primer bulb separately, but instead had to buy a $30.00 carburetor kit. When I expressed how ridiculous that was, the gentleman just said “Thank you for choosing Sears.”
Today I went down to a lawn mower repair shop down the road. They were able to sell me a primer bulb that fit perfectly for $2.50.
I have been a loyal Sears customer for as long as I can remember but one of the things that kept me coming back was the service. This experience leads me to believe that Sears no longer deserves their reputation for excellent customer service.
I sent this entire message to Sears as a complaint and I got a form letter in return. They have certainly lost me as a customer.