Sears Complaint - Sears 1 800 no customer service line
Well, I have reached the end of a series of incredibly bad experiences with Sears in Canada today. Lucky for me, it ended at a catalog order center in the basement of our huge Sears outlet here in northern BC.
Over the past two weeks I had been trying to get a small part (plastic about 3cm long) for my Kenmore washer (front loading). My journey started in the Philippines where I spoke with a parts order call center. I was told that by paying a premium to have my parts delivered I would get it in three days. So, though I would have preferred to pick up the part at the store - I chose to proceed.
I was told that I had to be at my home to receive the part or the call clerk couldn't guarantee what would happen to the part. Well, I was able to be in my home on the day in question, so that didn't seem so bad. Come the day, no part delivered. No part delivered the next day, but when I called the center I was reassured it would be delivered on the next day and that day came and went and still no part.
The part finally arrived four days later and lo and behold it was the wrong part. I called the parts order service (this time in Quebec) and the really rude phone representative made it see like it was my fault it was the wrong part. He then proceeded to tell me to give my credit card number he would send - wait for this - the same incorrect part.
Fed up, I called customer service (Ontario) and then learned that there was no way to get a refund online. I waited on three separate occasions for someone to tell me how to return the part and get my money refunded. I was told I could return the part to the store and once it was back at ----- the Philippines I guess --- I would be able to claim a refund. Well, when the part arrived it had no label, there was no receipt in the package. All it had was an address label and the part inside.
I did go to the store, and thankfully, these wonderful customer service representatives were able to help me out. A clerk called the 1-800 nohelpline to get find out the price of the part and shipping and summarily refunded by credit card.
So, the lesson here is, think twice before you buy a major appliance from Sears - or, at the very least, go forearmed with the knowledge that if you need a repair or a part you will only receive the Sears no help line service if you live anywhere outside a major metropolis.
I ordered my part through another company, and sorely needed my washer, I paid through the nose to get it delivered next day. As I told many of these representatives, just a couple of weeks ago I ordered a part for my laptop from a company in China. Deliver was under 10 dollars and I received the part in 5 days.