This is an e-mail sent to Sears Holding today.
I am writing to you on behalf of my mother. She doesn't have a computer, so I am e-mailing you with regard to her complaint.
She contacted your appliance repair department a couple of weeks ago to schedule a television repair appointment. At the time of the call, she was asked to confirm her address, which she provided at the time of the call XXX, Columbus, OH 43214 and her phone number 614-XXX-XXXX. The appointment was sent for today, April 29, 2013 between 8 am and noon.
On 4/28/13, she received a call from Sears, but was not home at the time, so did not talk to anyone, and no on left a message on her voicemail.
She called this morning to confirm the appointment, and I was online chatting with Richard Gellar to also confirm the appointment, since we were on hold waiting for a long time. I disconnected the chat with Richard when someone finally answered the phone. Richard was advising me on the chat that the address that was listed was not the one I listed above; when we spoke with the girl who answered the phone, she advised that the address they had was XXX Columbus OH 43202 (which used to be my mother's address, 15 years ago). I advised her that the address she gave me was incorrect - she changed it immediately, and advised that the updated address was given to the technician for the appointment. I asked her to verify when the appointment was going to be - to see if they had a better time, and she advised between 8 am and noon (it was almost 10:00 am at the time of the call). I asked to speak with a supervisor over the address mix up, and she advised that they wouldn't be able to tell us anymore than she could - and why did I need to talk to a supervisor. I told her that I didn't want to talk to her any longer, and requested that she transfer me to a supervisor. She hung up on me.
I called back, and this time, talked to Ron - we explained the issue again and that we wanted to talk to a supervisor regarding the issue with the address mix up and that the previous representative (who's name I do not have) hung up on us. I told him that I wanted a supervisor that was in the United States - he advised that I was calling Chicago and that he was an American citizen - I told him that I didn't believe him and to please transfer me. He then transferred me to Chris (operator id # 593288), who advised me that he was contacting the dispatcher to make sure that the address was updated, and that was all he was permitted to do, and the appointment was rescheduled for the afternoon now, and I could take it or leave it. I advised him that I wanted to talk to his manager, and he said he was as high up as I was going to get, there was no one there that managed him. I informed him that his attitude and customer service skills were lacking and that they should at least discount the sales call due to their mix up. He refused, and we terminated the call.
We called the Tuttle Crossing store in Dublin Ohio to try and get a better phone number to voice our complaint, and Aaron in electronics was very helpful and gave me a phone number to call and complain - 800-549-4505. I called, and spoke with Necey, when I explained the situation to her, and told her that I had taken the day off work to be here for this appointment and was now advised that the appointment time was changed due to an incorrect address that was their fault - not mine, and that the customer service that was given was the worst I had ever encountered. I asked her how she would feel if she had taken a day off work and received the run around that I had that morning - she said that she would have scheduled the appointment for a day that she was already off, and would not have taken a day off work. REALLY??? This is the kind of empathy your customer service representatives have? I am appalled!! I advised her that I wanted a discount on the service appointment, and she said - we don't do that. I can send you a $20.00 gift card, but that's all I can do. I declined the $20.00 gift card, because frankly, that's a slap in the face from Sears. Necey gave me a case #1387689 for my complaint.
So while trying to find a way to get in touch with someone who cared, I called Aaron at Tuttle Crossing again, and while I was on the phone with him, received a call from the a&e technician - Greg Swan, who advised that he would be there in 15 minutes. I told Aaron that a technician was on his way, and if I needed to talk to anyone, I would call them back. We waited for 15 minutes - no Greg. Greg called back, and stated that he was at the wrong address and the person who answered the door was unaware of a service call. Thanks so much for disturbing our tenants - we truly appreciate that!! I advised him that we were told that the customer service department had contacted the dispatcher to update the address, but apparently that was a lie - since Greg never received any communication from anyone about the address mix up.
Greg showed up and did his diagnostics on the television, but do to the fact that they were unable to pinpoint the issue, and the parts were more than the television cost, we declined the service. He was given a check for $105.68 for the service call, and we completed a survey on his laptop that we were not happy with the service that we received with the customer service representatives. Greg was fine - there were no issues with his service - just the customer service department. He gave us a number to call regarding our issues today, so I called that number 888-236-1887 and spoke with Cathy (operator id #55324) who gave us this e-mail address, since the hold to get in touch with you was going to be more than 30 minutes. Cathy was told everything that is in this e-mail, and she agreed that the customer service we received today was very poor.
Now, we have paid $105.68 for a service call and have talked to numerous people regarding this service, and feel that Sears itself should reimburse us at least 1/2 of the service call back. I do not want a gift card for Sears - as at this moment - I will not do business with Sears again, unless this situation is rectified to my satisfaction. The people that you employ to take appointments or answer questions about appointments are obviously not in the United States, and have the most horrible customer service skills I have ever seen; in addition the other area, wherever Necey works - she obviously has poor customer service skills and needs to take a class on empathy. None of your phone customer service representatives, except Cathy, have any clue how to talk to anyone. You have not empowered them to resolve issues - only to say I'm sorry (which they don't mean) and tell the customer there is nothing that can be done.
If this complaint is not resolved to my satisfaction, there are other avenues that I will take, including submitting a complaint to the Ohio Attorney General's office. I have been a customer of Sears for many years (more than I care to even think about), but will take my business elsewhere and will never step foot in one of your stores again, if you do not do something about this issue.
Monetary Loss: $350.