• Report: #1091492

Complaint Review: Sears Outlet

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  • Submitted: Sat, October 12, 2013
  • Updated: Sat, October 12, 2013

  • Reported By: Steve T — Allen Texas
Sears Outlet
109 N Greenville Ave Allen, Texas USA

Sears Outlet Defective Product/Guarantee, Horrible Customer Service, Buyer Beware Allen Texas

*UPDATE Employee: Response from Sears Cares

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We puchased a matching set, samsung w/d. When delivered the washer did not work. We scheduled repair, and it was deemed defective. We then contacted the store and spoke with Jonathan who assure us that they would replace the w/d with a set from the store that is comparable, just come by and pick it out and if done before 2pm they could deliver/pick-up the same day for out troubles. We came to the store the morning of 10/12 and spoke with the store mgr 'Rusty.'

Rusty was immediately defensive, and said that they would not take back the dryer, as it was not defective. I then told 'Rusty' that we purchased a matching set, and have been out of a washer and dryer for over a week, and were assured that we were going to be taken care of today. Rusty would not budge and became more defensive, and tried to throw me out of his store several times, each time I asked him to just calm down and continue working through this to a resolution. He then said he would find a brand-new washer that would match and would have it delivered by Monday.

While Rusty was searching for the new-washer, he continued to antagonize me, while I had my son with me, I continue to tell Rusty to stop talking or trying to explain and to please just do his job, and either way at this point, by the service I have received, I would be writing a few letters to the corporate office. At that time he immediately said he was fed-up and doesn't deserve to be treated in such a way, and refunded the money for the washer and dryer, which is what we wanted in the first place, if we could not get a matching set.

I am so mortified at the behavior of the store manager 'Rusty' that I will most surely, never, shop at another Sears again. The treatments I received at shopping at a Sears outlet, was the same as if I purchased these items off of Craigslist, which is what I was trying to avoid. Not only did the washer not work, but during the repair, the repair-man pointed out the filter was FILLED with dirt, hair, and what looked like, kitty litter. Seeing that after being promised everything was tested, cleaned, and sanitized. My interpretation of sanitized does not include a filter full of someone else's hair, dirt, and kitty-litter. Now to make things worse, even though we have recieved a refund, we have to wait 3-5 days for the refund to hit our account, which is another 3-5 days, a family of 5, has to go without a washer/dryer. Mind you this has started over a week ago.

All that I have gone through and experienced is exactly what I wanted to avoid by shopping at Sears Outlet.

I will be forwarding this correspondence, as well as another, fully documented report, to all major executives, customer service centers, area outlet stores, local community forums and media. I cannot believe the treatment and disrespect I received, as a paying customer at Sears Outlet.

FYI

If you wish to speak to someone immediately about your experience, you can contact Sears National Customer Relations at 1-800-549-4505.


This report was posted on Ripoff Report on 10/12/2013 11:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Outlet-/Allen-Texas-75002/Sears-Outlet-Defective-ProductGuarantee-Horrible-Customer-Service-Buyer-Beware-Allen-1091492. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE Employee

Response from Sears Cares

AUTHOR: Sears Cares - ()

Steve T,

 

Thank you for your feedback concerning your recent purchase experience at our Sears Outlet store in Allen, TX. We do appreciate feedback from our customer s as it provides us with important information about opportunities to improve our customer service.

My name is Jack and I am with the Sears Social Media Escalations team. Please accept our apology for the poor service you received from our Store Manager. You stated in your post that you were mortified by the behavior of Rusty and that based on this you would not shop in our stores again. At Sears, we have always prided ourselves on the great customer service that have provided to all our members for well over 100 years, so it disturbs us greatly when a guest in not treated with the utmost courtesy and respect that you deserve.   

We would like to discuss this matter with you in greater detail by having a case manager contact you.  If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Steve T), and phone number used at the time of purchase to smadvisor@searshc.com. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.

Thank you,

 

Jack C.

Social Media Moderator
Sears Social Media Support

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