Sears At Towne Center Mall - Gaston Sellers & Mark Smiler - delivery man "Michael" stole personal belonging from my home when delivering refrigerator Kennesaw Georgia

Almost three weeks ago, Sears delivered a refrigerator to my home using a contracting company called D&M Delivery. When the delivery man, "Michael," arrived, he was unprepared and requested to use my tools to install the water line on the refrigerator. However, when he was done installing the water line, he pocketed my tools and left my house. I realized that the tools were gone as soon as he left, and immediately called "Michael" on the cell phone number provided by the store: (678) 558-8463. He was "too busy" to come back right away with my belongings, but instead promised to return my tools "sometime next week" when he would be in the neighborhood again. Of course he never showed up nor returned my belongings.

After waiting for two weeks for "Michael" to return the stolen goods, I called Sears customer service number, 1-800-4-MY-HOME, to report this incident. They opened a case and said that they would investigate the matter and call me within 24 hours. After no call for over a week, I called them again. They said that the case was still open but that they could not do anything for me, and that I would have to contact the store.

I then contacted the man who originally sold me the refrigerator, Gaston Sellers. After giving me the runaround and transferring me to several departments within the store, none of which were of any assistance, Gaston told me to come to the store and they "would take care of it." Great, I thought. I went straight over to the store while this situation was still fresh in Gaston's mind. As soon as I got there, Gaston told me "I was wrong - I talked to the manager (Mark Smiler) and he will not do anything for you." I asked why they do not take theft by employees seriously, and Gaston replied that the delivery man is a "contractor" and as such Sears is not responsible for his actions. He even went so far as to say that Sears should not be responsible for replacing the stolen tools because it is not their fault that the contractor stole them. They basically take no responsibility at all for the thieving "contractors" they send to customers' homes.

This was a most surprising response, considering that I was standing there in a store with a huge tool department, and they could have easily replaced my stolen tools at minimal cost to them and this situation would have been resolved. But no - that type of response would be in violation of their pitiful customer service standards.

Gaston said that the only recourse is to give "Michael" another opportunity to return my tools, or have "Michael" buy me a replacement (yeah, like that will ever happen). I have never heard of any store doing business in this manner, showing up at a job site unprepared, then stealing from customers and giving them the runaround. I know that Sears bought out --- a while back, but I never expected that they adopted --- quality customer service standards. Buying my appliances here was a huge mistake that I will never make again!

Pamela
Kennesaw, Georgia
U.S.A.

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