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LockedHorrible Customer Service

posted on November 12, 2009 at 02:52PM Inappropriate?

So I was in the market for new tires for my car and saw that Sears Automotive was running a promotion (buy 3 and get 1 free).  I called the Washington Sqaure Sears Automotive Center in Portland, OR on Wednesday, October 21st to get a quote and was told by Tony that the tires needed to be ordered as they didn't have them in stock and that they would call me back that afternoon or the next day.  I waited, Wednesday and Thursday came and went and still no call.  I decided to drop in on Friday as I work right by them and told the representative that I had been in touch and was suppose have heard back by the previous day and still hadn't heard anything. The rep. checked the system and saw that my information was in there but that nothing had been noted as to whether or not the tires had been ordered. He said that he would leave a note for the Tony (the original rep. that I talked too) to call me that afternoon (October 23rd). Did I hear anything? Nope.

So I waited another week.  Still nothing.  Finally on Monday, November 2nd, I called and had a stern and pointed conversation with the rep. who answered (Shawn).  I told him when I had originally called and what that I was still wiling to give them my business, but that this was their last chance. Shawn swore up and down that they put in the order for the tires 2 days prior (still over a week later than originally mentioned) and that they would be in no later than Thursday, November 5th.  After that conversation, I received a call back from Tony who again confirmed that the tires would be in no later than Thursday.

It is now Thursday, November 12 (Over 3 weeks) and I have still not heard from Sears. Needless to say I gave up and went to another company where I gladly spent $20 more to have my tires put on the same day in about 30 mins.

replies: 6 latest post: November 22, 2009 at 11:04AM by ExTech
Displaying all 6 posts
posted on November 12, 2009 at 03:24PM
 

Hi, smcgrad03. Welcome to MySears.  I am so sorry to hear about your experience with your local Sears Automotive. I am sending your message to SearsCares, who will reach out to you shortly.  Thank you.

posted on November 12, 2009 at 03:50PM
 

This is moreover an issue of the quality of the personnel.

NOT the overall quality of Sears.

I know it's difficult, but that kind of differentiation must be noted.  Unfortunately, the actions of these employess reflected poorly on the company as a whole, but remember, even you are more than the sum of your parts.

posted on November 13, 2009 at 01:00PM
 

True worldweary2, this is not a reflection of the overall quality of Sears and in my comments I specifically referenced which Sears Automotive Center and individuals I was speaking of.  However, as you pointed out, the actions (or lack thereof) reflected poorly on the company as a whole. It is the company's responsibilty to ensure they are providing the best customer service by training and/or hiring the right people.

posted on November 16, 2009 at 10:10AM
 

To Smcgrad03,

First allow me to apologize for the delay in responding to this post. My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about these issues you've had with the local Automotive service center. You are correct. This is not acceptable by any Sears standard. We do value you as a customer and would like the opportunity to talk with you further about this issue. At your convenience, please contact my office via email at searscares@searshc.com so we can address the issue once we have more information from you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (Smcgrad03) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.

Senior Case Manager

Sears Cares

posted on November 18, 2009 at 10:29AM
 
In response to SearsCares's post from November 16 2009 10:10AM

WOW typical Sears way of doing things. I worked for Sear for 3 years as a Home Improvment Lead and saw this attitude all the time but now to see it by the Senior case Manager? Clearly 3 associates has this persons contact information, just chose not to use it. And now the Senior Case Manager is leaving it up to a customer who gave up on Sears to contact HIM? As I said...WOW

posted on November 22, 2009 at 10:57AM
 
In response to cues4pool's post from November 18 2009 10:29AM
cues4pool said…

WOW typical Sears way of doing things. I worked for Sear for 3 years as a Home Improvment Lead and saw this attitude all the time but now to see it by the Senior case Manager? Clearly 3 associates has this persons contact information, just chose not to use it. And now the Senior Case Manager is leaving it up to a customer who gave up on Sears to contact HIM? As I said...WOW

Several things.

First. Sounds to me you were one of these employee's with the "Who Cares" attitude.

Second. If you were a "Lead", sounds as if it was your responsibility to correct employee's attitudes or "Lead" them in the right direction!!!!

Third. The Senior Case Manager doesn't have a crystal ball that can tell him this particular customers name, address, and phone number. There is no mention of the customers personal info in his post. How else is he to get in contact with him??????

Someone was willing to reach out to this disappointed customer. It is now up to the customer to respond if he wants something to be resolved. If it were me, I wouldn't mind at all to contact Brian and see if there was a way to make up for a bad experience!!!

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