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Sears Complaint - To err is human, to correct the mistake is not Sears policy... - iphone 5
Sears Complaint

Sears Complaint

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To err is human, to correct the mistake is not Sears policy... - iphone 5


To err is human, to correct the mistake is not Sears policy...

I ordered a mobile / cell phone (iPhone 5) from Sears website. However, despite paying promptly and immediately responding to their subsequent email dealing with Sears has been a disaster.

They secured the payment and then cancelled the order but this transaction exposed my credit details to potential fraud and my bank made me replace the card.

I asked them to honor the deal. They then offered a refund by cheque which was never paid. They blamed a 3rd party vendor for the failed purchase even though my order was with Sears and the payment was to them. When I contacted the 3rd party they had never even been notified of the order by Sears (which Sears subsequently admitted).

If time id money then even worse were the protracted premium rate phone calls (at my expense) and 40 emails to try and get the matter sorted out. I hardly ever got the same %u2018customer rep%u2019 twice while despairing letters to Sears CEO and Chairman appear to have been binned without reply.

In all of this I did everything right. Any errors or failings have been by Sears %u2013 yet they still refuse to honor their promise and deliver the phone.

I would warn anyone against purchasing from Sears. My experience has left me feeling powerless, cheated and treated like dirt.


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Comments


money5 says: (5 years ago)
 0
I used to like shopping through Sears but not any more. I think this customer is calling it as it is. There is no longer any customer service at Sears. They don't seem to care one iota about the customer. Every time I order something I have all kinds of trouble and spend hours on the telephone. My time is very valuable and so far I spent almost five hours if not more trying to resolve a problem that didn't need to happen at all.
SEARS JUST DOESN'T CARE ANY MORE. VERY SAD.



UnhappyConsumer7 says: (6 years ago)
 0
Liz,
Please check my previous responses to the questions asked.
You will see I have already answered these questions twice and then BEEN IGNORED BOTH TIMES.
Regards



UnhappyConsumer7 says: (6 years ago)
 0
Liz,

It’s really nice hearing from Sears but let’s cut to the chase. I’ve probably sent about 60 emails to Sears at this point with most recent communications being sent to ALL the following;
SMAdvisor@searshc.com
Webcenter@customerservice.sears.com
international@customerservice.sears.com
sears_international@customerservice.sears.com
orders@customerservice.sears.com
smsupport@searshc.com
searscares@searshc.com


I've also sent emails to your Blue Ribbon team after a manager contacted me. Same pattern. I've sent 5 responses and haven'y even got a reply.

It seems to me like you have had plenty of chances to reach a satisfactory resolution well before I wrote to (and was ignored by) your CEO and Chairman (and their staff).

I’d love to be reporting that Sears recognised that I did all asked of me (paying promptly and responding quickly to all queries at my expense) while Sears have broken their promise and strung me along.

I believe I have been very patient over the last few months but I now must warn others of Sears omnipotent attitude and how they treat customers.

SEARS DO NOT CARE. DO NOT BUY FROM SEARS.

(Liz - why don't you be the first to acutally follow up with me and sort this out).

Awaiting response ...
Unhappyconsumer7



UnhappyConsumer7 says: (6 years ago)
 0
Liz,

It’s really nice hearing from Sears but let’s cut to the chase. I’ve probably sent about 60 emails to Sears at this point with most recent communications being sent to ALL the following;
SMAdvisor@searshc.com
Webcenter@customerservice.sears.com
international@customerservice.sears.com
sears_international@customerservice.sears.com
orders@customerservice.sears.com
smsupport@searshc.com
searscares@searshc.com


I've also sent emails to your Blue Ribbon team after a manager contacted me. Same pattern. I've sent 5 responses and haven'y even got a reply.

It seems to me like you have had plenty of chances to reach a satisfactory resolution well before I wrote to (and was ignored by) your CEO and Chairman (and their staff).

I’d love to be reporting that Sears recognised that I did all asked of me (paying promptly and responding quickly to all queries at my expense) while Sears have broken their promise and strung me along.

I believe I have been very patient over the last few months but I now must warn others of Sears omnipotent attitude and how they treat customers.

SEARS DO NOT CARE. DO NOT BUY FROM SEARS.

(Liz - why don't you be the first to acutally follow up with me and sort this out).

Awaiting response ...
Unhappyconsumer7



SearsCares says: (6 years ago)
 0
UnhappyConsumer7
Please accept our sincerest apologies for your troubles you have experienced with your online order. My name is Liz and I am a member of the Sears Social Media Support Escalations team. Per our records, we recently reached out to you on 01/23/2013 and 01/27/2013. As of yet, we have not received your contact information. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (UnhappyConsumer7) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support






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