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Sears Support Ticket - What a dissapointment!

Sears Support Ticket

What a dissapointment!

Created By: rachaelg's Picture rachaelg Last Reply: SearsCares's Picture SearsCares
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: Home Services Support Replies: 1

Sears Corporate Office

3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate

Complaint Dept.

Dear Sir/Madam:

I am writing this letter today to inform you of a recent disappointing experience I had with Sears trying to buy new kitchen counter-top and back-splash. Disappointing is putting it lightly. It was very upsetting to say the least.

After having a sales person (Janice Paladino) come to our house and take up over two hours of our time, we came to an agreement on style of the counter-top and back-splash. The sales person then measured and gave us a price. We agreed to the price and signed a contract. Needless to say we were very excited and looking forward to our latest home improvement. We were told the work would be completed in 2 to 3 weeks.

Well, after 3 weeks and no contact from Sears, I started to make some calls and was at first told not to worry, they were waiting for things to be finalized. Another 2 weeks went by and now my phone calls and e-mails are not being returned. To make matters worse, I received a bill from Sears Credit to begin making payments. So I decided to call Quality Control and explain what was happening.

Finally Jeff Hazelton, District Sales Manager, called and explained the price quoted was lower than what it should have been and Sears was going to CANCEL! I couldn’t believe what I was hearing. After waiting over a month this is what they tell me!

In the meantime, I was going to put in a new range hood and was told by Jerry DeSantis, District Project Manager, to put the hood in first so the back-splash would go right up to the new work. Now I have too inches of bare wall because the range hood (also purchased at Sears) was a different size and shape than the old one.

I and my family have been loyal Sears customers for over 30 years, buying various appliances and other merchandise. I likely will take my business somewhere else and definitely will not recommend Sears to anyone.

Sears Corporate Office


I was very surprised and very disappointed in the unprofessional way this job was handled. Being such a loyal customer, I feel Sears should have stuck to their price and their word and do the job in good faith.

Between the unanswered e-mails and unreturned phone calls I am still in disbelief a company like Sears wold do business in this manner.



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SearsCares says: (7 years ago)
Dear Rachaelg,
My name is Liz and I’m part of the Sears Social Media Support Team. I found your comment here and I am truly concerned with what I have read. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We are truly sorry for the disappointing experience you have encountered with our home improvement team. We’d like to obtain some more specific information from you so that we can make things right, and restore your faith in Sears. 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 a contact number and the phone number the home improvement was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (rachaelg) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we look forward to speaking to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support

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