Sears. This is what I posted this afternoon on their facebook page:
Sears, you have seriously lost any loyalty I may have had. For the second time in less than a year, the same part on my mother's washing machine broke. When Mother contacted the repair department, she told you exactly what part was broken. The repairman showed up without the appropriate part in spite of knowing exactly what was wrong. He then informed her that it would be more than a week before the machine could be repaired. Now, considering that there are 7 people in her house and the machine had already been broken for 2 weeks, this was simply unacceptable. In addition to that, my mother's brother died unexpectedly, sending the family into a tailspin and bringing even more people, thus more laundry, into the house. Mother called back and customer service agreed to overnight the appropriate parts then instructed her to call back as soon as they arrived and promised her that they would send another repairman out immediately. The part arrived today and she called back. Your company refused to honor their promise. Mother couldn't handle the stress so she put me on the phone. After the second attempt (I was disconnected the first time) I was finally transferred to a supervisor who was extremely rude and condescending. She flat out told me that she refused to transfer me up the line as she had talked to her boss and her boss told her what to say to me. Then when I called her on it, she lied and very rudely told me that I was "hearing what I wanted to hear", with a tone that implied that I must be crazy. I became livid and told her to stop placating me, as that was making me angrier, and really I would prefer she just yelled at me. Then she accused me of accusing her of yelling and when I corrected her she again said I was "hearing what I wanted to hear" with that superior attitude that, if she was my employee, would have gotten her fired on the spot. Sears, you have dropped the ball in a major way. You have failed to live up to your obligations, you have lied, you have cheated and attempted to cover up your mistakes. You failed to listen to your customer and you have utterly destroyed your reputation, at least within this family. I have spent over $200 of my own money doing laundry at a laundromat in an effort to make a family crisis a little more tolerable for my mother while you have done everything in your power to make it worse. I expected more from a company that I have previously thought very highly of. I am extremely disappointed in your actions as a company. You used to be better than this. Unless you can fix this problem immediately, I am sad to say I will have to give up my Craftsman tools, as I will never shop with your company again. Please contact me to work this out, as I really don't want to give up on you, but I'm afraid you might have left me no choice.
Topic: "I'm never shopping THERE again!" Share your story! (Read 2945050 times)