Sears Positive Customer Service Ratings - page 3

I'm writting in regards to an employee named Karol who works in Woodbridge, NJ. I thought about responding to a survey on the receipt but I wanted everyone to know what a wonderful young man he is.

I order 2 boots online, one for me and my mother to match. This was her Christmas Gift. When we recieved the order, one of the boots (my mothers) was the wrong size, the left boot was a size 7 1/2 and the right boot was a size 10. This was completely ridcoulous. I went to Sears in Woodbridge on Christmas Eve to return the order. The cashier returned the order and I was on the mission to see if I can find the same boot in a size 7 1/2. To give my mother for Christmas.

While some employees tried to help me, all they would say is, " Sorry, We don't have anymore in Stock." I was Devastated, that I did not have a gift for my mother. Karol walked up to me and told me to put another order in Sears.com, I was hesitant at first, but agreed to put in the order so my mother could get something for me this Christmas.

When I purchase the boots, it wasnt on sale anymore and he couldn't adjusted the prices online. While I was sad and upset I still put in the order, because this was something I needed. Karol knew that this was bothering me and didnt want me to leave the store disappointed. He told me that he will talk to the manager and see if a price adjustment can be made. He finished the order and proceeded to walk with me to the checkout line.

Karol was so personable. Conversation with him was very comfortable and honest. From christmas dinners and traditions to College dream and goals. He has very high values and is determine to do his best at everything he does. While WE waited a very long time in line. I got to know Karol as someone who lived in my town. Finally, we reached the register and he called for a manager and addressed the cashier of the situation. While the manager said she couldn't adjust the price, she told me, "Come back when you recieve the boots and we will be happy to make the price adjustment." I agreed and the manager continue to write her notes on my receipt. I expressed to the manager how wonderful he is and she stated to submit a survey that is attached to the receipt.

Karol has management material written all over him. He address customers with a smile and listen to their story and information before coming up with a solution. He presents himself professionally and engages in polite conversaton. He escorted me to the Cashier to make sure my needs were met.

These values are hard to find in Department stores from employees. Please ackowledge his hard work. Positive reinforcement is crucial. I just would like to say how much I appreciate and thank him for being so helpful and joyful on Christmas Eve.

Truly satisfied customer,

Guida Santos
Woodbridge, NJ

on line order froze when 'placing order'. telephone rep very helpful. assured me I would not receive multiple units, took my order

I came into the Washington square location in Tigard Oregon. I bought 2 ratcheting wrenches for work. The person billing me out asked if I wanted the reciept emailed. I said sure but I never received it. I need it to get reimbursed. I was hoping you could try and resend it.

sears is doing really good I have got the refund with in the given time frame. I will continue to purchase from sears

Called Dec 2nd 2013 with question about renewed credit card. I spoke with an agent in North Carolina. I missed her name, but the call was around 11am my time. She was very kind and had me fixed up in less than 10 minutes. Sorry I missed her name, but kudos to her. Thanks

I an writing this to commend TIA COVINGTON.

TIA is with your Arizona customer service location. Let me first start out by saying I have been training customer service in the automotive industry [which is one of the hardest c/service jobs there is]for over 15years.

This all started about 3 weeks ago when are stove went out. From the first phone call until today have been a very upsetting experience. Today when TIA COVINGTON answered the phone it only took about 30seconds to know I had the right person. After everything I felt blessed.TIA went above and beyond what I have experienced with Sears or expected from most customer service.

In todays economy/society I would and you should feel TIA has a rare talent. She is also a resource you or any company should be proud of and in desperate need of.

I can't commend her enough.

THANK YOU AGAING TIA.

SINCERLY

Patrick Athey

Made a comment on the negative board on Oct. 11, 2013. Brian S from Sears Social Media Moderator left a reply and I emailed him at the address given but did not get a reply. However, I did call Sears Parts Direct again and a kind representative gave me the Sears Customer Solutions phone number and Penny at Customer Solutions understood my situation and ordered me the correct part which came in 2 days. It was not Sears fault I received the wrong part 3 times but the manufacturer's fault (Frigidaire). I needed a replacement freezer basket for my 10 month old refrigerator but the part was no longer available. So Frigidaire substituted a replacement part that did not fit in my freezer. The wrong part was sent to me 3 times. I did my own investigation and found out Frigidaire made a basket that would fit my freezer and requested Penny to send me that part. My 10 month old refrigerator is under warranty so there was no charge.

very good service, 9-30-13, at Sears in Paducah Ky

purchased teeshirts from Steve,

I had a refrigerator repair yesterday. The technician was competent and all went well, AFAIK.
My complaint is about the cost. The labor charge was $200 to install a $20 part, and the total time from when he entered the house to when he left was 30 minutes. That's $400 an hour! Even if there were a one-hour minimum, that's $200/hour. TOO MUCH! I have 40 years of clinical experience as a therapist and Blue Cross reimburses me $88/hour. I think this is gouging the public.

We had a great service conducted by your staff my the name of Riya, also attn: Sheila. This service, was in relation to a double charge charged to us by your repair section of the Sears Wonsocket store. This lady was very helpful and in understanding our complaint of double charge for a repair service on our vacuum cleaner purchased at such store. First at all the set was not fixed completely and very poorly maintained. We talked with Roy the store manager, and he was very agreeable in returning our double charge thru our ATM account...I wish to congratulated the service philosophy of Sears.....
Nancy Fernandez and Armando Fernandez

I recently purchased a new mattress from Sears. The delivery was great. Through Liberty Service, Adam and Josh were professional and pleasant. Thank you,
Nancy M.

hello my name is i have a warranty i bought on 6 14 2011 because i was told that anything happen to my mower it will be covered up to $ 1500.00.but now i need that service and i was told that is covered under the warranty and i have to pay $ 154.04.that teller marketer after collecting my money did not give me more details or sending me a brochure.all what i need for my mower to be fixed and on my business.i am not begging from nobody and i would like that this situation to be solved and a lesson to learned. i work so hard to save money so i can leave better but to throw it out the windows.i am really not pleased for the way i was spoken.a mistake has been made somebody in that office should be able to solve this problem in few minutes without to many questions and attitudes because i am a human being and a customer at sears.i think you very much for your corporation.thank you.

I read all the comments on returning items to sears and just want to say today I returned a faulty water conditioner for a replacement and it went easier then when I bought it.
Everyone had a smile and all went perfect.
Have never had any issues when buying a product or returning a product to sears.

Bob, long beach ca...

assoc I RATE THE SERVICE OF Janette to be very friendly and helpful.

I always love Marian's dedication to her job. She works at KMart (#3424 in Gainesville, Fl)at the customer desk and
she is so incredibly friendly and helpful.
I remember when she was at KMart before that store was closed. When the young lady who was trying to return an item for me was having a problem I happen to see Marian and she came over and gave the lady a very simple solution. I always look forward to seeing Marion and she always has a smile and a "welcome to KMart or a Hi" for me. Thanks for employees like Marian.

I bought a stainless steel fridge from Sears with a protection agreement 6 months ago. The fridge door started getting rust stains recently. Sears sent a technician out promptly who tried to clean it and then referred me to Customer Solutions for a replacement. Although I did have a hard time getting through to the right department at the number they gave me, and sat on hold once and got disconnected, I did get through to the right department. Ultimately, they are going to replace my fridge. I was really impressed that Sears stuck by me and I will buy appliances from them again.

On 8 31 2010 I purchased a Kenmore refrigerator.Not even two years later that little flapper at the top of the door broke off. My wife and I are in our late fifties and know how to take care of our things.I went to Sears and explained that the flapper thing broke off(I know it's to stop other door from opening when opening the other door)So I ordered the part 233-G and thought I could put It on myself only to find out It was not the flapper but was part of the door that the part attatched to. So needless to say I will need a whole new door. I can not tell you how sick I am about It, and MAD.Every time you open one door the other door pops open to I CAN'T stand this any more.Let me tell you a litte story,My Dad who once worked for Sears long ago, told me to always buy anything with a motor from Sears.I have a Craftsmen chainsaw,snowblower,leaf blowwer, bench grinder, vacuum chest freezer,air condo unit,need I go on? because there are many other thing too. I have a file cabinet full of manuals. I know your not going to do anything about it but just had to vent this to you.and don't tell me I should have went with an extended warrenty because I SHOULD'NT HAVE TO.So I just got this off my chest but know this fridge will out live me. Jack N. Hodgins p.s.other than that we do love the fridge, It works wonderfully.

Hey everyone

The official company reply is genuine. I spoke with Patricia who is helping me to resolve my issue. Hang in there with your issues and I hope you get help also.

Charley

I needed a tire pump today for my car (5/8/2013. So I chose to search the Web and found Sears was the only Company to have what I wanted at the price I thought it would cost. I searched and called 5 different retailers and also went to their stores first and yet Sears always had what I needed when I needed it at a price that was always affordable. Customers who choose to purchase at other retail stores and fail to shop for an item with prices that are within their budget are foolish! I hope Sears Company realizes most consumers who buy never think Sears because they don't know Sears had one of the first Consumer search engines. "The Sears Catalog" The wish list of every consumer. P.S The car pump works great I used it this morning to fill a truck tire.

I decided to buy a new TV 60 inches in
Sears, Clearwater, FL Country side mall. I experienced excellent sales effort
by Rep. Brendan H. More important the after sales/service by Brendan was excellent. I can only recommend the store
and Brendan.

I would like to personally thank Raymond with Customer service that I talked with on the phone. He was super nice and understood my problem and also gave me results that was most satisfactory. He was extremely nice and made other people that I talked with look like morons. Once again, Raymond, thank you. Dan Baldwin---Glencoe, Alabama.

Yesterday, April 16th, I brought my Craftsman lawnmower to the Sears in Darthmouth Massachusetts for repair. I had purchased it in June of 2012 and last week while I was cutting the grass for the first time this season the front wheel drive let go. Being covered by a 2 year warranty I had no doubt that it would be fixed. The lawn and garden associate was on break and the nearest cashier called a manager to assist me. Without even looking at my mower he determined that the belt was broken and informed me that belts were not covered under the warranty. I responded that this was a Craftsman mower and in no way should it have stopped working after being used for only 6 months! I then informed him that I was not paying for this repair and that his response was unacceptable. He never even looked at the mower, how could he know that the belt was the problem? After leaving the store, I called the 800 number on my receipt and was connected to a young lady from warranties who apologized for the manager and said that my mower was under warranty until 2014 and that belts were covered. She said that if I wanted to go back into the store she would stay on the line and speak to him. I told her I didn't care to speak with him again but, that I would go back and wait for the lawn and garden person to return from break. He was at his register when I went back in and immediately walked me over to the repair center, had the associate there enter my information and verified my warranty. The two young men who assisted me apologized for the manager and took the lawnmower out of my vehicle. I think the manager needs to be retrained while the associates should be commended for their excellent service.

Mr. FJ Memolo of the appliance department in the Centerville, GA store was very helpful in purchasing my freezer.

Seven days after the storm of March 24th, we discovered that our freezer was hit by lightning. We needed a freezer immediately as we had just bought 10 pounds of shrimp and fish. He helped me select a freezer and went beyond the call of duty and helped me unload, unpack, and install the freezer after completing his duty at the store (8 p.m). He drove to my resident to help me which I consider commendable.

Unfortunately, after unpacking the freezer we discovered indention damages to the back sides of the freezer. We suspect the damages were caused by a forklift because there is no evidence of paint chipsâ?¦ leading us to believe that the damages occurred when the freezer was still in the cardboard container. As of date, I am awaiting Mr. Memolo response regarding the damages.

I had a very wonderful experience today at the Sears Grand in Gurnee, IL. Your employee, Celia, was extremely helpful, honest, and knowledgeable. She spent several minutes with me explaining what mattress was best for my situation and was honest with me that the one I was looking at originally was not the best fit. I will definitely be coming back to shop at this specific store because of the quality of customer service I received from Celia. It was greatly appreciated. We need more people like Celia!! Go Sears!

Poor service seems to be a trend with Sears, I wish I had read this website before I ordered... No one knows where my appliances are and I have been given multiple delivery dates for items that some operators say aren't even available. I have taken time off of work and waited for items that were never coming. I have been rescheduled and never received a courtesy call or email to notify me of changed dates. One of my delivery dates apparently wasn't even a valid date for my area! I have literally spent hours on the phone attempting to get a straight answer from operators that have been trained to say I understand your frustration, it's starting to sound like a broken record. This is my fourth expected delivery date, and as I sit waiting on hold, something tells me I will be going for a fifth shortly. I am correct! Apparently the delivery time and date that I was guaranteed (for my troubles) was never put in to the system! I have little faith that I will receive my appliances on this next attempt, but I have little choice without cancelling and trying to get appliances delivered on yet another date from another company. Just to rub salt in the wound, a Sears delivery truck just drove by my house...