Sears Positive Customer Service Ratings - page 4

Attn: Dick(salesman)
Electronic Section
Sears Pearl Ridge

Thank You For Your Able And Friendly Service. You Are A Credit To Yourself And To Sears. It's Always A Pleasure To Observe And Deal With Someone Who Is Happy, Energetic And Purposeful In Their Work

Happy Customer,
Frederick Chang

When I went to Sears to purchase a new refrigerator, the salesman suggested we sign up for a SearsCharge, with 0% interest for 6 months. This did not turn out to be exactly true: it was actually deferred interest for 6 months. And since then, I have had a number of problems with the card.

I was charged deferred interest on $169.97 charge (for installation fee), which was refunded to us in August because the service people never showed up. Since this fee was refunded, no deferred interest should be due.

What's more, due to a lack of this entire balance should have been paid off by the time the deferred interest offer expired on 1/24. I attempted to transfer the balance to a Citi ThankYou card (and thus avoid paying the deferred interest). However I learned weeks later that the transfer did not go through since both cards are under the Citi umbrella. I can understand placing certain limitations on what I can transfer, but I should have been notified of this at the time. Instead I only learned of this when I received my February SearsCharge statement, which showed that I owed the deferred interest.

I understand that this is an issue with the Citi ThankYou card and not Sears itself. However I do still believe this is an issue concerning Sears, since both credit cards are under the Citi umbrella. I also understand that my SearsCharge agreement is with Citi and not Sears. However I feel Sears should stand behind the companies it contracts with. I already had an issue with the installation service Sears attempted to provide, and now I'm disappointed to find again that Sears has referred me to another company with sub-par service and attention to detail.

Given this disappointment with my SearsCharge, I plan to pay the full balance next billing cycle and stop using the card. I would not recommend it to anyone else. Everyone from Sears has been very pleasant and helpful, so I feel it's a shame these other companies are damaging their reputation.

I went to Sears when you had a 1/2 off sale on Lay-z-Boy recliners. Kallol, Associate #3509 served me. He was very patient and helpful answering all my questions in full. I was very pleased at the quality of service given to me.
I bought a Lay-z-Boy electric recliner that will be delivered tomorrow. I'm looking forward to more shopping in Sears.

Sincerely, Audrey M. Warsaw,
Willowbrook Sears, Little Falls, NJ

This is in regards to the 2 negative comments posted by Me (patrick, 1/28/2013, and 1/30/2013).
Michelle from Sears Cares got back to me, and took care of everything. Much gratitude and appreciation to Michelle. She was warm, competent, and more importantly, on task, and resolved my issue.
I wish you were on the front lines of customer service, Michelle, and I would do more business with Sears.
Thank you,
Patrick

ps. And THANK YOU Customer Service Scoreboard:)

I placed an on line order for a gas range on 12-26-12, they promised delivery on 12-27-12 but that did not happen.
I too went from one helpful person to another and no one could figure out what was going on until I spoke with Angela A. at 1-888-266-4043 x44, this lady has it together! It took a month to get the range here and installed. I agree, on line is not the way to go and I will not again. If you are having an on line issue, Call Angela!!!

A Year Or More Ago I Had Some Real Problems Getting My Kenmore Washer Repaired. After Moving Up Through Every Level Of "customer Service" Sear's Finally Made All The Bad Go Away. Their Follow Up And Aftercare Were Astounding.

His Year, Having Read Of The Support Sear's Offers To Military Service Members And Their Families, We Decided To Go Back To Give Them Another Try When Our 30 Year Old Kenmore Stove Died. The Saturday After Thanksgiving, We Bought A New Kenmore Stove On Sale Off The Floor, Paid For Delivery And Tow Away Then Sat Back To Await Its Arrival. Long Story Short, The Deal Began Almost Immediately To Unravel. Delivery Was Almost 45 After The Agreed Upon Window And Of Course We Had No One To Contract So Had To Sit And Way. When The Delivery Folks Did Finally Arrive, They Had No Clue How To Remove The Old Stove. I Should Add That The Sales Clerk Told Us At The Point Of Sale That Sears No Longer Offered Installation Services, But For The Additional Fee They Would Remove The Old Stove And Make Sure The New One Worked. Rather Than Have A Huge Paperweight Sitting In The Middle Of My Kitchen While We Figured Out How To Get It Installed And Potentially What To Do When It Didn’t Work, We Refused Delivery.

Several Days Later I Went Back To The Store To See About Getting Our Money Back Planning To Buy A Stove We'd Found At Lowe's. This New Clerk, James, Proceeded To Hook Me Up With The Assistant Manager, Courtney Hild. Both Gentlemen Were Courteous, High Energy And Very Helpful - Some Of The Best Customer Relations I've Had Anywhere.

Courtney Talked Me Into Keeping The Stove And Gave Us Another Great Discount To Smooth Over The Issues We Were Having. He Gave Us The Name And Phone Of The Installation Folks As Well As His Cell Number And Email In Case We Had Additional Problems. Arrangements Were Made For The Installation Crew To Pick Up The Stove And Install It The Following Saturday.

Saturday Came And The Stove Was Nowhere To Be Found. Turns Out The Delivery Folks Had Taken It To A Warehouse Where It Was Promptly Sold!! Courtney Again Came To The Rescue When My Husband Got Upset Enough To Go Into The Store Himself. We Ended Up With A Brand New Stove Delivered In Its Box And A Very Nice, Capable Installer.

Since I've Had Occasion To Express Frustration And Anger At Businesses, Sears Being In The Top 5, I Wanted To Be Sure And Give Kudos Where Kudos Are Deserved. This Is To Thank Courtney, James, Lenore And Her Husband For Leaping Tall Buildings To Overcome The Obstacles Along To Road To Retail Success. We Are Very Happy Campers And Telling Everyone We Know To Persevere And Give Sears A Second (sometimes Third) Chance.

Thanks!!

Oh it gets even better. I called sears this evening to receive an official cancellation email. Guess what, they refused...and 4 hours and 9 calls later I was informed that my order was never cancelled and they will be shipping it anyway... Here's the thing that kills me, each and every single customer service representative that I spoke with told me something completely different than the last person - there was never ever an explanation that followed the last explanation, it just kept getting worse & worse ... Destroying my holiday & my sleep. I am so angry I cannot even believe any of this nightmare is possible.

Sears Willow Grove, PA and Philadelphia PA. I placed items on layaway two weeks ago. Deposit $40.00 on first transaction. 2nd payment $40.00( gift card). Went to store on Monday, Dec. 10 I was told items placed on layaway was cancelled. Sales Associated suggested I pay for items do a return and I would get a full refund. Layaway was not found. Sales Associate could not find a manager for an hour to refund my money. I got a manager when I started using bad words. I called customer service explainded the difficulty I had getting a refund and locating a manager. I was offered an apology and a $35 gift card.

There is a bright side to my Nextec tool saga (craftsman) - 1 yr warranty, went to use for the first time and the nut backs out. Took to store (Columbia, MD)(no receipt - got as gift)for assistance, after pressing the tool supervisor, they tried to assist. They referred me to the repair center for warranty service. Tried to obtain new nut by phone as a replacement - no dice, was given number to repair center for assistance. Call, voice mail, no return call. Finally, went to repair center - some distance away, they asked why I brought the tool there. They could not exchange or give a return ticket as the store stated. They were nice enough to order a new bolt that I had to pay. ($2.99 plus $6 shipping). As promised the bolt arrived - the new bolt contained a manufactured defect in that the hex slot was 2 sizes bigger and rounded (no signs of being previously used were observed). I attempted to call the 4my home number for assistance and after reaching several people, wading through phone hell, and being transferred I found that the several departments could not help me - because the repair center ordered the part, I would have to return to the repair center for replacement (travel cost, time from work) all for replacement of a $2.99 defective part. On top of all that, none of the call takers has a supervisor that I could express my frustration and the final stop the "account manager" - top level of assistance directed me to contact the corporate offices by providing a Hoffman Estates address and Direct the letter to "Richard (no last name)" VP of Network. - I can quickly see why the customer service culture is failing.
There is a bright side - I found the 4505 customer service number - where it took me longer to outline the saga, than for the polite young lady to place my part order, no charge and assure me that my expiring warranty would be resolved equitably. Based on the assistance received my experience was resolved positively.

Thank you to Fidel Ramirez at the Sears Auto store at the Woodfield Mall in IL. He took the time to explain the benefits of each tire then ensured I was aware of the current coupons available. Customer service is one of my biggest reasons for selecting a store. Kudos to the store for providing "first class" service.

This postive note on Sears is long over due. On September 24, 2012 I posted a rather large not happy complaint about Sears customer service. After posting here I also emailed Sears' head office. I received an email back the very next day and within about 4 weeks (due to shipping a new part and all) my issue had been resolved. I would like to send a big thank you to Nancy from head office who was really wonderful to work with to getting my new and correct part and her understanding of the awful conversation I had with one of their customer agents. She apologised many times and also advised me that when she heard my recorded conversation with the awful customer service(thank goodness for recordings) she said she and her supervisor had never heard this bad of a call in 13 years working at Sears. Supposedly this person was let go and though that wasn't my intention I believe the job he had obviously was not the right fit. Nancy not only got me the correct part but also compensated me monitarily. I do love my Kennmore stove and I'm pleased that Sears listened and resolved my problem with a very pleasant and nice attitude.

I want to commend Sears for the way they treat their
employees who are on leave serving our country in the armed forces. They continue to give these people
the difference in pay and provide full benefits.
For sure I will be shopping at Sears this Christmas
and at other times too.

My part was late getting to me so I called in and my part was reshipped. I ended up with 2 and that was even better. The person on the phone did have an accent but I didn’t have any problems understanding them at all. Outsourcing is supposed to help the US save us money on everything we buy. Others peoples comments seem racist and full of hate. Sears is the only place i will by my appliances. I remember going to sears with my mother to pick up her orders from the catalog and I’m sure my children will continue with Sears as well

I had a terrific fellow named Dennis (dept manager) at Maplewood who went out of his way to straighten out an issue I had. I had been to the store 3 times previously and had no real help...only a phone which never answered or hung up. Dennis was helpful, thank goodness. Carolyn, customer

I would like to add to my comment of October 15, 2012 regarding the Treadmill I purchased at Sears in Salina, KS. I am #157 in the comment section.
In my situation, Sears was very accommodating in resolving the issue. Everyone I spoke with regarding the problem were very helpful and the problem was resolved quickly. The people who work for Sears are not the problem. Today much of what we purchase is from China and that is the problem. Quality control is no longer available because our products are not made in USA factories. Therefore, we have products, such as my treadmill...that was released to the market with a bad electrical system. Sears replaced with a new treadmill and I am happy. May we get a President elected who will bring the production factories back to the USA and back to having quality control!!

I bought one of your electric Chain Saws on Friday. I could not get it to go at all on Saturday even after reading the instructions several times about operation (page 7). I took it back today and it worked great once the guy engaged the Handguard . The Operator"s manual in the Operation Section says nothing about the Handguard.

positive comment for sears store in starke fl.The manager and the other employees in this store is delivering excellent services.Not just toward me ,but i have observe how they've dealt with other customers as well. please keep this store in starke.

absolutly the best BEST BEST service and delivery i have had in like umm 20 yrs..PLEASE PLEASE DONT CLOSE IN RHODE ISLAND PLEASE

i have loved sears for 40 yrs. i grew up in a military family AND YOUR STORES WERE THRUOUT AMERICA if u close u will be very very missed!!!!!!!

For those of you who have a request for warranty repair/replacement for items in or out of warranty the following will be helpful.

When talking to the customer service specialist:

1. Be civil. Getting your dander up over the phone will make the issue, by far, more difficult to resolve.

2. Have all supporting documents in hand. Your sales receipt and owners manual is a must.

3. Model and serial number of the product.

4. If your product is out of warrenty, accept the fact that you had use of the product after the warrenty expired and be willing to pay something to resolve the issue.

Here's my story: I purchased a Craftsman battery powered Weed Wacker a year and a half ago. I had, off and on, problems with the battery charging properly. I never bothered with addressing it with Sears, thinking it was simply "operator error". Today I went to use it and only got one minute of charge from the battery. I took the battery and charger to my Sears oulet and found the battery was out of warrenty and would cost $60.00 to replace. I only paid $89.00 for the Weed Wacker to begin with. I figured I might as well look at a replacement and checked the products on display. To my amazement I found the identical Weed Wacker for $89.00 but they now use a different battery. Hmmm. Having been in automotive parts and service for 35 years, I'm aware they change things for a reason.

I called Sears. It took approximately an hour of telling my story to various people before reaching CUSTOMER SOLUTIONS. After explaning everything all over again, they offered a $60.00 certificate to purchase a new Weed Wacker. The representitive was very understanding and a good listener. She repeated my concern back to me and was sympathetic. The offer was fair to me. I accepted it.

The phone number for CUSTOMER SOLUTIONS is 800-479-6351 Option 4.

Hope this will help some of you.

A couple of weeks ago a repairman, Jason
#681338 repaired our refrigerator and I want to commend his professionalism, expertise,
attitude and appearance. I think he's a credit
to your company. We have been Sears appliance
users forever and especially Kenmore.(Bought
a Maytag washer from you several years ago...
Next time I'll go back to Kenmore.)
Anyway, Jason's # is: 40249795 or
90249795 (I'm not sure
about that first number. Aloha Mrs.H.Taufaasau

I needed to exchange a mattress I had ordered online for my son's new home. It was a beautiful mattress but just too soft. I went to the Valencia CA store and Dustin was so pleasant, helpful and efficient. In just a few minutes he had a new one ordered for me that was a better choice. Sears is very lucky to have a sales associate as professional as Dustin. I will soon buying a mattress for my own home and you can be sure that it will come from Sears. Marilyn D'Angelo Scituate MA

I was shopping at Sears on Queens Blvd in Rego Park N.Y. A nicely dressed man named MUhammed was cashier in the bedding departmante on 072712 about 8:30pm THere was a line, as there were sales he was working as fast as he could. We could not find what we needed as there were very few salespersons it was getting late we were annoyed. He kept calling for someone in customer svc to come and assist us as he could not leave the register with a line of people Then the cards for override by another person wouldnt work This poor man was doing all he could to get someone to assist us. I think when employees make such a good appearance and are an asset to your business because they care about your problem they should be complimented and given some kind of reward. I felt that Mohammed made me feel once again customer service was alive and well. He was so professional I have not felt that way in Sears in a very long time. Please see that MOhammed is told that we appreciated all he did I am sure the other customers felt the same way. Please email me and let me know you have received this. I want this man to know he is appreciated.

I want you to know about the exceptional service I received yesterday when your delivery men delivered my dishwasher. I wish I knew the one gentleman's name but he went above and beyond for me when I asked if he had time to remove the "bird" from my bedroom. The "bird" turned out to be a bat and this gentleman worked until he got it out for me. It didn't take him long but working with a bat is a little intimidating. I would like him to have a special service award for what he did for me. The assoc# on the tag is 2950 and I don't know if that's his number or the salesperson. My salescheck is 010221468174; maybe you can tell from that. I'm in Omaha, NE and I bought the dishwasher at the Oakview store. Please honor this gentleman and please let me hear what you've done for him. Thank you.

The 1-800 delivery line must have been outsourced, because the service was horrendous - uncomprehending, unable to help, and unhelpful, even if it was something they could do. The team missed the delivery of my new lawn tractor and nobody even called us.

However, I will point out that Sears North America has a "2nd level" technical support line at the Executive offices. These guys speak English, are helpful and are capable of seeing your order and resolving most problems including refunds, returns, repairs, discounts, and so on. This # is 1-888-572-8119.

Our new lawn tractor worked for 1.5 hours then stopped.... this NA TS line dispatched a repair person on the next possible day (day after memorial day. Repair person arrived on time and fixed the problem. The tractor works ok now (but it's only been a week....)

I had to mark this negative, because the overall experience was not convenient. However, I like my Craftsman lawn tractor, and the NA Technical Support team (Darlene) kind of saved the day for Sears products for me. I would shop at Sears again because of their help and rapidly resolving problems. They actually return calls, so leave a message (they're on the phone a lot).

Store 01624 Tran 7816 Empl #4593964 - can't access survey page but wanted to give praise to Harriett, as well as cashier, in women's clothing section at Dartmouth, Nova Scotia store for excellent customer service on May 4, 2012. Harriett went beyond normal expectation to find me what I wanted and cashier in turn helped Harriett. Very pleasant way to shop.