Thersesa (unsatisfied customer).
661-633-7151
Customer complaint- Incident on 2/21/11.


I had attended the store on president’s day looking for sales on exercise equipment. My 2 children were present, ages 7 and 15yrs old. There were no sales reps. present at the time I was testing out the equipment. There were 2 other customer as well with there 3 children waiting by tread mills.

My son was on an exercise bike, when a sales rep. came around the corner very aggressively. With no eye contact, he pointed at my son and yelled “ no kids on the bikes”, then proceeded to the cash register on the site. I help my son off the bike then I approach the sales rep not knowing he was helping a customer who showed a few seconds after he came around the corner.

I asked if could help me once done with his customer, but before I could finish my sentence: He rudely puts his hand up towards my face then said: “ YOU NEED TO BACK UP AND CHILL”. He surprise me, I told him excuse me then I asked him what did he say ?? He then said : OH, DON’T GIVE ME ATTITUDE, I then told him excuse me, I was just going to ask him for help, so please don’t talk to me in that tone. He then continued, by stating I was having a bad day, and he wasn’t going to let me talk to him.

I told him, I didn’t know what type of day he was having but he wasn’t allowed to speak to me that way, then I requested to speak to supervisor once he was done with his customer.

He got very defensive, and then asks me why I needed a supervisor ? I explained to him that I was going to report his rude behavior because I know that Sears doesn’t want to be represented by an employee like him. He became more upset, then said he wasn’t going to get a supervisor, if I wanted one, I would need to get one myself. I continued and told him he will need to get me a supervisor, because I was going to report the way he was speaking to me. He then said : IM OLDER THEN YOU ARE SO I CAN SPEAK TO YOU ANY WAY I WANT. I told him what does age have to do with customer service? The employee, then repeated I was being rude, and then kept muttering under his breath.

I once again repeated myself that he would meet my request, by contacting a supervisor once he was done with customer. He then stated: He wasn’t going to get anyone, In fact, (Swishing his hand towards the door), just leave the store and don’t shop here anymore.

At this time, his customers put there head down, and the other 2 customers that were there waiting there with me became upset and said he can’t talk to you that way. I requested them to stay until I was able to reach a supervisor, I needed them to be my witness to the complaint. I asked my daughter to go to another sales rep, and requested they contact a supervisor.


The employee then told the customers he was helping at the time, let’s move to another cash register, I can’t work near her. Before leaving, I asked the employee was he coming back to service the area, he responded no: then walk next door to electronics.

I walked to the main cashiering area with 2 other customers waiting for a supervisor. I spoke to 2 other associates who stated the employee had already few complaints from other customer that day. I didn’t have to name the employee, the associates already knew who he was. The female customer present to the incident went over to the cash register where the employee was to get his name. Since he was so uncooperative getting a supervisor, I didn’t want to go over where he was to get his name.

I was finally met by Supervisor name Jeremy who took my verbal complaint about what occurred .The 2 witnesses confirmed the employee rude behavior and denying my request to get a supervisor. Jeremy apologized for the employees behavior then pulled him from the floor. Per Jeremy, employee was to be sent home for the day. Jeremy then had another sales associate name CECE helped me with the purchase of my weight system.

I have been a SEARS’s customer for over 20yrs. Within the last year, I have spent over
$ 10, 000 on Household appliance, supplies and clothing. I have always had good customer services while shopping in your store or when taking care or small errors that may occur when ordering items.

Your employee: Employee #_______ Raul was, very, very Rude, degrading and Hostile towards me in front of my 2 children and other customers. I was embarrassed, and then upset how I was being treated. After speaking with with 2 supervisors and your customer complaint department, I received only an apology for his action. I felt defeated, and not satisfied how the employee was going to be reprimanded. I’m so upset knowing I will still see him if I decide to continue shopping in your store. It’s a mockery that he will be allowed to continue as a SEARS’s employee. Sometimes an apology isn’t enough, for the discomfort that I felt that day in your store.
I will be forwarding a copy of my complaint to the better business bureau, your corporate office and a copy to the main store on Ming ave, in Bakersfield.
By doing this, it will be on record and hopefully he will be fired it he decides to flip out again.
Sincerely,
Very Dissatisfied Customer,
Theresa.

Note: Have made numerous attempts to get the employees ID number. Sears employees at the store have denied this service .