These are the emails I sent Sears and the reply I received from them...I bought a new stove online and recieved it damaged but did not realize it was damaged until the NON-SEARS delivery men were gone.
I have been buying my tools and equipment from Sears for over 13 years now but there service has dropped off dramatically from what I can see with their online and phone support...Hell you can even send an email complaint to any executives in charge of service and support...Go figure...

Here are the emails I sent/received...(edited for my security)

From: Scharf, Robert
Sent: Monday, August 25, 2008 8:52 AM
To: '[email protected]'
Cc: 'RJ Home'
Subject: RE: CASE: 1354918 needs parts...

I already told you below, that I called them 2 times now and each time was on hold for almost 45 minutes and still no one has gotten back to me as to a confirmation if the parts are already on order. I was told it was a FAST, which means they have to order the parts from the manufacturer. This was authorized by Kaila at extension 5002. I just need someone to confirm that this order was indeed put in when I called because it is 4 weeks now since I've had the appliance and the bottom drawer does not work properly.
Would it be faster if I just contacted the manufacturer directly? I have been dealing with Sears for over 13 years and never before received an item damaged. I didn't realize it would be this hard to get parts for a $500 appliance that was delivered over a month ago (July 22) damaged. :(
Robert Scharf


-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: Friday, August 22, 2008 3:56 PM
To: Scharf, Robert
Subject: CASE: 1354918 needs parts...

Hello Mr. Scharf,

Thank you for taking the time to contact Sears.

In order to resolve your inquiry and better meet your needs, we ask that you contact our Product Repair Service department at 1-800-469-4663.

Our operators are available to assist you 24 hours a day.

If you need any further assistance, please do not hesitate to contact us.

Thank you for choosing Sears.

Regards,

Jean


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Email is a non-secure form of communication and customers should not include any sensitive account information in any email to Sears Canada Inc.
Le courriel n'est pas un mode de transmission securise et les clients doivent s'abstenir d'y inclure tout renseignement sensible sur leur compte dans toute communication electronique destinee a Sears Canada Inc.

From: Scharf, Robert
Sent: Friday, August 22, 2008 1:49 PM
To: '[email protected]'
Cc: 'RJ Home'
Subject: needs parts...

Hi:
I bought a 30" Range from Sears, which was delivered on July 22 and the plastic tabs that hold the bottom drawer in the range were broken. I have talked to Sears over the phone twice now to try to get these plastic parts shipped to me but have received no confirmation that this is in process.
The range is online item #223651232, model 970-512320, serial number #########
Can you please confirm if these plastic parts are on order for me?
Thanks
Robert Scharf
Nepean, Ontario

Thursday May 22, 2008 at approximately 8:45 pm I went in to the Sears Department looking for a Clerk whom had helped me earlier in the Week with Mattress information. I approached a Clerk in the electronics department because there was no one around in the area of the Mattresses to see if he could get someone to help me. He advised me that the lady whom had been helping me earlier that week was no longer in for the day but he would get the lady in the Appliance department who had worked in the department before. When the Lady came to the area of the Mattresses and was informed of what the situation was and that I was interested in Purchasing the KING SIZE mattress and that there was a special going on until May 25th she LOOKED at her watch on more than one occasion and was trying any and every way to get me to come back tomorrow. I then acknowledged the women that if she was not willing to help me I would take my business some place else, Which she still advised me that the sale was on till the 25th of may and i had lots of time to get the sale. the only advise she gave me in the conversation was to come back and play the scratch and save on the weekend. Someone who is spending over three thousand dollars on a mattress really doesn't care about a scratch and save event, but the sale on the mattress of choice at the time of the sale.

Since when was 8:45 closing and since when has SEARS treated there customers with such DISRESPECT!

I am so disappointed with sears and what is so sad is this was a gift for my Brother who is getting Married and Just bought their house. They were Actually going in to your store June 1st to start there Registry with Sears and I will make sure that I advise them the treatment that I received from sears and why I will refuse and tell everyone the service that I received from this store. It is terrible that a store with such a great Name and History has people work for them that treat there finest customers with SUCH IGNORANCE!

You can look up my History as a Sears customer for the last 15 years and you will notice that in the past few years i have been a repeat customer one who just purchased a two piece leather set from you which was more than a three thousand dollar KING SIZE mattress. I have no problem going to SLEEP COUNTRY to purchase my mattress and it is extremely disappointing.

I expect to hear some sort of response back from someone regarding this unfortunate matter, if sears WANTS to keep a returning customer happy which I question now after this experience.

Sincerely

Melanie Stapledon

POOR DELIVERY SERVICES!!!

I ordered 5 appliances 3 months ago from the Kitchener Sears Home store for delivery to my new home in Mississauga. Now on the Eve of X'mas, I am still waiting for my delivery to arrive from the 20th of Dec.07. Apparently, the drivers did not know how to locate an address in Mississauga two times around. Yes, there have been two attempts to get my appliances but the drivers have apparently had a hard time to find my house even though I have given them ever cross road and main road to get here including ladmarks. I had a driver tell me that it was too late for the delivery and he had to go home since it was taking him awhile to find it. The first delivery attempt they were in my complex 3 houses down but did not think of asking where my place was. By the way, I live off one of the main road in Mississauga-Derry Road. I found the drivers to be acknowledgeable on the roads in Mississuage along with poor manner when communicating with their customers- had a driver tell me to shut up. This is unacceptable under any circumstances.

The delivery setup with Sears is also unprepared to handle situations like these as they just send you to Customer service to reschedule your delivery. How many times do you have to reschedule a delivery before it actually gets here or they get it right? I will not recommend Sears to anyone I know due to their incapable ability to get a delivery on time to a home especially when every other company such as Leon's and Brick can find your home with no problem. NO EXCUSE SEARS!!!

Although I was assured that there would be no problem returning a portable air conditioner purchased as a present for my mother, I was never advised there would be a re-stocking fee, but there was!