We as a family purchased a refrigerator from sears on 6/16. paid 1700 dollars, received on 6/19 at 6 pm. which supposed to be deliver between 2 to 4 pm. the del person broke inside glass outside of my dryway, minor problem right, can be replace. Brought the ref inside the house, wife inspected the ref, 14 dents on the product.

Del person calls the headquarter, they’ll replace the ref so we residual the Del. Next Del came on 6/24 8 am. No problem right. Wrong, again a big dent on the door, once again driver calls the headquarter to inform, the person on the other line will place an order for the door so the problem can be solved. Wrong again, I get a call in the afternoon from sears cust service, it would be hassle for them to replace the door so on and so on, instead they will give me a 100 dollar gift certif. for sears. Now I’m angry. I gave her a lecture and told her I would like a new ref that I have paid for so once again I requested Del date. She residual the Del on 6/26 between 4 to 6pm. No problem, I’ll just leave work early, end of story. Wrong again, I get a phone call around 5:30pm from the answering machine that I’ll get the Del between 10 am to 12 pm. I was on the phone after that for an hour switching back and forth between supervisor, specialist. Finally I got upset and cancel my order because no one can help me set up delivery time as it is we lost 21/2 days of work. They said everything is automated so you have to keep reschedule delivery. No body wants to take responsibility to take care of the problem. I way like yo-yo talking to each one and wasted my time and minute on my cell phone. Now I have to go buy another refrigerator NOT FROM SEARS THOUGH. Well, they lost one loyal customer but I guess they don't care. Only thing I’m worry about right now to get full credit on my purchase without loosing a dime. Otherwise another battle with them.

COMPLAINT ACTIVITY REPORT Case # 94184887 BBB of Chicago & Northern Illinois

Consumer Info: Alber, Business Info: Sears Holdings Corporation
800 762-3049


Location Involved: (Same as above)

Consumer's Original Complaint :
I purchased a heat pump plus maintenace agreement from Sears and had it installed in my home on May 8. On June 10 I attempted to report a problem with it and get a service call scheduled. Over the past two days I have spoken to a dozen or more people including people at home office who are charged with customer relations. All have been unable to schedule a service call, unable to have someone contact me who could schedule a service call. Some have given me incorrect information, many have been rude.

I would like my money back and my heat pump repaired.

Consumer's Desired Resolution:
I would like my money back and my heat pump repaired.

BBB Processing

06/12/2008 web BBB Complaint Received by BBB
06/12/2008 web BBB Member or MIP Complaint Validated by BBB Operator
06/12/2008 otto EMAIL Send Acknowledgement to Consumer
06/12/2008 otto BBB Inform MIP Member of Complaint
06/17/2008 WEB BBB RECEIVE BUSINESS RESPONSE : 6/17/08. I received the complaint filed by Mr. Alber. I have contacted him and left a message on his home #. I also sent him an email to assist in resolving any issues he may be having with the HVAC system. If you have any questions please contact me directly at 407-551-5415.
Sincerely,
Michele Compston
SHIP Regulatory Complaint Specialist
06/17/2008 nvv EMAIL Forward Business response to Consumer
06/18/2008 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I called Michelle this morning for the third time. Voice mail again. I also sent her an email.
No responses. She called me once, sent me one email. This is typical of the service and response I have experienced with Sears in this matter. My complaint is open and getting worse.
please escalate this above Michelle. I do not believe she has the ability to address my concern.
Thank you
George
Ms Compston called and left me a voice mail. I have returned her call twice, leaving voice mails both times. I have not yet spoked with her.
06/18/2008 nvv BBB Forward Consumer Rebuttal to Business
06/23/2008 BBB MORE INFO RECEIVED FROM THE CONSUMER : Hi correction to my last comment. It was Thursday, June 18 that Michelle told me she would call me back by the end of the day.
As of 5 35 PM EDST, Monday June 23 she has not called me back or responded in any other way.
06/23/2008 BBB MORE INFO RECEIVED FROM THE CONSUMER : Hi Michelle,
On Thursday, June 19, you told me you would call me back before the end of the day with an update from your "senior management". I am still waiting for your call.


Best Regards,
George

----- Original Message ----
From:
To: Michelle Compston <[email protected]>
Cc:
Sent: Wednesday, June 18, 2008 11:36:52 AM
Subject: Re: SHIP #7905445
Hi,

I have called you twice and left voice messages.

This morning I also got an email from BBB requesting that I close my complaint based on your email. of course, I rejected that suggestion and in fact the fact that you would think that you could close my complaint just by calling and sending an email has made my dissatisfaction with Sears greater.



By the way, do you know the status of my Heat Pump?


Best Regards,
George

----- Original Message ----
From: Michelle Compston <[email protected]>
To:
Sent: Tuesday, June 17, 2008 2:06:09 PM
Subject: SHIP #7905445
Mr.

Hello. How are you? My name is Michele and I work for Sears in the legal department. I am writing to you in response to the complaint you filed with the Better Business Bureau. I would like to help resolve any issues you may be having with the air conditioning system. I can help arrange an appointment for our contractor to come out there, inspect the unit and correct whatever issues there are. My contact information is provided for you below, and I look forward to hearing from you soon.

Sincerely,
Michele Compston
Regulatory Complaint Specialist
(B) 407-551-5415
(F) 407-551-7188
Email: [email protected]
06/23/2008 BBB MORE INFO RECEIVED FROM THE CONSUMER : today, June 23, at about 5 35 I heard from Michelle Compston via phone who told me that her senior mgt had decided that my complaint had no merits. She referred me to Ms. Rachel Cheek at 407 551 5408 who is a "Legal Case Mgr" in Michelle's words a paralegal. I think it reveals their attitude toward customers that they would escalate me to a lawyer - well not really even a lawyer, but paralegal.

I tried for 6 months to purchase a sears item, and i could not get a straight answer from anyone connected with sears. They can advertise a product, without ever knowing when a product would be available. Thats unfair to the waiting customer. I talked to ryan at sears.com and the best he could do is try to sell me something different. I also got an analogy of wanting to by a pinto when they don't sell pintos anymore. Thats would be fine, I can understand that, but they don't still advertise sales for pintos. I went above him to tracy who gave me there scripted, reversed, passification. NEVER AGAIN WILL I BUY FROM SEARS.

I had sears mower less than a year and had only 27 hours on kohler motor before it cracked. I called warranty line and they sent repair man out ordered new engine.

That was 3 weeks ago and now they are saying they have to make that engine and it will be a couple of weeks until they cast it. That means I will be without mower pretty much all summer.

I have called every Sears customer service number that I can find and I get a lot of false promises to have somebody call back that can do something to help.

Don't buy from Sears unless you want junk!

I went to the store to buy a grill with my father. When we first looked all the prices were different.When i looked closely the model number of some of the grills were the same but varied by almost fifty dollars. Some of the grills didn't have prices at all. I walked around the whole store for an associate but there was no one. I went to the front desk where a lady was on the phone and after she was done i asked if she could help me and she didn't say anything to me and picked up another cal. As she was on the phone she just kept looking at me. At this point i was very agitated. There was a girl next to her who i asked for help and she said she couldn't help me, although i had the model number in my hand. The lady who was on the phone then told her about the model number. Their conversation some how moved to who was going to stay at the front desk, leaving me to cut their conversation and ask if someone could help me. The girl told me that i should go get the number from the back of the grill. I had no idea where the number was and was mad that she had the audacity to tell me to go get the number.They sent a guy to help us who then left us and said he would be right back, that he had to get something.We waited for mover ten minutes so i then went back to the front desk where she sent another guy. At that point the guy who was supposed to help us then came. When we asked about the prices they weren't sure themselves. When asked to speak to the manager about a price, the manager was called and over the phone he said there was nothing he could do. At this point i was in the store for more than an hour and i expected to SEE a manager. This made me very angry, since the manager was so lazy that he didn't come to see what hte problem was and help out. The grill we wanted didnt have the right size grill cover. We asked where the grill covers were and just pointed the way. I expected to be shown the product since we were at the front of the store and the product was at the back, not visible at the front... obviously. We ended up going with another grill. The sticker on it said 449.9. Then there was a sign that said 329.99. At the counter there were about ten people in front of us with only one cashier open.We argued about the price at the cashier counter. Eventually she gave it to us because i showed her that the model number was the same and the sign wasn't expired. Altogether my experience was horrible. I don't even know how i had the patience to actually buy something.