Dear Sears,
I'm sorry but your in trouble. Customer service has completely escaped you and now as a result I fear your business is on it's death bed. Last week I drove to Humble, Texas Sears at Deerbrook Mall and bought a Dado Blade for my 10" Craftsman Table Saw. When I got it home and started to install it I found the blade with a 5/8" arbor did not fit my saw with a 5/8" shaft. The hole in the Dado blade was smaller than 5/8". I then drove back to the Sears store and returned it, but first asking the sales person to check it.

Sadly they weren't interested and expressed a who cares attitude. Yesterday I called several Sears stores to locate and purchase a small electric garden tiller. The San Jacinto Mall in Baytown, Lawn and Garden Department said they had one in stock. I told the lady I'd be right there to buy it.

When I got to the store, I was told they were holding it for another customer. They had another on the floor and I said that's OK, I'll purchase the one on the floor. The sales lady told me they couldn't sell me that one and that if I wanted one I'd have to order it.

I was very disappointed and told her it was a 40 mile trip to get to the store and asked for the manager. She took me over to a nearby counter where a Gentleman by the name of Clinton said he was the Department Manager. I told Mr. Clinton I wanted to purchase the small electric tiller and he said it was policy not to sell floor samples.

I was very disappointed at their lack of customer service but even more so for when I was walking away, a lady who was standing nearby that heard the conversation, said as I walked by her; "If you were black, they would have sold it to you!" Both the sales lady and the manager were black and needless to say I was white.

Now, I not only feel I was the victim of poor customer service but also a victim of racism.

After leaving the Sears store, I drove down the street and stopped at a Lowes. They had a tiller on display that looked almost identical to the Craftsman model, only it was a Troy-Bilt Model TB154. It was their display model, but they gladly sold it to me, and because it didn't have a box, they knocked off 10%. That made the Troy-Bilt $20 less than the Sears model.

Everything came out OK. I got my small garden tilled, saved money and learned there are other places with better customer service and better prices. My wood shop is filled with about every Craftsman power tool you sell. But now those Craftsman power and hand tools will be slowly phased out in favor of other brands as they wear out. I'm sad about this as I was always proud of my Craftsman tools.

If the service experience at my last two recent visits are typical, YOU are in trouble and will soon be out of business.

I purchased a Jenn-Air downdraft range 2 years ago from Sears--Recently the touchpad went out and I called to schedule a repair appointment. I was also talked in to purchasing a year service warranty, because I was told they were having alot of issues with this particular range. I was scheduled for an appointmnet on April 6th between 8-5. At 4:50 I called to see where my techician was due to the fact it was so close to five. I was told he was running behind--but he had not called to let me know. At 7:15 he called and I asked why he hadn't called, he replied, "This is your call" He came in and immediately knew what the problem was because I had sent them the serial number model number and the problem--He of course did not have the part to fix it--I took a day off of work and accomplished nothing--They want to reschedule for another day for me to sit around from 8-5--which I can not--I have asked to speak with management--apparently, there is none--I have spoken with several Case Managers--they have no boss??
The customer service department has been subpar at best-I have asked to schedule an appointment for after 3 due to my work schedule==This is not their policy--so I continue to be without an oven due to the faulty touch pad--I purchased all of my kitchen appliances from Sears, including washer and dryer--They will never receive one more dime of my hard earned money--The CEO of Sears should be appalled at the lack of customer care his work force offers--I feel comfortable with this comment due to the numerous employees I have spoken with--not one employee was able to offer any help, suggestions etc. Only an apology and the comment I understand this is frustrating--Okay you know it is frustrating so make it right--I was also offered a 50 gift card for Seats--which I refused--I only want my touchpad replaced, without me having to take another day off sitting around from 8-5, not hearing from a tech until 7:15--
Denise M. Skallet
1184 Longpoint Road
Cross, SC 29436

Sears was once reliable. No longer. Missed appointments, incompetent installation services, incompetent service technicians and aggravating phone (non-) assistance. I REALLY miss the old reliable Sears sales and service.

To Sears Staff and management. Don't apologize, Fix the problem, machine and attitude or have a supervisor do it for you.

Is it a common practice to deliver items that should have beeen cleaned. I received my new riding lawnmower with pollen all over it. The gray tractor was green. The delivery people just laughed when I asked who was going to clean it. How do I know if it hasn't been sitting outside the store as a demonstrator model? I think, when I spend $1200.00 on a mower, it should have at least been cleaned. Where is the quality customer service these days?
Unhappy in Longview

Went to store to buy undies for hubby. Spent an hour on drive there, back and sorting through their stock. Didn't have what I wanted. Came home and decided to order online. Spent more time online AND delivery charge. They sent me wrong style. Emailed them to tell them of problem. NOBODY EVER GOT BACK TO ME AT ALL. Its been at least 4 days. I've just about had it with Sears . This is my serious customer service problem with them in the last couple of months.