The first time I had problems with Sears, I eventually let it go even though I didn’t shop in the store for a year. In this day when there are so many stores, really it’s quality and service that make the difference. And so it is that I am not waiting for the three strikes you’re out. Two is enough.
The first time, I was shopping in Sears (in Vancouver) and picking up a few skirts to try on. This woman comes up to me and snatches the skirts from my hand, saying “You’re dragging them on the floor and they’re getting all dirty.” I looked at her flabbergasted and walked out. I was also looking for a winter coat but didn’t bother at that point.
These skirts may have been touching the floor but surely the store is kept relatively clean. The better thing to do would have been to ask me if she could start a fitting room or hang the clothes up in the fitting room. After all, that is not only service but protecting the merchandise. This woman said nothing about even putting them in a room for me and snatched them out of my hand. And yes, she was a worker there. I didn’t appreciate being treated like a child.
I tried after that to find an address to send a letter of complaint. Do you think I could find a corporate address or even a local address with the name of any manager attached? Not a one. Sears made it pretty much impossible to do anything farther than complain verbally and we know how far that goes. Well, it threw me off shopping there again.
Now I don’t shop a lot at Sears anyways. The fashions are often not that interesting and it’s only a rare occasion where I will. This year I needed to buy a new winter coat and after much searching, found one I liked at, of all places, Sears. It was on sale too, making it just right.
Unfortunately, I was in a parkade three weeks after buying the coat and chlorine or bleach fell on the collar and took out some of the color. The company responsible for the parkade is willing to pay for repairs. However, no one dies polyester (I thought the coat was wool…oops) so the company will have to replace the coat.
I bought it on sale but it may not be on sale anymore. So I call Sears. First on their customer service line the person keeps saying, You want to order a coat. No, no I want a quote on the cost of the coat. You want to place an order? No, I want to know how much it would cost to get the coat replaced. It’s a coat. Yes a coat. So it’s a jacket. Well, no it’s a coat, just above the knees. You want us to pay for the coat? No. You want to order a coat? No. I’ll pass you on to our customer service, (I HAD dialled customer service) who then of course passed me on to retail customer service.
So I begin a third time to say, I was in a parkade and the coat was damaged. I need a quote on the replacement cost of the coat so the company can replace it. You were in our parkade? No, just a parkade, not Sears. I just need a quote on replacing the coat for what it sells for retail. You bought it damaged? No, Sears isn’t at fault. I bought it and then it was damaged after. But you bought it on sale. Yes but if it’s not on sale, they will have to replace it at the higher cost. It was damaged by chlorine in a parkade. How did you get chlorine on it? (Not that it’s any of their business.) It dripped on the coat. I’m not asking Sears to replace it. The company will do that. Well you have your receipt. But the receipt has the sale price. Is the coat still on sale? I don’t know (of course not, she hasn’t even asked me what the coat it is…we’re still haggling).
You have your receipt. Yes, but if the coat isn’t on sale then I need to give the company the replacement cost to replace this coat. You’ll have to buy a different one at a higher price. No, I want to get this coat so can’t you send the cost of what the coat is retail? No. Why not? Because that’s not what you bought it for. It’s not what you paid. (I’m now getting mad because she’s saying I’m trying to cheat.) It doesn’t matter what I bought it for. I’m not trying to cheat here. I need to give them the replacement cost. But you didn’t buy it for that. No I didn’t. Why can’t you say, I bought it for this amount but the regular retail is this amount? Because that’s not what you paid.
I don’t think you understand how replacement cost works. Yes I do. No. Replacement cost means the cost it would be to replace the coat, not what it was when I bought. If it’s not still on sale then it would need to be replaced at the regular price. But that’s not what you paid. You’re right it’s not. Is the coat going to be on sale three weeks later? I doubt it so how is the company going to replace it if it’s regular price? You’ll have to pay more. (It’s not up to Sears to decide who pays or not but getting them to give the full rate replacement is just not happening.)
I’m afraid after this I said, You know I’ve had problems with Sears before and this just seals it. This isn’t good customer service and I won’t be shopping there again. She said something else and I called her a bitch. I was boiling by now because she decided I was swindling someone. Obviously this woman has never had insurance with replacement cost included. I found it interesting from the moment I called and mentioned damage all she could hear was damage on Sears property or damage by Sears even though I said they weren’t at fault.
I’d write a letter to Sears corporate office but that would mean trying to find an address and the name of someone to send it to. Not likely, so I’ll vote with my bucks and go elsewhere. And it looks like there are enough other people disgruntled with Sears. I’m just glad I didn’t but a large appliance.