Sears mantra: Customer's never right & low priority

You've heard the Sears saga before.

Well, we thought it was over but are still in the midst.

Quick recap for those unfamiliar--

The fridge began leaking a month ago...we scheduled 4 appointments before we actually saw a service man because they never showed when they promised --even though we've had a service contract for nearly a quarter of a century.

The service man finally showed up and was gone for maybe 10 minutes when water started spraying everywhere in the sun room.

It was jumping through hoops to get him back.

A real union guy --he did not have an official work order so hesitated coming back even though there was water everywhere, he had just left and exacerbated the problem, and taking it one step further, caused the problem. I wonder if he had a service order to jump off a bridge, if he would do it just because he had the work order.


So, he ordered a part and said the warehouse may send you the entire part of just a section. If they send a section, you need to reschedule and have another service man come out.

Sure enough, they sent the ice holder with no cover.

Here we go again.

Customer Service (1-800-690-5650) told us the service man would be out between 8am and Noon. When we said we really need him to show up between this time frame because of medical issues, they told us to call the night before to firm up a time and get on the docket first.

We called back the night before at the request of Sears customer service.

They told us the man would be out at or by 9:20am. Where would we pull that number from? A Sears Customer Service gave us that time.

The morning arrived. No Sears rep. Still no sears rep. We called numerous times. Each time the Sears agent said they'd page him and have him call us. He never called.

Finally, he said he could arrive by 330pm. Far cry from 9:20am.


Sears Customer Service tells us it is the service man's fault.

The Service man blames Sears Customer Service.

Both throwing each other under the bus.

Would you like to work for a company like this? I sure would not.


Not only do they incessantly lie and go back on their promises, but they are the most unreliable company we've run across in a long time.


I was taught the customer is always right.....the customer should be priority one.....instead of letting a computer spit out the route or speaking via text, web, computer, maybe just maybe a little 'human touch' with extenuating circumstances and medical issues should take precedence.


Sounds like Sears does not take pride in a job well done anymore. Sears could give a darn about their service and their customers.


That's too bad because ultimately it is us, the paying consumer and customer, who loses out in the end.