I am a long time Sears customer and cardholder. I have purchased appliances, home goods...
GetHuman-suznmead's customer service issue with Sears from February 2019
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The issue in GetHuman-suznmead's own words
I am a long time Sears customer and cardholder. I have purchased appliances, home goods and apparel regularly since at least ****. I experienced the worst in customer service at your Tampa Northridge store. I purchased the wrong size Levi’s for my husband for Christmas. Now because I was honest and said such, AND like a good consumer I returned dutifully with my receipt I was penalized and told no I cannot exchange them for another size because it was over the time limit. I do understand that every retailer has a store “policy”. I am not an unreasonable person. I didn’t want a refund- just the right size. I then waited for a “manager” to come and make an exception. The manager on duty, Nancy Hernandez refused my request to make an exception. I have worked in retail for over ** years and I know as a manager myself that I constantly make exceptions to keep the customer happy. Her reply? “Sorry not when we are in the middle of closing down” And “here’s the *** number if you want to make a claim “. Shocked and disappointed that this is the level of customer service you have allowed your managers to have ownership of. There was no compassion, or courtesy and the store associates that helped me were embarrassingly lacking kindness or passion for what they were doing. If I were that store’s general manager I wouldn’t wonder why the store was closing I would know it was because a lack of service focused individuals. I find it incredulous that you would want your store managers to refer people to complain so easily, like she couldn’t be bothered. In my line of business, we do whatever it takes to help the customer then and there without having them expend the energy to take it higher. I would think Sears would be trying to contain loyal consumers not chase them away, especially with the power of negative PR and social media. Simply put I no longer want to even exchange these two pairs of pants. I want a full refund and an apology for the treatment my family received today. I don’t intend to continue being a Sears customer if you don’t make this right. There are plenty of retailers that do what you do but haven’t forgotten that the only way to keep your doors open is customer service. Case in point? Directly after I went to Kohl’s with my product and receipt and received a refund with a smile and no questions asked.
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