Complaint Review: Sears Home Repair - Internet Internet

Here is the original e-mail I received from "Brian H." on August 8, 2011
"To Chris Rappolt,
  Thank you for your reply.  I have received your email and am forwarding your information over to Sears Cares for attention.  As soon as a case manager becomes available, one will be in touch with you.  Thank you for your patience and we do look forward to talking to you soon.
Thank you,
Brian H."

10 days later I still have not heard from anybody.  I have not received my money.  I wonder if I can charge Sears the same finance charge that they would be charging me if I was the one in arrears?  I guess it does not matter since they are not refunding my money anyway.  Too bad it is not enough money to make legal action worthwhile.
It's just hard to believe that a retailer the size of Sears is such a crook!  And then in rides Brian H. on his white horse to save the day....Not!!!

siren sound.....

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It's time to go to the top. Call the executive corporate offices of Sears and demand the CEOs office, and NOT customer service. You'll have a better chance of getting something done by a staffer there.

First of all, the refund is only part of the problem.  Every time I try to schedule a repait appointment, your staff schedules a "collect" appointment, because of the account duplication and address confusion cause by your staff when I tried to let them know that my street address had changed. 

Secondly, you apparently have referred me back to the same department that has been "botching" my case in the first place.   Through multiple telephone calls, I was told that a refund had been issued on 7/19, and that I should have it by 7/29.  When I called because it didn't arrive, I was flooded with effusive apologies, and told that an investigator would call me within 24-48 hours.  This happened twice.  The third time I called back and reiterated everything I had been told, a "Linda" said "Who told you that?"  I siad, "I can't believe you have no record of the multiple telephone calls."  She did not respond.  Instead she put me on hold for a protracted period of time before she told me that I would have to wait for 21 days from the issue date of the refund to receive my money- in otherword 8/19.  And that result of your grandiose response is that you refer me back to the same department?

That is the whole problem with your severely handicapped customer service.  If things go wrong, the customer is referred to the "complaint escalation department" where a "case worker" proceeds to botch things up even more.  There are other phone numbers to call and other people, like you, to talk to, but then the customer gets referred right back to the same department.
Give me a break Mr. Brian H.!!!

Brian H.,
You made the same promise to me 3 days ago when I posted a complaint on Facebook, (which was promptly removed).  I e-mailed you, as you have again requested, and you sent me back a terse message telling me that a case worker would be getting back to me when they have time.  I still have not heard from anybody.  So congratulations.  You have shown yourself to be a typical Sears employee.  Do not make the same empty promise again in an attempt to defuse this honest reporting of the truth!

Why don't you give this poor OP a frigging DIRECT phone number, with the name or employee ID of a person ALREADY ASSIGNED and waiting for the OP to call? Yeah, I'll bet the OP will get real fast action with that email address. And if a major corporation like Sears is going to post damage control replies here, you ought to spell out your full name and provide the OP immediate direct contact info for your office.

Chris,

I'm very sorry for the trouble we've caused you in getting your refund back for the repair that was supposed to be under warranty. I can certainly understand why you would be posting a complaint. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience, please email [email protected] with your contact information and a case manager will be assisgned to contact you. Please include your screen name (Chris) in the email so we can reference your case. Again, I apologize for the situation but I'm confident we can get this taken care of quickly.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support