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  • Report:  #3520

Complaint Review: Sears - LA Nationwide

Reported By:
- Wmspt., PA,
Submitted:
Updated:

Sears
Los Angeles LA, Nationwide, U.S.A.
Web:
N/A
Categories:
Tell us has your experience with this business or person been good? What's this?
This report is on Sears. My boyfriend and I both have a Sears card. Every month we are charged a late payment fee of $25. I don't see how that is possible since the payments are sent in way before the due date.

Sears tried to tell me there is something wrong with my postal service. Bull! They said the computer automatically adds the fee if your payment isn't in on time.

Obviously someone has to enter it in the computer. If you ask me the person responsible for entering the information is the one who is not getting it in on time. Please help me avoid having to pay this fee every month.


12 Updates & Rebuttals

Richard

Wylie,
Texas,
U.S.A.
"Customer Service" Games

#2UPDATE EX-employee responds

Wed, September 13, 2006

Most customer complaints are relayed to various places if the associate initially handling the complaint does not know how to handle it. It usually will go to the "CSM" customer service manager on duty first, if they can find one. If the CSM can not resolve it, the customer will be told they will need to speak to the manager of the department involved if applicable. If that mangager can not resolve it; the customer will be told to talk to the store manager, if you can find him/her. If the store manager is not there, there will usually be a time of "phone tag" involved at this point. If the store manager can not resolve the complaint; the customer will then be given a 1-800 number sears calls "golden opportunities"(they don't like to give you this number because the store gets penalized for not handling the problem at the store level). The "customer service" people at golden opportunities will talk to the customer, then usually tell them they will have to speak to the store manager and have him/her try to resolve the complaint. At this point an "offer" will usually be made to the customer that they probably will not be totally happy with. Sometimes nothing will be offered after playing "Customer Service" Games!!! I have witnessed the deterioration of Sears for a long time. The way customers and associates are treated has been getting worse. I know alot of quality people that have left the company since KMART and Sears merged. After the merger, cutting costs and increasing margins were the only important priorities.


Buddy

Eureka,
California,
U.S.A.
Just a Coincidence??

#3Consumer Comment

Tue, August 15, 2006

Is it just a coincidence that about the time credit card companies started charging "late fees" that the mail started getting so "slow"??? Look at the postmark on the bill you are sent -- how long does it take to get to you? Does it take 10 days. I don't think so. So, why are they saying that the mail going the other way takes 10 days? For years, I mailed my MBNA payment 10 days ahead of the payment due date with no problems. Then, when MBNA suddenly started charging late fees, my payment, which had always been credited on the 1st or 2nd of the month, started getting credited on the 8th of the month. Since my due date was the 5th of the month, this caused a late fee. The first time, they removed it, and I thought that it was just a fluke in the mail. The second time, I smelled a scam, and paid off the account.


Adam

Royal Palm Beach,
Florida,
U.S.A.
Sears BIG TIME RIP OFF!!

#4Consumer Comment

Tue, August 15, 2006

I have sears mastercard and I pay my balance off and I have a balance of 0 then after a week later it charges me 200 dollars for a month ago charges I have already paid, then I fight with them and it gets me nowhere. SEARS ARE CROOKS, THIEVES, CRIMINALS, AND THEY ARE NO GOOD THEY ARE LIKE COCKROACHES, YOU CANT GET RID OF THEM! I HATE SEARS.. JUST PUT MY CARD THROUGH THE SHREDDER!!!! THANK GOD!


Adam

Royal Palm Beach,
Florida,
U.S.A.
Sears BIG TIME RIP OFF!!

#5Consumer Comment

Tue, August 15, 2006

I have sears mastercard and I pay my balance off and I have a balance of 0 then after a week later it charges me 200 dollars for a month ago charges I have already paid, then I fight with them and it gets me nowhere. SEARS ARE CROOKS, THIEVES, CRIMINALS, AND THEY ARE NO GOOD THEY ARE LIKE COCKROACHES, YOU CANT GET RID OF THEM! I HATE SEARS.. JUST PUT MY CARD THROUGH THE SHREDDER!!!! THANK GOD!


Danise

New Orleans,
Louisiana,
U.S.A.
Sears Mastercard was a Upgrade; Late fee's can be adjusted as courtesy

#6UPDATE Employee

Fri, April 04, 2003

I am a Customer Relations Manager at Sears. I wanted to defend Sears concerning the matter of the Master Card and the late fee issue. The rebuttal customer states he was sent a Sears Gold Master Card, to replace his "blue" card, Sears has offered for years. The Sears Master Card was an upgraded account, you qualified for by meeting certain criteria established by Sears. It replaces the "blue" card, and allows our customer's the opportunity to use it at millions of locations internationally, other than just Sears. The name of Sears is well-known and established, so Sears felt that in this economy today, it was a great move for many of our customers and Sears. It also still allows them the advantages of getting the same great promotions as before. Sears understands that there are a small group of our customers that may not want the upgrade. They are allowed a period to request an opportunity to opt out before the card is sent, in fact, many still can request the same type card they had prior, even after using the Sears Master Card. We desire to keep our cutomers happy. We don't want to lose good customers. We spend an extensive amount of time trying to explain the process to our customers, when they contact us. It's understood by me, when I receive a call from a customer, such as yourself that you may have received the original letter and thought it was junk mail; this is why the time for you to make your decision is extended. We understand also, that a late fee may be assessed to you in some cases, beyond your control. We can not explain why it would take such a long time for the postal service to deliver your mail to us. In our society now, where every parcel is closely scrutized, there is no answer available from Sears. we can only suggest you contact your local postal service to find out reasons for the delay. I can tell you that, when your mail is received, we do not place it on a shelf or desk. It is electonically processed. The date we receive it is the date that appears under the transaction date section of your bill. The date it is posted to your account can be different, but we go by the date received before the late fee is assessed. The posting date also appears on your bill. If the payment is one day after the due date, a late fee will be assessed. We offer no grace period after the due date. There are a number of ways to make payments today. Mail is just one. You can do it online, at the Sears stores nationwide. Payment by phone before the due date is still being worked on. If you are normally a timely customer, we are able to make adjustment of the late fee as a courtesy to your account. This means that the account must be opened for more than 12 months and have a good pay history. You are allowed an adjustment every 24 months in this case. This allows for those chance opportunities when things happen not controlled by you. Seeing that you were told to reapply for an account, and had to close an account that you had well-established with Sears; you should contact our customer service dept to advise them of that situation. There are able to assist you in this special case. If they have already done so, please post this because we don't to mislead anyone in saying that no assistance was made available to you. we hope to continue servicing you and your account in the future.


Danise

New Orleans,
Louisiana,
U.S.A.
Sears Mastercard was a Upgrade; Late fee's can be adjusted as courtesy

#7UPDATE Employee

Fri, April 04, 2003

I am a Customer Relations Manager at Sears. I wanted to defend Sears concerning the matter of the Master Card and the late fee issue. The rebuttal customer states he was sent a Sears Gold Master Card, to replace his "blue" card, Sears has offered for years. The Sears Master Card was an upgraded account, you qualified for by meeting certain criteria established by Sears. It replaces the "blue" card, and allows our customer's the opportunity to use it at millions of locations internationally, other than just Sears. The name of Sears is well-known and established, so Sears felt that in this economy today, it was a great move for many of our customers and Sears. It also still allows them the advantages of getting the same great promotions as before. Sears understands that there are a small group of our customers that may not want the upgrade. They are allowed a period to request an opportunity to opt out before the card is sent, in fact, many still can request the same type card they had prior, even after using the Sears Master Card. We desire to keep our cutomers happy. We don't want to lose good customers. We spend an extensive amount of time trying to explain the process to our customers, when they contact us. It's understood by me, when I receive a call from a customer, such as yourself that you may have received the original letter and thought it was junk mail; this is why the time for you to make your decision is extended. We understand also, that a late fee may be assessed to you in some cases, beyond your control. We can not explain why it would take such a long time for the postal service to deliver your mail to us. In our society now, where every parcel is closely scrutized, there is no answer available from Sears. we can only suggest you contact your local postal service to find out reasons for the delay. I can tell you that, when your mail is received, we do not place it on a shelf or desk. It is electonically processed. The date we receive it is the date that appears under the transaction date section of your bill. The date it is posted to your account can be different, but we go by the date received before the late fee is assessed. The posting date also appears on your bill. If the payment is one day after the due date, a late fee will be assessed. We offer no grace period after the due date. There are a number of ways to make payments today. Mail is just one. You can do it online, at the Sears stores nationwide. Payment by phone before the due date is still being worked on. If you are normally a timely customer, we are able to make adjustment of the late fee as a courtesy to your account. This means that the account must be opened for more than 12 months and have a good pay history. You are allowed an adjustment every 24 months in this case. This allows for those chance opportunities when things happen not controlled by you. Seeing that you were told to reapply for an account, and had to close an account that you had well-established with Sears; you should contact our customer service dept to advise them of that situation. There are able to assist you in this special case. If they have already done so, please post this because we don't to mislead anyone in saying that no assistance was made available to you. we hope to continue servicing you and your account in the future.


Danise

New Orleans,
Louisiana,
U.S.A.
Sears Mastercard was a Upgrade; Late fee's can be adjusted as courtesy

#8UPDATE Employee

Fri, April 04, 2003

I am a Customer Relations Manager at Sears. I wanted to defend Sears concerning the matter of the Master Card and the late fee issue. The rebuttal customer states he was sent a Sears Gold Master Card, to replace his "blue" card, Sears has offered for years. The Sears Master Card was an upgraded account, you qualified for by meeting certain criteria established by Sears. It replaces the "blue" card, and allows our customer's the opportunity to use it at millions of locations internationally, other than just Sears. The name of Sears is well-known and established, so Sears felt that in this economy today, it was a great move for many of our customers and Sears. It also still allows them the advantages of getting the same great promotions as before. Sears understands that there are a small group of our customers that may not want the upgrade. They are allowed a period to request an opportunity to opt out before the card is sent, in fact, many still can request the same type card they had prior, even after using the Sears Master Card. We desire to keep our cutomers happy. We don't want to lose good customers. We spend an extensive amount of time trying to explain the process to our customers, when they contact us. It's understood by me, when I receive a call from a customer, such as yourself that you may have received the original letter and thought it was junk mail; this is why the time for you to make your decision is extended. We understand also, that a late fee may be assessed to you in some cases, beyond your control. We can not explain why it would take such a long time for the postal service to deliver your mail to us. In our society now, where every parcel is closely scrutized, there is no answer available from Sears. we can only suggest you contact your local postal service to find out reasons for the delay. I can tell you that, when your mail is received, we do not place it on a shelf or desk. It is electonically processed. The date we receive it is the date that appears under the transaction date section of your bill. The date it is posted to your account can be different, but we go by the date received before the late fee is assessed. The posting date also appears on your bill. If the payment is one day after the due date, a late fee will be assessed. We offer no grace period after the due date. There are a number of ways to make payments today. Mail is just one. You can do it online, at the Sears stores nationwide. Payment by phone before the due date is still being worked on. If you are normally a timely customer, we are able to make adjustment of the late fee as a courtesy to your account. This means that the account must be opened for more than 12 months and have a good pay history. You are allowed an adjustment every 24 months in this case. This allows for those chance opportunities when things happen not controlled by you. Seeing that you were told to reapply for an account, and had to close an account that you had well-established with Sears; you should contact our customer service dept to advise them of that situation. There are able to assist you in this special case. If they have already done so, please post this because we don't to mislead anyone in saying that no assistance was made available to you. we hope to continue servicing you and your account in the future.


Danise

New Orleans,
Louisiana,
U.S.A.
Sears Mastercard was a Upgrade; Late fee's can be adjusted as courtesy

#9UPDATE Employee

Fri, April 04, 2003

I am a Customer Relations Manager at Sears. I wanted to defend Sears concerning the matter of the Master Card and the late fee issue. The rebuttal customer states he was sent a Sears Gold Master Card, to replace his "blue" card, Sears has offered for years. The Sears Master Card was an upgraded account, you qualified for by meeting certain criteria established by Sears. It replaces the "blue" card, and allows our customer's the opportunity to use it at millions of locations internationally, other than just Sears. The name of Sears is well-known and established, so Sears felt that in this economy today, it was a great move for many of our customers and Sears. It also still allows them the advantages of getting the same great promotions as before. Sears understands that there are a small group of our customers that may not want the upgrade. They are allowed a period to request an opportunity to opt out before the card is sent, in fact, many still can request the same type card they had prior, even after using the Sears Master Card. We desire to keep our cutomers happy. We don't want to lose good customers. We spend an extensive amount of time trying to explain the process to our customers, when they contact us. It's understood by me, when I receive a call from a customer, such as yourself that you may have received the original letter and thought it was junk mail; this is why the time for you to make your decision is extended. We understand also, that a late fee may be assessed to you in some cases, beyond your control. We can not explain why it would take such a long time for the postal service to deliver your mail to us. In our society now, where every parcel is closely scrutized, there is no answer available from Sears. we can only suggest you contact your local postal service to find out reasons for the delay. I can tell you that, when your mail is received, we do not place it on a shelf or desk. It is electonically processed. The date we receive it is the date that appears under the transaction date section of your bill. The date it is posted to your account can be different, but we go by the date received before the late fee is assessed. The posting date also appears on your bill. If the payment is one day after the due date, a late fee will be assessed. We offer no grace period after the due date. There are a number of ways to make payments today. Mail is just one. You can do it online, at the Sears stores nationwide. Payment by phone before the due date is still being worked on. If you are normally a timely customer, we are able to make adjustment of the late fee as a courtesy to your account. This means that the account must be opened for more than 12 months and have a good pay history. You are allowed an adjustment every 24 months in this case. This allows for those chance opportunities when things happen not controlled by you. Seeing that you were told to reapply for an account, and had to close an account that you had well-established with Sears; you should contact our customer service dept to advise them of that situation. There are able to assist you in this special case. If they have already done so, please post this because we don't to mislead anyone in saying that no assistance was made available to you. we hope to continue servicing you and your account in the future.


Jasper

Chicago,
Illinois,
U.S.A.
How much time is needed?

#10Consumer Comment

Mon, March 24, 2003

Steve said he mailed his payment on 18 Jan, it wasn't due until 3 Feb. How much lead time is he suppose to give? I feel that the 14 days is plenty, even with possible postal screw ups. It sounds like Sears is sitting on stuff. Maybe it's because they keep laying off people.


J

LA,
California,
U.S.A.
SEARS DOES NOT CONTROL THE MAIL!

#11UPDATE EX-employee responds

Fri, March 21, 2003

THE PAYMENTS ARE TAKEN IN BY A MACHINE NOT A PERSON. IT CLEARLY STATES ON THE TERMS OF CONDITIONS THAT YOU AGREED TO THAT THERE IS NO GRACE PERIOD. IF THE PAYMENT IS NOT RECEIVED BY THE DUE DATE A LATE FEE WILL AUTOMATICALLY BE ADDED. AGAIN, SINCE SEARS DOES NOT CONTROL THE MAIL YOU NEED TO TAKE THIS ISSUE TO YOUR POST OFFICE.


Steve

Chambersburg,
Pennsylvania,
U.S.A.
LATE CHARGE RIP-OFF

#12Consumer Comment

Tue, March 11, 2003

Everything was fine with Sears until they sent me a Sears MasterCard, for my Sears Premire card. I called Sears and explained I wanted ONLY a Sears blue credit card. I was informed that it was in the mail. Great, until it arrived, another Sears MasterCard. I called again and was relieved to talk to a smart person, he said that the only way to get a BLUE SEARS card was to close out my other Sears MasterCars and go to the store in person and fill out another credit app. No problem my 27 year credit was closed out and I opened a new account. While in the store I used my credit to a tune of about $154.00. I recieved the bill on the 11th of Jan wrote the check on the 17th, put it in the mail on the 18th. My due date was the 3rd of Feb. I wrote the check for $100.00 with a balance of $54.00. The next bill I recieved had a $25.00 late fee on it. I called to tell them they made a mistake and to remove the charge. Well, that was a BIG NO! So, I wrote an e-mail to Sears to explain my problem, they replied with a BIG NO! I was wondering who sat on my bill at their office, for ONE DAY LATE in recieving it. One day late, sounds pretty fishy to me. I contacted other Sears customers who have had the same problem with late fees and I wonder if this is a scam to get $25.00 late fees from alot of customers. After 27 years of being a loyal Sears customer, I canceled my credit card and will no longer step foot in a Sears store. Sears I hope your happy! I'm thinking of spending $53.00 to sue Sears in small claims court to get my $25.00 back. It's really the principle of the matter. Also, I'm wondering if it wasn't the new credit card that clued someone in to hold my bill till one day late? Anyone else had problems like this?? I really would like to know. Maybe there is a class action lawsuit in this. Who knows??


Deanna

Peabody,
Massachusetts,
The late fees are computer generated!

#13UPDATE Employee

Sun, September 08, 2002

I have been a Sears employee for 3 years now and work in the Loss Control department, which handles accounts 6-8 months behind. I want to clarify something regarding the late fees. I am going to list reasons why a customer will get a late fee. 1. Having a past due amount; for instance you are 2 months behind and only pay 1 month's worth of payments and not catching up. 2. If your monthly payment is $100.00 for that particular month and you pay anything less than that amount. 3. If your payments are late. Payments take 7-10 days to be posted by mail (I say ten days in case payment is send after post office hours on Saturday, therefore not getting mailed out until Monday), 24-48 hours for posting in major retail stores, and up to 5 days in appliance/hardware stores. And to answer your question, the late fees are computer generated. I know, because I work in collections and work with past due customers everyday. Do mistakes happen? Yes. But it is your job as a consumer to check your statements every month and make sure the billing statement is correct. It is also your responsibility to make sure the payments get in on time, whether it be by mail or store, because this is a credit card and it does affect your credit! I will also add that late fees don't appear every month unless the customer has a past due amount. Many people don't understand the "world" of credit before signing for any credit card. I suggest that you read your contract before signing!

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