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Sears National Customer Relations




Sears has really fallen, and it is sad.



On April 27, 2014, I placed an order for 3 ball bearings, for my ZTS7500 mower. A mower I paid over $2500.00 for. The order number was W199289, for part number with a Substitute part number . When I received the parts, they were wrong. The part number sent was 17897SM. This bearing is 1/16 of an inch too small all around, and the spacer required to go with this bearing will not fit inside it, and around the mower blade shaft.



On Monday, May 5, 2014, I called Customer Service, and the lady I spoke with, confirmed it was not the part I ordered. She proceeded to order the part number I gave her, and she read back to me, verbatim, the part number, and its substitute number. On Tuesday, May 6th, I left work early as the bearings showed as having been delivered. When I opened the package, gee, what a surprise, the SAME warehouse in TEXAS, sent me the SAME WRONG PART.



I called Customer Service, fuming at this point, and although the young lady in your call center, tried to help, an additional 3 day wait, for a part that you have gotten WRONG twice, was unacceptable, and I asked to speak to a Supervisor. This is where I encountered David.



As I explained to David the 3 days wait was not acceptable, he went immediately into a defensive, I don�t give

a _ _ _ _ mode. When I asked if you can overnight it to me on Monday, why can�t you do the same on Tuesday? He had no answer, and no empathy. He is without a doubt, the biggest waste of oxygen on the planet. David does not give a flying flip whether I shop at Sears ever again. And guess what, Mission Accomplished.



I have spent more than $15,000.00, over the last 30 years buying nothing but Craftsman tools. So loyal was I to Craftsman tools, I made my wife return a tool she bought from Lowes, and get a Craftsman. I have 3, 6� high rolling Stainless Steel Craftsman chests full of Craftsman tools. Not to mention the countless small Craftsman tool chests, and bags. Every piece of lawn equipment I have says Craftsman. Never again. I will never set foot inside a Sears again to purchase a single Sears product. And it is a shame, because another David, in tools, in your Castleton Square store in Indianapolis is, and has been, an absolute joy to buy from. He is smart, friendly, and goes way beyond to help. But it ends there. Your store employees are as rude, and unhelpful, as are your Customer Service Supervisors. Their lack of product knowledge simply amazes me.



Thank God I have the internet, and Lowes, and can bypass Sears all together.



With sad regrets,







Mark T. Thompkins


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