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Sears Home improvement Support Ticket - pompano beach, Florida - horrible unprofessional service!!!!

Sears Home improvement Support Ticket - pompano beach, Florida

horrible unprofessional service!!!! - impact glass installation

Created By: batyab's Picture batyab Last Reply: SearsCares's Picture SearsCares
Priority Level: [High] Status: [Open]
Created: 10 years ago Last Updated: 10 years ago
Department: N/A Replies: 1
Product: impact glass installation

I work in the service industry and i cannot believe that Sears, a company I chose over 5 other companies to install impact windows in my house has been nothing but a great disappointment.
I had the company 3 times send professionals to my house to measure my windows which i admired as i felt it is so important to make sure all parties concerned are aligned with the job needed to be done. I signed a contract and paid on the spot almost 9000 thousand dollars before the order was even sent to production and was told the order takes 3 weeks and on hte 4th week the work would start. Four weeks later I called to ask what day they intended to start only to be informed the order has not been placed because one of my oval windows was not possible to be done as per code of the city. I asked then the regional manager Mr Powel to alow me to quote the window with another ocmpany ( as other companies did not see any issue with this) and i wish to be credited for whatever the cost of that window would be. He told me he would credit me with 800 dollars and thats it or i can get my money back. with that attitude i decided to cancel the order. i was told my money would be returned in 2 weeks. i called today and the secretar told me that mr powel's secretary must have forgotten to send me back the money and she ( Bethany) was gloing to process it today and it will take another 2-3 weeks. so now Sears ahs worked with 9k of mine with no interest and not an apology. I will Never make ths mistake of ordering anything from Sears again!!!!!!


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SearsCares says: (10 years ago)
Dear batyab,
My name is Laura with Sears Cares; I found your post here and I want to apologize for all the difficulty you’ve had with your Home Improvement purchase. From your post I can see that there were problems from the very beginning and I can certainly understand your frustration at our lack of customer service. It is also entirely unacceptable that you have not been refunded in a timely manner after the order was cancelled. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have failed met that goal on several levels with this incident. We would very much like to speak with you regarding your experience and make sure that you receive any money you are due. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly to discuss this experience. In the email, please provide a contact phone number, the phone number the Home Improvement order was purchased under (if different than the contact phone number), and please do include your user name (batyab) for reference to your issue. Again, we are very sorry for any inconvenience and thank you for the opportunity to rectify this situation.
Thank you,
Laura D.
Social Media Moderator

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