A friend of mind, Mrs.Davis purchased a refrigerator from Sears in Salisbury,Maryland. When the refrigerator was delivered by Sears delivery team out of Bridgeville, Delaware the delivery team had pulled off the truck the wrong refrigerator a stainless steel refrigerator intended for a customer in the subdivision Nithsdale. Mrs.Davis's son was the only one home along with a repair man working on her home at the time of the delivery it was the honesty of Mrs. Davis's son that pointed out the mistake that was made by the delivery team.
They pulled the other refrigerator off the truck in doing this they dropped the refrigerator as witnessed by Mrs.Davis's son and repairman. The delivery team apologized and told her son that they had to be at Nithsdale at a certain time and could not be late since that stainless steel refrigerator was for an important customer it was a special order they stated.
Mrs. Davis's son called the manager at the time Mrs. Inga Almond-Hogue and let her know about this she said they would take care of anything that went wrong with the refrigerator the refrigerator had several problems that could not be fixed Sears finally after a great deal complaining agreed to take the refrigerator back and reimburse her money.
By this Mrs. Davis had become ill and was getting ready to go away for treatments in fact she had left the day after the refrigerator was picked up she was told that a check was being mailed from the home office in Hoffman Estates, Illinois. Mrs Davis was away for a while luckily Mrs. Davis made a recovery.
When she settled back home after reviewing records she realized her check never came she contacted Sears , new manager Mr. Ralph Saylor knew nothing about this and contacted his superior regional manager out of Pennsylvania Mr.Manny Blackwell. Mr.Blackwell contacted Mrs. Davis from a conference in California and told Mrs. Davis very rudely, if you think Sears is going to give you money back for a refrigerator think again missy.
This issue got complained to the customer service center then forwarded to The Blue Ribbon Group( higher level customer service) rep Ellis Boris he told Mrs. Davis that there was nothing she could do about this since she was gone away for a while, records may have been misplaced by sears and she would not be getting her money back, it was one of those unfortunate events of life she said. This is not right, I'll get hold of the Ceo .
He later called up and left a message clearly stating Mrs. Davis you should have not come back from your treatment center and none of this would be happening. Lance Frankie a rep from Sears called Mrs. Davis and informed her he would be handling this matter which the only thing he did was call the Blue Ribbon Group and have a Quinton Pearson offer her a $100 gift card which she refused.
Mrs Davis later contacted accidentally Dean Schwartz VP for Sears lawn and garden, not brand central and he said she should contact Shirley Bicknell, she could help resolve her issue once and for all. After several messages she finally contacted Mr Schwartz back he said the reason Mrs Bicknell could not call her was it was noted on Sears record that Mrs. Davis had an attorney, (which is false) she found out that Lance Frankie had wrote this so she could not speak to the powers that be to get this resolved. She attempted today to get hold of Mr. Frankie and spoke to his boss Mr.Cary Mergele who said if she pursued this anymore he would have charges of harassment brought against her.
I want to personally say to Sears, SHAME ON YOU to treat a 72 year old woman with such cruel behavior, have you ever heard respect your elders. Do the the right thing Sears refund this lady her money back and apologize to her for the abuse you have made her endure.
To the readers out there, if you want appliances go to Lowes were they stand behind their merchandise and treat seniors and all their customers with respect .
Thank you SBY.news and Mr.Albero for giving the people a voice and allowing it to be heard. God Bless you Mrs Davis for being a tough cookie don't give up.
DelMarVa's Premier Source for News, Opinion, Analysis, and Human Interest Contact Publisher Joe Albero at alberobutzo@wmconnect.com or 410-430-5349
What a rambling and confusing letter. Am I to understand that the delivery people left the damaged fridge, or took it away? Was she given a new fridge or left with nothing?
ReplyDeleteHer best bet is to contact the AG's office. If she purchased an item that she did not get, they should pursue it.
Why didn't the son or Ms. Davis write this letter to the editor. Very seldom is second/third hand information stated correctly. IMO the son should have continued to do the follow up on this since his Mother was not home when fridge was delivered.
ReplyDeleteIs there really any reason for a Nithsdale customer to be treated as royal as delivery men stated in the letter? Wonder who the "special order, stainless steel, cannot be late" was delivered to.
That was extremely hard to read. That being said, I hope this get resolved soon.
ReplyDeleteLowe's is great.
ReplyDeleteEven though my husband and I are on the 3rd upright freezer in a little over a year, Lowe's replaced both of the ones that went up for no reason with NO problem!
Yes, we were upset that we had 2 freezers go up in 9 months, but the professionalism and understanding at Lowe's was awesome!
Our fingers are crossed that this third one lasts like they should. The ones that went up weren't Lowe's fault but Frigidare's fault but Lowe's was there for us - TWICE!
Thank you Lowe's!
Don't have a clue with regards to the specifics of this issue.
ReplyDeleteIts all foreign made junk.
ReplyDeleteI have always bought my appliances at Lowes. There is a gentlemen by the name of Mike that works there that has always been helpful when we go in. We had a problem once with our microwave that is over our stove and since it couldn't be repaired they replaced it. I have found Lowes is always cheaper than Sears is.
ReplyDeleteShame on Sears for taking someones money and not giving them anything in return. That is nothing more than stealing in my book.
GO TO http://www.consumeraffairs.com/homeowners/frigidaire_range.html AND YOU WON'T LIKELY BUY FRIGIDAIRE PRODUCTS AGAIN...I WON'T. The front right burner on my 36" stove, which was set on medium heat, caused my pot and food to catch fire when the control for that burner became defective and stayed on MAX UNTIL TURNED OFF. Luckily I was at home and major damage was averted.
ReplyDelete11am...not everything is made overseas. Maytag, Whirpool, Viking, Sub-Zero are all manufactured here in the good ol' USA.
ReplyDeleteThankfully, a family member works for a company that supplies whirlpool with materials, in turn, we get 30% off of appliances. Buying American made, and saving a couple bucks works for me.
11:35 Thanks for the info. I will remember that the next time I need an appliance. I just tried to buy a new toaster and not ONE was made in the USA. That is a disgrace.
ReplyDeleteSears used to be the bench mark in consumer appliances, no longer. Their customer no service approach and inferior quality merchandise has left a bad taste in my mouth. I totally agree that Lowe's quality and service far surpasses that of Sears.
ReplyDelete11:35 You sure you dont mean assembled here?
ReplyDelete11:54-I'm positive, a family member works for a company that supplies a couple of those companies(plus dozens of others who's brand name you'd likely know and probably own). The company he works for is the largest manufacturer of metal framing and finishing products. It's actually pretty interesting finding out what IS still made in America. I know, it's tough to find, but there is still a little bit of manufacturing going on in the USA.
ReplyDeleteYou can use any search engine and look up made in the USA products/manufacturers. It won't guarentee quality, but it will be paying workers a real living wage here at home. I've gone out of my way, my entire life, to purchase made in the USA(I grew up when those ads were prevelant on TV and it's always stuck with me).
Lowes is based out of North Carolina, Sears is based out of Chicago....no wonder customer service is terrible at sears and better at Lowes.
ReplyDeleteKeep thinking that unions are good for us.
I didnt understand fully-did they leave her a damaged fridge or no fridge at all?Sears has declined rapidly since the 70's
ReplyDeleteAnother good place for appliances is H&H in Pocomoke,they removed our old range and delivered & installed the new one within 30 minutes,on the date and time promised.Another appliance shopping tip-so called low-end brands like Roper or E State are always a great buy because all of them are built by major name applaince companies,with the same components as the high priced GE and Whirlpool nameplates on the same assmebly lines.They do not have all the extra features as higher priced counterparts,but they are still a bargain.
The other problem is that older citizens trust the Sears name as it truly was the benchmark place to buy appliances and other goods .... but Sears isnt run like it used to be and will take advantage of older people
ReplyDeleteThis was very confusing to read, but if the Son witnessed the delivery guys dropping the fridge, he never should have accepted it. He should have told them "take it back, bring a new one."
ReplyDeleteI notice no dates on this letter and since I work in retail I am sure sears is not entirely to blame. Especially when you go so high up they never refuse to address a customers issue if it is in fact one of merit. I'm sure this is a case of I was supposed to get a refund 5+ years ago and didn't now please sort out my issue oh and by the way I have no receipts. I have bought at sears for years and quite recently as well. I have had nothing but great service from the appliance people there and also from the television dept. On the other hand I did go into lowes to be a wise consumer and I looked around for a solid 15 minutes for an associate and found no one. No, I didn't opt to hit the I need help button because well I shouldn't have to. Just my two cents.
ReplyDeleteIve had several bad Sears experiences....wait, Ive had lots of bad locally ran business experiences. The typical shore trait of not showing up when you say you will was the problem in most cases. They cant deliver or install anything if they dont show up. Ive never had so many businesses say they will be there, and you wait, wait, wait and no one ever shows up. I moved here almost 6 years ago and considering the local economy, you'd think these local ppl would want to make some money and actually SHOW UP.
ReplyDeleteMardela, just because one business is headquartered in Chicago doesnt mean that Unions are to blame. Get a clue!!
This poor ladies experience sounds like the same thing that we just went through with Sears at our house - it took them 3 weeks and me 9 hours on the phone to get our money back. If the manager at our local sears had not returned my money to me we would still be waiting for it because the 1800 number said they sent us the refund check and we've never recieved it in the mail. God bless the woman in this article.
ReplyDelete