Trying to replace a defective mattress has turned into a month long process. I am currently on hold (HAVE BEEN FOR ALMOST TWO HOURS!!!!).
Everyone has been pleasant and offered apologies, but NO ONE is willing to help. All I have received is apologies. One of the reps I spoke to even admitted that there is a severe "disconnect" within the departments within Sears when I said they really struggle with their processes. The first woman I spoke with said, "Your wait could be 5 minutes or 45 minutes.
(unacceptable) If at any time you feel as though you have waited too long, please call back to this number." I called back after 50 minutes of horrible hold music and was apologized to and....put on hold again; (so what was the point of calling back? To get put on the bottom of the ist again?)this time for 20 minutes before I called back, at which time I got another apology and put on hold again. If even the people that work there can tell me, "Oh I knew right away when you told me how long you were on hold which department you were on hold for.
The mattress department has been really busy" Are you kidding me?
This is unacceptable customer service at ANY company, especially one as well known as Sears.