Update by user Aug 07, 2013
We are rebuilding Sears Holdings' culture with an acute focus on creating "wow" experiences for our Members and
putting Members First. We will embrace feedback at every point where a Member comes in contact with the
company. We know we do many things well. We are going to be proactive in reaching out to those who have great
experiences with us and rewarding them for letting us know and for allowing us to publicize them.
Having said that, we realize that one bad experience has the potential to impact hundreds, if not thousands, of our
Members. If we interact (not just transact) with Members one billion times per year and99% of those interactions are
good ones, that still leaves 10 million interactions thatare disappointing. In almost any business, 99% positive against
1% negative would be an outstanding achievement. But, in today's world of social media, and given our size, 10
million negative interactions translate into 30,000 per day. That's just staggering. This makes us an easy target for
those seeking negative things to publicize.
We want our reputation for providing great service back and we intend to earn it. Our associates are embracing the
idea that we want to know who our Members are, that we want to serve them well and that we want to know how
we're doing every day. This means that we will use technology and training to encourage and embrace feedback to
improve and make it much more transparent to everyone, thereby increasing accountability at the store and associate
level. We know we won't get everything right, but we expect to fix things when we do things wrong and get more
things right day after day. Increasing transparency, both internally and externally, through digital tools can be very
powerful. This letter includes suggestions from associates at all levels, which I solicited through our internal enterprise
I am sure you recognize this as an excerpt from your Shareholders Letter dated 2/28/2013. These words
fall far short of any actions that I have recently experienced. It has been so bad that I have exhausted all
know you have better things to do. The following is my .
I have been a loyal Sears customer (member) with multiple Kenmore/Craftsmen items in my household.
July 6th 2013: Visited the Moorestown, NJ store and ordered a refrigerator, slide in electric range,
microwave and dishwasher. This amounted to almost $6000.00 worth of appliances. I took out an
extended warranty for the refrigerator as that was the one item most likely to have issues. I also paid
for installation of the range, microwave and dishwasher. Set up a delivery for Monday July 22nd . I
would be taking a day off from work to get this done.
July 19th compactor would not be in on time and the delivery
would need to be rescheduled. I did not order a compactor.
July 19th : Called salesperson at store and told him about the message. He could not understand why I
would have received it and confirmed that everything was in and due to be delivered on Monday.
Monday. I received no message or call about the range, microwave or dishwasher.
July 22nd : At around 12:15 (outside my 2 hour delivery window) my refrigerator was delivered. It
turned out to be too large. The delivery man said it was no big deal, the cabinets could be shaved down
(happens all the time). I also pointed out that the doors to the refrigerator were not aligned. He told
July 22nd no range. They installed
the microwave, and while that was being done we were trying to find out why the range was not on the
truck. There were no answers, only someone trying to get me to reschedule a delivery of the range. I
evening (after 6). I was told yes. The woman then went on to confirm an appointment for Wednesday,
July 24th between 1 and 3 pm. I told her that we just finished talking about this and that I needed it to
were almost half of what I paid for the dishwasher. I told them schedule it and leave the dishwasher.
They then left.
July 23rd : Had the dishwasher installed myself. It took about 45 minutes and cost me only $100.00
department and notified them that I would not need a plumber and to just install the range.
July 23rd : Received a call in the evening confirming the delivery of the range on Wednesday. The
women said the window was between 12 and 3pm. I again told her that the arrangements were that it
July 24th : Received a call at 3:00 pm from the installer. He was 10 minutes out from my house. I told
him he was supposed to be there between 6 and 8 pm. He said I was the last delivery of the day for
installation department and spoke to a Johnathan Sone. I explained the situation to him. Everyone is so
with his attitude and explained that I could not *** from work again. I have been inconvenienced
supervisor and he told me he was the one in charge. Basically it was his way or no way. He was
July 24th : Went to the store in the evening to pick out a new refrigerator. I settled on one. My
salesperson was kind enough to make sure I got the sale price for the refrigerator I picked out from the
sale that was going on when all the other appliances were purchased. I told the salesperson that I did
not want FSA in my house anymore. I asked him to have the range delivered along with the refrigerator
exchange done on Saturday. I would install the range. He said no problem.
July 25th : (not too sure of this date) I received a call from the credit department about the exchange.
She informed me that they were able to make most of the adjustments and that I would only have to
pay an additional $23.00 and some change. I asked her why I would have to pay anything on a
refrigerator that was $500.00 less than the one I was returning. She said that was the price of the
refrigerator. I told her my salesperson gave me a price of $1776.00 and she said that was not possible. I
asked her to call my salesperson while I stayed on the phone. After a few (10 min) she came back and
told me that she spoke to my salesperson and that was not what he said. She told me that he said it
schedule I told her to keep the delivery on the books. I then called my salesperson and asked him what
July 26th: Tried to speak with a store manager at Moorestown. I had to explain my situation to multiple
persons. One that stands out in my mind was a gentlemen (at the store) who told me that Sears could
not be responsible for what happens to the appliances once they leave the warehouse (referring to FSA).
I could not believe what I was hearing. Sears needs to feel warm and fuzzy with anyone associated with
getting a product (especially one that has a Kenmore Elite name on it). Whoever they contract out to is
representing them! FSA fails miserably here. I was not able to get to a store manager, but was told
July 26th compactor delivery has been delayed
and that it would be delivered on Saturday. ???? I called the delivery department and told them about
this message. They confirmed that there was a delivery scheduled for Saturday but she kept telling me
refrigerator pickup but could not confirm the exchange. I told her I was concerned and she said when
they call tonight with the window they will confirm everything. That evening I received an
question or confirm anything.
I told them yes, but I want them out. She tells me that I will have to call the installer. I stopped her and
Sears would need to arrange getting the appliances out of my house and I wanted it done immediately. I
told her I would not be paying for anything either.
aggravation this has put me through. The strain it has caused between me and my wife.
I have but one question for you Mr. Lampert.
What the *** has happened to Sears???
As of now I am still waiting to hear about getting the appliances out of my house. For some
By the way, today is July 29th...I just received a phone call from Sears. They want to reschedule
the delivery of my Gas Range. Are you kidding me???
20 Acorn Hill Drive
Voorhees, NJ 08043
Original review posted by user Aug 07, 2013
Attached is an open letter to Edward S. Lampert CEO of Sears Holdings. Somehow, someway...I hope this letter reaches his desk. The letter is four (4) pages long and it doesn't even cover everything that I have experienced with this situation. I am embarrassed that I am a consumer (member) of Sears...but I would be LIVID if I was a shareholder. Over 2000 complaints can't be all wrong...is anyone listening???
It appears I cannot upload this PDF file. If you are interested please send me your email address and I will forward a copy.
Monetary Loss: $6000.