Daphanne Peters

Review of Sears Holding Company

Absolutely appalling customer service.

Absolutely appalling customer service.

We purchased mattresses at a physical store location, and they arrived on the day they said they would (even if they were two hours later than the original time frame, that's not actually what this complaint is about).

I have a service aid animal for seizures and diabetes. This was made very clear to the two delivery men who came to the house with the mattresses, and all they would have had to do was give us 60 seconds to corral my aid animal (I'm stressing this because of the training involved with these animals). Instead, they rushed inside and, of course, my pet got out. The delivery men dropped the mattresses off, looked at my mother like she had lost every brain God ever gave her when she asked about the pet, and bolted as soon as they could.

It took us a couple of hours to find him, but we did find him across the street in the neighbor's yard (thank Heaven). I thought it would be a simple matter of calling customer service to file a complaint that my pet was let out and it was a bit of ordeal to find him, but after being transferred over a dozen times and hung up on at least four times with customer service, I have decided that we will not be dealing with Sears ever again. Their people need to be trained on simple courtesy, and their customer service needs to get their acts together. Every time I was transferred or hung up on the response was something like "This is absolutely unacceptable and we will be notating this complaint, let me transfer you to the correct department..." The correct department appears to be nonexistent since that would be when I was either hung up on or transferred to the wrong department. Absolutely appalling customer service.