Caine Espinoza

Review of Sears Holding Company

If I could give Sears a rating under 0 stars, that...

If I could give Sears a rating under 0 stars, that would be more than what they deserve. I could write an epic tale on the worst service I have ever received in my life! I sure do hope that someone of Sears significance sees this and uses this to better their customer service.

I tried to purchase a vacuum online using part of a gift card we received for Christmas and using a credit card on the balance due, sounds easy right? When it comes to Sears, you are wrong. I had to begin writing down what was happening to keep track of what occurred in the 3 hours I searched for help.

When I was at the shopping cart I was able to apply the amount to the gift card but was unable to use a credit card to pay the balance due. I tried 3 different cards which all 3 did not work. I backed out of the page to go to the customer service screen to chat with someone online. After a 10 minute conversation she proceeded to tell me that I had no money on the card. I said that is a problem and someone needs to contact me. I then tried to type "Do you have a contact number to get this resolved?" and it then stated in the chat that I was no longer in chat. I tried to email the chat to me but it did not work so I had to screen shot it to be able to have records of what was going on.

I called the online phone number to receive assistance but they then transferred me to a different place that was an automated machine that hung up on me. I then called back and they provided a number that was automated (after asking not to be given an automated number) which did not provide me any resolution and then hung up on me again.

After the above I called the store which then gave me the number to go back to the other people that I just called and received no help from. They then gave me a number to call and assured me that I would speak to a person. I called the number provided and then told them I wanted to speak with a manager. I spoke with the manager and told them my issue and he placed me on hold for 15 minutes and I then received a busy signal. I called the store back and asked to speak to a manager who then put me on hold and 5 minutes later the phone hung up. I then called the store back again and asked to speak to a manager and she provided me a number (after telling me she couldn't help me) to speak to a person to get the issue resolved (while searching for the phone number I heard her say over the phone that she hung up on somebody).

I call this new number to receive assistance and the person "Nate" (Employee ID 533638) advised that he cannot help me and provides me with another number.

I have now called this new number after 3.5 hours and she (Gale) advises she cannot help us and send us back to the same department or service center and they now have us on hold after telling us that they could not help us. As you can imagine I am furious and it is taking every ounce of my being to be as polite as possible. I am now going continue typing this problem until I reach some sort of resolution (I also cannot remember everything that has happened so typing this down is the only way I can keep track of what has happened and tell customer service what is going on. We started speaking with someone and gave them our phone number (in case we got disconnected) so that they could contact us back. After being on hold for 15 minutes while the representative tried to assist us, she came back on the phone, claimed that she could not hear us, and then hung up the phone. We have yet to receive a phone call and it has now been 20 minutes since they have hung up.