Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179
Attn: Advocate & Corporate
Complaint Dept.
Dear Sir/Madam:
I am writing this letter today to inform you of a recent disappointing experience I had with Sears trying to buy new kitchen counter-top and back-splash. Disappointing is putting it lightly. It was very upsetting to say the least.
After having a sales person (Janice Paladino) come to our house and take up over two hours of our time, we came to an agreement on style of the counter-top and back-splash. The sales person then measured and gave us a price. We agreed to the price and signed a contract. Needless to say we were very excited and looking forward to our latest home improvement. We were told the work would be completed in 2 to 3 weeks.
Well, after 3 weeks and no contact from Sears, I started to make some calls and was at first told not to worry, they were waiting for things to be finalized. Another 2 weeks went by and now my phone calls and e-mails are not being returned. To make matters worse, I received a bill from Sears Credit to begin making payments. So I decided to call Quality Control and explain what was happening.
Finally Jeff Hazelton, District Sales Manager, called and explained the price quoted was lower than what it should have been and Sears was going to CANCEL! I couldn’t believe what I was hearing. After waiting over a month this is what they tell me!
In the meantime, I was going to put in a new range hood and was told by Jerry DeSantis, District Project Manager, to put the hood in first so the back-splash would go right up to the new work. Now I have too inches of bare wall because the range hood (also purchased at Sears) was a different size and shape than the old one.
I and my family have been loyal Sears customers for over 30 years, buying various appliances and other merchandise. I likely will take my business somewhere else and definitely will not recommend Sears to anyone.
Sears Corporate Office
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I was very surprised and very disappointed in the unprofessional way this job was handled. Being such a loyal customer, I feel Sears should have stuck to their price and their word and do the job in good faith.
Between the unanswered e-mails and unreturned phone calls I am still in disbelief a company like Sears wold do business in this manner.
Sincerely
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