First, let me tell you that the actual value, in cash, is moot. It is the disrespectful way in which I was treated for my request and the pettiness of the issue that galls me worst.
26 cents, hereafter just 26, was all it was over. If I was the manager, I'd have given my customer the 26 and been happy to do so. Especially after hearing that my customer was a lifelong devotee of my brand product, namely craftsman tools.
Here's the deal. Did you know you can't get less than a dollar in change from a gift card? They expect you to carry something bigger than the cash it's worth, to redeem later. But, I explained that treating me so pettily would not make me come back, but keep me away forever. No satisfaction.
I'm so ticked off I've chased this down via sears.com TWICE before they responded with a form letter nobody even tried to personalize at all, my complaint was not even responded to or acknowledged in their reply.
I called their # in the response three times before someone else decided to take care of me. She was a sweetheart, and sears ought to learn from her. But she had to refer me to her boss, and the loop de loop continues.
I explained that no policy should be that arbitrary when dealing with the public, especially loyal, long-time customers. I got so mad at all the runaround, after explaining to everyone i spoke to that my box is 95% or more craftsman tools that I actually drug it to the offending store, put it on their counter, and made the manager tell me what brand those tools were before I told him how disgruntled i truly am at their petty theivery, and arbitrary nature of policy.
Some policies are made for good reason, and the original intent may have been to curtail credit card fraud and the like... But 26? Who defrauds someone for a few pennies??? Ooh, wait, that would be sears.
The part that grieves me is that another institution in my life is gone. I loved sears and roebuck. Roebucks gone, and sears has seared my behind severely with their endless cicuitous routing of my complaint, and refusal to admit that they were wrong to treat me so. I don't want the pennies, I want them to give them to every person behind me who asks for the change of less than a dollr on gift cards. Some customer respect, is all.
I've contacted the district manager of sears hardware, and left a message that I would appreciate him getting back to me at his earliest convenience. He is my last hope to save my tool store, and allow me to shop sears again. I refuse to spend my money where I am not appreciated. Should he shock me and be the one person willing to implement the exception for minimal amounts, i will update. Don't hold your breath, though, their current track record stinks. Remember when sears meant quality and decent prices, and customer service? I do, and it kills me to see the money-whores they've become. They sell their reputation and good name for pittances, all in the name of the bottom line.
To try to force a customer to return and make new purchases to save 26 is ridiculous, at best. I would have been back soon enough on my own, dropping another hundred, hundred fifty at a clip, usually. Which would make the bottom line better?
Did I mention that this is like, my fifth complete set of craftsman tools? I always replace stolen, lost tools with craftsman, or I do without until I can afford craftsman. I told ALL of them. Does that seem like a customer you would throw away? The fact that I chased this down so hard ought to tell them what a public relations fiasco their current policy can cause. The fact that I want nothing but for the guy behind me to be treated better should tip them off that people are getting mad at being disregarded by people who want their hard earned money, but who refuse to try to keep satisfied customers.
0 comments