Make a Formal Complaint With Sears
If you have a problem with a product, repair or customer service, most retailers prefer you contact them directly instead of posting on a forum or complaining to sales staff. They are rarely in a position to remedy the problem. Sears has several options for contacting the company in an effort to get reimbursed, fix an issue or just report a problem.
Instructions
1. Determine the nature of your complaint. You'll need a one-sentence summary to get directed to the right person. Instead of detailing the entire story, be prepared to calmly and clearly introduce the issue. For example, "On multiple occasions, a repair person has failed to show up for an appointment." You should have a desired outcome in mind such as a confirmed repair appointment or monetary compensation. Operators are more likely to direct you to the right place if you are calm and courteous, and if they understand your needs. If you are simply upset and want to express your frustration, consider sending an e-mail or letter instead of calling. You may be able to make your points more clearly and you'll have a paper trail ensuring that it reached as many people as possible. After speaking with an operator, ask to be directed to Sears Corporate Advocate and Customer Complaint Department, or call them directly at 1-800-795-5030. Or, for service issues, ask for the routing department or dial 1-888-507-9312 for service or 1-800-827-6655 for warranty information.
2. Keep detailed notes. If you're having a problem with a Sears product, make sure you can explain the exact issue and, if possible, provide the date of purchase and the date the problem began. You should also have product information available, for example, "a Kenmore washing machine in the 600 series," not "a washing machine from Sears." This helps make a more solid case for your complaint. The same rule applies for service issues; an employee name, date and time, store location and accurate report of the incident will make it easier for a manager to confront the employee, if need be. Try to avoid relying only on physical descriptions because this can be vague. Sears, like many retailers, has relatively frequent turnover for employees, so calling quickly and with as much detail as possible increases the odds that your problem will be appropriately dealt with.
3. Call or e-mail customer service. If you plan to call, the customer service phone line may send you to a recording after business hours. Once you have your summary and notes, use the Sears website to reach the appropriate department. You will be given numeric options for feedback, concerns and questions on different topics. Use that menu to reach an operator. If you can't access the website, the numbers are:
Sears.com order and product inquiries: 1-800-MY-SEARS (1-800-697-3277)
Reail customer care: 1-800-549-4505
Product installation: 1-800-326-8738
Home services and repairs: 1-800-469-4663
Computer repair: 1-800-877-8701
4. Write a letter. The written letter is the opportunity to spell out exactly what happened and the terms of compensation you expect. If possible, get the name and title of everyone you've spoken with, for example, Jack, unit supervisor. Sears also has four- to six-digit employee ID numbers you can request.
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179
Attn: Advocate & Corporate
Complaint Department RE: Customer Service
5. Talk to a Sears store manager. They are not only more accessible, they likely have the power to offer you compensation or at least an explanation. Store managers are also affected by the local view, so your bad experience could be a public relations nightmare for them.
Tags: customer service, Complaint Department, Complaint With, Complaint With Sears, Formal Complaint
