Complaint Rating:

Company information:
Sears
Brockville, Ontario
Canada
Phone: 8003616665

I was online searching for Parts for my Craftsman Lawn Mower that I purchased from Sears. After a lengthy search I finally found a parts direct website. I inputted my parts numbers and was told that I had to phone a customer service person in order to obtain these parts. So I did! This is the part where I start to get frustrated. The number I called was an American number and could not help me. This is after spending over 5 minutes on hold waiting for a person to talk to. She then switched me over to the Canadian version of the waiting game. So there I sat and waited...and waited and waited...and waited. FINALLY a person answered. I was ready to light right into her about the poor customer service but she was very nice and I realized that this poor woman is sitting in a call centre doing her best. So I ordered the parts I needed. But I had a question. I needed to know if the Jackshaft housing came with all the parts, or inards as I like to call them. She did not know. I knew she would not know because who hires persons with knowledge to answer phones about their product anymore. How can a company pay their employees minimum wage if their employees were knowledgeable about their product? I cannot believe the poor customer service we are accustomed to and really just accept the fact that we can stay on hold for an infinite amount of time. If a company is going to advertise a website to order parts from they sure as hell better have such a website to order the parts from. And if a company is going to advertise a parts and service phone number they sure as hell should have someone answering that can at least answer a simple question about the parts and service they are selling. We are far too complacent about everything in this CRAP customer service world we live in. Whatever happened to businesses that wanted our business? Whatever happened to friendly and knowledgeable sales people who wanted to make the sale and have a happy customer that will return again and again. Sears Canada used to be a place to purchase all your household needs from clothing to appliances to tools. Sears Canada used to sell these items to the majority of Canadians because of the high quality of the product and the great customer service that followed the sale. Maybe if Sears Canada had continued with this success many Canadians would still want to purchase their items there.