To Diamondgurl320,
My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry that you’re having this experience with our repair services. I must apologize that we have been unable to acquire the part(s) to fix your (sewing?) machine. My biggest concern is that you had to go through so much anguish just to get an answer. When there are no parts available, we aren’t able to fix the item, but you most definitely should have been notified of this without all the hassle. This is unacceptable by any Sears standard. We are still the Sears you know and we would like to talk with you about this situation. Since you’ve posted your information here I am going to assign this to one of our Case Managers who will contact you so you don’t have to continue to be frustrated by this. You can also contact my office via email at searscares@searshc.com. In the email, please provide your contact phone number and the phone number the machine was purchased/serviced under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Diamondgurl320) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
P.S. You may want to contact this site’s administrator and have them remove this post, or at the very least modify it to remove your personal information. It is not safe to post your information publicly.
To Diamondgurl320,
Thank you for giving us the opportunity to assist with your concern, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please do not hesitate to reach out to the SearsCares team at searscares@searshc.com.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To chris yoo,
I am so sorry that this happened in one of our automotive centers and for the trouble you faced when trying to make a formal complaint. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like the opportunity turn this around and make sure that you are treated fairly. We do value you as a Sears customer and we can get you the help that you deserve. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (chris yoo) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Good morning Angelah1012,
My name is Mike and I am a member of the Sears Social Media Support team. I saw your post this morning and wanted to touch base with you. I am very sorry to see that you are having such trouble having your refrigerator serviced. I understand how important it is to have your refrigerator functioning properly as it stores your food, your drinks, and your medicines. If you would allow me the opportunity, I would like to connect you with a dedicated case manager to monitor the repair process and ensure that your refrigerator is running as it should.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Angelah1012) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Mike D.
Social Media Moderator
Sears Social Media Support
To caromell,
I'm reaching out to you to offer assistance and extend an apology. I'm terribly sorry for your disappointing and frustrating experience. My name is Dianne and I am part of the Social Media Support Team. We would like the opportunity to investigate this matter. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (caromell) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Support Team
To colin2,
I understand your frustration and even tho it seems like policy was followed in your situation, I'm not confident that you received the best customer service/assistance that we should have provided. For that I do apologize and want to help. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the element was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (colin2) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Dear Upset From Toronto:
My name is Susan with the Sears Cares Team and I am sorry to hear about the issues that occured with the delivery of your table set. We would like to assist you in resolving this matter. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the items was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Upset From Toronto) for reference to your issue and we do look forward to talking to you soon.
Thanks,
Susan R.
Social Media Moderator
Sears Social Media Support
To ddenvy,
My name is Shayne with Sears Escalations and I am very sorry that you have had such a bad experience with the return of your Armoire at your local store. We should have at least honored the instore credit that was originally offered to you. We would like the chance to look into this for you and see what we can do to help. At your convenience, please contact our office via email at searscares@searshc.com . In your email provide a good contact number and your screen name (ddenvy) so we can reference your case. We do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Dear Cwilson.punisher,
My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry to learn of the multiple setbacks your family has encountered with your refrigerator delivery. We totally agree when mistakes happen, it is our chance to step up, and make it right for you, the customer. We would like to speak with you more about this situation, and ensure that the remainder of your experience goes as smoothly as possible. Please send the following information – contact #, screen name (Cwilson.punisher), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!
Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Dear Fisherrp,
Hello, my name is Trent and I'm with the Sears Cares Team. I am sorry to hear of the troubles you and your parents have encountered with the repairs to your furnace. We can certainly understand the need to resolve your concern as soon as possible, especially since you have your elderly parents to consider. We would like the opportunity to discuss this matter with you and be your one point of contact within Sears to ensure that we resolve your concerns in a satisfactory manner. Please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Fisherrp), to smadvisor@searshc.com.
Thank you,
Trent A.
Social Media Moderator
Sears Social Media Support
Dear Aletax,
I am indeed sorry for all the trouble you have encountered with the delivery of your mothers refrigerator as well as the communication failure. My name is Misty and I am with the Sears Cares team and we would like to speak with you to help make this right on your behalf. At your convenience, please send the following information – contact # for your mother, screen name (Aletak), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon!
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
Claudia Engstrom,
We’re sorry to hear about the troubles you're having with your washing machine. My name is David with our Sears Social Media Support team. If you would like, we would be happy to have a case manager contact you directly to discuss this situation and assist you in addressing any other concerns you may have. If you would like to discuss this further, please send the following information to smadvisor@searshc.com – contact number and phone number used at time of purchase. Also please provide this screen name (Claudia Engstrom) for reference to this issue. Again, we’re sorry for any trouble this has caused and we hope to talk to you soon.
David W.
Social Media Moderator
Sears Social Media Support
dougnsalem,
Please accept our apologies for the level of customer service you have received from one of our Auto Centers. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. I can see how frustrating to purchase new tires and one of the tires needed to be replaced. We would like to contact you and further discuss your recent experience. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the tires were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (dougnsalem) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Dear Mr. Ferguson:
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you. We are also sorry for the delay in finding and responding to this post.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to be of assistance to you. Since you have already provided your email address, I will forward your information over to the A&E Cares group to have them contact you directly.
Thank you,
Susan R.
A&E Solutions Team
A&E Cares
Cwmartin,
We’re sorry that our Home Services did not meet your expectations. My name is David with our Sears Social Media Support team. We would be happy to connect you with a case manager to discuss this situation with you and help address any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (Cwmartin) you used to post on this site, for reference to your issue. We look forward to talking to you soon.
David W.
Social Media Moderator
Sears Social Media Support
Dear RMC8,
I am sorry to hear about the unsatisfactory service you have received from Sears repair. I can assure you the service you have received is not acceptable at Sears and we would appreciate the opportunity to further discuss this with you. My name is David and I work for the Sears Cares executive team and we are here for assistance. Please contact my office via email at searscares@searshc.com so we can assist you in resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition please include your screen name (RMC8) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
Dear blulincs,
We're truly very sorry that you’ve had these problems with your A/C unit. We know that being without a working a/c unit in the home is big inconvenience. We would like to speak with you about this experience and provide the proper feed back to our business partners in the service center, As the seller of these appliances on the behalf of the manufacturer we provide the service for any appliance we sell. We also hope that the item will not fail, because they have our name attached to them, but anything that is manufactured has the possibility of failure, be it a A/C unit or anything else. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact our office via email at SMAdvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the A/C unit was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (blulincs) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
