Thursday, November 12, 2009

Quality, value, service, trust - Part 4

...and the hits just keep coming.

I found this comment on the blog today and I thought I would share it with all of you (it's posted in the comment section of Part 1)...

Dear Rhonda,

It is disappointing to read about the service that you have received from Sears. It is our goal at Sears to not only meet but exceed our customer’s expectations and at this point we have not done this for you. My name is David and I work for the Sears Cares executive team and we would appreciate the opportunity to right this situation. At your convenience please contact my office via email at searscares@searshc.com so we can assist you in resolving this issue. Please provide a contact and the phone number the mattress was purchased under (if different than the contact) and we will call you at your convenience. We look forward to hearing back from you soon.

Thank you,

David V.
Senior Case Manager
Sears Cares


Off to send an email! Wish me luck, everyone...

I'll let you all know what happens, after the phone call. ;)

8 comments:

Special K said...

Didn't this happen with a pizza place or something? Where they saw you talking about them on the blog and contacted you? Do these places have an employee whose job it is to just google their company name and see where it pops up on the web? This is crazy! LOL!

Snowflowers Mum said...

Well, if scouring the internet in search of unhappy customers is how Sears can get this resolved then woohoo! I know I made some comments on our blog about our NZ made stroller (Mountain Buggy) which I LOVE BTW! and their reps called me and helped me get some parts I needed. They have a special tag word search thing that hits on certain words. Sears must do the same thing.

Kayce said...

kay this is awesome! I'm loving the posts and can not wait for the next installment on how this cool dude is taking care of it! You go girl!

a Tonggu Momma said...

They totally must have Google Alerts set up for this type of thing. Some poor schmuck is reading emails sent to him that link to blog posts criticizing the company.

Michelle said...

I am totally going to start complaining on my blog about stores that piss me off. Good luck!

MotherMotherOcean said...

Dear David-

Why no last name? Are you hiding something? I had an issue. You folks caused it. I now need compensation and back massage paid for by Sears. Bring it on.

Love,
Me

dreamer said...

This does happen as companies are getting more and more savvy about online free advertising, especially bad press.

Even more interesting is that Blogger, when they find names of companies or images of companies will most of the time remove the post. Happened to me with the f-ing van line that destroyed over $4,000 on the last move... some of it can't be replaced.

Hope this goes well

Janet said...

WOO HOO! Glad to hear that they will do something!