And The Winner Is….

It is official. I am nominating the Sears/K-mart conglomerate for worst customer service ever.  I know it was a close toss-up between them and Verizon.   The Popeye’s Chicken on Vann Drive received an honorable mention.

Envision this….

I ordered four decorative throw pillows for my couch about three weeks ago. I can’t go into the gory details, but I really NEEDED those pillows by tomorrow. I realized about mid last week that they were still not here.   So, I started doing some investigative work and found out that they cancelled my order, AND didn’t notify me, AND charged my account anyway.

It took approximately an hour and several frustrating conversations with people named Jerry and Bill who inexplicably had Pakistani accents to even convey to them what the problem was.   Finally, Jerry condescended to allow me to purchase a similar pillow. He also considered it fair to require me to pay the thirty-five dollars in highway robbery that they call expedited shipping.

This led to me speaking to Jerry’s manager, Glenn. After a rather frustrating fifteen minutes during which Glenn forgot how to use her phone (I am not joking), Glenn finally agreed to waive the shipping charge retroactively. This wasted hour of my life and frustrating experience exemplifies the competence of the entire Sears/K-mart corporate. I can certainly understand why Martha Stewart hitched her wagon to this star.

Fast forward to this very afternoon if you will. Remember, for reasons that will not be explained, I NEED these four pillows by tomorrow.   They sent me ONE pillow.   ONE.   It was this encounter that pushed our winners past such fiercely incompetent competitors as Best Buy’s Geek Squad, and the Airlines. Thanks Sears/Kmart! Keep up your commitment to the fine customer service that we have come to know and love and you will start circling that drain at an even swifter speed.

4 comments

  1. I hate out sourcing,I hate having a conversation with someone who does not speak the same language as me and who is pretending the can! I hate bad customer service and I am always amazed at the incompedence most firm display. I worked up close and and personal with the public for years and I always did my best and never lost my patience or forgot how to us my phone. I am so sorry for your problems .

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