Sears

October 11, 2209

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate and Corporate
Complaint Department Re: Customer Service about Sears Order number [protected]

To Whom It May Concern,

I would like to file a complaint against the Store Manager Sheik Yousuf of Sears Department Store in Topanga.

Sheik Yousuf - Store manager
Topanga Plaza Stores
21851 Victory BLVD
Canoga Park, CA 91303

I purchased an A300 Sony Camera online last September 8, 2009 with order number [protected]. I picked it up at North Hollywood Store the following day. The guy from the receiving/delivery section opens the box to show me that all accessories are complete before handing me the merchandise.

When I went home to show it to my daughter, she noticed it was a wrong model (A200). It was an error on my part that I clicked the wrong model when I add it to the cart. Both said camera has identical physical features except for other functionality. I called the online help and told them what happened and advised me to return it to the nearest Sears Department Store for an upgrade. And I took her word for that.

September 12, 2009 it was Saturday, I took the merchandise to Topanga Plaza Stores, 21851 Victory BLVD Canoga Park, CA 91303. I was talking to one of the sales person and agreed to upgrade my merchandise with no restocking
Fee if they have the stock. Everything is smooth, when a certain Sheik Yousuf showed up and told me that it was a Opened box and been used already and he will charge me 15% restocking fee. His approach was towards me is
strong and cocky. I told him, that someone is already helping me but instead of being polite, he went to the guy who is helping me and instructed him to charge me 15% restocking fee. I talked to Sheik Yousuf and try to reason with him but he insisted that he will charge me and walked away. I demanded the store manager, and nobody wants to
point me to the store manager. He came back and gave ma a parting words that he is the Store manager on site and nobody will help me on this case and he walked away. I talked to the guy who supposed to help me and claimed he cannot do anything for he is the manager and he is afraid to lose his job. I went to the second floor, to look for another manager but nobody is helping me except for one sales lady that I will not mention her name in this complaint, handed me the phone and asked me to call [protected]. She even feels so sorry for me, because at that time, I’m almost fainting due to my hypertension. The store manager really stressed me to the point I sat down on the floor because I was shaking terribly. I needed help and nobody comes to help me with my complaint. This polite young lady tried to page the other manager but did show up. This is a display of poor customer service by Sears Personnel. Things will not gotten t this far if Sheik Yousuf know how to behave like a Store Manager and knows how reason out accordingly. What had happened to the customary “ Customer is Aways Right”. He is so abusive with his power that might bring your sales down.

I used the Sears Phone and called the [protected] and spoke to Sheryl, she is nice and trying to help me, I explained to her what had happened that day and how arrogant the Store Manager is. She asked me that she will call the Store manager to waive the 15% restocking fee and she will send me a free Gift Certificate of $40.00 for all those hassles. I told her, I just want to return this merchandise and upgrade it. She put me on hold after more than 10 minutes and the line has been cut. I tried to redial again, but this time its busy. I never received any calls from her again. She had my information and my phone number, I even told her, I'm using their corporate phone at the 2nd level. After an hour not hearing from anyone of them, I decided to drive North Hollywood to return and upgrade my Camera. I told them what happened and showed them my receipt. The guy who helped me is really very courteous and polite. His name is Jawed. He feels so sorry to learned how I was maltreated in Sears Topanga Store and advised me the same thing to call the Sears Corporate Office. I can sense his sincerity and love for his work.. He helped me and did not charge me with the 15% restocking fee. The following day, I stayed home recuperating from my stress due to the experienced I had with Sheik Yousuf. He is one cocky Store manager and greedy for power. My complaints was not heard by anyone from Sears nor acted on it. My stress lasted for almost 1 week and never heard from Sears’s representative.

After a weeks past, someone calls me and asking for survey about my camera. I told them, you should be calling me
on the complaint I filed when I call the [protected]. He asked me again what happened and the same story was told to him and I demanded an apology from Sheik Yousuf and Sheryl who never return call for my grievance nor file it to your corporate office. Or did corporate office just ignored it? This gentleman that I talked with, said that he will let his Supervisor knows what happened and continues to ask me about the camera. What a shame? He is just concern about the camera.

To date I never, received any apology from Sears Corporate, Sheik Yousuf and Shery. My family is a loyal customer of Sears from many years, and we spent every week shopping at Sears with my kids and become part of Sears’s family. Most of the people who worked there are nice and friendly . Most of my kids knows their faces. Now, I’m so scared to bring my family back at Sears that it might happened again and I might feel so humihiliated by f the bad service I got from Sheik Yousuf. I’m not the only one who feels that, I think most of the customers he treated that way too.
It could be that your training for Store manager is not working or it the trainer doesn't know how to train people. You should consider re training your personnel for a more friendlier approach. Start with your HR so they will stop hiring ncompetent personnel. And what kiind of action does Sears Corporate do to this kind of arrogance?

Unfortunately, you have lost a loyal customer and I will tell my family members and friends about this unfortunate customer service nightmare.

Respectfully yours,

Francis Cuevas
8526 International Ave
Canoga Park, 91304