Sears

Came into the store approximately 12:00 noon on 02/13/2011. The purpose, I needed an alignment for my vehicle. Two and half hours later, I was finally given an estimate along with other recommendations that my vehicle required (so he said). From what the CSR (tall african american male) indicated is that I needed new brake pads and rotors as mine were no longer repairable. I authorized the work to be done considering he said it would take approximately 45 minuntes (it's now 2:30 pm) I took the libery of walking around the mall for an hour and a half (now 4:00 pm) my vehicle was still in the same position with no one working on it. I inquired...the technician said he would find out as to why the parts are taking so long to be delivered. The CSR came back outside and apologized and said the parts department were slow so the manager left with the Sears van to pick up the parts (complete LIE, I will get to that in a minute). So, I left the store around 5:10 pm thinking it would be done around 6:30 pm. I called around 6:45 pm and spoke to a CSR (short extremely over weight african american guys) who said it would be ready in 30 minutes. I arrive at the store about 7:25 pm and the same CSR I spoke to prior to arriving said "The delivery guy brought the wrong part for your vehicle. (THE MANAGER NEVER LEFT TO PICK PARTS AS INFORMED EARLIER) 20 minutes later, the same CSR approached me and said his manager was on the phone with him and the parts will not be delivered tonight. Now, I have been in situations where the services have been unacceptable or mildly unsatifacatory...but this store, employees and services has got to be THE WORST I HAVE EVER EXPERIENCED. During the five hours I was there, I witnessed 50% of their customer walk out. Also, each employee walks around completely PISSED off because they have to help a customer (DUH, this is how you people get paid) In any event, I do not blame the lack of experience or the unsatisfied service they provide and continue to provide. FIRST AND FOREMOST, I BLAME THE IMMEDIATE MANAGER OF THE AUTOMOTIVE DEPARTMENT FOR THE LACK OF EXPERIENCE HE OR SHE HAS IN TRAINING AND OR HIRING THESE PEOPLE. SECONDLY, I BLAME THE DIVISION MANAGERS OR VICE PRESIDENTS WHO HIRED THE AUTOMOTIVE MANAGER. YOU WOULD THINK THAT IN TODAYS DOWN FALL IN THE ECONOMY, SEARS HOLDING WOULD ENSURE THAT ALL THEIR PEOPLE ARE TRAINED TO PROVIDE THE BEST CUSTOMER SERVICE TO ENSURE THE BUSINESS CONTINUES TO BRING IN REVENUE. OVER THE PAST YEAR, THE SERVICES HAVE DECLINED SIGNIFICANTLY AND EVEN AS A LONG TIME CUSTOMER...I WILL NEVER, EVER, EVER GO BACK TO SEARS FOR ANY REASON AT ALL...AND THAT MEANS ANY SEARS! I WILL ALSO SHARE THE HORRIBLE EXPERIENCE I HAD TODAY. I WANT TO ENSURE THAT EVERYONE KNOW WHAT TYPE OF SERVICES THEY WILL GET.