Have I told you about the horrible experience I recently had at Sears?
It was shocking really, I went in to buy makeup from the cosmetics counter when I saw a crabby red-head by the name of Giovanna telling an old lady that Sears doesn't do refunds on deodorants. I kept listening, and could clearly understand the old lady explain that she had bought the deodorant and that it was defected, so she would like to exchange it. Instead Giovanna spoke to her like she was a second class citizen and kept refusing to be of any help. As the old lady walked away dejected, I stepped up and told her that she should take it to customer service and see what they could do for her.
Now Sears is a big company, I thought that customer service was very important to them and that the customer is always right, instead Giovanna flipped out at me and told me that I had no right to interfere. When I told her that I would like to speak to her manager she started getting down right psychotic and told me not only would she not call the manager, but she would also call security on me.
I could not believe how rude Giovanna was, and she really did call security on me and the old lady!!! When the store security guy got there (he looked about 17) he was equally rude and told us that he was the customer service department and there would be no refund and no manager called.
The thing that gets me most, is that my lovely sister (pictured above in an amazing White House/Black Market paisley maxi) was with me, and she was a witness to all of this madness. During this time, she was also spoken to like she was a criminal and called names by Giovanna. By the way, did I mention that the whole time Giovanna was covering her name tag with her hand? I had to ask around for her name... what the hell is the point of making all your staff wear name tags when you don't teach basic customer service skills??? Sheesh!
Needless to say, we will never go back to Sears. I even called Sears Canada minutes later, and spoke to Sarah there, who never followed up with me afterwards. I will now buy my makeup or anything else I may need at the Bay.
All of my sister's marketing classes (she teaches at UTEP) have now heard about the horrible service that we received at Sears, and so too will all of her classes in the future. Way to go Sears, you saved $10 on not refunding a little old lady, and lost many valuable customers in the process.
