Sears Complaint

Sears does not support the military as they pretend to be - Threadmill

Reviewed by leoq
Complaint

Friday, March 06, 2009

Dear Sears ,

I'm in the military and have served our country for 19 yrs and a Veteran from Iraq and the Gulf War. I have seen your programs several times and made me proud to see how Sears contribute to the well being of our service members but I had an experience at a Sears Outlet Store today with the store manager that changed my opinion about Sears. I went to the Sears Outlet# 09897 located in Rector Avenue, San Antonio Texas with the intention of buying a treadmill and I was greeted by a young fellow that offered to help me and was helping me but I saw a couple of treadmills and one was missing parts and at this moment I saw a couple of boxes and asked the employee if I can see the machines in these boxes and he said that he would talk to his manager.

He came back and said that it was not possible and before we finished talking the manager by the name of Paul Acola came to me and said "If you buy it you can open it and see it" I said, do you expect me to buy something without knowing what it is or in what condition and he replied in a rude way "I don’t expect you to do nothing" I replied to him, you are the manager of this store and you have such attitude? I proceeded to ask for his name and he said "Do you want me to spell it? you can contact whomever you want" and I said you know that I will more likely talk to a regional manager and he said "I don’t care" I said I just want to buy a treadmill and he said I don’t want to continue this conversation and I will call the police, we waited for few minutes but the police didn’t show up so my wife and I decided to go to the closer Sears Store and find out if they could help us find contact information for the regional manager and they were real nice about it but were not able to get me the regional manager's number but they gave me the name and phone number for the actual store manager which I found out that Mr. Acola was an MOD and not the store manager as he introduced himself to me.

I can't believe that Sears spend so much money in showing their support for the military and there are employees as the above describe that just tear apart all good deeds that have been done by Sears. The part that really hurt me was that I was in uniform and my wife and I had taken time to go and look at the treadmills in Sears Outlet because I have several medical problems that do not allow me to run as I used to and now I was planning in buying this machine so that I can walk at home but we ended up spending the rest of the afternoon trying to find the way to contact a regional manager to report this incident so that no one else in the military have to go through the same experience.

This is an experience that my wife and I will never forget and I will brief my chain of command on this issue so that they can be aware of this particular person in case anyone else have had any bad experience with this person. I work and leave in a large military base and it may be the possibility that someone else had a similar experience. I just ask you to please take corrective action with this employee so that after all we have done to enjoy freedom we don’t have to leave in a free world that is full of anger and people that leave a bad name for company like Sears that I know deep inside does not endorse Mr. Paul Acola's act.

Thank you for reading this statement and appreciate before hand all you do to remedy this situation.
V/r

Leo Quintero

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Comments - Consumers and Companies Connect by Commenting

SearsOutlet says: (6 months ago)

Mr Quintero - I am truly sorry for your experience in our store. This is not the treatment we expect for any customer, especially those who serve our country. Not only as the Divisional Vice President of the Sears Outlet business unit, but also as a 15 year veteran myself, I am very disappointed that you had a bad experience. Sears does care tremendously for those of us who are serving or have served, and your experience in our Outlet Store is not reflective of how we want to treat customers, regardless of their background. I would like to let you know that Paul no longer works with our organization and I have reached out to our field team to ensure that we are doing the appropriate coaching at that store on customer service. Thank you for taking the time to provide your feedback - we appreciate the feedback and appreciate your service to our country.

Regards,
Jamie Brooks
DVP/GM, Sears Outlet Stores

heyrobin says: (7 months ago)

Regardless of your situation, if the store product is to remain boxed until purchased (though you're free to look at the display), then you either play by the rules or take your business elsewhere.

This doesn't excuse the manager's behaviour, however he could've been intimidated by your uniform. If someone wearing a military uniform, particularly if they were male, started to get angry with me for any reason at my job, I would walk away and maybe call security. Not to be prejudice, a lot of people take precautions around people in uniforms of that nature, whether it's the military, police, or what have you. He could have handled it better, but in all honesty you were part of the problem, by trying to convince him to bend the rules, which is not his call. There could very well be a restocking fee for you had you opened the box and not made a purchase, so I'm not sure why you would want to do that.

Anyway, good on you for your contributions in the military. I just don't see why that should have anything to do with what's in the box and why you as a customer are not allowed to see what's in it.

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DetailsReview Rating: 1 out of 5
Reviewed By: leoq
Company: Sears
Product: Threadmill
Date Added: 9 months ago

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Sears Complaint