Sears Automotive Center, a study in incompetence!
Written: Sep 20 '11 (Updated Sep 20 '11)
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I ordered and paid for a set of four tires at sears.com to be delivered and mounted at the Annapolis, Maryland Sears Automotive Center. The tires arrived, they called, I took my pick-up in for tire mounting and for an oil/filter change.
The truck went in the next morning. The sales person had trouble pulling up my online record. I didn't understand all the problem, but it took a good 20 minutes for him to get the paperwork in a pouch, along with my keys, for the service people.
That evening I returned, heartened to see my truck parked in front with four new tires mounted. That turned to horror when I saw the line of customers waiting to pick up their vehicles. I started the stopwatch on my phone. 52 minutes later I had finally worked my up to the only sales person on the floor.
He could not pull up my paperwork in the computer. Another 15 minutes went by. The line of customers now behind me grew longer as the lone agent fiddled with his computer trying to get my paperwork. He could see that I had prepaid for the tires, mounting, balancing and that all I needed was my reciept and to pay for the oil change I had arranged for that morning.
One of the customers in line was so frustrated with the long wait he went over to the main Sears store to get the general manager, who arrived and seemed totally befuddled about what to do. He then disappeared.
To condense this story, I finally demanded that they give me my truck with the new tires on it that I had already paid for, and that they try to work out their computer problems later. I asked to pay for the oil change. They then discovered that they hadn't performed the oil change. Fine, I just wanted my keys and to be able to leave. Others in line were with voicing their opinions in my favor. Maybe they just wanted to get rid of me so they could retrieve their cars as I wanted to do.
Finally the auto center manager came out and said he would give me a free oil change on the spot. He began looking for the proper filter. Although the computer said they had 20 in stock, it one could not be located.
I finally refused their oil change offer, demanded my keys, and after calls to their computer people was given a receipt and left.
Sears is obviously not ready for the internet age. The Sears.com tire order was screwed up from the beginning. The staff at the auto center in Annapolis was obviously not trained to use the computer system. They were incapable of performing the simple task of an oil change. They are incapable of staffing the center with more than one employee. And they shouldn't be in business. They certainly won't have any more of mine. Now I'm off to Jiffy Lube where they know how to do a simple oil change.
PS. The new tires haven't fallen off yet, though I don't have much confidence that they were mounted correctly.
Recommended:
No
What product did you purchase or try to purchase? tires, oil change
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