Went to Sears Auto Center today, was told I was being ignorant by the customer service representative over not knowing state laws concerning my automobile. Needless to say they didn’t get my business. But they did get a complaint letter…..Read it below 🙂

Sunday, March 13, 2005
Sears Merchandise Group
National Customer Relations Manager
3333 Beverly Road
731-CR
Hoffman Estates, IL 60179
To Whom It May Concern:
RE: Recent Experience at Sears Auto Center, Brookfield, WI
On March 13, 2005 I accompanied my boyfriend into the Sears Auto Center at the Brookfield Square Mall location in Brookfield, WI to inquire about getting our front passenger tire repaired. Unfortunately, your service representative, Roy, was so rude to us that we ended up going right next door to the Firestone dealer to purchase our tires.
When asking to have our tire replaced he went to our car and told us he will not repair it because the tire tread was gone, and then proceeded to point to some bulletin board that explained the whole “Penny Tread” thing, but he himself didn’t explain what was being said on the board he was pointing at.
We also inquired about Sears just repairing the tire till our special ordered tire was in, again he said it was against the state law to repair the tire, yet when we called the Auto Center later that evening they said they would repair the tire if we ordered a new one. Next we asked about getting a new tire, I understand you SHOULD buy a tires in pairs, but at the present time only we can only afford one tire, but Roy then proceeded to tell us that “Sears only sells tires in fours.” Yet once again when we called later to complain to the manager we were told we could buy the tires separately.
I guess what really ticked me off is when I was told I was being ignorant about the laws, when Roy tried to pull out some binder with said laws in them. I’ve worked in the Retail environment for five (5) years and one thing I’ve learned is that the customer is always right, even when he is wrong. There was NO EXCUSE for his behavior; you just don’t insult your customers even if they were wrong. As a result of Roy’s selling tactics, and behavior to me Sears lost my automotive business to its competitor literally right next door, Firestone, where we immediately purchased two new tires.
On aside note, in talking with the Firestone representative they said they have had many complaints of Sears’s Customer Service Representatives attitudes from other customers, which they said has been very good for their sales. Perhaps you should send one of your managers over to Firestone to hear what they have heard about your employees.
I look forward to your reply and to see what action, if any, Sears is going to take on this complaint. If you have any questions please feel free to contact me at address or phone number listed above.
Sincerely,
Daniel Mueller