Sears: Exploitatoin of Eldery Customers/Poor Customer Service
Today, I went to Sears to visually see a humidifier for possible purchase after reviewing information online. As I approached the isle where the humidifier was, another customer also came. We began to talk about humidifers. Although we had never met before, we asked for customer assistance together and announced we were 2 separate customers.
The first salesperson began to tell us the humidifier worked by cleaning the air (air purifier not humidifier). He couldn't answer questions and eventually admitted he knew little about humidifiers. He send a second saleperson who did exactly the same thing. Then a third salesperson came and once again, began to give informaton that lacked the basic knowlege of a humidifer. Seriously, I and the other customer who had never met before this encourter again are asking for another sales resprestive. A fourth came and acknowledged he too did not know how a humidifier works nor why we should buy the least or most expensive as they were all the same. This sales representative also was dressed in a fashion where the lower part of his abdomen was totally exposed. (Low pants/high shirt..professional view, he does not have an outie!!!). Neither of these sales representatives knew what white dust is and if any of their humidifers produced or did not produce white dust. The fifth person sent stated he was a manager. By now we are having humorous flash backs of Bob Newhart's sitcom of this is my brother Daryl and my other brother Daryl..we certainly had met 4 Sear's brotherly Daryls without being players in a sitcom. The other customer and I explain to the "manager" our experience. The manager immediately justified the poor service abilities of his 4 employees by stating the hummidifiers are in a department where He agreed to demonstrate the humidifier we were interested potentially purchasing. After the "manager"took the entire humidifier not just the tank to prepare to demonstrate for us, the 2nd sales representative who knew absolutely nothing about the hummifiers was encouraging the purchase of the largest hummifier to an elderly couple who clearly stated they had 50% humidity in their house. Both of we two initial customers were appalled this was occurring. He was trying to sell a product he knew nothing about, without offering any acknowlegdement a home with 50% hummidity would NOT need a humidifier and in fact would risk damage to this elderly couples' home and potentially risk their respiratory health. The other customer and I began to talk with the elderly couple to let them know excessive humidity is not good for a home, asked if they had adult children who could assist them (they said no) and explained humdification to them. As a result of our attempt to assist this elderly couple the "manager" came to us and said Sears did not have to sale us anything, accussed us of telling customers not to buy their products, told us to stop talking to other people about their products, stated we said their employees were incompetent and kicked us out of the store. He never demonstrated the humidifer as promised, and it simply disappeared as we were kicked out of the store. Yes, we were kicked out of the store for assisting an elderly couple by providing accurate information. This uninformed sales person who admitted to not knowing how humidifiers work was pushing the largest/most expensive product on a couple in their late 70's or early 80's who thought 50% hummidity was too low in their home. I clearly knew more about the Humidifier than the 4 brotherly Daryls and the Manager. Neither of the 5 knew their product, could not explain white dust and Sear's humidifiers which do/do not produce white dust. They were clueless about the relationship between respiratory illness and humidifiers which produce white dust. Both myself and the other customer both acknowledged asthma exacerbation as a concern for the hummifier we might puchase and were being appropriately cautious, the man in the eldgerly couple acknowledge respiratory difficulties...Main points...5 employes including a manager comfortably did not know their products but where quick to attempt to sale. An elderly couple were being taken adavantage of without any regards to harming their health or home. Two customers who had never before met, were kicked out of the store together for requesting knowlegable and informed assistance after coming to the store with the intent to buy a mid to upper line of humidifier if adequate features were present. How can Sears justify taking advantage of the eldery and kicking an informed customer out of the store. Perhaps the message is, if you need product information, good customer service, care for health and property, DO NOT consider SEARS unless you are willing to be KICKED OUT...and whatever you do, don't assist an eldery couple being taken advantage of in a Sears store as this will be dissatisfying to the management
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