On July 17th, I tweeted
"I am never buying anything from Sears again. Their customer service is terrible and will file a small claims file against them."
They had charged my Sears card $510 interest for a freezer that I had paid off in advance of the one year mark. But I had charged two washers and a dryer on my Sears card. Sears charged me the interest because they applied part of my $2000 for the freezer to the washers and dryers, which I paid off the next month. Any way, long story short... they contacted me through twitter after that tweet and during the last three weeks, we had several email exchanges.
Side note: I love my freezer...
Meanwhile, I had sworn off Sears and told all my friends to avoid Sears. And to make matters worse, I needed a new vacuum and could not find one under $800 that I liked except at Sears.
Well ladies, yesterday, Sears credit called me to tell me they were wrong, they credited the interest and all the late fees. Yeah!!!!! Sears is now back in the fold.
Twitter has been criticized as being silly and frivolous. But Twitter is an important customer service tool for both the companies and the customers. I know many companies who are tuned to any positive or more importantly negative feedback from their customers. It allows the customer to talk to the public and the company.
I am so happy with Sears that I am going to buy a vacuum today from them. I will also tweet how happy I am So, thank you Sears and all my Peeps... time to shop Sears.