Hometown Stores Sedalia - Auth Hometown

unknown

On 12/3/10, I dropped off my mother-in-laws Kenmore sewing machine to the Sears Hometown Store, 3117 W. Broadway Blvd., Sedalia, MO 65301 for repair. The tension and stitching features of the machine were not working properly. At that time, I paid $29.99 for Sears to send her machine to a repair person in Kansas City, MO for repair. It is a one hour drive one way from my home in Edwards, MO to Sedalia, MO. On 12/15/10, I returned to Sedalia to pick up her machine. At that time, I paid $36.99 for the repairs to her machine. Upon my arrival home, she found that not only was the machine not fixed, but the repair person had broken off several of the knobs on the machine. So, on 12/27/10, I made the one hour return trip once again to the Sears store in Sedalia, MO and again returned the machine for repair. On 1/7/11, I returned to pick up the machine and upon my arrival home found that the foot pedal was missing from her machine so she can?t even check to see if the machine is fixed! I called the Sears store in Sedalia and spoke to Jerry Case, the store owner. He informed me that there was nothing he could do and that it wasn't his responsibility that I would have to contact the repair person to remedy this situation. He also informed me that the repair person, ?was difficult to reach and rarely answers his telephone.? I have tried numerous times to reach this person, to no avail. This is not service and I will never do business with Sears again! I ended up contacting the President/CEO of Sears and filed a complaint with him. A complaint resolution specialist took over the issue and after alot of communication back and forth, agreed to not only refund her repair costs, but also shipped a brand new sewing machine to her free of charge. She was definitely happy after alot of headache on both our parts!