To whom it may conern,

my name is Ashanti Sparks, I placed my order May 15, 2017 for my daughter 5th grade graduation. I was suppose received my order on May 18, 2017, did not received it, than check the tracking it said my order will be delivered on May 19, 2017. Again did not received my order. Check the tracking again on May 19, its now states my order was shipped back to sender. I called FEDEX cutomer service spoke with a representive who stated my address was incorrect, looking at details of address, my address was correct.

I than called SEARS and I explained to the representive how important this order was for me to receive and why it was important. Thats when I was inform my order was shipped from a outside vendor. The representive place me on hold tried to contact the outside vendor. She was unsuccessful, than the representive than stated she will escalate this issue I should recieved I call back within the next 24 hours regarding my order.

The very next day I received I email stating my order needs further investigation will than be contacted within 48 hours. Now I'm frustrated, because no one she the urgency of this order. My daughter is 10 years old about to graduate from elementary going to junior high school come fall. She is very excited, now I have to inform her she will not be getting her dress on time for her gradution. Me has a parent this is unexceptionable. I than called back, May 20th, spoke representative number 2, who than informed me of the same thing rep 1 stated, who also tried to reach out to the outside vendor. Again was unsuccessful, I requested to speak with supervisor, who repeated what rep1, and rep 2 said to me. He too reach out to the outside vendor and he too was unsuccessful. He advise me this will be escalated I will be contacted. I than expressed my frustration and the urgency of the matter which seem no one cares.

I received and email stating I will be contacted within 72 hours regarding my order. At this point I am livid. Me as a mother I have to make a drastic decision my daughter gradution in two days and SEARS do not care they have my money a giving me the run around and pointing fingers. No one wants to take the responsibility to correct this simple issue. I the custome offered to placed another order use the credit from the order I didn't recived and I can pick up from the store. The SUPERVISOR, informed unfortunately they unable to do that, I will have to pay for the order first than wait to be refunded for my first order. I said I will not about to invest anymore more money in company who do not careless for their customers all they care is about a customer's money which they had at this point and was not trying to make the mistake they made correct.

Today is May 29, 2017, 7 days later since the last time I spoke or heard from anyone at SEARS. I called regarding the escalation of my order been resolved. Waiting for 15 mintues before a rep answer the called provided the rep with my order#, waiting while she read over a fews notes, than was informed I had to speak with service manager, I was than transferred, now waiting additional 15 mintue hold before Jody a SERVICE MANAGER came to the line. I gave her a few mintue to review the notes. She than stated we will give you your refund. No empthany, just direct, I than advice her of my frustration how SEARS dropped the ball, how I did not received any contact regarding this escalated issue this is all she going to say to me. Again very unexceptionable, SEARS how are you training your reps. At this point livid is and understatement. She than tell me she understand when she clearly don't, because if she did she will be better at what she do and how to address a fustrated customer as myself at this point.

I am clearly not satisfied how ALL the reps I habe encounter with icluding a SUPERVISOR, SERVICE MANAGER who assist with escalated issues handle your customers. It sadden me how you have these people interacting with your customers on a daily basis. I going to post, forward this letter until it reach the top of the chain and share my experience with everyoneI come in contact with, ever social media there is, I will not stop. I will make sure no other cutomer will have to endure what I have encounter with SEARS. My goal is hopefully in the end you will treat your cutomers with respect have some form of EMPATHY and like what they are experiencing to make right from the start not later.

Ashanti Sparks