- Arlington, TX
Delivery problems – Why is this so hard?
I know that Sears is floundering. I find it unfathomable, in light of that fact, that a business that finds itself in rough financial straits wouldn’t make the commitment to redouble their efforts at assuring customer satisfaction.
I purchased a dishwasher online and had a scheduled delivery date of Friday, 1/31. The delivery window was specified, and I use that term very loosely, as somewhere between 7:00 AM and 9:00 PM. My wife left the house three (3) times that day – to take our daughter to school, to go to lunch with my daughter, to pick my daughter up. At 10:58 AM, while my wife had lunch with my daughter, she received a voicemail that delivery had been attempted and no one was home.
My wife called back to reschedule. Delivery was rescheduled for later that day at an unspecified time. At 8:30 PM, after not hearing anything, my wife called and was told that they would not deliver that day. Delivery was rescheduled for Sunday, 2/2. Apparently the ‘specific’ delivery time would be confirmed with a follow up call sometime Saturday night.
Saturday night came and went with no contact from Sears. Sunday morning my wife calls and is first told that the dishwasher had already been delivered. She then informs the apparently clueless customer service agent that the dishwasher has not been delivered. No solutions to this apparent conundrum are found. Hang up the phone to check the order status online and the website offers the very helpful “status temporarily unavailable.” Awesome.
But it gets even better…
We then receive an automated voice message that says that Sears will deliver today (Sunday) and we need to call to confirm a delivery time. When we call we are told that, no it can not deliver today, the earliest it can deliver is Monday, 2/3. By now we know the drill… Sears will call us sometime later tonight (wink, wink) and specify a two (2) hour delivery window for tomorrow. We’re not holding our breath.
Will the dishwasher deliver tomorrow? I really don’t know. And apparently neither does Sears.
So very sad to see an iconic brand run into the ground by incompetence and disinterest. Good luck with you impending bankruptcy – you deserve it.