- Lutherville Timonium, MD
How do I break the logjam with Customer Service?
On December 30, 2012 I ordered a Leick Riley Holliday 46″ Corner TV Stand from Sears.com.. The item was delivered on January 8, 2013. When I unpacked it on January 9, 2013 I discovered it was damaged in transit – 2 of the hinges on the unit had been ripped from their moorings. It was evident from the condition of the box and the Styrofoam packing materials that it had been damaged in handling. That afternoon I commenced a series of phone calls with Sears Customer Care to arrange to have the unit picked up at my home by UPS and returned for credit. I have now called them 5 times (basically every 2 days), each time being told that they were very sorry and that I would be contacted by UPS in 24 to 48 hours to arrange for the pickup. So far nothing has happened! The customer care reps will not provide their full names, telephone numbers or direct e-mails so I never speak to the same person twice. Obviously I am very frustrated by this unprofessional behavior and I want the item picked up and my money refunded.