- Ticonderoga, NY
Is there an employee at Sears authorized to correct this issue?
I ordered a twin mattress on Feb 6, 2014. Paid with a Sears card. Delivery was scheduled for Feb. 14. An automated call stated that the delivery was cancelled due to a snow storm. Understandable. I called “Home Delivery” on Feb. 19 asking about delivery. “Someone will call you within 24 hours to schedule delivery.” No one called. I called “Home Delivery” on Feb. 21, “someone will call you within 24 hours to schedule a delivery.” Apparently, Sears’ employee, Mr. Someone, quit since he has yet to call. I called Feb. 22 three times.”Someone will call you within 24-48 hours to schedule delivery” (Clearly, she did not get the memo that Mr. Someone has already left the building) “I can not reach the warehouse.” “The mattress is listed as having been delivered.” “No one is responding from the warehouse.” “I don’t know if we have that mattress in stock.” “let me call you back in an hour” He did call back within the hour to say that they might be able to deliver a mattress on March 14th, but are not sure they have any in stock. After six phone calls total and at least two hours on hold, I am finished with Sears. I requested and have been told a refund of the purchase price and shipping cost will be forthcoming in seven to ten days. (7-10 days!?! an insane length of time to process a refund) Sears has the worst customer service I have ever experienced. I will not shop there again. I will not continue to have their credit card. I have made three major purchases at Sears over the last 18 months totaling $3,500+. Clearly, I have been and had planned to be a loyal customer. I will not continue to do business there in the future. Sears, empower your employees to answer customer questions and to correct issues on the spot.