- Martins Ferry, OH
Problem with order
I would like to start by saying this is the 2nd email that I have sent.
I have had a very poor experience with the purchase of my new Kenmore refrigerator. Lets start from the beginning. I picked up my own refrigerator on Tuesday July, 30. There appear to be no damage to the box so I loaded it no my trailer and drove home. When I got it home I took it out of the box to find that it had been dropped and the pan under the compressor was crushed. Because of the location of the damage I wanted this to be replaced.
I called the store and the manager said that I had to bring it back on my own and Sears would not pick it up. This made me angry because the damage was not my fault. Finally, the manager agreed to give me a 50 dollar credit for my trouble. I then said that I wanted the new one delivered to my house by Sears. The manager said that this would cost me 70 dollars. After arguing back and forth the shipping fee was waived.
I was given a 2 hour window of 215 to 415 the night before the delivery. This was fine and I arranged my work schedule accordingly. At 7 AM of the day of delivery I got a call saying that the new time was between 115 and 315. This was slightly more inconvenient but I could manage with my work to be there. Lastly, I received a call at noon saying the delivery would be at my house at 1235! Because of this I had to leave work much earlier than expected. I am a health professional and leaving the hospital unplanned is very difficult and frowned upon by my boss. This is a horrible way to run a delivery service and this angered me.
Also, after talking to the delivery men I found out that damaged products can be picked up by delivery even though they were brought home by the costumer. The manager of the store was wrong and cost me even more time and money!
Needless to say this was a horrible experience from store service, to customer service to delivery service. I wasted a lot of my personal time, gas, and paid time off from work because of this situation. My family and I are life long loyal Sears customers. I would never expect to be treated the way that I was. My continued shopping at your store will be determined by the actions you plan to take regarding this email. Please respond ASAP since this is my second email attempt to contact you.