- Renton, WA
Where can I find the contact information for Edward Lampert (CEO) of Sears to send him information about a bad delivery experience?
The first time I ordered a product from Sears, I had a great experience. Delivery came on time, I got a personal call the night before and the day of from the delivery service and after they installed my purchase they packed up all the garbage and towed it away. It was a worthwhile experience, but my 2nd experience is one that I will never forget and one that will cause me to never purchase from Sears again. (At least through their delivery services.)
I ordered a Washer and Dryer set on 1/4/14 at the Sears store and filled out all the information. I even paid to get my products delivered on 1/5/14 because your system said that both the machines were in. So waiting patiently, the night passes and the next day after waiting past my 2 hour delivery time, I have to call the delivery service to find out that they aren’t coming. I never received any phone calls or notices. They reschedule my delivery after being called (ONLY) to the next Saturday 1/11/14 and throughout the week I get these annoying text message updates keeping me informed that my delivery will arrive on 1/11/14. On 1/10/14 I get a call at night confirming the delivery time. So in the morning I am waiting patiently once again for a delivery that never comes. After waiting once again past the 2 hour estimated delivery window, I call them once again personally to find out that the delivery won’t happen because of a supposed “accident” that the delivery drivers were in. They never called to tell me this nor did they say they will bring it later. I am given a $50 gift card for my trouble after paying over $1,500 on a product that still hasn’t arrived as if that makes up for it. Then the person I spoke to says they will deliver it 1/12/14 ASAP for my troubles. Well after not receiving a call the night of 1/11/14, I call in the morning right before the 2 hour window they gave me and am told that delivery was never scheduled. I am now out 3 days that I could have worked, because I am being lied to by the delivery people about my products delivery. They give me only a $150 dollar gift card for my trouble and reschedule it for the next Thursday 1/16/14. Another day I am now going to have to miss from work from their mistakes. I again get notices, but then I get a message stating that one item won’t arrive until 1/18/14. I have to call the delivery service to complain about them not delivering my products as schedule nor letting me speak to a supervisor and the whole time they say “we understand your frustration”. NO THEY DON’T! I finally get to a supervisor after over 10 phone calls, and he says the item is in and he will get it delivered. Finally the item arrives on 1/16/14 but the universal vent does work so they can’t even install both the machines. The delivery guy also leaves without cleaning up after himself. I am thoroughly displeased with my whole experience. I have to go out to buy more items for my machines. My father has to finish installing them, and I am out more money than I paid for my machines because I had to miss over 4 days of work. I wanted compensation but the store could only give me a small handout because they didn’t want to “hurt” the status of the person I purchased the machines from in the first place and although I understand that. I want my machines for either free or half of what I paid for them back since I lost more than what I should have during this whole experience.
No one I know has ever had an experience like this before and no one can believe what little both Sears or the delivery service treated a customer when you supposedly pride yourself on customer service. I cried too many tears and I am fed up beyond belief.