- Elizaville, NY
Who can help resolve a delivery issue when the customer care center staff are ineffective (to be kind)?
I ordered a refrigerator and freezer in mid-December 2013. The online system gave me many dates to choose from (M-F), starting only a few days out, for a two week period. Chose a Friday before xmas, got confirmation email – all good. Went back online to change date to Fri Jan 3, system accepted that fine, new confirmation email. Then big snow storm on Thursday, deliveries cancelled by Sears, get new automated email from Sears saying bad weather caused cancellation and delivery is now reset to Fri Jan 10.
I take the day off, call the service center to find out arrival time (since I got no automated call with 2 hour window)and am told that there won’t be a delivery because the warehouse “doesn’t deliver to my area today”! I’m also told that I’m scheduled for an EXCHANGE of my appliances! WTF??? I spend 1.25 hours (!) on the phone (the first rep “disconnected” me when I started to ask hard questions) and end up with the supervisor calling the warehouse and then telling me that she has ***confirmed with the warehouse*** that I will have my delivery Saturday. I get the automated call indicating a 12:30 to 2:30 window and *cancel my plans for the day to wait*.
Saturday – No delivery and no phone call or email message. I call 45 mins after the promised time ends and spend another hour on the phone. Again I’m told that there was no delivery because the warehouse doesn’t have a delivery route for my area today and that there won’t be a delivery until Jan 24 – two weeks away, but they will take care of me by managing to make an “off route” delivery on the day before. I’m also told that I’m still(!) scheduled for an exchange, even though the other supervisor told me she was fixing that issue (it still lists that way online).
A vacation day had to be spent at home, based on the day Sears picked for the re-scheduled delivery, which they blew off without even telling me.
2.5 hours of time spent on the phone.
Weekend day wasted (and an hour moving furniture around to allow access for the delivery), based on a promised delivery that nobody had any intention on making good. Plans depending on the second refrigerator cancelled.
In my lifetime I have previously bought 3 refrigerators, a freezer, 2 dishwashers and a stove from Sears. I have a hard time imagining ever doing business here again – what an incredible level of incompetence and stupidity. I was enticed to by from Sears based partly on the easy range of delivery dates that were presented when the order was placed, but that just seems to be a fraudulent business practice. What is Sears going to do to make this good, and what compensation am I going to get for the incredible waste of my time?