Our 20-year-old lawnmower suddenly died on us in mid-August. Even though there were several Tractors’ Supply Stores selling other brands of lawnmowers in the area we chose to go to Sears (Eastgate Mall) Store # 01810, Cincinnati, Ohio 45245 to purchase a mower because of the company’s reputation for quality and dependability.
This store is 68 miles from where we live in West Union, Ohio. We used our Sears charge card to purchase a riding lawnmower on 8/16/17. We decided to buy a Craftsman Lawnmower (Item no: 71-27390, 20 HP 46” cut) mower with a 3-year extended warranty policy. Total charge was $1952.74 with a delivery date of 9/18/17 (Salescheck# 018101092087).
We had hoped to have access to the mower as soon as possible to cut our lawn. The stores do not have their own delivery capacity anymore so a month later was the earliest date possible to receive the order from their warehouse facility in Columbus, Ohio. While we waited the month for delivery our lawn grew to knee-height. At such lawn heights it’s been very hard to keep the snakes and vermin from encroaching upon our house.
During the month we received multiple email reminders and phone text notices of the Monday, September 18, 2017 delivery date to our home between the hours of 2:30 and 4:30 pm. Out of desperation, we had planned to start cutting our lawn as soon as the mower was delivered. On September 18 (delivery date), I made the first call to check on our order around 4:00 pm. We contacted the customer service number (CSN) (out of the Philippines) to inquire about delivery status and was told that there were 2 deliveries for the West Union, Ohio area and that we would be the second delivery at 5:00 pm.
• Called again at 5:30 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 6:00 pm. • Called 3rd time at 6:30 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 7:00 pm. • Called again at 7:15 pm – CSN said that the delivery team was still running behind at the first delivery site and would deliver our product at 7:45 pm. • Called 5th time at 8:00 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 8:15 pm.
• Called 6th time at 8:25 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 8:45 pm. • Called 7th time at 9:00 pm – I was quite annoyed at this point asking CSN if the delivery staff would be able to assemble lawnmower in the dark. CSN said their delivery trucks are equipped with lights to allow for product assembly and they would deliver our product at 9:30 pm. • Called 8th time at 9:35 pm – CSN changed their report that the delivery team was running behind in deliveries and that they delivering to the 9th customer and we were delivery number 13 – our delivery was projected to arrive around 9:50 pm.
• Called 9th time at 9:55 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at 11:00 pm. • Called 10th time at 11:10 pm – CSN said that the delivery team was running behind at the first delivery site and would deliver our product at midnight or 12:00 am. • Called 11th time at 11:50 pm – CSN said that the delivery team was still running behind at the first delivery site and that we should call the Sears store of purchase the next day to reschedule the delivery because the CSN offices close at 12:00 am midnight. We drove to the Sears store to confront store staff/management about the non-delivery.
Since there was no delivery as promised we have hired someone to cut part of the yard until the mower arrives. To make matters worse, we had to also make our first payment on the credit card account this day while STILL not having access to the mower. We are also especially concerned whether this company can honor its warranty agreement if it cannot facilitate an accurate product delivery! The store manager tried to be helpful and contact CSN for status update and left them a message.
Staff left us with two possible options: 1. Store would provide “custom delivery service” to bring store floor model unit to our home, or 2. Contact CSN to arrange delivery of another re-ordered lawnmower to our home 3. To Date: Sears cannot provide us an explanation or real information as to what happened to the original ordered lawnmower on the 18th.
Currently, we are rescheduled to receive our item on Tuesday, September 26, 2017. Given the error, confusion, and rescheduling error, Sears should provide us a complimentary lawn bagger – (see below- Description Item # 07124903000P Model # 24903 - $341.99 price.). Final comments. My mother retired in 1998 serving 30 years as a division manager at Sears (Salem Mall store in Dayton, Ohio).
We grew up using Sears’s products and clothing - this company was known for standing behind their delivery and products. We are very disappointed in the Sears Company!!!
My mother is deceased five years now … she would have “roll-over” in her grave hearing how Sears handled this delivery on September 18th, 2017. Sears, shame on you!
Product or Service Mentioned: Sears Delivery Service.
Reason of review: Problem with delivery.
Monetary Loss: $1980.
Preferred solution: Let the company propose a solution.