Update by user Oct 16, 2011
One month later:
I received a credit on my credit card yesterday. It was a day less than one month for Sears to give me all my money back. What amazed me was that I was told I had to go to the store to have them return my money for the installation charges. When I got to the store, they told me someone at the corporate office credited me already. When I checked my credit card online, the money did not show up.
So, not only did the store not help me, I didn\'t need to go there. I felt my time was once again wasted by the organization.
Sear\'s data systems are also suspect. The store printed out their documents saying the credit was done on the 12th. On the 14th it finally showed up on the credit card, claiming the card was credited on the 11th. I can understand if it was the other way around: credited first, then processed. This is reversed: Sears says they submitted the credit on one day and the credit card website says it was processed the day before. Is Sears\' database system trustworthy?
I did receive a call from a different member of the executive team because she heard I was not satisfied with how the original executive handled the case. She was correct that I was less than satisfied. It turns out she was no better at helping me. It seems Sears washes its hands when it comes to the level of service provided by organizations they contract with. This makes me wonder where else in their organization they have this same problem.
Original review posted by user Sep 15, 2011
I went to Sears to find a refrigerator that they had in stock. I informed the salesman my concern for a specific delivery date. He assured me that he had verified the item was in stock and the delivery date was fine. The evening before the delivery date, I received an automated machine that called me to tell me the delivery window would be between 2:15 and 4:15 the following day.
I arrived at the delivery location around 2PM. When no truck showed up by 4:45, I called Sears' delivery call center. I was told the driver would call me shortly to let me know what the new estimated arrival time will be. At 5:15, I called again to find out when I would be getting that phone call from the driver. I was told that the dispatcher would call me within 15 minutes.
Thirty minutes later (5:45), I called the service center again, and asked to talk to a manager. I was put on hold for over five minutes. The service person came back on the line to tell me the manager was on the line and he would transfer me. Five minutes of being on hold again, the phone call was disconnected. Shortly after 6PM, I called again and asked for a manager. I was immediately hung up on. I called back right away. I was put on an indefinite hold (17 minutes).
At 6:30, I called again. I asked the service person to not put me on hold. They said they understood my concern. Nonetheless, they put me on hold. Five minutes later, I was still on hold.
I called back at 6:42, talked to another service person. That person agreed to not put me on hold for more than five minutes. They came back on the call two minutes later and asked for a couple more minutes. I agreed. Four minutes later, they came back on the phone and informed me the following: The truck was heading back to the warehouse (about five minutes from the warehouse) to move the item to another truck and they would be heading to the delivery location in about 30 minutes. I was to expect the truck between 7:30 and 7:45.
At 8PM, I called back again. At that call, I was told the item was not being delivered until some unknown future date. The warehouse was closed and nobody was there to talk to. The Sears person I was speaking to would not make any promises to me of any kind of future date.
I should point out, that at no time, was I ever called by anyone beyond the first automated call the evening before. All promised calls never occurred. No delivery promises were fulfilled.
Product or Service Mentioned: Sears Delivery Service.
Monetary Loss: $535.