On July 21, 2010, I placed an online order on Sears.com for a Kenmore stove and refrigerator, and scheduled them both to be delivered on July 31. We were moving in Aug into a new house from an apt and we owned no major appliances, so delivery on that date was the greatest deciding factor when I made my purchase.
On July 30, I received a computerized phone call, which then connected me to someone in India, who informed me that the stove would be on time but the fridge would not be delivered until Aug 3. I wasn't happy but I accepted it. Then, on Aug 1, I received another computerized phone call informing me that my fridge wouldn't be there until the 10th. I was furious at that point, and canceled the order facing the prospect of 2 weeks with no fridge. The rep made no attempt whatsoever to keep me as a customer by offering me a different fridge which could have been on time, a discount, free delivery, nada. They just put me on hold for 10 minutes while they canceled it.
I called the Sears.com corporate phone# to file a complaint, and I ended up spending 30 minutes on the phone, most of it on hold. A representative tried to "help" me by offering me a different fridge which cost over $100 more, but which also couldn't have been delivered for at least 10 days.
I ended up ordering a Frigidaire from Lowes, and it was in my kitchen in less than 24 hours. When they called me to schedule my FREE delivery, it was an American human being, not a computer.