My husband originally took his mother to the Sears Outlook to look for a refrigerator and dishwasher. She picked out a dishwasher, but wasn't happy with the refrigerators.
The appliances are set up so you can only see them from the front. When the dishwasher showed up for delivery, there were large dents in the sides. The delivery man had mentioned that to the people at the location where the appliance was to be picked up. They told him to take the dishwasher anyway because she purchased the warranty with it so any problems would be covered.
When he showed up to drop off the dishwasher, he mentioned the conversation he had with my mother-in-law. She told them she decided to reject the delivery.
After that, my husband took his mother to the Sears store at Meadows Mall. She picked out a refrigerator and dishwasher totaling over $2000. The refrigerator was to be delivered today between 4:30-6:30pm.
The dishwasher was to be delivered tomorrow between 12:00-2:00. They were to call my husband about 30 minutes prior to delivery so he could be at her house for the deliveries. At 6:45pm, my husband called the store asking where the refrigerator was since he hadn't heard from anyone. After being told many times that they had no way to contact the delivery people (not part of Sears), my husband asked for a manager.
The customer service lady kept telling him that there wasn't a manager available. Finally.....after about 20 additional minutes, a manager (Noah)got on the phone. He said he would get a hold of the delivery people and would personally call my husband back within an hour. That did not happen.
He called the store back again. This customer service person asked if it was okay to reschedule for Saturday. My mother-in-law almost jumped through the phone (she's a tiny Japanese lady – 4'8” - 85 lbs). At this point, my husband was already REALLY ticked off and flat out said “NO”.
He said he needed a guaranty that the refrigerator would be installed by 12:00 tomorrow since the dishwasher was to be installed right after that time frame. The manager said she couldn't guaranty anything, but offered him 50,000 points. My husband once again said no and was offered 100,000 points. She kept making excuses about guaranteeing any delivery.
At that point, my husband told them to cancel both appliances. This BS cost them over $2000.
Before making any purchases from Sears, consider how much time you would want to waste waiting for the appliance to be delivered.
Also, keep in mind, they were going to knowingly deliver a defective appliance to an elderly lady. We'll be taking her to a different store to get her appliances.
Product or Service Mentioned: Delivery Service.
Reason of review: Poor customer service.
I didn't like: Service is not good, Poor management, Refusal to not fix the problem and the lack of caring, Customer service or management.