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I ordered a washer/dryer from sears.com on 12/29/2011. The ONLY day I could take delivery on it was January 13.

I was able to select this date during checkout. When I placed the order, I had a customer "service" rep on the phone with me to help because I wasn't sure what equipment I needed to purchase to ensure the installation would be complete on Jan. 13. My credit card was charged, and I received an email confirmation.

This confirmation stated Sears delivery/installation team would contact me Jan 4 to confirm. Of course no one contacted me. I contacted sears.com on Jan 10 to confirm. Well, after 40 minutes, several transfers, they were able to confirm, however, I needed to add a $20 cord in order to install.

I added the cord to my order. I immediately received an email stating I needed to contact them in order for them to re process my order due to the cord. I contacted them, and after close to an hour on hold, they informed me that due to the re-process, my delivery would be re-scheduled. That would not work for me as I am not in town often.

When I asked to cancel, I was told to call another dept, and then transferred, put on hold, etc. for over an hour (again). When I finally spoke to someone (probably in india) they indicated that they could not find any record of my order.

At that point, I called visa, and they are reversing the charges, and disputing with sears. NEVER AGAIN

Product or Service Mentioned: Sears Installation.

Company wrote 1 public responses to the review from Jan 10, 2012.
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Sears Response

Dear Anonymous:

We would like to offer our sincere apology for the way in which your Sears.com order was handled. I certainly understand your frustration with not being able to keep your original delivery date as well as the time this entire process took you. My name is Susan with Sears Social Media Support Escalations team and we would like to look into this situation further and speak with you to see if we can make this issue right for you.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the washer/dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code (288019), for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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