I ordered an Elliptical exercise machine from Sears online and was really excited for it to be delivered. Sears had free delivery but charged me a small fee of $10 to have it delivered on a Saturday.
No biggie. I got my 2 hour delivery window, which was 10:45 am-12:45pm. I was satisfied with the entire process up to that point. At 10 am I got a call from someone that said "the delivery truck had broken down and the now the delivery window would be 2.5 hours later than expected.
Stuff happens, right? I figured it would be delivered by 3:30 or 4 pm and I was just excited to get it. Time kept ticking by ... well past the additional 2.5 hours later than my original.
After many calls and a day wasted, the 2-man delivery team showed up at 5:45pm.They got to work setting up my new elliptical and I was in the other room and at the edge of my seat because it sounded like they were doing demo work on my home. Bang, crash! Nearly 2 hours later, they tell me they're done. I get on it and notice the handlebar is loose.
I point it out to the men and they tell me "it's supposed to have play." They take the packaging and apparently the metric tools that ship with the unit to tighten bolts etc. I get on it to show my husband, and the arm falls off. WTF? No tools and too late to do anything tonight.
Husband and I scour 2 big chain hardware stores to find the tools next day. Got it! But wait, they missed some parts too. Errrr!
I call Sears in the morning and get an obvious call center in India. They transfer me 3 times and I get hung up on before I'm told the Warranty dept. is closed on Sun. I call on Monday to a call center in India.
Same deal... story told, transfers, and they tell me to call installation. I give Mark in installation the rundown and he tells me I'll get a call by noon to have someone come and look at it. No call back!
Call the next day, call center in India. No record of my calls the previous day. Woman says she'll send me a 10% off coupon for my troubles. I wanted to scream!
Someone tells me they will call me by the end of the day. I get a "robo call" with a new "delivery time"... I assume the delivery is someone to put this together correctly? Now I notice the price of my elliptical has dropped $20.
Argh! I'm also pretty furious that I spent over $1000 and I can't even use it for an entire week until the incompetent installation guys come and "fix it." To be honest, I don't trust they put the rest of it together correctly either.
Calling Sears has been a full time job this week. Very frustrating and I will never purchase from them again.
Product or Service Mentioned: Sears Coupon.
Monetary Loss: $1000.