Here's a copy of a letter I just sent Sears. It tells the story.
On Saturday, June 7, I ordered a Samsung front-load washer and matching dryer, and had it set up to be delivered on Saturday June 14. I received a call on Friday June 13th, and was told the appliances would be delivered on Saturday between 3:15 and 5:15 p.m. I was called at 5:00, and told that the delivery team was running about an hour behind.
At 7:15 I hadn't heard from anyone, and called to ask what was going on. I was told that they were just running late, and would be there later. At 9:45, I still hadn't heard from anyone, so I called again, and again was told that the appliances would still be delivered that night. At 10:30, I called again, and was told again that they were still coming. I asked for a supervisor, and was finally told that the delivery team had gone home, and that I would have to reschedule. I was told that someone would call me as soon as possible to reschedule.
About 1:00 Sunday afternoon, I still hadn't heard from anyone, so I called again. I was told that the appliances couldn't be delivered on Sunday, because the trucks had already been loaded and had left to make their scheduled deliveries. (Wouldn't my appliances have been on a truck from the previous day already?)I had already disconnected my old appliances, and had removed the power cord and vent hose from the dryer in anticipation of the delivery. I told the person I talked to that it was imperative that the appliances be delivered on Monday after 6:00 p.m., when I would be getting home from work. I received a call later and was told that the delivery would be made between 2:00 and 4:00. I called back and told them that no one would be home at that time, and it had to be delivered after 6:00. I was told that you couldn't move merchandise after 5:00.
I am terribly disappointed in the discourtesy of your team. I was promised delivery on Saturday five times by your representatives. The only time on Saturday that your representatives initiated a call was at 5:00 to tell me that they would be an hour late. I am terribly aggravated by the inconvenience caused by your staff's failure to meet what should be minimal customer expectations.
Of course, I am cancelling this order, and will spend $2,000 with one of your competitors instead.
I am disgusted with your company.