We purchased a refrigerator recently from Sears.com since the fridge wasn't in stock at our local store and our delivery has been rescheduled twice, meaning I have missed two days of work and still don't have a fridge despite having delivery confirmation the night before and the morning of both delivery dates! When calling customer service all I got was the fridge never made it to the warehouse in time to be delivered as the reason for the delivery being rescheduled.
How can you give a delivery confirmation if your product isn't in hand to be loaded on a delivery truck? I was very understanding the first time, but after the second reschedule I called customer service again and wanted answers in which the representative would only state the new delivery date and time. When asking for a supervisor the customer service representative said "let me contact the warehouse and get more details on your delivery" to only give me the same run around (the new delivery date and time) after being on hold for ~20 minutes. When asking for the supervisor again I am offered a 10% discount on my next purchase (like I am going to purchase anything from this business again).
When asking for a supervisor again, the representative states my rescheduled delivery date and a time of 8AM-9PM not allowing me to speak to a supervisor. When asking for a free Saturday delivery so I don't have to miss a third day of work, I was told that was not an option even though Saturday delivery is an option to choose when setting up a delivery online (for a fee) at the time of purchase. When asking for a supervisor again I am given the rescheduled delivery date and time. It's like she was a recording repeating the same sentence over and over again.
I basically gave up after being on the phone for over an hour! If my third scheduled delivery is rescheduled I will cancel my order and go elsewhere. There is a reason this company is amongst nine other companies with the worst customer service!
It is doubtful Sears will be in business much longer with this type of service.
Product or Service Mentioned: Sears Delivery Service.