New York, New York
With Company response Not resolved

So I bought the kids a ping pong table from Sears - the price seemed right. Drove the SUV to the store to pick it up - it was huge - too big to fit in the car.

So we set up home delivery - for after Christmas. I paid them $69.00 for the service.

Biggest mistake ever.

It's understandable when a delivery truck breaks down - so even three hours after the driver called on Thursday promising he'd be there in 40 minutes, explaining the unfortunate incident, I wasn't really upset. Trucks break down sometimes.

But what has happened since shows how completely incompetent and disorganized Sears has become.

I asked a simple question: when would the table be delivered? Thursday later or another day? Sears couldn't or wouldn't answer. I got switched from person to person, from department to wrong department. At the "global" customer service center if the person spoke English he or she was unable to deviate from a script that said they "understood my frustration."

But they had no answers. Several hours later a representative of the delivery company called and said he'd arrange a Saturday delivery. I said "Great!"

Then Sears called again...using a robo dialer...saying the delivery would be Friday between 12:30 and 2:30. So someone stayed around a second day to wait. Just before 12:30 Sears called saying they'd forgotten one thing: to take the table off the broken down truck. It was still out somewhere, and no one thought to take a second one out of stock and deliver that.

Saturday, they promised, 10 AM. So Friday night the robodial call came...but this time rather than simply confirming a delivery it switched me to the "global" call center, where a barely communicative representative asked me for my phone number (never mind that they had just dialed it) and asked me a variety of "verification" questions, before hanging up on me rather than simply telling me if or when the delivery would actually be made.

I really don't know if they actually will show up or not. But at least a half dozen Sears customer service reps have now explained how they "understand my frustration."

Deal with Sears Home Delivery again? Not me...and at your own peril!

Product or Service Mentioned: Sears Delivery Service.

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Don't trust the "Sears doesn't care" team. They will just cause you more frustration and try to give you a 25 dollar gift card to shut you up.

Sears Response


We thank for taking the time to let us know about this situation. My name is Liz and I am a member of the Sears Cares Escalations team. We can truly understand how important it is to have your children’s ping pong table delivered in a timely manner. We would be happy to connect you with one of our dedicated case managers to assist you and address your delivery concerns. Please send the following information – contact #, screen name (dave3474), phone # used at time of purchase to Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support