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!
Review about: Sears Delivery Service.