I purchased a Sole F80 from Sears over a week ago with delivery and set-up. Treadmill delivery was delayed because of weather.
Delivery was rescheduled for Friday. When the treadmill arrived, it was damaged in the box. Delivery team recommended returning to sears and having a replacement sent. I called immediately and rescheduled delivery.
When I rescheduled I told the customer service rep that this was a clearance item and I was concerned about how many more would be available (it was the last one in the box in the store). She ("Donna") said that she would have one shipped from the warehouse. I asked if she was sure and she said "don't worry". Friday night we received a call from a customer service rep confirming that the treadmill I ordered would be delivered on Monday.
Sunday night we received the automated message scheduling the time of our delivery (3-5pm) and planned our day to be available at that time. At a little after 7 am Monday morning we got an automated message stating that our delivery had been delayed. When I called the customer service number I was told I needed to call the store and confirm they had the correct item for delivery. I called the store when it opened and was told they had no more treadmills of the type I ordered and none were available in nearby warehouses.
My choices were to accept the damaged product (assuming it could be found in the warehouse as it was not currently at the store) and order replacement parts from the manufacturer, which could take weeks, or select a new treadmill. Neither is an acceptable choice to me. I should not have to accept a damaged product. I chose this treadmill because it met my specific needs.
These treadmills are still being manufactured by sole. Sears should arrange for a new treadmill to be delivered from the manufacturer if they do not have them in stock themselves.
I have spoken with no fewer than 5 sears representatives, scheduled delivery 3 times (arranging our schedule each time to be available for delivery), made multiple phone calls and spent a large amount of my time dealing with this, and am still without a treadmill or any foreseeable option to get the undamaged, working treadmill that was sold to me.
Product or Service Mentioned: Sears Delivery Service.
Monetary Loss: $1200.