Customer buys from “salesman” Kenmore Wall Oven. “Delivery” schedules installer and delivery of oven. Wall oven arrives broken, “installer” installs anyway and removes working oven (Bosch). “Sales manager” authorizes new Kenmore oven for delivery, “customer service” schedules pick-up—expects customer to remove from wall. New wall oven arrives. “Installer” arrives and identifies that it too is broken. “Store manager” authorizes new model wall oven (Kitchenaid) at no additional costs. Seven days pass, customer calls “Customer service” they have no record to schedule delivery. Escalated to “customer solutions” to schedule pick-up of broken oven, delivery of new oven and “installation.” “Customer Solutions” schedules “delivery” and “installation.” Price differential waiver not recognized, demands additional payment. Customer cancels order. Customer requests refund. Seven to ten days to process.
Social Media perspective: Pass it along – SEARS SUCKS.