Bandera, Texas
With Company response Not resolved

Bought a threadmill from on June 16, 2013. Set up a delivery date of June 28.

(That was the first available date). Received a phone call on Thursday evening about delivery and set up. My two hour window was for 9:45 to 11:45 am. I called the delivery service center to let them know I had a meeting that I had to leave for by 11:45 am but I would return by 1:30 pm.

I was assured that this would not be a problem. After waiting all morning for my service I left for my meeting at 11:45 am. At 11:52 am I received a call that the delivery team was 10 min away. I told them they would have to come back after 1:30 pm.

They assured me that would not be a problem and to call when I got home. I called at 1:30 pm and was told I would have to reschedule for July 5th. Sears said the truck was now out of the area and refused to have them come back. I spent 3 hours on the phone with sears that day talking with people I could barely understand.

At one point a consumer service manager from the delivery department told I could not talk to her supervisor because she did not take phone calls from consumers. Told her I would love that job. I gave up on delivery service department and called After talking to a manager I managed to get the delivery charge refunded.

Took three hours and 7 people to get that done and I still have to wait another week for my delivery. I am seriously considering just canceling the whole order.

Product or Service Mentioned: Sears Delivery Service.

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Sears Response

Dear Troy0118,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry for the trouble you encountered with your treadmill delivery. We understand how disappointing a broken commitment like this is for you, and we’d like to see what we can do to help correct this situation. Please send the following information – contact #, screen name (Troy0118 ), phone # used at time of purchase to We do look forward to speaking with you soon!

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support


You agreed to the delivery date. These people are doing deliveries and labor work, sometimes things can get a little delayed.

They arrived SEVEN minutes late from the given window. If you had a meeting scheduled for right around the window time, you should have rescheduled in advance.