Update by user Jul 31
Though we thought the issue was resolved, ie, money refunded, it was not. A message was received from Sears Member Services which read: "Dear Member, Thank you for shopping at Sears.com!
In regards to your order #871795478. I have reviewed your order details and I see that you would like to cancel your order. Upon checking, your order is already shipped from warehouse. Hence, we are unable to cancel the order, I request you to contact the Home Delivery team.
For your convenience, here is the Home Delivery Team Customer Care:-800-732-7747. If you have any comments or questions, please chat with us now for assistance. Thank you, Sid J Sears Member Services Not wanting to set up a re-delivery date & time, we did NOT contact the Home Delivery Team. After getting nowhere with support, we phoned CORPORATE Customer Support for resolution.
As of this time, 7/31/18, our refund has yet to arrive in to our account. Unfortunately, they will not issue it any other way than that.
Which means we will have to spend that amount with Sears. But, as mentioned, it will be the very last time we purchase from this company.
Original review posted by user Jul 01
We ordered a Sears compressor on May 16th, 2018. The product was to take 6 weeks to deliver.
We received an email two days prior (and same day) for delivery details, which was said to be June 29th. We both left work early to be at home for the delivery, between 3:15 and 5:15. At 6:30, we went on-line to learn of it's "new" delivery time. We were told the delivery truck was running late, the compressor would now arrive by 8:06.
As well, we were offered a 2% refund of the total amount of cost of the compressor. At 8:45, we tried again for a "new" delivery time. The customer service, for this attempt, was much less than helpful. She kept repeating that the delivery time was set for 3:15 to 5:15.
Really? It was nearly 9PM, at this point. It seemed to us that the delivery drivers had already decided it was too late and that customer service was covering for them. Needless to say, we CANCELED the order directly (issue resolved, other than our ire).
It is a shame that Sears chose to behave this way. It was absolutely unacceptable to us. A phone call from the delivery truck would have been nice. This is what other companies do when they are running late or need further directions.
NO CALL at all. And, though we have been customers (independently and together) since the very early 70s, we have decided NEVER to purchase another product from SEARS again.
This may have been an isolated incident, but remains unacceptable as far as Customer Service behavior is concerned. We are interested to learn of other's experiences such as ours.
Product or Service Mentioned: Sears Delivery Service.
Reason of review: Problem with delivery.
Preferred solution: According to the customer service agent, during the SECOND call, we will receive a full refund. Issue resolved, other that our ire..
I didn't like: Lack of communication.