Sears Home Delivery - Nonexistent
Delivery of Washer - Complaint
PORT ARTHUR, TEXAS -- Delivery was slated for 11:30-1:30pm. When it did not get here by 1:30, I called the delivery service line and spoke with Adam. After telling him what was going on, he put me on hold to send a message to the delivery driver to call me with an ETA.
3:00pm rolled around and had not heard from delivery driver. Called the service line again. Angela told me that she would, wait for it, send a message to the delivery driver to call me with an ETA. Like I believed that would happen.
3:30 rolled around and I had to leave to pick up my son from school. Taped a note to my door telling the driver that I would be back by 4pm and that they were already 2 hours late so they should wait.
By 4pm, still had not heard anything. Called the service line again and was told that another message would be sent to the driver to call me. I told Erica that I had already had 2 representatives tell me that and had yet to receive a call. After being put on hold, I told her I wanted to speak with a supervisor. She put me on hold then came back on the line and said there was not a supervisor at work today. I told her I found that very hard to believe. Before I hung up on her, I told her that if I did not receive a call from the driver within 15 minutes I would be calling back to cancel the delivery and getting a refund.
She proceeded to tell me that I could not cancel the delivery and that since I had already paid for it, I should just not pick up my husband today to wait on the delivery people. I admit, I got mad, cussed, and yelled. Told her I wanted a number for customer service and she said she did not have that number. I hung up.
Called the store I bought the washer from. Told the sales associate (Ethan) what was going on. He told me I would have to cancel the delivery through the service line and once I told him the associate from the service said I couldn't, he took my number and said he would call the delivery truck that showed up on the information and find out what was going on. Within 5 minutes he called me back and said the delivery truck was right around the corner. I thanked him and let him know that I had already told the drivers, who had showed up after I talked to him the first time, that I was refusing delivery and wanted the items returned to the store. I was told by Ethan that I could come up there today and get my money back.
I do not know if I will be getting the delivery fee returned, but I really couldn't care less right now. The two women delivery service associates were not native English speakers and were very rude. They sounded scripted. If the sales associate at the store could pull up the actual truck that was supposed to deliver my washer, why couldn't they?
The truck that showed up was a plain white Uhaul like truck with nothing on it. The passenger smelled of alcohol and the driver could barely even move. Guess I know what they were doing when they were supposed to be delivering items today.
Once my husband gets off work, we will be going 30 minutes to the town I bought the washer in and getting our refund. Then, we will go to the LOWES here in our town that I have always loved and get the washer I originally wanted. Will not use Sears ever again.
11:53am, Friday, May 11, 2012: Update:
Husband has been at the Sears store for almost an hour now trying to get our refund. He has been told that the delivery department is the ones to process the refund but yet delivery is telling him that the store actually has to handle the refund. What a joke. Called my bank to see what they could do to help. Not much they can do of course for at least 2 weeks. The Large Appliance manager is refusing to talk with my husband about the refund so the Lawn and Garden center manager is trying to help. Calling customer service line now and trying to get help.