Sears - Worst delivery experience ever with SEARS

Posted by Bill on 2012-11-27:

These Sears reviews are getting tiresome.
People - Wake up and find a local appliance store.
You may pay a few dollars more (or you might not) but you'll get better customer service, delivery when they tell you and you'll be satisfied.
I stopped buying appliances from the large retail stores many years ago.

Last purchase was a Whirlpool dishwasher. It was delivered when they said it would be, they took the old one out and replaced it with the new one.
They were courteous and appreciative. Showed mt how to work everything, etc.

Posted by Vinnie11 on 2012-11-27:

I think Sears outsources their delivery services. I ordered a microwave and the guy called me around 9 pm (seemed a little late) the night before delivery to confirm. He pulled up in a Sanford and Son truck the next day with his sidekick and quite frankly, I was uncomfortable with those raggedy characters. They did a nice job on the installation though.

Posted by At Your Service on 2012-11-28:

Sears definitely outsources their delivery. It's really one of their weaker points. This is where photos showing the damage to the appliance and home would be extremely helpful and show you're not "puffing" such a claim.

For the same reason, I'd make sure you take such photos. Make sure the damage is well documented.

Best of luck and keep us informed.

Posted by SearsCare on 2012-11-30:

Dear pamelitalaree,

Please accept our sincere apologies for the poor refrigerator delivery service you received. I can tell from your post that you are very upset about the manner in which our delivery team brought your new refrigerator into your home. Even after you asked the delivery team to take the doors off of your new refrigerator in order to bring it into your home, they refused and wound up damaging your home as well as damaging your new refrigerator. I would be equally upset if I were in your position and would want the most escalated team possible to handle my issue. We want you to know that we care very much about what happened with your delivery and want to make sure that everything that can be done to help you is being done. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (pamelitalaree) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Sincerely,

Susan R.
Social Media Moderator
Sears Social Media Support