Sears - Crappy Appliance Delivery
FRANKLIN, TENNESSEE -- On 6/20 we made a purchase of washer that was scheduled for delivery on 6/22. We never received the phone call on 6/21 with the delivery window so WE had to call the 800 number and was told our delivery window was 11:30-1:30 on 6/22. By 2:30 on Saturday WE had to call to about our delivery status as no one had contacted us. We were told we were #7 on the schedule and they were currently working on #4. By 8pm we STILL didn't have a washer nor had we received a phone call. At 9pm we contacted delivery and rescheduled for Tuesday 6/25
At 9:30 the driver called (house phone even though instructions said to call the cell) and we agreed to a SUNDAY delivery between 9-9:30am. At 11:30, no washer, no phone call, I left for Sears to cancel my order. I was in the process of doing so when the driver called AT 12:30pm to say he was at my house. The appliance mgr asked if he would wait 20 minutes till I got home and the driver agreed. I was home in 15 minutes and my renter said the truck left at 12.35pm. I called the mgr at 12.50pm and told him to run a credit for the purchase.
I am VERY unhappy with Sears' delivery department and was only offered $100 credit for my "troubles" by the appliance department mgr. I feel your delivery team at the Cool Springs Galleria is unprofessional. They lack common customer service skills (i. e. phone calls) and the ability to follow instructions (call the cell number NOT the house number). I wouldn't trust them to plug in a lamp let alone install my washer. This is the last time we make a purchase at Sears.
Company Response on :
We apologize for failing to meet your expectations with the delivery of your washer. We can understand the inconvenience this causes with your time and money. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. At your convenience please contact our office via email at firstname.lastname@example.org so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (cdoylefl) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Social Media Moderator
Sears Social Media Support