Sears Complaint - Very frustrating experience with Sears Delivery
SAN DIEGO, CALIFORNIA -- My wife and I just moved to a brand new condo. On April 28, I went to Sears to place an order for a Frigidaire stackable washer dryer combo.
I paid cash and asked for a delivery at our condo schedule for Saturday May 6.
I remember asking specifically if I need to purchase any other part to complete the installation and the seller told me that I didn't need anything.
On May 6 at 1pm, two Sears delivery guys come to deliver and install the unit.
The unit was to be installed on the second floor in a closet.
One of the guy take a look at the closet and told us we need to buy a flexible vent pipe in order to install the unit.
First of all, I was surprised that they didn't carry this part in their truck. After all, they install units like these ones all day long.
I was also surprised that Sears didn't tell me about that when I purchased the washer/dryer combo two weeks ago.
The guy was kind of rough with us and trashed our nice place (We had to clean the carpet after he left).
He told us to go to Home Depot, get the missing part, and then call Sears Customer Service number to let them know that we have the part and then he would come back the same day to complete the installation.
The guy has guaranteed us that, as long as we get the part and call Sears before 5PM, he will come back before 6PM since he was working in the area all day.
So we immediately went to Home Depot, came back home 20 minutes later, called Sears and guess what? The guy never came back.
Talking with the Sears representative, I actually learned that, as soon as the guy went back to his truck, he notified Sears that the appliance had been delivered and that, because we were missing a part, he was not able to install it and someone would have to come back next week!
So the washer / dryer combo is sitting in the middle of our living room since Saturday. We can't move it because it's 400 lbs and my wife is pregnant.
I was really frustrated and called Sears again on Saturday to ask what was going on.
The lady told me that the delivery guys are not employed by Sears but they are contracted. She said she would fill a complain against this driver and she would make it up to us and someone else would come on Monday to complete the installation.
She said we would get a phone call Sunday after 6pm with our delivery time.
I never received this phone call. I called Sears again first thing Monday morning,
The lady tells me that her computer is showing that the item has been delivered and so she asks me why I am calling ! There is not a single note about how the driver screws the installation, left the unit in our living room and trashed the place.
This is totally unacceptable! With no doubt, this is the worst delivery and customer service experience I have ever seen.
I had 2 others deliveries this weekend (1 furniture store and 1 mattress store) and everything went smoothly. Nice and polite people who both made an inspection before they left to make sure they didn't do any damage.
I am very frustrated and for sure, I will never buy from Sears again.