Sears Complaint - Horrible Service
LOS ANGELES, CALIFORNIA -- My husband and I wanted to install central air and heating in our house, so I called Sears to get an estimate. I was told that a salesperson would call me within 24 hours to set up a time to meet me at our house. A man called within the hour and said he could come out at 10:00am on Friday, which was fine. Then Thursday at around 6:00pm he called to say that his car had broken down and he wouldn't be able to make it. Could we reschedule for Monday at 10:00am? I said okay. Monday rolls around, and by 10:30am, still no salesperson. I call the salesperson's number (his cell phone, which he'd given me), and he says, "Oh, I thought we said 11:00am. I'll be there a little after 11:00am." So I wait until 11:00am, and by 12:00pm, still no salesperson. I call him back on his cell phone, only this time he doesn't answer at all. So I call the 800 number for Sears and tell the woman who answers the problem - they tell me the "district manager" will call me back. By 1:00pm, still no phone call. I call the 800 number again, explain the whole story again, and the idiotic woman says "so why do you want to talk to the district manager?" Finally she puts me through to him, where I explain the story AGAIN. He apologizes profusely and tells me he'll get another guy on it, who will call me with a new appointment time. The new guy calls within the hour. I tell him I can meet him Tuesday at 10:00am. He says "will your husband be at home?" I say no, he works during the day, so it will just be me. He says "Oh. I just like to talk to everyone in the house. It's not because you're a woman or anything. It's just a lot of information." Before I can think to be angry about this comment, I say well, I can see if he's available to come home. Then he changes his mind and says, "I don't want you to have to mess up his schedule. I'll just talk to you and then if he has any questions he can call me." If he had been talking to my husband he would NEVER have asked "Is your wife going to be home? If she has any questions, she can call me." This guy knew nothing about our household, about who makes the financial decisions, or that both of us are the breadwinners - he just assumed that my husband would make the ultimate decision, and I was just a feeble-minded intermediary who was not to be trusted with any kind of basic information. I don't know what they're training these people to say, but it's basically turn-of-the-century misogynistic sales techniques. Needless to say, I cancelled and complained (in answer to which I received profuse and meaningless apologies). In the future I will avoid their store and services and go where my business is wanted.