Sears Complaint - Sears Causes Customers To Chase Their Own Tails Repeatedly
HICKORY, NORTH CAROLINA -- As you read this lengthy saga it will be crystal clear that Sears customer service representatives can only toe the company line. They are unable to read and make the right decisions for the sake of the customer.
RESPONSE FROM SEARS TO MY EMAIL (SEE BELOW)
We apologize for any inconvenience you may have experienced with the delivery of your merchandise. We want to make sure your issue is addressed. To better assist you, please contact our Home Delivery specialist at 1-800-SEARS-47 (1-800-732-7747) for assistance.
Sears Holdings Corporation
Original Message Follows:
ORIGINAL EMAIL I SENT VIA SEARS CUSTOMER SERVICE WEB SITE:
Comments: I am compelled to write to share my frustrating experience in a recent purchase and subsequent delivery--or rather a future delivery.
On 4/4/08 I ordered a new fridge at your Hickory, NC store, that would be delivered on 4/24/08. I already knew I could have ordered it from Lowes Home Improvement and had it with in two weeks, but I was willing to wait the additional week because of the value your promotion offered.
In hindsight it would have been worth paying more so that today, 4/26, I might be enjoying my new appliance.
Your delivery service attempts to give off the idea of being organized and prompt. Why I was receiving phone calls starting Monday 4/21 about my delivery. When I returned that call (silly of me thinking they were ready to deliver EARLY!) they told me I had a delivery scheduled for Thursday 4/24. THIS I already knew but how nice to play phone tag, go through the phone tree to find it out again. They also let me know they would be calling back on Wednesday evening with the information I STILL needed-the delivery time.
Tuesday 4/22-yet another call from delivery letting me know I had a delivery scheduled for Thursday and I'd be receiving yet another call on Wednesday evening with the time. (More phone tag and phone trees) WOW--you like to keep your customers informed (and annoyed)
Wednesday 4/23-the long anticipated call arrives with a delivery time that now won't work for me-the customer. I foolishly attempt to ask that they deliver Friday morning only to learn it does not matter WHEN it is convenient for ME--the paying customer, it is only going to be delivered when it works for Sears.
When I'd ordered the fridge I wish they just would have told me "Pick a day you have nothing better to do than be available all day long for the sake of Sears Delivery". At least part of this story would have been avoided.
I requested that Saturday 4/26 be my new delivery date for the fridge they were ready and willing to deliver on Thursday.
Friday morning-yet ANOTHER phone call alerting me that I would be receiving ANOTHER phone call that evening with the deliver time.
(Thanks for the warning)
Friday evening I receive the LONG awaited delivery time to Saturday and I am excited. My old fridge is on it's death bed. The freezer has gone out during this waiting period and I'm fearful the whole thing will die before the new one gets here.
Saturday morning 7:01 a.m. (would YOU like a wake up call that early on YOUR day off with BAD news????) Delivery driver has my water hose but can't find the fridge. WHAT???
He was going to call me back in 5 minutes. An hour later, I called him-still no fridge, he'd call me back in 5 minutes.
WHAT the heck is up with Sears that you have all this time to keep calling customers back? Surely your payroll could be better utilized I'm sure.
Delivery man did call back this time to tell me Sears would be contacting me (At this point 10:51 a.m. I'm still waiting)to explain that I WILL NOT be receiving my fridge today after all.
I finally contact the delivery dept and go through phone tree, repeat the same info to the person that answers to learn that my fridge has been ordered AGAIN and will be in the warehouse on 4/29 and could be delivered here 4/30. I am out of state then.
I feel Sears should make the accommodation at this point to deliver my $2000 purchase at a time convenient for me which is Thursday 5/1 in the morning. How much hassle to I have to go through to give your company $2000? Where does this make sense to you?
Delivery service refuses to assist. I called customer service who sounded as if they are going to help me only to give me right back to a delivery service operator.
I am beyond frustrated and aggravated. There was a fridge for me on Thur 4/24 but because I postponed delivery the fridge is gone. No one can tell me for sure what happened to it, but all imply it became damaged. If your warehouse is that careless what is going to happen to this second fridge that has to sit and wait an extra day before being delivered??
I will hope that this email can be reviewed by someone of decision making ability to satisfy a customer and that they will be able to save this purchase for Sears.
As a side note: I was offered a $50 gift card this morning when I first contacted delivery services. Later after the customer service rep transfered me back over to delivery, that operator offered a $20 and then she upped it to $30 gift card before I said a word. I was offended because I'd already been offered $50 and felt she was not being fair with me. When I mentioned the previous gift card offer she then finally read the notes on the issue of which we'd been discussing already for 10 minutes. I feel as though she was only repeating the "company line" and not really trying to understand the frustration of a customer. The gift card issue doesn't really matter-I won't be shopping Sears in the future, but it is another example of how haphazard this entire process has been run.
If this had been a frustrating or annoying email for you to read-welcome to my week and how I feel about Sears Delivery.