Sears Complaint - Do Not Use Sears Delivery!!
PITTSBURGH, PENNSYLVANIA -- 12/26 - Bought a Kenmore freezer delivery scheduled for 12/27.
12/27 – AM - Freezer did not arrive with some poor excuse about the weather. It was 70 degrees and sunny on that day in Pittsburgh. Rescheduled delivery for 12/28.
12/27 - Purchased an LG refrigerator, delivery scheduled for 12/28 along with freezer that never made it earlier in the day.
12/28 – Delivery arrived, Freezer did not. Refrigerator was severely dented. Returned and new delivery scheduled for 1/3 for both items.
1/3 Freezer delivered but had dents in the side, took $110 sears gift card in exchange of dent damage.
– after driver left removed tape from key area and found a large dent on the key hole. Scheduled exchange for 1/5.
1/3 Refrigerator delivered but painted over scratches found in door! How can LG/Sears sell a product that has touch up paint over two large scratches?! Do you think someone wouldn’t care? Exchange scheduled for 1\5.
1/3 talked to Latoya who appears very helpful. She confirmed the reschedule items for 1\5 and also ordered a “pink & shrink” which means they will inspect and shrink wrap each item prior to delivery. If items are damaged we would get a call. She was to transfer me to a supervisor Diana. Diana promised my delivery would be after 4PM on 1\5.
1/4 - 6 PM I got a phone call stating the system automatically scheduled for delivery between 12:30 and 2:30 on 1/5. What happened to the after 4PM promise? I called a delivery specialist and was told no matter what the supervisor said my times could not be changed. I asked to speak to a supervisor. The delivery specialist told me that a supervisor would just tell me the same thing. I again asked to speak to a supervisor. After 10 minutes of arguing about getting me a supervisor, she said she would get one, and then I went back into the waiting queue, only to be picked up by another delivery specialist 15 minutes later. I finally did get to talk to a supervisor, and he said he would e-mail the warehouse to move my delivery to the last stop of the day.
1/5 – Driver called at 11:30 AM and said he is 30 minutes out. I explained that I was to be the last stop, and he basically told me that’s not how it works. I explained that I talked to a supervisor and that it was to happen. He got an attitude and told me to call delivery to reschedule. I called and rescheduled the delivery for Tuesday 1\6. Hoping to get a later delivery slot. At 6PM we got an automated call that delivery was scheduled for 11AM. Wife talked to another delivery specialist and he said he was sorry, and that he would definitely schedule the delivery to be the last stop.
1/6 - My wife called off work for this delivery, since she was certain delivery would screw it up anyways, which they did. They arrived at the house at 11AM. They only brought the refrigerator, no freezer! At least this time the refrigerator wasn’t dented, scratched or mangled in any way.
1/6 – Wife talked to a delivery specialist supervisor AGAIN to ask about the freezer. We again asked for late delivery, and again were promised, and again got a phone call at 6 PM stating a delivery time in early AM. Instead of fighting and getting empty promises I told my wife that I would make arrangements with my office to get there if they would give me an hour lead time.
1/7 – Finally got my freezer at 11AM, no late delivery of course, as was requested. It was not “pink & shrinked” as requested.
As of 1\7 – This was the sixth scheduled delivery date. Both items had to be returned twice due to dents\scratches. There were a ton of broken promises, both with numerous delivery times, pink & shrink, etc. There was the sneakiness of Sears & LG trying to pass damaged product as new. I was on hold with customer service for a total of 10 hours relating to at least 7 calls. I was passed around within the Sears customer service line to many different people. Many customer service individuals were rude, with two of them telling me I couldn’t talk to a delivery specialist supervisor. I tried to remain civil in discussions, but resorted to anger when this happened, and then finally got to talk to a supervisor.
If this is what you call good customer service, no thanks...I’ll buy my products elsewhere.
I will sent this document to everyone I know. I will post it on numerous websites...and even turn what I consider fraud (Painted over scratches) into the attorney general...unless I get a call from a regional manager at Sears with an apology and what he is going to do for me. A free extended warranty on both products, or all future products I buy at Sears would go a long way.