Sears Complaint - The Worst Customer Service Ever
COQUITLAM, B.C CANADA -- Let me start by saying I have never dealt with a more difficult company in my life.
On June 25th, 2009 I went into Sears and purchased a Kenmore stacking washer & dryer (apartment size). While in the store the sales person Ken seemed to know what he was talking about, he explained about the type of soap to buy, and he sold me the required bits and pieces. I picked up hoses and he told me I didn't need them as the hoses come with the washer.
I gave Ken all of the delivery information and two contact numbers my cell phone number and my mothers home number as I was moving into a newly constructed building and the door buzzer had not been installed.
The delivery date was scheduled for July 3rd, between 8:00am and noon. I waited for their arrival until about 2:00pm then called Sears to inquire why they hadn't been delivered my washer & dryer and was informed that they had been to to my address at 8:00am and no one was home. I stated that I hadn't received a call on my cell nor had my mother. Sears informed me that they had attempted to phone me on my cell phone and they had also tried to contact my mother by phone and did not get answer so they left and message with reception. (What receiption I live in a condo). I checked again with my mother and she was home and had not received a phone call from Sears. I found out that the sales person had writen down the wrong cell phone number.
Hear we go. I asked that they return to my address and deliver the washer & dryer as promised, as this was not my fault! I found out very quickly they were not prepared to return and make the delivery as promised on July 3rd they were however willing to set-up another delivery date (isn't that nice of them). I explained to her that I work and that I had taken the day off in order to be available for the delivery. Even thought I explained my position to this woman several times, that I worked and the only time that I would be available to except the delivery would be on the following weekend. She said that they could not deliver my washer & dryer until the end of JULY. Feeling totally unheard and realizing that this was not about customer satisfaction but what was best for Sears, I started to get angery that's when she hung up on me.
I phoned the store and found out that without my consent a delivery date was set-up for JULY 8th between 5:00pm & 6:00pm (I work until 5:00pm and don't get home until 6:00pm).
The store was equally unhelpful and tried to convince me that I was wrong about the delivery dated because their records showed that the actual delivery dated was July 8th.
I finally got a commitment from them that they would deliver my washer & driver the following day Saturday July 4th the first delivery of the day. They showed up at 9:00am on July 4th brought the units up to my suite and promptly told me they couldn't install them because the hoses were to short and by the way these hoses are not recommend for condo's. They said I would have to go to a hardware store and buy hoses (the same hoses I had in my hand in the store) and set-up another installation date. They dumped the washer and dryer in my living room and left.
Again I phoned trying to get serves and express my frustration and was getting nowhere very quickly. I finally get hold of someone named Dave in there CUSTOMER I DON'T CARE DEPARTMENT and he was a bit more helpful and offered to credit me my delivery cost and give me some gift certificates, (Big Deal)I told him I would think about it, because I was considering returning the washer & dryer. He told me to call back when when I made a decision. A little while later I attempted to contact Dave only to find out that Sears has 3 call centers, and they have no way of talking to one another. I was informed that I would have to continue to phone the Customer Care line until I got the Brampton, Ontario call center. WHAT'S WRONG WITH THIS COMPANY!!!!!! (Oh don't raise your voice or you'll be told that they don't care for your tone of voice).
Stupid me; I bought the hoses and set-up another installation date and now have wasted 3 days, 2 of which were vacation days that I'll never get back.
When they return to install the units they informed me that the plug on the dryer was to short to reach the wall plug and that they would not be able to install the units until I have the wiring moved (in a brand new building) "I don't think so". The building manager came up and said that the wiring couldn't be and won't be moved and that they needed to figure out away to hook them up. THEY FIGURED IT OUT, THEY LEFT THE WASHER & DRYER IN THE MIDDLE OF MY HALLWAY IN FRONT OF MY FRONT DOOR SO THAT I COULD ONLY OPEN MY FRONT DOOR WIDE ENOUGH TO SLIDE THROW AND THEY WALKED AWAY. Here's the kicker I have yet to hear from Sears and I writing this July 23rd, 2009 a full 3 weeks later. FOR ALL THEY KNOW THE WASHER & DRYER COULD STILL BE SITTING IN MY FRONT HALL WAY.
In the end my building manager hooked-up the washer & dryer and moved then into there place. Without moving the electrical.
If you like stress, inconvenienced, and being treated with disrespect Sears is the store for you. I will never shop at Sears again and will continue to tell my story to anyone who may be considering buying anything from Sears.
I have a question for Sears and their investors how long do you think you can continue to provide this type of service and stay in business?