Sears Compliment - Excellent Delivery - Again
SACRAMENTO, CALIFORNIA -- In the past two years or so I have ordered (always online, never in the store - perhaps this makes a difference?) and had delivered a convection range, a standard/large refrigerator, a dishwasher, a treadmill and today a mattress. For the most part I have been successful in making each purchase so as to include/take advantage of "free delivery" which is often by way of a rebate and yet I have never noticed a difference in delivery service (e. g., "free delivery vs. paid delivery). Thus far I have not encountered a single delay, unexpected damage/variance nor have I failed to have been informed of a two hour window no later than the evening before. All but one delivery arrived within the first minutes of the scheduled two hour window (today my mattress arrived about 15 minutes early). With two of the deliveries I also had Sears remove the old item - one being the old range and today the old mattress - a "deal" to me for a mere $10 each removal as it would cost me more to have it hauled away and/or be more trouble than the $10 charge.
With each delivery I have found the delivery personnel were polite, professional, attentive and overall precisely what I would expect from a well-run delivery business (from what I can tell, the delivery personnel are likely contracted out as the staff don't always wear a Sears uniform and the trucks don't always say Sears on the sides, but I'm note certain of this point). With each delivery the lead staff person ensured I had a copy of my receipt and always informed me that I would be contacted later on in day by Sears to check on the status of my satisfaction with the delivery process. With all but one delivery I have indeed been contacted and asked several questions (e. g., prompt, polite, professional, helpful etc) and given the opportunity to include my comments and/or ask questions.
Today's delivery, as noted above, was about 15 minutes early (scheduled for 2:00 P.M. - 4:00 p. m.). At approximately 7:15 A.M. this morning I received a call from a Sears representative noting "we have discovered some damage...." and I thought "oh no, here it comes" but the clerk continued with "there are some loose threads..." and in the end she offered to have the delivery made so that I could make a decision of whether or not to keep the mattress based upon my personal inspection. Furthermore, she noted that if I opted to decline the delivery I could cancel the order completely or have Sears reorder and redeliver, without charge of course. In all honesty, I dreaded seeing the "damage" as loose threads soon became "gaping hole" in my vivid imagination. However, the delivery personnel were already aware of the "damage" and pointed out the tiniest of frayed threads on the lower edge of a nonflip mattress - so small was this "damage" that I had to marvel anyone even noticed it in the first place.
I accepted today's delivery (in part because I had already dragged my old mattress to the front door and bid it good riddance in my mind) and was assured the warranty of this rather expensive mattress would not be affected - and I was offered a discount when I called to confirm I accepted the mattress. Granted, the discount wasn't significant, instead it was basically the delivery fee, but I can't help but feel I likely would not have even noticed the "damage" as the mattress was encased in very heavy plastic that was sealed on all sides - I would have had to spend several minutes inspecting every bit of the plastic covering (it was loose-fitting, but very thick and slightly tinted) to have even discovered the "snag" in the plastic that then highlighted the very meager "damage".
When my range was delivered I did not select "installation" as there's so little to "install" on a gas range I expected to do this myself. However, the delivery personnel informed me they hook up a gas range (if already plumbed and/or a replacement of an existing working range) as part of the delivery service. In fact, the lead delivery person took a few minutes to explain the basics of the oven (you'd think an oven was an oven, but he noted the oven would not work if the clock wasn't set and I'm sure I wouldn't have figured that one out given I rarely read the manual to anything!).
When the refrigerator was delivered I didn't have the space for it cleared/ready (in the garage), however the delivery person didn't just leave it with me as I expected, instead he moved it close enough to at least plug it in and verify it was working and that the lights went on, the door closed properly and that all of the "insides" were intact.
When the dishwasher was delivered the delivery staff knew I did not opt for installation and although they were somewhat surprised to find I expected to do the installation myself (it would be my first dishwasher installation, maybe it showed :), the lead delivery person took a moment to write down the main Sears number "just in case you get stuck and want Sears to finish the installation".
So...with so many complaints I have to wonder if the fact that I've only made my purchases via online makes any difference - or, does the fact that my orders are filled from the same warehouse (not sure this is true, but perhaps it's so) make a difference or, do I happen to live in a town (Sacramento) whose Sears stores have fine-tuned delivery to an outstanding level, an anomaly it seems, but welcome. One thing I do know, there is no way I've just been "lucky" as I've made too many large purchases over the past several years and I have not received this kind of steady excellent service from a two other local "big box" stores.