Sears Complaint - Sears is the WORST!!! And they do not care about there customers!
We purchased a Samsung refrigerator from Sears at the Deptford Mall in New Jersey. The delivery was scheduled for this past Tuesday. When they brought the refrigerator, we told the delivery person that it was not the refrigerator we purchased. He told us he had to leave it and we must go back to the store where we purchased it to rectify the situation. (We honestly believe they took the wrong one off the truck, but were more concerned with their 2 hour time frame than giving us the right refrigerator). So, they leave and we call delivery. They can't help us and tell us to go to the store. We drive 40 minutes back to the store in Deptford. Upon our arrival we speak to Lee in appliances. We ask him to speak to a manager. He agrees to get one, but says he will also look into the problem. He says the model # we ordered is wrong in the system and that is why a Frigidair was delivered, and not a Samsung. We told him a Samsung was delivered, but it was the wrong one, and we still want a manager. He continues to help us by rescheduling delivery of the correct one, and pick-up of the other. I'm sure you can see the forthcoming problem. We have the refrigerator for 2 weeks hoping it doesn't get scratches, and transferring our food AGAIN. Okay, thanks Lee, we still want a supervisor. Nothing. Upon our third request, he picks up the phone and calls the 1-800 delivery # (who we told him instructed us to come to the store) and puts us on the phone. We have the same conversation as before, except this time they want to send us a $50.00 gift card for the inconvenience. No Thanks! We definitely to not want to be forced to spend more money in their store for our inconvenience. We do not think we were being unreasonable for instead asking that the $75.00 delivery charge be refunded. They said no. We hang up and, for the 4th time, ask Lee for the manager. Lee pages "Shari G" to appliances 4 times. He then calls a " Code 2" in appliances twice. Nothing. He and two other employees search for her on foot. After 40 minutes, Shari G finally (and the only word I can describe her demeanor with is ) SCHELPS to us with a "what do these people want" look on her face. She says this is not her problem, it's delivery's and she can't do anything for us. So, delivery says go to the store, and the store says call delivery. Why are we doing so much work for Sears' incompetence, and they do nothing? So we leave the store completely unsatisfied, no, FURIOUS! I call delivery the next day and finally get someone that speaks English. She was helpful but again said they could give us a $50.00 card for our inconvenience. Again, only doing themselves a favor by forcing you to buy from their store. I refused the gift card and said I thought it was only fair to refund the delivery fee. She said only the store could do that. I explained that we felt like a ping pong ball, and I wanted this rectified today. I asked her to call the store on 3-way. She agreed. After putting me on hold, she said the store could not locate a manager...Again. She tried a second time and hung up. I called back and spoke to Yolanda. Yolanda was also nice and said to call her back after we get the second refrigerator and she will see if she can refund the delivery, but only after she makes sure I didn't get a $50.00 gift card (that I refused several times) We'll see what happens but I am not confident in the outcome. The customer service is actually disgraceful! The worst part is we just bought a new home and needed a fridge, 52" TV, 37" TV and stove. I opened a appliance credit card with $7000.00 to purchase them. Thankfully I only bought the fridge so far. The other purchased will certainly be made elsewhere! So I need to take a total of two days off of work, which would be fine if I could take a vacation day, but we are forced to use furlough days before any other time, so two days without pay because of Sears' incompetence, and they won't even refuind the delivery fee!