Sears Complaint - The delivery that never shows up (or 3 wasted Saturdays)
I purchased a trim kit for my Bosch microwave on 3/21/10. I was informed at the time of the purchase that the item could not be delivered until 4/10/10. While this was a later date than I would have preferred, I none the less accepted it. On 4/10/10, I waited around all day with my 2 boys (age 2 and 16 months) and then at nearly 4:00 pm was informed that the delivery was indeed not going to show up as the merchandise never arrived from the manufacturer. I was then informed that the soonest that the trim kit would be delivered was 05/01/10. I was certainly irritated, but agreed to the late date (more than 5 weeks after my initial purchase).
Prior to 05/01/10, I again received the typical automated phone calls as well as speaking to a live person who guaranteed me that the trim kit had arrived and that it would be delivered within a delivery window between 1:15 pm and 3:15 pm. I again planned another Saturday around Sears. While rushing around so that I would be home in time, I accidentally left my purse on my car containing my child's asthma and allergy medicine. Some gracious family found it and found me via my bank. I then tried to call Sears to find out where my delivery was at 3:45 pm so that I could leave and pick up my purse and was informed by an operator in Bangladesh that it was on the way. I told this person and the subsequent 5 others that while they may believe that they have spoken to someone promising that the delivery was on the way this was not possible because in order for anyone to find my house they must first call me because my street address is so new it doesn't show up on a GPS. I then was hung up on twice and for the last time at 6:15 pm.
The following day, I went to the Sears store where I purchased the item and spoke to some very nice sales people as well as a manager from the lawn and garden dept., as the manager from the appliance dept. doesn't work on Sundays. The manager from the lawn and garden dept. indeed refunded my money for the purchase. He attempted to track it down with little success, and told me that it was scheduled to be delivered on 05/08/10. He also mentioned that in his opinion this was unlikely to occur.
Once again, prior to 05/08/10, I received the typical automated phone calls stating that my delivery was scheduled between 8:15 am and 10:15 am. I took little faith on these calls, but did plan to stay home again on a Saturday with my children. I was shocked when a driver called me at 7:00 am to remind me of the delivery. Then again, a driver called me at 8:45 am to ask for directions. However, when 11:30 rolled around and no delivery was made, I called the cell phone of one of the drivers that had called earlier and asked if they were ever showing up. He informed me that no they weren't as my trim kit was never put on the truck and that customer service was supposed to call me to let me know.
How is this possible? As one of the "customer service" representatives informed me today, perhaps it was my fault for purchasing the item that I did. After returning to the store again, I had yet a fourth delivery date scheduled for 05/12/10. I then thought that I would try to call their corporate "customer service" to confirm this. After 45 min., I was told that indeed my item will not arrive until 05/15/10. I don't believe it!!!!
Who are these people. I can understand that the trim kit is made in Germany and that the company is probably waiting to make it until there are enough items to process the order. What I cannot get however is how Sears can schedule delivery after delivery after delivery and not show up and not even call. This occurs because a)their customer service for deliveries is outsourced to Bangladesh, b)their secondary customer service is in Texas while I live in North Carolina, c)their regional warehouse is in Tennessee and cannot be contacted and d)their local warehouse can also not be contacted by customers. All of this creates a lack of accountability to anyone, as well as huge lapses in communications. Overall failure on the part of Sears where I have spent over $5000 in the past few months on my new house on a refrigerator, grill, microwave, lawn tractor and repair to gas range.
Just don't waste your time. While the cost of the item was refunded to me, it does not nearly compensate me for the 3 wasted Saturdays I've spent SO FAR waiting (not to mention the repair I had to get on my stove to fix what their repairman botched).