Sears Complaint - Sears takes no responsibility, offers no solutions
WILMINGTON, DELAWARE -- Sears Retail Outlet
The Tri-state ought to know that Sears Retail Outlet outsources their appliance deliveries and offer no responsibility or solution when one of their companies fails to provide professional, timely and quality service. My husband and I purchased a refrigerator on Saturday, May 29, 2010. Because of the holiday, it could not be delivered until Thursday, June 3, 2010 and was two hours late after their delivery time. They never called to inform me; I had to "hunt" them down. Then I received at 8:30 P.M. what was to be expected, two tired men, providing poor service. I was left with a frig in front of the space, blocking an alternate entrance to the kitchen. That morning, I realized the refrigerator was not cooling and after several attempts to call, my husband walked directly into the store, but Sears would not send out a repair person until the following Thursday. They did however agreed to exchange the item for another one and offered a delivery for Sunday, June 6, 2010. We were scheduled to be the 2nd stop, but two hours after delivery time, no call from Sears or anyone. Again, we had to contact them, but they had no information and could not get a hold of their truck driver. Several hours later, still no refrigerator, no call from Sears, my husband went back to the store to complain and was told that the delivery site was closed and they had no further information until tomorrow. They denied my husband's request to borrow a mini frig while this matter was resolved. We have a 3 year old and eating out is not the best nutrition for him or us. Sunday night we both tossed and turned in our bed thinking about the poor service we received from Sears and of broken refrigerators and wondering if this nightmare would ever be over. This morning, again my husband had to make the calls, the delivery department offered no explanation but agreed to set up delivery for tomorrow and the manager at Sears said he would "see what he could do" and would call my husband back, but has since not returned our call. My husband put his foot down and demanded this be resolved by noon today or he was taking his business elsewhere. I was informed by my mother (because we have to work) that as I write at 11:15 A.M. the Sears delivery truck is pulling up in front of our house with a promise that they have our refrigerator and will be removing the defected one. I hope this letter serves so that no one else has to ever endure this service. I wish I had known.