Sears Complaint - Broken Promises & Lies
ROCKFORD, ILLINOIS -- Below is a letter I am writing to corporate of Sears in Hoffman Estates, IL By the way, I have yet to receive my refrigerator, which is scheduled for tomorrow, so I may still be adding yet more information.
September 3, 2010
To Whom It May Concern;
On Saturday, August 28 2010 my husband and I went to your Cherry Vale Mall store to purchase a Kenmore 25cu/ft French Door refrigerator. We originally requested delivery for the following Tuesday, August 31, 2010, but had to cancel that date due to our inability to get time off from work to be home for the delivery. We were able to take off and rescheduled the delivery for Friday, September 3, 2010 and received the confirmation call the evening prior stating that our new appliance would be delivered between 10:45am and 12:45am on that date.
My husband came home early from work that morning in order to assist with the delivery, and hook up and to be able to put doors and frames back up on doorways that had to be cleared for the appliance to fit. However, our refrigerator did not arrive by the time promised, so at 1:15pm on the 3rd I called the delivery phone number we were given and was told that they came to our door and no one was home, so they were not able to deliver our order. Now, that is lie #1 because as I said, my husband had come home early from work (mind you, after working on 3rd shift all night and not getting off normally until 12 noon), and I was up at 7am to remove the perishables from my old refrigerator, put them into coolers, and to have it ready to be moved into our basement. So there was no way we were not home at the time of the supposed delivery. While on the phone the woman put me on hold and I was picked up by another operator whom apologized for my wait and that he would put me back on hold so my original operator could pick up my call again. Well, she never came back on the line, but another woman came on that was extremely helpful and apologetic. She then said that a note that was on our order stated that upon a phone call that was made TO US this morning that we said we weren't going to be home at the time of the delivery and would have to reschedule. Lie #2 because a call was never made to our home from your delivery people today.
I was finally turned over to a manager presumably from your delivery office and she did some research stating that my order hadn't even been delivered to the warehouse from the manufacturer and was not expected until Saturday, September 4, 2010! Now how is this possible when we were told on Saturday, August 28, 2010 that it was in stock and could actually have been delivered as soon as Monday, August 30, 2010, but we elected to make it on the 31st instead so we could make arrangements to get off from our jobs? Would we have taken another day off from our jobs without pay and been disappointed yet again? We took today off from work, without pay, and my husband left work early and lost pay and we still don't have our refrigerator in our home. Is this excuse yet lie #3? This is a serious disappointment and total inconvenience to us and we have strongly considered totally canceling the order. The manager at the delivery office offered us a $25 gift card, but we felt that this was just a band-aid for these circumstances.
I have also called the management department at the Cherry Vale store and have very gratefully had our delivery charge refunded, which is very much appreciated. However, how does something so complicated as this happen in the first place? Why weren't we called immediately, even prior to the original delivery date on August 31st that our appliance wasn't in the warehouse and would have to be postponed to another date?. As of now it is scheduled for Sunday, September 5, 2010, however it is an inconvenience since this is the Labor Day holiday weekend and we do have plans. I told the manager at the delivery site that it had to be here before noon on that date because we had family plans. We are also having a party at our home tomorrow, Saturday, September 4, 2010, and were planning on having two (2) refrigerators in which to be able to put the perishable food in, but that won't be happening.
We feel that a $25 gift card and having the delivery charge refunded is not enough as a compensation for all of the inconvenience & frustration we have had to suffer. We have lost income due to your error as well as the disruption to our home until the refrigerator is delivered, if it is truly delivered on Sunday, September 5, 2010. We will believe it when it is truly sitting in its spot in our kitchen. There should be more of a recourse for this atrocity of an error on your part. At this point we will find it very doubtful that we will be making any further large purchases from Sears due to your lack of courtesy and responsibility to the consumer and will also be telling our family and friends how irresponsible Sears is when such a purchase is made.
A letter of apology from your establishment is expected so we know that someone of authority truly read our letter and will have the issue addressed with the parties responsible.