Sears DELIVERY Complaint - SEARS Deceptive Delivery Service
First of all...I want to say that this experience has been extremely un-American. "Ever wondered what happen to old fashioned American Customer Service?" Well this is a perfect example.
I saw a Washer I wanted from Lowe's Texas City, TX, It was on sale & the last day of Sale was 1/10/11. I could have picked up one manually in League City, TX that day 1/10 or had it delivered by Saturday the 15th. So I called Sears, Texas City, TX to see what they had & asked about their delivery service.
Sears was willing to match the item price & get it to me by Wed. 1/12, so I went over to Sears & purchased the washer, at the checkout I was given a Thurs. delivery. I was Mad! At that point it was too late to go to Lowe's & get the item, I felt lied to. So reluctantly, I accepted the Thurs. delivery. I was called on Wed. & told my item would be delivered on Thurs. 1/13 between 2:15 & 5:15...so I ACCEPTED.
I stayed home & scheduled ALL APPOINTMENTS around Thurs. (I have 3 small children & we had a major out of town trip scheduled for Friday at 5AM). So on Thurs. at 12:30 I was given a call by Mrs. Louise CD UNIT# 82013 Central, TX....stating that unfortunately something had come up & item was undeliverable until the weekend. I was LIVID! She tried to provide what customer service she was allowed to do & re-scheduled me for Sunday P.M. I AGREED. I told her several time's it needed to be after 5PM. She explained it would be at the same time as Thurs. schedule just when they call for confirmation to ask for the latest time...she'd make a note.
Friday 1/14/10 I received a call while out of town that our delivery would be scheduled for Sunday & (...no time could be provided?) so to please accept or not. So I ACCEPTED, knowing the discussion with Mrs. Louise.
Sat. 1/15/10, I received a phone call at a "God awful Hour" of the evening, that my scheduled appt. would be at 10:30 AM-12PM on SUNDAY (WOW! what happened to the evening appt.???) The call said if I couldn't accept to call back? So I did & was routed to somewhere out of the USA. (TOTALLY NOT ACCEPTABLE!) I was told to call back in the morning & request the Warehouse to change the appt. after I was sooo rudely given the...."I cannot tell you if I am in the USA or not & cannot tell you, so I cannot transfer you TREATMENT."
I called Sunday early AM (9AM). I reached the OUT OF USA Service Center. Requested the USA...after about 30 min. of arguing I got he USA...(AZ Center). I was then told a Delivery Team would contact me regarding my troubles. So a few minute's later a call came in while I was on the phone with the Delivery Driver. I answered & spoke to a AZ representative The representative said to ask Delivery driver to schedule me for the later time. If he couldn't he's place me in the schedule for Monday Morning. So I spoke back with driver...he was of NO help & couldn't speak ENGLISH! So the AZ representative contacted me back & rescheduled it for Monday morning if the Deliver guy didn't show up.
We arrived home at 5 PM on Sunday. No delivery guy nor delivery after 5PM...we WAITED & WAITED! I called the Call Center...WAS ROUTED OUT OF THE USA AGAIN! I requested a local USA office &w as given...ONCE AGAIN... the run around about not telling me wether I was in USA or not & NOT getting me routed to USA. So I was finally told once again to call in the AM to speak to the Warehouse DIRECTLY.
I started calling at 7AM Monday morning to get the Monday delivery time & unannounced to me I was given a schedule of Tues. I DID NOT SCHEDULE FOR TUES.?
So I began the calling to get that fixed...WHAT A JOKE! Then I went online to find where to call for complaints & BOY I TELL YOU I found a loud of people with the SAME problem as me as resent as this week. ( http://www.my3cents.com/companyReview.cgi?compid=211&subcat=12 )
I got VERY concerned & called a Blue Crew Number online. then finally I was routed to the WAREHOUSE after 6 Days & 3 hours of on the phone Monday. I got (Judy Schauer at the TX Warehouse). She finally scheduled me for 1-3 today but it took Crying & getting upset & several hours of my PRECIOUS time to get this.
I want someone to see these complaints & notice that with this economy in USA right now, that having horrible Customer Service will only eventually ruin a business & ruin the jobs it's attached to. That I am a Human being with my own agenda & needs & that I had a reason for getting the Washer by Thurs. & that I needed it badly & didn't deserve my trip being ruined, my calls to be routed out of the USA, & days to be ruined by insensitive, unapologetic, self absorbed non-English speaking customer service reps. that do not care how they handle their position. I have lost $ & time over this & need some compensation for this nightmare.
BECAUSE OF THE re-scheduled delivery I had to purchase $65 in clothing NEEDS for my family while on this important trip we had to take. I have 3 small children & a spouse that had needs. I had to then because of the botched Sunday delivery, purchase an additional $35 in clothing needs. We were late checking out which cost an additional $25 fee because I was on the phone for 3 hours Sunday trying to resolve a schedule problem that NO ONE cared about. Louise Chocan in AZ. is rude inconsiderate & I will peruse his reprimand for what he did to me 2x. I also spent 3 hours Sunday waiting for the delivery truck which cost me $45. So total I am out $170 plus a lot of tears, a lot of dysfunction & time that is very valuable to me & my family. I haven't purchased from Sears since the 90's & at this point I WILL PROBABLY NEVER PURCHASE FROM SEARS AGAIN THAT I DO NOT GET ANYTHING IN WRITING & I WILL MOST LIKELY LOOK ELSEWHERE FIRST. So from this point, hopefully you can can see the troubles I & others are having & MAKE A TRUE CHANGE...Use ZAPPOS. COM as an example...Target isn't too bad, & Lowe's has a decent Customer Service Satisfaction system.
***IF YOU LOOK YOU'LL SEE A PATTERN HERE AT THIS COMMENT SITE...LOTS OF FOLKS WITH SIMILAR ISSUES. IT SEEMD I'D HAVE BEEN BETTER OFF BY BUYING THE LOWES PRODUCT & FIGURING OUT HOW TO GET IT INSTALLED MYSELF. I'D BE SO FAR ALONG AT THIS POINT!
“Integrity is more valuable than riches.”