Sears Appliance Installation Complaint - Poor Customer Service!
HOUSTON, TEXAS -- Friday evening, June 3, my husband and I walked into a local Sears store and purchased a refrigerator. We set up delivery for Monday, June 6. We were told the delivery service would call and set a delivery window as to when they would deliver.
Monday morning, I received a message on my answering machine at 7:30a. m.from the driver of “Appliance Installation” saying he was scheduled to deliver the appliance between 1:00pm and 4:00pm today, for me to please call back and confirm. At 8:00 A.M. I called and confirmed the delivery time of 1:00-4:00 pm to the young man who answered the phone. His response was, “I will call the driver and let him know.” I also called twice more during the day to confirm we were on the schedule for 1:00pm-4:00pm. My sales representative also called me to say he had called the delivery company and confirmed the delivery. At 3:50, I called yet again and was told my 'window' was from 11:00am - 3:00pm and they'd already come and gone! My daughter said they’d left a “sorry we missed you” note on the door. The time on the note was “12:00”. My daughter and son left for lunch from 11:30 – 12:30. The only time they left the house all day!
THIS IS UNACCEPTABLE! What happened to the 1:00-4:00 CONFIRMED TIMESLOT? When I told the delivery dispatcher they had to come back out, I was told, "No Ma'am, he is out of the area and there is no way they are coming back tonight." I contacted my sales representative and he and the Supervisor tried to contact the driver. They left messages, but were never called back. I am not surprised. The error was Sears Delivery Service (most likely a third party delivery they are paying cheap), so they don't care!
I called the delivery service this morning at 7:35am to find out what was going on with the delivery. The driver from yesterday is now saying the time-slot yesterday was scheduled for "between 11:00 - 2:00". When I told him I had his message recorded on my answering service, he changed his story yet again and told me “you never called to confirm the delivery time." When I told him I called at 8:05am to confirm the time, and called to check the status of the delivery at 2:45pm and again at 3:50pm, his last ditch effort to make it appear the customer's fault, was to ask "who did you speak to?" This guy is fabricating from one conversation to the next to cover his errors!
My refrigerator is now on a different driver's truck for delivery between 2:00 - 5:00 today. I had to call them this morning at 7:35am to find out what was going on with my delivery! I know my sales representative called them several times yesterday after the incident, and he was supposed to request first thing in the morning delivery. However, I found out this morning that I am last on the list!
I am angry that I have wait yet another day for my appliance because of an error on the part of Sears Appliance Installation. I am equally furious that people who represent SEARS APPLIANCE INSTALATION would fabricate and manipulate to make it appear it's the customer's fault when they fail to do their job. I intend to file a formal complaint with Sears and "Appliance Installation", about this driver, his fabrications and the lack of customer support and service!
Sears “Appliance Installation” is the worst in customer service!