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Sears - Sears Does NOT Deliver
Posted on Sunday, November 11th, 2007 at 6:04pm CST by c0523d09
Product: Bed Frame
I had a situation with Sears that lasted for over two months. Below are the facts on my complaint:
On 7/19 I made a purchase from Sears.com for a King size mattress, foundations, and frame. Later that week I received an automated message on my cell phone stating that I needed to call Sears in regards to my order and was provided with a 1-800 number. I called and they stated that my delivery date was going to me Friday 7/27 and that I would need to call the 1-800 number after 6 pm the night before my delivery date.
On 7/26 I called and received the delivery timeframe of when the bed would be dropped off. The time was something like between 8:30 and 10:30 in the morning. Since I had to work that day I asked my brother-in-law to be there to sign for the items and direct the delivery men on where to put my bed.
On the morning of 7/27 I received a call at work from my brother-in-law stating that they had delivered the wrong frame (queen size) and wanted to know what I would like to do. I asked him to tell the deliverymen that I would like them to take the wrong frame back and deliver the correct frame. That night when I got home from work my brother-in-law told me that the delivery men had left the incorrect frame and said they were going to ensure I received the correct frame within 24 hours and would call my cell phone.
On Sunday 7/29 in the afternoon I had still not heard back from the delivery men and was irritated at sleeping on the couch (since I had given my old bed to my cousin on 7/26). When I called Sears.com at their 1-800 number I was disappointed and not pleased to be told that the deliverymen had not gone back and corrected my order as they had stated they would. I was then told that what I needed to do was request an exchange. I did so during that same conversation and the lady I was speaking with placed me on hold and after she spoke with delivery stated that they could deliver the correct frame on 8/3. I asked her if she could have it delivered sooner because I was in an extremely inconvenient situation without a bed. She told me that they could not but that she would give me a $50 gift card for my troubles. I was not happy with the situation but after being told there was nothing else I could do I accepted the gift card and hung up.
On 8/2 I called the 1-800 number and received the time of delivery for the new frame, which was between 1:30 and 3:30 pm. I took off work to be home for this delivery. To my shock and displeasure I was again delivered a queen-size frame. I asked the deliverymen why they had brought the wrong frame again. They told me they weren't sure, that they were contractors for Sears and they received the instructions from the warehouse. They told me they would go back to the warehouse and explain my situation. I said fine and signed off on the paper that said they made the delivery. After a while I decided to call Sears.com for myself since on the 27th when the deliverymen had dropped off the wrong frame and said they would take care of the error they had not. I called Sears.com and spoke with a lady and explained that I had twice received the wrong frame. She told me that I needed to speak with the delivery department and transferred me to them. However instead of being transferred I was on hold for several minutes and then hung up on. I called back and was transferred again, this time I was transferred correctly. I spoke with delivery and they confirmed the delivery number of my order and the item number of the frame. They said they were terribly sorry about the problems I was having and that my correct frame would be delivered the next day, on 8/4 between 7:30 and 9:30 am. I thanked them and hung up.
The next day I again took off work to be there for the delivery. Around 10:10 that morning I had still not received the delivery so I called Sears.com to see where my delivery was. The first time I called a lady stated that she needed to put me on hold so she could talk to delivery and I was then promptly hung up on. I called back again and was told that I needed to be transferred to delivery to speak with them about the problem, but was put on hold for several minutes and then was again hung up on. Frustrated and on the verge of tears, I called the Delivery number and spoke with a gentleman. He explained to me that according to his computer the deliverymen had tried to get a hold of me that morning to ensure they had the correct frame before bringing it. This is untrue. I was never contacted. I had been sitting on my couch reading a book during the time they were supposed to deliver the frame. I would not have missed my cell phone ringing, which I had sitting on the table right next to me, nor would I have missed a knock at the door.
I gave the gentleman on the phone this information and he told me he would note that in his computer system and that I needed to call the 1-800 number for Sears.com again to make sure someone had the correct information on my order. I called Sears.com and spoke with a lady (I think her name was Candice) and after I read my order number to her she told me that my information was correct and that she wasn't sure why I kept getting the wrong frame. She said to call the 1-800 Delivery number again to schedule another appointment to receive the frame.
I called them back and spoke with another lady and explained my entire situation. She looked in the computer and said that actually on the order they saw a California king frame and she wasn't sure why they were bringing me the queen frames. I told her that I didn't want the California king either, that I wanted a king and that if I had in fact chosen a California king on the website I wanted a king and didn't understand why I kept getting a queen anyway. She agreed with me. I then told her I wasn't even sure what the difference was between a king and California king and if the frame they saw on the computer system would fit my bed I would take it. She said she thought it would fit but that she wasn't sure so I needed to call Sears.com again and they would be able to tell me whether it would fit and if it didn't they would change my order to the correct one.
So, I called Sears.com back and spoke to a lady who was very rude to me. She thought I was incredibly stupid for not knowing that a California king frame would not fit a king bed and did nothing to hide that fact. I actually ended up hanging up on her this time. I did not appreciate being treated as though I was a complete imbecile, especially from someone in customer service. What she failed to understand was that I was asking if the frame would adjust enough to fit the bed, not if it would fit the bed at its regular intended length.
I then immediately called back and this time spoke to a much nicer lady. I again explained everything and she went to change my order. After she had checked with Delivery, she told me that I would be receiving the correct frame yet another week later. I told her that I had already been waiting for several weeks for the frame and asked if there was any way it could be delivered sooner. She said no. I contemplated for a few moments before deciding I didn't need the stress anymore and told her to cancel my order for the frame. She told me that the frame order would be cancelled and I would be hearing from Sears as to when they could pick up the queen frame from my home. She also told me I would be fully reimbursed for the frame.
I waited and waited for a call from Sears. I finally contacted them again on 8/18. (2 weeks after the final call I had made cancelling the order for the frame). I sent an e-mail to the Sears complaint department with all the information regarding my ordeal. This is the e-mail I received on 8/30 (8 days after I sent my complaint e-mail):
Dear Ms. xxxxx,
Thank you for contacting Sears regarding order number xxxxxxxxx. We apologize for the difficulties that you have experienced with the order referenced above. We are requesting that the queen frame be picked up and you be refunded for it. We will email you as soon as the pick up date has been set. Again, we do apologize for all of the inconvenience that you have dealt with on this order. At Sears we value you as a customer and we value your business. If you have additional questions or comments, please contact us. Thank you again for choosing Sears. Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok to help you create the good life.
Kim W.Sears Customer Care firstname.lastname@example.org
I was completely unimpressed with this e-mail. In my complaint e-mail I had asked for compensation for the delivery fees and stated that I felt their $50 gift card was inadequate. Neither of these subjects were addressed.
Anyway, it was OVER 6 WEEKS LATER on approximately 9/19 when I was called on my cellphone by a man who said he had stopped by my house and had picked up the frame and wanted to ensure I knew. I thanked him and we hung up. I was then not reimburshed for the frame until 9/28/07.
I had originally made the purchase on 7/19. So over this 10 week ordeal: Twice I was delivered the wrong frame, the first time being misled by the deliverymen that they would take care of the situation.
Once I was stood up by the delivery men altogether.
Twice I had taken off work to be there for delivery, and therefore have twice lost money.
I had spent several hours on the phone with both Sears.com and the Delivery Department.
I had been hung up on several times, and whether this was due to faulty telephones or inexperienced customer service representatives it is unacceptable.
I do not believe I will ever shop at Sears again.