Sears appliance delivery nightmare

On September 1st 2007 I purchased a Whirlpool bottom freezer refrigerator from at store number 01551. The sales representative told me that I would receive a call the day before my delivery with a 2 hour window for delivery. I specifically asked if I would have to wait all day for the delivery and he specifically said that it would be a 2 hour delivery window.

On Thursday September 6 I received a call from Sears to confirm the delivery date of Saturday September 8, 2007. On Friday September 7, 2007 I received a second call with a time frame of 8 am to 10 am. I immediately called them to tell them I was not available at 8 am. The customer care rep asked me if I would like to reschedule for Sunday and I said that that would work for me he then proceeded to tell me that my new delivery date was set for Sunday and he was going to hang up on me when I told him to hold it and that I wanted to know the time frame. At that time he told me that I would get a call on Saturday from 6 to 9 confirming the time. I told him that that would not work for me and that I would prefer the Saturday date but it he had already changed the date and they could not override anything I told him I was angry at that and we hung up. I called again and spoke to a second customer rep and she told me that they could not override the delivery, I told her that I

was not happy and that I needed them to try to find to accommodate me. I told her that if I had known that it was going to be so much trouble that I should have taken my business somewhere else. She said that maybe I should if I was not happy but that they could not override the delivery and that I should just try to work out to be there all day on Sunday since it could be at any time.

I tried a third time and this time I asked for a manager. I spoke to a guy named Ty. He told me that there was nothing that he could do for me and that I should wait for the call on Saturday evening to find out the delivery time. I told him that if he was in charge that he could override the time and try to reschedule for the original time I had. He told me it could not be done that the slot had been taken by another customer, even though I had just received the delivery time less than half an hour before. I asked him if Sears was concerned about customer satisfaction and he replied by saying that if I was unsatisfied then I should post a complaint with the corporate office, I told him that instead of that he should try to accommodate me so that it would not get to that but he said, I should give you the corporate address for you to mail your complaint. I then turned the phone to a friend of mine who happens to be a former Sears employee and she proceeded to tell him that

he should find a way to override the delivery, he told her he had no power to do that and she told him that because he was a manager that he could do it, he then told her that he was not a manager and when she requested to speak to his manager he told her that that person was not available, and he had no contact information for that person except for her name was Brunna. He then proceeded to be belligerent after my friend told him that he had done nothing to help us but to tell us to file a complaint and he threatened her with writing things on my file so that anybody who opened the file would know about me and then he hung up on her. He kept blaming the computer system not allowing for any type of overriding. And by the way that Ty person kept addressing me by my first name which is completely inappropriate. There is a lack of professionalism in the delivery department.

After spending one and a half hours on the phone with these reps and later with two store reps who told us that they know the deliveries could happen and that they rather satisfy the customer than to loose the order and get bad reputation, I still did not have my issue resolved. I do not know when the refrigerator I bought is going to be delivered, I will not be available all day and I was told when I bought it that I did not have to wait all day for it.

This situation raises many questions about how Sears is handling their delivery policy. I was charged $65 for this service and I still to find a service. Why do they call you with time frames so late on the night before the delivery when you cannot call to make changes and there is no one available that can be of service? Why do they mislead you telling you that you have a 2 hour window for delivery when in fact you have to cancel all your plans for that day since you won’t know until 12 hours before the possible delivery time? Why do they not have competent people and people with authority that can handle these troubles and offer solutions if they are doing things after hours? Why do they call you so late in the evening? This puts sears at a position that can potentially create conflicts in scheduling and then not be able to do anything about it? And also, when did Sears became 100% dependent on computers that they are unable to override and control? When I made my

purchase I was told that if I had to reschedule or had problems with the delivery that I could call a toll free number and they will resolve my issue. So far I have not received any resolution for my conflict and had I and my friend insulted by this Ty person.

Basically they did not offer a potential solution to my problem. I was given only two options, to cancel my entire order or to file a complaint with corporate. What they did is instead of getting me a delivery time that will work for me they are willing to lose me as a customer.

The behavior of these Sears representatives is appalling and completely tarnishing Sears’s reputation for customer satisfaction.

My experience has been a nightmare this gives me no reason to purchase from Sears again. I demand action taken to prevent other customers from being abused by service reps such as Ty so that customers actually get satisfaction as is sears motto.

What happened to Sears being all about the customer????? What about satisfaction warranty?

I finally spoke to the appliance manager at the store where I purchased my refrigerator and she told me that there was nothing she could do because the delivery people were very difficult to deal with and they do not try to help the appliance people get good customer service to their clients.

I expect at least my delivery fee refunded and some type of compensation for the time wasted trying to reach people.

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