Sears Customer Service

Sears Customer Service

ordered a daybed from (Julie) at the Naperville, IL store in November (15th). The product was delivered to my home on November 26th, but was not able to be assembled because of missing hardware. I was told that new hardware would be sent to my home the following week and that I would have to call to re-schedule for the bed to be assembled.

A week went by and no hardware was sent. The following week, I received a call from (Jason) saying that he was trying to locate a bed spring for me. I had no knowledge that a bed spring was missing?; when I tried to contact him (for 5 days, he was unaccessible. One time, I was put on hold for 45 minutes (while at work) and then disconnected. I finally did talk to Martha (from large appliances) and she handled everything. She re-scheduled a delivery for December 11th and suggested that they assemble the daybed at the store before they delivered it. On Saturday December 4th, I received multiple calls from Julie (the original seller); I returned Julie's call(s) on Monday, December 6th.

I told her that I had a delivery scheduled for December 11th, but would prefer the bed be assembled at my home as the hallway to the room has some bad turns; she agreed. She said she would let Jason know, and apologized for my inconvenience. On Friday, December 10th I finally received a call will at work) from Jason whom I told about the planned delivery and commended Martha for doing his job for him. He said that he would check into it and would give me a call back to confirm everything. At 4:30 (still at work) he called to inform that the delivery for December 11th had been scheduled, but was un-scheduled by someone (he didn't know who).

He said he would put it back on the schedule for December 18th. (Saturday or evenings is the only time I can be there for a delivery). I was given a window of 2:45pm-4:45pm when I called on Friday, December 17th to confirm. I waited all day as I really needed the extra bed for the holidays; I was having family for Christmas. At 3:15pm on Saturday, I received a call saying that the delivery truck had broken down and that I could still have it delivered on Sunday but I needed to call the 1-800 number.

When I called to re-scheduled for Sunday, Heather knew nothing about the break down or the Sunday delivery. I was to hold (for 20 minutes) until she figured things out. I was pulled away because of another phone call and when I called her back she said yes that there was a truck taking deliveries on Sunday, but it was full and (even a bag of hardware) wouldn't fit into the Sunday schedule. Since this Saturday is Christmas, I told my family that they will have to get a hotel room as I have no place for them to sleep. It will be a real inconvenience but ... I will return the daybed pieces to the Naperville store on Monday (a family member has a truck). I do not have the original box as it was destroyed by your delivery person when he tore it apart looking for the hardware. I have all the pieces though. I plan to return them to the Nperville store Where do I return them to?? Customer service or Julie?

P, Mary J Click this link to e-mail the above consumer: Email User Consumer