Sears 15 inch Wood Planer / Molder

Sears 15 inch Wood Planer / Molder

September 16, 2005

On August 24, 2005, I ordered a 15-inch wood planer/molder from Sears.com. During the order, I was assured that my item would be sent to me within 3 to 5 days. This is confirmed by my order information and that it would be sent via UPS. I had scheduled some people to be at my residence during this 3 to 5 day period to help set the machine up properly and to help with some projects that I needed to be done. I waited until those days had come and gone. I called Sears.com and spoke with a fairly nice young man who assured me that the planer was at the airport and that I would be called the next day to have it delivered. After that Friday when I was supposed to be contacted, I fired off a nasty email to Customer Service of Sears.com. They all have this "canned" response of "I understand" "I appreciate what you are going through", well these are scripted responses to calm the customer. Ah, it will not work with e and you should not allow these minimum waged hacks to pursue this verbiage. Stick to your thought and remember you are right and they are not. Continuing on I refused to speak with the call taker and firmly told her that it would be of his interest to place me in contact with a supervisor. I saw on another complaint that Missy also tried to handle a complaint. She tried to handle mine and she ended up placing me with Jovey. Well Jovey was told, by me not to use these canned responses that he really did not know what I was going through nor how I understood. Jovey lost it he engaged me in a verbal tug of war about I did not know what he was thinking and that I should not .., well it continued to go down hill. So far, the response that I was getting from Sears.com was very poor customer relations and frankly a bunch of spoiled little kids. I am the one that spent the money not them. Jovey placed me in touch with their freight carrier Demar Trucking. I spoke to Jimmy and Jovey together to try to find out what was up with my planer. Jimmy told me that it was in Portland, Oregon and was being transferred to another carrier to be delivered to my residence and that they will contact

me the next day. He also told me that he was sorry that it was miss-routed to another airport somewhere in the world. He also told me that if I did not hear from them that I should call "long distance, my dime" and let him know. I also told Jovey that I demanded that his supervisor contact me because I had some significant issues with my order and treatment. He told me that it would be the next day; I suggested that it should not wait that until then. I was contacted a few hours later by Ray L. alleged supervisor of Jovey and

Missy. Here again the canned response of "I understand". I warned her not to insult my intelligence with this response, gee guess what, she told me she understood. Ray L. finally told me that she could give me a 10% discount off my order ($80.00) plus what they had done by waiving all of the shipping costs ($75.00). I said that in addition to that discount I wanted a formal written apology from her regarding my order. She assured that she would do that. I verified with her that I would be contacted the next day by 3:00 pm PT, by the trucking carrier to make arrangements for my delivery. She reassured me that all the information was true. I did receive an email from her stating that she was appreciative regarding my order and that she was looking into where the problem was, yeah right. I also received another email from Sears.com, Kathy S. telling me that a 10% discount ($69.99) was credited to my account, Thanks for shopping at Sears.

I guess when you shop somewhere is not your expectation to receive the items you purchased. Anyway, I waited the next day until 3:15 pm PT and no calls from the trucking company. As if they were really, suppose to call, as if I really ordered a planer. I tried to call the number that "Jimmy" gave me from Demar Trucking, gee no answer. I was assured by Jovey, Ray L. and by Jimmy, that this was a good number. I tried two more times and no answer. Well I fired off some more emails to the emails I received from Ray L. and Kathy S. stating that it would be in their interest to have their supervisors or managers contact me regarding my order. I had placed my order on August 24, 2005 for a 3 to 5 day delivery. Then was told it would be 12 days. Well the date is September 16, 2005 and I have received no response from Sears.com the trucking company. I have purchased dead air by alas they are crediting my account. Sears is not reputable, they have no customer service, they have either lied outright to me or they are just incompetent. There appears to be no one in charge that really cares about the customer just these damnable canned responses from people that cannot think on their own and take care of a problem. I have become very angry and very bitter from this experience. Bob Click this link to e-mail the message author: Email User