Sears Complaint

Sears Complaint

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Sears Home Delivery Sucks! - Sears Home Delivery Specialists


The adventures of ‘The Refrigerator Nightmare’.

On Sunday, February 15th, I purchased a refrigerator from the Franklin Mills store. It was scheduled for delivery on Tuesday, February 17th, between 2:45pm and 4:45pm. I left work at 2pm and went home to prepare for the delivery. I emptied my old refrigerator and stored my food outside temporarily. On Tuesday, at 2:20pm, I received a phone call, from the warehouse, stating that the delivery would be late and not arrive until 5pm. I received a second phone call, this time from the driver himself, informing me the delivery would be delayed even further. I then received a third phone call delaying the delivery even further. The truck finally showed up at 6:45pm.

I told the driver that the refrigerator doors would need to come off to pass through my front door. As I watched as the driver removed the doors I could see that he was mumbling under his breath, as if realizing he made a mistake. He brought the door in and informed me that there was a broken prong on the wire coming from the door and I would need to send the refrigerator back to the store to have it repaired. As I proceeded to call the Franklin Mills store the driver took the door away and called his office to inform them that I had refused delivery because the refrigerator was damaged. I spoke with Michele and relayed to her what had just happened. Michele informed me that if it was sent back my account would be credited and I would have to come back to the store and pick out a new refrigerator. I told Michele that would be very difficult for me since I live 40 minutes away from the store and would also have to make arrangements for a friend to take me there since I only drive a scooter and the scooter is unable to go on the highway as it’s top speed is 40mph. Michele suggested the best solution would be to keep the refrigerator and have a service rep come out and fix it. I then asked the driver to bring the refrigerator back into the house but he refused, saying it was already packed on the truck and they would bring it back to me the next day. This didn’t make sense to me since it would take more time, they were coming out of Flemmington, NJ which is an hour’s drive away, and man hours to do that as opposed to just bringing the refrigerator back into the house. I felt it was out of laziness that the driver gave me this response. I recalled Michele who then spoke with the driver but he refused her request as well.

I tried to explain that it would be a hardship to take more time off of work as I had already taken 3 hours off that day to wait for the late delivery. But he said, ‘Too bad Boo that’s what you’re going to have to do.’ I was appalled. I did not appreciate the unprofessionalism of being called ‘boo’. I did not appreciate the unprofessional lazy attitude and the blatant disregard for the financial hardship I would suffer in taking more time off of work due to the drivers’ clumsiness in breaking the refrigerator in the first place.

I asked the driver if he was sure that the refrigerator would be delivered the next day and he gave me his word that it would be. He even told me he would probably be the one who would be delivering it. He assured me that when he returned to the warehouse he would have the office call me to make the arrangements. He even went as far as to tell me that it would take him an hour to get there and I should expect the call then. Needless to say, the call never came.
In trusting the driver I called Sears service department, and after relaying the story of what had happened, set up an appointment for repair for Thursday afternoon. Once again being inconvenienced due to the drivers’ clumsy mistake.

Because the driver had called me to say he would be late I had his number in my cell phone. I called him first thing Wednesday morning and asked him why I hadn’t been called yet with the delivery arrangements but he didn’t have an answer for me. I asked if the refrigerator was on his truck and he told me he hadn’t received his manifest yet. I asked him for the phone number to his warehouse and he told me he would text it to me. He also agreed to text me when he received his manifest to let me know if the refrigerator was on his truck.

I received the text with the phone number, which turned out to be the phone number to the Sears Home Delivery Service. I then received a text stating the refrigerator was not on his truck.

I called the Sears Home Delivery Service and spoke to a woman. She informed me that the refrigerator would not be delivered as promised but she could set something up for Thursday delivery. The woman sounded very rehearsed which became very irritating. Although she constantly apologized it wasn’t said with any empathy because she was so rehearsed. We went back and forth for about ten minutes and I felt as if she wasn’t listening. I told her a Thursday delivery was unacceptable and asked to speak with her manager but she insisted she could help me and continued to repeat everything she had already said for the third time. I asked again for a manager and she finally put me on hold for eight minutes until I heard the phone ring and a gentleman answer saying, ‘security’.

Frustration had really set in now. My response to the man who answered the phone was, ‘Oh great’. I was thinking the home delivery agent transferred me to the wrong extension. I told the man who answered the phone there wasn’t anything he could do unless he could get me my refrigerator that day. He tone was very calm; he must have realized I was very frustrated. His name is Walter Jurtzak and with his soothing tone he asked me what the opportunity was. I explained and he was very understanding. Walter said he would do everything he could to help me and he accomplished that.

While waiting for Walter to call me back I called the home delivery line again and found out my order was cancelled. That certainly hit a nerve. Every agent I spoke with at the home delivery line, and there were many, need coaching in their approach with a client on the phone. Not only do they sound like scripted robots but they have no empathy in their voices. I know a lot about customer service as I am the assistant to the general manager at the Westin Hotel. By the time a guest gets to me it means that they haven’t been happy with any of the other managers they have spoken with so far. So I know how important tone is and how to help a guest calm down, just as Walter does. For these reasons it takes a lot for me to get frustrated because I do have empathy for the person on the other end of the phone because on most days it’s me. But the experience I had with the persons I spoke with that morning drove me off the edge.

I called Walter back to tell him I found out the order was cancelled and expressed my frustration as there was no way I could get back to the store to pick out a new refrigerator. I do not have a car, as I live in Center City, and had to rely on a friend to get me up to Franklin Mills on the day I picked out the first refrigerator. Walter assured me he was working on it and would call me back. I asked Walter for a number where I could lodge a complaint against the trucking company and he gave it to me.

Talk about another nightmare. From Vincent I was redirected to an Andrea who tried to get the trucking company on the phone but was not successful in reaching the manager. Andrea informed me that Kelly Schwartz, manager of trucking company, would call me when she got back to the office. I asked Andrea how she was going to follow through and she seemed confused and asked me what I meant. I told Andrea that I would like her to call me back to make sure that Kelly had indeed called me. Andrea said she would call me back in two hours. It never happened. Not only did I not hear back from Kelly but Andrea was a no show as well.

I called the complaint line again. Now keep in mind that every time you call anyone you have to explain the entire story again and again. It’s my experience that the more you make a disgruntle client relive the problem it only gets worse for the client and in the end the client winds up never happy. Perhaps someone might consider that with the home delivery service reps and the complaint reps. It is my opinion if the agents took better notes on the client, for everyone to see, the repetition would not be necessary. This time I spoke with Jessica and explained that Kelly never called and Andrea never followed up. Jessica apologized and said she too would have Kelly call me and Jessica would follow-up with a call the following day. Again both never happened. I’m thinking what kind of company this can be that their customer service is so horrendous. I’m dumbfounded that anyone finds this acceptable.

It’s the end of the day, I haven’t got much work done as I have spent most of the day wasting my time with Sears’ home delivery service specialist (what a joke that title is) and the Sears complaint department and I still have no resolution. Emotionally exhausted I go home.

Walter calls me that Wednesday evening and tells me he has located a refrigerator for me so I won’t have to be further inconvenienced and it will be delivered on Friday. Thank you Walter for being the only person, out of the eight I spoke with, to be able to get something done and provide excellent customer service.

Thursday night arrives and I receive an automated call from the all too famous Sears home delivery specialist, only it’s automated and trying to get a live voice is impossible. The call tells me that the refrigerator will be delivered between 9:45 and 11:45 am. This is not acceptable to me since I have already been heavily inconvenienced already and one would think someone would try to work around my schedule. I don’t think it’s a lot to ask. I call back and speak with one of the robot agents who refuse to work with my schedule and puts me in a position where it forces me to take another day off of work.

So when the call came at 11:45am to tell me the delivery was going to be late my only response was to say, ‘of course it is’, because this is the kind of service I have come to expect from Sears.

In closing I want to say you have a treasure in Walter and I hope you appreciate him as an employee. Walter knew exactly what to say and how to make the event salvageable. Walter took a situation turned sour by a trucking company and the Sears home delivery specialist and made it bearable. I thank Walter for all he did to make something happen and I realize my experience with the trucking company and the so called home delivery specialist was out of his control.

However, it is not out of Sears’ control. I find it hard to believe that I am the only customer this has happened to. Nor can I be the only customer that has complained. So it is Sears I hold at fault and for that reason I will no longer be a customer of Sears again.

Thank you for your time and I sincerely hope someone with the power to make changes reads this.

P.S. I went on the web to search for where, a Sears, I could send my complaint and was astonished at what came up when I typed in Sears complaint. Now I know I’m not the only one. In fact I’m a very small minority to the amount of complaints Sears has against them. It is sad that it appears that Sears isn’t listening to us. Perhaps someone should take a moment to see how many complaints there are against Sears.


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Comments


Mocheen says: (2 weeks ago)
 0
Sears has terrible customer service and delivery personnel. We purchased a new four door Kenmore Elite refrigerator, because our refrigerator stopped working. The Kenmore Elite was on sale and we needed a replacement refrigerator ASAP. We were scheduled to have the refrigerator delivered on Thursday morning. On Thursday the truck showed up, but the driver said they would need four people to bring the refrigerator up the stairs since it was so heavy. He phoned into his office and told the dispatcher that they needed two additional people. The dispatcher spoke to my wife and made arrangements to send in a crew of four people first thing on Friday morning. The driver said he would be back on Friday morning between 8:00 AM and 10:00 AM. We took the following day off and waited for them to show up, but the delivery crew never came. We called Sears and were told that somebody would be calling us back and that there were notes on their system confirming the four man crew. We waited another two hours and nobody called us back. We called Sears again and they had the notes in the system for delivery, but it was never entered into their scheduling system. They said a supervisor would call us back. We waited for two hours and never received any calls. We called Sears yet again and they said our expectations were set too high. Why is that? We were promised a delivery between 8:00 AM and 10:00 AM and they never showed up or called. The customer service at Sears is terrible. We are still waiting to speak to a supervisor. I think we will return the refrigerator and go to Lowes. We are in the process of remodeling and will purchase the refrigerator, dishwasher, microwave and oven at Lowes. Sear just lost another customer.morning. The driver said he would be back on Friday morning between 8:00 AM and 10:00 AM. We took the following day off and waited for them to show up, but the delivery crew never came. We called Sears and were told that somebody would be calling us back and that there were notes on their system confirming the four man crew. We waited another two hours and nobody called us back. We called Sears again and they had the notes in the system for delivery, but it was never entered into their scheduling system. They said a supervisor would call us back. We waited for two hours and never received any calls. We called Sears yet again and they said our expectations were set too high. Why is that? We were promised a delivery between 8:00 AM and 10:00 AM and they never showed up or called. The customer service at Sears is terrible. We are still waiting to speak to a supervisor. I think we will return the refrigerator and go to Lowes. We are in the process of remodeling and will purchase the refrigerator, dishwasher, microwave and oven at Lowes. Sear just lost another customer.



Bella1212 says: (2 months ago)
 0
Purchase your appliances elsewhere!. Do not purchase your appliances with Sears!. You were making a huge mistake!. The appliance will not be delivered on time as promised!. You will waste your entire day waiting for a delivery that will not happen!.



zimtran says: (3 months ago)
 0
Scheduled delivery of washer and dryer for Monday June16. Took off from work, sat outside in the front lawn all afternoon waiting for delivery and the scheduled window came and went. Called sears hardware the following day where I had bought W&D, could not get anyone to answer after seven calls. Went to the store and they said the phones there had been down for 3 or 4 days and unrepaired. They looked up my information in their computer but the delivery company wouldn't answer their phone. Never got any explaination as to what happened or why they never showed. Rescheduled for Sunday delivery since I'm not waiting on a weekday again. we'll see what happens. If they don't deliver it on Sunday I'm going to just call and cancel the order. This is your last chance sears.



msmith12 says: (4 months ago)
 0
On October 27, 2013 my wife and I went to our local Sears Outlet store to look for a washer and dryer. We picked out a Frigidaire set and made arrangements for delivery in January since we were going to be out of town until then. I noticed the dryer cord we picked out at the store was a three prong and the one we have on the old unit was a four prong. I called the store and asked them to switch and make sure the correct cord was on the delivery truck, they told me the truck would have the correct equipment.

I took off work for the delivery and no one showed up. I called the store back and they said the delivery truck came out to the address and no one was home. I said I took off work and have been here all day. We scheduled the delivery again for the next day and I took off work again. Again no show and I called the store again. They double checked their information and come to find out when they wrote the contract the put the wrong name, address and phone number down and the truck was going to the wrong address. I talked to the manager and he told me he corrected all the information.

The next day the delivery truck delivered the appliances, they did not have the correct cord for the dryer like I asked and they could not finish installing it. They told me they would get the correct cord come back that night to finish the installation, they never called or came back. I called the store manager and he himself came out with the correct cord and finished the installation.

May 27, 2014 we started having problems with the washer vibrating real bad moving in the spin cycle, the lid would not stay up and I found a bolt under the washer that had come off and put a hole in our linoleum floor. I called Sears Repair and they could not find any information on us or our appliances. After digging for an hour they came back and found our information was incorrect and had not been changed like we were told it would be. They corrected the information on the contract, they came out and tried to balance the drum and told me the bolt should have been taken out when installed. I told him they did not finish the installation, apparently did not take out the bolt and acted like they were in a rush to leave. Sears repair told me it looked like the washer has been dropped, has damage on the inside where the lid springs cannot be attached to hold the lip open and keep it from slamming shut and the drum has a problem being balanced. He wrote on the service ticket to replace front and side panels and lid $517.17 or replace the washer. He also wrote the customer never should have been treated this way and told me the store never should have sold this unit with the damage.

I went back to the Sears Outlet store the same day, talked to the manager and picked out some replacement appliances washer and dryer at the same cost as the originals. I told him what the serviceman said and wrote on the ticket and he explained their appliances are discontinued models and some have cosmetic damage and every effort is made to make sure they are mechanically sound. He said they sometimes use parts from one unit to repair another unit. We made arrangements for delivery and pickup of the other units June 4, 2014. I was required to go out of town for my employment that day so I called the store and told them I needed to switch delivery dates, they gave me the delivery service phone number and told me to call them and see when I could have it switched.

I called the delivery service company I believe LindStar Transfer and asked to have the dates switched and explained the problems we have been having. The lady came back and told me it would be another week, I asked her if she had anything earlier. She put me on hold came back and told me she talked to someone and they moved the date to June 3rd the day before the original delivery date. She told me they would call the day before and give me a time frame when they would be out. The delivery company called and said they would be out between 2:00 to 4:00 PM. I made arrangement to have our dogs somewhere else during this time.

June 3, 2014 9:00 AM I receive a phone call from the delivery company they could not get the appliances the day or night before from the Sears Outlet store here for delivery. She said they went by the store the day before and asked for them and they were not ready. She said the date they had was the 4th and the date that was rescheduled was the 3rd and that was probably the problem. I called the Sears Outlet store back and explained what has happened again. I talked with John and he explained how the system works. He went on to say that the deliveries are sub-contracted out through LindStar Transport and they contact the local delivery company for deliveries and pickups. They usually come the day or night before the delivery so they are on the truck for the next day. He said he doubts if they asked for the appliances because of the different dates and if they had they would have gladly given them the appliances early because they have a limited space in the back for these items and would have given them to them to free up space. He doesn’t think they even asked.

John called back and had the delivery date changed again to June 6th Friday. I asked John why the Sears Outlet Store and Delivery Company could not see the scheduled dates on the computer since they both use this to set up deliveries. He said it was two separate companies and they were not always on the same page.

It seems to me we are not getting the whole truth or story, these two companies working together on a daily basis for deliveries should be able to communicate and see on the computer what is scheduled since the store puts this information in when they write up the contract to schedule deliveries and should have access to this information to inform the customer.

While there seems to be a problem in these areas I feel the manager at the Sears Outlet store did do everything they could to try and correct the problem by switching out the appliances at the same cost. The problem seems to be with the delivery companies and communication between the them and the store.



ektchj4 says: (1 year ago)
 0
i had a similar experience- was his name Ronald? This guy had an attitude and a HOT Temper!



andykvue says: (2 years ago)
 0
i was suppose to have a elliptical delivered from sears on the 3-16-2013 from 7 to 10 am?. i missed the phone call doesnt mean that i'm not home???? because i know that they should come in from the time i was giving???. and their suppose to come in and knock on my door and ring the door bell instead of just drive away???. why cant those lazy ass driver step out of their truck?. i will not buy from them again!.



ericto says: (4 years ago)
 0
When all else fails measure your doorways and your refrigerator wont have to be stripped down to the bare frame to get it into your home. Do you think you were the first cust. that driver had that day that wasn't smart enough to measure there doorways? Instead of blaming others take responsibility for you own lack of knowledge.



mattashell says: (5 years ago)
 0
Sears Elite Dishwasher do not purchase this dishwasher because you need to buy additional parts before installation,and the plumber will charge you for the part and the time it takes to go to purchase this part. All parts should be with dishwasher when it's delivered to you and they are not.



SearsSux says: (5 years ago)
 0
I placed an order for a refrigerator and tv set for the home I purchased that is a 2 hour drive from my current home (over 100 miles away).


Delivery was scheduled for October 15 between 10AM and Noon.

I drove down to my new home to receive the items.

By 3PM, the items had not been delivered, so I called to get a status and was informed that the items were not in stock.

While on hold to get a status, another person picked up the call, and I was disconnected.

I called again that evening, and was transferred to the store to get a status. The phone rang 10 times, then disconnected.

I set an email, then called a representative, who rescheduled delivery for the 23rd.

On the 20th and 21st I received automated calls reminding me that I had a delivery scheduled for the 23rd.

I called tonight to get a delivery time, and the system showed no record of my order.

I finally was transferred to someone who found my order and the delivery manifest, and my order was NOT scheduled for delivery on the 23rd.
I have already missed one full day of work and driven 200 miles round trip to receive these items, and arranged to take off the 23rd as well to make the drive again, and my order was STILL not scheduled for delivery.

I must now arrange to take another day off of work, and make the 200 mile round trip, hoping that Sears finally has its act together.



incrediblybadservice says: (5 years ago)
 0
Sears home repair is a nightmare of mind-boggling proportions. I will never buy anything from them again. We are out 2,000 for an incredibly noisy "elite" fridge, only to be told that the noise is mentioned in the manual, so it's "normal". This after 5 service calls with 2 different diagnoses, and 2 scheduled calls that never happened, where we had to wait around all day. I have never encountered incompetence on this scale. This is not the sears I grew up with.



doggy says: (5 years ago)
 0
your service department sucks!!! people answering are dumb butts. i was told to raise my temp to get it to turn off.(it was running continously and would not shut off. then you get sceduled a week later for a freezer out and full of hundreds of dollars worth of food. i will find other brands of appliances from now on.




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