Complaint information
  • Author: KLMH
  • Date: 07.22.2012
  • 0
 (Votes #: 0)
07.22.2012

Sears Home Delivery - Complaints / Reviews / Scam Reports
Horrendous Customer Service

This is a Complaint / Review about Sears Home Delivery.


I have truly never had a worse customer service experience in my life than I have had over the last 2 and a half weeks with Sears Home delivery. I’ve been treated rudely and dismissively, and Sears should be ashamed at what it has become when it comes to customer service.

Our purchase date was 7/7/12 and our expected delivery date was 7/10/12. Instead of receiving the merchandise on the 10th, I spent the next 2 weeks fielding nearly 30 robot phone calls about cancellations and delays. In one day I received 14 phone calls –all of which I answered and followed prompts. I had to take 2 days off of work, the first for what I thought would be a full delivery and was only the dryer. No explanation. When the washer was delivered a week and numerous phone calls later, the delivery men said they could not hook it up because the dryer was in the way and we would have to buy extra parts and do it ourselves. They also mentioned that if the parts had been delivered at the same time, they could have been hooked up right—as if it was my fault!

So, we spent $40 in extra parts and hooked it up ourselves—incorrectly. This is why we tried to pay professionals to do it. The mishap completely flooded our basement and we spent an entire evening working to mop up water and dry out carpets, boxes, etc.

During the two weeks when I was waiting for our washer and dryer to arrive, I called customer service a number of times both to find out when I really would get the washer/dryer and to put an end to the robo-calls I was getting. Each time I sat on hold for a long time, was finally transferred to someone with a foreign accent reading from a template or was disconnected. One time I left a lengthy message, sure that someone would respond—nothing.

To escalate the situation, my husband and I went back to the Sears where we purchased the set, where we were told by a very friendly manager that he was powerless to help us and has no connection to the home delivery customer service team. He called a number and had me sit on hold there in the store, only to be transferred to someone who offered me a 10% discount, which of course I do not want because neither I nor anyone I can possibly tell this story to will ever shop at Sears again.

What I want is a refund of my delivery/install fee, which I was told she was not authorized to give. I was then put on hold again, transferred to someone who potentially could be authorized, and then promptly disconnected… there’s a theme here. Not wanting to try again and sit on hold in the store, we left, completely unsatisfied.

At this point, this request is not just about the money involved—which is a paltry $66.99. This is about treating your customers and employees with respect and care. The thousands of people who work as your sales staff around the country deserve better follow-up than this. Having just purchased a new house, we will be needing a lot of new appliances, all of which could have added up for more commissions for the sales staff and more purchases for the store—which, on a Sunday afternoon, was frequented only by us. It’s terrible that they work at a place that values them so little as to make their jobs that much harder.


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Complaint author: KLMH

Offender: Sears Home Delivery

Country: USA
State: All USA

Category: Electronics and household app.

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