Sears & Company Customer Service – What Ever Happened???


Recently we purchased a new Samsung refrigerator with French doors. Pleased with the sale price, I was ecstatic. Finally, I’ll have additional room in my refrigerator. Allow me to correct that statement. What I should say is I WILL HAVE ADDITIONAL ROOM IF SEARS EVER DELIVERS IT!

Delivery was scheduled for Friday, July 8, 2011 between the hours (East Coast time) of 1:30 – 3:30pm. Phone calls were received confirming this delivery schedule. On one call, they phoned the house at 6:47AM!

Getting the old refrigerator emptied, I had everything ready to simply place the freezer items in the freezer section — all frozen items were in plastic bags, organized for the storage.

Tick. Tock. Tick Tock -Tock! The two-hour window passed. Knowing we had dinner reservations at 6pm to celebrate my husband’s birthday, I chose to phone the Sears delivery person. Thank goodness for caller ID! At 4:15, I left a message. He returned it within 15 minutes. Seems the truck had a flat tire. They would be delayed. To quote a new cliché, “Surprise. Surprise!” The true question is why didn’t these unprofessional delivery people make a phone call?

“We need to reschedule for Saturday.” I said.

Duh. The phone was silent!

I phoned the salesman at the local Sears store. He assisted, phoning me again to tell me we would need to reschedule. My diplomatic arrogance kicked in.

To make a long story short, the new scheduled date was scheduled for Sunday, July 10, 2011 at 7-9am, that is — according to the supervisor for delivery. I told him I would accept that time, but they better not be one minute late! Also, I demanded a $69 credit on my account for the delivery charge and I wanted free delivery now. Mission accomplished! Also, the supervisor said he would give me a $100 gift card!

Today, Saturday July 9 I get a phone call from Sears — another automated phone call where they choose to speak with a foreign accent — ‘the delivery is scheduled for Sunday at 1:30-3:30pm.”

Duh. What part of customer service doesn’t Sears understand?

Stay tuned later to see what time Sears decides to deliver the new fridge. Monday, I will be at the store — a displeased with customer service customer who will have her say! Yes, I’ll be diplomatic – but I think they know I am not a woman who gives in, and I will achieve something else, complimentary of Sears! My time is valuable too!

All it took to please me was a simple and courteous phone call stating, “Hey. We’ve had a flat tire and will be delayed.” There’s no excuse for not phoning to let the customer know. It is a courtesy ALL CUSTOMERS deserve! Now, I’ve discovered Sears has a major communication problem. According to the automated system, the 1:30 – 3:30 time frame on Sunday was scheduled. I suppose the supervisor miscommunicated too.

Next time – I’ll buy my appliances at a different store. Sears SUCKS with their customer service and communication skills! Let’s don’t even discuss their automated service system. It is the pits.

3 thoughts on “Sears & Company Customer Service – What Ever Happened???

  1. They’re the reason I purchased a washer, dryer and fridge at Home Depot. Got better prices, delivery was on time, plus got a 10% military discount, plus credit for the appliances they hauled off!

  2. Just want to say your article is as astonishing. The clarity for your post is just nice and that i can suppose you’re knowledgeable on this subject. Well with your permission let me to seize your RSS feed to stay up to date with forthcoming post. Thank you 1,000,000 and please continue the rewarding work.

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