Sears
Customer service

My nightmare starts the day after we bought the refrigerator, hereafter referred to as "refrig", which was Monday, April 19th. The whole customer service department knows only how to lie, be deceitful, and hang up on the public. We got a call from a Stefanie to tell us our refrig. Had a mar on the side, and if we did want it? We said we would look at it and decide. If we accepted it, we were promised a $100.00 gift card for taking the flawed one, and we were told the refrig would be delivered on the 19th, in the A.M. The truck pulled up, as expected, that morning, and the delivery men came in to see where the refrig. Would be placed. They had taken it out of the truck and the refrig is now sitting on the drive way. After seeing and measuring the spot, the delivery men felt it was too deep, and that we should go back to the store and get one that was "depth counter". Well, we should have measured ourself, but did take his word for it. They than proceeded to leave the refrig in the garage. We went back to Sears, and found out that the "depth counter" one was around $700.00 more. We than decided to keep the one we had, as it only stuck out 3" longer than our old one and that would be okay. Here is where this nightware begins and continues for several more days. When we arrived home I called customer service, hereafter referred to as CS, and did speak to a CS refresentative (rep.), she assured me she would contact the driver and have him return and install the refrig. (remember it is sitting in our garage). After waiting for several hours, no one contacted me to tell me what time they would be there. I again called, probably four or five more times. I either got lie to and hung up on. Finally talked with another rep. And was told she would contact the driver again, and have him come out. More lies. It is now mid-afternoon and have heard from nobody. I tried calling several more times, CS phone lines only place you on hold or hang up. Very frustrating and annoying. I than begin to call Sears store and talk with anyone who could help me. Well, that was just as frustrating as CS. I finally got to speak with a Karen, who said she was the closing manager. I felt this is good, now I am getting somewhere. Karen said CS was closing now and there was nothing she could do. I guess it didn't matter that my food is in ice chests and now must remain over night there. Karen said she would have Wylie, morning manager, called me to see what he could do. So the next day, 20th, no call from Wylie. The next morning, the 20th, I spoke with a Rob, CS, and he said he would see if he could get somebody out to move that refrig from the garage to the kitchen. No call, as usual. I had called numerous times and to only be lied to and hung up on. How could this business be so callous and uncaring? I was at the end of my rope now because I could not get anybody to help me. So we went back to the store and spoke with a John Cobb, I believe he is Appliance Manager, and Leonardo, salesman. John seemed willing to help, and after telling my story again (this is about the 15th time, since each and every time I talked with somebody by phone I had to repeat my story), John would call delivery and try and get something worked out. We went home, and waited again for a call to tell us delivery would come out and install the refrig. No call, I than called Sears store and finally got a hold of Leonardo and he said he would try and help. Leonardo said if he didn't call me I should call him back. Of course he didn't call me, so I called him. Leonardo did get a hold of CS and they would be calling me.in the meantime, I again called CS to find out if a time had been set to install our refrig. For the 21st. I spoke with Lucy, badge #24201, and she tells me we are not on the schedule and there is nothing she can do except to schedule a date for Friday, April 23rd. I told he that was not acceptable, and our food is in ice chests, and wanted someone as soon as possible. Lucy said it was out of her hands and that the schedules are made for the 21st already. I was very upset and trying to figure out how Sears can be so uncaring and deceitful? All I got was lies for three days, and they continue. As I found out Lucy told her superiors that I requested a Friday day, April 23rd, for installation. Yea, right, I wanted to wait another day. Than I received a call from Cary Brown, Operations Manager, Warehouse, and was told she knew the story (after I told everybody but Santa Clause about it), and that I was scheduled for install on the 22nd. I was hoping that this was true, as I had been lied to so much and was so tired of this entire process. Cary assured me that it would happen. So we were scheduled for the 22nd now and we would hope this nightmare was over. I would like to see it was, but NO, now in my case. The delivery men, Ray and Nelson, were great. They did their job in a professional manner and was happy to have them here, as we bought a store from Sears and they delivered that as well. So after it is installed we thanked them and they left. Now to finish my story I need to return the April 19th to finish this. We have double security entrance doors leading into the house. So my husband uses a cordless drill to loosen the screws to the stationary door to open it. We did that so the refrigerator would easily be brought in. My husband left the drill by the front door, so he could find it easier and screw down the bolts once again after the refrig was brought in. When the first team came and looked at the kitchen, said it would not fit, we all went outside. They placed the refrig in the garage, and one of them said "my clip board is in the house, I forgot it". He went in to retreve the board, came out and got in the truck and left. We didn't realize the drill was missed until the refrig. Was installed on Thursday, 22nd, as he didn't have to use it until that time. I know it was placed on the stairs, but I thought nothing of it because I thought he moved it back to the garage after that. So it became missing on Monday the 19th. The first team were the only people in the house so they were the only ones we could suspect had the drill. Well, after three upsetting days, food stored in ice chests, refrig. Sitting on garage floor, now our drill stolen, could anything else happen? It was beyond any one imagination that this much could happen. I called CS and spoke with a Justin and told him of the theft. Justin gave me a claim number and said he would call me back. Sure I thought, another phone call back that wouldn't happen. As I believed it wouldn't happened, it didn't and Justin didn't call and I called him back twice, as the first time he left work, and I did get a hold of him on the 24th. Justin said he contacted both delivery folks, from the 19th and 22nd. I know the second men were not responsible, and I wanted Justin to concentrate on the men from the 19th. Justin assured me none of the men saw the drill and knew nothing about it. At this time the case close. We are out $100.00 Fire Storm, Black & Decker battery powered drill, and Sears will do nothing. So you see this was a very frustrating week, with the lies, hang ups and now a stolen item from our home, I hope whoever reads this, if even Sears gets copies of this complaint, somebody will still help us out. Have their CS stop lying, don't hang up on customers, answer the phones, and don't just let it ring for five minutes. Give better customer service so customers won't be so frustrated and jaded and stop dealing with Sears again as we will be doing. Thank you for allowing me to vent, and I hope Sears realizes what poor customer service they have. It sucks.

Company: Sears
Country: USA
State: California
City: Elk Grove

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