Summary:
We bought a fridge and the delivery was rescheduled three times. After numerous complaints to Sears, they promised – TWICE – to send us a refund. It never came.
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Details:
(Day) (Date in YYMMDD format) (Time) (Number Called) (Incoming or Outgoing Call) (Comments)
SATURDAY 090823 Bought the fridge at the Sears Outlet Store on Marsh Ln. Between Arapaho and Belt Line in Dallas. Asked for delivery on Saturday 090829
TUESDAY 090825 afternoon (800-732-7747) Talked to customer service and asked that it be rescheduled for delivery on Thursday. She said it would be and changed the information in their system.
[Note: I found out later that she never notified the store of the change – only the delivery company’s records were changed and thus our fridge was never brought to the warehouse to be sent out for delivery.]
WEDNESDAY 090826 7:21 PM outgoing - talked to delivery for 2:14 minutes because I never got the automated call about a delivery time.
THURSDAY 090827 7:13 AM (800-732-7747) outgoing - Talked to Tasha in the Home Delivery Dept. Who said they screwed up and could not deliver today. That I needed to talk to the outlet store (which did not open until 9AM).
THURSDAY 090827 9:28 AM (972-418-2293) outgoing - Talked to Dee (store manager) who told me it WOULD be on the truck today to go to the warehouse.
THURSDAY 090827 9:37 AM (800-732-7747) outgoing - Talked to Ino (Unit #24201) who assured me it would be delivered tomorrow (Friday 090828)
THURSDAY 090827 10:04 PM (800-732-7747) outgoing - talked to delivery for 16:43 minutes, no joy
THURSDAY 090827 10:21 PM (800-732-7747) outgoing - talked to delivery for 11:21 minutes, still no hope for delivery tomorrow
(Notice the timing of the last two calls – they hung up on me [though I suspect they would claim we were “disconnected”])
FRIDAY 090828 6:29 PM (800-732-7747) incoming - 1:04 minutes (automated delivery notification for Saturday)
SATURDAY 090829 10:38 AM (800-732-7747) outgoing - 2:25 minutes notification that they would be there in a few minutes.
The fridge was finally delivered around 11 AM on Saturday.
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Tuesday 090901
11:59 AM (800-732-7747) talked to? Who asked me to explain to her why I want a $50 GC as I was promised. I told her to read the * notes herself to figure it out. After 10 minutes, she came back and said it would come within 2-4 weeks.
12:03 PM (972-418-2293) talked to no one – on hold until I finally hung up
12:09 PM (972-418-2293) talked to Javier Tover and then Dee Kirkpatrick (manager)
I was given the information for:
Customer Care 800-469-4663
Sears Outlet, Store #4617
Sears Complaints Department
Bruce Johnson, CEO
3333 Beverly Rd.
Hoffman Estates
Chicago, Illinois 60179
National Customer Relations for Retail Stores
Customer Relations for Home Delivery Dept. 800-732-7747
TUESDAY 090901 12:14 PM outgoing - talked to customer care person who transferred me to — gt; Kiera (operator #80709, Retail Customer Care) who called the store and confirmed that Dee will call me back by end of the day today. If not, call her department back — 800-549-4505 — and my case is under my phone number.
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TUESDAY 090901 12:47 PM outgoing - talked to Dee who said. Alternately, that I should have rescheduled through them, that she DID put the truck and I should deal with the Delivery folks. Also, that they did their part in delivering it on Saturday, as the original date was met per contract.
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TUESDAY 090901 1:03 PM (800-549-4505) outgoing - talked to customer care who said they were going to punt to delivery — then hung up on me
TUESDAY 090901 1:08 PM (800-549-4505) outgoing - talked to JUDY who punted to delivery, she offered half price ($30) on a gift card
TUESDAY 090901 1:18 PM (same call) Judy got delivery on the phone and Katisha, a non-manager, said she'd get a manager for me. Greg (Unit #82013) a manager, said he would mail me a check for the delivery fee ($65) that would get here in 7-10 business days (800-732-7747 x16969).
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FRIDAY 090925 1:25: 48 PM (800-732-7747) outgoing - Sat on hold for more than 5 minutes. Talked to Toni (Unit 24201). Immediately asked for Greg at extension 16969. Was told she cannot transfer me. Someone else (Zana) came on a tried to help transfer me to Greg. (24 minutes by this time.)
During this call, Zana apparently did not know I could hear her talking to Greg's (peer? / assistant?) — Lucy.
I heard Zana tell Lucy that only the store could give back the fee.
She also told her that there were "NO NOTES FROM GREG" on the account!!!
Lucy said directly — "Yes we can issue a check."
Zana (Unit 82013 in Round Rock, TX) said she would send me a check and it would be here within 5-7 business days.
Total call time: 30:28
That was more then a three weeks ago.
All I want is my $65 delivery fee back which they SAID they could give to me.
Why can't this company figure it out and do what they SAID they would do?
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