We purchased a Samsung washer and dryer in our local Sears store yesterday. We were told that we would be called tonight to ARRANGE a delivery window on Tuesday. At that time, my husband indicated that he could be available anytime on Tuesday except between 8:00 A.M. And 10:00 A.M. When we received the automated call, we were told that our delivery window would be between 8:30 and 10:30. We called the delivery company to let them know that we could have someone available by 10:30 and anytime thereafter, but not before. It was obvious that they were reading from a script, as what I was telling them seemed barely acknowledged. I am a public school teacher and my husband works in retail. We make our living largely based on our patience, and we certainly have a great deal of empathy for those working in retail at this time of year. However, the level of professionalism and the amount of common courtesy that I received was very much lacking. I politely but sternly expressed my frustration and asked to speak with someone else that could make decisions. After more discussion, I was hung up on. Upon calling back at least two more times, the phone was picked up and immediately hung up again, without a greeting of any kind. When someone finally did pick up, I was given the same script that I had been given the first time. There was no acknowledgment given to the fact that I'd asked to speak to someone to discuss being hung up on. When I asked that my purchase simply be cancelled, I was finally told that the delivery window could be adjusted. At that time, I indicated that I still wanted to speak to a supervisor about being hung up on. I was told multiple times that there was not a supervisor available that I could speak with because they were too busy, but that they would call me back. At that time, my husband went back to our local Sears to ensure that our order was canceled. The associate at Sears did apologize; however, seemed unconcerned about the disrespect of the delivery company. I'm very disappointed in the overall customer service that we received, and that our concerns were not taken more seriously by Sears.
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