To Whom It May Concern:
My fiancé and I are Completely Dissatisfied with your company. After being loyal customers of yours for years, we have decided after purchasing a bed set from Sears, that we will NO LONGER order anything else from here on out. This all began over two months ago when my fiancé and I purchased what we thought was a good deal on a bed set, especially with the rebate. Once delivered, the delivery guys broke our ceiling lamp while trying to carry our box spring up our staircase. We did not report it to any customer service representatives, because we realize that sometimes accidents happen. After being informed that our box spring was too large to get upstairs, we were told that it would be an "even exchange" for a split box spring and that the delivery guys would call it in. After a week went by and we heard nothing, I contacted Sears customer service and the woman behind the line told me she would get back with me about the issue. After waiting another couple of weeks, I received an automated voicemail saying that I had to go into the Sears store so they could re-ring our order up, but that it would still be an "even exchange”. So, my fiancé and I went into Sears, explained this mess and the salesperson re-rang our order up telling us that it would cost us double the amount for a split box spring. This was the first time that anyone had mentioned this. Then, they had to cancel our order to re-ring it up, which also cancelled our rebate. So instead of basically paying $650 dollars for a bed and box spring, we paid $650 for one mattress.
After complaining about this to my mom, she decided that she would just purchase the split box spring and a frame for us since we just bought a new house and were under enough stress. When I asked her where she ordered it from, she dreadfully told me ‘Sears’ and assured me that it would be fine.
After scheduling the delivery date for Saturday and receiving a call that it had to be pushed back to Sunday, my fiancé and I were annoyed, but like I said we get that shit happens. So today, nearly 2 months after purchasing our ‘bed set’ from Sears, the delivery guys managed to bring in the new split box spring and a beat up Sear’s box with our frame in it. Upon opening the box with our new frame, we realized there were only 2 wheels in the beat up box for a frame that requires 6 wheels. Again, we called the delivery guys and they said that they would report it. Did we believe them? No. So, we also called customer service shortly after who said that it would take 7-10 business days to exchange the frame. When asking if we could just go to Sears and pick up 4 the wheels that were carelessly left out of our box, the customer service representative repeated that it would be 7-10 days to do the exchange. Like you, we work during the day and cannot set aside a 2 hour window for a new frame to be delivered and exchanged to our house.
$1,000 later and only a mattress to show for it, we are extremely dissatisfied. Because of this horrible experience, my fiancé and I have now decided that we will not register for our wedding at Sears, buy any appliances for our new home at Sears or recommend any of our friends or family to purchase from Sears.
While I am in a similar line of work that you are in, I understand the importance of pleasing the customer and how negative buzz about your business truly affects it. I expect you to take care of this immediately, but I won’t be surprised if my voice isn’t heard by any of the robotic customer service representatives that I have spoken to so far. This experience has been handled so poorly that you have left me no other option then to put this on the social networks and inform others of this terrible experience.
Regretfully,
Michelle Becke
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