Sears
Delivery/Customer Service Issues

I purchased an OTR microwave, flat top range and dishwasher at the beginning of Mar from a store other than Sears, but owned by Sears… So here goes, the sales rep asks if we could take delivery that fri or sat (at the end of the week) we said sure. I receive a call 2 days prior to delivery to be notified my appliances are on back order. Next delivery is in 2 weeks, not a problem I understood but, the store manager and the warehouse was surely not prepared for (“The first biggest selling weekend Sears had in 2011”).. I get a call AGAIN 2 days prior to delivery to be AGAIN advised that my appliances are AGAIN on back order its another 2 weeks… (it’s now April) by this time, I told the rep if she didn’t send something by this delivery then forget it all. (I had already (that day) sold my appliances I currently had in the home..) She actually stated “the microwave is on back order, that is why all are being backorderd”.. (in this whole process they are having to cancel my order and re-order my microwave) Like I said, I needed something. She arranged for me to get the stove an dishwasher on the day she stated. Finally, the day comes for the me get my stove and dishwasher. I installed with not problems. Now, waiting on microwave. I get a call 4 days later to advise my microwave is AGAIN, yes AGAIN on back order, I said ok, another 9 days go by. I then wanted to speak to the store manager, he asks if I can come and pick up the microwave from his store, by this time I was ready to do anything just to get what I had paid for. I said, “yes”, he said ok. He again cancels my order and re-orders (we are up to four canceled orders now) ok. Said and done… I was to pick up the microwave in 2 days… well the 2nd day comes and I am ready to go, but I get a call from the “delivery guy” who has my microwave on his truck and he will be delivering today. What, I thought I was to pick it up from the store, but ok, I didn’t argue… it came that day and all was said and done… until, the end of July when I cook for 23 minutes, and the thing fried itself. I called customer service to advise and have a tech come out and repair. She sent me a faceplate in the mail, it arrives 3 days later, tech arrives 4 days later to repair and guess what, that’s not the problem… he calls some tech support and they proceed to ask him to ask me “how long did I cook for”.. (what does that have to do with anything. It’s a “top of the line Elite” convection baking microwave, I should be able to cook for an hour and not have a problem…) I told him 20-25 minutes, he gets off the phone to tells me “I always tell my customer’s to open up their cabinets around the mw so it will have more air” sounds logical right, not so much….. So now we have to order a thermostat, and WAIT another week and a half for ANOTHER tech to come out to install the thermostat. It arrives 3 days later in the mail, tech calls 2 days later we schedule appt, for the next day, he arrives installs the thermostat (he had to dismantle) and in the process, damages my property along with the glass plate that goes inside the microwave, the metal filters underneath for ventilation. And he was unable to get the outer shell back on properly because of a ding in the side (that’s really not his fault, sh. Happens, he took pictures and so now I am having to deal with a 3rd party who handles their claims. (THAT’S A WHOLE DIFFERENT ISSUE WITHIN ITSELF, they are very impolite and discourteous. (I had such an issue with them I had to call the Executive office for Sears…) I wish no one to have to deal with them)!!! Now, I have to wait for a plate and the filters, they show up in the mail. I go to put them in and on, and I hear a rattling, I thought it might be something inside, I get to looking and he forgot to put the screw in the holds the faceplate to the mw… that’s what was rattling, as I closed the door (the door closed against the faceplate)… I called customer service to have them send someone out… that tech comes 4 days later (we are now at the end of Aug) he comes out and finally repairs the mw to its original state. And I am pleased FINALLY… that night, I cook fish fillets for “literally 20 minutes” and right before the 20 minutes was up it FRIED ITSELF AGAIN!!! I call customer service and they transfer me to 2 different people telling me “one moment, I am transferring you now”.. That’s what the last person said??? I am totally confused now… And now the Executive office picks up… I told them I didn’t need the Executive office and they said well since, you have now contacted us we are in control of your issue… I only called them about the issue with the 3rd party claims dept??? Sept now I am having to speak to them about my mw??? I speak with a guy and I tell him all that has happened since July… his bottom line was to replace. I said, ok, thank you. 8 days go by and I have heard nothing from the delivery dept? The executive office calls to follow up with the installation and I advise I have not received anything. He saids “you’re kidding” and I was like “no, I have no reason to lie to you”.. On hold… comes back and apologizes for missing the last step in the process, I understood. I have been in customer service all my life and we are human, we make mistakes. I get a call at 7:30pm 5 days later to advise they have me on schedule from 9am-1pm the next day, I advise I am unable to take delivery at that time, we must re-schedule. He says he has to send this back over to the warehouse and they will contact for next delivery. 5 days go by and I get a call at 8:00pm to advise delivery is the next day between 11-4??? I never received that delivery? 6 days go by and I call, finally we now have a delivery date of Sept 30.. I get a call the night before to advise delivery is between 12-4, I called the installation/delivery guy the day of delivery and ask him if at all possible can it be after 2pm, as this is what I have been advising EVERYONE within Sears that, that is the only time I am able to take delivery. I understand their 12-4 window, that’s just what the computer says… he said hold on let me check my truck to see if I have another delivery in that area and I can come to you next… he checks his truck and states “this paperwork is all messed up, I don’t even have that mw on my truck, its already been picked up from the warehouse and it wasn’t me??? You have to contact the sales rep to have them re-order the mw….. What??? I call the Executive office… on hold. Comes back to tell me no-one knows where the mw is??? I am still waiting on my replacement and it’s now the day before Oct 1… I am writing this the day of “supposed” delivery as I am now a very disgusted consumer who is only 32 yrs old. I could be a life long customer but, after this I don’t even want to buy a matching refrigerator from them, as I am afraid of what the service is going to be like… All this time, I have a full time job, I go to school full time, I have 3 dogs and a partner of 9yrs… I do have a personal life, but these last 2 ½ months have been “hell” (it literally feels like a year’s worth of effort on my body and mind) with the whole situation between the 3rd party company and Sears customer service in general… The executive office will get it done, but once you contact them, you can never contact “customer service” again, because the minute they see your name across the screen they start transferring you all over the place, and then finally the Executive office picks up….. I am completely drained of any energy I have exerted towards this whole ordeal, I put this together with not much thought in processing because I have better things to do with my time… I am about finished with Sears. I have told several of my friends and family and they all have one thing to say “just hearing you, makes me not even want to walk in the door of any Sears locations” and I am still talking about it, and will continue to talk about it to anyone who will listen. With that said, I will close for now. But, if you would like to hear the story on Sear’s 3rd party claims dept., feel free to email me and I can fill you in. Or maybe I will post on here what the experience was like when I am not trying to complete my homework that is due soon…

Company: Sears
Country: USA

  <     >