I have now had trouble with two different sets of calls to Sears Customer Service Line. The problems begin with the first call. Before deciding to buy a microwave with hood to replace a broken microwave, I called Sears customer service to check on the services that I would be purchasing with delivery. Convenience and prompt service were of paramount importance to me. I was told by the Sears customer service department that if I paid for delivery of the microwave/hood combo, this would include installation. I asked the gentleman if he was sure and he assured me this was the case. Based on his information I purchased the microwave hood online, paid for delivery and checked the additional charge button that provided for the delivery person to remove the old microwave. I was told I would be called by an automated scheduler the night before. I was called the day before to confirm the address and at that time I specifically mentioned the installation and delivery and was told that this was what the call was about. I confirmed the address but was told that the time window would be given to me later that day in an automated call. Later that evening I was called and given a delivery window of two hours in the aft/early evening. On the supposed day of delivery and installation I had cleared time and cancelled my kids activities in order to be available. The microwave/hood was delivered an hour early (lucky I was at the house still) and the delivery people said that installation person would be along later. Twenty minutes after the window had elapsed I began calling customer service. An hour on the phone with 5 different customer service reps and the same answer: It's not Sears fault that their own customer service agent gave me false information that lead to my choice to purchase from them-the installation is 129 dollars in addition to the delivery fee. I scheduled the installation and was told that the installation would be scheduled on a particular day but that the time window would be up to the installer. I was just called by the installer who says that they cannot put me on the schedule for the day Sears told me because Sears didn't send the information to them in time. I am now left waiting several extra days for service with a company that I chose to use based on incorrect customer service information. I am steamed, inconvenienced and feel that my custom was obtained fraudulently.
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