October 28
Dear Sears,
I am writing this letter to make you aware of the need for improvement in your customer service area.
On August 7, I was in your Kentucky Oaks, Paducah, KY store to purchase a stove and refrigerator along with the additional 5 year insurance. I had done my research on price, maintenance and service and found Sears to be my best option. There was some trouble ringing up my purchase as I was purchasing a stove at a sales price and a refrigerator on clearance. Evidently because the refrigerator was on clearance, the computer would not set it up for delivery, therefore they finally decided that they would go ahead ring it up and contact me for delivery. I told them that would be fine. I paid for my purchase and left the store with the assurance that my stove and refrigerator would be delivered with an estimated delivery date of August 17. I was told that they would be delivered separately as the stove was also to be installed, which was also fine with me.
On the morning of August 17, I called the delivery line and the automated system stated I was set up for delivery on August 31. Concerned I contacted customer service who then sent me to the delivery department, where they were very helpful. The lady I spoke with stated she did see that I was due to have my stove delivered and installed that day and that she would contact the installer to see what time I should expect him. She called back and left me a message with his name and number and that he had been trying to contact me, but that he was given the incorrect contact number. She had given him my correct number and he and I finally spoke late that afternoon and set up a delivery time for the next day.
Still concerned that I did not have a date for my refrigerator, I called the automated system again and it stated that there was no information on record for a delivery for me. I then called the store and they told me that the gentleman who sold it to me would not be in until 5:00 and that I should call back then. I asked if I could talk to the department manager who was familiar with my sale as he had helped the associate when the computer wouldn’t accept it for delivery. He was put on the phone and assured me that it would be taken care of and for me to call back at 5:00 and talk to my original sales person. I called and he was busy, so I left a message for him to call me back. I did not hear from him so I called again the next morning, which would now be August 18. I was told he would be in at 3:00, but that another gentleman knew what was going on and maybe he could help me. They went to see if he was available; he was not so I was assured he would call me back in a couple of minutes. I never did hear back, so I called again and he had already left for the day.
The next morning, August 19, I called again; he was busy so I left a message. Called again that afternoon, he was busy so I left another message. I called again that evening and spoke to a very helpful gentleman by the name of Nikki who took the time to look up my account and he said he did not see where it had been set up for delivery. He said he could reset delivery, but the earliest it would be delivered would be August 31 and suggested I wait until the next day to make sure something else had not yet been worked out as he was familiar with my situation (he had been one of the clerk’s taking my messages). He called me back the next day and told me that he would go ahead and reset delivery for Sept 7th and credit my account for the delivery fee. I told him if that was the soonest they could get it to me then I all I could do was wait until then, but that I appreciated the fact that he did take the time to help me the best he could and thanked him for the credit. I had no refrigerator during this time and really needed it as soon as possible, so I arranged for someone to pick it up for me on August 28th. So Sears never actually delivered it.
During this time, I had failed to make my payment on my Sears card and was assessed a late fee of $25.00 (was one day late), which was fine it was completely my fault and I had no problem paying it. Now I see for the last two months I have been paying interest on the purchase of a lawnmower in April (which was to be interest free for 12 mos) and on the balance of the appliances I purchased (which were to be interest free for 12 mos). I am sure somewhere in the fine print it states that if you are late, your interest free days are over for these purchases.
I am just discouraged that I chose Sears for the purchases of these 3 major items and received the kind of customer service that I did and then turn around and be late one time on a card I have had for years and normally payoff monthly and then begin being charged interest even before I had the refrigerator in my home!
Since I am being charged interest, as of today I have paid off over 80% of my balance and intend to pay in full ASAP due to the fact that my budget (you have to have a budget when you are a single mom) did not include having to pay interest.
I have always enjoyed shopping at Sears because of quality and prices and will continue shopping there. I just wonder how many other customers experience this kind of service and never speak up. Hmmmmm…………….. Something to think about.
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