Sears
Service

On Sunday, Sept. 20 my wife and I entered the Sears on Rt. 202 in Delaware attached to Concord Mall with the intent to purchase a new Samsung washer & dryer, which we did. We had already done the research so we literally walked in, pointed and said we'll take those two and paid in cash. Our delivery date was set to be Monday, Sept. 28. They told me to expect a call the night before the delivery to confirm a two-hour window in which I needed to be home to receive the appliances.

On Friday, Sept 25 I got the automated call asking me to call a number to confirm the delivery, which I did - all set for Monday, Sept. 28. I then got the same call, again, on Saturday asking me to once again confirm the delivery and finally a THIRD call on Sunday for the same reason. Three calls making sure that I was going to be home to receive the washer & dryer. I was instructed to be home on Monday, Sept. 28 between the hours of noon and 2pm to receive the goods.

Monday rolls around and I head home from work at noon, wanting to make sure that I would be home if the guys were ahead of schedule. At about 1:30pm the doorbell rings, at the far end of the window, but on time none the less. I show one of the men where we're putting the units and then we head back to the truck, but there is already a problem. The other guy can only locate the washer on the truck, the dryer isn't there. After some calls it's determined that the dryer was never loaded, its still at the warehouse. The man also tells me not to worry, I'll get a call to reschedule the dryer. So they bring in the washer, I tip them each $20 for the work and they're on their way. That's the last I hear from anyone at Sears for the day.

I tried to call the same number I had already called three times to confirm delivery, but I get placed on hold for 45 minutes and then the system hangs up on me. It's late so I didn't call back that evening. The next day I called the same number starting at 8:30am, I listen to the hold music for an hour before I get tired of it. I then head home to talk to a contractor at my house and once again try to call the number, I sit on hold again for an hour and 20 minutes - never once talking to a person.

After that hour and 30 minutes I decide that it's actually quicker for me to get in the car and DRIVE back to the Sears where I purchased the units than sit on hold any longer.

I arrive in the store with my little blue book of receipts in hand and head to the appliances department. Once there I immediately notice no less than four sales associates congregating near a row of refrigerators and head straight for them saying, "I need some help." Suddenly, its none of their departments and they all scatter. I stood at the counter in the appliances department for another 15 minutes, beckoning any sales associate I could find to come help me - it was always "not their department." I'll bet if I wanted to buy something I would have had more than enough help.

Finally, 15 minutes later, a woman came over to talk to me and I detailed the issue about the missing washer. She started to help me and about 2-minutes into researching the problem the phone rang, she took the call and proceeded to assist the person on the phone while I stared at her for another 10 minutes. After the call she was able to get the warehouse on the phone who informed me that "due to a misspelling the dryer was left off the truck." So the delivery is once again rescheduled, on that Thursday the dryer, which was supposed to come on Monday, finally arrived at the house. Funny thing was, when we went to hook it up we couldn't because they delivered it with the wrong electrical cord. So, yea, again, we had to take another trip back to Sears to exchange it for the correct cord.

When my wife did the exchange she found out what the misspelling was that kept our dryer off the truck. Even though I clearly answered all the questions asked of me, you know, after "how will you be paying for this?" the sales guy not only ordered us a 3-prong cord instead of a 4-prong, he actually ordered us a GAS dryer. I'm not sure what tipped off the warehouse, but they corrected his dumbass mistake that delayed the delivery of my dryer for 3 days.

I called their customer service number with this exact story and after listening to me monologue for 5 minutes the woman on the other end of the phone says, "well, thats terrible, so is there anything else I can help you with?" Else? I'm curious to know what exactly I've been helped with thus far because I sure as shit can't think of anything.

Company: Sears
Country: USA
State: Delaware
City: Wilmington

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