Sears
Large barbecue delivery canceled with no apology and poor customer service

Sears does not value their customers anymore.

Sears takes no responsibility for customer satisfaction. When the delivery of a large barbecue unit was blown off last night (at 10 PM I called for the 4th time to find out where the delivery guys were, and someone finally told me they were not coming - no excuses, no apologies. Just that the delivery was terminated)

I tried to call Customer Service this morning - it is a joke. I was transferred 7 times (to people who only have first names - Sears business model must be based on Alcoholics Anonymous) with not one of those people taking any responsibility for the poor performance. I had to take a day off work to be available for the delivery, and now they will not even guarantee any time to redeliver. I am supposed to get in the same situation again, I suppose.

I called corporate executive offices (not a toll free number) and spoke with a woman named Jennifer (oh yes even the executive office does not use last names) who said she was an executive assistant and that she would look into this and get back to me. It is now 2 hours later, and Jennifer must have lost my number.

I called the credit card company and suspended payment for lack of performance. That way, when they call me with my delivery schedule tonight, if it doesn't suit me, I will cancel immediately, and then go to Costco or Barbecues galore. I'm sure they will be happy with a $2000 purchase and they may even guarantee a time window for a delivery I can live with.

Don't shop at Sears if the product needs service or you have to schedule delivery. This company does not value their customers.

Company: Sears
Country: USA

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