On Saturday, December 13, my wife and I went to the Sears Store in Athens, GA to purchase a $1,200.00 NordicTrack Elliptical for her Christmas present. The person that helped us was great; he even set a delivery and installation date for Friday, December 19 at 5:00pm which was excellent due to the fact that we didn't have to miss work, and its hard for me to get off since I am a supervisor and would still be able to make our grandson's 12th birthday party.
On Monday, December 15th, I was notified by the installer that he would be at my home on Saturday the 20th the day after delivery at 10:00am to put the Elliptical together. I was told by the person that sold me the Elliptical at Sears, it was to be put together on the same day as delivery which was not really a problem.
On Friday, December 19th, I arrived home at 4:35pm. When I checked our answering machine, I heard a message from the delivery people stating that they had been at our home at 3:45pm to make the delivery and gave a toll free number 1-800-732-7747 to call.
Well needless to say, everything went down hill from there. I called the toll free number around 5:00pm and talked someone about the delivery time, I explained that I was told by person that sold me the NordicTrack Elliptical at the Sears Store in Athens, GA, the delivery time was set at 5:00pm. The person then told me that the delivery truck was in Winterville, GA which was 15mins away from my home. He would call them and have them to return to my home. He then told me that if the delivery truck hadn't returned to my home in a hour, I was to call back.
At 6:00pm, when the delivery truck did not return, I called the toll free number back and of course got a different person. I started explaining to her what the other person had told me, but she didn' seem to want to listen; only that she could set another delivery date on Friday on December 26th. I tried to explain that was not what was told to me by the other person; she didn't seem to care so I asked to speak to a supervisor. She put me on hold for about 10mins. And when the person came on the phone, I had to explain again to him what was told to me. He told me that I had to call the store where I had made my purchase. Either the first person I talked to, lied to me; or, they don't know their job or they passed the buck. Which one would it be?
It even gets worse. When I called the Sears Store in Athens, GA where I purchased the NordicTrack Elliptical and asked to speak to the store manager, I was either hung up on or put on hold, and no one would pick up. After eight times, trying to speak to someone I was able to talk to a lady (wished I had gotten her name) and explained my situation to her and how many times I had called to talk to the manager. She told me who the manager was (Walter) and that she was going to put me on hold and personally get him for me which she did.
I was able to talk to the store manager and had to explain my situation again to him. He told me that the installer could have picked up the machine and brought it to my home and put it together instead of the delivery truck bringing it and having the installer come out later. He took my home phone number and told me he would call me back in 15mins. He was going to see what he could do. About 15mins. Later the manager called back and told me that he was going to call the installer and have him come by the store on Saturday morning, pick up the NordicTrack Elliptical and bring it to my home and put it together.
The lady I talked to and the store manager was more helpful to me than anyone I had to deal with through this entire ordeal. The Athens Store needs more people like them who are caring, understanding and will take the time to listen.
Now, I feel that the person who sold me the machine has double charged me for the delivery and the installation and may have mislead me on other charges that was added on so that his commission would be higher.
My wife and I have shopped at Sears for 29 years and bought all of our major appliances, tools, etc. But this ordeal has left a very bad taste in my mouth. Not only how I was treated, hung up on, mislead and the fact that I had to miss my grandson's birthday. Has Sears gotten so big that they don't care about their customers. With some of its' employees it appears so.
This complaint might not go anywhere. If so; so be it. I hope this complaint might help with the next complaint you might have from other customers. I haven't made up my mind if I'm going to the news media with my story as yet. But if I do, it will be to inform people on how they might be treated if they want to file a complaint.
Danny Kerns 345 Virginia LaneHull, Georgia 30646Home Phone 706-353-7008Cell Phone 770-307-8503
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