Sears
Dryer order charged twice and hour long phone runaround

I ordered a dryer as a gift at Sears.com. The online form had a box to check if a certainly delivery was possible. I purchased a Kenmore dryer at a higher cost than for comparable dryers because I wanted it delivered as soon as possible. The receipt I printed showed that I was charged twice the amount (a glitch in their system) and "Scheduled Home Delivery" November 29. When I called today to change the delivery date and correct the error in phone number they had, I was on the phone for nearly an hour and a half (on hold for nearly an hour total), transferred six different times, cut off twice, argued with, told that they could find my order, told my order was held up because of fraud, and finally, told that a representative would do nothing to help me. Finally, I insisted on speaking with a manager who was able to explain that though my credit card was charged, the order had not been processed yet so no delivery was scheduled. She made a note of the correct phone number that is needed to set up the delivery. In addition, she suggested how to follow up on Monday. Why couldn't that simple matter be handled by the first person I talked to? Sears.com "customer service" is broken! No more shopping Sears.com!!!

Company: Sears
Country: USA

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