Sears
Horrible service response

I purchased a Kenmore washing machine from Sears on Thur 11/11/10 from an awesome salesperson. We were there after 3P.M., the cutoff for next day delivery. Thus, delivery was scheduled for and occurred on Mon 11/15/10. However, after the installer left, I realized he failed to install the sound shield, thus leaving the entire bottom of the washer open and vulnerable to bugs, etc.

I called the installer, and he said he did not know of the sound shield, although it is listed on the installation instructions (which is how I learned it was missing). On Monday night, I called the Sears 800 line and eventually spoke with Alex, who said she would schedule the proper installation for Wed 11/17/10 and they would call the night before. The never did, but I had already scheduled a day off around delivery, so I was at home and called the 800 line again.

This is the FUNNY PART: Elizabeth told me that because it was too late to call me on Monday night after I spoke with Alex at the 800 line, they merely NEGLECTED to schedule the Wed 11/17/10 delivery. When I asked why they would not call me on Tues 11/16/10 as they had all day to do so, and that it seemed that they would want to get out and fix a problem even quicker than a mere delivery, Alex accused me of being “sarcastic.” I explained that I was not being sarcastic, but wanted to know why she would merely gloss over the fact that Sears could have called all day Tues 11/16/10 but neglected to do so, which valued their time over mine.

Elizabeth argued with me, although she said she was apologizing, and we finally set the delivery AGAIN, this third appointment being Thur 11/18/10.

Now I’ve got to AGAIN rearrange my schedule, where I run a small business investigating corporate fraud, among other things. Just thought I would let others know that Sears deliver quality does not live up to the quality image they are trying to convey.
Don Love, J.D.

Company: Sears
Country: USA

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