Quick tale— Saturday 1/15/05 ordered mattress set from Sears after searching 20 minutes for sales help. (Briarwood Mall, Ann Arbor, MI). Offered free delivery as incentive. Sounds good, but they still charge a customer $50 and then customer has to complete forms and mail in for rebate—STUPID&just don't charge me the $50—now that is free delivery. Wasn't told that until already on charge card, but wanted new bed too much to argue. Delivery scheduled for Saturday 1/22/05&time frame unknown.
Friday eve 1/21/05—called delivery number for automated voice to tell me that my mattress will be delivered Saturday 1/22/05 between 3:30pm and 5:30 pm. It starts snowing in Michigan this Friday evening HARD!!!
1/22/05—still snowing and I'm shoveling for hours. Checking messages b/c I can't believe that the delivery will happen. 3:15pm&still no call, but CNN and all major networks are covering this huge snowstorm over Great Lakes states. I have not heard from Sears and the new mattress and springs could be delivered in 15 minutes. I have shoveled a lot and salted the steps so nobody will slip. (Moved my car out of the way too.) It's 3:15 pm so I take all of the linens and cover off of my old mattress and break down the bed and haul it out to the living room so it is ready to be removed. 4:10pm I'm outside sweeping snow off of the steps and a call comes from a number with a "512" area code that there won't be a delivery today b/c of weather. Where is "512"? I know that it is no where in Michigan. WOW, it is in Austin, TX and they just are psychic and know so much about MI weather that they have decided to give me a call about it as if I didn't know...
There will be no delivery due to the weather conditions... I see red... Why wait until 40 minutes after the delivery time to let me know?
I call Sears delivery number and talk to some woman who reminds me that the weather is lousy?
Well no kidding I've been shoveling for hours, but you could have told me at 10am that you weren't going to come, anyone around here knows how bad this weather is and where are you at? She is in Columbus, OH. Well idiot, if Sears had any one in Michigan making these calls they would have called hours ago because the weather has been awful and the roads worse since last night??? Why wait until 40 mins after delivery time, and don't tell me that's when they knew..
Well those big delivery trucks and the snow, yada yada... Big trucks can actually do quite well in the snow because they weigh a lot and are full of heavy things like my mattress and springs...
Sears rep—Well, I don't own Sears so I can't decide where the call centers will be." Well, I say, if you don't care enough about customers in Michigan enough to have one here where people can figure out what the weather is then I don't want your products.
Sunday 1/23/05 try to get money back. Guess what? There is still no one to help customers in the mattress department. Same deal as the day I ordered the darn thing, so I go to the main cash register and a manager is paged overhead. She finally comes over after about 10 minutes and then tells me that she "isn't even supposed to be working today, and I'm not sure that I know how to do this return.." Uh, oh... I'm in for a long one... YES, she does not know how to do a return and when I tell her how pissed I am about what happened yesterday she looks at me like I'm a bug under a microscope. Finally the mattress woman wanders over and they have a chat about how do you work these darn cash registers anyway (well, not really but neither one of them could get the $50 delivery charge refunded). I finally sat down on a nearby mattress set to try to remain calm. It turns out that they couldn't get my $50 refunded because it wasn't in the computer that my mattress was never delivered. (They hold on to that $50 like it's the only thing between them and Chapter 11). Finally, after calling Brandon in the warehouse who can confirm that I didn't somehow get a mattress yesterday, and waiting 5 more minutes for that startling information to go through the computer, and the sales lady telling me how she couldn't get to work yesterday because the weather was so bad... I got all of my money refunded. When I told the manager that I'm never, ever shopping at Sears again, she looked at me like tell me something that I have not heard before.
I'm from MI and used to try to shop at KMart because they were originally from MI and I'm kinda sentimental like that, BUT NO MORE KMART OR SEARS shopping shall I do... Creeps!
R
Ypsilanti, Michigan
U.S.A.
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