Topic: My experience with Sears

[mmtsquid]

So, I need some new kitchen appliances, a stove and fridge.
I shop around, and it appears that Sears has the best deal locally.
To follow is the letter I wrote Sears after 5 (count 'em) attempts to deliver the correct fridge undamaged and on time.

"Where to begin?
I should start by saying that until recently, I have always been a loyal Sears customer.  I spend easily $1000-$1500 dollars every year buying tools from my local Sears store.  If fact, my parents used to own a Sears catalog store - I grew up assembling weight machines and entertainment centers, and delivering appliances during the evenings.
So it really breaks my heart to write this letter, but here goes.......
I purchased a Kenmore gas range and refrigerator on Feb. 23, 2009 from the Belleville IL store with delivery scheduled for Feb 25.
Because I work during the day, I requested a late afternoon/evening delivery, and the salesperson assured me that wouldn't be a problem.
On the 24th, I recieved a phone call stating that delivery would be from 10-noon the next day (not evening as promised).
So I take the day off work (very mad) and wait for delivery.
As promised, the truck shows up with my appliances.
The stove comes in and all is well.
The fridge comes in, and OOPS - it's the wrong color.
We discover that the store ordered the wrong color.
The delivery crew leaves the white fridge, and instructs me to contact the store to clear up the color issue.  No problem.
I go to the store, explain the problem, and the correction is made, with delivery scheduled for the 28th.
Crew arrives, and says they were instructed to leave the new fridge in the box.  I tell them that's not the case, I want it unpacked and plugged in.
The driver goes outside, comes back 30 seconds later and tells me that the fridge is damaged (handle broken, door dented in).  He offers to leave it and send replacement parts, and I tell him that's unacceptable, I paid for a new, defect free fridge, not damaged goods.
Crew leaves, I go back to sears.
Staff is very apologetic, gives me $100 in gift cards, and reschedules delivery.
I had to go out of town on business, so the earliest date to deliver was Mar. 14, 2009.
Crew arrives, asks me to look at fridge, and sure enough, IT'S DAMAGED AS WELL!!!!!!!!!  The top was caved in.
This time we reschedule over the phone - for the 15th between 2:30 and 4:30.
That evening, I got the call confirming that time.
So I sit at home all Sunday afternoon, and guess what?
You f***ers never show up!
No call, no email, nada.
So I'm back on the phone, really pissed.
The new arrangements are that the fridge will be delivered on Mar. 19th, after 4pm, with an additional $50 gift card to be mailed within 2-3 weeks.
I have bet this gift card with a friend that if the fridge shows up on time, it will be damaged!
I have absolutely no faith in Sears' ability to deliver the correct product on time and undamaged.
Further more - I will never purchase anything from Sears again.  No tools, no clothes, and for damn sure no appliances!
Your company has lost my business forever.

Sincerely,
Richard Page"

This is their response.............

"Dear Richard Page,

Thank you for your recent correspondence. We are always interested in hearing from our customers, but we regret it was this type of situation that prompted you to contact us. We apologize for the inconvenience you have experienced and understand your frustration with the delivery of your appliances.

We want to make sure your issue is addressed. To better assist you, please contact our Home Delivery specialists at 1-800-SEARS-47 (1-800-732-7747).

Once again, we apologize for the inconvenience you have encountered with the delivery of your appliances. We appreciate your business and value you as a Sears Holdings customer. We certainly hope you will continue to make Sears Holdings your choice for quality and value.

Sincerely,

Joanne J.
National Customer Relations
Sears Holdings Corporation "


Are you friggin kidding me???
They want ME to call and straighten things out?

Here is my latest response...........

"Thanks for the form letter, Joanne.
I'll be sure to print it and wipe my a$$ with it later.
I'm aware of the Home Delivery phone # - I've dialed it so many times that it has been committed to memory.
Alas, my previous 27 calls have failed to yield an undamaged, color correct refrigerator delivered on time, so I highly doubt that 1 more is going to make a substantial difference.
Sears has had 5 opportunities to correct the problem, but has failed miserably each time.
The fact that Sears' response to my complaint was to send out a form letter instructing ME to call someone chaps my a$$ to no end, and only further ensures that I will not be patronizing your company any longer.

An appropriate response might have been for YOU to call the Home Delivery phone # and get to the bottom of the problem!"

I'll post updates as they occur.

Has anyone else had this kind of problem with a company?
Other than Old Bike Barn, of course.........

[heffay]

totally sux!

i hate customer disservice 

go here for my rant about home depot http://forums.sohc4.net/index.php?topic=30003.0... i received one form letter in response to the many that i sent to multiple stores. 

at least you got gift cards!

[tramp]

i've heard of a bad run but yours is right on top for the #1 spot

[Steve F]

Sounds like you got all the rejects from Extreme Home Makeover 
That kind of customer "service" really sux.  What are you gonna do now?  Return the lot (and keep the gift cards for Christmas presents)?

[shacolaid]

Terrible customer service would be an understatement.

Just today my wife and I tried to return a DVD player that was less than 3 months old to Best Buy without a reciept. That I know was our fault. BUt we paid with a debit card and they had no record of our purchase. Worse yet, the DVD player we bought was their own Insignia brand. The service rep was able to find our lower cost purchases such as DVDs and games but even the camcorder we had purchased was no where to be found on their record. We had to ask for a customer service number to call when we got home.
From home we called their customer service and they were able to give us a tracking number that the store could use as a receipt. Do you mean to tell me that the store could not just call and get this number for us?

I hope things work out for you.

[333]

Sorry to hear about Sears. While at least it sounds like they are trying to get it right.

Best Buy is another story.  You'll be lucky if you are able to return it at all.  I've been fighting for about a year and a half to get a refund on a damaged LCD flat screen HDTV.  I'll try to be brief.

My son(21 at the time) was hit by 2 cars(as a pedestrian). A long story there, but he's almost 100%.  On the 1 year anniversary of his survival, we decided to get him an HDTV, since he spends a lot of time at home.  We went to Best Buy, as we had bought 3 other HDTVs from them for various family members, and had experienced no problems.  We tortured him by making him sit through dinner out after the purchase, but then went home to set it up.  We unpackaged it to find the screen cracked at the bottom center.  Being late, we took it back the next day, where they proceeded to say all sorts of things ending up with a decision that we had damaged it, and that we were liars(actual words).  We are still fighting this issue.  The local county office for consumer rights is helping, and we are in the last part of the process before we have to file a lawsuit.

Google "Best Buy", and you will find all sorts of negative websites dedicated against them.  Even the manufacturer says that Best Buy is the worst, nationwide.  Just say no.

[Demon67]

I fixed appliances for many years and the best times for the customer was when my boss was an old field  (Ontario service manager) tech that had moved on to management, if a customer ran into something  that was not good George would say replace it and it would be replaced PDQ if there was a problem with it being delivered and being screwed up I would get a call ( I was an independent service contractor ) to go check out the appliance before it was delivered and make sure that it was delivered OK, send the bill care of the service manager and I would get paid for my time. Then of course because he'd risen through the ranks as it were he could see that the bean counters were in ascendance, so he took early retirement, boy did it go down hill from there, customers what customers, ah money producing units. I think all companies that subscribe to the feeling that customers are not people just units have contributed to the economic collapse of North America. As far as Sears goes if you want them to do it right go to the Sears store and tell them face to face whats going on no manager likes an angry customer that won't go away until it's fixed.
Bill the demon.

[Markcb750]

Two facts:

Sears=Kmart



Sears Company is leveraged more then 14 to 1, and has debt equaling more then 150% of the shareholders equity.

But their Executive staff still got bonus check.

 

[heffay]

that's why their ENTIRE store is on clearance.

now prices are just a small amount above their competitors.   

[mmtsquid]

I'm just baffled at why they don't seem to have an interest in "first time quality".
At this point, they are already in the hole on the fridge (on sale, plus 150 in gift cards, plus 4 trips to my house - not to mention 2 badly damaged units that they tried to give me).
It doesn't take a management genius to figure out that whatever their current system is, it ain't working!

[754]

Up here I think Sears is still;
"Satisfaction Guaranteed or your Money refunded" ( maybe just a credit)

Get a hold of a media person, they are hungry for a story, and might do some legwork for you..

 The managment geniuses cant figure it out, they have been business schooled into "what works" and blindly stick to that path...

 (Thnx heffay)

[VonYinzer]

Along the same lines...
I was at a best buy right after christmas, and was purchasing about $200 worth of electronics. Now being a week after christmas, the store was packed with people returning / exchanging goods. I got my products off the shelf and went to get in line. There were 3 seperate lines opened, and i was last in the first. The store manager was standing towards the counter trying to keep everyone in order. I looked over and saw a 4th line open up 2 feet from me so i walked over to the counter to check out. The store manager screamed from across the the room, "you are not next! this woman is! back away from the counter NOW!" i was shocked and backed up a step as she rushed this woman to the counter in front of me and proceeded to check her out. as she did, i could hear them talking...
THEY WERE FRIENDS!!!!!!!! they were planning a lunch together! Now not only was i pissed, but the 100 other people in line in front of this woman, (both in there 50s) were as well. They talked for a good 3-4 min after finishing!!!! i threw my stuff on the counter and told the lady i didnt want it, and she told me that they were busy and asked that I PUT IT BACK!!!!!!!!!!!!! i walked out and called customer service, where i was told that she had a wonderful record with best buy (ie high sales #s) and they were sorry i that I FELT AS IF I WAS TREATED POORLY!!!!!!! what a bunch of jerks! i got a $10 gift card with a letter that said my buisness was valued, and they hoped id be back soon. not likely. gave the card to my little sister and ill never go back.

[mmtsquid]

If they still had my old fridge, I would GLADLY return all of the items.
Problem is, If I return the stuff, I will be without stove and fridge for at least 2 or 3 days.

If thursdays delivery is botched, I may try out the local media.

[cb350twin]

We have had a similar problem with a Wet Vac that was under warranty. They refused to fix and return it they said it was "too old" even though it was under warranty. They finally fixed it a month or two later with used parts after the Warranty was up. Problem was we went out and bought another one. Now we have two. 

#2 I was going to buy a battery changer for the bike that was on sale. The store didn't have it but they could order it at the next closest store and I could pick it up. The next day I when over there they didn't have it either waited the a few weeks either store still didn't have it. I said I wanted my money back  they said that since THEY did it with a gift card (I paid cash at the store mind you) they would have to put the refund on the card which would take a week or sometime then they could give me my cash. (Which was how I paid)   So I Spent  45 mins at the store while they called in to someone. Come back in after a week to find out they the person they called must of been plying with them self as they did jack squat no money on the card.  Had to wait all over again finally got my money back after a month and a half..

Only thing that Sear's is good for is tool's. But I don't break tools so most of the time Harbor Freight dose well.

[mmtsquid]

So I'm at work yesterday, and get a call from sears - they are running early, and want to know if it's OK to show up 2 hrs early.
I work 40 miles from home, and there's no way to make it there in that timeframe, so I say, "No, please deliver it at the pre-arranged time we agreed upon, 4-6".
No problem, I'm assured.
6 pm comes, and NO FRIDGE!!!!!!!!!!
I go to the store, and speak to the same manager I've been dealing with.
She makes a call, and my fridge is delivered at 8pm.
No scratches, in good shape.
FINALLY!

[Steve F]

Did you plug it in and try it yet? 

[heffay]

i think you've been blacklisted by sears.   

[mmtsquid]

The beer is cold, so it appears to be working as intended.

[74cb750]

Sears: and why I no longer buy from them.

1-ordered a set of glass shower doors for my sister,
   20 days later they arrive, wrong color,
   30 more days, the delivery boy drops the doors and they smash the glass, then         argues with me about their condition (in the store)
   30 more days, get the right doors.
2-recived the bill via their Discover card with 3 months of interest charges and late     payment fees.
    Finally paid them in cash, and refused to pay any charges.
3-was hounded by credit agencies for 6+ months for the late fees and interest charges, which I never paid.

[mmtsquid]

Yeah, I'm wondering when my warranty officially starts - the day I paid for the item (feb 23) or they day I actually got it (March 19)

[333]

The day you got it.  I hope you have that event documented.

[heffay]

The day you got it.  I hope you have that event documented.

xcuse me... what do you call this?