Monday, June 21, 2010

Went to hell in a handbasket~ Sears delivery

Once upon a time, back on June 3rd, I ordered a  dishwasher from Sears.  Unlike the days of old, when the store was only mail order, they now have that new fangled  interweb option. The site is great, has tons of info, easy to do comparative analysis & even learn of availability in your own zip code.  One could shop, order, pay & set up the delivery from home. I did just that. It was all quite impressive.  Until it was time for the actual delivery ~ then the whole thing went to hell in a handbasket. The ball has been dropped now twice, and 2 Saturday install dates have come & gone. 
We finally gave up on that, canceled & decided we must deal with real humans at the local level. 
That all went swimmingly-- until it was time for the actual delivery ~ then the whole thing went to hell in a handbasket, again! I won't bore you to death with all the sequence of events, other than to say the latest go around involves us having not one but TWO delivery dates for this week! They must be making up for all that lost time!

So when I called Sears to ask what is the real delivery date, I was told that would be the 16th.....
really fine & dandy but we were having that conversation on the 20th.  Time & time again Sears keeps giving me delivery dates that go back in time, so I have to wonder if they might need some of these timepieces back from the 1902 catalog? But worse, their national delivery center has a bad case of the classic left hand does not know what the right hand is doing epidemic. 
Calls to them tend to run about an hour, and never resolve anything. 
So this time around, when they confirmed a date from last week, I also verified that they would be calling us the day before to schedule the delivery as well! So far, it's all been total bullshit, and we are up to our elbows in dishwashing suds.  This is one effing appliance! From a store that has been in business for more than a century. I just don't understand why this has been so difficult, but I suspect I may be buying the following product before they get it together!

So this is it Sears appliance department. We officially refuse to do anymore 1 hour calls. 
When they tried to pawn me off on that abyss again yesterday, I flat out refused. 
No! I'm not losing another hour of my life in the Sears delivery vortex. 
YOU call them & figure it out, and let us know--- I'm done. 
If we do not have delivery by this Saturday, I will go to the store & demand a refund to my card on the spot. With all this talk of recession & financial hard times, you'd think they would do a better job finishing a sale on a big ticket item. We currently have a plan B in place. 
In the end if Sears can't deliver (the thing's been paid in full since June 3rd)~


Then they can expect


Returns & refunds of products they never delivered, that is, not happy customers returning for more of the same. To be nauseum, but not for much longer!


Dada said...

OMG, Fran! Is there no end in sight? As you say, in these hard economic times you would think merchants like Sears would be jumping through hoops to please. Obviously, they have yet to catch up (along with local, county and state politicians who want to raise our taxes to make up for increasing revenue shortfalls) with the economic times of reality. Good luck to you.

I'm beginning to think you have enough material for a season's long sitcom! (Ugh, I know, NOT funny!!)

nonnie9999 said...

sears used to be the most reliable place to buy appliances. it's very sad that it's turned into such a mess. i hardly ever shop there anymore.

Fran said...

Dada~ Last I spoke with Sears, one of the managers was going to personally call the delivery people & get this taken care of, she would call to update me today.
No call.
Hell-- she may still be on hold!
All along I felt the need to prod them along, and every time I followed up, they had no done what they promised to do. Including mailing me the corrected receipt, after the human clerk ordered the wrong color.
On the 2nd trip to the store to physically pick up the rcpt-- first time they could not find it & I left empty handed.... the 2nd time it was just 1/2 wait at the store.

I did not call them today. The ball is in their court.

In another unrelated topic, when through using the toilet @ work today, a peace sign earring fell into the toilet-- as soon as I realized it was there, the auto flush component kicked in & carried it down the flusher.
What kind of cosmic message was that???

It IS a Monday for sure!

Nonnie~ Sears appliances- the old Kenmore machines were made by Whirlpool-- but then they let the lowest bidder make the machines & they are now crap. Falling apart within 2 years.
I don't shop there either- except for the occasional appliance & I was not buying the Kenmore brand.
I can't believe they really can't get it together.
I wonder now, if we wind up canceling the order, they show up the week after it's canceled to deliver/install???

Oh yes-- Sears headquarters will get some feedback from me.

Fran said...

Got a call from the actual, local delivery guy tonight @ 8:15pm. He understood I'd had some delivery failure issues.( As in they failed to deliver). He offered to come tomorrow - once again a time that does not work for me. So he says Wednesday.
Maybe 5th time's a charm??

D.K. Raed said...

Love those old sears catalog pgs! In the old west, after the new catalogs arrived, the old ones would be "recycled" in the outhouse since fancy-schamcy tp was only an east coast (and san francisco) luxury) ...

Maybe sears is operating in an alternate universe where time does run backward? If so, expect the delivery guy (was his name "Roebuck"?) who just called you tonight to show up last week ... oh wait, if that had happened you wouldn't have blogged this ... hmmm ... if it disappears tomorrow we will know the space/time fabric has finally ripped ... perhaps it is fitting Sears ripped it?!?

Dada said...

Fran, FRAN -- Great news!! This was in my morning's SUSPECT MAIL folder today from Sears:

New Save 25% on all Whirlpool dishwashers with power scour.
EXPIRATION: 06/24/2010
(plus 10% cash back)
How to Use - Just Click and Save

But hurry, sale expires Thursday!

Fran said...

Dada ~ I already got them to honor the $75 online order rebate, and knock off an additional $30.50 because of the sale price, I don't dare ask for the 10%, or they might reschedule the delivery!!!!!


Yes, we await the Whirlpool w power scour with much anticipation.

We will be absolutely amazed when we finally hear the hummmm of our dishes being washed in the most elusive dishwasher installation ever!

Let's end this chapter already!
Soooo ready to move on.

Fran said...

DK: Maybe sears is operating in an alternate universe where time does run backward?

Apparently so!

They are going to hear from me-- last week!