Sears

Summary:

We bought a fridge and the delivery was rescheduled three times. after numerous complaints to sears, they promised – twice – to send us a refund. it never came.

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Details:

(day) (date in yymmdd format) (time) (number called) (incoming or outgoing call) (comments)

Saturday 090823 bought the fridge at the sears outlet store on marsh ln. between arapaho and belt line in dallas. asked for delivery on saturday 090829

Tuesday 090825 afternoon [protected]) talked to customer service and asked that it be rescheduled for delivery on thursday. she said it would be and changed the information in their system.

[note: I found out later that she never notified the store of the change – only the delivery company’s records were changed and thus our fridge was never brought to the warehouse to be sent out for delivery.]

Wednesday 090826 7:21 pm outgoing - talked to delivery for 2:14 minutes because I never got the automated call about a delivery time.

Thursday 090827 7:13 am [protected]) outgoing - talked to tasha in the home delivery dept. who said they screwed up and could not deliver today. that I needed to talk to the outlet store (which did not open until 9am).

Thursday 090827 9:28 am [protected]) outgoing - talked to dee (store manager) who told me it would be on the truck today to go to the warehouse.

Thursday 090827 9:37 am [protected]) outgoing - talked to ino (unit #24201) who assured me it would be delivered tomorrow (friday 090828)

Thursday 090827 10:04 pm [protected]) outgoing - talked to delivery for 16:43 minutes, no joy

Thursday 090827 10:21 pm [protected]) outgoing - talked to delivery for 11:21 minutes, still no hope for delivery tomorrow

(notice the timing of the last two calls – they hung up on me [though I suspect they would claim we were “disconnected”])

Friday 090828 6:29 pm [protected]) incoming - 1:04 minutes (automated delivery notification for saturday)

Saturday 090829 10:38 am [protected]) outgoing - 2:25 minutes notification that they would be there in a few minutes.

The fridge was finally delivered around 11 am on saturday.

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Tuesday 090901

11:59 am [protected]) talked to? who asked me to explain to her why I want a $50 gc as I was promised. I told her to read the * notes herself to figure it out. after 10 minutes, she came back and said it would come within 2-4 weeks.

12:03 pm [protected]) talked to no one – on hold until I finally hung up

12:09 pm [protected]) talked to javier tover and then dee kirkpatrick (manager)

I was given the information for:

Customer care [protected]

Sears outlet, store #4617

Sears complaints department

Bruce johnson, ceo

3333 beverly rd.

Hoffman estates

Chicago, illinois 60179

National customer relations for retail stores

Customer relations for home delivery dept. [protected]

Tuesday 090901 12:14 pm outgoing - talked to customer care person who transferred me to — > kiera (operator #80709, retail customer care) who called the store and confirmed that dee will call me back by end of the day today. if not, call her department back — [protected] — and my case is under my phone number.

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Tuesday 090901 12:47 pm outgoing - talked to dee who said. alternately, that I should have rescheduled through them, that she did put the truck and I should deal with the delivery folks. also, that they did their part in delivering it on saturday, as the original date was met per contract.

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Tuesday 090901 1:03 pm [protected]) outgoing - talked to customer care who said they were going to punt to delivery — then hung up on me

Tuesday 090901 1:08 pm [protected]) outgoing - talked to judy who punted to delivery, she offered half price ($30) on a gift card

Tuesday 090901 1:18 pm (same call) judy got delivery on the phone and katisha, a non-manager, said she'd get a manager for me. greg (unit #82013) a manager, said he would mail me a check for the delivery fee ($65) that would get here in 7-10 business days [protected] x16969).

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Friday 090925 1:25:48 pm [protected]) outgoing - sat on hold for more than 5 minutes. talked to toni (unit 24201). immediately asked for greg at extension 16969. was told she cannot transfer me. someone else (zana) came on a tried to help transfer me to greg. (24 minutes by this time.)

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During this call, zana apparently did not know I could hear her talking to greg's (peer?/assistant?) — lucy.

I heard zana tell lucy that only the store could give back the fee.

She also told her that there were "no notes from greg" on the account!

Lucy said directly — "yes we can issue a check."

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Zana (unit 82013 in round rock, tx) said she would send me a check and it would be here within 5-7 business days.

Total call time: 30:28

That was more then a three weeks ago.

All I want is my $65 delivery fee back which they said they could give to me.

Why can't this company figure it out and do what they said they would do?

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Service at the Carrollton TX outlet store

To Whom It May Concern:

On September 15, 2009 my brother Erik Olivas and I Marlene Garcia arrived at your outlet store to purchase a pool table my brother had been admiring. He just purchased a house and so did I and we need to furnish it. While walking through your store we also purchased a refrigerator, an elliptical machine, a 52 in flat screen and the pool table on credit and small appliance in cash. I paid for insurance on the television and a delivery fee of $65.00. We were told in the store that we could purchase up to 5 things on the same delivery fee. The sales men that helped us out and the manager were great. We got there at about 7 and left at about 10 and they were all very nice.

On September 17, 2009 we received a call from Javier at [protected]:08 pm) telling us the pool table was too big and that it did not fit in the delivery truck so in return they would not deliver it we would have to pick it up he stated he was told this by the Sears Logistic Service (delivery service). We did not understand why a store that sold big appliances could not deliver it, this is the first time I had ever heard of this. I called your service number [protected], they attempted to help, the first call found out that through the delivery service they could only take the table disassembled we explained that in one of the calls we asked them if they would do that and that we were told that they did not do that, after trying to call the outlet store he put me on hold and the call was disconnected the second call I explained everything to Ms. Rose she attempted to call but kept being put on hold finally she told me they said they would call me in 15 minutes because they were too busy. At that point at 7:04pm I called and asked Javier to cancel the whole order of 3552.42 he offered to just cancel the pool table I replied the pool table was the main reason we were there he said ok.

The whole delivery ordeal was frustrating and I felt that service is good only when they are trying to sell it to you.

Respectfully,

Marlene Garcia Erik Olivas