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LockedDelivery/instalation

posted on June 30, 2009 at 02:15PM Inappropriate?
Yesterday 6/29 I purchased a dish washer from Sears in Laguna Hills......The salesman lined me up for delivery/instalation for today 6/30......but!! not directly, but!! in so many words he warned me that Contractors Services Group historically & chronically drop the ball.......soooo he advised me to call 800 326-9738 at 3:00 pm to confirm the following day appointment..... Well!! they held to their reputation....They dropped the ball big time.......The girl said "let me check on it" and put me on hold till the sun went down.....The next day the girl said "There's no way we can schedule next day delivery" and when I tried question the logic of promising what cannot be delivered she just talk over me in Ebonics and shouted "What's the phone number" and then disconnected me..........
replies: 5 latest post: July 01, 2009 at 11:17AM by SearsCares
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posted on June 30, 2009 at 02:18PM
 

But what I would still like explained........what is the logic behind promising that which cannot be delivered??

posted on June 30, 2009 at 09:30PM
 

Hi bikermock-Welcome to MySears.  Sorry to hear about your delivery experience and customer service phone call that was not handled well.  Did you get a new delivery date set up?  I am not sure if that phone number you called is actually connected to Sears.  The number normally to call for delivery appointments is 1-800-4-MY-HOME.  I think your best bet would be to try that number and see what they say about setting up an appointment.  Let us know how things work out!

posted on July 01, 2009 at 02:28AM
 

I would write a certified letter to Sears local store management, cc the contractor & cc Sears  headquarters corporate level. Also ask for compensation ($$$) on your installation charge whatever it is in California area, if they dont come thru, then cancel your order and go somewhere else.

verbals mean very little nowadays, something in print goes further....

sorry doesnt solve anything, but getting to the root cause does, so if this contractor services has a reputation, and the store & sales rep knows this , why isnt anything done to get this company straightened out...

Hello Sears on the District Mgr and Store Level-that is where it should be looked into locally to fix the issue/s...

posted on July 01, 2009 at 09:58AM
 
In response to JulieK's post from June 30 2009 09:30PM

It would be better to call, 1-800-326-8738

posted on July 01, 2009 at 11:17AM
 

 To Bikermock,

I can certainly understand your frustration with the delivery issues with your dishwasher purchase, and I can't even begin to apologize for the way you were treated by the phone associate, that is unacceptable by anyone associated with Sears. My name is Brian and I am part of the Sears Cares escalations team and we would like the opportunity to help resolve this. At your convenience, please contact my office at searscares@searshc.com so that we can discuss what needs to be done. When you have a moment, please send an email. Please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Bikermock) for reference to this issue and we do look forward to talking to you soon.

 Thank you,

 Brian J.

Senior Case Manager

Sears Cares

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