SEARS DELIVERY

I am so sorry to hear this happened, brand0at.  Thanks for letting us know your experience-this feedback is important for Sears to hear.  They are always looking for ways to improve, and this kind of input is helpful.

nuff said

...I just don't understand why associates can't just be up front and honest about things. -.- That's simple policy and procedure and I learned that information in training in the second week -.-+

The Delivery Team is 100% correct. They cannot schedule for a specific time frame. Their deliveries are scheduled the day prior to delivery, hence the call the night before. The associate that placed the order should've told you that they can REQUEST a delivery time frame but cannot guarantee it...

I am truly, 100% sorry that this happened to you, brand0at. I sincerely apologize.

brand thats all your gonna get is an im sorry, just let sears go before you really have to seal with their customer service.

Because apologizing for something outside your control is bad customer service. So is legitmately feeling bad for someone who was wronged. Shame on these Sears associates, right doc?

Of course, if they said nothing, then Sears doesn't care and you wouldn't be able to believe how this customers post was ignored. Sounds like a lose-lose situation for anyone who wants to provide customer service.

O_o No...I think I know what Doc wants...Doc wants action and no words...even if it's out of our control...that complications and limitations and any other kind of "ation" does not matter to Doc.

I was mostly ribbing Doc, since we engaged in some discussion about that very topic last night.

You know what I think... I think deliveries should just work out of the store. Then delivery issues get handled at the store level. If you need to reschedule delivery, you just call the store. If you need a particular time, no problem, because you probably live within 20 miles of the store and the route can be adjusted accordingly. Barring an ordered item not showing up when it's supposed to it eliminates one week lead times. There are numerous occasions where I sell a treadmill that we have in the store but it can't be delivered for a week? Doesn't make sense to me. If delivery came from the store we could have it out there next day.

That's what Lowe's does and I must say that's one spot where they are a lot more proficient then we are.

Agreed. What ever happened to "local delivery"? The Non-SLS orders? I haven't seen one of those in ages.

Another case of deleting posts....I'll post it AGAIN!

"The Delivery Team is 100% correct. They cannot schedule for a specific time frame. Their deliveries are scheduled the day prior to delivery"

It was SEARS that scheduled the 10 - 12 delivery!!....then changed it on the customer!

Sears delivery called and ask if between 8-10am would be okay for delivery? I said no, that I would need a later time. They then posed the time 10-12am. I said that would work great,

That scenario seems strange to me. Typically, to my understanding, they don't call until the night before. So how they ended up with a time to even have changed is wierd. Either the store or some random delivery call center person dropped the ball on that one.

When calls are made to customers the night before to schedule delivery, it's an automated system that does it. I don't know about you but I can't question or make a recording change it's mind. The recordings are four hour time windows...not two. Someone lied.

Delivery doesn't call right after an order is placed...they call between 6-9 PM to tell you the four hour time window via an automated system. If someone tried to go beyond the call of duty, then that person dropped the ball and shouldn't have quoted a time frame that could not be met.

folks can live with that I think, just like they could if they got a call that the delivery had a problem so they could either go to work and not loose wages or stay on the job for the same reason.  Communications... need I say more?

I tell all customers to call the delivery hotline the day before delivery. Like that if they have any last minute changes they can speak to a rep.

Good method, louiekmart :)

@baitedandswitched- Agreed.

Our area does have two our time windows.

It is a recording.

If the time doesnt work for you call the 800 number have it rescheduled.

No one can change your time.

We deliver 12 to 18 houses a day per truck ave 130 mi round trip

Would'nt it be nice if everyone could get it on thier lunch break.

But then again that means I would have to skip lunch.

When WallyP said "it seemed strange to him" , two thoughts came to mind. First was it may have been his way of saying the customer must surely be confused, this just doesn't happen. Second, simple denial.

The delivery system surely is at the convienience of the company. The idea of stores being responsible for scheduling is something the consumer may already assume. It may be a better answer if it could happen that way. I think there should be a private contractor available in most urban areas to arrange special delivery and next day service if something "beyond" Sears control prevented the scheduled delivery. It would be better than waiting another whole week. 

That's actually pretty close to what I said... Private contractor, have deliveries come right out of the store, either way, it can be handled locally.

The part that seemed strange to me was that they recieved two different times. It should have only been the call the night before scheduled delivery. That's not denial, because that's the way it works. I also wasn't placing blame on the customer, because my exact words were, "Either the store or some random delivery call center person dropped the ball on that one."

Yes I agree. I believe the two different times mentioned was due to the customer requesting a later time. The delivery company I'm sure was attempting to accommodate.

I also believe the automated system that assumes everyone gets an evening message and originates from a place other than the loading dock, lends overwhelmingly to screw-ups reoccurring.

"In my experience with one Sears delivery" the confirmation call was received in the evening. I took time off work. Sears called 1 hour before the scheduled delivery time to let me know the item was not in stock and would be delivered in 1 more week. The store sales rep. indicated it was available at the warehouse to be delivered in 7 days. The confirmation was received. The item was not.

The blame was first placed with the manufacturer who did not deliver to the "virtual" warehouse. The following week the weather was blamed because of snow in the Northeast, this is not an unusual occurrence. My driveway, walkway and stairs were clear of snow and ice well ahead of the delivery again confirmed the night before. The snow apparently snuck up on the delivery team overnight. I took the time off work once again. And if you're still counting a third time when the machine was finally delivered. 3 weeks after the original purchase.

Blame whoever you will but one thing is apparent. 

The current system is a mess.   

The entire phone tag, wait on hold, delivery confirmation and postponement, pass the blame to another team, person sub-contractor system is a mess.

There is Select Express delivery which delivers furniture and the like for the Kmart side. I have used them many times. They're limited to what they can do like connection or hookups but at least the item can be delivered in a pinch.

The delivery systems should link up perhaps.