Sears Delivery

Are you sure they didn't call?  I've found the automated service to be very reliable, and worst case scenario, you can always call them the night before any delivery at around 7P Eastern Standard to verifiy.

I wonder if your phone number is accurate in the system, or if you gave your cell phone or phone you don't always answer as your primary phone number, as the automated system is pretty much 100% at calling ahead. Check your receipt and see if the phone number is accurate. That would rule out the number being wrong. From there, check your answering machine and voicemail. Odds are there's a message (unless someone else deleted it in the meantime).

really? now were faulting the customer for them not being called ahead?

I'd have to agree here, check to make sure they have the right phone number -- and make sure you give them one with an answering machine attached.  One thing Sears is good at is calling!

note : if you dont hear from the delivery folks from any company and if they are to call the night before , it is the "best practice" to followup yourself if no contact is has been made. Sears calls the night before between 6-9pm herein chicago area and gives info on the 2 hour delivery window  for the delivery day. That is the way it is supposed to work for all clients, unless the client calls Logistics to reschedule.

To RickeyfromKeller:
 
I want to start off by apologizing for the delay in responding to your post. My name is Brian and I work for Sears Cares and I am very sorry to hear about your unsatisfactory experience with Sears' delivery. We do strive to make deliveries in a timely manner and I hope this has been resolved. At your convenience, I would like to talk with you more in detail about this situation. You can contact me at searscares@searshc.com so that we can talk about this issue. Please send me an email and provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) so that I can call you directly to get more details. Please include your screen name (RickeyfromKeller) in the email for reference to this issue. I do look forward to talking to you about this soon.

Thank you,
 
Brian J.
Senior Case Manager
Sears Cares

I hear you!  My delivery was rescheduled without me being notified.  The local store is not doing anything to try to make up for their mistake.  The sales associate that rescheduled it lied and said she called....I have the cell phone records to prove otherwise. 

I will have to take my 3 disabled children to a laundromat so they have clothing for the next week. Compliments of Sears I will be dealing with meltdowns and dirty looks from other people, plus the added expense.

I will no longer be Sears loyal, and will be writing a letter to the editor of our local paper and contacted local news media (nice to have friends in the "biz")...this will have an impact on the business locally.  I can only hope that the employee who lied will be reprimanded if not fired. 

I sure that the "call ahead" program works great (or terribly) on a regional basis.  It seems that the local store that is resposible for delivering the product has some control over scheduling or rescheduling the delivery.  But for any delivery that needs rescheduling, the store needs to be calling the customer.  The system CAN fail even when all the contact phone numbers are correct, and unfortunately this frequently falls on the store because they are responsible for calling.  An associate can "botch" the program (intentionally or unintentionally) so that the phone call is not made.  The store managers need to monitor delivery more closely, so that when the system fails, it falls on them to correct it immediately.

A little tip for you for the next time.  Have the associate that is selling to you add a "call ahead of a 1/2 hour [with cell phone number]" to the special instructions and you will get a call a 1/2 hour before they arrive at your house.

I run my own deliveries and we schedual the time at the time of perchase with the knowledge that it is approximate and subject to change. Then I have my crew call before they leave the biggest problem we have is customers changing at the last minute and screwing up the rest of the day.

Sears Logisitics is in control of the delivery if the product is comoing from the distribution warehouse, not the local Sears store. at the point of sale register the date of delviery is selected by availablity fo product and desired day by the customer. The delivery can be moved back but never forward and the client must call delviery # that is on their salescheck to change the date if a conflict arises, this should always be advised to the customer.

Two phone numbers as point of contact the night prior are to be given at POS. One of the last things a sales person should do is to review this process with the client to ensure they are aware of the delivery procedures along with a copy of "Delivery Guidelines" POWS # 10442.

If the product is being delivered directly from the store stock, local procedures may vary, but same applies.

You put all this info in the Thank You envelope along with salescheck-this is what should be done...the call ahead if so desired by the customer, can be annotated in the delivery comments at POS, but again, this is a "request", and not a given.

Home Depot is offering Free Delivery -no rebates, so how does Sears counteract this marketing?

What difference does it really make?

1: $0 after 6 weeks is the same $0 HD offers at time of purchase.

2: HD does about 1/4 - 1/3 of Sears' appliance business. If this attempt to draw customers proves effective, there might be a response. Until then, why bother?

3: If price was the only factor in appliance sales, then people would only buy junky bottom-of-the-barrel appliances. People will pay whatever the price is if the product is exactly what they want. With the variety of appliances Sears carries, and Sears' Price Match Plus policy, there's not much reason to buy elsewhere.

4: I've had customers ask about this, and the delivery rebate hasn't been a deterrent in the face of the HD free-up-front delivery. Every customer who's asked about it has bought from me that same day. Anecdotal, sure, but an example nonetheless.

That's what Kmart said in the 1970s and 80s about Wal-Mart.  "Well, they only do 1/3rd the business... so why bother!"

Look where it got them.

BlueCrewGuyInMA said…

What difference does it really make?

1: $0 after 6 weeks is the same $0 HD offers at time of purchase.

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ill take savings now ove hoping i jumped though the right hoops and actaully get my rebate 6 weeks later any day, last time i tired a sears rebate i never got the rebate back.

     I to have had problems with Sears delivery of products to my residence.  The delivery is ok, but they fail to show me anything about the product that they deliver.  For example, I purchased a treadmill from Sears, and they delivered it like they promised, but that was it, they did not go over anything with me. They just dropped it off, and left.  This I thought was not very professional.

   I to posted my frustrations with Sears delivery, I find that they are not very professional, and that they do not take the time with their customers like they should.

I work at sears and we are a hybrid store...another words we just switched over to 'central delivery' instead of 'home delivery'.  I much rather prefer the home delivery way.  We were one of the last stores to do it this way and I feel the customer service was MUCH better.  we had so much more leniency with the delivery team, customers and scheduling.  *If its not broke, dont fix it* is my motto.....maybe they will see whats going on and *unfix* delivery.

broadzilla said…

My delivery was rescheduled without me being notified.  The local store is not doing anything to try to make up for their mistake.  The sales associate that rescheduled it lied and said she called....I have the cell phone records to prove otherwise. 

i work in fine jewelry at a sears store in oregon, and i often times need to call people to tell them that their repairs are in and they can come pick them up.  About 1 in 10 of those calls there was some kind of problem with the phone number, or our phone system that prevents those calls from getting made, even if we did try to call.  the first and biggest of those problems is that our phones are very hard to dial a different area code with then the one that the phone is hooked up to (example dialing a 541 number from a 503 area code) and some days i couldnt get the long distance calls to go through at all.  The second problem is human error, sometimes its our fault and sometimes its the customers, and thats handwriting and type-o's.  Sometimes when i have information written down by hand a five will look like a 6 when you go to dial and you cant get the call to go through or you end up with a message left on the wrong phone, and its also happened where a omeone wrote a 5 instead of a 6 ect.

my main point is dont assume that the associate flat out lied and made up a phone call, theres lots of little things that can get in the way of a call going through, its a shame that it happens but its nobodys fault and certainly not on purpose 

 

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I'm having the same problem right now.  I purchased a washer and dryer last Thursday.  It is now Monday evening and I still have not received my delivery.  After making the purchase I was told I would get next day delivery.  Well, they called and scheduled my delivery for Sunday between 5 PM and 7PM.  Guess what, they didn't show up.  After the lady phoned me to reschedule she apologized and said we would have to reschedule.  She didn't have anything available for Monday, so she scheduled me for Tuesday.  She said it would be in the AM.  First, I'm not sure why I would not get my washer and dryer delivered to me when they didn't show up to make the delivery on Sunday.  They called me tonight to tell me that my delivery time is 5 PM to 7 again.  Here we go again.  I called and explained that I was suppossed to get my items delivered in the morning, and they blamed the employee that told me that and said they had no control over when the delivery times are.  What?  How can you not control where your driver drives and when he drives there.  Why not let a customer that ordered something on Sunday suffer while you deliver the items that were ordered last week.  I'm on the phone right now and if they cannot guarantee me a morning delivery tomorrow I will be cancelling my order.

Unsatisfied customer.