09/30/2011Provided by Citysearch -
Without a doubt, the worst customer service I have ever encountered.
Bought a refrigerator and dishwasher on 9/17, got the delivery/installation scheduled for 9/20 and left the store feeling very good about getting a good deal on good appliances.
Then the nightmare starts.
The delivery confirmation call came on 9/21 from sears informing me that I was all set to have my appliances delivered on 9/22. I then got a call from James Staley construction- the 3rd party company that actually does dishwasher installation for sears (a tidbit of information that was omitted when I bought the appliance) and was told they could come on Wednesday to install.
See, the thing the sales clerk forgot, is that their 3rd party contractors CAN'T make a 2 day schedule turnaround- the SLA that James Staley and Sears has is for at least 3 days.
Based on the clerks scheduling, I took the day off from work on 9/20. I don't get paid for time off, and due to the incompetence of the clerk, I was now in a jam.
I called the manager, Stephen, and started working with him. He understood my problem, and vowed to work with me to get an after hours install on the books so I would not miss anymore time from work. The $150 installation fee was also refunded.
Well, I never heard from Stephen again. I called Sears back, and got a manager who was there on an interim basis because Stephen was not at work that day. He began by telling me that after hours installations don't happen, but he would check with Stephen and get back to me. Never heard back from him either.
After 3 days, I independently contacted James Staley Construction, and scheduled another afternoon off from work (paycheck is going to be small this time) for the install. When they showed up, I was informed that due to the location of the dishwasher in my kitchen - not immediately next to the sink- they would be unable to do the install (or they may run the risk of losing their contract with sears to do the installs).
Now, it seems to me that this would be great information to know prior to sending someone on an installation call. This would save everyone lots of time and money. I feel that Sears is on the hook to understand the installation before they commit to doing it. Same goes for Staley construction.
So I called Stephen back. After dealing with one of his underlings, Belinda (who was ZERO help), she finally told me that there was nothing Sears would do for me, and they were done.
She went on to explain that this was no big deal because the delivery/install fee was already comped. Wait a second- this was comped because you made a mistake! You still owe me an install!
In a last ditch effort, I called Stephen back. Stephen had 2 things... a fake ""I'm sorry"" attitude, and the number of the installation department , suggesting I call them to find out if one of the Sears installers would do this 'alt' install.
Nice customer service Stephen. Of course, he doesn't understand that because he does not know what customer service means.
So now I have my old dishwasher still hooked up (read: it has not been hauled away) and the new one in my garage waiting for installation.
Sears has good prices, yes, but if you do not have a vanilla install- oh, and you better know what a vanilla install is because they won't tell you- stay away.
The management team there lacks the competence and business fortitude to truly take care of their customers.
I will NEVER, EVER buy ANYTHING from Sears again.