Sears Delivery Sux

We thought that having Sears deliver our new bedding would be easier that trying to arrange than to pickup ourselves. We were very wrong. The delivery date turned out to be a fiasco, and a test of our patience and understanding of stupidity.

It all started about 1 pm in the afternoon….

1302 — Missed call from (Delivery Phone Number 1)

1358 — Message from (Delivery Phone Number 1) — The delivery driver is 2 hours ahead of schedule, and would like to deliver.

1359 — Missed call from (Delivery Phone Number 2)

1400 — Missed call from (Delivery Phone Number 2)

1406 — Message from (Delivery Phone Number 2) — The driver is 2 hours ahead of schedule, and would like to deliver.

1414 — Message from Sears Main Delivery Number — The delivery driver is 2 hours ahead of schedule and would like to deliver.

1435 — Message from (Delivery Phone Number 3) — The delivery driver is 2 hours ahead of schedule and would like to deliver.

1600 — I received all messages, when I arrived at home at the scheduled time for delivery!

1605 — I called the (Delivery Phone Number 3) number back, and the person indicated that he had wanted to deliver 2 hours early, but was unable to reach me. I explained that I was not able to access my phone, but was here at the scheduled time, awaiting delivery. He indicated that he was on his way to deliver, sounding a little put out, and that he had come by and nobody was home. I told the delivery driver that I was here at the scheduled delivery time and would be here. He said he would call me back in a few minutes with an ETA.

1610 — I called Sears back and the CSR explained that the delivery driver was now running a couple hours behind, but the delivery would still occur within the delivery window, but the delivery driver would call me in a few minutes to let me know an ETA.

1800 — I called Sears, asking if the delivery was still happening, and what was the ETA. The CSR “Cassidy” put me on hold and came back on the line to explain that they spoke with the delivery driver and they should be calling me in a few minutes with the ETA.

1900 — I called Sears, explained this story, and asked about the ETA, also explaining that I had already called 3 times now, and that nobody had bothered to call back. The CSR “RJ” put me on hold and came back on the line to explain that they spoke with the delivery driver and they should be calling me in a few minutes with the ETA.

1930 — I called Sears, explained this story and asked what was the ETA, also explaining that I had already called 4 times now, and that nobody had bothered to call back. The CSR on hold and came back on the line to explain that there was a note that said nobody was home when the attempted deliver. I told her that was not true and that I would like to speak with a manager immediately. I was placed on hold for another 5 minutes only to be told that no manager was available. I told her that I would wait on hold for a manager, and was placed on hold again for 25 minutes.

A manager (Gani) finally answered.

As I was waiting, I had called the delivery warehouse number (Warehouse Delivery Coordinator) again on another phone. The individual I spoke with earlier indicated that the driver said he had tried to deliver, but we were not home. We were home at 4 pm!!! I went through the whole story again, and he said he would see what he could do and would call me back in a few minutes.

I returned to the conversation with Gani, who indicated he was going to get in touch with delivery services and see if he could do something about this, but that I should wait on the delivery warehouse to call me back.

2030 — Spoke with (Warehouse Delivery Coordinator) and the person provided nothing but excuses. He indicated that sometimes their delivery drivers are running early, and it was my fault for not answering the phone when I supposed to. At 4 pm, my delivery was checked back in to the warehouse. I asked why it was checked in to the warehouse at 4 pm, when it was supposed to be delivered at 4 pm. He yelled that the delivery driver tried to deliver, but I was not home. ( I was home at 4 pm!!!) He said he was trying to work something out, but I was not listening. I told him he was giving me nothing but excuses for not making the delivery at the time specified. He said he would do what he could and even “deliver the damn thing” himself, if he had to.

2100 — Gani called back and asked if I heard back from (Warehouse Delivery Coordinator). I indicated that I had and that I was not happy with the situation at all. He said the best he can do is have somebody from the warehouse call me sometime in the next 24 hours.

2130 — (Warehouse Delivery Coordinator) called and said that he was at the warehouse and was going to make the delivery himself. I asked if it was a result of the Customer Service group. He said he was doing this on his own, and had not heard from Customer Service at all.

2230 — Personally delivered by (Warehouse Delivery Coordinator)