Sears Home Service Complaint

GuyAtFortMeadeMD says: (5 months ago)

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I've just had TWO incidents like this in the space of an hours. The first representative, after assuring me that a supervisor couldn't help me (which I doubt, and I don't mind going up the chain to the frickin CEO if I have to), agreed to transfer me and then transferred me not to the supervisor line but to the retail location where I made the original purchase. Not even the appliances section - the root menu of the automated system. So I called back to try again, and even tried to run in by the new rep first before escalating, only to get the exact same script - including the exact same wording about why a supervisor can't help me. Ask for a supervisor? Scripted answer stating "We can't help you". When you say something that isn't in their script, they simply sit there without saying anything. I am now on hold for the supervisor line (who, like in the root post here "is going to be awhile because he's taking other calls" (as if there's only one manager on duty)).

Okay, back after the resolution. Needless to say, that didn't actually put me through to a supervisor - just terminal hold. I was on my fiancée's cell, so I used mine to call them back so I wouldn't lose our place in the supervisor queue just in case.

The issue I was calling about was that they gave us a delivery window which was way too late in the day; we have to leave before then to get to Pennsylvania so we can be there when the movers arrive the next day to move the rest of our stuff (long story and not really relevant, so suffice it to say we're in transition and the new place doesn't have a washer-dryer included like the old one did). Both people I'd spoken to thus far told me it was impossible to change the system generated time, but that I could reschedule for another day - but when I asked if I could have a morning delivery, they said that it would depend on the schedule that day, and further probing revealed that it would still be very late in the day. And they were insistent that it was IMPOSSIBLE to do anything about that.

However, when the third person answered (and there was quite a wait), she actually didn't give me the runaround and, after only once going through the spiel about it being a system-generated timeslot (possibly because I said I was ready to cancel the order, but I'll give her the benefit of the doubt because she was helpful), offered to call the warehouse and see if we could get a different time. I was then on hold for about five more minutes, after which she came back and told me that the delivery would be the same day but sometime between 9 am and 1 pm (the window I requested of her). So obviously it's possible if the rep has the initiative to make an effort, but I'm really peeved that they're lying about it IN THE SCRIPT. At the end of the call with the helpful representative, I thanked her and told her she should request a promotion. Though it occurs to me that, if she gets promoted, she won't get to help customers, because you just can't reach a supervisor. Whoops. Still, she deserves the promotion.

DaveInRaleigh says: (10 months ago)

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I am glad you posted your experience. Their delivery personnel in the call center are generally pretty helpful. However, I had an incident like this yesterday. I had a washer and dryer delivered and there is a dent in the top of the dryer.

I called the delivery line and had to spend five minutes explaining what was wrong. The woman was clueless. I was told that they would have to come pick up the dryer. I explained this made no sense for either Sears financially or me as consumer time wise. Since it was a dent, it was not under warranty.

I finally got over to service and got a call back today. But the delivery line people need help getting trained on how to deal with customer issues.