Sears Delivery Customer Service Issues

The delivery of my $[redacted] mattress was scheduled for today between 5:45-7:45pm. The delivery person called me, but I couldn't understand the message, so I called back and left a message for clarification. Despite leaving two more messages, he didn't respond. The delivery person claimed he tried to deliver the mattress at 3:45pm, which is not accurate as my son was home since 2:30pm and saw no one. When I asked for a new delivery time, the person was rude and hung up after cursing at me. I have been trying to reach customer service since 6 pm, currently 6:35 pm, without success. I have been on hold for over 11 minutes twice and reached the Philippines. This experience is unacceptable, and I hope for a prompt resolution as my son needs a place to sleep tonight.

We were not contacted the night before as expected, so we reached out to discover that our phone number was allegedly incorrect, which is not the case. After being promised a delivery between 3:30 and 5:30 pm today, a call came in just before 5, pushing the delivery window to 5:30 and 6:30. Anxious for an update at 6:40, I contacted the scheduling line only to receive vague responses about the delivery being en route to stop 12 while I am stop 13. Despite my efforts to reach a supervisor for 20 minutes, no assistance was provided. The lack of satisfactory customer service has left me highly dissatisfied to the point where cancellation feels imminent. All I ask for is a clear delivery timeframe.

I purchased a fridge online and paid for it last Thursday. Unfortunately, on the following Tuesday when I took the full day off, the delivery came an hour early with the incorrect fridge. We rescheduled the delivery for four days later, but they were four hours late, and the door was on the wrong side, so they had to take it back to the warehouse for correction. Even after rescheduling for today, nearly two weeks after the initial purchase, the delivery arrived five hours before I could be home. Frustrated by the repeated inconveniences, I had to cancel the order.

I purchased a new stove and was informed about the delivery on Wednesday, September 12, [redacted], between 3:15 and 5:15 pm. However, the stove did not arrive as scheduled, and when I called around 6:00 pm, I was told they couldn't locate it as the warehouse was closed. Upon confirming the delivery address, they mentioned it was in Schenectady NY. I live in Scotia, NY, within Schenectady County but across the river from Schenectady. I discovered there is a house in Schenectady with the same street address. After contacting them the next day, September 13th, they informed me it would take 24 hours to reschedule and provide a new delivery date. Despite multiple follow-up calls on Friday, Monday, and Tuesday, September 18, [redacted], they are still updating the address to Scotia. It seems like the residents in Schenectady might receive an extra stove due to this confusion.

Email: [redacted] Order #: [redacted]11 I was expecting my stove and microwave delivery on September 21st. I stayed home the entire day, but the drivers claimed I wasn't there. I rescheduled for October 2nd, ensuring someone was home the entire morning. Despite this, I received a call saying no one was there. I made several calls, but the delivery was never made. This has delayed my kitchen renovation by 5 weeks. The organization's lack of communication and failure to deliver is unacceptable. I requested a significant discount or a full refund due to the inconvenience and time wasted dealing with the issue. The poor service experienced will lead me to share my negative experience on social media and dissuade others from using Sears for appliance delivery. Their inefficiency and dishonesty need to be addressed for the business to survive.

I am Rena Gerckens, and my order number is #[redacted]07. I purchased a Craftsman snowblower online and scheduled the delivery for Tuesday, November 6th. However, I was informed last night that the delivery was rescheduled for today, Wednesday, October 24th between 5:45 and 7:45 PM. I agreed to this time as it was after my work hours, but later received a call that the delivery would be at 10:30 AM instead. It turns out there was a mix-up with the locations. I am disappointed as I had to miss work and lose pay for this unexpected delivery. I have attached pictures of my delivery information for reference. I am seeking compensation for this inconvenience and would like to speak with a manager regarding this matter. Please contact me at [redacted] or through this email to discuss further. Thank you for your attention to this issue.

I'm Layna Gillis. I was at Jan Runyan's residence at 39 Houston Drive, Sherwood, AR, waiting for the delivery of her new stove that was supposed to be installed. Despite payment for installation, the delivery team determined they couldn't proceed because the old stove was bolted in. They suggested taking the new stove back to reschedule once the old one was removed. I offered to handle the removal but was told they couldn't proceed and had to sign various documents on their phone. They mentioned a refund as Jan had paid for the service, but now they claim there was no payment. It's confusing why they attempted to move the stove if they couldn't remove it.

I am Lori D., and I placed an order for a washer and dryer this morning with Order #[redacted]61 priced at $[redacted].19. The website promised next day delivery for my zip code, but after purchasing, I was given a delivery date of March 11, which is 8 days away. This discrepancy is unacceptable, as it was not disclosed during the purchase. I made numerous calls speaking with multiple service representatives who were unable to resolve the issue or provide an earlier delivery date. I insist on receiving my order tomorrow, in line with the initial promise made on the website. Deliveries in my area are only on Mondays, such as March 4, the day the website initially indicated for delivery. I expect to be contacted regarding a delivery time for tomorrow, as I simply want the items dropped off at my home without installation. Please reach out to me at my home number, [redacted]. Thank you.

I bought a Kenmore Elite refrigerator on Saturday, June 1st, at Sears in Montclair, CA. The delivery was scheduled for Wednesday, June 5th, and it arrived as planned. However, there were some issues. I had mentioned to the sales rep that my current fridge, which is the same size as the new one I bought, was tricky to get inside the house. Unfortunately, I was asleep when the delivery happened as I work the graveyard shift. When I woke up, I noticed the new fridge was in my home, but it's a tight fit through the entrance. The two front panels and the bottom door have deep scratches from the delivery. I also paid for removal of my old fridge, but it's still here. Now I have both the old fridge and the new one with scratches due to the delivery team's attempt to force it in through the entry door.

I requested a 30-minute heads-up call before delivery. Despite this, I received two calls informing me of a delay. I stressed the importance of the 30-minute window, and they confirmed they would comply. Unfortunately, I missed two calls at 4:25 and 4:26, followed by a call at 4:39 saying they were already there without prior notice. The delivery person hung up quickly, disregarding their commitment to wait. The driver's response to my halfway trip home was dismissive. Disappointed with the unprofessionalism and dishonesty, I plan to share my experience on social media with my 3,[redacted] followers. This incident solidifies my decision to cease business with Sears and their unreliable delivery service.

After waiting for hours on hold without success, I believe the best course of action is to visit the main office for a direct conversation. I am seeking the address to facilitate this visit. I am referencing a claims reference number regarding a broken faucet handle issue dating back to 7/1/19. Despite requesting the correct washer, one was erroneously installed on 6/26/19, resulting in a broken handle and accusations of dishonesty. Although the manager acknowledged they cannot proceed with an installation if there are hookup issues, the incorrect machine was still installed on 6/24/19. My washer is in their possession, and I feel unheard. I am eager to speak with someone in person to address this matter promptly.

I recently purchased a dryer with sales check # [redacted]33. However, I have encountered several issues during the installation process. The technicians forgot the necessary parts for installation and failed to remove my old dryer during their first visit. On their second visit, they damaged my washer hookup, causing a flood in my basement. Moreover, they arrived earlier than scheduled when only my 14-year-old daughter was at home. During their third visit, they did not haul away the old dryer as promised. After speaking with a manager, who left me a voicemail asking me to confirm an appointment for 7/8, I have been unable to do so as the customer service representatives cannot locate my order. I kindly request the delivery manager or someone who can assist me promptly to help me confirm the removal of my old dryer. Thank you.

Order number [redacted]27, sales check #[redacted]10. I placed the order on 6/10/[redacted], paid online, and received an email from Sears on 6/28/[redacted] at 2:48 AM stating that the merchandise was ready for pick up at the Statesboro, GA store. I traveled from South Carolina on 6/30/[redacted] to pick up the pool table but was informed by the owner, Gary Cooler, that it was not delivered. I contacted customer service twice and was told my order was being processed. Despite this, I received two emails from Sears asking for a review of the merchandise, which I do not have. My neighbor was with me during this incident. Upon checking the tracking information, it showed that the merchandise had been picked up. I would like a full investigation, explanation, delivery of the item, or a refund of $[redacted].00.

I placed Order #[redacted]05 online through Sears with sales representative Daemon, who assured me delivery this Friday between 7 AM and 9 AM for an extra $10 fee. However, checking online now shows the delivery moved to Saturday from 7 AM to 7 PM, which is unacceptable. Despite multiple calls to customer service numbers like [redacted] and [redacted], I have been unable to get a satisfactory resolution, often being disconnected when transferred. I recently spoke with a representative named Jerry who promised delivery on Saturday between 7 AM and 10 AM, but he couldn't provide written confirmation. Having been a loyal Sears customer for years, this experience has been disappointing. It's frustrating that I can't find a way to speak with a U.S.-based representative for assistance. If there's an email where I can send my conversation records with Daemon, please let me know.

Today was the scheduled delivery day for our mattress, but we had to contact them to see why it hadn't arrived. We discovered they rescheduled it for Saturday. We stressed the importance of a morning delivery as we have a church commitment. Despite that, we received a message after hours stating the delivery would be between 2:15 to 5:15 pm on Saturday, December 21 - a time we won't be home. It's crucial for us to have the mattress delivered in the morning on Saturday as no one else can be there to receive it.

We were not notified of the change in the delivery date until after reaching out to Sears where we bought the mattress. Unfortunately, the new delivery time coincides with a prior commitment on our end. We received a call outside of normal business hours through a recording, preventing us from discussing or rescheduling. Attempts to reach the [redacted] number were unsuccessful. We are requesting a morning delivery on Saturday, as we previously indicated to the customer service representative.

I have been waiting for three days to have a refrigerator delivered. Twice they attempted delivery but couldn't hook it up because my water shut-off is under the house. Despite explaining that I am unable to go under the house due to my age and health, they insisted I needed a plumber to run a line. After paying $[redacted] for a plumber, they scheduled another delivery without confirming the time. I have made numerous calls, but no one can provide a delivery time. Despite it being nearly 9 pm, I am still unsure when they will come. They claim they can't redeliver until Friday as they don't deliver on Thursdays. I have been without a refrigerator for four days and the lack of communication and unprofessionalism has been extremely disappointing.

I purchased a cooktop from Sears with order number [redacted]5 on 8/28/19 and it arrived on 9/18/19 damaged. Despite being offered $70 by customer service to keep it and have it fixed, the credit never appeared on my Sears Charge card due to a discrepancy in the account name (Moseley vs. Mosely). After receiving a new credit card and still not seeing the credit, I was informed that it was a delivery service issue and that credit accounts couldn't help. I was then told that it was over a month since delivery and assistance couldn't be provided. Despite multiple calls over the past six months, the credit issue remains unresolved with each representative giving a different reason for the delay. Frustrated by the lack of resolution and clarity, I am considering not ordering from Sears again.

I have arranged for a refrigerator delivery on Wednesday, 11/11/[redacted], with Order #[redacted]00. The delivery address is [redacted] Blvd. E, Tower 3-35A, Guttenberg, NJ. The building requires a certificate of insurance with specific details listed in two sections: 1) Additional insured information for THE GALAXY TOWERS CONDOMINIUM ASSOCIATION (GTCA) and others. 2) Certificate Holder information for GALAXY TOWERS CONDOMINIUM ASSOCIATION MANAGEMENT OFFICE. I have been unable to reach Sears Customer Service to provide this information to the delivery team. Your assistance in addressing this matter would be greatly appreciated. Thank you, Jerry

I need to reschedule my delivery. I have a very important appointment today and won't be home until tomorrow. Due to multiple changes caused by COVID-19, I understand if it seems like I don't want the merchandise. If possible, could the delivery be moved to mid-March next year? As an elderly individual, I struggle to move things as needed and need assistance preparing for the delivery. I appreciate your help. Please either provide a new delivery date or I will contact you to arrange one. Feel free to text me at [redacted]. Thank you.