Sometime in the week of ******, I went to Sears in N Dartmouth, MA to buy an air condit...
GetHuman-janeburn's customer service issue with Sears from May 2018
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The issue in GetHuman-janeburn's own words
Sometime in the week of ******, I went to Sears in N Dartmouth, MA to buy an air conditioner. It was to be delivered on ****. I TOLD THE SALESMAN THAT BECAUSE OF MY AGE, I NEEDED IT TO BE BROUGHT INSIDE MY APARTMENT, I COULD NOT DO IT MYSELF. I was assured that would happen. I came to Sears specifically because I wanted delivery services. Sears called me to give time range,I was told it would be delivered between * and * pm. I went out in the AM, my phone was muted because I was in a class, I got home at **:** AM to find I had * vm's from delivery man who said he needed to deliver early (several hours early, as it turned out.) By that time he had already left the AC at my building. He had left it with a neighbor named Richard. Richard is dependable but I had not authorized this. I knew I would be home * *** hours before the beginning of the time range. Sears did not notify me of what they had done. The neighbor did have the AC but he was out all day into the evening and I didn't know where my AC was. Another neighbor told me she thought someone in the building had taken it so it wouldn't be stolen but she wasn't sure. I was annoyed that Sears had not honored the time range they had given me and dumped it off hours too early without letting me know. I called customer service, struggled with automated system, then talked to someone in another country who had no info for me, seemed only interested in telling me MY responsibility to let Sears know within * days of any problems with AC Sears would not take any responsibility (an AC I could not even locate at that time) No apology from anyone at that point. My neighbor was still not home, I returned to the store to see if anyone there could tell me where my AC was, a nice clerk made PC and told me the truck would not have left the AC, it must still be on the truck and they could deliver in * days. Returned home, neighbors still said they thought the AC was in the building but not sure, I called Customer Service again and was assured Sears would not have left it with neighbor. Then I got recorded message that they couldn't deliver on the new date they had just given me so I would have to get back to them to reschedule. Finally Richard came home and yes, he did have the AC. By this time I had spent hours trying to sort this out. Then the next problem - I needed to get the AC to my apartment down a long hall. I am a ** year old woman, I have a hernia, I live in senior housing, no family in the area which is why I had made the point to a number of people that I had needed delivery men to bring it into my apt. I dragged it down the hall with Richard's help who is **! At this point I am having back pain. Thank you for being so VERY helpful to a senior customer? I am outraged by the many snafus and, except for that one clerk, complete indifference to my needs, If I do have medical problems, you will hear from me further.
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