I purchased a mattress and box springs online. I paid in full and had a delivery date...

GetHuman-sweetmik's customer service issue with Sears from July 2018

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The issue in GetHuman-sweetmik's own words
I purchased a mattress and box springs online. I paid in full and had a delivery date of July *. On July * I received three automated phone calls and three emails reminding me that the delivery would be July * between **** and ****. I took the day off of work (I'm a firefighter in California, and we're in the middle of fire season) to be at the house per the instructions by Sears. I was home by ****.**At **** I received and automated call from Sears saying only that the delivery would not happen today, with no other explanation. I called customer service, where the CS rep in India explained that there was a separate freight charge for the box spring that was not processed and that was the hold up. I explained that I had paid in full and Sears had contacted me six times to confirm the purchase, so I couldn't understand why this was happening so late in the process. I asked for the CS number in the US, only because the connection was so bad to India that I could not understand the CS rep clearly. I was transferred where I sat on hold for five minutes. **The next CS rep, with another bad connection tried to explain the process again. He transferred me to another CS rep, also in India, also with a bad connection, who passed me up with five to ten minute wait. After one hour of trying to decipher through a bad connection, poor volume and other factors, I was connected with my sixth CS rep. I could barely understand her as well. She told me that I would have to purchase another box spring and pay for shipping, then the shipping charge would be refunded. However, the next available delivery date was * days later. I paid for the box spring and delivery but could barely understand what the rep was saying. **This process has been completely unacceptable. Having received six confirmations in one day, I missed a day of work in fire season to be here for the delivery. Then to be told fifteen minutes into the delivery time by automated message that the delivery would not take place, without explanation after this had been set up for over a week? The customer service reps in India tried their best but between the language barrier and the connection on their end, it took over an hour on my phone to reach a conclusion. And now I have to wait another * days (July **) and pay another $*** or so dollars to get the product I paid for and confirmed delivery for on July *. **I expected more from Sears. I had other options for buying a mattress but chose Sears for price, availability and the delivery service, as well as a loyalty to a company I grew up with and try to support. In fact, as the Battalion Chief of Logistics for my fire department, I am in the process of replacing about $**,*** worth of appliances for two fire stations, and chose Sears in Santa Barbara exclusively for this purchase. Now I have to rethink it. I won't have time to deal with such lousy customer service if something goes wrong with any of the items. **That box spring should have been included in the original purchase, and I should not have to pay for it now, given what I've had to go through for what I thought would be a simple online transaction. **Sincerely,*Michael Gallagher

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Sears

Customer service issue
Reported by GetHuman-sweetmik
Jul 9th, 2018 - 4 years ago
Not resolved
Seen by 13 customers so far
Similar issue to 748 others
0 customers following this

Timeline

GetHuman-sweetmik started working on this issue
Jul 9th, 2018 5:31pm

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