On October **Th I ordered a * piece dining room table set from your company.*East West...

GetHuman-connerkl's customer service issue with Sears from November 2018

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The issue in GetHuman-connerkl's own words
On October **Th I ordered a * piece dining room table set from your company.*East West Furniture Traditional *-pc Solid Rubber Wood Dining Set with * Chairs Cherry and Black.*Sears Order**********, Unbeatable Sales********, Tracking*********When I ordered the table, autofill settings slightly altered the shipping address. I emailed four times and called three times about this error before it was appropriately resolved, even though each representative I spoke to assured me that it would be taken care of. Emails were sent **, **, **, and ** October. The email address I responded to, as directed, was *****@***.com. Furthermore, the original shipment date was supposed to be ** November ****. I asked why this shipment would take so long, and a representative assured me that he would get back to me on the shipment date once he could verify- I was informed that this information would be available within ** hours at a maximum. The next week, I was told that my order had shipped, but I could not retrieve information from the order number. I emailed several times asking for updated information, and received no response whatsoever. *I got a call on October **st (an automated message) that my table would be delivered tomorrow between *am-**pm. I had to scramble to change my schedule at work around and be at my house to receive it with less than ** hours’ notice, and it was not the anticipated delivery date, which I had planned on taking off to accommodate delivery. October **st was the day that I called a third time to get the address fixed, and the response I received was “I will try to get it done by the end of the day”. I did not know if my table would be shipping to the correct address until the employee handling shipment called me the next day to tell me that he was ** minutes away, and he was able to verify the address but had some confusion because it was still partially incorrect.*Once I unpacked the table, the delivery employee was already gone. They do not exactly wait around for you to unpack, assemble and inspect the product. I put the chairs together first before opening up the table, and then noticed immediately a scratch on the surface of the table. While I was very disappointed, I was even more distraught to see that one of the support structures for the table legs had an enormous crack through the center of it. A support structure with a crack in it is a deal breaker, and a safety hazard. I will have an infant in a couple months, and if the table fell while he was near it or playing in the vicinity, it could crush him.*I called to ask for an undamaged replacement that night. I was told to call between *-* tomorrow, Friday ** November, to file a claim. On Friday at *:**, I called and was informed that the department I needed leaves at *:** on Fridays. I work *-* weekdays, including Fridays, but could have called during lunch if I had known to prioritize that call due to weekly half days at your customer service office. I voiced concerns about getting my table by Thanksgiving, and was assured that this was not only possible but would definitely be accomplished for my trouble. I was also assured I would get a call back on Monday morning. Monday ** November, I placed a call at *:**pm after waiting all morning for a call that did not come. I was informed that, because I had to open the package to see the damage, it would take *-* weeks just to file the claim. When I asked what I am supposed to do with **lbs of damaged product sitting on my floor, I was told that I would have to hold on to it in case the distributor wishes to inspect the product. Of note, I have sent images of the damage.*To summarize* I paid for a table on ** October which came damaged on ** November, weeks outside of the anticipated delivery date. I currently have a damaged table which I cannot use sitting on my floor, and am expected to keep it there for *-* weeks based on a “maybe”, before I know if action will even be taken to remove the table and replace it with the new condition, undamaged table which I paid for. *I am extremely upset, and despite my best efforts the customer service representatives have told me there is nothing I can do but wait. I am anticipating eating on the floor for the next *-* weeks or more, while the money I paid for a table I was told would arrive by Thanksgiving is already absent from my bank account. Therefore, I have spent money, time and energy trying to fix this myself and have not been helped* instead, I am short almost $****, * months pregnant, disappointed and upset, and eating meals standing on my swollen feet at my kitchen island through Christmas.*This is not what I expect from Sears customer service and its associates. This is not the kind of reputation I want to propagate about your company. However, I intend to file a claim if this egregious group of issues is not remedied in a timely manner as promised. When family, friends, and neighbors ask me about my experience, I intend to be honest with them- I would not recommended purchasing anything from this conglomerate considering the experiences I have had to date.*All I am asking for is a timely replacement of the product with one that is in new condition like I paid for. Since I have already sent images, I do not understand why I cannot get a replacement shipped out in the immediate future.*Thank you for your time. I hope to hear from you, per your Marketplace Guarantee to “Make it Right”. **Leigh Foster******@***.com****-***-****

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Sears

Customer service issue
Reported by GetHuman-connerkl
Nov 5th, 2018 - 2 years ago
Not resolved
Seen by 1 customer so far
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GetHuman-connerkl started working on this issue
Nov 5th, 2018 8:28pm