Sears Dryer delivery and installation

ComplaintsAppliancesSears Terrible Customer Service

Complaint

0
MAK
Country: United States
My 91 year old Father ordered from the local Sears (here in Grass Valley, CA) a new dryer and paid to have it delivered and installed.  I'm grateful that I was around and had the wherewithall to look behind the dryer to make sure it was hooked up correctly.  IT CERTAINLY WAS NOT !!  In fact, it was an overall disaster and a life threatening hazard.  

The delivery/install guys were here no longer than 10 minutes (my Father said) and never showed him how, or offeed  to show him how to operate the new dryer.  I know there's not much to operating a dryer, but it is still a good customer service practice...maybe they could have asked him if he had any questions about it - they did not.  

The dryer vent (aluminum accordian type) was smashed into the whole in the wall so badly not even a speck of dust could be blown out, much less the normal lint.  We had also paid for the new vent and ended up having to repurchase another as well as a power cord.  I'm not talking about a large $ amount on those items, but the delivery and install fee was over $80.00 - a Gorilla would have done a much better job.  

I called the salesman who sold us the dryer and told him what had happened.  He offered no immediate solution/remedy except to have another rep come out end of next week to see if he could fix/reinstall.  My father said that was unacceptable and to come pick up the dryer.  This they could do the next day!  I told the sales rep that I feel they should credit us the dryer AND THE DELIVERY/INSTALL FEES, to which he said they could reimburse the dryer cost but not delivery and install fees.  Unacceptable to my Father, I called the bank and put in a complaint having the
issue investigated.  Approx. one month later, my Father was credited the fees and dryer cost.  The bank was so much easier, faster and more pleasant to work with.  

The store manager said he could not refund the deliverly/install fees saying "Corporate just wouldn't understand giving us a discount like that ($80.00) off services.  DISCOUNT?!!  Intially, we were going to keep the dryer and have someone else do the re-install, and had just requested credit for the $80.00, but after a comment like that I told him to keep his dryer and keep all the other products and services Sears has to sell.  After this fiasco and after being a good, loyal, long-term customer of theirs (for over 20 years - Dad has a home filled with Sears products from appliances to sliding glass doors) both he and I and anyone who will listen to this story will no longer be anything but a non-customer and will discredit Sears products and services whenever Sears is mentioned.  I wonder what Sears Corporate will think about that?!!  Word of mouth travels faster than most people know.  I'm following through with my promise to that store manager - I will make a public statement about the poor treatment, lack of consideration, and non-existant customer service we have experienced.  One bad apple does spoil the whole bunch - so to speak.  Sears will never get a good thing from us again.  The store I'm talking about is just a little poe-dunk town store - just a tiny bit larger than the old fashioned "mail order" stores that were around 50 ++ years ago - before the "department/mall stores" most of us are familiar with.  I would tend to think their customer service tactics would be much better in the small store and much more important to the store's creditability.  What a SHAME !!  

Lastly, I found out that Sears subcontracts these delivery/install people and they'd have to be refunded by that company, and complain to that company about their people.  That would be too much work for them, Sears, to get involved with....since they really have no control over that company's employees and just wouldn't be cost effective for them to pursue those Gorillas.  They may find out differently when I publish another written statement to our "gated, retirement community" here, warning all these elderly to be very concerned if they've had or will be having Sears has to offerl

Thanks, I feel a bit better now.

Comments

  • 0
    Crazy in Kent
    The same thing happened to me today.  I was so shocked.  They delivered the washer and dryer and were to take away the old set.  Instead, they said the cold water supply valve had failed and they couldn't install.  They put the new washer on the front porch and left the old one, taking the old dryer and leaving the new.  They planned to come back later in the day.  Fast forward:  There was no problem with the valve, just a hose that needed to be replaced.  They did not come back, but offered to reschedule for 6 days later.  It was not possible for them to come out the next day.  Sears took no responsibility, offered no options and suggested that I pull the washer into my home to save it from the weather.  I was clear with the sears people; it was not the delivery, it was the customer support after the delivery.
  • 0
    natashax4
    I'll join the crowd of unhappy customers. I brought a washer/dry and it was delivered on time a week ago. However, it was missing the drainage hose. Delivery men told me it was missing the hoses, so I drove to Sears store about 6 miles away.  And they schedules someone to come back Thurs to hook it up. However, when this 2nd crew arrived, found out it wasn't water hook up hoses but drain hose that was missing.  So they rescheduled someone for Sat. They arrived this weekend, BUT lo and behold, NO Drain Hose on the truck!  So again, scheduled another delivery for today -4th time.  WELL, again, warehouse did NOT give drivers that hose.  Crew was very nice..suggested if I could run AGAIN to store, get a drain hose, they would come back this afternoon to install. SO ran to store. Sales clerk hemmed/hawed -more concerned about "how" could they deliver without it.  I told her I didn't care "how", just cared about getting one now!  She finally went into back room, scrounged around and found one she thought would fit!  I had to pull a similar floor model out myself to see if it fit...which it did!  SO waiting for crew to return...maybe I'll be able to do a load of laundry tonight after not having a washer for a full week!
  • 0
    Bailey
    You all should read this NH Sears delivery boys facebook page. It amazes me that sears would allow such an arrogant bully to delivery for them. ( he actually works for excel.. but is contracted to deliver to sears customers)  He rants on & on how much he hates Sears customers & brags about being rude to them

    https://www.facebook.com/tony.eaton.106
  • 0
    Bailey
    Tony took down his hateful blog regarding sears's customers but luckily I saved it before he did.  Here you go .. take a look!


    About    o    im 21 i have my own apartment in seabrook i graduated the aggie in 09 i work for a delivery company for sears called exel i deliver large appliances all day from 6 till when ever we finish the money is good sears sucks i dont work for them so i can say that. the customers suck worse...DO NOT BUY [***] THAT DOSENT FIT IN YOU DAMN HOUSE. measure everthing b4 you have something delivered theres nothing worse than delivering a 240lbs front loader washer up 2 flights of stairs only to bring it back down again. also never argue with a delivery man atleast not me i wont think twice to take your [***] back and make you wait till it can be rescheduled i dont put up with bull [***]. buuuuuut anyways yea lifes good jobs suck but hey $120 a day is worth it i think.I'm also the bassist in a band called the exits check out out on Facebook
    o    Lives in Hampton, New Hampshire
    o    Male
  • 0
    BestBuy Customer
    We purchased a refrigerator from Seas March2,2012.. My husband rented a Uhaul to go pick it up at the warehouse instead of waiting the extra week it would have taken to get the refrigerator delivered .. it cost the same amount of money but we thought it would save us time. He drove out to the seacoast .. got home that's when I noticed after it was unwrapped they had given us the wrong unit ( a lesser model) After complaining to management (from the sears store)and arguing with the warehouse manager they finally agreed to have the next unit delivered. That arrived some weeks later.. it was the wrong unit again.. and the delivery guy got irate because WE were taking up his time while trying to figure out if it was truly the wrong one again. He became SO belligerent and threatening that we had to tell him to leave the property or we would call the police. That's when he got in his truck ( at 7 in the morning on a Saturday) and started honking his horn loudly and acting like a tough guy ( he told us he did not work for Sears & could care less if we complained because he didn't answer to them.. he worked for Exel)  That was only ONE of many failed attempts of this company Exel to deliver a suitable unit to our home.. this went on for 6 WHOLE months.. with the unit either being the wrong one or having damage on it. Now mind you .. I REALLY should have told them forget it after the first 2 or 3 attempts .. instead I kept being assured that things would be taken care of.. a new guy would come in the picture and say he would make certain ( blah blah blah .. lies lies) And this went on for several MORE deliveries. I HAD done business with Sears exclusively for 21 years up till this point Then on  Aug 10,2012 Sears Delivery damaged my home by flooding it They broke the water line & attached it improperly August 10 2012 (problem date) March 2,2012 ( purchase date) After numerous attempts to have this refrigerator delivered on August 10, 2012 the sears delivery team showed up an hour and a half early. I told the driver that they were early and it would be a few minutes before we had the contents of the other refrigerator unloaded he got very sarcastic and said"what do you want us to do come back at one?". I said that wouldn't be necessary. They unloaded the replacement and unhooked the water from the other unit and made the exchange. He asked me to turn the water back on. I went to the basement to do this and by the time I came back upstairs he was pushing the refrigerator back into place. He then started to argue with us about removing the rest of the packaging material. When we went to get the phone to call the people who had said they would be doing this he walked out the door told his helper "we're out of here" jumped in his truck and left without us even having signed for the unit. We left shortly after to run some errands and returned four or five hours later and found a puddle of water on the kitchen floor. I then went to the basement and found that the water was leaking down through the sub floor saturating the insulation and dripping onto our chest freezer and basement floor. I shut off the water to the refrigerator and went upstairs and slid the unit away from the wall and found that the copper tubing had been crimped and a small crack had formed because of this. Upon further investigation I also discovered that in his haste to stay ahead of schedule he had not properly seated the compression fitting while making that connection and that had leaked as well. We have attempted on numerous occasions to try and resolve this with Sears through their agencies and channels and they done nothing but avoid us.

    I went to Best buy to get my refrigerator. They delivered it yesterday.. the men that came are Best Buy delivery men. They were professional & polite. They stayed as long as it took to get the job done correctly and ASKED if we were satisfied . CUSTOMER SERVICE is not dead.. it's at Best Buy.. and that's who has my business from now on
  • 0
    BestBuy Customer
    I filed a complaint with the BBB yesterday for the damage they caused to my home. That was a Friday...low & behold I get a call today( ON A SATURDAY no less) From *Jack* the insurance adjuster. And HE claimed he has a signed copy of the paper work from the day the Excel delivery guy came to my house for the work done.. funny cause after he refused to take the wrapping off the refrigerator I told him i would call his manager so he could talk to him about it ( it was previously discussed.. he wasn't to leave until the refrigerator was fully unpacked & the ice maker was functional.) Well.. he didn't want to talk to anyone about unpacking the frig.. or completing the job.. when I turned to get the phone he RAN OUT the door... he left without getting a signature.. now it seems he's forged my husbands on the document.  Last I knew that was criminal conduct so I'm going to see what exactly I can do about that one
  • 0
    Nowabestbuycustomer
    I can't even believe the depths that sears takes their customers and then literally leaves them there and doesnt do anything to resolve the situation.  I won't even go into my story because I am convinced that even posting about it on websites like these won't do any good.  I will, however, take my frustrations out in sparring tonight and you had better believe that I will not step foot in a sears anymore, from now on I will do what I should have done in the first place: shop best buy!  RIP Sears, you keep treating customers like this you will go out of business.  And I will go out to Best Buy and treat some employees there to lunch, dinner, whatever when you do.

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