Respected sir/madam,
I have had the worst customer service experience the Sears Rockaway NJ store. Actually this is the second issue regarding the same product; a 30” slide in range that costs 1500.00. The first issue was at the time of purchase on 2/10/2008, and the second when it was SUPPOSED to be delivered and installed 3/1/2008. The purchase of the range took 3 trips to Sears to complete the transaction due to the fact that the sales associate and her manager could not correctly figure out if the range was hard wired or required a cable, then could not determine if the cable and a mounting bracket were included or not. I left the store and contacted the Sears National parts service center and found out the details; and was informed that a cable was required and should be ordered at the time the range was to ensure the installation could be complete. I then went back to the store later on 2/10/2008 and the sales associate informed me that the cable was included and I would not need to order it separately so we completed the transaction and I was given an extra $50.00 off of the purchase price of the range for my trouble. The sales associate also noted in the delivery instructions that, “the installer was to pick up the unit at distribution center 8714, and take away old unit.” The next day the sales associate phoned me at home to advise me that I needed to have the cable and should go to Home Depot to get it. So I did. The second issue arose on 3/1/2008 over 3 weeks later at the time the range was to be delivered and installed. As per the process the Sears installation vendor (NOT Sears as I later learned) phoned within 48 hours of the purchase and we arranged the install for 3/1/ 2008. On Friday 2/29/2008 they confirmed that they would be at my location between 9am and 1pm. They arrived after 12 noon and asked me where the range was? I advised them that it was to be delivered at the time of installation and that I would show them my receipt. I was informed that it didn’t matter because they didn’t have it and there was nothing they could do. I requested that they wait while I call Sears and they jumped into their truck and left. I contacted Sears in Rockaway and the appliance manager and sales associate advised me that there was nothing they could do so I requested to speak with the store manager who was too busy to talk with me and never bothered to return the two messages I left. I advised them of the importance of getting this done today due to the fact that I had furniture moved the old range de-installed cleaned and ready for haul away, and basically my house turned upside down to ensure NOTHING caused the installation to fail but it did anyway. And would I be traveling the following week and the next weekend I had important commitments and could not wait for 4 to 5 hours for the installation. After that I spoke with the National Customer Relations Team that told me how very sorry they were and then emails started to arrive to tell me how sorry Sears was about the situation and they would contact the Rockaway NJ store to see what could be done. I was then contacted by the store manager of the Watchung New Jersey Sears who was a bit upset with me because I logged a complaint with her store and didn’t even buy the product from her store. I advised her that it was a mistake by the National Customer Relations team and she said that she would get that changed to the Rockaway store, and was sorry to hear I had a problem but she too could do nothing. I then contacted the Sears Installation department that actually showed some effort to correct the situation. I ended up speaking with them numerous times throughout the day and learned the following things about the Sears delivery and installation processes: • The original order was processed wrong by the sales associate; however the department manager in the store disputes that fact • The delivery notes on the order do not download to the installation reports to the installation vendor so they never saw them • Installers are not allowed to answer their cell phones at a customer site – a Sears requirement • The installation vendor’s hours of operation are Monday to Friday 9 to 5pm, even though the message states that their hours are Monday to Saturday 9 to 5pm. They changed their hours about a month ago but didn’t update their message, or provide any emergency contact information. • The Sears installation team has a special number to reach the owner of the installation vendor however the owner did not bother to return their calls. • The Sears installation department only has the option to offer another trip charge to the installer to entice him to adjust his work to meet the commitment Sears and the installation vendor originally made to me. • Even though the installer may be enticed with an additional trip charge he can not change his schedule unless the owner approves. As I stated earlier the owner of the installation company did not both to return the calls from the Sears installation team, provided they even placed them. • The Sears National Customer Relations Center sends emails and that’s all! And is very sorry for your inconvenience and contacts the local store to resolve issues. The local store manager never bothered to take action that I could see. • Even if the installer would have agreed to do the job, and the owner of the installation company would have actually called back and approved the change there was no telling if the installer would have had access to the Sears Distribution Center to get my range, because installers only have limited access on specific days and times. No one at the Sears installation team really knows exactly what the DC hours of operation are. • The Sears Rockaway store manager and owner of the Sears installation vendor company could not be bothered to get involved to support the resolution of the issue. • I was advised that the distribution and installation processes have changed recently and not everyone is quite up to speed on them. • Disputes between the Rockaway sales department and the installation team continue as to whether the order was right or not even after the order was cancelled. I wonder if the installation could have actually worked out if the effort was put into correcting the situation instead of pointing fingers. This is all of the garbage and information that I have been forced to come to know while I was just trying to get my range delivered and installed. The manager of the appliance department seems to feel that offering $ will resolve any issue and refused to understand that I needed my range installed on the day they originally committed. The next date that was most convenient date for Sears and the installation vendor was not convenient for me, besides the fact that I would need to take vacation time. And my old range was already de-installed and my house is turned upside down with furniture moved etc for the installation that no one could seem to get done. The managers from the different stores and installation vendors etc could not be bothered to get it done either. I received another call from the appliance manager offering me more $ to agree to another installation date, and again I had to advise him I would not be in town next date that was convenient for Sears and the installation vendor. The theme here is that it’s got to be convenient for Sears and the installation vendor even though the first date was they couldn’t meet that one either. The date that most convenient for me was the original date that Sears and the installation vendor agreed but were unable to meet. I was contacted the next by the Sears installation team and was advised that they were continuing to work on trying to complete the installation but the associate openly admitted that he probably can’t do much. Twenty minutes later I was advised that yes they found an installer however the distribution center was closed and they could not get the range anyway. Sears did however perform one function flawlessly, they happily cancelled my order. My next struggle is to get back the $600.00 I already paid on the range On the Sears website their mission statement is: Sears is dedicated to providing our customers with a superior level of service, but is unable to provide even the standard level of service that they committed to me in the first place. They provided me with the steps that I needed to follow to ensure flawless execution of their process, however when everything on their end fell apart they were unable to complete their process I was forced to understand all of their people, process and technology shortcomings. It’s obvious that Sears and their vendors do not walk the talk.