Horrible experience with Sears Home Appliance Delivery on 11/8/16. My aunt bought a new bed for my disabled father in October and it was to be delivered yesterday between 12pm-2pm and I confirmed this time the day before. At 3pm I called Sears delivery department to find out what happened because they did not show up. I was told they missed the delivery and will be heading back to deliver it. At 4:30pm I called again to check where they were and she said they have him next on the list.
Since my father is disabled he is unable to make up his own bed so after I picked up my daughter from daycare I had to hang around his home waiting for it to get there. At 6:30 I called again and was told they are literally driving to his house at that moment. You can guess by now that is not what happened. I called to find out if they could just do it the next day because I had to feed my daughter and get her ready for bed and they said if I did that they would not deliver it until the 15th so we kept waiting. At 8:45pm I called again and was told he is next and when I would ask how late would the deliver go before they would cancel it the only response I would get is "they will call you before they arrive".
I asked if this could go as late as 3am and again was constantly told "they will call you before they arrive". I was told there was no way to call the delivery company. I do not understand how a company hires a delivery service and has no way to communicate with them. I finally had to take my daughter home and put her to bed and I told my dad to call me when they got there. By 10pm I called once more and was finally told they will not be delivering, but could not tell me why they never delivered, and the next delivery date will now be the 19th. My dad's provider tore down his bed thinking he would have his new one ready. He is severely handicapped and I had to wake my daughter up to go back over and try to get him a bed set up so he could go to sleep. This was the most informative call center I have ever dealt with. It is beyond concerning that my aunt paid almost $900 and also paid for a delivery and I was now being told there is no guarantee on deliveries. So money is being paid but there is no product being delivered.
The way every individual handled this was disgusting and horrendous. I am being disappointed with Sears and am only hoping the bed will actually be here on the 19th. When my aunt called this morning to also find out what happened she was told the bed was in the Philippines and will be delivered in 24-48 hours. When I called again this morning I was told they have the bed in the truck, it came from the warehouse, but can't be delivered again until the 19th. There is something very fraudulent about this whole situation. I was able to get someone this morning to tell me they did not come yesterday because they were behind on their deliveries, I asked if they were behind (which I can even understand that) but my issue is being told on four different occasions we were next and on one occasion being told they were literally driving to his house is the part I have the most concern with. No one could give me any answers until 10pm which created a huge inconvenience for myself and for my disabled father. I was told I would receive a call back to discuss this which I have not and I also sent an email to Sears customer service which has yet to be returned. Horrible business practice. read more
