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Jacob K.

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Experience: Baby & Kids

Member since July 2019

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1 Review by Jacob

Our freezer wasn't working well, needed a $750 repair. Went to look for a new refrigerator instead and several local stores had 10 day to 3 week wait times for delivery. Found Sears.com had the unit we wanted and a "1-2 day delivery" time. Price was $100 higher than I would have paid at another store, but it was worth it to get quick delivery. I was able to buy the unit and schedule delivery for 2 days from purchase no problem. My email receipt confirmed delivery date and said I should expect a call the night before delivery with a timeframe. That call never came, so I looked at my purchase history on the Sears website and my delivery time had changed to 5 weeks from the current date. I called customer service and waited just over an hour to talk to someone named "Rachael" somewhere in Southeast Asia. She followed her script well and suggested I pick a different refrigerator that "might" come sooner than 5 weeks out. I told her what I thought of that and she then offered me a 10% discount or a refund. I asked for a refund and store credit for wasting my time and she could only offer me a refund in "7-10 days." Terrible experience, terrible business, will never buy anything from Sears.
In summary:
-The delivery I was promised was pushed back over 1 month without even the courtesy to notify me
-Prices are better at competitors
-Customer service is from Asia and STILL had an hour of hold time to get a human
-Offensively inadequate offer to "make it right"

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