Sears sucker...

This rambling note that I sent to Sears' "senior case manager" explains it...


Hi Robert (or anyone who can help),

My name is Peter DeLuca and I'm the customer in the case referenced below. I've had massive difficulty with this particular order (# 207827487).

Feel free to contact me when you can at 917-xxx-xxxx.

To summarize the recent series of unfortunate and brand-deteriorating events:

• On January 29th I purchased four distinct items online from Sears.com: a washer, dryer, stacking kit, and installation service for the dryer (i would later find out that installation service should not even be available for an electric dryer, as there's no installation necessary).
• On the evening of February 2nd, I received a call from Sears telling me that the washer was set to be delivered the next day (Feb. 3rd) at 10:45am and that I needed to be present at home to accept the delivery. I asked the representative about the dryer, and she had no record of me ever purchasing the dryer(!)
• The above issue then triggered a series of time-consuming calls to ostensibly incompetent Customer Service agents to determine why my dryer purchase was not being recognized by Sears Home Delivery, never to be resolved.
  
• On the morning on February 3rd, I received a call indicating that my dryer was going to be delivered between 11am - 3pm. Interestingly, this representative had no knowledge of the washer purchase. At this point I assumed both were going to be delivered that day. But I was wrong. Neither was ever delivered! This triggered another series of calls to Sears Home Delivery, and more confusion.
• Sears Home Delivery finally told me that the washer delivery was unfortunately delayed and had never even made it to the warehouse (even though I had received a call the night before saying it was ready for delivery) and that it will be arriving on Friday, February 4th. But I had already taken the day off Thursday, February 3rd and I wasn't even going to be in town on the 4th.
• I received a separate call from a different Sears department indicating that my dryer was also not available, and that I never should have received the delivery appointment call in the first place.
  
• Now it's several days later, Tuesday, February 8th, and I have (again) been told by two separate Sears departments that deliveries will occur today. However, neither the washer delivery group, nor the dryer delivery group recognizes that the other product was ever purchased (obviously a massive disconnect with Sears' internal systems). We'll see how everything turns out.

During one of the many calls I've made over the last week, I asked for a discount on the total purchase and the removal of the installation service, which I never needed in the first place. I've received no confirmation that this charge has been removed, or that any discount has been given. Needless to say, Sears is almost certainly going to lose a customer for life.

Thanks,
Peter