In Astoria
We’ve been waiting not-very-patiently for our new Kenmore dishwasher to be delivered and installed. We bought it at the Astoria Sears store on Labor Day (they were having a sale) and, since we were going to be gone for a week, we asked that it be delivered to Oysterville after the 16th of the month. The company that contracts to take care of deliveries for Sears is in Longview.
We called when we returned from our trip. I think it was on the 12th. They said they’d deliver it on the 18th and would call the day before to give us an approximate time. Nyel and I did a tag team thing to make sure one of us was home to get that call yesterday but… it didn’t come. When we called them late in the afternoon, they said no delivery until the 25th. Unfortunately that day won’t work for us. And, since they only deliver on Wednesdays, the next opportunity would be the 1st of October.
Toy Truck
Not acceptable! So we called Sears to see if they couldn’t make another delivery arrangement. They gave us a number for the “boss” of the delivery company, She said that the delivery man’s wife had gone into labor unexpectedly and that’s why they wouldn’t be here tomorrow. So we asked if they had a back-up plan. She said she’d work on it and get back to us. Sure, you betcha! We are still waiting to hear.
Sears is not my favorite store. The reason for my prejudice is that my dad worked for Montgomery Wards during my formative years. He was the General Manager of the Catalog Order Department for the Western States. We always ‘bought’ Wards; never Sears. So when Montgomery Wards more-or-less disappeared back in the 1990s, I switched to Sears reluctantly and with a chip on my shoulder.
I feel the same way about Best Foods Mayonnaise versus Miracle Whip or Trader Joe’s vs Walmart. It’s probably illogical, but that’s the way it is. When I find a brand or a store that I like, I stick to it. Why try to reinvent the wheel?
Dishwasher
But, I have to admit that we have had good luck with Sears’ appliances over the years. So, I’ve been looking forward to my new dishwasher. It just doesn’t seem right that they will have had my money for a month before my purchase is delivered and installed. Besides which, I think we might have paid extra for delivery. Maybe the customer isn’t ‘always right’ anymore. More like chopped liver.
Well, I understand about the wait but I’ve stuck with Sears for all my appliances. They provide good service and stand behind their products and they’ll be around for a long time. That’s the other side of the equation. Lucky you with a new machine.
Sydney, would it fit in the back of my SUV? I’d go get it for you. Seems like it should.
Great offer! But only if you are a qualified Sears installer so our warranty will still be good!
Sydney,
We’re sorry to hear about the troubles you’ve had with your delivery of you dishwasher. My name is David with our Sears Social Media Support team. I came across this page and wanted to reach out to you offer our help. If you need further help with this situation, we would be happy to have a case manager contact you directly. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (SydneyOfOysterville.com), for reference to your issue.
Thank you,
David W.
Social Media Moderator
Sears Social Media Support
I believe the situation is now resolved. The dishwasher is scheduled for delivery next Tuesday — four weeks and one day after we purchased it. However, I think there may still be work for you to do. For starters, maybe you can assist your Astoria, Oregon store in getting a more reliable delivery service. It seems to me that if their regular driver has a legitimate conflict and cannot work, they ought to have a backup plan in place. Since writing my blog, I’ve heard from numbers of people who, like me, feel positively about Sears products but who have had trouble getting large purchases delivered. With Home Depot and other appliance stores nearby, it would make sense to be competitive in all aspects of your service.
As a patron of Sears in Gig Harbor, I can say that I believe there are issues in the way Sears services their customers. We had an element in our oven go out. My husband called Sears to find out exactly the part number for our model stove. He was going to install it himself. When he decided that he could not he called back and arranged for a person to be sent, making sure that said person would have the exact part we needed. In the past we’ve experienced the two trip scam. One to see what part you need and another service call to actually do the work following the part being delivered to our house. Needlesstosay, when the repair person arrived there was no part to be seen and you’d think that my husband had not even given a model number. Of course this meant a further ten day wait for arrival of part and a return trip (more money for Sears). Back in the day the repair truck said SEARS on it and they arrived full of parts and fixed things in one visit. I am surprised that we don’t have to wait for a repair person to arrive from India.
One thing I will admit is that Sears is the only place we can affordable suits for our grandson. Thanks for that, but stop scamming on the repair trips.