Our family bought a fridge from Sears in Pickering, which was delivered to our home on December 22, 2011. As the fridge was too big to be brought into the house, it was left in our garage until a technician can attend to remove the doors and drawers to enable the delivery personnel to move the fridge into our kitchen.
I have called Sears Customer Service numerous times between the 22nd and the 29th. I have tried to have the technician and delivery personnel attend our home before the evening of December 29, 2011 as our family were leaving on a pre-planned trip that evening. My attempts were not successful.
Sears assured me that a technician will attend our home on Friday, January 6, 2012, which did happen. The delivery personnel would now attend our home on Saturday, January 7, 2012 to move the fridge into our kitchen. This would occur between 07:00 and 12:00. I called four times after 12:00, the last time being just before 16:00. The technician's shift ended at 15:30, resulting in my family being without a fridge for Saturday night, Sunday, Sunday night, and however long it will take for the technician to attend to re-assemble the doors and drawers. I have received a call from Elizabeth, who advised me that she was a Supervisor, and apologized for the delay, and told me that we would definitely receive a discount due to the problems we have been encountering regarding the fridge. Elizabeth has yet to contact me again.
The delivery personnel eventually attended our home just before 16:00 (never calling me to advise of any delay), and moved the fridge into our kitchen. I was not willing to be subjected to this treatment again (Sears not calling to advise or update me, repeatedly telling me there is not much they can do, having to plan around their attendance which rarely happened when promised), so I requested our old fridge be removed while the delivery personnel is in our home. This did occur.
On Monday, January 6, 2012 my cellular phone, which was with me at all times, did not once receive a call from Sears in the morning. I called Sears in the morning to confirm the attendance of the technician, which was confirmed for between 07:00 and 15:00 on the 6th. At approximately 13:30 I received a call from a lady who advised me that she called me twice in the morning, and as I did not answer my phone, she cancelled the technician. I was appalled, and told her that my phone did not ring. She then conceded that she "may have dialed the wrong number". I was truly upset by this time.
I called Sears Customer Service, and spoke to Zaine, who advised me that "I don't care, Ma'm", "... whatever", and "I'm in Montreal, not Pickering, and I can't do anything". I asked to speak to a Supervisor as I was appalled at the treatment I was receiving from Sears, and now Zaine in particular. He transferred me to Sam, who said that he is a Supervisor. Sam also said that there is nothing he can do for me, the lady called and as I did not answer my phone cancelled the technician, and the technician will attend our home on Wednesday, January 11, 2012.
By this time I was incredibly upset, as this situation was unacceptable, and wanted the fridge removed from our house. Sam said that I have to call the store where I bought the fridge from to have that happen. I called the store, very upset, and spoke to Brian, who could not believe how badly we have been treated by Sears, and told me that he cannot help me to remove the fridge, I have to call Customer Service. I could not believe that I was being sent from here to there with no one willing to help us. Brian made some calls, and the drawers and doors were re-assembled by that evening. Brian was the only employee at Sears who actually did something to help, which was very much appreciated by our family.
Through all this, I have been the one who primarily made contact and asked for updates. Sears have been rude, and completely unwilling to help a family with two boys who are now without a fridge. Our boys could not even take milk out of a fridge to drink - our frozen foods were placed in a cooler box until we had a fridge that we could use. This resulted in my having to throw away a lot of food, which is a waste of food and money.
Sears Customer Service has been appalling, and it was a very stressful time for us. I worked afternoon shift during the time, and had to go without much sleep as I was trying to sort out the dilemma of not having a fridge.
Thank you,
Tania Hugo
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