I bought a bedroom set for my mother in law who was very sad to move in a new senior home.
I wanted to have the bedroom organized before she could move in.
I told the salesperson that there would be nobody in the room and the delivery company had to ask the staff to open the door. The delivery day was set for thuesday.
The delivery company didn't get the instruction and knocked on the door, waited a little bit and left. They didn't leave a notice nor tried to call me.
On Wednesday, after many phone calls to Sears, they told me they could only deliver the furniture on Thursday, again between noon and 6 p.m.
I decided to hire a moving company to pick up the furniture at Sears warehouse because my mother was moving on that day. Sears has refused to compensate me.
When I opened the boxes, I found out that some screws were missing to assemble the bed. I call the salesperson and she told me that she could only get the repair man in 48 hours or I can get the screws myself at any hardware store.
I went to two hardware stores to find out that this type of screws are specially made for furniture and they didn't carry it.
At 6h30 pm. I went to Sears store and I asked the manager if I could get the screws from the bed on their floor model. I explain that I had a 95 years old lady that didn't have a bed to sleep on that night. She told me that this was out of question and I had to wait until Friday to have the repair man. She also blame me for not being in the room a the delivery day meaning that I would have had to wait from Noon to 6 pm in an empty room.
Sears was only 3 hours to close and she could have had the repair man come to the store the next day to fix their floor model. She was very cold and firm in her decision.
I told her that I could return the furniture and she replied that if it was going to make me happy to go ahead.
Then she went to her desk and handed me the Customer Service Center (which is a call center) and file a complaint.
Well, this customer service toll me the same thing and added that he could have the screws sent to me in a week. He also added that they didn't mind if I would return the set.
Sears Canada didn't show any effort in fixing their mistakes (delivery and bedrooms parts) in a reasonable time for a 95 years old lady.
I had bought a bedroom set for my son in July from BARNABY'S FURNITURE in Moncton and I had a SUPER service. They even installed the bed and put on the mattress they didn't sell me.
IF I EVER BUY FROM SEARS FURNITURE, IT WILL BE BECAUSE I HAVE NO OTHER OPTION.
I UNDESTAND THAT PEOPLE CAN MAKE MISTAKES BUT I HAVE NO RESPECT FOR PEOPLE WHO DON'T CARE, LIKE THE FURNITURE'S MANAGER IN MONCTON.