I ordered an inversion table (large piece of fitness equipment) as a Christmas gift for my partner. He has a bad back and I wanted it to be a surprise. Unfortunately the one I saw a Costco was way too big and heavy for me to transport so I decided to order this online via Sears for an additional 100 dollars and a shipping fee of 50 dollars. I was then asked to pick a day of delivery and that was December 24, 2008.
Now if they weren't able to accommodate, then I surely would have figured out another way of purchasing this item to be under (or beside) the tree for Christmas morning. His back has been so bad I new this was a gift that would bring him much needed relief and could be incorporated with the treatment and exercises he's doing to improve his condition as much as possible.
I remained at my home all day on the 24th and waited. Waited and waited. I dutifully checked the status of my order on line which did not indicate any delay or reason for this item not to arrive at the agreed upon scheduled day.
As the afternoon progressed I decided to call Sears customer service. I was on hold for at least an hour before I had to take other calls then call back. When I did call back, the recording said the business was now closed for the holiday. I could not believe this. Up until 8pm, I was sure they would come but it didn't.
I was mad, and I dont' get mad easily. I would have been satisfied if someone from Sears called me to let me know this item was not going to make it. I felt it was particularly crucial considering it was Christmas Eve and a gift. So I drafted a strongly worded email to the customer service line, demanding a call when they did open to provide me with a proper explanation, exact time and date. I didn't get that call so at 9am so I call customer service. I did recieve an indifferent form email from Sears with no indication of the information I was requesting.
I didn't get the chap's name who took my call. I was more indifferent than the email. I asked him very simple, justified questions that I deserved answers to. Instead I get this crap:
Me: Why didn't the item arrive?
Customer Service answer: Oh, what location was that supposed be picked up yet?
Me: Um, it was supposed to be delivered to my residents. Where is it?
CS answer: Hold on (he then seems to looking maybe). Um it's on the truck.
Me: What? What truck? On my account it indicates "order completed". What does that mean?
CS answer: Well it may very well be on route and arrive sometime today or tomorrow.
Me: That is not good enough. You need to look into this and give me an acceptable answer to my query.
CS answer: (in a bored indifferent tone) I'm sorry, we don't have that information ma'am.
Me: OK, so you dont' iknow and it sounds like you don't give a *(O&*&^9
CS answer: That's not true ma'am. It's being shipped by UPS.
Me: (thinking now I'm getting somewhere) I'll contact them then. I need the information to track this.
CS answer: Oh they can't do that.
Me: You mean you don't care and are unwilling to help me.
CS answer: That's not true ma'am...
Me: (I hung up) and continue to wait.