I purchased a Whirlpool 22cu ft side by side fridge on Thursday December 6, in store. I paid for delivery and installation, and was promised the delivery to occur on Monday. I made arrangements for a deer I had processed to be delivered on Tuesday 24 hrs with a working fridge would be enough time to accept the meat. I received 3 calls over the weekend detailing that someone over the age of 18 needed to be at the house to accept the delivery, that I needed to make sure all entrances to the house would accommodate the delivery of the fridge, and that the fridge would be delivered on the morning of Monday December 10 between the hours of 9:30 - 11:30. 10:00 and I receive a call from delivery dispatch being told that my fridge that I had purchased was not in fact going to be delivered, that it was damaged, and she couldn't help me further and promptly hung up on me. Ignoring the fact that all the merchandise on the sales floor were plastered with notices informing us that all the products had been thoroughly tested and were in fact in working order, I received not one call between Thursday when I purchased the fridge and Monday when the fridge was promised according to both sales associate and the multiple robo calls I received telling me that the fridge was damaged, please let us make it better for you so you can get a fridge. NOPE didn't happen.
I spent two hours on the phone with the manager Bill trying to get this worked out. I had been given some options: "we can order the exact same fridge brand new from the manufacturer and you will simply pay the difference"... NO! and "you can wait 7-10 business days for us to issue you a full refund of the merchandise"... NO!!! I had to be the one to tell them that another location had similar fridges and I didn't need to see them to agree to make an exchange. The manager Bill supposedly tracked down another comparable fridge; and issued me an e-receipt telling me the fridge WOULD be here this morning Tuesday 12/11. I received yet another robo call last night with the same information as before; someone must be 18 to receive the fridge at the residence, make sure the doorways are clear and can accommodate the purchase, and oh yeah btw we will be there between 10:45-12:45 to make the delivery. 9:30 this time, I receive a phone call... NOT delivering the fridge... again...
Theresa with delivery dispatch tells me basically she doesn't care, its not her problem, and has no idea why the delivery can not be completed, and hangs up on me. Second time I've been hung up on by delivery in two days. I call the store, the manager is not in, and they can't do anything to help me. I call customer service, they can't help me because I didn't order the fridge online. I call back to the store, still no help there because the manager is still not in. Call in to corporate office in Chicago, they direct me to customer service. At this point the customer service agent tells me that instead of issuing a delivery order for the exchanged fridge, he instead re-issued delivery on the original damaged fridge aka why I have no fridge delivered today, because delivery will not deliver a damaged product.
Call back into the store, Bill still has not appeared, its 11:34 and there is no resolution to my issue. I don't have a fridge, I paid for one, but I certainly don't have one.
I have 100lbs of deer meat arriving today based on the assumption that I would have a fridge delivered yesterday, I'm out two days of work, and I can't take anymore time off to wait for non-delivery of product, and I certainly can't wait 7-10 business days for a refund.
I just want the fridge I purchased, or a comparable model in my house today so I don't have to waste anymore time, energy, or money on this.
I certainly wont be making anymore purchases with sears, and I'll be making sure that none of my friends, or family, or even random strangers I meet on the street will be either.