Menu
Login
New England Retail Express, a subcontractor of Sears, delivered a washer to my home on Aug. 22. It was not installed properly and resulted in a leak that damaged my downstairs neighbor's ceiling and lighting. The delivery team first failed to show me how to use the machine, was told to return, then started the machine, but left before the cycle finished, and was told to return again when my neighbors discovered the water. The company has lied to Sears, which subsequently lied to the BBB, about: 1. NERE's efforts to contact me. Virginia Stephens of NERE, whom I spoke to on the phone (on or about Sept. 2 at [protected]) told me she had sent a technician to my home the previous day and that I was not there. She claimed he called first, but he did not (my cell phone is with me at all times, and I got no call or message). Virginia Stephens then said she would have him call me "right away" and he never did. NERE also claimed I never returned the technician's calls (lie) and that I was never home when I said I would be (lie). Why would I have pursued reparations if I did not intend to return calls or be available when I said I was? 2. what it's delivery team did and told me while in my home. The team did not find that water was "coming out of the drain pipe at the bottom of (my) wall" because the drain is not at the bottom of my wall, it is in the wall ABOVE the washer. The fact is, the team had not clamped (or properly clamped) the hose to the WASHER drain. The team also did not tell me to call a plumber, and I did not tell the team I was "going to have (my) landlord look at the drain pipe." I am the owner of the condo and I have no landlord. The Harahan office of New England Retail Express is responsible for these damages, but through its lies has refused to repair them, which resulted in Sears third party administrator, Sedgwick Claims Management Services, denying my claim, and requiring my neighbors to get TWO damage estimates at their expense.
A delivery day was chosen and was to be within a four hour range from morning to early afternoon.
The scheduled delivery never arrived and I was home for the ENTIRE day.
I called New England Retail Express and wasn't able to reach anyone. The only option I had was to leave a voicemail.
I left a detailed message and was NEVER called back, although the voice prompt states that messages will be responded to within 72 hours.
I called twice more after the 72 hours had expired, and was STILL unable to receive a callback.
I was told that New England Retail Express arrived at my location with the unit, but the recipient refused the delivery.
This was certainly not the case; the delivery document was forged. They had delivered to the WRONG ADDRESS and attempted to deny responsibility.
The representatives of New England Retail Express had fabricated this story and WERE PROVEN to be deceitful.
For at least another week, I kept trying to contact New England Retail Express to schedule another delivery.
Finally, after more than 72 hours, I was contacted to schedule a delivery which was more convenient for them; not me.
When the delivery arrived, it was DAMAGED. I told the delivery reps. that I did not want the damaged delivery, and to take it back.
They REFUSED because they had "already [hastily] opened the delivery items up" from the packaging.
I contacted the items' manufacturer. They told me that the delivery reps. SHOULD HAVE taken back the unit, no matter if it were opened or not and that their refusal was WRONG.
After more phone calls, I still did not receive any call back.
I personally DROVE to their warehouse/office in Stoughton, MA.
The owner/manager seemed extremely surprised to see me and couldn't answer as to why all of my calls weren't being returned.
The pickup was finally scheduled. The time frame was scheduled from 2 PM to 6 PM. I was told that the truck would arrive closer to the 6 PM side.
I DID NOT receive a call until approx. 7:15 PM from a delivery rep. This rep. stated that they would be there "shortly".
At approx. 8 PM, TWO WHOLE HOURS after the latest scheduled pickup time, the truck showed up.
Apparently they knew they were going to be very late and NEVER bothered to contact me.