Barbie Perkins-Cooper, Author

Recently we purchased a new Samsung refrigerator with French doors. Pleased with the sale price, I was ecstatic. Finally, I’ll have additional room in my refrigerator. Allow me to correct that statement. What I should say is I WILL HAVE ADDITIONAL ROOM IF SEARS EVER DELIVERS IT!

Delivery was scheduled for Friday, July 8, 2011 between the hours (East Coast time) of 1:30 – 3:30pm. Phone calls were received confirming this delivery schedule. On one call, they phoned the house at 6:47AM!

Getting the old refrigerator emptied, I had everything ready to simply place the freezer items in the freezer section — all frozen items were in plastic bags, organized for the storage.

Tick. Tock. Tick Tock -Tock! The two-hour window passed. Knowing we had dinner reservations at 6pm to celebrate my husband’s birthday, I chose to phone the Sears delivery person. Thank goodness for caller ID! At 4:15, I left a message. He returned it within 15 minutes. Seems the truck had a flat tire. They would be delayed. To quote a new cliché, “Surprise. Surprise!” The true question is why didn’t these unprofessional delivery people make a phone call?

“We need to reschedule for Saturday.” I said.

Duh. The phone was silent!

I phoned the salesman at the local Sears store. He assisted, phoning me again to tell me we would need to reschedule. My diplomatic arrogance kicked in.

To make a long story short, the new scheduled date was scheduled for Sunday, July 10, 2011 at 7-9am, that is — according to the supervisor for delivery. I told him I would accept that time, but they better not be one minute late! Also, I demanded a $69 credit on my account for the delivery charge and I wanted free delivery now. Mission accomplished! Also, the supervisor said he would give me a $100 gift card!

Today, Saturday July 9 I get a phone call from Sears — another automated phone call where they choose to speak with a foreign accent — ‘the delivery is scheduled for Sunday at 1:30-3:30pm.”

Duh. What part of customer service doesn’t Sears understand?

Stay tuned later to see what time Sears decides to deliver the new fridge. Monday, I will be at the store — a displeased with customer service customer who will have her say! Yes, I’ll be diplomatic – but I think they know I am not a woman who gives in, and I will achieve something else, complimentary of Sears! My time is valuable too!

All it took to please me was a simple and courteous phone call stating, “Hey. We’ve had a flat tire and will be delayed.” There’s no excuse for not phoning to let the customer know. It is a courtesy ALL CUSTOMERS deserve! Now, I’ve discovered Sears has a major communication problem. According to the automated system, the 1:30 – 3:30 time frame on Sunday was scheduled. I suppose the supervisor miscommunicated too.

Next time – I’ll buy my appliances at a different store. Sears SUCKS with their customer service and communication skills! Let’s don’t even discuss their automated service system. It is the pits.