Here is an email I sent to head office (sorry it’s long, but you will see why):
I would like a telephone response to this email by March 31st for the following concerns:
1.Â An order was placed by my mother,Â in September 25/08 for baby furniture for myself which consisted of 3 pieces being a 4 drawer dresser, 3 drawer chest and hutch.Â These items were ordered as a gift for me and all calls, etc were to go through me, the person receiving the items.
2.Â The 3 pieces were to be received in October (4 drawer dresser), November (3 drawer chest) and December (hutch).
3.Â I called in December, as I had yet to receive any furniture.Â The 4 and 3 piece will be in December.Â Hutch pushed back to January.
4.Â In December I received a call from the Orillia store that the 3 drawer had arrived.Â I picked it up and the next day they called again to say that the 4 piece was there and they were sending it back if we did not come get it.Â I explained that we were just there the day before and they only gave us the one piece.
5.Â I called customer service and was offered a $100 gift certificate for the inconvenience.Â I was informed that the hutch would be in January 21st.
6.Â We picked up the 4 piece and put it together and at the end realized that we were sent 2 left side pieces of the dresser. We had to disassemble the unit.Â I called customer service and they said to return it to the store and they would send an exchange.Â I was offered a $25 gift certificate for the inconvenience. (I still have not received this, but was informed on March 24th I would receive it in 5-6 weeks).
7. I called customer service January 20th re: status of my orders.Â 4 piece was to be in this week and the hutch was pushed back to a date not determined.
8. On January 23rd i received a call that the 4 piece had arrived and that it was COD.Â It was to be on my mothers Sears card.Â Head office called my mother and the Orillia store and it was straighted out.
9.Â On January 24th we picked up the 4 piece and the hutch was also there.Â We got them home and realized that both pieces were the wrong colour.Â One was a dark wood, the other an oak colour.Â We ordered the Natural.
10.Â I called customer service on January 24th and the representative was extremely rude and very unwilling to help in any way. We brought both pieces back.Â Now we were to receive the pieces on February 27th.
11.Â On February 28th we were informed that the 2 items were in.Â However, for some reason, they were sent to the Chippewa store for pick up.Â My mother spent an hour on the phone with customer service trying to straighten out that delivery was to be to Orillia and that the items were to be on her sears card.Â She was given the impression that everything was straightened out.
12.Â On March 2nd my mother was called that the pieces were ready to be picked up at the Bracebridge store.Â Again, another hour on the phone trying to fix this mess.Â They were going to purolate to orillia that day.
13.Â I called Orillia store on March 3rd.Â They had the hutch.Â I called bracebridge store, they dont have anything.Â My mother called bracebridge store, they do have the 4 piece there.Â They will send to orillia by purolator tomorrow.
14.Â For the next couple of days I was on the phone with the orillia and bracebridge store, and customer service several times trying to track down the item.Â One time I called head office i was put on hold by an agent for over 15 minutes and I finally had to hang up.Â No one attempted to call me back.
15.Â My mother called head office to ensure that the items would be on her card. They assured her they were.
16.Â On March 6th I called the Orillia store and both pieces were now there.Â I picked them up on March 7th (I had to bring my mother’s Sears card because it was COD for some reason). Brought the items home, and the hutch was the wrong colour.Â It was the oak colour.Â The dresser had dings and a dent in it.Â Mind you, these items were to go though inspection before they were shipped to me.
17.Â On March 6th I called customer service as I just was fed up and didn’t know what to do.Â At this point, I have an 8 month old baby, with only one dresser.Â I was offered a $160 gift certificate for the damage of the dresser, as well as the travel to and from the orillia store.Â The hutch was brought back and ordered again.Â It was to be in on March 27th.Â I was on the phone with head office for over 1 hour.
18.Â On March 10th I happened to be at my mother’s house and sears called.Â They said that the hutch was no longer available by the manufacturer (storkcraft).
19.Â On March 11th I called storkcraft, they are making this hutch in this colour still.
20.Â I called Head office and spoke with Kim who said that she does not know why I was told this as it looked like this item was in fact available.Â She was going to look into it and call me back within 48 hours.Â I did not receive a phone call back.
21.Â On March 24th I called Head Office to find out what was going on.Â I spoke with Stuart (I believe) who said that it was noted that the item was voided, not available.Â He said it was noted that someone did call me, but that there was no answer.Â I do have an answering machine so I’m not sure why a message was not left.Â I was told that the $25 and $160 gift certificates were issued on March 19th and that I would receive them within 5-6 weeks.
I feel like compensation should be provided to be for the above and for the following reasons:
A.Â September 2008 to March 2009 trying to order baby furniture and coming up in the end with 2/3 of my order and not even happy with the items i have now as I dont have the entire collection I wanted.
B.Â Hours my mother and I have spent on the phone (I would estimate at least 4-6 hours).Â My mother should have never had to be involved with this as I repeatedly told sears to only contact me.Â My mother was constantly called instead of me even though I was constantly told that they had my number on file
C.Â Driving time to and from the Orillia store
D.Â Time spent putting together and disassembling items, opening packages, repackaging
E.Â The stress and hassle for the last SIX MONTHS
I have never in my life experienced such a horrible retail experience.Â I can say that the customer service agents were sympathetic to my situation and did try to help (except for one or two unprofessional service agents).Â I hope that Sears will offer me an appropriate compensation for this.
FYI Sears did nothing more for me.Â I called and emailed Storkcraft and they sent me the Hutch, FOR FREE! And they got it right the first time!!