Comments on: Sears Canada Delivery Problems

By: Medea

Medea — Wed, 20 Feb 2013 17:42:12 +0000

I bought a mattress. When told I had to wrap up my old one and box spring, I told them I am disabled and could their men help. I would pay. I was yelled at. I injured myself severely bagging the mattress two days in advance; fielded three confirmation calls, cancelled work, cancelled an MRI (my mother had set up the date for me) and hired someone to help wrap the mattresses the _night before_ a Sears person called and said they couldn’t come, perhaps some other day? Long story shorter: slashed mattress cover off, hurting self badly, and asked them if they are on the verge of bankruptcy given this obscene service. I looked and they are. As with the first woman writing, no one apologized or tried to accommodate me. Worst experience I have ever had.

By: p manning

p manning — Mon, 21 Jan 2013 23:51:26 +0000

DO NOT BUY FROM SEARS WE JUST BOUGHT A FRIDGE AND A STOVE WE ASKED THAT THE FRIDGE DOORS BE REVERSED BECAUSE OUR APT LAYOUT DIFFERENT IT IS NOW 2 WEEKS EVERYBODY POINTS THE FINGER AT EVERY ELSE YOU CANNOT GET A ANSWER FROM THESE PEOPLE THIS IS OUR FINALSALE AT SEARS

By: Janice

Janice — Thu, 28 Jun 2012 04:38:50 +0000

Have just spent the night waiting for my new fridge which didn’t come. The delivery people have my phone number but not even a call to say it would not be coming. Although I tried to empty my old fridge as much as possible, there were a few things that will be spoiled by tomorrow — assuming I actually get my fridge. I am SO angry about their lack of service and professionalism. I’ll be buying my other appliances elsewhere that’s for sure. I agree with James — little wonder that Sears’ business is the pits — so is their service.

By: james

james — Thu, 14 Jun 2012 22:15:36 +0000

sears overcharges for delivery…75 dollars…i found the same mattress with free delivery…
no wonder sears is closing so many stores…they r not competitive

By: Frustrated in Surrey, BC

Frustrated in Surrey, BC — Sun, 23 Oct 2011 06:28:19 +0000

totally fed up with sears and their lack of customer service. their 2rd party delivery company are half-wits! really, sears….you have rude, disrespectful delivery guys? after a failed attempt to carry the fridge into our townhouse, i called their customer service number and after being on hold for 15 minutes, the rep started the conversation with asking for my phone number, then went silent for about a minute or so (hello?)….then went on to be presumptuous and say “the delivery window hasn’t passed and that the truck is running a bit late” (uhhh, no it’s not - it just left my house!) - NOT A GOOD WAY TO START A CONVERSATION - what ever happened to ‘how can i help you today?’. when i didn’t get anywhere with him, i asked to speak to his manager….he responded “it’s a long weekend, there is no manager here….we are a call center only and told me to call back on Tuesday (it was only saturday), thank you - CLICK” he hung up on me! we expected better. when we gave them a second chance to deliver the fridge (2 weeks later!), they tried to lead us on and get us to sign off on the delivery BEFORE it was even out of their truck….yeah right! we took off the hand rail from the wall & the baby gate, emptied our current fridge of its food and shelving, and began removing our front door….all while trying to watch two young kids, then were told the “new” fridge had a huge dent on front freezer door. totally frustrated, we declined the delivery. went to sears the same day and other than them offering to give us a $200 credit IF we accepted the dented fridge (really, sears???? who would want a dented two thousand dollar fridge!), we weren’t happy and got a refund on the spot. we are proud to say that we’ll never recommend sears for any ‘big’ purchases. your customer service ended the minute you had our money….yet we didn’t even have the product. shame on you.

needless to say we will be buying our fridge elsewhere!

By: Where is my couch??

Where is my couch?? — Sat, 22 Oct 2011 17:52:00 +0000

Well we ordered a couch sectional with ottoman was suppose to be delivered on thursday they called At 9pm wednesday to say the ottoman was back ordered so we asked them to deliver the couch cause our old one was broken they said no we can’t do that so we asked when we would receive our couch we were told when the ottoman arrives they will call us well it’s now sat no call I called them they tell me the ottoman arrived Thursday so I said well what’s the hold up deliver it today!!! I was told there is no room on today’s truck and i will receive a call when they can deliver it. So now I’m expected to wait for a call cause my order is now on the back burner thanks sears

By: pat

pat — Tue, 13 Sep 2011 20:46:55 +0000

we just bought upgraded our mattress at sears home store because the beautyrest we bought was deemed defective. first off, prices at sears was not competitive, but we had no other choice since we can’t get refund back for our old mattress. Still remembering the delivery nightmare we had when we first purchased our old mattress along with some appliances, i was very skeptical with their delivery service four years later. I guess it has improved because our mattress actually came on the day it was suppose to, however we never received the ‘call an hour before delivery’ like we were promised! secondly the driver refused to take the old mattress because it wasn’t bagged. But we were never told or given a bag by the store!!! So now, after having taken a day off, i will have to arrange for another pick up and take another day off work! The Sears call centre was completely rude and unhelpful. I am beyond furious, this is a lot of inconvenience for something so simple! I would never EVER again purchase from Sears!!! Customer service sucks and price suck, i want to be made feel good with my purchases, not end up spending the $$ and feeling like crap! Be warned if you ever purchase from sears, don’t expect any good experience.

By: Leslie

Leslie — Wed, 07 Sep 2011 03:20:32 +0000

I purchased a new Kenmore stove at the Sears Outlet store. The warehouse never bothered to match up the serial number of the stove with the packing invoice. The funny thing is my friend bought the same make and model as I did. I noticed her stove once I started cleaning it and saw a tell tell scratch. I called the sears outlet and was told no manage call back tomorrow. K. So I called the toll free they were helpful but the store was not picking up. The lovely part of this whole issue is my friend has my stove and I hers. For warranty and servicing both stoves will now have to be picked up and sent to the warehouse for re delivery. This was my first and only time buying a major appliance. You would think that someone would have had the good sense to match the serial number and not just rely on the pretty pictures. Thank god I did not buy a fridge from them. I am sure they will fix it till then microwave and toaster oven.

By: Andrew

Andrew — Thu, 01 Sep 2011 16:08:20 +0000

You got a call? Luxury service! They never bothered calling me. I called them after the delivery window expired and they said they were “running up to 2 hours late”. Four hours after the delivery window I gave up - I had things to do.

So here I am, a prisoner in my own home for another 7 hours. It will be interesting to see if they show up this time.

I will not buy from Sears again.

By: Ron Peta

Ron Peta — Mon, 22 Aug 2011 16:47:50 +0000

Sears parts service is terible there is no contact number to parts warehouses. They have sent me the wrong part and I am afraid the second part they are trying to send me from Edmonton is the wrong one again. But due to your complexshaw.ca parts management I am unable to contact any one to discuss my problem. It seems sears gives a lot of service to sell a product but they make it very difficult to obtain service if you have a problem.

By: GR from Winnipeg

GR from Winnipeg — Fri, 12 Aug 2011 03:30:34 +0000

Sears delivery is horrible !!! I would never ever order from Sears again. I wasted my whole day today , was expecting delivery btw 12-6 pm and never got it . When I called customer service they didn’t know what to say cos they couldn’t get hold of the driver . What a shame !!! They don’t know whats going on there and don’t know who is the drivers …. Tomorrow going to store to cancel my purchase !
Never again ,,,,

By: Just Saying

Just Saying — Mon, 24 Jan 2011 16:52:54 +0000

Sears delivery isn’t really Sears anymore - they laid off most of their delivery staff a while back, and contract delivery out to a third-party (they did the same thing with repair technicians).
The delivery company is a delivery “freelancer” - they deliver for many businesses, not just Sears - so missing one delivery is no big deal.

By: JP from Ottawa

JP from Ottawa — Mon, 24 Jan 2011 16:11:13 +0000

Worst Delivery Experience Ever. 4th attemp tomorrow!!
Will never buy large items from Sears ever again!!!!

By: TMM

TMM — Thu, 21 Oct 2010 02:33:53 +0000

$4500 in water damage from Sears fridge!

Our new high-end Electrolux fridge was delivered a month late, one of 4 appliances we ordered from Sears. Some surly, rude delivery men came to the house to deliver it. They had the nerve to tell us people who live in our city are too picky so they hate delivering here.

After we hooked up the water line to the fridge (since the delivery guys refused to) we watched it for an hour to ensure it was ok. All seemed fine so we went out for a couple of hours, returning home to find the fridge spraying water all over the place. This resulted in $4500 in water damage to our newly renovated home. You can imagine how heartbreaking it was to have to pay to have work re-done that had only just been finished - new drywall, new paint, new carpet, etc.

That was almost 3 months ago. The repair tech has been to our home 4 times with no success. He seems quite nice but does not seem to ever have the correct part to fix the fridge. Last contact was a call from Sears saying they had sent an urgent e-mail to Electroluc and would be back to us in 2 days….that was 10 days ago. In addition, the fridge cannot hold a constant temperature and so it’s always resetting itself to -3C. So we’ve thrown a lot of food over the last couple of weeks….but we’ve grown quite fond of frozen yogurt in that time - lol!

On the advice of the Customer Service Rep I spoke to, I sent an e-mail with pictures of the damage and re-construction, the invoice from the contractor who fixed the damage and a full explanation. We received an e-mail from a ‘Supervisor’ in Customer Service, saying they are investigating. I’ve been caling her every few days since that e-mail but no answer.

After reading all the stories I doubt we’ll ever hear from them again. I’m going to send a hard copy of all of this to Dene Rogers but am not holding my breath. It’s a real shame since we’ve been shopping at Sears for over 30 years. However I suspect this is the end of our loyalty unless they can come through with a satisfactory solution in the next couple of weeks.

By: BabyOnTheWay

BabyOnTheWay — Mon, 27 Sep 2010 22:51:01 +0000

I think we all should send complaint letters to sears corporate headquarters in Toronto. Address them to the CEO Dene Rogers so that he is made aware of what is going on. The address is on their website. Also we should contact our local media department that does segments on consumer concerns so that they can air a story about the bad service experience with Sears. I’m sending my letter tomorrow and also considering contacting my local television station, unless they bribe them by purchasing advertising time I think they might do a story.