I had heard from my relatives and friends that they have received great service from your stores, which is one of the main reasons I shopped at your store at 1380 Castlefield Road. But to my surprise, on the date of April 27th 2013, I was at the receiving end of some very poor service.
On the said date, I waited with excitement to have my new fridge and stove delivered to my home. We had made arrangements and paid for our old appliances to be removed. My husband had also provided the measurements of our front door to the customer service delivery department. They had confirmed that there would be no problems to deliver of our new appliances.
On Saturday morning at 9:00 a.m. your delivery truck pulls up at our door and brings in the stove and takes out the old one. Then they proceed to tell us that they can’t bring in the fridge as it would need to have the fridge doors removed. I asked them to proceed and they said that they did not know how to remove the fridge doors. They said they would leave it in the garage and someone else would need to come at a later date next week to bring it into the house. I was horrified, shocked and surprised. They called the office to report what they were doing. They had me talk to lady at your customer service who talked to me rudely. She insisted that I had to pay $150.00 extra to have someone else come to my house at a later date to remove the fridge doors. This was infuriating. I spoke to my salesman Brian Van Giezen who said that these things happen he would pull some strings to try and get someone to come the same day.
Then finally two guy pull up in a red van to my house around 2:00pm.. The guys approached me without any identification in my front garden to say they are the fridge guys. I tell them the new fridge is in the garage and the old one needs to be removed first. They say that they don’t have instructions to remove the old fridge and first the need to be paid upfront the $150.00. I tell them that I am discussing this charge with the office. They will not do anything until they are paid. I get angry and they call their boss Shane. They both stand around for about an hour until their boss comes on-site. Shane arrives and asks me for the money and says that they don’t know anything about taking the old fridge. They only have a van. I call Brian the sales man and he calls the customer service manager. Customer Service manager speaks Shan and then speaks to me. I tell him all the craziness that has gone on for this delivery and that I would be sending a complaint letter to the General Manager of the company. That is when they agreed to remove the old fridge and left it on my drive way curb instead of taking it away. They brought in the new fridge and reinstalled the doors. Around 4:00pm. Saturday evening is when I finally have everything in place.
I am appalled at such behavior of the whole situation. It should not take an entire day of frustrating a customer to have their new expensive appliances delivered with additional charges for something that is not the customer’s fault. I request that I be re-imbursed by the $150.00 of the fridge doors removal and the $40.00 paid to remove my old appliances. This is the least that I should get for all the frustration and poor service, I always bought my appliances in the past with Sears and have never received this kind of run around and poor service. I have a good mind to take my business elsewhere in future and inform all my relatives and friends of this poor service.
- Approximate cost of services:
- $150.00