Sears Roebuck and

I rarely leave feedback. I am one of those shoppers, if I’m unhappy, I take my business elsewhere. But my experience with buying a patio set from Sears has me so upset, I had to say something.
Positive note.
The set looks wonderful on my back porch.
It was easy to order online.
The free shipping and delivery were nice.
Everything from that point sucked.
It was delivered late on March 22^nd.
We unpacked it the next day. Between removing the packing material and putting the table together, it took us 3 hours. If the furniture had been in perfect shape, well worth our time.
Sadly, every chair, and even the table, had at least one medium-​size scratch. And one chair leg was too short.
I called the 800 # on the receipt and was promptly answered by someone not in the US. Ok, fine, if they can help me.
She was apologetic when I explained (three times — because she couldn’t quite understand the problem) that we would like some touch up paint and we need the chair to be replaced.
She put us on hold and finally came back to say that the online shipping division would have to call me back. They would call within 24 hours.
That means I will be at work when they call, since this is Sunday. I ask her to update my contact phone numbers. Somehow we are disconnected, but I was pretty sure she updated them.
Monday goes by, no call.
Tuesday goes by, no call.
Wednesday goes by, no call. Maybe she didn’t update them?
By Thursday, I call them back.
After I have to explain the whole thing again, (don’t they keep records??) I am told the first rep was wrong, it can take 72 hours. Whereas I point out that it’s past 72 hours, so now what?
Now I am back on hold.
The rep comes back and she can order me a new set of furniture and I can hear her typing like crazy in the background.
Wait! I don’t want a new set, just a new chair! And maybe some touch-​up paint? (I’m wondering how much it costs to buy the paint).
She puts me on hold again.
When she comes back, I ask for a supervisor. More abject apologizing and then, let me understand what you are asking — You are asking to speak to a supervisor?
Really? Didn’t I just say that? Yes, I would like to speak to a supervisor.
Very well, the wait may be long, and then put on hold.
She wasn’t kidding.
I finally hang up. I have work to do to make money so I can spend it for things like this.
I wait for the weekend to call them back as I just don’t have this much free time at work.
I call back and start the conversation with… just let me speak with a supervisor.
Can I have the chance to help you? Sure you have the chance, but I don’t think you can at this point. Still she insists that I explain it all. (again no records???) By the time I’m done, she tells me that she will transfer me to a supervisor.
I am put on hold.
The supervisor finally answers and seems to grasp the problem. She looks up my order number and says, but you canceled a replacement order.
Yes, yes I did. I ONLY WANT A CHAIR. (forget about the paint, I’ll buy it)
She puts me on hold to call the shipping department and conferences him in.
They both tell me there is no way to order just a chair or the black paint.
What?
No, they must order a whole new set and send drivers out, on their own dime again, to deliver it.
So, I ask, will they stay this time to make sure that the chair is in good shape?
Well, yes, but I must swap out everything. And I must disassemble the table and put it back in the box.
What??!
There is nothing wrong with the table! (well, nothing a little black paint won’t fix). It took us 3 hours to set it all up the first time. I don’t want to disassemble it and reassemble it!
They tell me that if I want a new chair, I have to get a whole new set.
Well, I ask, what if the next one is damaged? How many times are you willing to ship me a new set? And, the boxes are gone, I add. Torn up and put in recycling.
We can’t ship just one item. Ever. The sets must stay together. (they dodge answering my first question) The drivers will wait while you take everything out and put them back in the boxes. And no, they can’t help you.
Are you kidding me??!
The only thing that saved them was my husband in the background mouthing the words, just have them ship it out.
So I agree to another set and we schedule the date. I still hadn’t heard anything about the touch-​up paint, but I guess not, since they are swapping it all out with a perfect set!
Yeah. Right.
I get off the phone and ask my husband if he’s really going to do all that work. Heck, no. He’s betting the drivers have more sense.
He was right.
We just received our new, non-​wobbly chair today, and nothing else had to be disassembled or reassembled.
The drivers have more sense and customer service skills, than the customer service reps. I still don’t have my black paint.
Buyer beware — Sears has lost their mind.
I have 5 household appliances that are getting old and need to be replaced soon.
What do you think the odds are that Sears will be involved?