Sears.com
Complaint 242436 Details

I purchased an order for a patio dining set on 5/18/13 via Sears.com. The promotion at that time was for assembly and haul away to be included in the fee and it is listed clearly on my receipt for that service.

On 5/20/13 at 6:45 am I was called by the delivery person that he would arrive between 10:45-12:45 but that he was NOT going to assemble or bring the item assembled.

I called the customer service line and was then connected to the installation number. My name and information was taken and I was told to call another number which was in fact an adult entertainment line. I dialed twice to be sure I didn't dial incorrectly. I called the customer service line again and was given a different number for installation. This time I was actually connected with someone from Sears. I was then connected with Rashid in the Home Delivery department. He was most helpful and while I was on the phone called the warehouse. I was informed that the dining table and chairs would be assembled at the warehouse and then would be delivered to me at a later time. He indicated that the warehouse was supposed to deliver at 11;20,but it would take longer since they were to assemble the product in the warehouse first.

At 12:30pm I was called and told that the set would be delivered in 20 minutes. It arrived with the chairs assembled but NOT the table. I called the home delivery line again and was told that all that could be done would be to pick up the item again, assemble and the warehouse, and then delivered again. I was then put in touch with the ONline Solutions department and was told that I would have to pay for pick up and re-delivery AGAIN if I wanted this free assembly service that was supposed to be included in my purchase price. They refused to tell me the general fee for assembly, stating that it was based on each individual Sears location--though I ordered online.

I was given a 5% rebate by Max at the Online solutions department, which is fine, but I want to bring to your attention that the level of service at such a large retailer is abhorrent. This promotion appears to be a scam so that additional delivery and assembly fees can be collected.

I put $92 in the monetary damages box b/c this is the amount refunded, but I am unable to get the assembly fee cost.

I am deeply disappointed in the service provided by Sears.

Thank you,

Dawn Vo-Jutabha