Charleneshelinsky@verizon.net sent a message to Edward Lampert - Chairman and CEO of Sears Holdings - Email Address that said:
I am a customer of Sears. My husband is fighting Grade IV brain cancer. Companies not taking accountability for their errors is just not acceptable.
Today I was to have a delivery of a Freezerless refrigerator. Dishwasher and a Freezer. I received a automated confirmation of my delivery yesterday and a text today confirming delivery at about 9:46 am. At 8:45 am today I received a call that my Refrigerator was not available to deliver. 1 hour before delivery is beyond belief . Here is the issue. We had our refrigerator parts dismantled and put in a dumpster at 7:30 am and put our food on ice in our sink pending delivery.
My husband is fighting Grade IV brain cancer. We do not have the option to not have a place for his food. He is beating brain cancer by eating organic, non GMO foods, no preservatives and nothing processed. I understand the average person educated or not has no idea what this means. I happen to know the importance of this because my husband is a live today in part, for his change in how he eats, so I take this lack of customer service personal. I dealt with 4 customer service representatives that said they have no resolution. We have to wait 24 to 72 hours for a call? How is this possible that a company making millions of dollars a year thinks nothing of their own mishap. Things happen in life and we adjust. I get that. There are options and resolutions. Telling us they have no substitute refrigerator due to your companies in ability to communicate with us in a timely manner is poor business and taking no accountability at all. If any change in my delivery occurred I should have been notified at least 24 hours in advance just as you would want that notice should I not be able to be here for the delivery.. I then could have requested a hold until all was in and would not have dismantled my current refrigerator. Your customer service states they only correspond via email to warehouse. They cannot pick up a phone to have the warehouse call the manufacturer to get more a more specific time it will arrive. Manufacturers have dispatch. They can reach out to their drivers on deliveries. If none of this is possible then a call to me last night should have been placed to reschedule my delivery. Noone with or without medical issues should deal with this. This is by no means any form of Good Customer Service.
Charlene Shelinsky
