oatmeal doomcookie (geminigirl) wrote in bad_service,
oatmeal doomcookie
geminigirl
bad_service

I never thought I'd have a story I thought worth telling here.

My husband and I were in Sears a few weeks ago, returning something for my Mom. While making our way to the appropriate department, he found a lingere chest that he thought I might like, and that happened to be on sale. We were on vacation many miles away from home at the time, and so I said that I'd think about it and we'd purchase it when we got back if I decided that I wanted it.

We return from vacation and I decide that in fact I do want it, and so he heads to the store to buy it. Unfortunately, it doesn't fit in his car, so he decides to return the following day in my car which is a bit larger, in hopes that it will fit. Still no luck, though, and so he arranges for the item to be delivered. They tell him the item will be delivered on Monday, and he passes the information along to me, and lets me know that they'll call either his office or the house before they deliver it. It's nearly 4 in the afternoon and I've heard nothing about the delivery arrangements, so I call the 800 number provided on the reciept. The very pleasant woman on the other end of the phone tells me to call the store, and provides the number.

I call the store, and I'm misdirected several times to departments where they have no idea what I'm talking about, or to extentions where the phone rings and rings and bounces me back into the voice prompt system and so on. This goes on for about 20 minutes, when I finally get the the appropriate department. The man I speak to tells me it was supposed to be delivered the on the eighth. This doesn't make sense because the eighth is a Sunday when there are no delivereies, and it was yesterday. I point this out, and get an answer of "maybe tomorrow, maybe Wednesday, I don't know." I ask how I'm supposed to know when the item is coming and get an answer along the lines of "I don't know when it will come, Tuesday or Wednesday or something." I'm certainly frustrated at this point, between no one knowing how to direct my call, no one able to tell me anything about my delivery and several calls to the store that ended up directed to no where, and so, I ask to speak with a store manager. The man on the phone doesn't seem to know how to direct my call, sets the phone down, speaks with a colleague, to whom he says "the bitch on the phone wants a manager" along with asking his colleague how to get me to a manager. I'm in shock, the colleague picks up the phone, explains that they don't know how to direct the call, I thank them, and say that I'll call back and speak to the operator.

One would hope the bad service ends there, but it doesn't exactly. I spend another 20 minutes trying to get in touch with a store manager, again being misdirected, and directed to numbers that ring and go nowhere until they bounce me back to the voice prompts. I finally hang up, give up for a while, call my husband who asks if I want him to go over to the store (he's much closer to there than I am at the moment) and I explain that I'll see if I can resolve it over the phone first. I finally get a store manager on the phone who inturrupts each stage of my story with an answer for everything, until I finally get to the last part. She's shocked, and I'm waiting for a call back from her.

When I'm calmed down, I expect that I'll send a letter on to the corporate offices. Right now, I'm seething a bit too much to write a coherent, firm, and polite letter.
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