| rev:text
| - Purchased pool table online at store. Two options were offered, before customer service removed one, yesterday after I showed them: 1)package delivery unopened boxes for free, 2) package delivery and installation for $69.99. We paid the extra $69.99 for set up because we are senior citizens and pool tables are heavy. When the pool table boxes were delivered, the delivery men refused to set the table up and honor the installation.
When I called the store delivery department, they shoved me off to online services. When I called online customer service the insanity and lies began. I was told, "installation only applies to appliances". Then, "Installation only applies to items over $399.00" (I paid $329.00 for the table and bought an above ground pool at the same time for the same price). Then, "Installation is only done if you pay extra for a professional installer for pool tables." (Fortunately, I took a screen shot before they changed their policy and saved it). Because their site said this, until they changed it right after my call:
(quote)
With installation, Sears not only delivers, we can also set up your new purchase and make sure it works. We'll even take away the delivery boxes.
What to expect with installation?
What This Service Includes
Dedicated to providing service that goes beyond the sale, we'll handle delivery, setup, and testing of your new purchase. When installation is complete, we'll even haul away the delivery boxes.
POOL TABLES & ACCESSORIES
* Carefully unpack all parts included with the pool table
* Make sure all parts have been included and check for any damage or defects
* Assemble your pool table where you want it, following the manufacturer instructions for assembly
* Test your pool table and make sure it's working properly
* Give you a demonstration on how to use the game table
* Clean up the work place and dispose of any job-related debris and packaging materials
Would you like us to install this item?
Installation and Delivery Delivery and Basic Hook-up $69.99
Leave-in-Box Delivery No additional fee
(end quote)
No mention of "Professional Installers" to be paid additionally. Clearly refers to pool table set up, not appliances. And it even offered pricing that conflicted with any $399.00 quote for purchase for the exact pool table I ordered. I called the store again and tried to reach the manager. Good luck on having anyone pick up a phone call there. When they do, you are put aside and ignored if you ask for "Jeff" (who one person finally told me was the store manager and the person to ask for.) After speaking to Jeff, he couldn't guarantee me that Sears would honor our payment for setup and since he didn't get to work until 3:00 we had wasted an entire day, when the delivery was in the early morning. Jeff said we had to wait until Monday, because delivery doesn't work on Weekends. When we went to the store, he actually got irritated with me and shouted at me.
We chose to have some local young men help us put the pool table together, because we are senior citizens and it is too heavy. (Which was why we wanted set up when we purchased the item). I'm going to have them refund the $69.99 and never purchase another thing at that store again, even though we were offered a high credit line there. It's no wonder Sears is going out of business. If Jeff's disheveled and unprofessional appearance and his nasty demeanor is any indication of what store management is there and the store rips off customers this way, they deserve to lose their jobs.
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