For posterity's sake.. my conversation with Sears

So, the following is the original copy of the email that I wrote to Sears after a lot of drama and agony... (#1 reason Charleston sucks )

I wanted to express my utter disgust, disappointment and frustration with your service. I ordered a Sealy mattress and foundation on the 29th of March. I was promised delivery on the 8th of April. I got two phone calls on the 8th informing me that the mattress and foundation would be delivered late, and then a third informing me that the foundation would not be delivered until the 22nd of April. The mattress did not arrive, nor any phone call to inform me of its lack of arrival. Apparently, Sears doesn't care about the value of my time!!

I called you on the 11th of April to ask regarding the mattress and informed the lady who offered to reschedule it for the 12th that I won't be home until the evening. Nevertheless, you scheduled the delivery of the said mattress at 9am in the morning! (Apparently I don't need to work to pay for that mattress.)

Following this fiasco, I spoke to yet another representative regarding rescheduling my delivey, and they offered to send it on the 14th of April. However, on the 13th I received another phonecall informing me that the mattress delivery had been delayed to the 15th. On the 14th I received a phone call informing me that the mattress was actually going to be delivered on the 22nd, along with the foundation.

Somewhere along the lines, your representatives were kind enough to refund my delivery charges, probably to make amends for your dismal performance in that department.

When the mattress and foundation arrived on the 22nd, a full 45 minutes late, both the mattress and foundation were damaged. Would you like to sleep on something that has unidentifiable gunk on it??? However, I had spent 22+ days sleeping on the floor, so I accepted the mattress delivery, in hopes that you will be able to provide monetary compensation that may attempt to make up for all the stress and angst caused by your incompetent organization.

I spoke to your people on that day, while the delivery people were here. I was promised a call back on that same day. No phone call!! I had to call your people on the 26th to hear about what was going on. I have received no genuine apology for this ordeal and the people I spoke to had no concept of customer service.

I had heard good things about your company from my friends and family. However, I am completely appalled and shocked at the treatment that I have faced!! My move to Charleston has been completely miserable thanks to the incessant phone calls with your representatives which only disappointed me each time. Your company is a disgrace to corporate America.


I chose to drop the last sentence in my final submission of this email, thought it was too harsh. However, when I had trouble submitting my damn complaint on their crappy complaint page, I tacked on a last sentence about their shitty website being the icing on the cake of their incompetence. :-P I felt better at the end of the exercise, it was worth it!