I placed an order at Sears.com on Friday August 10th when our washing machine suddenly died. It was a pleasant enough experience, and on top of the cost of the machine, we signed up for home delivery and removal of our old unit for $80. Seemed a little steep considering how close our nearest Sears is, but we don't have any way to get it to our house and paid it gladly.

Delivery was set for Tuesday August 14th, again, reasonable enough. My first indication something had gone awry was when I got a call on my cell at work letting me know they had come by and no one was home. Odd, I thought, because there were two people and a hyperactive defensive dog home at the time. One of them was on the couch literally 2 feet from the door all morning.

It's possible our doorbell didn't ring, maybe the connection wasn't made or something, but a knock would have gotten someone's attention, guaranteed. Either way, I told the outsourced support agent (who was very kind in a completely scripted and robotic way) that there were people home and they should return and knock this time, and I would alert my wife and friend that they'd be back. She said that was good.

Hours later, my wife asks me (still at work), "Are they coming back today?" I assumed so, the support agent hadn't even alluded to that not being the case. So I called them again and was told our delivery had been rescheduled for Friday, 3 days later. I tried briefly, in vain, to explain that the reschedule was never communicated but it wasn't happening. I accepted the delay (wasn't really offered a choice in the matter).

My wife then called after deciding the way this was handled was not good service, and was told they don't deliver on Wednesdays, they're full up today and can't make it back, and responded to my wife's request for at least a partial discount on the $70 delivery fee with canned apologies and nothing useful.

All in all a terrible experience that isn't even fully over yet and will sharply influence my desire to do business with, or let my friends and family do business with, Sears again in the future.