Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Service at the Carrollton TX outlet store


To Whom It May Concern:


On September 15, 2009 my brother Erik Olivas and I Marlene Garcia arrived at your outlet store to purchase a pool table my brother had been admiring. He just purchased a house and so did I and we need to furnish it. While walking through your store we also purchased a refrigerator, an elliptical machine, a 52 in flat screen and the pool table on credit and small appliance in cash. I paid for insurance on the television and a delivery fee of $65.00. We were told in the store that we could purchase up to 5 things on the same delivery fee. The sales men that helped us out and the manager were great. We got there at about 7 and left at about 10 and they were all very nice.

On September 17, 2009 we received a call from Javier at 972-418-2445 (4:08 pm) telling us the pool table was too big and that it did not fit in the delivery truck so in return they would not deliver it we would have to pick it up he stated he was told this by the Sears Logistic Service (delivery service). We did not understand why a store that sold big appliances could not deliver it, this is the first time I had ever heard of this. I called your service number 1888 469 4663, they attempted to help, the first call found out that through the delivery service they could only take the table disassembled we explained that in one of the calls we asked them if they would do that and that we were told that they did not do that, after trying to call the outlet store he put me on hold and the call was disconnected the second call I explained everything to Ms. Rose she attempted to call but kept being put on hold finally she told me they said they would call me in 15 minutes because they were too busy. At that point at 7:04pm I called and asked Javier to cancel the whole order of 3552.42 he offered to just cancel the pool table I replied the pool table was the main reason we were there he said ok.

The whole delivery ordeal was frustrating and I felt that service is good only when they are trying to sell it to you.


Respectfully,

Marlene Garcia Erik Olivas