1306 Thelma Keller Avenue, Effingham IL 62401
“I tell you what, this store and it's owner are great! In October I ordered a GE upright freezer from Sears online. The expected delivery date was in November, and I knew it would be delayed due to COVID so I expected it around December. I recieved several notifications via email that it was delayed, delayed, and delayed again until December 10th when I recieved another notification that my delivery status had changed. I looked online and noticed that the status had changed to "delivered" on December 16th. This was on December 10th so I was concerned. At this point I had already spent hours on the phone with the delivery team between November and December 10th, but because the status had changed to delivered on a future date, I figured I should call again to see what the status actually was since I had obviously not recieved my freezer. The first call was a waste of time. I was told they would have to look into it with the warehouse, and that they would call me back in a few hours. They never did so a week later I called again. This time they told me that it had shipped and was delivered to a store, but could not tell me what store. Again I was told they would reach out to me via email this time within 24-48 hours. They never did. I chated with their online support to no avail, sent several emails receiving the same answer that I would have to contact the do nothing delivery team. After a dozen calls, several emails, blowing up their FB page, I was finally told that my freezer was delivered to this store in Effingham. I drove the 45 minutes to the store resolved to not leave without either my freezer or some answers.When I got to the store I was pretty frustrated and I'm sure that despite my best efforts, some of that anger and frustration leaked out towards the staff. I told them I was there to pick up my GE Freezer. They informed me that they did not have any GE freezers, and hadn't for at least six months. I told them to double check and to call whomever they needed since the delivery team told me it had been delivered to that location. The owner took me to the back and showed me that he had no record of my order, and the only thing he could see was that I had indeed purchased one. I called the delivery team back and informed them that I was at the store and it was not there. That's when the delivery team told me that it hadn't shipped at all, and in fact it would not ship January 15th! I told them I wanted a refund, but they said I would have to work that through the store because their system was not updated? I purchased this online, the store had nothing to do with it so I said that wouldn't work and I wanted a refund now. They said again that I would have to call back in 24-48 hours, a running theme for the online "customer support".This is where the owner stepped up to the plate and made right the mistakes of so many online "customer support" representatives. Despite not having the freezer he returned the item for me, and sold me a different freezer that he had just received. When he recieves my GE freezer, it will just be added to his inventory. He is also going to work with Sears to ensure my delivery fee is also refunded since all he could do for me was return the item. He essentially took up the battle I had been fighting for almost two months. He was completely understanding of my situation, extremely professional and polite.The lesson I learned is if you want something from Sears, go to the store and let them order it for you. They will be able to track the order, and you don't have to deal with the horrible customer service for online purchases. It will also support a local business. This owner ended my nightmare and just in time since I have a whole hog ready for pickup at the butcher. He did all of this despite the attitude that I likely walked in with and even though they had nothing to do with the situation that I was in with the online order. I usually shop at Home Depot and Lowe's, but even though this is a further drive for me I”
100 E Evergreen Ave #3101, Effingham IL 62401
201 Walk Avenue, Effingham IL 62401
“Last week an associate named Ian was so attentive and helpful to be sure I found the dog food I was looking for in the midst of a remodel of that area. I appreciated the time he spent searching three different areas and his positive attitude that he'd find it. And he did! 😁”
1100 Ave of Mid-America, Effingham IL 62401
“We at Swanky's Heating and Air had a bunch of individual parts to return. Barb, at return and exchange made our experience convenient and enjoyable. She is one of those employees that keep the customer coming back. Thanks for the care and appreciation you have for your customers. We definitely appreciate you! Have a great day!!!”
Lowe's is giving its loyalty program a makeover to better serve small and mid-sized professional contractors. The home improvement retailer has changed its MVPs Pro Rewards & Partnership Program into the new MyLowe's Pro Rewards. The updated program aims to make life easier for professionals while offering more benefits from their first purchase.
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