Sherman's — Local services in Normal

My extended family and myself are frequent customers at Sherman's. In the past, everything has always worked out wonderfully for us with Sherman's, and I should say I was a very happy customer and someone who would often recommend Sherman's.

I had a 9AM delivery scheduled for today, but did not get any notice from the delivery service which was supposed to happen either the night before or early morning ahead of the delivery itself.

It got to 9:15AM and I had to call Sherman's to ask why I hadn't heard back from them. Nathan who took our order told me to contact him if there was any delay in the morning the previous day when he sold us the range stove that was to be delivered.

Nathan told me he'd get me an answer... 1 hour and 15 minutes go by. Nothing... I had to text again telling him I needed a window of when the actual delivery would take place since it had now been close to 2 hours after scheduled time.

He wrote back he was still trying to find out. I told him I really needed to know what was going on as this was now adversely impacting my work schedule and that it shouldn't take over an hour to tell me what is going on with my order and that it probably meant there was an issue that they were not being forthcoming with me about.

A little more time passes, then he writes back saying some orders didn't go out this morning and he doesn't know why and that someone from their delivery team would contact me about later delivery today or that he could reschedule and that he was sorry for wasting my time. Isn't helpful to us at all other than saying this and just wanted to pass the buck to the delivery center.

The above is not an ok answer to give a customer. I was surprised he did so little to help us out or to rectify the issue. It took me telling the delivery team that if they didn't do something to rectify the matter that I would cancel the order and get a refund as a matter of principle (I would rather pay another business the same money and schedule with them vs allowing a business to fail to keep their end of a deal without offering to rectify what was clearly a problem with their service). Clearly, they knew the issue was larger than they told me. I do not feel it has dealt with in a forthcoming manner and on top of that, it wasn't handled with much care for the customer and that was LOUDLY the message I got from the salesmen yesterday.

It was only when I stated that I wanted to cancel the order that they offered to waive the delivery fee. I accepted that, but there are some issues here...

If this was a freak occurrence as I was told by the delivery people and 53 deliveries were impacted, why didn't they have a better communication or crisis plan in place for this?

Why was the communication with the customer so poor?

Why wasn't more done to rectify the matter without me inquiring about cancelling it all together. I shouldn't have to reach the point where I feel that frustrated before some kind of make good was offered.

^^^This is something Sherman's needs to work on. If this is a rare freak occurrence, okay... I get that mistakes happen. It's not always about the mistake itself, it's how mistakes and problems are handled. As well, it's about having processes in place when things like this happen and I hope this something they take to heart. I've had nothing but great experiences with Sherman's up to here. Not so this last time. DO BETTER SHERMAN's. DO. BETTER.

EDIT: Delivery team was honest and up front with me about my delivery. While I had wasted my entire day waiting to hear from them, they did call and tell me delivery for that day was not possible (which is not what I heard from the sales people at Sherman's who strung me along ALL DAY saying it would get there). As well, the delivery team could not confirm a time for me today and at least were honest with me on that. While that was also a horrible waste of 2 days, I did appreciate their honesty. Still salty with their salesperson.

Their in home delivery folks were outstanding and I don't want that to be lost in...

We’ve had an awful experience with Sherman’s with the purchase of a refrigerator. We purchased with them for the promise of next day delivery (and cancelled an order with another company at their assurance). The salesperson made an error and delivery got moved to the next day (which we understood and gave some grace for). They attempted to deliver the following day after multiple time delays and the unit was severely damaged so we had to refuse the delivery. Then we waited two additional days for delivery. We did call and try to get expedited delivery, to no avail. Overall, their system is (they report) automated and impersonal (I feel) and even though the sales manger said he tried to advocate for faster service and priority delivery, he couldn’t make anything happen differently because if how the “system” works. He also cited an inability to communicate with the delivery leg if the business. The sales manager mentioned that Sherman’s is using a new delivery queueing system, so hopefully they are in the process of working out the kinks but I do not recommend working with Sherman’s if you need that next day service. It was a dishonest to say they could deliver next day. They could offer us nothing but a waived delivery fee (and a $30 refund) for the amount of time we’ve wasted with them, which was essentially four work days. I suggested they compensate us for our extra time (and the fact that we wasted money on takeout due to the delay) with the food credit they give to existing service club members (we aren’t a part of that so I knew it was a stretch of a suggestion), but they haven’t come through on that. Ultimately, we have a refrigerator (and the delivery drivers were fast and professional) but proceed with extreme caution if you really need next day service or there are any problems along the way. They are not motivated to solve them. We had previous experiences with Sherman’s that were the utmost professional and we felt the customer service aspect of their business was their best feature, but this time around that was not our experience at all. We care about shopping with local companies, but we will not be using...

I am very disappointed in Sherman’s. I ordered a refrigerator on June 30. I was told I needed a shut off valve within 6 feet which I have. The refrigerator arrived just shy of three weeks, which made me very happy as my old refrigerator is on its last legs. I was scheduled for delivery on Saturday. The guys showed up when they were supposed to. One unloaded the new refrigerator while the other one started to unhook my old refrigerator. I was told he would not unhook the refrigerator because I did not have a shut off valve behind the refrigerator. I had paperwork to show that I only needed a shut off valve within 6 feet of the refrigerator and I have since looked online and your website says you only need a shut off valve within 6 feet. So they shoved my old refrigerator back in after spilling a gallon of water on my wood floor and left the new one in my garage. I had a plumber come out on Sunday to put in a shut off valve behind the refrigerator. That shut off valve is really handy if I ever have to shut off the water because the refrigerator is leaking. There is no way I could pull out that refrigerator to shut off the water. When I called to schedule an appointment to have them finish the installation, I could not get an appointment until Thursday. That’s four more days. I could not take delivery on Tuesday as I was going to be out of town. I had an appointment on Wednesday morning that I have been waiting six weeks for so I could not cancel it. They would not allow me to schedule an afternoon appt. Very poor customer service. You have had my money since June 30 and this is the way I get treated. Educate your sales people and change your website to the proper information. I would not recommend purchasing...