Sears update: technician cancelled appointment, no one called

So, I called Sears at 4:30 to see when the repair person was coming. The customer support person said. "He is running late so he canceled your appointment." I asked, calmly enough, "How would I have found that out if I did not call you?" he responded, "Uhhh...I don't know."

I asked for management and explained how poor this experience has been. She said we were scheduled for tomorrow, but she could not tell me what time we were schedule for until after 6:00 this evening. She promised to call.