Sears Complaint - Failed to order installation I requested repeatedly
Earlier this year, we purchased a dishwasher from Sears for two reasons:
● Many of their appliances are Consumer Reports Best Buys.
● Their RAD (responsible appliance disposal) commercials generated trust that the old appliance would be recycled.
I especially enjoyed the ad where two teenage boys accuse the Sears delivery person of dumping the old refrigerator he’s replacing. When the man explains the RAD program, the expression of the boy on the left, with one raised eyebrow, is priceless. Unfortunately, we learned first-hand that the truth is far different from the promotion.
When I called to order the dishwasher, I explained to the agent several times that the RAD program was a big reason we chose a Sears appliance. Since I always take time to make sure of all the details, I assumed everything was set the way I wanted it. But when two men delivered the dishwasher a week later, they informed me no arrangement had been made--or even requested--for installation of the appliance.
Minutes later, I was on the phone chewing out everyone, from the first agent who answered all the way up to the supervisor I demanded to talk to. I finally learned Sears no longer installs dishwashers--I don’t know about other appliances, but I’m not about to test them again--so their RAD program doesn’t apply in such cases.
Instead, they depend on another company to do the job, but they don’t volunteer that detail when they sell the appliance. I had to call the other company and set up a date three weeks later to get my new dishwasher installed. You can be certain I made sure they recycle the old dishwasher. Otherwise, I’d have looked elsewhere for the service.
Because I was so adamant and had all the names, dates, and call details carefully recorded, the supervisor did refund our delivery charge, but it barely makes up for the fact that we had to wait a full month until we were actually able to use our new machine. When I shared my experience with my sister, she regaled me with an equally vexing problem she had when ordering a trash compactor from Sears. Our negative experiences apparently aren’t isolated events. Suffice to say, the company has lost a couple of customers from way, wa-a-ay back.
Meanwhile, I have not seen another Sears ad touting their RAD program. I wonder if complaints like mine are the reason the campaign ended. I’m happy they’re no longer claiming something that isn’t true, but do miss that kid with the raised eyebrow.