Sears Complaint - Appliance Purchase
My husband and I went to our local Sears Outlet store to buy appliances for our new home. We selected a dishwasher, a refrigerator, and a gas range. We requested delivery of all the appliances on October 7, 2011 and paid for an installation for the dishwasher since we had never hooked one up before. Several days later, my father told me that he would come down and install the dishwasher for us as well as do some other work on the home--he would be here one week before the original delivery date. I went into the Sears Outlet and told an employee that I needed to change my delivery date and cancel an install on something I had purchased. She immediately told me to call a 1-800 number and sent me on my way without helping me in any way. I called the number and was told that the installation had been successfully cancelled but that the delivery date needed to be changed by talking to someone at the actual store where I bought the machine. I called the store and spoke to the person who had helped us make the purchase. He kept me on the line while he made the adjustment. Everything seemed fine enough. On October 1 (the new delivery date for the dishwasher) we did not receive our delivery. My husband got an automated call from Sears stating that there was a delay with our order. After speaking to 2 different reps at the 1-800 number and getting excuses and no information, he called the store. An employee said she would "look into it" and call us in 30 minutes. Hours later, we called the store and found out that she had gone home for the day!! Someone else confirmed that our dishwasher was not showing up that day, so we rescheduled it for October 7 with our refrigerator and range. (Luckily we had since figured out how to install it ourselves!) My husband got ANOTHER automated call on October 6 stating that there was a delay with our order--again!! The store confirmed that the dishwasher would not be arriving on the 7th with our other machines. We were angry, but were assured that it would be coming on October 8 instead. Today is October 7, and after waiting until 3PM for our fridge and range my husband called the store. Guess what? Those aren't coming today either!!!!! Nobody thought to call us and let us know. My husband was told that "the warehouse decided to send everything together on October 8." So the Sears warehouse gets to decide when I need to receive my appliances, despite our instructions?!? Our movers are coming tomorrow with our furniture, and we will now have appliances under foot as well. We are furious and will not be buying from Sears again. We will actually be shocked if we receive anything tomorrow as promised. If we do not, we will cancel the entire order and demand our money back. And to top it off, I still haven't been refunded the installation charge on the dishwasher!