Sears Complaint - Sears is no longer a name to trust
Three weeks ago we purchased a nice Samsung fridge at the Sears Outlet. We carefully described our space limitations (there is a wall on one side that extends out very far) and the model was said to be okay. Delivery was fine but fridge not pushed in before the delivery guys left. Once we pushed it in, we found that the fridge was too large for the space as the door hinge opened wider than the cabinet (unlike our flush mount fridge that used to be in the space). We originally scheduled to return the item and then canceled as my husband hoped he might be able to do something to the wall to allow the unit to fit. After consulting with a contractor, we decided that it was not possible and needed to purchase a replacement unit.
We found a smaller unit at our local Sears store. Customer service was fine and we scheduled an exchange for the following week.
The delivery men were early, which was great, but they were horrendous. Instead of removing the doors, they forced the fridge through doorways and got it stuck in the kitchen. They then removed the doors and got it placed properly after scratching my walls and tile floors. They reattached everything and left, after telling me they broke a flower pot (that they didn't clean up).
After they left, I went to get the fridge ready and noticed a lot of damage. There were scratches on both sides of the cabinet, the right door was damaged, and the front door handle had been chipped. Even this I could live with. Two hours later I heard an incredible grinding noise and then the fridge began running very hard with a loud whining and grinding sound. I called for service, was dismissed by the man I talked with who said the sound was "totally normal," and told if I didn't like it to return the item. I contacted my saleswoman who also said to return the item if it was too loud.
So, I contacted delivery, told them to return and take the fridge as it was damaged or defective and that I would not be purchasing another product from Sears. The folks who scheduled the pick-up were very apologetic. I then called the customer care folks and complained. They apologized as well.
However, NO ONE said hey, let's replace the item with something that works. This would have been my first thought if I was working customer service.
The delivery guy arrived on time the following day. He was surprised that they didn't offer an immediate replacement.
When my husband looked the machine over and had plugged it in again to see if he could replicate the noise - he could - he said it looked like the area near the compressor was damaged. He was simply amazed at how Sears handled this and he was angry that a) the repair people dismissed my concern - he believed they would have been more responsive if he had called and he thought this was unacceptable; and b) that no one at Sears at any level offered to replace the fridge.
Needless to say, we're never buying at Sears again. We've purchased many items over the years from them but haven't for a few years and I can say that things have changed a great deal and NOT for the better! We are using a small local appliance company for our fridge replacement and we're willing to go a week without a fridge to do so.
I am now hoping that our credit cards are properly credited following this fiasco. If not, I'll write a separate complaint. If I held stock in this company I would sell it. Sears will not be in business long if it does not improve its service. There are too many competitors today.
I'm very disappointed and cannot recommend Sears for appliances.