Sears Complaint - What a Nightmare! - Kenmore Washer and Dryer
ONLINE, OHIO -- I will never, ever, ever order any major appliances from Sears.com ever again. I ordered a washer and dryer because the price was right. Unfortunately once I placed the order, the nightmare began. First of all, they never had my phone number correct in their system. It may have been a typo on my part since I ordered it online, however after I called them 20 times and they couldn't look up my information by my phone number because it was incorrect, you think they would have corrected the issue, but no, every single time I called customer service they had to ask me for further information because they could not locate me in the system. I asked them multiple times to correct it, but they never did. They were supposed to have the delivery center contact me the night before delivery to schedule a time...however, that never happened due to my incorrect phone number on file. The first day they were scheduled to deliver, no one even showed up. I was livid. Trying to get help over the phone was a whole nother story; Very heavy, thick accents, extremely difficult to understand what they were saying.
After the delivery was a no show the first day, I had to contact customer service to try to reschedule it for the next day. I asked them to correct my phone number, as again they reassured me someone would be contacting me that evening to schedule a delivery time frame for the next day. Never got a call. I waited all day long for the delivery to show. I kept calling to check and see what was going on as my estimated delivery time was bumped back hour after hour. They would say the delivery truck was on stop 8 and I was stop 9. However after a few hours I knew this not to be true. I called again and was informed that the driver was running behind schedule and was on his way. I hung up and then was contacted by phone saying the driver would be arriving in a half hour. He never showed up! I called customer service again and the representative told me he was on stop number 8! After they told me they were already on their way to my house. For some reason I was also disconnected multiple times after being put on hold and this didn't happen just once, this happened multiple times that I called.
Come to find out the delivery truck "broke down". No one bothered to call me at all. At 9:00pm at night, a representative informed me that the truck broke down and that I had to reschedule my delivery AGAIN! I set it up for 2 days and yet again they informed me that someone would be contacting me to set up a delivery time frame. I asked them to please please please change my phone number on file because I hadn't been receiving any calls. What do you know? No one called. I had to end up calling them again to make sure I was scheduled for a delivery and to find out the time frame. The delivery person FINALLY showed 10 minutes early. He was very abrupt and not very friendly. He informed me that I would have to be connecting the washer and dryer myself as he was not scheduled to do so.
All in all terrible, worthless service. I did manage to get (2) $50.00 Sears gift cards out of them for all my troubles which I will be using IN STORE. I will NEVER order from them again.