Worst Retail Experience Ever! Don't Shop at Sears!!
Large Appliances - Complaint
Resolution Update on 10/08/2013:
After posting this I went into the store one more time and was able to get a manager to force the credit. It is unfathomable that it took this long and so much of my time. At least I am finally off this crazy train.
LACEY, WASHINGTON -- After moving I purchased a Samsung washer /dryer set from Sears. After the delivery team left I ran my first load of laundry and it dumped water all over the floor. I asked the delivery team to come back and take a look and they said I would need to make an appointment with service. I got the impression that this had something to do with the fact that it was Friday and they were ready to call it a day. But I made the appt. the day of the appt they no showed and at the end of the appt window I got an automated phone call letting me know my 'delivery' appt was scheduled for the next Tuesday. I call the CS number to determine why it was rescheduled and why it was a delivery appt. The women I spoke to was rude and unhelpful but did assure me the the Tuesday appt was to fix my washer.
That Tuesday at the end of the delivery window the same guy from delivery that said there was nothing he could do showed up, looked at the washer for 30 seconds and said I needed to get service out to look at it. Glad I took half a day off work for that. At this point I decided that maybe I didn't want to do business with Sears after all and I called the store to set up a return. The women I spoke to was so nice and helpful though I thought I would give it another try. She arranged to have the broken washer picked up and a new washer delivered on Friday. So imagine my surprise when Friday morning comes and delivery shows up with a new dryer and no washer. I was done. I asked them to load everything up and return it. I was going to try a professional outfit.
After the return I never got any notice and had never received the Sears card I had opened to get the 15% discount so I called to check the status and learned that they had mailed the card and backup to the wrong address but I shouldn't worry because there had not been any fraudulent charges. Yikes! I closed the account anyway. They were then able to confirm that the washer and fittings had been returned but the dryer had not and I would need to contact the store. I contacted the store on several occasions and was told each time that they would either get back to me or that they would get it fixed right away but nothing ever happened. One time I even took additional time off work to show up in the store after I got 'disconnected' during a transfer. When I could not get them to do anything I went to the corporate level and got the same level of service. Each time I call they tell me they will research it and get back to me and then I hear nothing. I had at least my fifth phone call with them this morning and supposedly they will get back to me by noon today. I will believe it when I see it.
It has been over a month and so many wasted hours on the phone and they still have not issued my credit. I am at my wits end. Dealing with them is like wrestling with jello. They agree with me and tell me they understand my frustration and then nothing happens. Please do yourself a favor and shop anywhere but Sears!!!