Sears - Customer Service Fail
Appliances - Gas Range
SALEM, NEW HAMPSHIRE -- We purchased a gas range from Sears over the phone and set up a date for delivery based on when we could get the gas company to connect it. The associate who took the order was supposed to email a receipt - never got it. The stove was delivered the day before it was to be connected - the connection kit was missing even though the delivery team insisted it was there - I finally proved that it was missing. They left without fully unpacking or inspecting the stove. Then I noticed that the stove plug was smashed so it couldn't be plugged in. I made several calls, but after being disconnected twice, I finally got a manager's name to call the next day.
The next morning a new delivery person came to bring the missing part. He looked at the stove and called the installation dept and ordered a replacement to be delivered the next morning so I could have it hooked up. No email or call about the delivery time happened, so I again went thru several people to find that they didn't have the stove in stock and couldn't have one until a week later. At that point I ordered it from Home Depot and got a refund after talking with 8 people and having to tell each one the same story even though each time I was transferred the person assured me that the next person would already know what we had discussed!!!
The story doesn't end there. I also ordered a hood recirculating fan - but it wasn't delivered even though I had confirmed delivery on it the week prior. After being forwarded a number of times, I got an "appliance advocate" who "would solve my problem". His solution was to give me the name and number of a company Sears sub-contracted to install the hood. After several calls to them, I got the hood.
After talking with 25 Sears people during this process, I will never buy from Sears again.