Sears Complaint - Letter of complaint to Sears
MASSACHUSETTS -- Aylwin B. Lewis
CEO Sears, Roebuck and Co.
I am writing to express my extreme displeasure with the service I have received from Sears in the purchase and upkeep of the appliances for my new home.
When moving into a brand new home, we had quite a few appliances we needed to purchase. Without hesitation, we chose Sears as I had a good experience with purchasing a stove, my first appliance purchase, at my previous home. We needed to purchase a refrigerator, a washer, a dryer, a lawn mower, and other smaller household appliances.
When choosing a washer and dryer, we spent more money figuring we were going to get a higher quality product. Because of the nature of his work, my husband uses the machines very often so we figured the convenience and efficiency would be worth the extra money. We bought an energy efficient Kenmore washer and dryer. As it turns out, we had better luck with the cheap stackable washer and dryer my husband had for four years previously.
Eight months after moving into our new house, the dryer stopped working. I called Sears and the first appointment I could get was almost two weeks later. I arranged a repair appointment for between 1 and 4 pm and rearranged my work schedule so I could be here for the repair. When the repair person arrived, he informed me that a part needed to be ordered and I would have to again schedule a four hour appointment block. That appointment was again two weeks away.
The second appointment arrived, and when this repair person came he found that of the two parts ordered, only one had arrived. Not only that, but the original order hadn’t even gone through, but no one had checked to see if that was the case. So he had to reorder the part, and again I had to set aside four hours to wait for a repair, a week and a half away.
The repair was scheduled for July 12. Today, July 11, the part has still not arrived. When I called Sears’ customer service number I spoke with Diana. I explained to her my frustration. She was extremely rude and condescending to me. The one piece of information I did get from her was that the part, ordered on July 2, was not sent until July 6 and can take ten days to arrive.
I once again called and asked to speak to a manager. I spoke with Manny who told me my part would arrive either tomorrow, July 12, or Friday, July 13. He suggested I keep my appointment for tomorrow in case the part arrived tomorrow. I pointed out to him that my appointment was at 8 am, far too early to expect any mail. When he went back to the computer to find an appointment, the earliest appointment he could schedule me for was July 23- another two weeks away!
This is completely unacceptable. Each mistake that has led to the problems repairing my dryer was made by an employee or vendor of Sears, however my family are the ones who are impacted. We will have been without a clothes dryer for six weeks and I have been informed that there is NOTHING Sears can do to remedy this situation. I was informed that there was no possible way to get a part in another manner, and there was no possible way to schedule an appointment earlier than the 23rd.
I have always been a supporter of Sears- I wrote a letter of praise after buying my first stove at Sears five years ago because I was so happy with the customer service I received at the store. A lot has changed in five years. I can assure you that my husband and I will be looking at the many other options available to us (Home Depot, Lowes, Best Buy) when we need to purchase any home appliances in the future. I will encourage my friends and family to do the same.