Sears Complaint - Lack of Customer Service
PHILA, PENNSYLVANIA -- I made a purchase of a side-by-side washer and dryer February 8, 2008. I loved the unit but the problem was that it kept blowing a fuse in my apartment. I had the maintenance electrician of my complex come out to replace the breaker and it still blew a fuse. I called Sears to have a technician come out to see if the problem could be resolved without having to return the products. I made an appointment for a tech to be out between 1p.m and 5p.m. I took off from work and waited, in turn missing hours of pay and my child’s first and only presentation at school. The technician never showed up.
I received a phone call at 4:50 p.m. finally telling me the tech had to reschedule. I rescheduled again but the tech never showed up again. So to my despair I opted returned the two units and purchase a stackable unit that used a little less power. On March 13, 2008 I went to Sears and exchanged my product. I made arrangements for Sears deliverymen to drop off the new product and take out the old. Well the deliverymen arrived and while they were taking out the old product they ripped up the linoleum on my floors where the washer/dryer unit is placed and threw it on my dining table. They placed the new product and used my closet doors (which I had taken out for the convenience of them removing and replacing the products with ease) to prop the dryer venting hose up on. Instead of using the elbow piece that they brought with them which is still unattached. They never apologized or anything.
Once they left I checked the unit only to notice it was the wrong one. I called the Sears Outlet Store and told them the problem. The manager then told me to just come back in and pick out the correct one. I begged the sales associate that rang me up to make sure that the deliverymen that made the previous delivery would not be delivering this unit. I explained to her why and she gave me a customer claims phone number and told me to call Sears Customer Service to make them aware that I did not want them there. I followed those procedures to no avail. This took place on March 16, 2008. When I called the claims department they told me that an inspector would be out to view the damage in 48 to 72 hours. I called to file a complaint and I was transferred to about five different departments. I then became very frustrated trying to explain to each person in each department what my problem was.
It seemed to me that each time I explained my situation it fell upon deaf ears. I again was transferred to other people who recorded the fact that I did not want the same deliverymen but no one had any recollection of me filing a claim for damage done to my floors. I was reassured by the 7th or 8th person that the delivery would occur and the date and time in which it would occur. I was also reassured that it would definitely not be the same men. When the next delivery was attempted I was stuck in traffic (not being able to take off from work again) and was unable to be there in time. I called to reschedule and asked again just to be sure that they were not sending the same deliverymen. I was told that it was noted and it would not be them. Well it was quite an upsetting surprise to discover that when the next delivery came through it was the same men that destroyed my floors and used my closet doors as props. I called Sears again to make a formal complaint, and again was transferred to several different departments. When I asked for an explanation as to why this happened, I received nothing more than programmed apologies from live staff members. No one in any of the customer service departments could assist me. Finally after complaining to so many people, I was offered a $50 Sears gift card for my inconvenience. Still not a correction to the problem. Upon attempting to use my newly delivered Sears product I found that the new hose to the new unit was never attached. They simply took the old hose and attached it to the new unit leaving the new hose for the washer in the washer. I ran my washer to see if it would run efficiently and it did not. Due to the lack of there proper installation, my unit now leaks water from the old hose. So yet again I’ve had to call Sears customer service to file yet another complaint about your employees. This time I was told there was never a claim taken from the first time I called and I was given a confirmation number and told that someone would be out. AGAIN! I have become very disappointed with Sears and there customer Service. I am a first time patron of Sears and with the experience that I have suffered it will probably be my last. To date I’m still waiting on a technician to repair the problem and an inspector to come out and review the claim of damage done to my floors.