Sears Canada Informative - I Will Never Shop At Sears Again Because Everyone Passed The Buck
NORTH VANCOUVER, B.C. CANADA -- We have used Sears Canada for several appliance purchases and blinds/drapery in the past. After our experiences in 2008 - NEVER AGAIN.....
This year our dishwasher needed replacement and we bought a Bosch dishwasher online (around April 2008). After over 2 months waiting, it was installed. No problem - except that it did not work. The latch mechanism was defective. We had a technician come to the house to fix it (that means a day of work missed waiting for him). He said that part would need to be ordered but he had never seen this model before and was mystified by the problem. As no one called us after a few days, we called the service department and they told us that it would be two months for the part. So we elected to replace the dishwasher.
My husband went into Sears in North Vancouver, B.C. and selected another dishwasher - a Bosch on sale, a different model (SHE4AMO) and hopefully with a different latch mechanism. That dishwasher was installed in August 2008. It also did not close and the latch mechanism was defective, AGAIN.
We called Sears and the next day a technician ordered a new latch mechanism. He finally had it available and came last week (early September 2008). He said he had 'almost no experience' with Bosch dishwashers, asked for the user manual and said he had never seen this latch mechanism. He replaced it and left, after having difficulty starting the machine on the wash cycle because he did not understand how it operated. The dishwasher never finished it's cycle as the latch was still defective. He came back the same day and suggested that we ask for a new dishwasher.
So we go into Sears AGAIN and this time ordered a different Bosch which was almost $1000 more. We have to wait till mid October 2008 for installation. We do not get a refund for the defective machine until it is picked up in two months, but have to pay for the new one right away.
NOT ONE person said SORRY. Not one person seemed contrite or sympathetic (although the salesman perked up a bit when he realized that he would be selling a more expensive model). The service was generally gruff and dismissive and very unhelpful.
But it does not end there......
I ordered some expensive Roman blinds from Sears in February 2008. Thousands of dollars was spent. When the three were installed one did not fit and had to be remade. This was all several months in the making.
I also had a single Hunter Douglas blind that was damaged in a leak and I asked the sales woman to take it and try and cut it down as the new window was shorter in length. I signed a blank contract (my stupid mistake) for blinds and seat cover as the saleswomen had explained costs and said she would be faxing me the contract on completion (which she did). I did not discuss price of the blind cutdown as this was not settled. I had bought this same blind from Sears a few years ago and was expecting a figure of about $200-$300 if it needed replacement.
Many months later (I think it was July when the third mismeasured Roman blind was being installed), I mentioned to the installer that I still had not received my blind. He said he would look into it.
In late July sometime the installer called us and arrived with the original damaged blind and a new blind that was too short. He installed the new blind and apologized profusely that it did not fit and would need reordering.
Then in August I received a bill on my Sears Card for $524.70 for an installed sale. I called the Sears Card customer service and they told me that they are a separate company to Sears and I would need to go in to Sears to ask about the bill. They could not tell me what it was for. The lady on the phone was angry and rude and it made me feel very annoyed.
I called Sears and they told me that I had signed a contract for the blind agreeing to pay $524.70. I told them that I had not received an installed blind that fit correctly and that I had never agreed to this price.
The lady told me that she had a signed contract and that I had agreed to the purchase. The woman who I saw in February 2008 had moved to Victoria, BC.
The very next day an installer phoned us to arrange for installation but we were going away on holiday for two weeks and could not arrange to meet him.
It is now mid September. I have no blind and I have interest charges of over 20 dollars on my Sears Card and I have nobody willing to listen to my concerns. I did not agree to pay over $500 for a single blind yet I have no choice but to pay off my Sears Card because the interest rate is 28%.
I will NEVER EVER shop at Sears again. I know mistakes happen, but NOBODY wanted to help me sort this out, Nobody wanted to listen to me, Nobody has acknowledged that the contract I signed could not possibly be valid, as it was dated in February 2008 and I STILL do not have a blind. This is truly an incompetent business dealing where every department has passed the buck. I left a voice mail message for the sales lady who initially saw me in February 2008 mid week but she has not returned my call.
I don't know what else to do except to pay the Sears Card, accept this astronomically expensive blind and hope an installer eventually calls us back to get it into my house.
NB. Dates are approximate as it has been such a long time since this all started (February 2008).