Sears Complaint - Come See the Darker Side of Sears (Austin, TX)
CEDAR PARK, TEXAS -- Okay, many have asked about my bad Sears experience. Now that I know I won't get a resolution from Sears, here's my story for the world to see.
I purchased a new gas range from Sears at the Lakeline Mall in Cedar Park, Texas. My in-store experience was good, and the salesman Ray was very kind and helpful. This is the second major appliance purchase I have made at the same store in less than a year, though last time I picked up and installed the appliance myself.
I had a problem with extreme unprofessionalism with an appliance installation crew. First, before the crew arrived, they called identifying themselves as the "Avon lady". I hung up. They immediately called back and said they were Sears confirming install time for our gas range.
When they arrived, they did not have the right parts to install the new gas line from the source to the appliance. They told me "We have a problem" and treated me like I was stupid for not knowing what size connector they would require for the new appliance. They remarked that they often have a problem with a certain sized connector.
This is a part they should have had on the truck, but they told me I had to go to the hardware store and pick up the part myself. They told me to call a 1-800 number when I had it, and they would return the same day to complete the installation.
I called the 1-800 number, and after being on hold 15 minutes, the phone was answered by a representative and the call was disconnected. I called back, and after an additional 15 minutes on hold, the Sears representative said they would return the next day to complete the install. I told her this was unacceptable. I was told I would have same-day service. I requested to have the call escalated to a supervisor. The call center representative refused.
So, I called the Sears location where I bought my appliance and asked for a manager. I gentleman who identified himself as [snip], a manager, spoke to me. He asked if the install team was wearing Sears shirts....he needed to know because Sears uses contractors, and once the appliance leaves the store, it is "out of our hands". I told him I was angry and ready to have the appliance returned and demand a full refund. [snip] was polite, said he would find out what was going on, and would call me back.
He did call me back the same evening, and acknowledged the unprofessionalism of the install team. He said that they were contractors, but I reminded them that they represent themselves as being with Sears. He said that he would offer a full refund of the delivery and installation charge, but he would need to have the contractor reverse the charge. He told me to call him when the install was complete so that he could ensure the appliance was installed to my satisfaction before dealing with the contractor. At that time, he would take care of the refund.
After the installation was completed by another crew, I called on several occasions, and could not reach [snip] at the store. I left a message for him to contact me, and he has failed to return my call.
This is the second major appliance I have replaced in my home in the past year using Sears. Based on my most recent experience, I do not plan to do any future business with Sears. I have filed a complaint with the Better Business Bureau.