Sears Complaint - Sears Installation/Delivery
We just bought our first home last year and had to buy most all appliances. Our first experience with Sears delivery was very good. Our 2ND avoided disaster because luckily our contractor was there when they delivered and attempted to install the washer/dryer. The delivery guys were saying that we were not hooked up to a water source or something to that affect. Our contractor figured out the problem immediately fixed what ever very minor issue there was and the delivery guys then installed the washer/dryer with no problem. Had my contractor not been on-site though, their knowledge was extremely limited and it could have been a problem as ugly as the one I'm about to describe in this post. However, our Dishwasher was installed by I think a subcontractor of Sears who was excellent. So overall my experiences with Sears was just okay at that point.
Now here's where my Sears Delivery/installation experience gets as hairy as the experiences others have written about on this site.
I ordered the Kenmore Pro 36" duel fuel freestanding stove. I have been eyeing this stove for a long time and finally took the plunge and purchased it when it went on sale ... I ordered it online with next day delivery. The delivery guys, number one, did not have the 60" gas connector I had also ordered. Okay I let go of the frustration of just having lost $14.98 because of their inadequacy, and also because at that point my main concern was to get the stove installed and running and I apparently already had a gas connector that was fine. Then they installed the 30 amp cord onto the stove and told us that we would need an electrician to get us the 220 volt line installed (we had a standard 110 outlet ... my command of electrical speak is limited). Fine, we called a wonderful electrician who did a great job. He told us that the cord Sears installed on the stove (they install it upon delivery)was no longer used for stoves and was not up to current code. The electrician installed the correct 30 amp up-to-code cord on the stove. We were thrilled. I decide I'm going to roast a chicken in my new electric oven that evening. I do everything the instructions say and after waiting ten minutes no heat. I try several times, still no heat. Sears customer service was great ... they offered to deliver a new stove.
Here's where the real delivery/installation nightmare starts ... The delivery comes as scheduled. They hall away the defective stove and I ask them to use the cord my electrician had installed. They said no they can't do that. They install instead a 50 amp cord and tell me that the electrician got it all wrong and that they can not hook it up and to get the electrician back to correct his mistake and then to call Sears back to have them come back and install the stove. I call my electrician in a panic as I really know nothing of any of this technical stuff at that point (this experience of course gave me a crash course!) My electrician says he followed the instructions provided with the stove to a T. I go and find the instructions and sure enough he is right ... the instructions specifically calls for a 30 amp cord NOT a 50 amp cord. My electrician explains that 50 amp is used for all-electric stoves and since this is only partially electric (oven) then only 30 amp is required. I call Sears up and explain all of this to them and they say I'll receive a call as to whether someone can get back to my home in the same day or not. I get a call from the same delivery guy that delivered the stove that morning, insisting he cannot come back and that no one can come back and to call Sears to schedule for the next day. I call Sears very frustrated explaining the whole situation yet again. In the meantime, I get my electrician over who installs the 50 amp outlet box so that the big 50 amp cord the delivery guy incorrectly installed can be plugged in ... my electrician said it would not hurt the stove because he did the wiring for that outlet to accommodate 30 amps ... We do the 50 amp outlet box since Sears installed the big 50 amp cord. Finally Sears Delivery manager calls and says the guy that delivered my stove will be over in 10 minutes. The delivery guy arrives and seems very frustrated that he had to come back and he completely discards the fact that he installed the incorrect cord and has me test the stove so that he will not be liable if anything goes wrong with the stove. Fine, I do it. But then he has the nerve to BEG me to give him a good review when Sears calls the next day for a rating of the delivery/installation experience. His only saving grace in this story is that he did give me the 60" gas connector I had ordered that the first delivery crew did not have with them ... at least I will be able to go to a Sears store and return it.
I was in shock at his overall very disrespectful attitude and more so for his not willing to correct the situation let alone admit to the fact that he did not know his product. He was very obsessed with not wanting to take responsibility for his mistake by not answering my questions regarding putting the wrong cord on my stove and he was also very obsessed with not wanting to test the stove so that he would not be deemed liable if the stove did not work or if anything broke as a result of testing it. But he very blatantly had the nerve to literally BEG me for a good customer service review.
So as far as I can tell, the oven and stove appear to work fine now but I am completely disgusted with Sears delivery/installation team. I had to miss a whole day of work because of the delivery guys incompetence and lack of caring to know what he is doing. I lost a days pay because I had to stay home and call my electrician while going back and forth with Sears. SHAME on SEARS for allowing this kind of service!!! I read countless other stories that sounded even more brutal than mine on this site. It is so sad and shameful to see such rampant incompetence.
I hope I made a good purchase and I hope I do not have to deal with any defects on this stove. With this kind of service it is hard to feel confident of anything Sears installs or sells for that matter.
I hope Sears does something to make sure their staff are trained at reading the products instructions so as to avoid others having to deal with as much incompetence as I dealt with yesterday. Had they installed the correct cord on my stove, I could have gone to work yesterday but instead I lost a whole days pay calling Sears and my electrician who also had to deal with Sears incompetence! My electrician was kind enough to not charge me for the extra visit but it wasted his day as well as mine. This is not an inexpensive stove and to have to deal with such vast incompetence is absolutely unacceptable!