Sears Complaint - You Get Lots of Apologies but No Action
PORTAGE, MICHIGAN -- What You Get From Sears Is Apologies and That is All!
I had shopped at Best Buy for Washing Machine and Gas Dryer to replace my 12 year old Maytag Neptune Front Loader. I had their price in hand and went to Sears (I have purchased almost all my Home Appliances from them and returned because of customer loyalty, their reputation and reliability). They had a Salesman my wife and I trusted and he was knowledgeable and helpful. He matched the price at Best Buy.
On Sunday, May 15, 2011 I ordered an LG Washer and Dryer. I also needed a 10' Drain Hose which was not in stock and ordered separately by my salesman as was a 10' Water hose ordered online by him for me. Delivery and Installation (included) was promised for the following Sunday, May 22nd. Later in the week, Sears left a message confirming the purchase and delivery/installation for Sunday. On Thursday, my Father-in-Law passed away and Visitation was scheduled for Sunday and Monday with the Funeral Services scheduled Tuesday. My wife and I discussed this matter and it was decided that I would stay home (my Father-in-Law's family lives in Sturgis, MI) and prepare for, wait for and assist with the delivery and installation (the following week would be the services and family to deal with as well as work and it would be inconvenient to wait as well). On Saturday, a confirmation call from Sears came confirming Delivery and Installation with a 2 hour window between 4:45pm and 6:45pm. I had also placed an ad on Craig’s List and a couple interested in my older Maytag Neptune Washer and Dryer (purchased from Sears a decade ago) agreed to purchase it for $300 and pick it up after Sears installation of my new Washer/Dryer as they were moving and needed it right away.
The day of delivery, I prepared the area and moved all obstacles for a swift installation and piled things in the nearby kitchen to get it out of the way of the installers (my hope was to make it easier and swift for the installers and to be able to clean it before my wife's return). By 7pm no one arrived or called. The store was closed at 6pm so I called the same number that confirmed the Delivery and Installation (the number also left with the confirmation call). A lady (obviously outsourced) was polite and automatic but indicated there was no record of a Washer/Dryer purchase or scheduled Delivery/Installation despite my giving her my SALESCHECK number 011101265476 which she reported as "invalid." She was very apologetic but insisted on connecting me to the store which I told her was closed. However, after 45 minutes, she connected me to another woman (again, obviously outsourced) who I repeated my tale. She insisted I had the wrong department, was very apologetic and gave me the original number I called to call back. When I explained that it was that number I had called, we got disconnected.
I then called the number again and repeated my story a third time. We went through an identical process with identical results with the included obligatory apologies. After an hour and a half of wasted time on the phone and a day of preparing (and not being with my mourning family), I gave up and decided I had it! I had passed frustration and my blood pressure was immeasurable. The couple who had come for the old Washer and Dryer could not wait and my $300 sale of the older Washer/Dryer went dry (they did not want to disconnect the Gas Dryer or Washing machine themselves and my wife would not let me disconnect the gas).
On Monday morning, my wife and I decided it was not worth it and we would no longer do business with Sears (I had spent well over $10,000 at Sears the past 5 years and had plans for remodeling which would have meant much more). I again tried calling Home Delivery (the store would not open until 10am and I had to go the Monday's Visitation for my Father-in-Law). I got the identical run around as again as they could not find the purchase (they did find the order for the Drain Hose).
At 10pm I called the store and discussed the events with my salesperson. He was appalled and offered many apologies. Afterwards many calls back and forth, he stated the Manager was also angry but to save the sale would pay for the Washer’s 3 year extended Warranty ($199). As this would not even cover the cost of the lost $300 sale on my older Washer/Dryer, much less the lost time, aggravation and stress, I told him that this was not satisfactory (it was like being offered free dessert from a restaurant that just served an awful meal with terrible service). I have lost my trust in Sears.
In summary, I had gotten two confirmation calls for an item Sears could not find a record of purchase or scheduled delivery and did not deliver as promised or notify me of their inability to deliver. I have been more then inconvenienced and angered. I cannot purchase the items elsewhere as my credit card is maxed out on this Sears purchase. I lost the sale of my older Washer and Dryer ($300). I do not have time or patience for this and I have lost my confidence and trust in Sears Holdings.
I am not alone with my story. There are several sites online with complaints from customers about Sears Home Delivery. One for example is :
This one has complaints from 2005 to present! Many are very similar to mine. I am sharing this event with them and other sites to help others from experiencing the same frustration and disappointment.
One thing for sure, I got a lot of apologies from Sears employees. If they backed their apologies with action, I would be happy. If they gave me a dollar for each apology, the cost of the Washer and Dryer would be covered. But alas, I just got lots of apologies.