Sears Appliance

unknown

No big problems with the clothes washer or delivery, but the "professional installers" connected the hoses backwards (hot for cold and cold for hot) which I noticed when I did a cold water wash and the fabric came out warm.  I switched the hoses so that wasn't a big problem.

Later that year, however, I needed a dishwasher.  The Sears price looked good, until we were placing the order and Sears added $20 for an "installation kit" and $75 to carry the old dishwasher away, and $120 for a permit.  At that point I walked out and went to another appliance store that gave one price up front for everything and didn't demand I buy a permit.  I do not plan to shop at Sears again despite it being for decades my family's appliance supplier.

unknown

This is my second very bad experience with Sears' customer service.  I said I would never use them again . . . but, I bought my refrigerator at Sears several years ago, and it broke for the 3rd time.  It's not cooling. So, I thought I should call them.  They give me a repair window (two days after my initial call) from 3:00 to 6:00.  Nobody showed and nobody called.  When I realized that no one was showing, I called the 800 # (around 5:50 pm), and got an off-shore call center.  The gentlemen told me they were on their way.  Nobody came.  I then called at 6:15, and the representative told me that they were not coming,  I need to reschedule, and the following week is the first appointment.  WHAT???  She said the repair person called, but I did not answer, which was complete rubbish.  I told her that I took a day off from work (which I did), and I have been waiting for repair for 2 days.  I have no food.  She said there was nothing that they could do about that.  There was no regard to satisfying the customer--and there was nothing they were going to do for me.  They did not care that I took a day off from work.  They did not care that I have no food. They did not care that they failed on their promise.  They didn't even try to get somebody out to my house the following morning.  They just don't care.
I finally received a recorded call from Sears (about 40 minutes after my call center call) asking me to call them about my appointment.  You gotta laugh.
I will never use Sears again.  Do you think they know why their business is dying a slow death? I would advise staying away.

I am planning on boycotting all of their products and will encourage others to do so as well.

We had a 23 year old refrigerator which could have died any day. We were concerned that, if it did die, we would have to run out and buy the first refrigerator we could find that would meet our needs. We would probably have to pay a lot of money to get it right away. So we decided to shop around. We looked at the ads for Home Depot, Best Buy and other stores. Then we received an ad insert in the newspaper for the Sears Appliance Store. We liked the refrigerators in the ad and we also liked the prices so we went in on a Sat afternoon. We roamed around looking at the refrigerators on display and figured out what style we wanted. It happened to be one that was in the ad so we asked whether there were any available. They had 1 left but it was stainless steel. We wanted white. They offered us the stainless one for the same price as the white one (about $100 difference in price.) Then they took us into the warehouse and showed us the exact one we would be buying. They measured it and alowed us some time to check it out.  At no time did they pressure us in any way. We decided to buy it. They set up delivery. We left vowing to return next time we needed an appliance.
Which happened about 4 months later when the dishwasher died. We went in the store and looked at the various models on display and figured out what features we wanted and which we didn't need. Then we walked by a floor model that was exactly what we wanted for a price we wanted to pay. We asked the salesperson and she said that was the last one, which was why it was so cheap. We decided to buy it and asked about delivery. She told us the price was a 'take-with' price, but if we didn't want to do that she could recommend a plumber who would deliver and install it. She handed me his card, I called him right from the store, and set up the appointment for installation. Then we paid and left, vowing to return again, probably to get a new stove.

Let me point out first that I have had good service from Sears in the past, and I do understand things happen. Unfortunately this experience with Sears was unbelievable. From the moment The delivery guy pulled in, he had a  brief look at under the dishwasher and looked under the sink. I arrived two minutes later and my son tells me he wants more money even though the installation is paid. In his words " You don't have a U trap and gasses from the septic are entering the kitchen!" OK Lets go back in and look at this together. I lift open the cabinet floor and clearly the sink and the dishwasher have separate U traps and a clean out under the floor. It is to code! "isnt this the U trap you are looking for?" I asked. "Well we can't just drop the pipe down the drain like that we need to add a part. and thats not all - the copper hot water feed is straight up six inches at the back from the floor.  This new dishwasher is too low for this. I grab a flashlight and look and the copper pipe is properly located and comes up two inches and turns to accept both models with a new factory clamp and screw on adapter. OK guy - now you are lying. I thought. "You have a choice, I paid for installation I am asking you to do the right thing - Install it or leave." - He stormed out "Come on lets go" to his helper. In the space of five minutes from arrival to leaving- his rude, shiesty behavior got the better of him. He did not get paid.
My wife and I returned to the store - spoke to managers and they told me the store manager would be in touch by late morning, I finally called again by 11:30 today & discussed what happened. I asked him to take care of my wife and send someone else and she would be home on Thursday all day. Just do the right by our original agreement... Later the Store Manager called back and said, "No we cant install it- your plumbing isn't to code."   ----- Really? He then told me he cancelled the sale!
'Folks as a young man I can change oil on my car - I don't mind paying a little more for good service and let someone else do it" My dad taught me as young man house hold electrical, plumbing, wallboard and home repair. I have examined the pipes checked the code, checked the manufactures installation instructions. If I hadn't shown the twit the U traps - I would have ended up with yet another U trap on top of the first! I will NEVER USE SEARS AGAIN ...Seriously Disappointed.

They did not come in the time slot. Then they came to fix what they had done and did not show up for that appointment either. When I called them, someone hung up on me. They would not unscrew the pipe for the old one and made me call the plumber to do it based on their rules.  The guy that showed up was alright, professional.

I was very pleased. I have had it serviced at Sears many times over the years. They are very thorough and timely in their service.