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Sears / non-refundable delivery policy

1 United States Review updated:

We bought an expensive "new but slightly dented" Kenmore washer at an appliance outlet. (We now think that the washer had been returned previously.)The delivery men did not level it or follow installation instructions. We had to do everything. The washer would not drain during the 1st & only time that we used it. A service code kept flashing & the machine kept beeping. We called the service number in the late evening and someone with a poor command of English yelled at us and said that we should instead call the store the next day. She could not tell us what the code meant, how to stop the beeping, or how to get it to unlock. We told the store to haul it away after spending much of the night hand rinsing and wringing out the clothes, after we finally managed to get it to unlock. We are still being charged the $60 plus tax delivery charge because it is "non-refundable." Efforts to get this resolved through customer service have been unsuccessful. We had been Sears credit card customers for 39 years. Not any longer.

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  • Lu
      18th of Feb, 2013
    0 Votes

    Why do you people cry about how long you've had a sears credit card when you have a problem like that makes a difference? The store you had the issue with should have replaced the item or serviced it for free. You simply didn't ask the right questions and the associates at the store did not properly guide you to do so. Delivery fees at any retailer are non-refundable since little or no big box retailers operate their own delivery company. The outside delivery service must be paid for the work they did. The store should have taken the hit of the $60 in the form of a price adjustment on your purchase. I agree your purchase was not handled properly by the store, but your expectations about delivery are a bit off as well.

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