Since my earliest recollection, the word "appliance" to my family was synonymous with "kenmore". That is until recently.
We have had the absolute worst consumer experience ever with sears, and the situation is still ongoing.
In late august, we went shopping to replace a kenmore dishwasher (That had lasted for 14 years). We visited the sears in clackamas, oregon. A salesman named roger sold us what was reported to be a "consumer" report best buy. Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (Due to a recent remodel/floor build up) to accommodate the new appliance.
After the installer left, we noticed a large puddle of water in front of the dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal.
We called sears and asked for an exchange. We had put a lot of money on our credit card and wanted a dishwasher that worked. They arranged to have another dishwasher delivered (Same model) and they picked up the defective one.
As the installer unpackaged the new one, and began to install it, he pointed out that that the new dishwasher had a noticeable dent in the front door panel. We also noticed that the door was "sprung" and did not line up.
Outraged, we went back to the clackamas sears store. We spoke with the original salesman (Roger) and an operations manager named andrew. We asked for our credit charges to be dropped, and to have someone pick up the damaged dishwasher. We were finished with sears, and ready to go down the street to home depot or lowe's. However, the smooth talking salesman roger pleaded (Mainly to my wife) to let sears have one more chance to earn back our business. He offered a discount, a gift card, and a better model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card.
The third dishwasher was delivered and installed. It was now mid-october. We ran the dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance.
Very frustrated and upset now, we called the repair division of sears to get a service technician out (Since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable.
To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to sears source one multiple times and we have discussed our case with the sears customer complaint line.
We have decided, no more sears. We have now pleaded with several divisions of sears to please come pick up your defective dishwasher, and take the charges off of our credit card (And no restocking fee). We have re-ripped up our kitchen floor again to have this dishwasher removed. We want to go buy a working dishwasher from another retailer.
There have been promises of well get back with you tomorrow and no return call. Sears source one told us they would get someone out early in the week. No one came. It's now november.
We are at the end of our rope. Sears (In its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (Not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if sears continues like this, their future is bleak. We will not be returning to sears. This is the absolute worst customer service experience.