On December 29, 2007, we spent $1,417 at Sears (Sherway Gardens, Toronto) for a new front loading washing machine ($1099), pedestal ($199), installation ($85) delivery and old machine removal ($50). We were happy with the purchase and looked forward to our new machine that was to arrive on January 4, 2008. As instructed, prior to delivery, I carefully detached the hoses from the old washer and moved it out into the hall to make the job of the delivery/removal people easier. All they had to do was lift it up small flight of stairs (no rail) and out the side door (taken off). When the delivery personnel arrived they wanted to move the new washer in but refused to move the old washer out, despite it being written on the bill "SPECIAL INSTRUCTIONS: PLEASE REMOVE AND DISPOSE OF OLD WASHER". I would not allow them to merely drop the washer off without fulfilling their total obligations ($50 see above). I phoned Sears immediately to sort things out and to my surprise, while I was trying to contact someone at Sears, the delivery people simply drove away. This all occurred within 15 minutes.
After contacting Sears, two new delivery people were sent the next evening. In the meantime, my 150 lb son and I moved the old washer outside. This took us about 5 minutes. The new delivery people easily removed the old washer and easily moved the new one in. While they did scratch and stretch a spot on a new floor, I did not complain as I was happy to have the new washer in place. They placed the washer on the pedestal, attached the hoses and left. I was provided with instructions on how to install it correctly. While I was grateful for their keen delivery, unfortunately, they did not level the washer and on the first wash it started to walk across the floor during the spin cycle.
After contacting Sears again, an installation person was dispatched to properly install the washer (part of the total price included $85 for installation). This individual used my small level but did not want to wait around to check whether the leveling worked since "that would take an hour". After my wife showed him that it would only take a 20 min spin, he did observe the machine with no load and it appeared fine. However, the large yellow sheet that comes with the washer clearly states that it "MUST BE LEVELED WITH A LOAD" to properly balance the machine. This information was provided not ignored. Not surprisingly, once a load was placed in the machine, it violently vibrated during the spin cycle and it sounded like a helicopter was above our house. To obtain a quiet spin cycle, the feet of the machine had to be adjusted each time during the spin cycle.
I was not prepared to babysit an $1100 washing machine and contacted Sears to properly install the washer. The sales people at Sears offered to replace the machine but could not since the model had been discontinued. At this point, I requested a refund. Sears agreed and a pick up date and time was established. Again, I removed the hoses and moved the machine away from the wall and carefully prepared (ice and snow removal from the side of the house) for pick up. When the "pick up" people (the same people as the first delivery) arrived, they came into the basement but refused to take the machine away since it was still on the pedestal.
I contacted Sears and talked to a woman named "Diane" that would not and could not provide the name her superior or anyone at head office. She did give me a phone number for their head office. Unfortunately, I must have copied the number down incorrectly and when I called back and talked to "Christina", she would not provide me with any such number since she did not know of, or have any such number to provide me with. She could and did provide me with the address for the head office. Using a reverse 411, I obtained the phone number for the head office at Sears. I also arranged for the washer to be picked up again –a 12 hour interval on Saturday was the best they could do. I removed the eight ¼ inch screws that attach the pedestal to the washer and lifted it off the pedestal. The next day, two individuals came and within 10 minutes removed the washer and pedestal.
I contacted someone at Sears head office to explain this nightmare and she was willing to refund the cost of the washer and pedestal but not the cost of the installation ($85) or delivery ($50) cost. After my objection, she decided to refund the full cost to our credit card.