The complaint has been investigated and
resolved to the customer's satisfactionResolved Sears — poor service!
resolved to the customer's satisfaction
I needed a new washer dryer set. It seemed like a simple thing to me. Pick a gas dryer and buy all the parts. I grew up with Sears/Kenmore and felt comfortable with the product. That was a mistake. Where do I start?
The web site ordering process forced me to select each piece individually. Pick a dryer, pick a washer, pick a base, pick a second base. Have you ever seen a web sales site where you can't buy two of the same item? Make sure that you are careful about the specific product and color or else you end up with a mismatched set and have to start all over. OK, I got that all sorted out. It took me much too long and the frustration was making me crazy. On the web site, the delivery date was Tuesday. That is OK , I extended my holiday weekend by one day. So far, life is good.
I hang around all day Tuesday, and nobody shows up. I call Sears Delivery service toward the end of the day and discover that the delivery date has been changed with no notice. What? Seems that they couldn't deliver on Tuesday and we had to reschedule. Fine. I review my calendar to determine when I can schedule time to be home and am advised that, "we can't give you a time of day". I'm not looking for a precise time. A four hour window is enough for me. Apparently not enough for Sears. They will not give me a time window for delivery.
I'm done. "Please cancel the order, I'm going to Lowes or Home Depot to get my washer/dryer set". "Yes sir" (at least they were polite). I bought the same product at Lowes under a different brand name.
Two weeks later, the credit card charge had not been refunded. WHAT? I call them again. Yes sir, the sale has been canceled. It does take 7-10 days to refund. OK, it has only been about 7 days. I wait until next week.
I call again. "Hello, I want my money back". "Let me check. Sir, only the delivery was canceled. There must have been some confusion". So, Sears has been sitting on my $2700.00 US for almost a month now and it took me three phone calls to get my money back. I still don't have it. I have my washer/dryer combo. I bought it from Lowes. At least they were willing to schedule a delivery within a 4 hour window.
Oh, it has now been close to a month and my credit card has still not been reimbursed. September 4 until September 30 is close enough for my reckoning.
Sears seems to now be Kmart, a company that I stopped doing business with 10 years ago because of their terrible customer service and I think that I can only look forward to similar service from Sears. This was their last chance to keep me as a customer.
The complaint has been investigated and resolved to the customer's satisfaction.