Sears

I purchased a deep freezer from the Sears(East gate Location) on March 7, 2010 and it was delivered on March 12, 2010. The delivered merchandise was the incorrect merchandise, It took me almost 2weeks to get that situation resolved so I could get the correct freezer delivered. I had to deal with several departments finally after contact the Sears(east gate Location) I spoke with Harold Hignite which is the most ruddiest and difficult individual to deal with. If he does not like what you have to say or does not want to deal with the situation his best result is to hang-up. In which Mr. Hignite did and would not take the call from me again, I then talked with Paulette from the Eastgate Sears, she got me in touch with retail Customer Service to have the complaint filled and try to get the correct freezer delivered. They set up the delivery and advised me that Mr. Wilkes store manager would contact me, in which that never happened. I did get the correct freezer delivered on Sunday, March 21st and at that time it was set up and working. On the evening of Wednesday, July 21st, 2010 I went out to get something out of the freezer and everything was soft. The freezer was running but all my food was soft and room temperature and rotten because this was the middle of summer. Apparently the deep freezer had not been operational for at least a day or more. I had gone to the store on Sunday, July 18th and stocked up with Sams and Kroger’s for the month. I usually do bulk purchase using my last pay check of the month since I only get paid every other week. The deep freeze still was running so unless you opened the door you would not have any clue the freezer was not working correctly.

I called Sears that morning of Thursday, July 22nd and the nightmare began, I was transferred several time and continue to get I did not purchase the extended warranty so they could not help me. I asked for a supervisor but was advised that they don’t have supervisor on duty and they would send a repair person out on August 5th. Wow, at this point I lost over $325.00 worth of food and its going to be 2weeks to get someone out to repair and yes I would have to take a 3rd day off because the window is almost 4hours I had to take the day off work for the 12th delivery and at that point the incorrect freezer was delivered then I had to take off on the 21st, so now I was having to take off to have it serviced. They finally worked to get them out on Saturday, July 24th, my day off so I did not have to take that day off to meet service. I was advised that they cover no replacement on food but they would send out a $100 gift card, which I never got, it could be used at a super Kmart to purchase food. The freezer was fixed on Saturday, July 24th, 2010 so I thought it was fixed. I went out the next pay period Saturday, August 7th and purchased the food I had lost from July 21st, I had to put my regular bills off and set them to be paid on august 20th so I could purchase what had been lost.

I left for a business trip on August 11th and came home on August 13th to a freezer that had defrosted food again in the freezer, same issue from July 21st. Freezer is still running and it was not cooling inside. So for a 2nd time in less than 3weeks I had to throw out food. I am now very upset that I have lost over $600 worth of food, I could have purchased an entire new freezer at this point. But it was after 9pm and the local store was closed so I had to call the customer Solution number and I spoke with Doreen and advised her the freezer is doing the same thing it was doing 3weeks ago and they sent a repair man out to fix and now I lost food for the 2nd tine, I can’t afford to continue to lose food and have to eat out until next pay day, I wanted to speak with a supervisor about getting a replacement she advised me of the following.
1) that there was no supervisor
2) that they were in a meeting
3) that they did not have supervisors in that department

I explained to Doreen I wanted the freezer replaced because it is default she said it would be a 15% exchange fee, for what I am not exchanging the color or size the freezer is default. She advised me to call the store on Saturday and talk with the store manager he would be the only person that could make that decision. I called Saturday to talk with Michael Wilkes he was out of the store Saturday, but Mr. Harold Hignite took the call. Again the rudest person to deal with and the call ended in a 2nd hang-up to me from Mr. Customer Service himself. I then contact retail Customer care for a 2nd time to try and get the situation resolved. They took the report and advised me that Mr. Wilkes would have 48hours to call me a discuss a solution.

Monday, August 16th around 6pm Mr. Wiles called and the only solution he had was for me to talk to Customer solution I advised him what they told me about him being able to over ride and have a new freezer delivered. He said he does not handle that and that was the reason customer solution was developed for them to resolve the issue’s. So Customer Solution called me back on Monday, August 16th to advise me they could send out a repair man between the hours of 9-5, that would then make it so I have to take off work and the situation is not being resolved on the default freezer. I have already lost $600 in food in 3weeks with no replacement and no guarantee that it will not happen for a 3rd time and at this point I don’t feel confident with the product to stock it again and assure I will not lose any more food.

I feel like the situation has turned into a nightmare and Sears does not want to take ownership of this situation and try to resolve it, and my deep freeze was only 4months old at the start of this situation and it is still under the manufacturer warranty and I am not sure why I am suffering for the issues. All I want is compensation for the food and a new freezer to replace the default freezer and the only thing that has resulted is lengthy, aggravating conversation and I had been:

- lied to
- given absolutely nothing but the run around
- inconvenienced in more ways that I could count ( this including the fact that I had to go to the store every day for portions of that nights dinner because I no longer had the space to store frozen food for my family)
- I have lost time from work, and had to use time that is not available and I travel with my job.

Sears has offered nothing more than what amounts to a slap in the face, to send someone out to service the freezer again. If it’s doing the same thing as it did 3weeks ago how can we assure it will not do it again. At this point I have advised all my family, extended circle of friends, and all my co-workers the issue with sears and not to purchase anything from sears again.

I have been trying to complete a web search to find someone about the store manager or contact Kenmore directly and everyone I contact leads back to the customer service solution number for sears and quite frankly I am tired of repeating the nightmare all over again. SEARS does not care and they will not resolve anything but what they want to resolve.

All I am asking is for the freezer to be replaced with another freezer and not anything else but I can’t get anything resolved I need to talk with someone that cares. Still several messages and emails with no respond from anyone to resolve the situation.