1/5

posted Jan-16-2012

Got wrong item twice, cost me 3 weeks and approx 15 hours of my life. I was very patient, Sears.com and Sears (yes they made it clear there is a difference) will go down for being cheap and not having a soul. Only explanation is that Sears management is comprised of ex-personal from Ames, Woolworth, Lechmere and Caldor…
I bought a Kenmore electric dryer at sears.com, right vented configuration. I had it sent to store to pick up as to save on delivery charges. When it arrived there, I borrowed a van, picked it up, and brought it to my house. I was moving, so it was a few days before I hauled it upstairs to the laundry room, unboxed and realize product was incorrect. Sears.com told me to bring unit back to local store, after which they would "reorder" the dryer for me. What? That means bring dryer back just so they can start the process of getting me the correct dryer, which I would then have to go back and pick up. So borrow the van once has turned to borrow the van 3 times (back, forth, back) Sears.com offered little, and said to go into store to see if they could do anything else for me. I called the store instead, and that call was completely useless. The man did say they don’t stock that dryer in the right vent configuration and that I would have to deal with sears.com myself. I called the website 2 more times. I finally got a women who helped, and was able to reorder the dryer and home delivery so that all I had to do was make 1 trip to the store to bring the dryer back. I said it was weird that I ordered right vent, it came back as “regular” vent, and asked to confirm that this unit can be configured this way. She said it definitely could be vented right. I gave credit card again, to technically purchase another dryer, and paid for shipping, (which is to be reimbursed, we’ll see) In the meantime, I borrowed van again, hauled dryer back to store to return. My order came up on the kiosk quickly, and the man took the dryer and gave me a return stub to take to appliances. Nobody in the store could help me with this stub! At this point I paid for two dryers, one delivery, and all I had was a return stub that the people were not sure what to do with. I ended up at the main office, and the women tried to figure out where my order was. I had on hand all my sales orders confirmations and email correspondence with the sear.com person printed out too. A manager was called, and all he said was “wait 20 minutes or so for the system to refresh” then walked away. It took me 1.5 hours in the store, but I did finally get reimbursed for the first dryer. This problem is a lack of protocol on how to deal with online returns at the store and a 20-year-old (or so) computer system that can barley run solitaire.
The second reordered dryer was supposed to arrive Thursday, but then they call and changed it to Sunday. On Sunday morning, I called sears.com to ask what time to expect the delivery. The women said it would actually be coming on the 18th (following Wednesday)….OK thanks for changing it again. A few hours later, I got a call from a guy who says “I’m at your house with an electric dryer” Oh, sorry, sears.com messed things up; I’ll be back there soon. The driver told me that his notes said “Kenmore electric dryer, right vent” but that they gave him a “Kenmore electric dryer, rear vent”. NICE, the wrong configuration again!! I said to the driver to not even bother if it was the incorrect one. I called sears.com and asked repeatedly to fix problem. Oh, you have to take this up with sears home delivery, here is the number. NOOO! I’m sick sears.com sticking me in different directions, you fix the problem. The only solution was to reorder the dryer… a THIRD THIME! NO, SEND ME an electric dryer with right vent, I don’t care what brand, if it’s more or less expensive, I just want a f***ing dryer that vents to the right! I eventually talked with the supervisor; he tells me that if I had the dryer in hand, and didn’t turn the Delivery driver away, that he could exchange the unit for me. I said “wait, if I had accepted the wrong appliance, I would have more leverage than I do right now? He says yes. I had in hand the wrong unit originally, and no such option was available to me!?! This guy was a total tool box, and had nothing to offer me as a customer. I told him I was a general contractor, 27 years old, and promised not to ever buy a single appliance or tool from sears ever again. Sure he doesn’t care, which is the real problem.
This just in, I just got a call right as I was finishing this feedback from Sears home delivery that my delivery is delayed!!! WOW!! This is the unit I turned down yesterday
Summary: If you have a lot of patience, and like to spend lots of time not utilizing yourself by running in circles with sears.com and sears, then I highly recommend this store for you!

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