i hope you keep us updated and i too am appalled at the behavior by sears. absolutely ridiculous
How's this for the last paragraph:
I have expended all possible local remedies to my situation. Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer as my last remedy in this situation after making every effort to resolve the issue in good faith. I will take this step on Friday, March 13 if the situation is not resolved to my satisfaction.
I have expended all possible local remedies to my situation. Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer as my last remedy in this situation after making every effort to resolve the issue in good faith. I will take this step on Friday, March 13 if the situation is not resolved to my satisfaction.
Yes. I've played four soccer games and run about 35,000 meters since I disabled the old units...
New version. It will be sent out tomorrow morning, so let me know if anyone has any suggestions before then.
Dear Sir or Madame,
We purchased a Kenmore washer and dryer from a new Sears appliance store on Manchester Road in Brentwood, MO on Friday, February 27. The washer was delivered to our home the following Monday (March 2) but was never installed.
It is now March 10, and the washer and dryer are still in our living room. The details of what we have been through are far too lengthy to include in this letter. We have spent over 15 hours on the phone with the warehouse and in the store in an effort to resolve this situation. The treatment we endured at the hands of the warehouse call center staff was nothing short of appalling. To say that the call center staff are disorganized, completely unsupervised, unbelievably rude, disrespectful, and utterly unhelpful is somehow a gross understatement of reality. It would have been laughable, had it not been so pathetic, that the store manager received nearly identical treatment while on the phone with the warehouse in the 90 minutes my wife and I spent in the store this Saturday after receiving this treatment ourselves over many hours the preceding four days.
We do not say these things lightly, as this is the first time we have ever contacted a company to inform them of the state of their affairs. We have both been lifelong Sears customers, as have our parents, and we can safely say that unless the present situation is rapidly resolved to our satisfaction, we will never set foot inside another Sears store again. Furthermore, Sears and its associates have absolutely refused not only to install the new units and discard the old ones (which are also Kenmore), but they will not return the new units to the store.
We have been unable to do laundry for nearly two weeks; hung up on a dozen times; had our account deleted; received numerous promises regarding gift cards, call backs, and immediate installation, all of which have been broken; and received no contact for fully three days. We have expended all possible local remedies to my situation. Therefore, at this point we are inclined to dispute the charge on the credit card used for this purchase as my last remedy in this situation after making every effort to resolve the issue in good faith. We will take this step on Friday, March 13 if the situation is not resolved to our satisfaction.
Sincerely,
Us
Dear Sir or Madame,
We purchased a Kenmore washer and dryer from a new Sears appliance store on Manchester Road in Brentwood, MO on Friday, February 27. The washer was delivered to our home the following Monday (March 2) but was never installed.
It is now March 10, and the washer and dryer are still in our living room. The details of what we have been through are far too lengthy to include in this letter. We have spent over 15 hours on the phone with the warehouse and in the store in an effort to resolve this situation. The treatment we endured at the hands of the warehouse call center staff was nothing short of appalling. To say that the call center staff are disorganized, completely unsupervised, unbelievably rude, disrespectful, and utterly unhelpful is somehow a gross understatement of reality. It would have been laughable, had it not been so pathetic, that the store manager received nearly identical treatment while on the phone with the warehouse in the 90 minutes my wife and I spent in the store this Saturday after receiving this treatment ourselves over many hours the preceding four days.
We do not say these things lightly, as this is the first time we have ever contacted a company to inform them of the state of their affairs. We have both been lifelong Sears customers, as have our parents, and we can safely say that unless the present situation is rapidly resolved to our satisfaction, we will never set foot inside another Sears store again. Furthermore, Sears and its associates have absolutely refused not only to install the new units and discard the old ones (which are also Kenmore), but they will not return the new units to the store.
We have been unable to do laundry for nearly two weeks; hung up on a dozen times; had our account deleted; received numerous promises regarding gift cards, call backs, and immediate installation, all of which have been broken; and received no contact for fully three days. We have expended all possible local remedies to my situation. Therefore, at this point we are inclined to dispute the charge on the credit card used for this purchase as my last remedy in this situation after making every effort to resolve the issue in good faith. We will take this step on Friday, March 13 if the situation is not resolved to our satisfaction.
Sincerely,
Us
I just read somewhere that there are people still waiting for their washers and dryers from the black friday deal and how Sears has done nothing to deliver their appliances. They have basically ignored them and have told them to wait because they were overwelmed with too many sales. Sears has really gone down the hole the past few years.
Quiksilver
Diamond Member
- Jul 3, 2005
- 4,725
- 0
- 71
I'd be willing to bet that if you got Consumerist involved by emailing them this long ass story, that something would happen...
Update: I sent the e-mail around 9:30 this morning. About two hours later, I got the following response, which is obviously canned:
When I got home from work tonight (around 7), the wife called the number and it was for appliance repair - they had nothing to do with installation. We also got a flimsy package in the mail that says it's from Sears and claims to contain a "stacking kit," though there is certainly nothing structural in the package. I'm going to take photos when I open it in the morning - camera batteries are dead right now.
Born2bwire
Diamond Member
- Oct 28, 2005
- 9,840
- 6
- 71
TwiceOver
Lifer
- Dec 20, 2002
- 13,544
- 44
- 91
Welcome to Sears. I won't step foot in there ever again.
Also, the stacking kit for our kenmore was just two little brackets with 4 sheet metal screws and a strip of foam that is sticky on one side to prevent the dryer from scuffing the washer when it is on top.
Also, the stacking kit for our kenmore was just two little brackets with 4 sheet metal screws and a strip of foam that is sticky on one side to prevent the dryer from scuffing the washer when it is on top.
microAmp
Diamond Member
- Jul 5, 2000
- 5,988
- 110
- 106
Your experience with Sears is about like mine, except I ended up with a free pair of pants, they refunded 2 pants not 1.
http://www.resellerratings.com...t=332723#comment332723
http://www.resellerratings.com...t=332723#comment332723
Update #5: For the sake of tradition, my wife replied to the e-mail. Sure enough, we got the exact same reply with a different name attached (all included below). However, we did get a call from Sears telling us that they're coming tomorrow (Friday) between 4:30 and 6:30. We'll see how that goes.
Dear Rosa Lee:
Thank you for sending the exact same form letter to us yet again. We are obviously not valued Sears customers.
Sincerely,
xxxxxxxxxxxxx
--------------------------------
Dear xxxxxxxxxx,
Thank you for your recent correspondence. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us.
We apologize for any inconvenience you are experiencing, regarding this issue with your dryer.
For immediate assistance, please contact our Installation Specialists at 1-800-865-6500. A representative will be happy to assist you with your installation inquiry, or confirmation.
We would also like to have you forward your sales check number, and the date of purchase, so that we can assist you further. Please include your home telephone number, and this email when you respond back, so that we can serve you better.
We apologize for the negative experiences you have had thus far, and truly understand your frustration.
Thank you for taking the time to contact us. We appreciate your business and value you as a Sears Holdings customer. We certainly hope you will continue to make Sears Holdings your choice for quality and value.
Sincerely,
Rosa Lee
National Customer Relations
Sears Holdings Corporation
-----------------------------------
Dear Elizabeth A:
We appreciate your fast response, but you failed to address several of our concerns. One of the many issues we had with Sears was that our Kenmore dryer was supposed to come with the stacking kit, and it did not. When we contacted customer service about this, they insisted that we did not receive it because we did not purchase one, and that we needed to do so before they would come back and install the units. If you look at the product description online, it confirms what our salesman told us: that the stacking kit is in fact included with the Kenmore dryer we purchased ( http://www.sears.com/shc/s/p_1...ord=kenmore+dryer#desc ). In addition, the phone number you emailed us was the phone number for repairs, and our washer/dryer needed to be installed, not repaired. That resulted in being put on hold and transferred back to the root of the problem: the installation customer service team. There is obviously a major miscommunication problem between the departments of Sears, and there has been a complete breakdown of customer service as mentioned in our previous email. We tentatively have yet another installation appointment for tomorrow (11 days after our initial installation attempt), and we will see how that pans out.
Sincerely,
xxxxxxx
Dear Rosa Lee:
Thank you for sending the exact same form letter to us yet again. We are obviously not valued Sears customers.
Sincerely,
xxxxxxxxxxxxx
--------------------------------
Dear xxxxxxxxxx,
Thank you for your recent correspondence. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us.
We apologize for any inconvenience you are experiencing, regarding this issue with your dryer.
For immediate assistance, please contact our Installation Specialists at 1-800-865-6500. A representative will be happy to assist you with your installation inquiry, or confirmation.
We would also like to have you forward your sales check number, and the date of purchase, so that we can assist you further. Please include your home telephone number, and this email when you respond back, so that we can serve you better.
We apologize for the negative experiences you have had thus far, and truly understand your frustration.
Thank you for taking the time to contact us. We appreciate your business and value you as a Sears Holdings customer. We certainly hope you will continue to make Sears Holdings your choice for quality and value.
Sincerely,
Rosa Lee
National Customer Relations
Sears Holdings Corporation
-----------------------------------
Dear Elizabeth A:
We appreciate your fast response, but you failed to address several of our concerns. One of the many issues we had with Sears was that our Kenmore dryer was supposed to come with the stacking kit, and it did not. When we contacted customer service about this, they insisted that we did not receive it because we did not purchase one, and that we needed to do so before they would come back and install the units. If you look at the product description online, it confirms what our salesman told us: that the stacking kit is in fact included with the Kenmore dryer we purchased ( http://www.sears.com/shc/s/p_1...ord=kenmore+dryer#desc ). In addition, the phone number you emailed us was the phone number for repairs, and our washer/dryer needed to be installed, not repaired. That resulted in being put on hold and transferred back to the root of the problem: the installation customer service team. There is obviously a major miscommunication problem between the departments of Sears, and there has been a complete breakdown of customer service as mentioned in our previous email. We tentatively have yet another installation appointment for tomorrow (11 days after our initial installation attempt), and we will see how that pans out.
Sincerely,
xxxxxxx
JC
Diamond Member
- Feb 1, 2000
- 5,850
- 71
- 91
I can't believe they're still running you around! Our company could never stay in business with service like that.
Those machines are made by Frigidaire, they stopped including the stacking kit in the dryer several years ago....Sears really needs to acknowledge that.
Those machines are made by Frigidaire, they stopped including the stacking kit in the dryer several years ago....Sears really needs to acknowledge that.
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