Sears
reviews and complaints

I was in a hurry for parts for a deep freezer, sears parts direct claimed to have every part i need in stock.

That was not the case as I am still waiting, over a week later and still no sign of my part being shipped yet. However they will refund my money...for now, then they will charge me when the part comes in. what a joke!

I am through with sears, kmart and whoever else is linked to these pieces of [censored].

Sears Gold Mastercard is offering 20%, (up to $550.00), for all amounts paid that are over the minimum payment due. The program states, 'we'll match 20% of the amount by which your on-time payments exceed total minimum due'. Mentions nothing about doubling your interest rates and even claims, 'This is an easy-money saving program for you'.

We have 'never' missed a payment or been late even one time since 2002 when we opened our account. We had a 12.83 APR until we signed up for their 20% savings program two weeks ago. Just received our statement and the interest rate on our account almost doubled from 12.83 to 23.24%.

Called Sears Customer service who gave me the run around for an hour while they transferred my call from one section to another. Eventually we were transferred to a section for distressed accounts. Tried to explain to the representative our account is not in default but part of the program we signed up for closes the account to purchases during the 4 month duration of the program we signed up for.

It is now clear when they close our account it looks like you are in default, (therefore you are now considered distressed), with all previous interest programs now void. This opens the door for them to charge whatever interest rate they decide at anytime. Next month, they could raise it to 30% without any notification whatsoever.

With no legal experience it appears to me this program is not only false advertising but a form of predatory lending practice as well. There needs to be regulatory action taken, 'immediately', to control the predatory practices credit card companies now consider normal operating procedures.

On 7/19/2008 I purchased a Kenmore ELITE® ULTRAWASH ® HE Dishwasher [Model 665.13153K701] at SEARS in Lanesboro, MA. I was persuaded to purchase installation through “qualified SEARS technicians”, even though very expensive (total price $1, 476.35).
The installers arrived more than ½ hour late; they pulled up onto our lawn in an unmarked, rusty minivan. Within minutes, our front yard was trashed with packaging material and old dishwasher parts. They were rude and unfriendly; they seriously damaged our kitchen tile floor. And since they were so late, but my wife had a medical appointment, we had to leave them with my 12-year old daughter – very scary. They left the kitchen in a mess and my daughter upset.
It soon became clear that the dishwasher was not working right: It would cancel cycles, often with detergent still left in the dispenser, leaving the dishes unclean and wet. The green clean light is flashing 8 times – pause – 1 time – pause etc.
When I called the “Parts & Repair Service Center” I was told that I needed to let the hot water run prior to starting the dishwasher; otherwise the sensor gets confused. This was obvious nonsense, but I obliged and followed this advice; to no avail.
The second time I was told it happened because I wasn’t using rinse aid. Again, this was nonsense (the problem had occurred prior to my running out of rinse aid), but I re-filled the dispenser; to no avail.
The third time I called, I stated I was getting frustrated, and I did not want phone advice anymore: I insisted on SEARS sending a repair technician to our home. The representative put the phone down.
The fourth time I called, I stated that I was going to file a law suit against SEARS if no repair technician was sent to my home: Thereupon, Technician A was dispatched.
Upon arrival he said: “I really have no clue how these modern dishwashers work”. He stated he could only order a new sensor and control board, and replace them.
Several days later we received in the mail a generic looking sensor and control board; probably not original parts, but cheap replacement parts.
During a second visit to our home, Technician A installed the new sensor and control board. To no avail: the problem persisted.
I called the “Parts & Repair Center” again to schedule another technician visit. I requested a different technician, since Technician A – as he himself had stated – didn’t know what he was doing. I was promised a “Senior Technician”.
Several days later Technician B came to our home. He immediately noticed that our dishwasher wasn’t level - the top of the dishwasher protruded 1 in. from under the countertop. He explained that, due to not being level, it wasn’t draining properly and triggering the overflow protection float. This made sense. He spent a long time righting the dishwasher; prior to leaving he asked us to call if we had any more problems, but he seemed confident that he had found and corrected the problem.
At first it seemed that way; pretty soon, though, it became clear that the incidents of malfunction were still occurring - less frequently. Instead of having an incomplete cycle and green light blinking “8-1” every other day it now occurs once or twice a week.
I called back and asked for another technician visit. I was told to call "One-Source": to replace our DW a technician had to confirm it's malfunction (apparently not in the record). I asked for Technician B to come back and asked not to see Technician A again. Yet, Technician A showed up at our house. This time he declared our dishwasher was fine and our water wasn't hot enough (it is 114 F). He left, problem unsolved.
I wrote a letter asking for a replacement dishwasher, installed by proper service technicians, or my money back. Today I received a phone call: A new DW was offered, but my request for different installers could not be granted. I was told "we have nothing to do with installation". Also, I was asked to provide my credit card number - which I refused.

We bought an He washingmachine 3 years ago, and as luck would have it, it died on us and we did not purchase am extended warranty, which is not the complaint. The first complaint is that this product should have not failed after only 3 years. It has been broken for a month. A repairman came out and said it was the electronic computer board that died. we said "ok" put a new one in! He said he would have to order it and it would be sent to us, and then another repairman would come out. Well we never got the part, and that was because the first repairman did not order the part like he said. So the next repairman ordered the part, and it was delivered to somewhere else. Two other repairmen came out and they found the part was sent to the wrong address. So they find the part and install said part, and it still doesnt work.

So now they are trying to figure out what went wrong! They say that the wrong part was ordered and the part that came was defective. So they ordered the supposed right part, and it shows up last week. But they cant install it because they are booked up til today, Wednesday, Mar 25, 2009. So we say ok do it then.
My wife called Monday March the 23rd, 2009, and said the part had been delivered to our house. The person on the phone, verified they would be out on Wednesday 25 Mar 2009.

The automated portion of your so called service dept called several times to let us know that the repairman would be here today, wednesday march 25, 2009, between the hours of 8 am and 12 pm.
When the repairman didnt show up by 1130, I called the service dept and got someone I could not understand.
All I could understand from her was that a repairman was dispatched to our house between the hours of 8 am and 12 pm. So I say thank you. My wife called from her school and talked to the service dept and they tell her a repairman is scheduled from 8 am to 12 pm. But by this time, the repairman is gonna have to use a time machine, because it is after 3. After several more calls, we can get no one to tell us what the problem is.
It is now 9:12 pm, 13 hours later from when I started my vigil.

We called a total of 5 times, and were told we were 6th 7th or 8th on the list, and the "repairman is on the way".
I am listening in on the conversation between my wife and YOUR service dept, and now due to negligence and complacency on YOUR PART, and through no fault of our own, they say it will be another week.
How nice! Once we get the washer fixed, we WILL NEVER SHOP AT SEARS AGAIN FOR ANYTHING.
I HAVE ANOTHER PLACE IN THE COUNTRY, AND I CAN TELL YOU I NEED A LOT OF ITEMS, THAT I WILL NOT BUY FROM SEARS.
Thank you so much for not caring about your customers!

Sincerely
Mr Wann

I purchased a house full of sear appliances including a washer/dryer stacked unit in May 07. I didn't hook up the washer/dryer until June 08 and it is defective. During the spin cycle it knocks and shakes the whole house. I contacted Sears and they sent a technician in couple of weeks. His recommendation was to get them to replace the unit because he could tell it had never been used but his diagnosis was that the spin basket was warped. I contacted Sears One Source and they wouldn't replace the unit and I had to pay upfront to have it repaired. He ordered the basket. 2 weeks later another repairman came back to replace the basket. He made the comment that I had gotten a lemon and should have it replaced after installing the basket did not fix the problem. He suggested I talk with them again and that if I wanted to fix it I should probably replace the transmission next. I told him I would call and see what they said. They denied the replacement siting the 1 year warranty was up even though both technicians had said they could tell it was brand new. After a couple of months and getting my original fees back from Sears One Source, I called to get the workorder completed. I was then told I had only thirty days and it was closed now. I had to have another technician come out and rediagnose the problem since the last technician had not included the part number in the service request. I asked to speak to a manager and he told me that they coudln't access the history from something closed so they had to send someone out to start all over. I asked to speak with his manager and he said that it wasn't possible. I asked if I could have the manager contact me via email or phone and he said no. I asked again and he hung up on me. I've had the washer/dryer since May 07 and have not been able to wash a load of clothes yet!

I contacted Sears Connect and signed up for a long distance plan.
Yesterday, I recieved a 32 page bill, 31 pages were a list of calls I had never made.
I was told I would have to wait for a "couple of days" before a supervisor would contact me~!
I'm not so worried about the bill ($115.00) as they assured me the charges would be removed... but in the meantime, I feel violated.
Who is making these calls using my number?
How can this happen?

There was a 922.12 fraudulent charge Sears Gold Master Charge March 2008. Sears was notified via certified mail and telephone April 2008. Have now sent 11 certified letters requesting charges be removes. Sears indigested wrong charges took more than a year to get copies of merchant recites. I have spoken to customer service more that 15 times trying to get matter resolved. Merchant refuses to work with Sears due time from report of complaint until Sears took any action, . I am told by Sears Gold Card customer services “too much time has elapsed, Just pay the bill. Now more than $1500 with one years interests

I went into sears in Montgomery Ala Feb. 9 2009 and exchanged a diehard portable power 1150A. I also returned a 1/2" pull bar craftsman and had no trouble. I brought it home and put it in my shop. Later on i got it out of the box and pluged it up to charge it to find that it was charged but it would not jump any thing off. So i pluged it up left it for about 24 hours notthing its got a switch on the frount that you can mash to see how much power it has again nothing. I called Greenville Sears and told them this same storey They told me to call Sears in Montgomery. And get them to call them and they would exchange it for me . I called Montgomery and i told them that i didnt come to montgomery much and i was trying to get it repaced in Greenville He ask me did i have my receipt itold him i didnt know. Well i couldnt find it but did find where they had gave me a 20% off coupon. So he told me that if i didnt have my receipt that it could not be exchanged. He told me that they dont keep up with exchanges are as he said out the door items. now i didnt have a receipt when i returned the other one. I have been doing bisness with sears for years all my tools lawntractor some of my home furnishing. I think this is b------t My name is Michael Smith 9082 steiner store road Honoraville, ala [protected] now i want to be able to go to Greenville Ala sears to replace my new diehard portable power 1150A that is no good THANKIS

I am posting this in hopes that others will not fall prey to this "pass the buck" attitude in reference to appliance repair/replace events that have recently taken place in my case. After having purchased a 10 yr old home not quite 3 yrs ago, I chose to replace all of the existing appliances with new ones including a 5 yr maintenance agreement for each one to alleviate any problems, or so I thought. Upon researching the different ones out there, I found that the ones available through Sears to be of the better quality and value. I then proceeded to buy a refrigerator, built in stove/microwave, dishwasher, hot water heater, and HE front loading washer and dryer as well as the 5 yr repair agreements for each one. As you can guess my purchase totaled well into the several thousand dollar range. I had absolutely no problems with any of the above mentioned items until about 6 mos ago when my dryer started going into a "PF" (power failure) mode and naturally shutting down when it does so in addition to the smell of "hot" clothes and a scorched inside screen. I of course called service repair right away and they proceeded to send someone out to check it. Seeing as how it is an intermittent problem and does not occur all of the time it was rather difficult to try and diagnose the problem. However, this repair "specialist" - I use this term loosely - was able to get it to go into that mode but could not give an explanation as to why. He suggested that I get my ventilation system redone and also have an electrician come out to check out all of the wiring, plug, outlet, and circuit breakers at my home. Wanting peace of mind, I did precisely that. My new vent is guaranteed for up to 20 years and my electrician assured me that there was absolutely nothing wrong with anything that he could possibly check. I then proceeded to call Sears back $250.00 later to make yet another appointment, and have them send someone else out. Upon having him check out the dryer problem which had happened again numerous times, he could still offer no reason as to why this was happening. He did say that perhaps it was a power surge which would of course have it flash the PF code and therefore stop the dryer. It was then that I pointed out that I had also purchased a microwave oven/stove built-in combo and if there had been a power surge that the digital clock display readouts would have gone out on those too, which of course they never did. After it happened again I was about at my wits end - if there are two things I respect it is electricity and the ensuing fire that would follow from faulty circuitry. I proceeded to call Sears one more time and at least this time they referred me to their Source One extension which is supposedly their "cure all" department. The rep that helped me did tell me that it had to be documented at least three times in reference to the same problem before they could consider a replacement for me. So I did set up yet another appointed for repair service which was totally absurd as he was here for a total of under 10 minutes and only spending 3 minutes of that time trying to get it to go into a PF. But - okay - I did as asked and then called Source One back the next day to see how to proceed on getting that replacement. Now all of the sudden I'm told that because the service technicians were unable to diagnose the problem that as far as they were concerned there wasn't anything wrong and would be unable to help me. They should read the appliance repair blogs every now and then to see that there have been many other similar complaints about the same thing. I did call Corporate after that and got more of the same lip service. Well - that is where they made their mistake as far as I'm concerned. I am very capable of helping myself and even though they will not offer to do anything to remedy this situation, I can get the word out there to the general public and warn them about the unsavory business practices that Sears seems to live by. Even though I do have to "eat" this one I am purchasing my new appliances from someone else as the need arises. They may not view losing just one consumer a bad thing but perhaps they will change their tune, especially in these hard times, if they lose a few more customers due to their deceitful practices. I will post this information wherever I can and if I can reach even just one person and save them from an almost certain similar outcome then my experience will have been worth it. So - general public - beware - DO NOT PURCHASE APPLIANCES FROM SEARS!

When we arrived at the studio, we were asked if we were interested in tradional or modern poses. I told her both but for the main pose we wanted it to be tradional. So she showed us to the studio and proceeded to put us in very unconfortable and unnatural poses. We told her that this was not working, that we would like to try more tradional poses and she ignored our request. After we were bullied through our Family Poses we wanted to get some of our two year old alone. Our daughter found a car prop that she was interested in and would not leave alone, my husband and I asked her to do a pose with it just to appease our daughter and she refused. She continued to do what she wanted and nothing that we requested. When we sat down to view our poses, she deleted 4 of the poses without consulting us first. The two poses of our family were terrible and you could tell that we were very uncomfortable. The pictures taken of our daughter were also terrible, she was not captured smiling in any of them, (however there were plenty of oppurtunities to catch her doing so). When I was ready to place my order I was told that if I used my coupon for $4.99 package I would be penalized if I wanted to get other poses. I could either buy the sheets seperatly for $7.99 or get the package (one pose) for $4.99 and each sheet of the other poses would be $20.00 each. That is not what the coupon stated but the associate did not seem to care. When I went to pick the pictures up they had taken upon themselves to print 5 extra sheets and try to SUCKER me into buying them. I asked them what they wre going to do with them and she said that they would be shredded. Needless to say I was not satisfied with this expeience and will not be returning to the studio.

Not a first in the maintenance agreement industry. You get a phone call, you negotiate, (well, Sears TELLS you) how much you are going to pay for a new maintenance agreement. After deciding which appliances you want to keep and which you want to exclude the quote you a final price. Here's the kicker! It doesn't matter what notes you keep! Sears originally quoted me a price of $1133 for three years. In todays economy, without job security, I thought this is too much. Especially since it took them NINE months to deliver our refer door. (Another story for a later date). If wwe were to remove our chest freezer we would save $100.00 per year. WOW! A freezer is cheap enough I am willing to risk the investment. Besides, when our old one gave out they refused to replace contents like their policy states. Well, how much do you think they billed me? The $1133 but removed the freezer. Hey! Where's my discount? I hop on the phone faster that lightening! Talk to a Supervisor who only tells me that he was not in on the conversation but he could remove one year and discount my policy that way. HUH? How is that helping. I want to remove the $300 extra I was charged. I asked him if he could go into a recording bank...were the conversations recorded? Nope! No such thing...but he is willing to continue to rip me off by keeping the $300 on there, then removing one year from my policy to make my policy about $300 less. Hmmm...does this sound right?

Sears Essentials on Woodyard Road Clinton, Maryland, 20735, pulls bait and switch on lawn mower. Lawn Mower Pictured on the box isn't what's in the box. A Cheaper model placed in box, Sears has failed to address problem, store manager now lies, probably since problem has gone on so long.

The lawn mower I purchased from Sears of Woody yard Road, Clinton, Maryland. This mower was purchased the day after black Friday. Without a store model I purchased it by the picture on the box, the mower I received was not what was in the box, Sears has failed to respond with a resolution, in fact I have phone corporate on 12/1, 12/5, 12/7, 12/8, 1/8/09, 1/16/09, 2/16/09, 3/7/09, 3/12/09, 3/14/09.

Once I did speak to the store manager in which she turned around the story of the wrong lawn mower such as “you weren't here on the right day?" “You got a bigger box?" To the point I became frustrated and wanted to speak to the district manager.

I phoned again today 3/14, at which point I was told the store manager has spoke to me 9 times, this is untrue! I'm furious that the problem has not only NOT been corrected but the store manager has now lied; you cannot speak to a district manager now that a store manager has SAID they have corrected the problem.

The problem is, Sears sold a lawn mower the picture on the box is NOT what was inside the box! I was told on all the calls listed above that someone would be contacting me, they haven't! I want the mower that I paid $180 for to be the one pictured on the box.

For the last two-three years I have been trying to get Citicard (Sears Mastercard) to correct erroneous charges and reckless accounting on a credit card I had with them. I have sent letters to the president of Citicard, I have filed complaints with the OCC (still under investigation), all to no avail. Until last month when I told them I REFUSED to pay another dime until they got my account straight, I was FORCED to pay minimum payment on erroneous charges to protect my credit which is PERFECT. When asked to provide an accounting, they sent a list (both to me and the OCC) of payments and finance charges and other unrecognizable activity. No accounting as to how they came up with the balance. They are cocky, unapologetic and now are calling me on my cell phone to further bully. I PAID OFF THIS CREDIT CARD OVER A YEAR AGO. I have NEVER had a late payment on any loan or credit card. I am being financially blackmailed - forced to pay or have my credit compromised. They are unintimidated by the OCC and treat it as a joke. They have now raised the interest rate from 6.99 to 27% and charged me 39.00 for a late fee - all because I told them I would NOT pay another dime until they provided proof that it was correct -which they cannot do. I notified them by certified mail AGAIN that I wanted an accounting of HOW they came up with the amount they say I owe. I have over 200 pages of information, correspondance, etc... I got a letter back from Stephen Neal in the Presidents Office at Citigroup stating that they would not respond to any more letters that I send. They also cut me off from being able to email customer service from the Sears Mastercard site. Many payments I sent originially were not posted correctly - ie...I would send a payment for $200.00 and they would post $177.95 on my account. That happened time and time again. They charged me three times for a single purchase. They later backed it out but the finance charges are so messed up because of the entries that it is undiscernable. They call me on my business cell phone 7 days a week, at least 3-4 times a day. Often times they just hang up on me. I have an appointment with an attorney this week. And they wonder why they are going under...Geez!

Be VERY aware of what you're getting when you call 1-800-4-MYHOME! Based in a country with a name I can't pronounce, these "customer service people" will offer you two options. One, suck up the $65 plus whatever parts and whatever labor and whatever else they can think up. Or there's option two: pay $250 plus change, which will cover your parts, your service call, and labor to install the parts-which (bonus!) it warrants the repair for a year. Also, you get a $400 certificate for a new appliance if it cannot be repaired. Sounds good, right? WRONG! The part they CONVENIENTLY forget to tell you is that it only covers up to $500. You think you're done paying BUT YOU'RE NOT!

Soooo...we could have paid $65 for the service call to get a diagnosis, bought the parts ourselves and come in at just over $400. As it is we have to pay a total of $579.

As a small aside, I have bought FIVE new Kenmore appliances at Sears. All are under five years old. FOUR OF THE FIVE have already required major repairs...luckily for us my husband could do the other repairs. TELL YOUR FRIENDS!

I purchased a 3 year service agreement for my Sears purchased appliances in March of 2006.
I spent considerable money to cover all of my appliances. I made a point of buying these all from Sears, as my family has been loyal to this store for years. I also had heard the service agreement would be a good one.
I have had Sears come each of the last 2 year sto get them to do the annual service check. On each occassion they have found some issue to fix. I felt glad to have this coverage. On ost occassions the workers were thorough and conscientious.
These past few months I have been getting a deluge of phone calls from an 800 (866?) number that ended in 2024. On several occassions, when I answered there was noone on the other end. Research on the internet uncovered that it was a Sears number. I chose to answer a couple of weeks ago. They were trying to sell me an extension to my service agreement. I declined the service, but asked to be connected to Service, so that I could book my final appliance maintenance inspection. On the last two occassions that transfer was dropped.
Today i phoned the sears service peole, aftrer talking to at least 5 people, it turns out that my service agreement expired March 8th, and they say there is nothing they can do for me. Further, the last supervisor, Mona, advised me that my wife had declined service when a call was made to my home. I am not married.
I was advised that there is no exception to their rule and I will not recieve my final service call.
I am very disappointed.

First off, let me say I am a mom of a three year old, currently on disability for a bad back (sciatic nerve pain), ordered off work by my doctor and not to be lifting anything heavy. I purchased a Prima TV as a birthday gift for my son from Sears, March 2008. I got the TV home, my 70 year old grandfather and I manhandled the massive box up the two flights of stairs (I live in a townhouse), got the TV set up only to discover it gives off a horrible noise that would not go away. I called Sears and was told to return the TV and exchange it for another one as per their 30 day return policy on electronics. So, I called a friend and asked him to come assist me in removing and returning the TV. I did the exchange at Sears, got the TV home with my friends help and set it up...it appeared to work fine, but after only two weeks all the buttons ceased to function. The remote still worked though. At this point the Sears 30 day return was passed, so I contacted the ghosttown that is Prima Electronics (seriously no one answers the phone) and a service technician came to my home. He declared the TV required a new main board, told me that part had to be ordered directly from Prima and should take about 10 days. So a month goes by, still no part, countless calls have been made by myself and the service company to Prima. Eventually, I get a call from Prima authorizing me to return the Prima TV (again) back to Sears and to either get yet another Prima or another TV of my choice. Being that I am more than a little annoyed with Prima, I choose an RCA TV instead. I get my neighbour to help me this time with the exchange done February 2nd, 2009 and getting the TV into the house, in the process damaging my back further and being left barely able to walk for 3 days. The RCA is set up, and it is giving off a horrible strong odor like a bandaid burning! So, I wonder if this is the "new tv smell" that some electronics give off, but it is VERY strong smelling and does not dissipate after 12 hours of leaving the TV on. I call Sears, they have no more RCA's. From there I am given a run around over the next 34 days, being passed from person to person, being accused of doing something to the TV's, questioned as to why I didn't buy an LCD, treated like total garbage, and finally ended up calling head office. After making FOUR calls to head office, Sarah, Marilyn, unknown person who drops the call after leaving me on hold, Shauna, I am told by the supervisor that someone would come service the TV, she is personally setting this up for March 9th and someone will call to confirm...no one showed up after two days of waiting. March 10th, 2009 I make call number five and I am told by head office to call another number for "Escalated Divisions". I am told by Tanya, that Sears is not going to service the TV, she refuses to give me her superiors name or number or to transfer the call, tells me to write a letter, have a nice day and proceeds to hang up on me! I call back and get someone equally as rude, who tells me the same thing, pulls the name Jean-claude out of a hat, refuses to connect me or give me a contact number for this person, at which point I lose my temper and yell at her lol She also hangs up. I call back and get Pierre. After explaining the situation for the 7th time and after a lengthy wait on hold, Pierre comes back and says he has waived he 30 day return policy, I may return the TV to Sears for an exchange. I explain again that I cannot lift the TV and that I was told there were no more RCA's to do an exchange. Pierre says that over the past month somehow Sears Marlborough now has two RCA TV's in stock. I am told to contact Terry... no one knows who I am talking about when I call Sears. They finally figure out this is someone in "loss recovery", who is currently out to lunch (even though she just spoke with Pierre). I leave my name and number with Bob in electronics, requesting that he check the inventory for these two RCA TV's that Pierre is telling me are in stock, and to call me back and confirm these are not floor models, but in fact new RCA's still in the box. I now await a call back from Bob, Terry and still have to work out an arrangement to have the (new?) RCA TV delivered to my home without charge...wish me luck! I think I am going to need it :| In closing, it goes without saying, do not purchase electronics from Sears!

Sincerely,

Lisa S.
Calgary Alberta, Canada

Sears and their terrible 3rd party support company should be avoided at all cost. I recently had an issue with a Samsung 650A flat panel TV. I called for support and was told by the 3rd party to bring it to the store for exchange. After packing up the TV and driving to the store, Sears refused to honor the tech's recommendation. Apparently, the tech did not want to work on my issue and used the exchange as a way to get off the phone. Sears acknowledges that Samsung has had repeat issues with HDMI inputs but hids behind their outsourced support company to avoid proper resolutions. If you are considering any appliance from Sears, do your self a favor and go elsewhere. Sears and One call don't deserve your hard earned money.

Dated March 6, 2009
By
Melanie Westerkamp

There Oughta be a law! And if I were writing it, it would read; "A company will not be allowed to sell any items they do not have in stock, without explicitly stating in writing, when the item will be available for pick up or delivery, and then following through with it."
On Black Friday last year, (for those of you who don't know, that would be the day after Thanksgiving day sale) 2008, my husband walked into Sears in the Gateway Mall and purchased a Front loading washer and dryer set that they had on sale for half price.
Not being in the habit of paying for Items that we are not physically taking with us, and with the promise of a delivery date set as Feb 4, we decided to put it on our Sears credit card.
On the night of Feb 3rd, I made a phone call to Sears and asked if they could tell me for sure that my washer and dryer would be ready for pickup the next day. I was put on hold after giving my information and when she returned to the phone I was assured that the truck would be in the next day and my set would be on it.
In preparation of those facts, after disconnecting from the conversation, I gave away my washer and dryer set. My husband went to Sears to pick up the new set the next day to find that it wasn’t delivered on the truck, and the new delivery date was set for the 6th, two days later. The reason for this he was told, was because at the time of that sale they only had 30, 000 of those sets and sold 90, 000.
60, 000 of those sets that they sold and received payment for had not even been built yet. After another promise delivery date of Feb 20th, and four visits to the laundry mat = $40.00 spent there, and one hickory work shirt ($30.00) shrunk from an over heating dryer later, we still have no washer and dryer. We also don't have any more promises from Sears, now they are calling it an approximate delivery date of March 20, 2009.
Since the last total spent of $40.00, I have spent additional $30.00 approx (not incl. my time) and used three girlfriends and families washers and dryers while visiting with them anyway (also not incl. their water and electric use).
My Mother and Father needed a new microwave last year and so they went to sears to purchase it. Again, since they did not have the one that was needed to fill the hood range at home, it was ordered and they were told it would be in, in two weeks. During that time, it snowed and iced up the roads, and where they live it was pretty treacherous. At the end of those two weeks they got a phone call from Sears stating that their microwave was available for pick up. When my Father got there he was told that it hadn't arrived yet. A normal twenty minute drive took him forty minutes that day because of ice on the road. He is a self employed Man and his time from work already had him feeling antsy. When he found out that he had been called out to Sears, from Sears, for nothing, he was so angry he cancelled that order and told them he would never be back.
I don't feel I have the same option of just canceling the order of my washer and dryer the way he did his microwave. For one, I could not find another set so well priced, two, the two rebates have already been utilized and our taxes have been filed with the receipt of one rebate.
Had I known that there was even the slightest chance delivery could not be made when it was first promised (hence the phone call to Sears on the 3rd), I would have never given my set away. To make up for all this, they have deducted $50.00 from our bill and we are told that we can receive 3 boxes (or containers) of laundry soap of their choosing, when and if, the washer and dryer set arrives.
I have never been one to look a gift horse in the mouth, but to be honest, that just doesn’t wash away my frustration resulting from this situation! Fact is, since there was no contract stating a delivery date, we don't have any options.
My objective in writing this letter for all to read is just this, well, obviously to relieve some of my own pent up frustrations as well as making a statement, and that is, that any company, as long standing as what Sears and Roebuck has been, in my opinion, should have had the foresight and been better prepared for this situation.
And maybe they were, ? After all, they made no promises on paper; we were the only ones that did that, in signing our name and promising to pay our bill no matter how we feel we are treated in the interim.