Sears Holdings Corporation

I purchased a Craftsman Tlawn mower from my local Sears in Middletown NY about two years ago I purchased this mower because of the wonderful memories I had with Craftsman mowers growing upYou could always find parts, and local supportUnfortunately, my experience with Sears, and Craftsman has been anything but what I expected
The Tstarted losing power only after a few mowsWhen I approached the local store they stated there was nothing they could do and that I should bring it in and pay to have it looked atI expressed my concerns with that, as I had only had it for about two months, and assumed there was some sort of warrantee on itThe gentleman I spoke to informed me that because I didn't sign up for home repair services I was out of luck
I changed the oil, and filters myself and was up and running fine Then a few months later the blade engagement cord Part #**SSN**W broke It was the end of season so I put it aside and waited till the following spring to order the part
Easy enough to fix on my own so I went to the local Sears looking for the partI was informed they do not carry any parts and I would need to contact "Sears Parts Direct" I called this number and ordered the part Everything seemed fineThey said I would have the part in a bout a week
Two weeks went by and the part still had not arrived, and I had not heard anything from Sears I took it upon myself to call and checkIt was then that I was told the part was on back order and wouldn't be in for a month At this point I was to be without a mower for the beginning part of the summer which was unacceptableThey had no answers for me, but they did offer to refund my shipping costs
When the part (the blade engagement cord) finally arrived it was about a foot too shortWhen I called to ask what had happened I was informed that that was the correct part for my mower, and they couldn't understand why it didn't fitI assured them it was NOT the correct part as I ran it identically the way the original part was installed
They told me they would have to open an investigation with their parts team and asked for the measurements of both cordsI was able to provide exact measurements for the new one, however the broken one I would be about 3-inches off due to the fact that it was broken They took that information and informed me someone would contact me in about a week
I received a call from that department asking for the measurements againI again provided all the information I couldThe lady on the call informed me that she needed the "exact" measurementsWhen I informed her that would be impossible since it was broken she stated she would see what she could do
I heard nothing back from anyoneI called "Sears Parts Direct" a number of times, and every time I would be the same storyNO ONE could help me get the part to get my mower up and running again
I decided I might get somewhere if I went into the store to speak to someone I was able to find an associate working in the outdoor/mower area of the store here in Middletown NY I explained the issues I had been having, and that in the end I just needed to be able to use my lawn mower that I had spent $on He informed me that the only way I could get the part is to sign up for Sears home services, and because I did not do that I would probably not be able to get the part I needed He also stated that Sears keeps some parts for themselves and will only provide them to the customers who sign up for the home services
This has been a battle now for two years, and I am done with itI have not been able to get ANYWHERE with the local sears, their call centers, or their parts departmentAt this point I spent $on mower that I CANNOT use
I can no longer in good faith recommend ANYTHING from Sears, as it is clear they are built poorly, and worst of all, they do not support itIt would be great to finally have closure on this issue, but I am not holding my breath

July 26,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: * *** * *** *** Dear Ms***
We have completed the investigation of Ms*** complaint
regarding her dissatisfaction with the delay in receiving her credit for the return of her online order
Upon receipt of Ms*** complaint we researched and, according to our records, the credit was issued on July 16, on store salescheck #*** in the amount of $to her credit card ending in *** Ms*** can check with her banking institute if the credit has not posted to her accountWith that being said, since we have addressed the issue brought forth in Ms*** complaint, we have closed our file
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

October 27,
Nita ***
Revdex.com
North Wabash Ave., Ste***
Chicago, IL
Re: # -
Cheryl ***
Dear Ms***:
We have completed our investigation of Ms*** complaint regarding services on her free standing ice maker
After reviewing the service history and discussing the issue with Ms*** we authorized her for a replacement of the free standing ice maker under the terms of her Master Protection Agreement (MPA)She has been provided with the necessary information to select a new free standing ice maker, and she has my direct contact information in the event that she requires further assistanceAt this time, since it was our understanding that this resolution met with Ms*** approval, we have closed our file
We apologize to Ms*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Vanessa L***
Regulatory Complaint Specialist
Sears Holdings Corporation
*** direct
Vanessa.L.***@searshc.com

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** * *** * *** * ***
class="InsideAddress"> Dear *** *** We have completed our investigation of Mr*** complaint regarding his repair experience for his in warranty *** TV It is important to note that while an item is under the manufacture warranty it is the manufacture that dictates if an item will be exchanged or not once outside the Sears day return policyWith that being said Sears was informed by *** on January 12, that they had authorized an exchange for Mr*** TVThis was sent to his local store in the *** *** in Middletown New YorkMr* *** need only go to the store or call and request to speak to the manager *** *** ** *** and they will assist in the completion of the exchange We regret that Mr* *** had an unpleasant experience with our customer service network, but can assure him that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that he was not informed of the manufactures procedure for an exchange therefore causing him any inconvenienceWe respectfully ask that this matter be closed, since *** has exchanged Mr*** television and we have noted his candid feedback We apologize to Mr* *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # *** - *** ***
class="InsideAddress"> Dear Ms***: We have completed our investigation of Ms***’ complaint regarding service under her Sears Home Warranty We would like to point out that we received Ms***’ complaint originally in November under the Revdex.com case # of *** and a closure letter was submitted on December 7, stating the following: We would first like to point out that *** *** *** *** (***) is the obligor of the Sears Home Services Home and Appliance Warranty Programs (*** ** * ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programsThis is clearly stated under the terms and conditions of Ms***’s contract On receipt of Ms***’s complaint we reached out to ***, we found that Ms*** did enroll in the Sears Appliance warranty when she called for service on her refrigerator on April 6, Our records also show that Ms*** contacted Sears on May 27, to check on the A/C maintenance check which she was not able to get done for since it was past the time period for this warrantyWe have no records indicating that Ms*** requested to have her Sears Appliance warranty cancelled in May when she was first informed that she would not be able to schedule the A/C maintenance checkup. It is important to note that we show that our next contact with Ms*** was on August 15, for service on her microwave; the service on her microwave was completed under the Sears Appliance warranty on August 20, If Ms*** was upset and felt that she had been misled of the coverage of her Sears Appliance warranty the time to have addressed this matter was in May of when she was informed that the time window for the A/C yearly checkup had past and not months after enrolling and repair services completed under her Sears Appliance WarrantyWe show that Ms*** is enrolled until April and she will be able to schedule an A/C checkup for this year, but if she still wishes to cancel the warranty she need only call *** directly at ***Since we have addressed Ms***’s complaint and are unable to honor her request for a full refund of all premiums paid on the Sears Appliance warranty we have closed our case With that being said we have no record that Ms*** requested a winter furnace checkup when *** attempted to contact her they were unable to leave a message as there was no voice mailSince we do show service has been done not once but twice under the Sears Appliance warranty our reply remains the same, if Ms*** wishes to cancel the Sears Home warranty she will be responsible for the first service call as indicated when she enrolled in April of Ms*** need only contact *** directly at *** to have the home warranty cancelled We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** L*** Regulatory Complaint Specialist Sears Holdings Corporation *** direct ***.L.***@searshc.com

At one time Sears was a reliable company for servicing customersThat situation no longer exists
I purchased a central air conditioning unit from Sears in June of The installation was satisfactory and the unit worked well for the first cooling season
When we turned the unit on for this cooling season, the compressor seemed to run properly but the blowers which distributes the cold air would not operate therefore no cool air was distributed thru the house
Then our tragic comedy of errors beganWe called the number for the repair service which Sears had given us, with the assurance that all repairs would be handled promptlyWhen we called the number we were told that the installing contractor had up to hours to get back to us to talk about the repairsNow, we happen to be two elderly people, including my year old husband, and the forecast was for extreme hot weather with temperatures in the 90s, which would be very difficult for us
I explained that to the agent and was told they would do their best
"Their best" turned out to be disconnected calls ,lies and transfers to non-existing extensions resulting in more futility and delaysWe were told that someone would be
out between 8am and 5pmOf course nobody showed up and nobody called us
This started on the Tuesday before the Memorial day weekend and all of our efforts, from Tuesday until Friday, to reach a service person before the weekend were in vainWe were finally told nobody was available until the following Tuesday!
Is this the way Sears now treats its customers?

October 6, *** ***
class="InsideAddress">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dishwasher repair First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his dishwasherWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr*** Upon researching Mr*** complaint, we found that he was scheduled for service on October 5, 2016; the appointment was moved up from October 19, 2016. However, the appointment was canceled on the day of service. Mr*** was contacted to see if he wished to reschedule and he advised that he had canceled the appointment because he had another service provider repair his dishwasher. In Mr*** complaint, he requested either the refund of the third-party repair cost or a refund of his protection agreement. As a courtesy, we are willing to provide Mr*** with the full refund of his Master Protection Agreement (MPA) with the understanding that the remaining coverage will be canceled. If Mr*** would like to accept the $refund, he can reply to *** In the interim, since a fair resolution has been proposed, we ask that this matter be closed Again, we apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:
I do appreciate the apology from the Sears representative I'm not sure if he is understanding how their mistake cost me additional money .Had my freezer been at the store as they originally said, I would not have had to pay for delivery I had someone who was lined up that week who could have picked up and delivered at no charge Instead, I had to pay someone else to do this I am a single 'unemployed' mother Every penny counts in my house As I stated before, none of this would have happened if I made my purchase at *** ** *** *** I'm really surprised Sears would be a bit nonchalant about retaining a customer in such a competitive market I guess my business is not worth it to them
*** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
While I appreciate the warranty extension I would like a financial compensation for having to miss a day of work because Sears confirmed the appointment Sunday January and called on Monday, January to cancel the appointment the day of Not only did I miss one day of work I then had to leave early to get back to my house in time for the men to switch out the refrigerator on Thursday January As a side note when we went to purchase the new refrigerator with the credit that was given to us for the lemon of a refrigerator we originally purchase from Sears, we were never told that something on the SEARS website was a special order We did extensive research on new refriegerators because of the MANY issues we had with the old model We were only told that they were unable to get the new refrigerator until January 16, which at that point we just wanted a new refrigerator
In addition while the month extension is appreciated I fear that it will not be able to be used as SEARS finical stability is in question I would like some sort of financial compensation for the day off of work, leaving early the day of the actual delivery and to ensure that if something does happen to this refrigerator I can take out my own independent insurance on the device as it seems as though Sears may be filing bankruptcy.
Sincerely,
*** ***

September 13, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL Re: *** * *** ** *** Dear Ms* *** We have completed the investigation of Mr*** complaint regarding his online order experience and request for a full refund As clarification, our online website hosts other retailers through our Sears Marketplace programThe goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options onlineWe offer our own merchandise as well as choices available from third-party vendorsFor any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by SearsMarketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policiesSears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website With that said, our records indicate that MrMurphy placed an order with a Third Party Marketplace vendor, not Sears Holdings CorporationIn Mr*** case, the order was fulfilled by *** *** ** *** *** *** *** *** ** *** Email: *** and telephone number *** *** We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteFor Mr*** records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, ptexts, and links to third party sitesWe are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked siteThe display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content thereinIN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policiesIf you are purchasing an item from a third party merchant, please see the third party merchant's page for details After reviewing the notes in the order, we found that a full refund of $was issued on September 9, 2016, and $was credited on September 12, In closure, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Initial Business Response /* (1000, 6, 2015/09/21) */
September 21,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
This letter will acknowledge receipt of the above referenced
customer's follow up complaint, which was referred to our office for response
This matter has been forwarded to the appropriate Sears unit for investigationUpon completion of our investigation, your office will receive a response to confirm resolution of the complaint
Please feel free to contact me if you have any further questions or concerns
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
SHC Corporate Compliance
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No contact with me as of yet
Final Business Response /* (4000, 10, 2015/10/02) */
October 2,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: #***
Dear Ms***
We have completed the investigation of Ms***'s complaint regarding her purchased appliance set
After reviewing Ms***'s complaint and our records, we were able to determine that on the day of delivery, August 18, 2015, customer service was contacted by Ms*** to inform that the appliances had cosmetic damageCustomer Service offered Ms*** a $to keep the merchandise, which she agreed to
On August 24, 2015, Ms*** called in to inform customer service that the $gift card did not have her name on the cardAlthough Ms*** was offered $to keep the appliances, a $was processedWe hope that Ms***'s purchased appliances will provide her with long term satisfactionSince the delivery of Ms***'s purchased appliances has been completed and courtesy compensation was provided, we have closed our files
We apologize to Ms*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation/SHC
Direct -XXX-XXX-XXXX
***@searsch.com

August 10, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Dawn *** -# *** Dear Ms*** We have completed the investigation of Mrs*** complaint regarding her washer First, we would like to apologize to Ms*** for failing her expectations in regard to her washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** A Sears technician returned to Mrs*** home on August 6, 2016. After examining the washer, he determined that the rotor was out of alignment; he reinstalled the rotor and tested the unit. Mr*** spoke with Territory Member Associate Tina *** on August 9, 2016, and indicated that service was satisfactory. However, he further stated that the washer was still making a grinding noise and if it continued, he would contact Ms*** directly With that said, as a conciliatory gesture for any inconvenience the *** may have experienced, we have processed a $laundry reimbursement check and we extended the Master Protection Agreement (MPA) coverage on their washer for six months; the coverage now expires on August 25, 2017. The reimbursement check should be received in the next two weeks and the *** are welcome to call our Protection Agreement department at (800) 827-if they have any questions about the coverage we provided. In the interim, we ask that this matter be closed Again, we apologize to Mrand Mrs*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 6, 2015/09/11) */
September 11,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have been unable to complete the investigation of Mr
*** complaint
Our records show that the delivery of his purchased appliance was delivered on August 27, We've called Mr.*** on several occasions leaving several messages and to date, we have yet to receive a call backWe ask Mr.*** to call us at X-XXX-XXX-XXXX extension XXXXX to further discuss is complaintAt this time, we have closed our files pending the callback from Mr.***'s callbackAt that time, we would be pleased to re-open and investigate Mr*** complaint
We apologize to MrDitullio for this issue and we appreciate the opportunity to review this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com
Initial Consumer Rebuttal /* (3000, 8, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received one phone call from Sears regarding this complaintWe, on three separate occasions returned the call each time leaving a messageNo one ever returned our callWe are now at SIX attempts to delvier a freezer, with SIX times off of workOur call logs in the cell phone are the proof of calls made back to searsClosing this case, by ignoring our phone calls is unacceptableThis just more games that Sears has been playing since we purchased this freezerThis freezer has cost us much more than the purchase price and my original complaint standsI would like our money refunded for now six days out of workThat was an entire summer vacation waiting for them to show upIt is appauling
Final Business Response /* (4000, 10, 2015/09/24) */
September 24,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: ***
Dear Ms***
We have completed the investigation of Mr.***'s rebuttal to the response we previously sent
After reviewing Mr.***'s response, we contacted him on September 22, and had the opportunity to speak with himMr.*** wanted $or the appliance for freeUnfortunately, we are not able to honor his requestOur records show that an exchange had to be processed and has since been completed on August 27, We hope that Mr.***'s purchased appliance will provide him with long term satisfactionSince the delivery of Mr.***'s purchased appliance has been completed, we have closed our files
We apologize to Mr*** for this issue and we appreciate the opportunity to review this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
Direct XXX-XXX-XXXX
***@searshc.com

October 11, *** ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding Sears Home Services First, we would like to apologize to Ms*** for failing her expectations in regard to her range repairAdditionally, we forwarded Ms*** complaint to the District Service Manager and Routing Manager for further review, as we do not take these matters lightly*** *** with unit *** spoke with Ms*** on September 28, 2016, and was able to arrange for service that same dayThe technician examined the range and found that the element needed to be replaced. Although the part was immediately ordered, it was not readily available from the manufacturer and could not be installed until October 8, 2016. As a conciliatory gesture for any inconvenience Ms*** may have experienced, we have processed a 25% refund of the service fee. Ms*** should see a credit in the amount of $post to her *** account ending in *** in the next five to seven days. In the interim, since we have completed the repair to Ms*** range, albeit later than expected, and documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter. Sincerely, *** *** Regulatory Complaints Specialist

I'm speaking of the appliance repair department of this companyThey are awful! They have scheduled and canceled two appointments with meThe second time I waited days and the night before they called and canceled and said I'd have to wait additional daysBy the time I can use my fridge I will have waited nearly weeks from initial appointmentYou call in and get someone who barely speaks English reading from a scriptOverall a terrible experience

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a refrigerator purchased from the Holyoke Sears Outlet*** *** Sears Outlet Stores District Manager provided the following response: We have processed an exchange for *** ***, his new *** refrigerator is scheduled to be delivered on Monday, May 2, Sears Home Delivery will be calling *** *** on Sunday evening the 1st of May to advise him of his scheduled delivery timeIf *** *** has any scheduling conflicts he can reschedule his delivery by calling Sears Home Delivery at *** If I can be of any additional assistance to *** ***, he can leave me a message at the store, my number is ***At this time, since it is my understanding that *** *** was satisfied with the aforementioned exchange, we ask that this complaint be closedWe apologize to *** *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: Terra J *** #*** Dear Ms***: We have completed the investigation of Ms*** complaint regarding problems she had when trying to contact Sears Outlet Centers when trying to purchase a refrigeratorIt is unfortunate that we failed Ms*** expectations when she called the local Sears Outlet Centers when shopping for a refrigerator We value Ms*** patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns were forwarded to the management team of for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide her with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possibleJames ***, Sears Outlet Center, District Sales Manager informed our office that he contacted Ms*** who informed him that she has purchased a new refrigerator from the Centerville Sears storeSince we have noted our response to Ms*** complaint, we respectfully request that this complaint be closedWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Warranty Owners are considered second class citizens by Sears Home Repair We made an appointment for the repair of our *** Washing machine that is under warranty The clerk making the appointment couldn't find our warranty information, but gave us an appointment for the next day I called another few numbers to get our warranty information and then called back about the appointment to give them the warranty number The clerk said the appointment we had made was no good since it was for non warranty service She rescheduled an appointment for a week and a half later because "she didn't have anything sooner." We tried to reason the problem with a supervisor named Sam, but he said that there was nothing to be done It's not a good idea to buy a *** without a Warranty since they have so many problems, but be aware that Sears will treat you poorly

My husband and I purchased our new washer and dryer on 7/16/Our expected delivery date was supposed to be 7/23/We actually spent $dollars more on a different color so that we could get the washer and dryer sooner, because the other color wouldn't be available until AugustTwo days before our expected delivery date, we received a phone call changing our delivery date from 7/23/to 8/6/The representatives were very nice and compensated us with a $sears gift cardAlthough I was upset about not receiving my delivery on time, it was manageable
I took off work and was waiting for my delivery on 8/6/My delivery window was 1pm-3pm, but the delivery never cameI didn't receive an email or even a phone call updating me on the status of the deliveryI thought maybe the delivery man was just running late, so I gave it a little extra timeI had to call the Sears home delivery line to find out that my delivery had been cancelledThe representative explained the products weren't in the warehouse and that I would be receiving a phone call within 24-hours to rescheduleWhen I asked why a courtesy phone call call hadn't been made to me, the representative kept repeating that the phone call was being monitored and that I would be receiving a phone call within 24-hours to reschedule my deliveryFurious, I hung up the phone and waited for the next two days for a phone call with some kind of explanationI don't understand how they could cancel my order, and not even phone the customer to explain or update them on their order!
After two days of waiting, I never received a phone callSo at this point, my delivery has already been rescheduled once and didn't even show up when it was supposed to! To top it off, they never called me to explain WHY I hadn't received my product or to reschedule! What kind of customer service is that!
Today is 8/10/and STILL, no one has called to update me about my orderI started calling around this morning, beyond frustrated, trying to find answers about my deliveryThis morning they told me they didn't have a delivery date, and when I called back this afternoon (only after explaining my plans to contact Sears headquarters) did they magically produce a delivery date of this Wednesday, 8/12/How am I supposed to make plans that close in advance for work?! Thank goodness I contacted them, because no one has contacted me about the new delivery dateWhat would have happened had I not called them? The order would have shown up at my house, with no one home because WE ARE WORKING, and then it would have been our fault? I have to take off work every time they tell me their going to deliver itOnce or twice, that's okaybut now it's becoming a real inconvenienceI can't afford to take off work whenever they SAY their going to deliver my merchandiseThis is a mess!
My husband and I saved up over $1,for our new home appliances and were really looking forward to themHad we ordered the SAME washer and dryer from any other company, we would not have experienced thisI am so angry because we decided to go with Sears because of their reputation for fast delivery and outstanding customer service, only to be let down and disappointedThis entire situation has become awful and I highly doubt I will ever purchase from Sears againCustomers who think highly of a company and their products should NOT be treated like this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I JUST WISH THAT THEY WOULD SIMPLY HANDLE THE ISSUES FROM THE BEGINNING INSTEAD OF HAVING THE CUSTOMER GO THROUGH ALL THE DIFFICULTY TRYING TO GET THINGS RESOLVEDSEAR'S ECR CASE MANAGER *** WAS A TREMENDOUS HELP AND VERY PROFESSIONALTHANKS
Sincerely,
*** ***