Sears
Replacement Ignitor Arrived Late and Broken, Then Unordered Part Charged

I too have been a loyal Sears customer for about 5 years and two houses worth of appliances. I ordered a replacement ignitor for my GE stove from Sears parts direct on 12-7-07. The gal on the phone said it would arrive on 12-12. It hadn't arrived so I called on 12-15, they advised that it wasn't shipped until 12-11 and would arrive that day, 12-15. It didn't. Unfortunately, and this was FedEx's fault, it was shipped from Indiana to Chicago via Connecticut. So when it finally arrived on 12-20, mind you this is 8 days later than promised by Sears partly because they shipped it late, it was broken. When I called on 12-21, the CS agent told me that they had just suspended all overnight shipping that morning, so had I called 5 hours earlier I could have gotten the part overnighted to me. Instead, because of the holidays, I wouldn't receive it until 1-2-08. That's almost a month after I ordered it. I told her to cancel my order and refund my shipping, I would purchase it elsewhere. So when I received another replacement igniter last night from Sears, that I didn't order but am still being charged for, the CS manager told me that there was no record of my conversation with them that cancelled my order, or when the CS rep advised that she would also refund my shipping charges. This has gone from bad to worse, to worst. Part of the advantage of shopping at Sears is the great service. With that gone, I really have no incentive to continue shopping there. I plan on telling anyone who asks about the terrible experience I have had.

Company: Sears
Country: USA
Site: sears.com

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