Sears in Chanute, KS loaded and tied down a Whirpoool Range that I purchased on Dec 5. I was instructed to pull around back and someone would be there to load it. I pulled around to the alley and a gentleman rolled the range out to my truck. One thing I thought was odd was that big signs on the door said that two employyes must be present in order for back doors to be opened.
He was by himself and I asked him where his help was. He told me he does this all the time and he could load my range. He loaded it in my pickup and tied the range down. I told him that I had to travel about 35 miles and he stated the range was secure and I wouldn't have any problems.
On the way home, the range fell over in the bed of my truck and shattetered the glass front and oven door frame. I called Sears immediately from the road and they said they were sorry and that I should order a new stove or call an appliance repair center for repairs. I went home and called Sears National. They told me that when I pulled around to the loading area and showed my identification for pickup, I signed a statement telling me I was liable for loading, securing and transportation of the appliance.
I informed the customer service representative that I did not show ID, did not sign a statement, did not load the appliance, and did not secure the appliance, but that the Sears store loaded, secured, and sent me on my way. The representative said that Sears did not follow their policy and a district manager would get hold of me within 48 hours to discuss the problem. Today, Dec 10, I have not received a phone call.
I called Sears National Customer Service back and they informed me that the district manager replied to them and they are not liable for the loading and securing of items. There is nothing they are willing to do, including giving me the contact information for District Manager Bill Huff. I am truly dissapointed with the lies that have been told to me. Sears needs to evalute their treatment of customers and decide if refusing to talk to customers with problems outweighs the lost revenue from three or four families never shopping there again.
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