I am actually writing this on behalf of my boyfriend since his frustration level peaked long ago. At any rate, on Black Friday (November), he purchased a Kenmore front-load washer, dryer & two floor pedestals for a pretty reasonable price. He was then told by Sears that the washer & dryer were out of stock until Feb (for which he didn't have a problem with, which was quite different from my feelings)!
Ok, so February comes around & he's contacted by Sears that they will deliver the washer, dryer & pedestals in early February (which happened to be a workday that he took off for this purpose). Two delivery guys came with the washer & dryer. He then informed them that he'd also ordered two pedestals for which they were not aware. But after going back out to the truck to look, lo & behold, the pedestals were found! The delivery drivers then informed him that they were the wrong pedestals for his machines & that they would be back out to deliver the right pedestals on the following Sunday. For his trouble, he was to receive a $50 gift card...
Sunday comes & goes without a delivery or word from Sears. My boyfriend calls to find out when he should expect the pedestals & he was then told that those particular pedestals are no longer being manufactured & that his original order for the pedestals had been cancelled!
After several visits to the store to speak w/two different floor managers to try & resolve this issue, it was all in vain. He could not seem to get a return call & when calling the customer service center, he was basically told that they could not resolve the issue because they could not make outgoing calls;they could only accept incoming calls. This is not a joke, I witnessed this phone conversation first hand! I even faxed a complaint letter to a fax number provided on the corporate website; it's located in Hoffman Estates, IL, but still nothing happened.
When he'd finally had enough, he cancelled the order & contacted Sears to come back & pick up the washer & dryer since the pedestals were no longer available. He was then told because he was cancelling the order that they could not issue the $50 gift card that he was originally promised because he was cancelling the order.
During this time, the cost of the washer & dryer hit his Sears account & Sears had the audacity to charge him a 15% restocking fee! Again, he had to make several phone calls to get the charge removed & finally about two weeks ago (mid- March), he spoke with yet another manager at the Sears NE location to have the restocking fee removed, along with the credit for returning the washer & dryer. This manager also promised him a $50 gift card for his trouble, but still he has not rec'd it to date.
I still cannot believe a store like Sears allows something as unfortunate as this to happen, especially considering the current economic conditions & with businesses needing loyal customers now more than ever!
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