I went to my local store Sears in La Crosse WI at the end of September to get a Kenmore Elite washer and dryer. After I purchased it the salesperson Ruth checked and the earliest date that it can be delivered wasn't until early November. I didn't want to wait that long but asked her if I can always call back o check for an earlier date and she said yes and so it was processed to be sent in the early November. I called the Sears 1800 number maybe a few days later/a week later to see if there is an earlier date and they told me to go back to my local store to do that. I went back to my local store to set up an earlier date and Ruth was helping me again that time. It was changed to October 9, 2010. On October 6 they left me a message saying that my appliances can't be delivered on the 20th of October. I called them back on my break time cause I was at work at that time; I talked to a guy from the customer service and he said the reason why it's going to be delayed is because the pedelstals aren't done yet. I told him that I would like my washer and dryer delivered on the 9th because I need to wash many things because I will have a lot of guests over that weekend. He told me that he will make sure my washer and dryer will be sent excluding the pedelstals. The next day I got a call from Sears saying they can't deliver my washer and dryer until the 20th of October again. I called them back and wanted to talk to the person in charge; they told me that their supervisor was busy at that moment but they will tell their supervisor to give me a call back. The supervisor never called back and so I just let it go and have them deliver it on the 20th.

On October 20, 2010 I was at work and my fiance was at home. The delivery team came and delivered my washer and dryer. When I came home from work at 3pm I went straight to my basement and was so excited to see my beautiful red washer and dryer and then...I saw my scratched floor and my scratched dryer. I was so mad and I asked my fiance about the delivery. He told me that they told him to sign the consent form and they only installed the washer. My fiance told them how to arrange the washer and dryer but they didn't listen to him. They told him that they are going upstairs for a bit but they left. I paid $70 for delivery and installation comes with it but they only install the washer and so my fiance have to install the dryer. I called Sears 1800 number right away and told them how disappointed I was to see scratches on my dryer and floor and especially them not installing everything. I also told her that I would like to speak to the delivery manager plus someone that can come fix my floor. She said that she'll let them know and it can take 48-72 hours for a phone call back.

On October 26, I haven't receive a call back and so I called them back. They said that they will replace my dryer and pedelstal and I will have it delivered it by the next day

On October 27, the delivery team came to deliver my merchandise but they forgot my pedalstal. There was only one guy that came in and he went to the basement to check on the scratch on my dryer and went back upstairs. I told him to send the dryer back because the pedelstal did not come with it and don't want to get another charge for delivery and so he took off. I called Sears 1800 number right away at 11:37 and talked to Ginger. I told her that the delivery was wrong and I would like to speak to a supervisor. She told me that she will have the supervisor call me. There was no phone call and so I called back at 1:40pm and talked to Viola. I got disconnected 2x. I called back at 1:50pm and talked to Lisa. She transferred me to JD in the Home Delivery Solutions. I told him what was going on and he told me there's an open spot the next day for delivery but there is no specific time when it's going to be delivered. He also told me that Todd Fritzled will call me ASAP but I didn't hear back from him.

On October 28 I went to my local Sears and returned back the dehumidifier and water dispenser that I ordered online because I got a gift card from purchasing the washer and dryer.

I didn't get anything delivered and so on October 29, I called at 8:43am and talked to Ellen. I got disconnected and called back and got her again at 8:51am. I told her that I'm sick of this and want to return everything. I was on my 30 minute break at work then and told her to tell her supervisor to give me a call after 3:30pm. Still no phone call from any of the supervisors. I called back at 3:41pm and talked to Brenda. She gave me the number 954-349-1500. I called that number and reached a male and he was really rude to me. He asked me how did I get his number and I wasn't supposed to call him on that number. I told him that I got his number from the customer service and told him what was going on and he told me that he didn't get any phone calls on anyone that was complaining. He asked me where I was calling from and I told him that I'm calling from La Crosse. He then says in a rude voice "oh...you're the one that claims that my delivery team damaged your floor? He told me that he inspected your floor already and there is nothing but just oil". I told him that the delivery guy didn't even tell me that he was here to inspect my floor, he went downstairs where they put my washer and dryer in and looked at the scratch dryer and that's it and I also said that if the delivery guy had told me that he's here for an inspection I would have point out where the floor damage is since it's not even hard to see where the damage is. And then he said that "well they came to deliver your product and you told them to take it back". I told him that they told me that they only have the dryer but no pedelstal and so that's why I told them to take it back and I don't wanat another delivery charge. That guy that I was talking to was really rude; he told me that he's in Florida and that he's the manager but to me he didn't even act like a manager and I wasn't treated like I was a customer; it was my first time purchasing something expansive from Sears and this is how they treat their customers? We eventually ended our talk.

On November 16, I called the 1800 number for customer relations and got a damaged claim. Shawn, the person whom I talked to told me that it will take at least 30 days for them to call me back about the claim.

It went past 30 days and there was no phone call and so I called on December 21 at 3:47pm and talked to Gerry. he gave me another 1800 number to called. I got transferred to Sandy and then to Krista. Krista works for the Fecqwick 3rd party claim examinert. I got another claim number and it will take 2-3 days to process it

In either November or December I had went to my local store right after work and talked to the laundry department manager, his name is Andrew. Ruth was with me at that time. I told him what had happened and that I had talked to this guy on the phone from Florida and he was really rude to me. Andrew told me his name was Rob. I told Andrew that Rob did not act like a manager and he didn't care for his customers and he was yelling at me over the phone. Andrew had apologized to me on behalf of what had happened. I told him that I don't want the washer and dryer anymore because they made this so complicated and in the near future if there is something wrong with the washer and dryer, I don't want to deal with the same thing over. He told met to keep the washer and dryer and he will get a hold of Rob. I got a call from one of the manager there. He told me that Andrew said he will give me a $200 discount for my scratched dryer plus they will fix my floor and so that's why I did not return my washer an dryer thinking that my floor for sure will get fixed.

On January 7 I called my local store and got 612-379-6062 claims department number from Ruth. I talked to Cindy and she said she will have Lee Sweet call me.

On January 10 I called that number again and couldn't get a hold of Lee Sweet

On January 11 I called at 4:17 and got a hold of Lee Sweet and she gave me her email address and I sent her the pictures of the basement that was damaged from the delivery team. We have been emailing 3 times until the last 2 week when she told me that she can't do anything about it and for me to contact my local store.

Today is January 16 and I called and talked to Andrew at 3:55pm. He sounded agitated at that time. He told me that there was no guaranteed that my floor was going to be fixed and if Rob or Tom had called me yet because they were supposed to call me and I told him that I have no miss call or no voice mail from them. He told me that he will call Rob and tell Rob to call me. At 4:12pm I got a call from 954-745-2120. I talked to a women name Carmen. She asked me what happened and I told her that my floor was damaged since October and nothing is being done yet. I wasn't there at the time that they delivered my appliances and so she didn't want to talk to me; she talked to my fiance instead. I was in the room the whole time they were talking but didn't really hear what she was saying to him. Ho told her what happened but she told him that since he had sign the consent form; they can't do anything about it.

In this past almost 5 months that I had purchased this washer and dryer from Sears and I was a new customer, I felt that I wasn't taken seriously and I felt mistreated. All they did was transferred me to different numbers and I talked to many different people that don't know what was going on and they say that they will do their job but they weren't doing their job. I have many claim numbers but they can't find except one but nothing was done either for that. The local Sears manager from that department told me to keep the merchandise and will take $200 off from the scratches and will fix my damaged floor but now I got screwed up because now he said that he had never said that it will be fixed. I have been so stressed over this and don't know who to talk to to get this solved. People at my work know what is going on and they see how stress I am when I go to work. All I wanted is my floor to be fixed and for Sears to take responsibility for what they have done. I really need someone from the top worker to call and contact me because like I said this have been going on for almost 5 months now. What should I do?

I have been a long time Sears client, but no more.
6 years ago I remodeled my house and bought several Sears products, Frig., counter top stove, oven, dishwasher, etc. On 7/09 my stove top controls shorted out and caught fire. I called the Sears 800 service and repair number. After spending most of the day trying to talk to someone I fianally got an appointment set up for saturday 7/11 between 12:00 and 5:00pm. At 5:35pm the service guy calls me and tells me he's not going to make it and that I would have to reschedule (this was after repeated calls trying to find out where he was).
I must ad this was the last day of my grandkids visit who were from out of state and we would have more rather spent the day doing something then wait for a repairman that did'nt show. On Monday 7/13 I called to complain with a manager at the 800 service and repair center, they set up an appointment that following Wednesday. The repairmen came out and identified that the electrical harness had shortened out. He than ordered a new one. Today 7/21 another serviceman came to install the new electrical harness and he found that the last serviceman had ordered the wrong one. It is now 12 days with out a cook top and no end in sight. The current repairman says if the part is in in time he will come out on Saturday 7/25 and istall it. My wife has a baby shower scheduled for our daughter this Saturday and it looks like she will have to rent something cook on or cancel this event thats been planned for some time. What a horible experience, I know that Sears have had problems and have come close to goinng out of business, with service like this I can understand. I am so upset that I plan to post this on as many web sites as I can. Bottom line I'm sure that at one time Sears would have recociled this situation but I doubt this is ever read. "BestBuy here I come"

The interior lights, do not go off when doors are shut. My Elite has melted the plastic bulb cover... Fire hazard??? Beware people!