My husband and I had decided to purchase a new refrigerator as our Christmas present to each other. We have had and account with sears for approximately 10 years and usually have very good luck so we did not give a second thought about gong there for our new fridge. We researched the item that we wanted for a few weeks went in to the store several times and measured numerous times before we made our final decision. We went in to the store to finally make our purchase. Alex was our sales associate and he was very nice and helpful. We gave him the dimensions and we picked out the fridge.
I received my phone call confirming my delivery as explained to me in the store. Although we have made many purchases through sears this was the first time that we used their delivery services. The delivery men arrived early and according to my husband they were very helpful. The problem arose that in all reality the fridge was too big. The dimensions that were advertised in the store were in correct. The tag read that the fridge was 351/2 wide and that would have been fine but the fridge was actually 353/8 this is what created the problem for us that difference made it so we were unable to open the door all the way. We were also told that if in a 90 day period we did not like the fridge for any reason we would be able to exchange it no questions asked.
We discovered after pulling the fridge into the middle of my kitchen so that I could open the doors that when it was brought into my home there was a huge crease down the entire left side of the fridge. My husband called the store and like we were previously told we could go in pick out a new fridge no questions asked.
My husband went down on Friday January 1, 2009 to get this taken care of right away. Upon arriving at the store this is when our real troubles began. the store was substantially understaffed and we had to wait for an associate to assist us. Alex was off so we dealt with Ryan. Ryan was extremely patient and helpful. Once he helped us find a fridge that would fit he brought us over to process the exchange, but he needed a manager approval. It just so happened that the manager Anthony had gone to lunch and was no where to be find for 2 hours. Ryan eve tried to reach him on is personal cell phone and he did not answer. Once he finally got back and had to be paged for what seemed like the hundredth time. He came out and had no sympathy for the fact that we had been waiting 2 hours and could not help us get any answers to confirm the delivery of our new fridge. Due to our inconvenience they decided that we could do any even exchange for the fridges waving the $75.00 difference of our new fridge from the old one. When we left all Anthony and Ryan could tell us was that it looked like the fridge would be available for Sunday delivery and we would have to call first thing on Saturday morning to confirm the delivery of our new fridge.
I called at 9a.m. Saturday morning was given a different number because i was not doing and even exchange. So i now called this number and got associate Kathleen, she explained that there was no way i could get my fridge until Monday. Like most people my husband and i work Monday through Friday. My husband had already been on vacation for the holidays and was able to be home for the first fridge as soon as we noticed there was a problem we immediately went in to have it corrected for the fact that we knew we would be gong back to work and our window of opportunity was limited. Kathleen explained that Sunday deliver was not available and that Monday or Saturday the 9th were two of our options. This was not acceptable to us. We have now wasted over 2 hours in the store with no one being able to give us a straight answer and no we are getting a whole other story over the phone. Not to mention Kathleen explained that n order to place our order we had to pay and additional $120.00. So now the price has increased even more than in the store it looks like i will have to take time off from work to be here when it is convenient for your company, so i am loosing more money. A major problem is that everyone we talked to gave us a different story and when we challenged them and explained what we had already been told they basically told us they did not know and washed their hands of us.
Like I previously said we have never used Sears delivery service and now that we have it has been nothing but a huge hassle. This experience has completely turned me off to Sears i am ready to pay my balance in full on my card and close the account. I will find alternate places to purchase my appliances and other home products.

Highly Unsatisfied Customer