I was taking a shower yesterday morning before work and there was no hot water - strange. I go check the basement, there's water all over the floor. My 7 year old water heater started leaking water from the side vents. I immediately try to find out if Lowes or Home depot make same day delivery and istallations - I know nothing of water heaters. As I found out more info on what kind of heater I have, I was on the verge of ordering through Lowes, unfortunately, it was suggested I check out Sears. Oh, they have same day delivery also, and $100 cheaper. Big difference as the heater + installation costs at an avg of $900. Awesome. I call to place the order over the phone and asked them a couple times to make sure that they can do same day delivery, since they "guarantee" it if ordered before 12pm, but I wanted to make sure. "Definately" they say, you will be contacted by the installer within 2hrs. I placed the order at 8:55am, what a breeze.

Of course I had to stay home and mop my 1st round of 10 gallons of water from my basement floor and meeting a deadline as I worked remotely for work... two hours go by, huh...no call - it's 2pm now, hmm it's 3, still nothing. I call, they said wait another hour to get a call. "Wait, but are you sure the installation will happen today?" "Yes, definately." "Wait, but what time must they call me back before they can no longer do a same day installation?" They say, "5 pm. Your order definatly went through to them, I see it in the system, they must not have seen it yet" "Ok... are you sure they can still install today?" Yes. I call again at 4pm... They said wait one more hour, and call us back if you don't hear from them. "but if they don't call by 5, doesn't it mean they can't install today?" Um, yes. "So they won't be installing today?" Yes. "Ok, I'm cancelling this order, cancel it right now. Can you give me a confirmation number?" Ok, cancelled. No there isn't a confirmation number. "when will I see the charge back on my card?" 10 days.

5:35... "Hi, I'm calling from sears. You want a heater installed tomorrow?" Um, you're a bit late, I already cancelled. "Well, I still see you in the system, and I have the order. Do you want the heater installed tomorow or not?" Well when can you do it? "between 12-4pm" Fine. I'll work remotely again and schedule teleconferences to make another deadline. I looked up to see if there were any other complaints, and found one similar on this site. I thought, well, it was in Cali not here in Boston... although, it did have a similar ring to it... Should I try Lowes or Home Depot? What if they do the same thing, and I waste another two days.
Ok, I'll stick it out and complain later... I actually got a direct call from a number 1-978-618-7157, Sears can't be THAT BAD.

Next day 9am. "Hi, I'm just calling to check that my order for the heater will still go through since I cancelled yesterday but finally the installer called after waiting for 8hrs. Please check to confirm." ... after holding for 30min. Yes, I definately see you in the system. Your order is still here and you are scheduled for installation between 12-4pm. "Ok, so there isn't going to be any issues?" Nope, you're scheduled today between 12-4pm.

12:30pm "Hi, I'm the installer. I'm here picking up the heater and they said you're not in their system. They never recieved your order for a heater and they don't have what you want in stock." I called them this morning just to confirm and they put me on hold for 30min! "Well, they wasted my time too because I'm out here and the heater isn't here." Well %#!@*& me. Your dandy time was wasted.

Called to cancel the order again. Wow they actually gave me a cancellation number this time and said I will be refunded between 3-5 days? What the %#!@*&. Right, it's already past 12 and other places like Home Depot and Lowes, can't guarantee same day delivery anymore. %#!@*& it, I'm calling a regular plumber even though it'll cost $300 more. Got a quote yesterday, and they called back this morning to follow-up. They said they can do it tonight...I'll see. Will need to mop more water in my basement.