My wife and I purchased a top-of-the-line Kenmore dishwasher from the Sears Appliance Store in Pearland, Texas in late 2009. The dishwasher was installed by a Sears contractor.

The dishwasher did not clean well, did not dry at all, actually fell out when I opened it one morning, and we found a screw inside while taking the wet dishes out (no idea where the screw came from). Called Sears and they scheduled an appointment for a repair. Sears called me twice before the repair date to remind me to be home. I took the day off work and no one showed up. No phone call...nothing.

Went to the Sears Appliance store and the store manager and I decided that Sears would exchange a Kitchen Aid dishwasher for the Kenmore. Sears had to order the dishwasher so we waited more than 3 weeks for the delivery. I took another day of work and called in the morning to make sure everything was in order. Sears could not find any reference to a delivery of a Kitchen Aid diswasher to my home, although the date was on my paperwork.

Went to the Sears Appliance store again and demanded that they refund my money. Also called the District Manager and informed him of the issue. He said he'd fix the problem and we set up a new date for delivery. My wife took a day off work and a dishwasher was delivered...damaged. When the repairman called the Sears store to tell them that he couldn't install a damaged machine the manager of the store tried to convince him to install it anyway. The repairman refused.

I called the District Manager...again...and now I'm getting the cold shoulder. He doesn't return my calls and doesn't act on the issue at hand.

My next move is to contact Corporate Headquarters. I've done this before and actually got a letter from the CEO (back in 1991). I'm totally disgusted with Sears and their lousy customer service.

Gordon Sampson
Pearland, Texas