To Whom it May Concern:
My refrigerator of 10 years suddenly quit, rather than getting a repairman I chose to research and purchase a new refrigerator from Sears. The service I received was the most awful experience I have ever had with any company.
I have always been pleased with Sears, all purchases from TV’s, Small or Large Appliances, shoes, clothing, pictures even glasses came from Sears. I expected this time to be no different.
On April 17th I went to the Sears store number 4044 with measurements, searched and found a side by side refrigerator similar to my existing one. I located the Salesman, Dan and prior to paying I asked 3 questions, 1~I wanted a new not refurbished or damaged product, 2~I needed it delivered as quickly as possible due to not having a refrigerator and an upcoming wedding and Easter Holiday and 3~I wanted them to take the old refrigerator. Dan assured me that the product was new and it could be delivered on Wednesday, April 20th, I was to receive an automated call, if I didn’t receive delivery confirmation I could call 1.800.341.2517. Apparently, the storm in Delaware the previous night knocked out the stores computer system and I found myself calming Dan down as the checkout process was lengthy. I smiled and laughed explaining, all that mattered was I got my refrigerator. Again, I have never been dissatisfied with Sears and truly did not expect what happened next.
Tuesday, April 19th I called 1.800.341.2517 and spoke to Barbara. I explained my situation and the urgency of receiving my refrigerator, she was respectful and told me I would receive an automated call and if I did not I should call back after 6 p.m. At 6:48 p.m., I received an automated call stating my delivery would arrive between 3:45-5:45 p.m. on Wednesday. Anna provided a courtesy call to explain the installation process and confirm the delivery. I was relieved.
Wednesday, April 20th I took off work, ran some errands and went to the grocery store as I had lost all of my refrigerated and frozen food. I arrived home at 3:00 p.m. put my food in a cooler of ice, unhooked the waterline, moved out the refrigerator cleaned behind it, anticipating my new product. At 3:25 p.m. my nightmare began. I received a voicemail from Debra stating the refrigerator would not be delivered, it was not picked up from the store and directed me to call the store for any additional information. At 3:26 p.m. I began calling Sears store #04044 and have concluded that this store has the rudest untrained representatives I have ever encountered. The 1st call started with the representative laughing at the fact “they lost my refrigerator” and someone would get back to me, unfortunately she could not provide me a time. When asked to speak to a manager she informed me there were no managers in the store, they would be back at 4:30 p.m. but had a meeting at that time. I asked what she would do in the event of an emergency, she provided me with 1.800.469.4663. At 3:37 p.m. I called 1.800.4MY-Home, the representative pulled up my information and informed me that she would contact the store and have someone call me back; she explained that the refrigerator must be in the store, they do not grow legs and walk out. At 6:30 p.m. I had not gotten any response and realized that more coolers of food was to be lost, I again contacted the store in hopes that if a refrigerator could get delivered on Thursday, I could salvage some items. I remained on hold from 6:30 p.m. I was told everything from the managers were with customers (was I not a customer?) to the managers had left for the evening. At 8:06 p.m. I called from my cell phone and proceeded to go to the store, still being placed on hold. Judy a store associate did pick up the line and ask if she could help, I was please that when I walked in the store still on hold, Judy was indeed walking the floor in search of the “Lost Refrigerator”. Ram, the associate at the front desk asked if he could help, when I asked to speak to a manager (which remember they had all left for the evening), he immediately paged one over the intercom, I would come to meet Katie, Assistant Store Manager. I extended my hand, introduced myself as Holly Dorio and one of the few things Katie ever said to me in this whole experience, “Did someone call you”. My response no, I informed her I was still on hold and had been for hours now, she left to go check with Judy and did not return until after the refrigerator was located to tell me they could get the refrigerator delivered on Friday. She then told me that she spoke to the store manager, Justin and after the refrigerator was installed and I was pleased we would discuss compensation. I left the store that evening extremely upset, I knew at this point I would lose additional money for the groceries purchased and the frustration of the lack of respect from your management team is totally unacceptable. Sears has been a place as a child we went shopping; I worked for the company and am aware that this is not what is expected. I was sure that Justin, the store manager would contact me on Thursday to apologize, that never happened!
On Thursday, April 21st I received a call from the delivery service informing me that delivery would take place between 8:30 – 10:30 on Friday, April 22nd. At 9:31 a.m. on Friday, the refrigerator arrived. By 9:49 a.m. that morning I was already on the phone with Sears store number 04044 because the refrigerator was damaged. At this point I spoke to Mike Brooks, Store Manager who after I explained my situation and expressed the concern that yet again I was unhappy with Sears, he communicated to keep the refrigerator to get through the wedding and the Easter Holiday come in afterwards and Sears would reimburse me for the food and we can discuss compensation for the product.
Wednesday, April 27th I visited the store. I was greeted by sales associate Ram, whom I will say continued to treat me respectfully and help as he could. He directed me to Judy, whom previously located the “Lost Refrigerator”, Judy informed me that Justin, the store manager was not answering the page and Katie was out of the store for 2-3 hours. She would discuss this with Katie and call me back that evening. I didn’t receive a call until Friday, April 29th from Judy offering me $75 Gift Card for the inconvenience. After explaining I thought that was unacceptable, she said, “Katie is right here let me place you on hold to discuss this”, yet again Katie would not get on the line to discuss this with me. The end of the story is the store is gracious enough to refund me the delivery fee of $69.99 which I believe I was entitled to and a $75 gift card. As for the damaged refrigerator I am told there is a one year warranty if anything goes wrong with it. I have filed a complaint with Miranda 800.762.3048 and she again has communicated that Justin, the Store Manager would contact me. Let me repeat again, I have yet to hear an apology from a Store Manager. This will be the last purchase I make from Sears.
According to the Chairman Letter, Appliance sales are 50% greater than your competitors. This may be true, however I intend to share my experience with every social networking site, friends, family and any other individual I come in contact with. Customer Service is not just ending a conversation with “Thank you for choosing Sears”.

do not let the rebate from Sears fool you, it's a joke. They tried to lure you in to buy their product and used many possible thing to let the rebate go. And if you spend time to contact them, they will say it will take 3-4 weeks to get the check but actually it take them 3-4 months to arrive. Better go for Home depot or Lowe's