- Wetumpka, AL
How do I contact Edward Lampert, Sears CEO, concerning the incompetence and callousness of Sears Customer Service concerning delivery/installation and warranty service?
How many times do we have to wait ’24-48 hours’ for a product to be installed? On January 27, 2014, we were told by a Sears serviceman that we would be getting a call on January 28th to schedule a time to deliver and install a water heater. Our Kenmore water heater needed to be replaced and was still under warranty. No one called that day (between the appointed hours of 8 to 5). When we contacted them the next day, we were told that the delivery had been canceled. They couldn’t tell us who canceled it. They said that we would hear from them within 24-48 hours to set up a time to get a water heater installed. Forty-eight hours passes, and of course, no one calls us. We call them AGAIN, and the same promise… within 24-48 hours we would get a call to set up a time for delivery/installation. The SECOND 48 hour ‘guaranteed’ time period expired this morning and, in keeping with the incompetence of Sears, we again received no call. IS SEARS GOING TO CONTINUE TO DO THIS UNTIL THE WARRANTY EXPIRES? In the meantime, my family has gone without hot water for 8 days and counting..no hot water for baths, dishwashing, laundry, etc. What does it take to get this situation resolved? Contact information for Edward Lampert is requested as his attention to this matter is needed.