Question

I entered into a contract with the Home Improvement area to purchase and install laminate flooring in my home. It turned into a total nightmare for me. The salesman who came into my home didn’t know anything about laminate flooring and told me things that later were shown to be untrue. He told me that the laminate flooring that I chose would lock into the existing laminate that I had, and that the installers would not have an issue with making it work. He promised me an installation date that could not be met, and as a result I had to postpone my move date into my new home. You see, this was a new home for me, and I had an experience with water damage where the existing laminate flooring was ruined in my family room and kitchen. Also a portion of the living room was also ruined, and it was necessary to match the laminate in the living room that was remaining. The project manager and the sales people totally screwed up the ordering of my flooring and when it was finally delivered to my home almost 6 weeks later, it was NOT what I had ordered. By this time I had cancelled my move 3 times. I thought I was getting the hard laminate and what they ordered was vinyl laminate. I allowed them to lay it in the family room, because I HAD TO MOVE! They were going to order the hard laminate for the portion of the living room that needed to be laid, but when they ordered that, they ordered the wrong color. So not once but twice they screwed this up. My experience has been a nightmare, and I am sitting here with a patchwork mess – by the way, the hard laminate was not laid. The installer took me to Home Depot and we picked out something close to what was already laid on my living room floor, and it is what is now laying in my living room. It is not satisfactory either. So your company screwed me royally and today I get a bill for a considerable amount of money and I am so angry everytime I look at my floor that I feel that I should not have to pay for this mess that you all created for me.

I am taking pictures and documenting everything and will be sending it to the corporate office or somewhere that I can get some satisfaction. This stinks that Sears passes off such shoddy workmanship as acceptable to its customers.

Answers

4 answers

  1. Hi, Freyjal. Thanks for reaching out in the MySears Community! I am so sorry to hear about this extremely frustrating flooring purchase and install you have been dealing with. I can imagine how frustrating this process has been. I would like to put you in contact with our Sears Cares Team to help you address these issues further. The Team will post a response to you here. Once they respond, I will email you to notify you the response has been posted.

    Thanks again for taking the time to reach out here and providing the opportunity for us to help!

    1. In response to laurelS

      Freyjal,

      Thank you for the feedback that you provided in your post in regards to your recent purchase and installation of laminate flooring. My name is Jack and I am with the Sears Cares Escalations Team. Please accept our apology for all of the issues you have experienced to date. We would like to have a case manager contact you to assist in resolving your concerns with the flooring. Our case manager, after contacting you to discuss this matter in greater detail, would then work with our Home Improvement department to address each issue and resolve them as quickly as possible. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Freyjal), and phone number used at the time of purchase to smadvisor@searshc.com. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.
      Thank you,

      Jack C.
      MySears Community Moderator

    2. In response to laurelS

      Hi Jack,

      Sorry for the late response, but I have been out of town for a few days. My contact phone number is (9**) **6-8*** or (9**) **6-***3. My screen name is Freyjal. The phone number used at the time of purchase was my cell number (9**)2**-****.

      If there is anything further that you need, please let me know. I am anxious to discuss further.

    3. In response to laurelS

      Hi Freyjal!

      Thank you for providing your contact information! Your information has been forwarded onto the Sears Cares team for you.

      Please note that personal information has been deleted to protect your safety as well as security purposes.

      Thank you!