Question

What does it TAKE to get a problem resolved? Sears has taken no action to resolve the delivery of now 2 incorrect dryers. That’s close to $3000 between dryers and extended warranty. And well over 8 hours of my time!

After spending more than 8 hours on the phone and even more time with emails I expect this to be effectively resolved. Last week I had a Dryer (order 551750571) installed that I waited for 2 weeks. It was ordered incorrectly online. SImple right? Get the right product and swap them out. I did the following: 1. Because it is nearby I went to the local sears outlet store, to be told that I should go to the sears store. 30 mins 2. So, I dutifully went to the store only to be told they cannot resolve any .com problems 30 mins 3. I placed a call to Sears.com – I gave Tameka the model number I wanted, that matched my washer and she explained that a new order needed to be placed, and a refund could not be made until the Delivery Department could schedule the pickup and deliver the new order she put me on hold, arranged things with that Dept, placed the order for the model I asked for (I thought) and assured me that I would get the receipt once the order was placed. The model requested is DLEX2650W. However the model I refused was DLEX5170W (order 523141) 1 hr 4. I recieved a call at 7 am to let me know the delivery contractors are on their way, they arrive at 8 am. SO far so good right? WRONG DRYER!! The dryer they order is not stackable. 5. The Delivery team place a call through their system and after they spoke to me, the call was disconnected. It did not go in favor of the CSR. Another call was placed and they were given their release code. They left 6. I place a call to CSR named Denise (by now I am convinced these aren’t real names anyway) who placed me on hold and then said she could not understand me when I gave her my phone number. Just long enough to make me crazy and allow her a way to get me off the phone. After I insisted I wasn’t going anywhere she eventually got me back to Delivery. 7. Another women named Sunshine (really?) Who wanted me to give her the exact dimensions of my washer, because she couldn’t find the Model number I was giving her in the Sears.com website. Again, really? Since I could see that this was the correct model number to match my washer on the Sears website? Her solution? Transfer me to a Parts Specialist who oddly never picked up the phone!!! 2.5 hrs. 8. I try again. This time I get someone named Cynthia who says she will track and cancel the order, but can do nothing about a refund until the paperwork goes through? Seven to 10 days? Really? I can order instantly and my money can come out of my account but takes a week or more to go back in? Nothing she can do. But she will have someone call me. NO CALL BACK. 1 hr 9. Tired of all this and about to scream I post a similar accounting on PissedOff.com sure that Sears monitors Social Media. And sure enough I get a response from someone who tells me to send an email with my phone number to yet another address and I will get a call back. Really? That was Friday. This is Monday. NO CALL BACK. 1 hr 10. Sunday I get a call from Delivery Dept to make sure I want to cancel this order. But they cannot provide any other form of information or compensation above a 10% discount on the next order or a $3 gift card. THREE? 1/2 hr 11. So here we are. I am now out of pocket for 2 incorrect dryers. Spent multiple time on emails and calls for what? Many generations of family have shopped at Sears. But then Sears isnt Sears anymore is it? Bottom line? I have an upcoming Kitchen and Bathroom remodel and will never NEVER order from Sears again.

Answers

2 answers

  1. SusanPear,
    My name is Liz and I am a member of the Sears Cares Escalations team. I saw your post and wanted to reach out to you to offer our assistance. We are very sorry to hear that you are having such a frustrating experience with your dryer. We certainly can see why you are so disappointed with not receiving the correct dryer or your refund. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. Please send the following information – contact #, screen name (SusanPear), phone # used at time of purchase to smadvisor@searshc.com. Again, we do apologize for the inconvenience and look forward to speaking with you soon.
    Thank you,
    Liz R.
    MySears Community Moderator

  2. Hi there, SusanPear! Thanks for visiting the MySears Community and sharing your experience today. I am so sorry to hear of the troubles you are having getting the correct dryer and you refund. I am going to send this along to SearsCares, who will assign you a case manager as your one point of contact to help get this resolved for you.

    A team member will respond right here in a bit looking to help. Once a reply is posted, I will let you know via email so we can start getting this taken care of right away.

    Thanks!