Virginia Beach, Virginia
Not resolved

We purchased a GE Profile washer and dryer from Sears on July 17 being told it was in stock. After we already went through all the paperwork to start a Sears Card account to get $100.00 rebate, we were told the dryer wasn't in stock.

We agreed to an Aug 4, 2008 delivery for both. Only the washer arrived.

Two months later and four "supposed" delivery dates later, they never came. We even received a temporary dryer, which they charged/credited my Sears account for, but they picked it up on delivery date number 4 when our dryer was promised again. That day is today and no dryer came.

They can't explain why, but "they're working on it".

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I don't have an issues with the store. Our Saleman Jose Duarte was

great. He explained things about washer/dryers. He advised us and assist us

in our selection. Great to work with. However the delivery was the issue. We

were told our purchase would arrive between 3:30pm and 5:30pm. At 5:30 Jose

gave me the 1-800 number to contact the delivery section. The lady that

answered was too busy repeating "Thank you", "I will look that up" and "I

apologize". When I explained I had taken off work to wait on this she

wouldn't say a word.

Next the delivery guys called me. They begin talking about coming tomorrow.

I asked if they could come tonight. They asked me how far I was away from

them. Stop and think about that. I told them I didn't know where they were

so I couldn't tell them how far away they were. Really smart guys. I told

them to take it back to the store.

This is the second time this same issue has happened with your company.

In Jan 2006 we moved into our new home. We ordered all our refrigerator,

stove, oven, & microwave 30 days before we wanted them delivered. We called

to ensure they would be delivered on the correct day 7 and 3 days out. The

day of the delivery you no showed us. I canceled my order and went to Lowes.

That same day, a few hours later Lowes delivered what we ordered. The cost

was a total of $125.00 more. Worth every dime. Now we are doing the exactly

the same thing with our washer/dryer. Great products, good saleman and then

you blow it with a cheap delivery company. All totaled Sears lost about

$5000.00 of business because you wanted to save a few dollars on delivery.

How many sales do you have to have return items until it starts being worth

hiring a delivery company that won't make promises it can't keep. We hoped

after two years something would have gotten better. No such luck.

Washer/dryer from Lowes? Also cheaper.


I appreciate the comments from Grouchy and Retailer4life. The salesperson we had was very indifferent whe we didnt' get the dryer on the first scheduled delivery.

The sales manager agreed to cancel the purchase and refund the washer without a restocking fee. We'll see. In the meantime, Lowe's delivered a new washer and dryer as promised the NEXT DAY. Big fan of Lowe's appliances now.



Having worked for Sears prior to working for Lowe's, I know for a fact that Sears DOES NOT care for after the sale customer satisfaction. All the appliance salesperson is told (threatened) to do by the Sears manager is to make *** sure they sell the MA (maintenece agreemeny) on the product.

In fact, Sears mgt. cares more about the MA's than they do about selling the product, believe it or not, as the maintenence agreement is nothing but a pure cash cow for Sears and the managers year end bonus.


Worked in the appliance department at Sears for 10 years. This is more common than you think, especially with the GE products.

The GE products are not warehoused in Sears' warehouses, so it takes longer to get them in.

Your order for your dryer probably fell out of the system. You have a lousy salesperson and a lousy department manager at this store if they haven't figured all this out by now