With Company response Not resolved

We have had the most horrific experience anyone could imagine with Sears.com We ordered a hot water heater. Were told it would be delivered on 5/18/13.

We confirmed this 2 days prior to the install. The day before the install, the installer called and stated that the hot water heater would not be delivered, because it was on back order. Thanks for letting us know when we ordered online!! We would have ordered from someone else!

Anyhow, we were told it would be installed on 5/23/13. Then for reasons unknown to us, Sears took it upon themselves to cancel our order. Without our permission. So then when we called to check, we actually had to RE-ORDER again!

Then we were told we can't get the hot water heater until 5/24. Then, we checked our bank account and Sears charged us FOUR TIMES for the water heater!! And only credited us twice! And after being on the phone for FOUR AND A HALF HOURS we were told we'd have the instillation fee credited for our "inconvenience", well they credited us a whopping 30 bucks.

The fee was $239.99. So we had to get on the phone AGAIN. Finally we were told today that the extra charge for the water heater, as well as the instillation fee would be credited to us... in 3-5 DAYS!!

OMG!! And the case manager on the phone was very unsympathetic. So now, we still don't have any hot water, and we have 3 children all under 3 years of age. We just moved to a new home in a new city and have no family/etc.

here... (And now no money either). My wife is in tears. It's been beyond horrific.

We'll NEVER EVER EVER buy from Sears.com again. And we encourage others to STAY AWAY from Sears!!

Product or Service Mentioned: Sears Manager.

Monetary Loss: $1300.

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Sears Response

Dear srochester1,

Please accept our apologies for the troubling experience surrounding your water heater. It is our goal at Sears to provide our customers with the highest quality of products and service. I am sorry that we disappointed you. Since apologies don’t resolve your problems, we like to speak to you and provide you with any necessary assistance to make sure this issue is resolved. Please send the following information – contact #, screen name (srochester1) and the phone # used at time of purchase to smadvisor@searshc.com. We look forward talking to you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support


Why are you Heating your HOT WATER? It is called a Water Heater!!!


Oh shut up. No one is paying any attention to YOU.