Buyer Beware--Sears Outlets Reconditioned Appliances
We bought a reconditioned refridgerator from Sears Outlet in Millipetas, CA in Feb 2010. We accepted that it was a reconditoned model and was under Sears warranty for 12 months. We paid for delivery. It arrived at our home, with mold in the freezer.
The freezer broke in just over a month. After several long and painful calls to customer service, it was repaired, although we lost a freezer full of food. In another month, it broke again--lost another freezer full of food. We were 1 1/2 weeks without a freezer in warm weather. The repairman deemed it unrepairable this time and promised us Sears would cover the product replacement and delivery, but no more than the purchase price. The Millipetas store had nothing available comparable in price and basics of the first fridge.
After 2 more weeks without a fridge while we searched Sears Outlets Online, we found a comparable model of equal price online, at another outlet. We were then told we had to pay for pick up and delivery of the new model because this store would not cover it.
After speaking to Romeo (who failed miserably to live up to his Shakespearean namesake) in the "customer solutions" section of customer service who said he was the "highest authority" for escalation, we were told that if we paid full price for a new model, of course we could have delivery.
It was evident that he was well trained for his role when he accused us of being too picky because we wanted a fridge we "liked"--when really we wanted the same features as before. He said we should accept anything of equal price from an outlet authorized to deliver. (Where's the list?)
Way to go Sears! In this economy, that's what everyone likes to hear!
Now, we've been a month without a fridge in hot California weather and two young children. In only six months, after having bought a reconditioned fridge from a Sears Outlet in California, it will have been non-functioning for 6 weeks and we will pay for delivery THREE times (the original delivery, plus delivering the broken model to the next store, plus playing to pick up the new model).
I will never, ever, buy a Sears appliance, especially a reconditioned appliance again. Regardless of reconditioning, Sears should stand by its 12 month guarantee and it's name, regardless of which outlet it's products come from.
Don't buy a Sears Outlet reconditioned or floor model--especially if you plan on saving money. A false economy and a name I no longer trust: Sears.