I ordered a washer/dryer from sears.com on 12/29/2011. The ONLY day I could take delivery on it was January 13.
I was able to select this date during checkout. When I placed the order, I had a customer "service" rep on the phone with me to help because I wasn't sure what equipment I needed to purchase to ensure the installation would be complete on Jan. 13. My credit card was charged, and I received an email confirmation.
This confirmation stated Sears delivery/installation team would contact me Jan 4 to confirm. Of course no one contacted me. I contacted sears.com on Jan 10 to confirm. Well, after 40 minutes, several transfers, they were able to confirm, however, I needed to add a $20 cord in order to install.
I added the cord to my order. I immediately received an email stating I needed to contact them in order for them to re process my order due to the cord. I contacted them, and after close to an hour on hold, they informed me that due to the re-process, my delivery would be re-scheduled. That would not work for me as I am not in town often.
When I asked to cancel, I was told to call another dept, and then transferred, put on hold, etc. for over an hour (again). When I finally spoke to someone (probably in india) they indicated that they could not find any record of my order.
At that point, I called visa, and they are reversing the charges, and disputing with sears. NEVER AGAIN
Product or Service Mentioned: Sears Installation.