Syracuse, New York
Not resolved

Update by user Jun 14, 2013

The day I wrote this review, I received a call from a Sears regional manager. He asked me to explain what had happened.

When I finish, he said he wanted to make things right. He offered me a $200 gift card and removed the delivery fee if I would reinstate the order. He also said it would be delivered the next morning and that I would be the first delivery. It's 8:32 the following day (Friday) my new washer & dryer are hooked up and I am very pleased.

Sears made a horrible experiene a more pleasureable one. This weekend, I'm going to Sears to spend that $200 on some Craftman tools.

Original review posted by user Jun 13, 2013

I purchased a washer and drying from Sears in Clay, NY, on a Sunday for a Friday deliver. The saleswomen took my home and cell number and told me if they got an answering machine, they would call my cell. On Thursday I received a call from Sears Home Delivery letting me know my washer and dryer would be delivered the next day between 2:15-4:15. I took half a day off from work to be there. When I got home, there was a message from them stating that my washer and driver did not arrive and the warehouse that morning and that I would have to reschedule. No call on my cell phone. And half a vacation day wasted.

I called to reschedule for the following Wednesday, between 1:15-3:15. I took another half day vacation. Well at 3:30 I called their customer service center and the rep said the drivers are running behind schedule and she sent a message to the drivers to call me with an ETA. That never happened. At 5:00, I called back and was told that there was a chance that I may need to reschedule. I told the CSR that if my washer & drying were not delivered by 6:00, they can keep in on the truck. At 6:15 I gave up and drove to Sears to cancel the order. I asked for the store manager, told this story, and got a full refund.

Today, I’m going to the Home Depot to buy my washer & dryer.

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