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Bought a Kenmore fridge on Tues which was a lemon when delivered on Thurs. Called customer service on Fri who told me to allow 24 hrs to reach proper temps in freezer and fridge which never happened.

Went to Sears store on Sat to trade in Kenmore fridge for a more expensive Whirlpool fridge.

Salesman told me that it was my duty to call customer help line to make the transaction.

Help line told me the transaction must be done in person at the Sears store with the salesman present.

Went back to the store, asked for the manager and was directed to a salesman who then called the help line and made the switch. I was told we had to wait 1 week before the old fridge was removed and the new fridge was delivered. You would think that this situation would be made a priority and that Sears would do everything to make the customer completely satisfied.

On the day of delivery, not only was the new Whirlpool fridge delivered but also another Kenmore fridge. We accepted the Whirlpool and told the delivery men that the Kenmore shouldn't have been replaced. They made a phone call to report this misunderstanding. The Whirlpool fridge works great and was cold in less than 2 hrs so customer service was just stalling me.

The next day, we received a phone call from Sears stating that "my delivery was delayed and we needed to call and set up another delivery date with them". Obviously they had no knowledge that we purchased the Whirlpool fridge in place of the Kenmore fridge, and they were still under the impression that another Kenmore fridge was to replace our original "lemon". Obviously, everyone involved in this purchase was incompetent: The help line had no idea how long it should take a fridge to cool, the salesman didn't think it was his responsibility to settle the transaction, and the warehouse obviously didn't make a note of the fact that we didn't want another Kenmore. Not only did we have to deal with the inconvenience of having no fridge for 12 days, but we also had to deal with a totally incompetent company. I will never purchase another appliance from Sears again.

Product or Service Mentioned: Kenmore Refrigerator.

Reason of review: all of the above.

I liked: Close location of store.

I didn't like: Salesman, Customer service.

Company wrote 0 public responses to the review from Oct 02, 2016.
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Gibsonia, Pennsylvania, United States #1311015

Sears has become incompetent, you cannot complete an online order, you cannot get customer service help and now some stores are not full line operations. This store will not survive !

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