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We purchased a new washer/dryer on wednesday picked up on friday 7/26 around 2 pm and found the washer defective, went to the store to see if we could get a new one ordered and delivered and the defective picked up @ the same time. The workers present were not very helpful at all, Keith, Bobbie, Tammie. We were told we couldnt order because we needed to bring the other back, we told them they could pick it up when they delivered the new but they kept coming up with different issues why they couldn’t which didn’t make any sense. We had to take it back to the receiving dock and get a print out, take that upstairs and then they would order a new one for us. We heard every excuse you can think of. We returned home loaded the washer and drove back to Sears, went to the dock a gentleman by the name of Brandon helped was very nice told us he wasnt able to print anything for us since it was picked up at the distribution center and to go upstairs and he would call them. Up we went, after waiting for a very long time a lady by the name of Lava Lava came who didnt even know what to do, kept telling us it wasnt pulling up, showed it to another employee who said he couldnt either. She was very rude and was talking with attitude which wasnt making us feel any happier by the whole situation and the time we had spent. Her manager

Elizabeth was called, she tried with no luck, lot more time went by, finally an employee Kenny assoc # 2667 came and pulled the transaction with no trouble at all. He is the hero and deserves a big recommendation and thank you. Maybe the manager position needs to be his. While waiting for so long we couldnt help noticing the associates from other dept just sitting and chilling and one was on the phone, when we were there wednesday 7/24/13 we had asked some of them to help because the associates were busy but they just informed us they couldnt. A cross training would help keep customers happy. We dont have a pick up had to borrow it from my brother in law, so asked as a favor they could deliver it but they flatly declined with no compensation to make a customer feel appreciated or happy. This is the worst shopping experience we have had and do not plan to shop at

Sears and will be telling families and friends about this.

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Sears Response

Dear kamikish,

We are truly sorry that the washer you recently purchased didn't work properly and you and your husband had to exchange it. In addition, we're sorry that you received poor customer service when attempting to exchange your washer. My name is Susan with Sears Social Media Support Escalations team. We understand how frustrating this experience has been for both of you and would like to speak with you about it. We strive to provide top notch service to each and every one of our customers, and we are sorry to see that we have fallen short of that mark in this instance. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around. At your convenience, please send the following information – contact #, screen name (kamikish) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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