I looked at a washer and dryer which my wife wanted from Home Depot, and decided I would purchase the same unit from Sears instead. I called customer service (national and the Lawton, Ok store) to make sure the items were in stock and that they would be installed. The customer service person told me I needed to purchase a new gas line if service was going to install the dryer (which I did). Then placed the order including a new gas line and a haul away charge for the old dryer making sure that the units would be both delivered and installed and the old dryer hauled away.
The units arrived today, and I was told, "We can not install the dryer because it is gas and a plumber must do that. Additionally, we can not remove the old washer because a plumber is required to shut off the water (there is a shut off faucet right at where the washer hose connects). Additionally, they could not hook up the washer because it must have new hoses and a plumber must turn the water on."
Obviously, since they did not uninstall the old unit,and could not haul it away either.
The washer and dryer cost about $150 more from Sears, and then there was a delivery and haul away charges bringing the total about $250 above the price from Home Depot where I would have had to pick up the units and then install them myself (I'm 66 yrs old).
I have probably $20,000 -$25,000 of items Purchase from Sears in the last several yrs mostly tools), but I will never purchase another item from Sears!
Now, after delivery, when I called customer service, they said, "Oh, the delivery/install people can not do anythng with gas!"
Customer service did offer me a gift certificate, but only for $25.