Sears Online is Terrible

Frustrated with Sears

Premium Member
Joined
Jun 11, 2011
Messages
2
Location
USA
I recently purchased multiple Kenmore appliances including a washing machine, dryer, refrigerator, and dishwasher on Sears.com. I had a very disappointing experience and would like to make these issues known to Sears and to the public. I am in my early 30s and this was my first time purchasing appliances. I chose Sears based on the recommendation of my parents who have always purchased appliances from Sears. However, I was shocked at the lack of customer service and coordination by many of the departments at Sears. Here is a chronological list of events:

1. On 4/16/11, I researched appliances on Sears.com. I had two questions and could not find the answers on Sears.com. Therefore, I called the telephone number listed on the web site for appliance questions, 888-295-5965. I asked the Sears representative if Sears offers installation of a water line for a refrigerator. Initially the Sears representative told me that Sears does not offer that type of installation because Sears cannot perform work within walls or floors. I then asked the Sears representative about the maximum height of a dishwasher listed on Sears.com. The Sears representative had to put me on hold to find out the answer, and even when she returned, I did not have any confidence in her answer based on the length of time on hold and the tone of her voice. The Sears representative also informed me that Sears does actually offer installation of a water line for a refrigerator. I ended the conversation and was tempted to order appliances from Lowes.com since prices were comparable.
2. Continuing on 4/16/11, I spoke to a family friend and resolved my question about the maximum height of dishwashers. I then placed an order on Sears.com for a Kenmore washing machine, Kenmore dryer, Kenmore refrigerator, and Kenmore dishwasher. I scheduled delivery for 4/29/11, purchased haul away service for my old appliances, purchased installation for the dishwasher for $179.99 on the same day as delivery, and also purchased the recommended dishwasher installation kit for this model of dishwasher for $11.99.
3. I received an email confirmation from Sears.com detailing my order. The invoice total was $3,666.79 which was about $800 more than the total should have been. Also, it appeared from the invoice that my credit card was charged $2,208.93 twice.
4. On 4/16/11, I emailed order@customerservice.sears.com to inform them of the discrepancies in the invoice and requested a new invoice with the correct totals. On 4/17/11, I received an email response stating that the order total is $2,826.91 and that my credit card was only billed once, but I did not receive a corrected invoice.
5. On 4/17/11, I received an additional email from Sears confirming my order which again showed the incorrect invoice amount of $3,666.79.
6. On 4/17/11, I received a phone call from Laurie at JVD Plumbing regarding the dishwasher installation I purchased from Sears. Laurie stated that installation of the dishwasher cannot occur on the same day as delivery since Sears does not provide a delivery window time until the night before delivery. However, Laurie suggested that I contact Sears and ask that the installer pick up the dishwasher from the warehouse and bring it with them so delivery and installation would occur on the same day. I also asked Laurie if I could purchase installation of a water line for a refrigerator from JVD Plumbing. Laurie stated that Sears does offer this service and that I should purchase it from Sears.
7. On 4/18/11, I contacted the Sears Installation Department at 866-277-1324 to request that JVD Plumbing be allowed to pick up the dishwasher from the warehouse and bring it with them so delivery and installation would occur on the same day. The person I spoke with told me they could not change the order since it was placed on Sears.com and I would have to speak to that department. I was then transferred to Sears.com, explained my situation, and told that they could not change installation arrangements and I would have to speak to the Installation Department. I informed them that I already spoke to the Installation Department and did not want to be transferred again. I requested a supervisor but the Sears representative would not connect me with a supervisor. The Sears representative did finally connect me to a Solutions Support Specialist named Michelle who was very helpful and spoke to the Installation and Sears.com departments to arrange that the dishwasher will be picked up by the installers. Michelle then was able to transfer me to the correct department to order installation of a water line for the refrigerator which I scheduled for the delivery date of the appliances, 4/29/11.
8. I later received a call from Laurie at JVD Plumbing regarding the water line installation. Laurie told me that the water line installation cannot occur on the same day as delivery of the refrigerator since Sears does not provide a delivery window time until the night before delivery. Therefore, Laurie scheduled installation of the water line on Saturday, 4/30/11.
9. Continuing on 4/18/11, I still had not received a corrected invoice for my appliance order so I again emailed order@customerservice.sears.com and requested a corrected invoice.
10. On 4/19/11, I received an email reply from Sears stating that it would take 3 - 5 business days to investigate the invoice issue. Later on 4/19/11, I received a corrected invoice but it only showed totals for each section and not an overall total.
11. On 4/28/11, I received a phone call from Sears that the scheduled delivery window on 4/29/11 would be from 10am – 12pm. I also received a call from Laurie at JVD Plumbing that the dishwasher installation would occur between 11am – 2pm on 4/29/11. I reminded Laurie that I also was scheduled for a water line installation on 4/30/11 and asked if the plumbers installing the dishwasher could also install the water line if the refrigerator was delivered prior to their arrival, and Laurie agreed.
12. On 4/29/11, Sears delivered the washing machine, dryer, and refrigerator as arranged at approximately 11am.
13. At approximately 12pm, JVD Plumbing arrived with the dishwasher to complete the installation and also install the water line for the refrigerator. JVD Plumbing discovered there was no dishwasher installation kit with the dishwasher, and their copy of the receipt did not show that I purchased a dishwasher installation kit. I showed JVD Plumbing a copy of the invoices I received from Sears that showed I purchased a dishwasher installation kit for $11.99. JVD Plumbing informed me that the dishwasher installation kit for $11.99 would not have been the correct dishwasher installation kit, but that I could purchase a dishwasher installation kit from them for $65.00. I wrote them a check so the installation could proceed but I was very angry. I would like a refund of the $11.99 dishwasher installation kit, and would like a refund of the $65.00 dishwasher installation kit since I believe I was left with no other choice except to pay JVD Plumbing's exorbitant fee for a dishwasher installation kit.
14. After the installation of the dishwasher was completed, JVD Plumbing then began the installation of the water line for the refrigerator. However, JVD Plumbing informed me that additional copper piping would need to be added to the plumbing under my kitchen sink in order to install the water line. When I ordered the water line installation on 4/18/11 from Sears, Sears had warned me that this was a possibility and there could be additional charges for copper pipe installation so I was prepared to pay. However, JVD Plumbing did not have any copper pipe with them on their truck, and even though there was a plumbing supply warehouse 500 feet down the street, JVD Plumbing informed me that they had additional jobs so they had to leave without completing the water line installation. I asked if they would return tomorrow on 4/30/11 for the scheduled water line installation appointment, but they informed me that my appointment for 4/30/11 had already been cancelled. JVD Plumbing then scheduled me for an appointment on Monday, 5/2/11 and made a note on the paperwork that additional copper pipe was needed.
15. On Monday, 5/2/11, I took an additional day off from work to wait for JVD Plumbing. The plumbers arrived, and I informed them that the water line was supposed to have been installed on 4/29/11 but additional copper pipe was needed. The plumbers stated that no one told them they needed copper pipe and did not have any with them. The plumbers checked the plumbing under the kitchen sink and were able to install the water line without additional copper pipe. However, I question why the plumbers on 4/29/11 were not able to complete the installation and I also wonder if the installation was done correctly and according to code.

Overall, I was very disappointed with my experience with Sears, and more specifically sears.com. I found there was a lack of coordination and overall there seemed to be a lack of supervision of the entire process. I realize that ordering appliances online and coordinating installation is more complicated than purchasing books online, however, Sears presents sears.com as a viable method of purchasing appliances. Also, plenty of other businesses have figured out how to transition to online sales but Sears clearly has not. I recommend to anyone reading this to strongly consider other appliance retailers. I plan to purchase a new stove in the next year and certainly do not intend to purchase a new stove from Sears.
 

SearsCares

Banned
Joined
Jul 2, 2009
Messages
28
Location
Round Rock, TX
To Sears Valued Customer, <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:eek:ffice:eek:ffice" /><o:p></o:p>
<o:p> </o:p>
I am very sorry for the multiple issues that you experienced surrounding this large online order from Sears. Although setting up installation of purchased appliances online might create a bigger challenge, it should not have resulted in so many errors. We would appreciate the opportunity to make this right with you and to fix any issues that you might still be having with this order. My name is James and I am part of the Social Media Support Escalations team at Sears and we appreciate your business. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the following screen name, which I created for you, (latetech0607) for reference to your issue and we do look forward to talking to you soon.<o:p></o:p>
<o:p> </o:p>
Thank you,<o:p></o:p>
James H. <o:p></o:p>
Social Media Moderator<o:p></o:p>
Sears Social Media Support<o:p></o:p>
 

Frustrated with Sears

Premium Member
Joined
Jun 11, 2011
Messages
2
Location
USA
On 6/17/11, I emailed smsupport@searshc.com as requested in the above post. I provided the username Sears created. Sears acknowledged my email and said someone would contact me within 24 hours. I have not heard back from Sears on this, and no one has followed up on the letter that I emailed to their general customer service email address.

At this point, I am amazed at the incompetence and lack of customer service at Sears.
 

SearsCares

Banned
Joined
Jul 2, 2009
Messages
28
Location
Round Rock, TX
Sears Cares

LateTech0607,

I'm sorry for the delay in our response. We will be reaching out to you today to assist you with your concern. Again, I apologize for the delay.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
 
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