I hate Sears

Purchased a Washer and Dryer purchased from Sears. Not a good experience.

I decided to buy from Sears a Frigidare brand Washer and Dryer. My decision was based on Sears reputation for appliances. My problems began on their website. I could go into why the website is next to useless for buying a large ticket item but there is a always the option to order over the phone, speak to a human and get the order done correctly. The phone order went smoothly, the Sears representative was helpful. When I asked about the venting for the dryer she explained I could tell the delivery guys what side I wanted the dryer vented on, right, left or back. The dryer was going in a closet so this was an important detail. I needed the dryer to vent from the side. No problem I was told the guys do it on site. I paid for installation, taking the old machines away, the power cable for the dryer,three year extended warranty and a stacking kit. Minutes after placing the order my confirmation email arrived. My order had been cancelled. I call Sears back. I was told this was a verification issue, but the verification department had approved the order but their approval came too late... I never really understood what had happened. I think it had something to do with my address, the street I live on has two different names. OK fine, I replaced the order. I had to repeat the entire order to a second representative of Sears. Including the information concerning the venting, again I was told it's done on site.

When the delivery arrived- twenty minutes past their schedule window, of course you can guess what the delivery guys told my wife. The dryer vented in the back, the venting is done at the warehouse. The delivery guys were very helpful. They went above and beyond the the call of duty, they offered to vent the dryer on the side, even though they weren't suppose to do that work on site. We said no thanks. My wife called Sears and arranged for another Dryer to delivered with the venting on the left side. We have now at this point spoken to three Sears reps about the venting.

Punch line: A week latter the delivery guys arrive, but call before they come up. "Why are we delivering a new Dryer?" We need it vented on the side my wife tells them. That's a problem because this dryer has been vented on the back of the unit. Wonderful. They offer and we accept for them to come up and re-vent the unit in the apartment.

As a footnote, I was told by the first phone rep that I would receive a rebate on the delivery and installation fee. None appeared and none was offered. I called Sears to complain about the entire experience and demand some consideration for our trouble. I was only offered a return of the delivery fee. I said that's not good enough, and I wanted to speak to supervisor. I gave the phone to my wife to wait for the supervisor. Many minutes latter the rep came back on the line, "Mrs. Doe one minute please here is my supervisor" Click hang, call terminated.

Lessoned learned, do not buy appliences from Sears.

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I know the frustration and anger. We put our trust and we depend on the large ticket items we buy. We feel stupid and taken advantage of when they do what the do to us. I have a complaint with the BBB. I suggest you file a complaint with the BBB just for the records and make sure you keep track of everyone you talk to, the time and date whenever you have a problem.