Complaint Review: Sears Roebuck & Co. - Rockaway New Jersey

My wife and I went to Sears on a Sunday afternoon to their appliance department looking for a microwave oven to replace the over range model which recently stopped working in our home. The prior one was over a decade old and served us well.

We had Sears gift cards, so this was the impetus for us to shop at Sears. Frankly, we'd likely not shop there if we hadn't had them. So we go in and find a model we like.

Our sales associate was great. My wife mentioned the gift cards, so he had to redo the transaction. He didn't mind it, was very friendly, helpful and courteous. He said within 48 hrs, we'd get a call to schedule the install. So far, so good. We left feeling good about the deal so far.

Well, 48 hours came and went and finally on Thursday the guy calls. We set a window from Noon to 3 PM for Saturday. On Saturday morning at 10:30, my wife and I are leaving with our daughter when a pickup truck carrying various appliances in the back (it's raining the day after a major snowstorm) arrives. The guy gets on his cell phone and paces around. I tell my wife it's likely him. She disagrees, but I inquire and he confirms it's him.

"I thought you would be here at noon earliest", I say. "Well, my schedule's all screwed up today." he answers arrogantly, oblivious to whether my schedule's now screwed up.

My wife leaves as I now have to stay behind with this guy. We're in my downstairs foyer and I ask the guy if he'd please remove his shoes. (We have light carpet, recently cleaned and we're selling our home)

"Oh man, I can't do that, with me going in and out and stuff." he replies. I'm thinking why would he need to go in and out to install a microwave and remove the old one. One in, one out. "Anyway, the handtruck's going to mess it up anyway." he adds. So, apparently, he's going to tell me what's going to happen and I'll just have to like it?!

"I can't have you dragging stuff on my rug." Annoyed, he says he'll come back in a couple of days and leaves. I find a message on my answering machine..."Hey (wrong name), I have your dishwasher here for installation."

He didn't even know what appliance was going to whom.

I call customer (dis)service and am connected to the outsourced service in India. After two hours, I finally get confirmation that they'll reschedule another installer.

So, no call or return by this clown. Three days later, we finally call back as nobody's contacted us. We're told, "The item was returned here by the installer because nobody was home for delivery." That was a lie the installer told them. We told them that was untrue. They don't care about that. We mentioned he even showed up 1.5 hrs. early inconveniencing us, they couldn't care less.

Then, I'm transferred to a customer service rep. in Alabama! She says, "well, if you refused the installation..." LIE #2... "I didn't, he refused to remove his shoes and left then lied about the incident." I finally hang up as she's useless.

We call the store back. When we ask for the appliance rep's manager, the person at the store doesn't even know his manager's name!? LIE#3

Finally, I get the manager's name and number which is never answered. (big shock)

I work right across the street from the place and I am paying them a visit today... Enough is enough.

War_manelli

Succasunna, New Jersey

U.S.A.