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Sears Complaint - DON'T DEAL WITH SEARS
Sears Complaint

Sears Complaint



I went into the Rapid City Rushmore mall store to purchase a washing machine and hot water heater for my rental property in Colorado. I had new tenants in there so wanted everything to be just so and opted to replace a 15 year old water heater that was leaking. The rep sold me an inside access water heater, 30 gal and said that it was to be installed on 9/22. The appt. came and went with sears a no call no show. They scheduled the next appt for 8/24 and dropped off the washing machine but the delivery man said that it was not the right water heater so took it back. I called the store and they assured me that it was the right water heater and apologized for the inconvenience and promised free installation, which was to commence 3 days later. The install man showed up and said that it again was not the right water heater. They now discounted the price to reflect my inconvenience by taking off 104.00 PLUS still promised me free installation. I called executive offices which called the store and this time they ordered the RIGHT water heater as i spent 3 hours with them on the phone and they assured me that the right on was coming in on 10/3 and they would call me. on 10/3 at 8 am i received a recorded message indicating that the water heater was in and that i could pick it up at the store. i also got a call from the executive office asking if the problem was handled so i told her about the recorded message and she indicated being on the problem right now and would call me RIGHT BACK. I did not hear from any of them for an entire week and left numerous messages for them to call me. Nothing. i called another case manager and they said that they would have the hot water heater dept call me RIGHT BACK. 2 days later im on the phone again and called the hot water heater line myself. Do you, or do you not have the water heater that im looking for me. She assured me that they in fact sell them so i asked where mine was, as the Colorado store was NOW telling me that sears didn't deal in that water heater. She said most specifically that they did and that they were obviously withholding the product from me because they didn't want to pay the perks that they had promised... i.e. it was not profitable for them to give free installation on a discounted item. I knew that Sears found themselves buried now by their own ineptitude, and didn't want to pay the consequences so they held this waiting game for me to give up. Obviously i now wanted a 700.00 for the 500.00 that they promised me. They didn't budge. As a matter of fact they had the national water heater guy call me to tell me that in fact the product that they sold me was a phantom... didn't exist any more, specially not for me. So i hung up and had a friend call sales and service back requesting to buy this particular water heater that they now said did not exist. As expected the representative said that they had the product but that they would not install it. My friend said... do you mean that you have this product for sale? And the representative said yes, but i would not advise buying it... EXCUSE ME? sO THIS is my runaround episode with sears... Bait and switch? False advertising? yes yes yes, all of the above... Stay away from them they do not honor a contract.

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SearsCares says: (8 years ago)
To dammera,

I want to sincerely apologize for the fiasco that has resulted from the recent purchase of your water heater. In no way has any part of your situation been handled to Sears standards and I am so sorry for the inconvenience, frustration, and time that you've lost trying to get your water heater installed by Sears. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the water heater was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (dammera) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

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