Sears Complaint

Sears Complaint


Disgusting refrigerator - Kenmore Pro 79993 23.7 cu. ft. Counter-Depth French Door Refrigerator w/ Pro Style

To whom it may concern,

I recently purchased a home and placed an order at sears for a Kenmore Pro 79993 refrigerator with a five year warranty. My order number is 849551567. The condition of the item stated that there was only a dent on the side. When the item was delivered a week later, I was not home to receive it but my father immediately called to inform me that the refrigerator was in terrible condition. Upon my arrival, I could see that the refrigerator seemed to be previously used. Most of the shelving and screws were completely rusted out, there was food crumbs and even bugs in the inside; not to mention the smell. I immediately called the sears outlet customer service line and let the supervisor, Robin, know how unhappy I was and that I would like to return the item immediately so that I can purchase a usable refrigerator. She got in contact with the closest store (Lafayette, LA) and the supervisor Kendall who was tasked with setting up the pickup. This was on May 30, 2017. At this point, it has been almost two weeks and I have not received a call from anyone. I called Kendall a few times last week and he assured me that the pickup company would be calling yet they have not. I contacted customer service again today, June 12, and was told that the pickup request was input in error and that I should give them another 48 hours to resolve the issue. At this point, I am a very unhappy customer. I have been in my home over a month without a usable refrigerator and unable to even purchase due to spending $3200 on this one. Additionally, the customer service has been subpar with no empathy during any of the phone calls and no one being able to offer me any more than $100 on a $4000 purchase. I have been told that there are no gift cards or coupons for the inconvenience. Basically I just have to wait and be inconvenienced with no recourse. It baffles me to know that this is the type of service that Sears provides. Hopefully, something can be done so that other customers like myself can be better taken care of in the near future. At this point, I would like someone to escalate my issues so that the refrigerator can be picked up and I can receive a refund in order to order a decent refrigerator.

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