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| - Whoever is reading this, I strongly advise you to never purchase anything from Sears.
Especially anything considered a "large purchase". I spent over 6k on appliances for my new house. I bought a washer, dryer, refrigerator, oven, and over-the-range microwave here. This is the third biggest purchase of my life behind my house and car, and I deeply regret giving my money to sears. The washer and dryer came and were installed just fine but that is where my good experience ends. The microwave install was completely botched. My wife was the only person home, and the installer drilled a ~3'' diameter hole for the power cord to feed through my cabinet. Unfortunately, it was drilled in the wrong place so he had to re-drill, so I now have a gaping hole in my cabinet. He did not fasten it down, so the microwave rocks back and forth when I open the door. He also stripped the screws on the install, and deformed the microwave trying to get it to fit. He also put very large holes in my wall, because he did not install the microwave mounting hardware correctly, and had to also redo that a second time. Completely shoddy work, and I would be ashamed to associate myself with a contractor like that if I were sears. My wife is not handy so she did not know to check for these things and keep the installer there, but at the same time she should not have to considering we paid an extra $120.00 for the install on a $400.00 microwave. At that price it should have been done professionally.
The salesman talked me into a refrigerator that was not on the floor, an LG model, and then somehow a Kenmore showed up at my house. I called the store to fix these 2 issues and was told a manager would call me back. No call back. Called the next day and was assured a manager would call me immediately. No call back. I finally had to drive 25 minutes to the store and then waited around for 30 minutes to see a manager. Their manager John was completely unprofessional and overall gave off a vibe that he did not care. He seemed more interested getting away from the situation rather than fix it. I got the refrigerator that I wanted finally but overall it was a hassle because I had to be home for a second day for the second delivery/install.
The microwave re-install was for some reason pushed out 2 more weeks. The day before the install, I received a call and found out they had my address wrong. Funny enough, I had them correct my address in the two previous trips to sears, so I don't know how it ended up still being wrong. Then, the person on the phone told me that since they had to change my address they would have to push the delivery date back yet again. By the way, all of sears customer service phone calls are routed to India. I am not racist, but there is very obviously a language barrier and I definitely felt like the person on the phone did not empathize with my situation, most likely because they were reading a script. The worst part of all this was they told me it was my responsibility to call them in 48 hours to get my new delivery date. When I protested to try and tell them that was unacceptable, the representative just kept repeating "You will have to call back in 24-48 hours".
At the end, I am returning everything. I've never experienced anything quite this bad in my entire life. I consider myself a reasonable person, and I try to give the benefit of the doubt when dealing with situations like this so I am just in utter disbelief that this many things could go wrong with no help to fix it on Sear's end.
It is no wonder to me that Sears is losing business. If you read this far, I hope my experience inspires you to never purchase anything at Sears. The level of frustration of spending this much money and having this many problems is unparalleled to anything I have ever dealt with. Please avoid at all costs!
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