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| - My husband and I purchased an entire new suite of GE appliances on Saturday, mid-March. We buy a side-by-side refrigerator, a gas stove with convection oven, a wall mounted microwave, and a dishwasher all in the smudge proof slate finish. We didn't realize when we went there, but it was during Sears' Friends and Family Weekend. Anyway, we end up spending nearly two hours while the sales associate tries to ring us in. Eventually, the manager comes and he's not having any better luck. So, they tell us to come back on Monday and they will honor our discount.
Monday comes and it ends up taking about 1 hour and 45 minutes for them to get us rung in. They're still having issues, but eventually find a way to bypass the system. So, in total, we've waited nearly 4 hours to purchase these items. In this time, they setup delivery for Monday, April 4th.
The following weekend, I get a call from someone to setup our microwave and dishwasher. We explain that we wanted everything delivered on the same day. They say they can't coordinate that. I say, "Can't you at least make sure your people deliver the microwave and dishwasher on the 4th? Most people want to rush delivery. It shouldn't be a problem for me to extend it, instead, is it, especially after we made it clear in the store what we wanted?" Eventually she relents and schedules us for the 4th.
Easter weekend I get another call that they want to come deliver our microwave and dishwasher. Essentially it's the same conversation as the last time and they agree, again, to deliver on the 4th.
Finally the 4th gets here and everything is delivered. However, to get the fridge in the house, they had to take off the doors. Easy enough. The problem is now one of the doors doesn't close. We called the office immediately, hoping that they could get the same guys to turn around and fix this mistake, but that doesn't happen. Instead, they say that they will send someone out on Wednesday and that we will get a confirmation call Tuesday. We made sure they knew that we already took one day off of work and couldn't take another. So, the person would have to come after 2:30 (remember that, it comes back later). When the confirmation call doesn't come, we call the store and first, are hung up on and then, are handed over to 4 different people. The consensus is that we have to have GE come make the repair, even though it was Sears that caused the problem. After a while, we finally talk to someone who understands that this isn't GE's problem or error and agrees to send someone out. Again, we make sure they understand that it has to be after 2:30.
Now, it's Wednesday and I get a phone call at 8:17 am from someone from Sears saying that he's at the house and that someone needs to answer the door. I explain that we said it had to be after 2:30 and that no one is home. He says he will juggle some things around and try to come back. Then, at 12:15, I get an automated call from Sears stating that someone is on the way to my house. It's automated, so I can't respond; however 10 minutes later a different repairman calls to say he's at the house. I have the same conversation with him that I had with the first guy and he says he'll talk to the store and they'll make sure someone comes back out. Finally, at 3:20, someone shows up. Yay, or so we thought. The guy is there to fix the dishwasher (WHICH ISN'T BROKEN). After all that, they sent the wrong guy and he "doesn't work on refrigerators." So, now I'm waiting to see if they're going to send someone else out or if I have to wait another day with my brand new fridge not working properly.
I would seriously cancel the entire order if I didn't know that you would charge me a ridiculous pickup and restocking fee. This is the epitome of horrible customer service on every level and shouldn't have to be tolerated by any customers, let alone someone laying down thousands of dollars in a single visit.
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