Amy in NH Posted April 10, 2014 Share Posted April 10, 2014 On February 14th I purchased a brand new stove with a gas cooktop online from a Sears Outlet store in Delaware. I've been saving for it for a few years, and it was an expensive dual-fuel range. It had been a floor model. Pictures of the stove in the store showed that it was in perfect condition. I called the store to make sure the online pictures were of the actual item I was buying. I paid a mandatory non-negotiable fee of $300 for shipping. The stove was shipped through a company chosen by Sears, which trucked it from Delaware to New Hampshire and then three hours north from their warehouse to my home. The company started to deliver the stove on two occasions during which I had to be home all afternoon to wait for it, but each time they canceled delivery for their own reasons (once when they got as far as the end of my driveway). On the third attempt, April 9th (today), they finally did deliver it. Whoever packed this stove in Delaware did not bother to wrap or package the cast iron grates on the gas cooktop. The grates bounced around on top of the stove on winter roads all over New England, and the cooktop was badly scratched. It is scratched beyond simple repair with touch-up paint. Furthermore, stove parts and the owner’s manual were handed to me shoved-into and half falling-out-of a ripped up Sears bag. The owner’s manual had packing tape wrapped around it and is all ripped up. I have no idea if all of the parts are in the bag. Obviously this is not the fault of the guys who dropped it off at my home. When I called the Sears customer service number on my invoice, I was offered a partial refund of my delivery charge or to return the stove for a refund. The thing is: I want the nice stove I purchased online at the price I paid for it. They refused to fix the scratches on my new stove, offer a replacement part, or provide me with a replacement stove that is not scratched. I just want everyone to know that Sears customer service sucks. I am sharing my story because maybe if more people complain they will be forced to provide decent service. Caveat emptor. Quote Link to comment Share on other sites More sharing options...
Amy in NH Posted April 10, 2014 Author Share Posted April 10, 2014 Quote Link to comment Share on other sites More sharing options...
Mabeline Posted April 10, 2014 Share Posted April 10, 2014 That's horrible. We are moving soon and I have no plans to buy my appliances from Sears. Quote Link to comment Share on other sites More sharing options...
Tammi K Posted April 10, 2014 Share Posted April 10, 2014 I hope you paid by credit card. Contact your card holder and ask to file a claim. If the item is not as described you have a valid complaint. I would contact Sears first and let them know you will be filing a claim. You may find they are a bit more receptive if they know you are planning to take action. Quote Link to comment Share on other sites More sharing options...
Tenaj Posted April 10, 2014 Share Posted April 10, 2014 You have my complete sympathy! I will never purchase another appliance from Sears after a customer service issue we had regarding our only 15 month old stove in February. They are not the company they used to be! Try contacting them on their facebook page. I finally got a live person calling me when I posted my complaints on that page. Quote Link to comment Share on other sites More sharing options...
gingersmom Posted April 10, 2014 Share Posted April 10, 2014 I would go without a stove before buying one from Sears. Hope your credit card company can help. Quote Link to comment Share on other sites More sharing options...
Alessandra Posted April 10, 2014 Share Posted April 10, 2014 I am so sorry! But thank you for the heads-up. Quote Link to comment Share on other sites More sharing options...
nmoira Posted April 10, 2014 Share Posted April 10, 2014 That's terrible. I hope you get some satisfaction out of this. Quote Link to comment Share on other sites More sharing options...
Mommy22alyns Posted April 10, 2014 Share Posted April 10, 2014 I am shocked that Sears remains in business. I hope you get a good resolution. Quote Link to comment Share on other sites More sharing options...
nmoira Posted April 10, 2014 Share Posted April 10, 2014 If you don't mind telling us, what's the model number? I'll bet you could replace the main top yourself if Sears shipped you the part gratis. There are YouTube videos to walk you through it. Quote Link to comment Share on other sites More sharing options...
YaelAldrich Posted April 10, 2014 Share Posted April 10, 2014 Use Facebook and Twitter to complain; unfortunately, it seems to be the only way to get customer service anymore... Quote Link to comment Share on other sites More sharing options...
Jean in Newcastle Posted April 10, 2014 Share Posted April 10, 2014 Yes, Sear's customer service is horrible. Quote Link to comment Share on other sites More sharing options...
Amy in NH Posted April 10, 2014 Author Share Posted April 10, 2014 Thanks for the encouragement, guys! I spoke with a customer service associate and a manager at Sears Outlet and they both told me the same run around. Next I posted a vent to FB on my newsfeed, along with a public photo album including multiple pictures. I asked people to please share. I also posted it on the Sears and Sears Outlet FB pages. I looked up the model on the GE website, but unfortunately the parts-blowup picture is broken so I can't figure out which part number it is. I called GE Parts, who transferred me to Service, who gave me the phone number for Consumer Relations. Unfortunately, by that time they were closed for the night. I did use my VISA card to purchase the stove. I guess I'll contact them if I've exhausted all of my other options and still gotten no satisfaction. Quote Link to comment Share on other sites More sharing options...
stripe Posted April 10, 2014 Share Posted April 10, 2014 I did use my VISA card to purchase the stove. I guess I'll contact them if I've exhausted all of my other options and still gotten no satisfaction. Definitely do this. Give Sears one more chance and then complain. You can see what benefits your credit card has through this site (you DON'T enter your whole number) https://www.benefitinformationcenter.com/ I obtained this URL from Bank of America https://www.bankofamerica.com/credit-cards/benefits-faq.go Quote Link to comment Share on other sites More sharing options...
Spryte Posted April 10, 2014 Share Posted April 10, 2014 I hope you find a solution, what a dreadful situation. Sears service is horrid. Just horrid. I am astounded that they stay in business. We've had a terrible time with them, my mother has had a terrible time, and there've been horror stories here, too. I'm sorry. :grouphug: This should have been easy, fairly painless, and you should be cooking an awesome dinner with that new appliance instead of figuring out how and to whom to complain to get the whole thing fixed! Quote Link to comment Share on other sites More sharing options...
Anne in CA Posted April 10, 2014 Share Posted April 10, 2014 I had a similar experience with Sears more than 14 years ago and have never done any business with them since. They are just nasty. In my case they tried to steal $430 worth of false charges from me and turned me over to collection knowing I didn't owe the money. I got it straightened out, but I will always despise their cheap lies. Customers are simply not important to Sears. Quote Link to comment Share on other sites More sharing options...
nmoira Posted April 10, 2014 Share Posted April 10, 2014 Try http.www.repairclinic.com or www.reliableparts.com ... they have better viewing tools. Just going by the picture you posted I came up with this part, but it might be a different year's model. No matter, it still gives an idea of the price. There's no excuse for them not replacing the part, with labor. But in your shoes I'd be willing to take the part, just to get it over with. There's a blowup here under COntrol Panel and Cooktop: http://www.reliableparts.com/lookup/230303/1564172 and a price here: http://www.repairclinic.com/PartDetail/Rangetop-brkt-asm/WB62X20977/3027907 GE's Price: https://www.geapplianceparts.com/store/parts/spec/WB62X20977 Sears' price (Part 114): http://www.searspartsdirect.com/partsdirect/part-model/GE-Parts/Range-Parts/Model-P2B940DEF1WW/0432/0122007/G1401027/00002?blt=06&prst=&shdMod= Quote Link to comment Share on other sites More sharing options...
Amy in NH Posted April 10, 2014 Author Share Posted April 10, 2014 Try http.www.repairclinic.com or www.reliableparts.com ... they have better viewing tools. Just going by the picture you posted I came up with this part, but it might be a different year's model. No matter, it still gives an idea of the price. There's no excuse for them not replacing the part, with labor. But in your shoes I'd be willing to take the part, just to get it over with. There's a blowup here under COntrol Panel and Cooktop: http://www.reliableparts.com/lookup/230303/1564172 and a price here: http://www.repairclinic.com/PartDetail/Rangetop-brkt-asm/WB62X20977/3027907 GE's Price: https://www.geapplianceparts.com/store/parts/spec/WB62X20977 Sears' price (Part 114): http://www.searspartsdirect.com/partsdirect/part-model/GE-Parts/Range-Parts/Model-P2B940DEF1WW/0432/0122007/G1401027/00002?blt=06&prst=&shdMod= Thank you!! :) Quote Link to comment Share on other sites More sharing options...
Audrey Posted April 10, 2014 Share Posted April 10, 2014 I sympathize with you. FWIW, Sears Canada doesn't have any better customer service. We had a mini-nightmare trying to purchase a working vacuum cleaner from them several years ago. Never again. I've not bought a single stitch from them since. I do hope you pursue this through your cc company. That seems to be the one thing that will grab their attention. Good luck, and please update us! Quote Link to comment Share on other sites More sharing options...
mamaraby Posted April 10, 2014 Share Posted April 10, 2014 I'd suggest Consumerist, their suggestions on how to write an effective complaint letter, and their executive email carpet bomb. Quote Link to comment Share on other sites More sharing options...
RoughCollie Posted April 10, 2014 Share Posted April 10, 2014 . Quote Link to comment Share on other sites More sharing options...
Guest submarines Posted April 10, 2014 Share Posted April 10, 2014 I sympathize with you. FWIW, Sears Canada doesn't have any better customer service. We had a mini-nightmare trying to purchase a working vacuum cleaner from them several years ago. Never again. I've not bought a single stitch from them since. I do hope you pursue this through your cc company. That seems to be the one thing that will grab their attention. Good luck, and please update us! We bought all of our appliances from Sears, and for our rental unit as well, and their customer service has been exceptional. I'm a bit nervous now, with all the horror stories, but wanted to pipe in that maybe it varies based on location. We've been very happy with Sears Canada. :o Quote Link to comment Share on other sites More sharing options...
nmoira Posted April 20, 2014 Share Posted April 20, 2014 So Amy, what happened? Did you get satisfaction? Quote Link to comment Share on other sites More sharing options...
Tenaj Posted April 20, 2014 Share Posted April 20, 2014 I'm amused that this thread popped up again because I just realized this week that the promised refund Sears promised to my credit card has not arrived! Grrr. . . . back to the non-existent customer service phone number. Never again! Quote Link to comment Share on other sites More sharing options...
stripe Posted April 21, 2014 Share Posted April 21, 2014 I'd suggest Consumerist, their suggestions on how to write an effective complaint letter, and their executive email carpet bomb. I sent a (real, postal) letter to a corporate exec at Ikea after my customer service disaster with them, and she called, vastly more interested in where I found her name (hint: not really a secret when you're listed all over the place) than helping me. Her view was, gee, too bad the screw in the package was dented, the store manager would only supply a similar part (with major attitude), and took weeks to send me the correct one. My advice is: check you have all the parts while still in the parking lot. They don't care that you drove all the way back to the store to get there before closing, leaving a half-assembled bunk bed in the middle of the room. My husband had a similarly idiotic encounter at J.C. Penney, where he was told that there were none of the item he was holding two of in his hand, that there was only one, on the manager's desk. Yeah, okay, so .... ? There's a reason these stores are failing, that's all I have to say. Except for Ikea. That goes unexplained. I guess cheap wins the day there. Quote Link to comment Share on other sites More sharing options...
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