I am being forced to write this email because of the terrible experiences I have encountered Sears customer service, as I have been very frustrated to get installation service for my new purchased gas stove from Sears recently. I hope someone in your organization can get attention on this.
I ordered gas stove with installation services on Feb 19 2010, the installation was scheduled on Feb 20 2010. The gas technician came over and said they could not do it since the price didn't include the pipeline services. I just had Enbridge technician inspected my kitchen a week ago, they left work order saying only a shut off valve is needed, no comments on pipeline. I showed Sears technician the work order, they said they don't care. I asked how much was the extra charge for that, the technician said it would be $110 to $120.
Sears installation department called me on Feb 22, the lady said, there is an extra charge to re-route the pipeline, and the extra charge will $150. Wow, this charge is much over the estimate from their technician. I ask her why the extra charge is so much and different from their original estimate. The lady said, "because you were lying to us!! ". Then I said the Enbridge technician didn't have any comment on pipeline in work order, then lady said, "You should ask Enbridge to have it installed, not us!! " I was so shocked when heard this from Sears customer services. What a Sears customer service!
Around 6:00 PM on Feb 22 2010, I spoke to the Sears store where I purchased stove, and I agreed to pay a little bit extra cost. The store scheduled the installation on Feb 24 2010.
On Feb 24, no technician showed up, no phone call, no confirmation. I called Sears around 6:00 PM, the representative confirmed I had the schedule between 9:00 AM and 6:00 PM, but she didn't know why the technician didn't show up. She said all she can do was sending a message.
On Feb 25, no one contacted me regarding the issue, I called Sears customer service again, she took my information and all she can do was sent another message. I asked I need to know what happened.
Around 2:00 PM, the Sears contract contacted me, they have to re-schedule the installation for Feb 26. I asked why the technician didn't show up on Feb 24, they said they are Sears contract, they didn't know anything.
I called Sears customer service again, and ask what happened to my scheduling, I wasted a day for nothing, and representative said she will send another message.
Till now, no response, no phone call, no explanation, no apology from Sears customer services.
This is my first experience to order appliance and service from Sears, and it's been horrible. Sears doesn't really care their customers. I'm wondering does Sears have "customer service"?