What a nightmare! On Feb 24th 2008 my boyfriend and I purchased a new Kenmore washer and dryer. We both work M-F 9-5. The earliest delivery date they had that would work around our work schedule was in 2 weeks! We were scheduled to have them delivered and installed on March 10th between 5 and 9pm and remove our old washer and dryer.
The showed up at 5:30 with the new washer and dryer. One of the guys came into the apartment with me so I could show him where it needs to go (upstairs in the laundry closet within our bedroom). He walked right in with his boots on which he had worn in the alley in the rain. Great. Now I have little rocks and who knows what else from the alley all over my laminate floors!
He then told me that he needed more room in the bedroom to install everything. We had cleared out all that we could the day before and measured to ensure there would be enough space. All that remained in the room was our bed and our wardrobe. I told him that the only way to get more space in there would be to dis-assemble our bed. He said okay, go ahead and take the bed frame apart. He said to give him a call once it was cleared and then he'd come back to install the new appliances and remove the old ones that night.
The specified delivery time was 5-9 pm. They left at 6:00, leaving our new washer and dryer in the middle of our kitchen. I took apart the bed, flipped the mattress against the wall and moved the wardrobe completely out of the way. I called him back at 7:00 (as instructed). When I got a hold of him he told me that he is going home. I'd have to re-schedule another delivery time through the store.
We were outraged! We were promised that he would come back and install everything that night. Now all of a sudden he's going home half way through his shift and we're left with no bed to sleep in and a washer & dryer in the middle of our kitchen!
We called every possible Sears number we could find. The only person who answered the phone was some lady who told us that there's no way we were getting anything installed that night and we'd have to wait until Saturday (it was Monday) for someone to come out. The mattress was at the very back of all the bed frame pieces and the wardrobe. There was no way we could even lay it on the floor.
After spending the night sleeping on our now dirty laminate floors, I made quite a few phone calls the next day. I finally talked to somebody who apologized for what happened and they said the best they could do is have the same guys come out to install everything in 2 days. That means 2 more nights of sleeping on the floor.
What we still cannot understand is how after waiting 2 weeks for a delivery time, this guy can be going home half way through his shift one night, and then be 'completely booked' for the next few nights.
Apparently Sears contracts out their delivery service and this service doesn't do overtime. Shows how much they care about their customers. I've had Ikea deliver at 10:30pm to keep their promise of a delivery time and keep their customers happy.
I called the store manager and he apologized for us being lied to by the delivery guy and having to sleep on the floor for a few nights, but explained that there was nothing he could do. We had spent over $1000 on the appliances and almost $200 in delivery / installation fees ($50 delivery, $80 washer installation, $20 dryer installation, and $40 for removal of our old washer and dryer). I asked the manager for some sort of compensation for all this. He said he was willing to give us a P refund from the delivery fee - the $50 delivery fee that is.
So in the end they're giving us a $25 refund from a $1200 purchase, dirty floors, and a cold hard floor to sleep on for 3 nights. What a joke and what a nightmare!
I will never step foot in another Sears store.