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 We Need a Working Stove for Thanksgiving, Sears!
Posted Sat November 22, 2008 12:00 pm, by Martha S. written to Sears, Roebuck & Co.
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Dear Sir,
We bought a new range from Sears on 11/16/08. It was delivered and installed on 11/21/08. The installer tested our new range and it did not work. We called the service department and were told that we couldn't do anything at that time and had to wait until the next day, today--Saturday. We spent THREE HOURS, starting at 8:00 a.m. on Saturday morning, trying to call Sears and get someone to come out and fix our new range. Because they delivered the new range and installed it, they took our old range out. To us, this seems to be somewhat of an emergency--we have nothing to cook food on. They are telling us that Tuesday is the soonest they can come out and that the repairman may have to order a part. They cannot even guarantee that we will have a working range on Tuesday. May we remind you that this is a BRAND NEW APPLIANCE. You would think that Sears would have some sort of emergency repair service for major appliances since people are "really STUCK" without them. With Thanksgiving coming and a houseful of people coming to our house, we are seriously in need of the appliance we purchased in good faith to be working. In addition, it doesn't seem to us that Sears even cares that we spent a day (time off from work)waiting for delivery and installation and now have to spend another day (more time off from work!) waiting for REPAIR of a BRAND NEW APPLIANCE. We are really puzzled by their response.
This has soured us on buying from Sears again. We have in the past always relied on their good name and service when it came to major purchses. We will probably be looking for a washer and dryer in the next few months as well as a new refrigerator. We don't think we'll be returning to Sears.
I would like to have Sears send out a repairman immediately with the necessary parts (they can find out what's wrong just by calling the installer) to fix our range. If they are unable to fix the range, they should be willing to offer us another comparable one at a comparable price and have it delivered asap. We bought this range in a timely manner and in good faith that we would have a new and working product in time for Thanksgiving. Now we have no working stove to cook on and will probably not have one in time for the holiday.
Sincerely,
Michael and Martha, PA
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by me&you Posted Fri November 28, 2008 @ 1:34 PM
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Please come back and let us know if you got a replacement stove in
time for Thanksgiving.
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by me&you Posted Wed November 26, 2008 @ 2:35 PM
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Well?
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by Stan D. Posted Tue November 25, 2008 @ 3:49 PM
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I had a very similar experience with a washing machine I purchased
from Sears a few years ago.
They delivered a broken and dented machine. They then made it as
difficult as they possibly could for me to arrange a deliver of a
replacement. They kept offering me $50 off the purchase price and to
send someone out to fix it within a week. (This was new, high-end
model).
Fortunately, there was nothing like Thanksgiving dinner at stake.
I have not spend $1 at a Sears store since.
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by mrsdkm Posted Tue November 25, 2008 @ 12:32 PM
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Sears repair servic is terrible. I would have canceled the order and
gone to an appliance store,
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by me&you Posted Mon November 24, 2008 @ 12:28 PM
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Can you give us an update?
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by Nicole F. Posted Mon November 24, 2008 @ 11:10 AM
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Call the store where you bought it, ASAP!
You are well within the 90 return policy and you should ask/demand a
new stove, delivered free of charge and you should not be charged a
restocking fee.
I don't know about your store, but my store has daily delivery...I
hope they have it up there so you can get a stove in time. You only
have two days--I really hope they get you a new stove that actually
WORKS.
And why the heck did the installer leave it there? If it didn't work,
he could have packed it up and taken it back. But I don't know the
policies of installers, but it would make sense to me to attempt to
trade it out immediately for one that works.
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by cissy Posted Sun November 23, 2008 @ 1:22 PM
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At the very least a loaner should have been sent out the same day
until a new unit was available. Don't let this set back ruin the
holiday. Barbeque, pot luck or go out to celebrate. Enjoy !
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by Mary K. Posted Sun November 23, 2008 @ 11:36 AM
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The same thing happened to me except it was with a washer/dryer. We
waited three weeks for them to be delivered and when they finally
came, the washer did not work. Even the delivery guy said we should
receive a new washer and not have to wait to have one repaired. I was
told someone would be sent out on the following Tuesday. Well,
Tuesday came and went and no one showed up. When I spoke to customer
service, they said that was a "tentative appointment" and they would
not be able to send someone out for about 2 weeks. They were also
extremely rude on the phone; I had enough and told them to come and
pick up the units and I would purchase somewhere else. And I
cancelled all my other deliveries from them (my husband and I had just
purchased a home and were upgrading pretty much all the appliances in
the house. For some reason, they became very nice all of a sudden,
but I did not give in. They came and picked up the appliances and I
purchased elsewhere and had them delivered within 5 days. DO NOT
settle for anything but a new unit-- that is what you paid for and
that is what you should receive!!!
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by Kelshir Posted Sat November 22, 2008 @ 11:24 PM
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The store should have offered a replacement stove to be delivered and
installed either that day or within a few days. That really is
horrible customer service, especially this close to the holidays.
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by me&you Posted Sat November 22, 2008 @ 4:19 PM
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Why are they wanting to repair a BRAND NEW STOVE? What did they say
when you told them to just send out a replacement one, since this one
is clearly BRAND NEW? You shouldn't have let the installer leave your
house without first odering a replacement, and then putting your old
one back in.
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by Dunno Posted Sat November 22, 2008 @ 1:38 PM
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If I ordered a stove, and when it was installed, I think I might
demand they take it back and reinstall my old one.
Service is notoriously slow on appliances, let alone the fact that a
new appliance should work.
What they should do, I think, is find another of the same model and
get it to you toot sweet. I see no reason to wait for a repair person
and then possibly wait for parts. For a new applinace that's just
nuts.
Good luck.
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