SALES CHECK * **************WASHER AND DRYER ARE DAMAGED ON THE OUT SIDE AND DEFECTIVE...

GetHuman-imoomao's customer service issue with Sears.com from June 2018

43 views
 | 
44 similar
 | 
0 following
Help with my Sears.com issue
GetHuman-imoomao's next move: try calling Sears.com again.
The best way to get your problem resolved is to tap the button below to start calling Sears.com. We will check on you later to see if it's fixed or needs to be escalated.
The issue in GetHuman-imoomao's own words
SALES CHECK * **************WASHER AND DRYER ARE DAMAGED ON THE OUT SIDE AND DEFECTIVE IN OPERATION. THESE ARE NOT THE UNUSED FLOOR MODELS WE SAW AT THE STORE. * My Husband and I both started to reach out to Sears a number of times via phone, devoting several hours in this process. Our initial call was well within the ** hour time to report a problem with the delivery. But of course, not being able to get through to a human being, took up a few hours more time.**SOLUTION: I would like these two machines to be picked up, taken away and a full credit reflected on my brand new Sears credit card. I AM NOT WILLING to have major repairs made on brand new machines. Given the level of service, detailed below, and the amount of our wasted time, I have no further confidence in Sears. * By the way, my previous laundry pair, also extra large front loaders, were bought from sears and they functioned almost flawlessly for ** years.**DETAILS** We purchased two floor models, Electrolux washer and dryer, which we examined at the store with the salesman. He and we agreed that there were no scratches or dents on the machines. * At the same time we purchased installation accessories—a stacking kit, hoses and a valve. The salesman said they would be put inside the machine, that the machines would be picked up by the warehouse the next day, and that delivery would be a couple of days later. * ** Initial delivery date was confirmed by multiple text messages and recorded phone calls, including one of each on delivery day. Within a few minutes, I got a text telling me that the delivery had to be postponed and that it was my job to call and reschedule. * When I asked why the machines were held up, I was told because they couldn’t find the accessories for the installation. I suggested they look inside the machine, because that’s where I the salesman put them. The warehouse man with whom we spoke agreed that inside the machines was the typical place for accessories. But if they weren’t there.* This is when I began to suspect that the machines we were going to get we’re not the original machines we had inspected. And this was during and immediately following memorial day weekend, I wondered if they had given our machines to someone else ? But I tried to reach me in a good mood over all of this.*** The Delivery on Tuesday included stacking the pieces with the stacking kit we had purchased. However, the warehouse had failed to reverse the door on the washing machine, as is indicated on the sales order. The gentleman who were making the delivery and installation informed us that they were not qualified to switch the doors. So I had to schedule a service date, which is to be Monday. *** I began to do my wash. I was shocked to discover that both machines are defective. The washer makes a very loud, clutch like noise when it reverses direction, as it does throughout the washing cycles. It also squeals on the water intake, not the normal sound of filling, I just also rumbles and shatters like crazy when it’s spinning. * The dryer makes a squeaking noise as spins. It sounds more like a mechanical sound than the sound of the belt. Nor dry properly, neither on the various settings, nor on the timed dry at the longest time and the maximum July nor dry properly, neither on the various settings, nor on the timed dry at the longest time and the maximum dry level. I dry the loads again and again, but they were never dry. Being completely dry is very important to me as I have serious allergies to mold and mildew. That’s why I brought these machines in the first place, because of their superior capability both to sanitize and to dry completely. * ** As I was trying out the machines, I saw several deep scratches as well as a dent. These are on the left sides. The right sides are against the wall, so I can examine them. Both my husband and I saw the machines in the store* when he came in that evening, he confirmed that there was no damage to the machines in the store.*** I called three or four different numbers to try to reach customer resolution, I just kept getting connected to the delivery of art department. The gentleman I did reach, however, told me that if the machines were floor samples, that meant that they were discontinued models. No one told my husband or me that are just fine discontinued my sheets. There were other machines on the floor for that much more money. That guy also told me that it was the practice of Sears to wrap the machines on the floor then load them on a track to the warehouse. But at the warehouse, before delivery, they intentionally UNWRAPPED MACHINES BEFORE THEY WERE SENT OUT FOR DELIVERY, so delivery guys could spend less time at each delivery location. * I have never heard anything so ridiculous in my entire life. I have been to the house for almost ** years. I have never received a piece of furniture or a large appliance that was not either wrapped tightly and moving plastic or at the very least covered with moving pads. I have been keeping house for almost ** years. I have never received a piece of furniture or a large appliance that was not either wrapped tightly and moving plastic or at the very least covered with moving pads If that is indeed Sears policy, no wonder you get machines back. * Also, as these machines were not wrapped for delivery, how do I know what damage was done to them in transit?
GetHuman-imoomao did not yet indicate what Sears.com should do to make this right.
I have an issue with Sears.com too
How GetHuman-imoomao fixed the problem
We are waiting for GetHuman-imoomao to fix the problem and share the solution with the rest of us customers.
Follow this to see how it gets fixed
Do you have a customer issue as well?
We can help you get Sears.com's attention and get better help faster. Tap below to get started.
Having Sears.com issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
How would Sears.com email you?
This email address isn't valid
Follow this issue
See how GetHuman-imoomao fixes it.
This email address isn't valid

Sears.com

Customer service issue
Reported by GetHuman-imoomao
Jun 15th, 2018 - 9 mons ago
I have an issue with Sears.com too
Not resolved
Seen by 43 customers so far
Similar issue to 44 others
0 customers following this
Follow this issue to see how it gets fixed
Items needed
Order number
Billing address
Email address on the account (if applicable)
Timeline
GetHuman-imoomao started working on this issue
Jun 15th, 2018 8:10pm
GetHuman-imoomao shared this issue with friends on Facebook
Jun 15th, 2018 8:11pm