Sears review: A replacement front end washer that was approved per our protection agreement and delivery continued to be delayed

On December 5, 2023 a serviceman had been scheduled to address a complaint regarding a terrible noise our front load washer was making . It is under a protection agreement . He found nothing wrong but the problem persist . A tech came on Dec 8th and ordered 7 parts . I was told to stop using the washer because if I continued to use it, it could cause worse bearing problems. A technician was scheduled for December 14th but this appt was cancelled by Sears, On Dec 19th two techs came and tore down the washer completely . They found that it now needed a “spin basket” . The tech tried to ordered it but stated he doubted it would be available . If it was available he stated he would be back on January 19th. This was now a total of 8 parts that were ordered to fix our washer. I called numerous times to check on the part and was given different stories. Some told me the part was not available and I would be getting a new replacement but they needed documentation from the technician. Others told me the part was available and would be delivered soon . The appt on January 19th was cancelled by Sears. A new appt was scheduled for January 29th , however I had it moved earlier to January 26th for obvious reasons . On the morning of Jan 26th I received an e-mail that the appt had been moved to February 7th . On Feb 7th the tech came and immediately opened the box on the carport containing the “spin basket” and noted that it was a bad part , was corroded and he could not in good faith install the defective part . We were appreciative of his honesty . He then made some calls and said we would be getting a new replacement washer and that someone would be contacting us with an authorization code in 48- 72 hours . I never received any further notice so several days later on Feb12th I called Sears and they told me a replacement had been approved on February 8th. I ordered the machine they suggested online along with additional parts on Feb 12th. I was told the earliest delivery would be March 5th. Keep in mind we have now been without a washer since the middle of December . I received notice on February 24th that the machine would now be delivered on March 12th . Today, on March 1st , I received notice that the replacement machine could not be delivered until March 19th. Now, please be aware that we will have now been without a washer at a great inconvenience for over 3 months .

I cannot even count the times I have called to try and get the delivery sooner . Each time I am basically told it’s because of the delivery schedule and something to do with our zip code . I called again this morning March 1st , and was told the machine is at the warehouse but because of the delivery schedule and our zip code it would have to be March 19th . I explained repeatedly that this was not acceptable . We have been a loyal customer of Sears since the mid 80s and this is no way to be treated. I told them that they needed to make the delivery happen very soon( like March 5th ) because of all we have been through with Sears . We have even recently taken out a protection plan that covers all of our appliances . I’m really starting to doubt our decision .

I have explained above as best I can , according to my calendar notes. We now have 3 gigantic boxes of parts cluttering up our carport . Sears has yet after multiple phone calls from me been able to find a way for them to be picked back up . They were ordered by the technician and delivered by UPS , but now UPS has refused to pick them back up . After about 10 phone calls to Sears regarding this problem we have had no resolve . The boxes are heavy , my husband is disabled and like I told the reps at Sears , this is not our problem . Sears higher ups need to figure out a way to have these boxes picked up . We cannot even get our 3rd vehicle under our carport bc of these boxes taking up space .

As you can see this all seems a bit unbelievable however this is exactly what has taken place .

Please, please send this upstream to managers, supervisors or someone that can make this right .

I am asking nicely to please have our washer delivered by March 5th and the 3 gigantic boxes containing a total of 8 parts which belong to Sears to be picked up asap .

My phone number is [protected] and I would love to discuss how you can remedy this terrible situation we are in .

Sincerely ,

Sheri and Jerry Wilkie

185 Turkey Trot Lane

Hot Springs , AR 71913

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