Sears

I purchased a “new in box” refrigerator, washer and dryer from the North Phoenix Store on Greenway on 3/6/2016. I was shopping for new appliances and went into the store where a sales guy named Jason helped me pick out the models I liked. I left without purchasing because I wanted to shop around but took his information with the promise of ensuring he got credit if I returned. When I returned to purchase the items he was gone but the female sales manager told me she could help me. I gave her Jason’s information and the model #’s he had given me and she worked with another associate to ring me up. When it came time to enter the Jason’s sales # she told the associate helping to mark his name down since Jason was not around. He knew this was dishonest and looked up Jason’s number to add it to the sales order. I request morning delivery and was promised that would not be a problem since I was scheduling delivery so far out. Delivery was scheduled for 3/19. When I received a call on 3/18 to confirm delivery they told me they only had afternoon deliveries available and that they could not accommodate my request. I was moving and needed to have availability to these items so I rearranged my work schedule so I could be there. After missing the delivery window I had to leave and my brother stayed to accept the deliveries. When all 3 “new in box” items showed up the washer had a noticeable gash in the bottom right side of it and the dryer was scratched and dented. The delivery drives told me I would have to call in on Monday because they could not do anything at that time. I called on Sunday and left a message for Jeremiah, the delivery manager out of the Tempe Office to call me back. After not receiving a call on Monday I called in and spoke with him, he was apologetic and told me he would take care of a replacement quickly and to hold tight, he would call me right back. 3hrs later I called in again and he told me he had not gotten to it yet, but would take care of it right now and call me right back. 4hrs later I called back and he told me that he was waiting to hear back from the original store. I called him the next day 3 times and received guarantees of immediate fix and a quick call back but never received a call back. On the third day he finally told me they would be out to replace the washer the next day and that he would call me with the time. He never called back. I called the store the next day and they confirmed delivery that evening for the washer. I called Jeremiah that afternoon about the dryer and he told me that they didn’t have another model but that a new delivery was schedule in a day and there was a new unit on that delivery. He would call and set it up once it came in. After 3 days of waiting I called Jeremiah and asked why he never called me back. He said that he needed to call the other store but he would get right on it. Again, no call back. After called 3 more time (yes 3), he finally told me they don’t have that unit anymore but that they would find me a comparable model and schedule delivery. I told him that I needed to have that unit quickly so I could dry my clothes. He said he would call and schedule it that day. No call back and no word from Jeremiah since. It’s been over a week and over 8 calls and not once has he called me back to give me any updates. I have never in my life received such poor customer service from an individual. At this point I am ready to just get a refund and go pay more somewhere else so I can actually use what I’ve purchased. I would really like to get either the dryer I paid for or an upgraded model this week. I can not wait another week waiting for Jeremiah to call. I would like this complaint forwarded to the Office of the President. In my opinion you need to fire Jeremiah for damaging your stores reputation. I will never ever buy anything from Sears Outlet again because of the poor customer service I have received. I understand things showing up damaged but to not call someone back over 8 times and to not do anything about the damaged units… very very unsatisfied with my purchase. I’ve filed a complaint with the Better Business Bureau and will be posting my dissatisfaction on social media. Consumers need to be aware of the shady sales tactics and poor customer service running wild in your stores. I hope someone is able to rectify my issue quickly as well as look into who is running these stores. You can reach me at [protected] or Sam.[protected]@gmail.com.