• Report: #390435

Complaint Review: Sears, Sears Outlet

  • Submitted: Wed, November 12, 2008
  • Updated: Wed, November 12, 2008

  • Reported By:Gloversville New York
Sears, Sears Outlet
http://www.sears.com Hoffman Estates, Illinois U.S.A.

Sears, Sears Outlet Sears sold two bad Laudry units to me and I have to wait 2 weeks for a properly working unit. Hoffman Estates Illinois

*UPDATE Employee: Test it before you take it

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My husband and I bought a Frigidaire washer and dryer combo unit at the Sears Outlet in our local community on Oct. 1, 2008. When we bought the unit the woman asked us if we would be able to get the unit into our home. We said yes. she told us that she was asking because people had returned items because they would not fit in the home, and if we did the same that we could return the item but there would be a restocking fee.

Then she went on to say that the only time we could return the unit and not have to pay the restocking fee is if the until malfunctioned, and that we could only exchange the Frigidaire Combo for another Frigidaire combo

Well When my husband and I hooked up the unit it malfunctioned. The washer part would not work without the dryer running, and they were supposed to work independently. My husband and I decided to take the unit back to the Sears Outlet Store. My husband called the store and spoke to the Store manager beforehand to let him know what was going on, and he said to bring the unit back, and that if their was another Frigidaire unit in the store we could exchange them.

When my husband had gotten to the store to exchange the unit. They wanted us to pay another $30 dollars because when we bought our unit it was on sale and now when we returned the unit it was no longer on sale. My husband complained to them that the unit was broken and that we had to spend the time to pick up the unit bring it home and install it and then spend the time to bring the unit back to the store. They eventually dropped the $30 dollar charge.

We brought the exchanged Frigidaire unit home and this one was not working properly. The washer dial would not run through the cycle and my washer had been running all night. We called the Sears parts and Repair Services 1-800-4-my-home and order the part for the washer and then the Technician was to come a week later after the part had been ordered.

The technician came today 11-12-08 and tried to install the new timer for the washer. When he did so he informed us that it was a bad part. He then said that he would have to order a new part and that he would be back next week.

My husband called the 1-800-4-my-home for the Sears parts and Repair Services to file a complaint. He was hung up on not once but twice! My husband was upset but he never swore or threatened anyone, and I don't understand why he was hung up on. When he called back he was finally able to talk to a manager. The manager took the complaint and my husband was told that there was nothing that he could do about it.

Now I have to wait another week for this washer and dryer unit to work properly. I have two small kids and a working washer and dryer unit is important to have.

Gloversville, New York

This report was posted on Ripoff Report on 11/12/2008 09:29 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Sears-Outlet/Hoffman-Estates-Illinois-60179/Sears-Sears-Outlet-Sears-sold-two-bad-Laudry-units-to-me-and-I-have-to-wait-2-weeks-for-a-390435. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Test it before you take it

AUTHOR: The Consumerist - (U.S.A.)

I work for a Sears Outlet store, very notorious for broken things consistently. I always suggest to my customers that we test the merchandise right there to ensure proper working order. We have a roughly 5-10% failure rate within the first 90 days and it usually occurs within the first 24 hours of you taking delivery of the appliance.

All the stuff at Sears Outlets are a mix of
New (In box), Used, Discontinued, Refurbished, Returned and have cosmetic damage.

Employees Do not know the history on any of the Appliances in the store don't believe that saleswoman they switched us over to 4.50 Hourly plus +1% commission recently. There is over 1000 appliances in most outlet stores an employee will never know directly what the issue is with each one hence my get it tested before you leave part.

As part of the exchange? I don't understand the Equal Exchange part if a customer at our store wants to switch to a different unit altogether we can do that + honor the sale that it was on or the new sale (if it's better) Not sure why its different in the Midwest region just ask to see where its written on paper or receipt and that you can get out of the Frigidaire crap and get a whirlpool.

Some deals are great there while others (especially TV's) are horrid.

try calling 847-286-2500 which is Sears Executive Service Which is a CEO's office Number, tell them the restocking fee on merchandise that's delivered broken is unfair to the consumer and that you shouldn't have to wait hopefully they'll change it. But it's in place to keep the return % below 3.5%

Good Luck!
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