This letter was sent to the home office of Sears to share my feeling. Someone called and left a message. However, I was never able to talk with the customer service person. So I have decided to post my letter here.
"I just want to let you know how disappointed I am with Sear Home Improvement. I originally begin to write you to inform you that it was my intention to file a complaint with the Better Business Bureau against Sears Home Improvement for not upholding commitments made during the sales presentation and for warranty service that your installer was unable to complete. At this time, I am not if But I have chosen not to pursuit this action. However, I would like to share with you the
frustrations that I have encounter with service provided by your company.
Based on the presentation made by your Sales Associate, we purchased kitchen cabinets and counters at a cost of $40,000.00 excluding appliances. We were told and we have this in writing that we would receive a rebate check of $1600.00 thirty days after installation (owner # 1139622). The installation was completed on May 15, 2011. After waiting over two months for the arrival of the rebate check to arrive, I started to call different Sears customer service numbers trying to
get assistance. Listed below are the dates that I contacted Sears.
7/23/11 - I called the Customer service # 800 469-4663. They referred me to the Sales Operations @ 704 972-1551.
7/26/11 - Called the Sales Operations - Spoke with Amber and was transferred to Erica. She said she would call me back.
(Did not call back)
8/17/11 - Called the Sales Operations - Spoke with Erica again. She said that person in Account was on vacation. She would
check on this again and call me back. (Again she did not call back)
8/22/11 - Contacted Sears Customer Service 800 424-2047 spoke with a pleasant young lady that was polite and helpful. She
said that she would have someone call me back. Again no one called back.
A check finally arrived on August 30, 2011
Problem number two: After the installation of cabinets, counter tops and appliances was completed, the double ovens would not heat. I called Sears' customer service for warranty service. A service tech came out to my home to look at the unit and make the assumption that I would need a 230 volt line to the oven and said that he could not run an electrical line and could not service the unit. With that being said, I called an electrician. Over the telephone, this electrician was able to diagnose the problem and tell me it was probably wired incorrectly during the installation and I should not need 230 volt line if this oven replaced another unit. I had to spend $80.00 for the service call for an item purchased from Sears and installed by your installation technician. The electrician corrected the wiring and the oven has worked correctly.
Problem number three: The side and bottom cabinet moldings are coming off. Is this just another indication of the substandard work being performed by Sears?
Problem number four: The under counter sink is leaking. We had to call a plumber to come out to fix another problem we should not have encountered.
There were other companies that we could have chosen that were cheaper than Sear. We selected Sears because of the longevity of the company and we "felt" that Sears would stand behind the work performed. We had anticipated that it not be a hassle to get things done work with a large company as stated by your sales people when they were in our house trying to persuade us that you were the better company. However, your company has truly fallen short of those standards. With the amount of money we have spent, Sears has truly disappointed us.
This is probably why they are having financial problems and having to close Stores.