To Mr Louis J D’Anbosio, CEO of Sears. My wife and I recently purchased over 7,000 worth of Sears Appliances in the St. Louis area. The date purchased was 12/14/11. Items purchased inclued Kenmore products such as refrigerator, dishwasher, double oven, Microwave and GE Stove Top. The service rep who sold the items (Glen) did an excellent job of working with us to purchase the products. The delivery date was scheduled for 12/17/11, for everything except the refrigertor. The delivery went as scheduled but the microwave door was defective so right after the installation I called and explained the problem. Obviously, we were dissapointed.
On 12/31/11, the refrigertor was delivered. Minutes after the installers left we noticed scratches on the front door. We called and reported the problem. I explained to customer service how dissapointed we were. She offered us $125.00 to keep the appliance but we said ‘NO’ She then scheduled a time to replace the refrigerator. The installers bought the new refrigerator to us on 1/4/12. After taking the rapping off of the refrigerator the installer and I determined that there was a dent in the top left door of the refrigerator and scratches too. He called customer service to advise them of this issue. The service person again ask if we would consider taking a credit to keep the refrigerator.
Given that we plan to keep this appliance for a long time we turned do the credit. She told us the soonest they could deliver another refrigerator would 1/14/12. I was very upset about this. I requested compensation for the inconvience we experienced. After conversation with customer service I was transferred to Delivery to find out if I could be compensated. I explained the problem and she offered $50. This was an insult. I told her that was not enough. She hung up on me. I did call back and talk with another person who was more reasonable.
My wife and I are very dissapointed in the quality process at Sears. We will never purchase another appliance from Sears.
This without question is the reason Sears is not competing well with other companies. Someone really needs to take a look at how business is conducted.
Concerned Customer
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