Sears Outlet Store
Queja 219179 Detalles

Purchased a gas range on Friday, March 8, 2013 as a gift for my mother. Was told I would get a call on Sunday, March 10, 2013 for a two hour window to deliver range for Monday, March 1, 2013. Never received call. On Monday, March 11, 2013, my Mother calls me at approx. 1:30 indicating she was still waiting for a call and delivery of range. I made a call to the Sears Customer Service (Pablo) and was informed that they had no record of my having purchased the gas range and/or delivery set up. They searched by zip code and were able to retrieve the information and saw that I had made the purchase and gave me a two hour window of betw. 2:45pm - 4:45 p.m. Gas range was delivered on Monday, March 11, 2013 at approx. 2:30 p.m. My mother was told to leave the oven on for half hour. Shortly thereafter, my mother calls me and tells me that the four burners were not working at all. I made another call at 4:25 pm (Vince) who then switched me to Bart. I explained to Bart that the gas range had been delivered and installed, however, the burners were not working. This was a brand new gas range. Bart indicated that he called the delivery personnel and advised me that they would be making one more delivery and would then go back to my mother's house to fix the gas range. They NEVER showed up. My mother then calls me at 7:05 p.m. and indicates that they never showed up. I called the Sears Customer Service again (Ayen) & go on to explain the situation. Ayen then indicates that I needed to make a service appointment and if the appliance was not covered by the warranty, that the repairman would give a written estimate before doing the job. I informed Ayen that why would it not be on warranty if I had just purchased the gas range a few days ago. I asked for the CEO. She was hesitant to give me that information, however, provided me with an email address. I sent a lengthy email to [email protected] explaining my situation and all the calls I had to make to no avail. I then called the Sears Outlet Store and spoke to the Asst. Mgr. Brad and explained my dilemma to Brad. He indicated he would leave a message for the Mgr. Jeffrey Clark. At 8:35 Tuesday, March 12, 2013, I received an email from Customer Service thanking me for the email and indicating they understand my frustration and indicated that unfortunately the soonest available service date would be March 21, 2013, ten days later and for all my troubles offered me a $25.00 gift card for either Sears or K-Mart. That was an insult after all the frustration and stressed I had been put through. I emailed them back indicating how surprised I was at the lack of understanding and compassion they showed me regarding this issue. My mother is a sickly woman and takes medication daily and in order for her to be able to take her medication, she needs to eat. I explained to them that how was it possible that my Mother would be able to eat when she has no gas range to cook on and how was it possible that my mother had to wait ten days to get repair done on a stove that was damaged in the first place. My mother and I were very inconvenienced. This should not have happened and should never happen to anyone else. Delivery personnel should always make certain that any appliances delivered are in working order before leaving any residence. I explained to them that my mother and I should be compensated for the inconvenienced we were placed on. I also informed them that I received a call from the Dispatch Office (Star) at appox. 11:35 a.m. who indicated that someone would be coming on Thursday, March 14, 2013 between 8:00 a.m. - 12:00 p.m and that my mother would be the first customer serviced. This again is an inconvenience for my mother. I advised them if they were willing to pay for my mother's meals while she was unable to cook for a few days. I also told them that the least they could have done was to give a gift card to a restaurant. I was informed that they could not do that. At 1:38 p.m., I called the Sears Outlet Store in Voorhees, New Jersey and spoke with the Manager Jeffrey M. Clark. I asked Mr. Clark for his email address and informed Mr. Clark that I would be sending him a copy of the email I had sent to the Customer Service Department. I explained to Mr. Clark all the run around I received to get this issue rectified. Mr. Clark was not interested in hearing what I had to say, however, did provide me with his email address. I indicated to Mr. Clark that I was informed that Customer Service was willing to give me a $25.00 gift card to either Sears or K-Mart. I went on to indicate that this was an insult considering all the stress I went through. I informed him that I should have been compensated with getting credit placed back on my credit card. Mr. Clark did not make any statement as to this information. At 3:45 p.m., I received another call from the Dispatched Office (Carol) indicating that they never received a service call. I go on to explain that I had received a call from the Dispatch Office at 11:35 a.m. indicating that someone would be at my mother's house on Thursday, March 14, 2013 to repair the gas range. She continued to search through various phone numbers and found the order. She indicated that there were two service calls. I explained to her that the first service repair was scheduled for March 21, 2013 and the second one for March 14, 2013. Also, it would appear that Sears never changed the appropriate contact telephone numbers when the purchase was first made. It took me several calls later for them to finally change the correct phone number for my mother and my phone numbers both for work and cell phone as back up phone numbers. During all this time, I decided to write a letter to the Better Business Bureau regarding my dilemma and I emailed them as well regarding everything I had to endure to get this matter rectified. This should not happen to anyone and to add insult, I would be given a $25.00 gift card as opposed to crediting my credit card. My mother loves the gas range and unfortunately, it was the only one in the store in that color (Bisque), which I was informed by Brad that gas range in the color Bisque are seldom brought to the store. All I want is justice and to be compensated for everything my mother and I endured from a product that had been defective when it was delivered and installed. My mother lives on a very low income and recently moved here from Puerto Rico and owns a house she was renting and the renters destroyed the house completely. I wanted to do a little something to help her with surprising her with this gas range. All I got was grief and aggravation from everyone I called and/or emailed. I thank you for taking the time to read this letter and hope that you would be able to assist me in getting compensation. I too am financially strapped due to a demotion and a huge loss in income and struggle to make ends meet, however, as a daughter who loves her mother, I could not see my Mother all stressed. My mother also suffers from Emphysema and Asthma severely and stress only triggers her Asthma to the point of hospitalization. Please consider helping me in this unfortunate situation. I watch your news every evening at 11:00 p.m. and I see how many people your News Station has helped. I only hope that I can be one of those people who can receive help from you.