Sears Home Store

I went to the Sears Home store in Scarborough to purchase two items for my son's soon to be university apartment out of town. I purchased a twin bed set, paid the assembly charge for the bed and also a sofa bed along with the delivery charge. Upon delivery I found out the sofa bed required steel legs to be drilled on. I had asked questions when I had made the purchase as to whether or not the sofa bed required assembly and I was assured it would arrive fully assembled. Upon delivery I reached the sales associate in Scarborough at the Sears Home Store to tell him my dilemma. I told the sales associate had I known it would have required assembly, I would have paid for the assembly charge ahead of time when I had made the purchase.

My son and I had to buy a drill, drill bits, safety goggles and drill in the legs all of which took several hours. Although the sales associate "admitted" he was unfamiliar with the sofa bed as it was new this year "The Klick Klack sofa Bed", he promised me that he would reverse the delivery charges for the two furniture items to compensate for the money spent on the drill and time and energy for us to DIY.

Nearly two weeks have passed and after several calls to Sears Customer service, I still have not received credit on my credit card as promised by the associate.

In addition when I made the purchase for my son, I also purchased a sofa bed for my home. Although this other model came assembled the sales associate told me that he would reverse the delivery charges for the local delivery as I had spent 2000.00 on all three items, the sofa for myself and the two pieces of furniture for my son. That has not occurred either as no delivery charges for any of the items have been reversed on my credit card.

If you value integrity, shop elsewhere. I plan to go elsewhere in the future since the sales associate did not keep his word. And Customer Service Sears did not follow up with me with time lines or an apology or a call to rectify the situation.

In the past, I have been a loyal Sears customer, but this experience has made me very disappointed with Sears Customer Service. Sears delivery installed my Kenmore fridge incorrectly 18 months ago - was pushed against back wall. It started to leak on floor and Sears repairman said that air circulation problems had arisen because there was not 3 inches on space between fridge and back wall - something which is not covered in the manual. In any case, the fridge was positioned there by the Sears deliverymen. In my several frustrating conversations with Sears Customer Service about this, they have indicated that they are not disputing that it is their fault, but that because it is off warranty, they refuse to pay the $200 cost of the repair. A couple of reps even ended the conversation saying that I should have bought the extended warranty.

When I purchased my new home I went to Sears for all my appliances. New Kenmore Refrigerator, Jennaire Gas Oven and a Chest Freezer. After THREE years of use all of them have need service calls. The control panel stopped working on my Referigerator (I lost a fridge full of food); the control panel on my oven stopped working and I was without an oven for over 2 months (during Christmas holidays) and finally the control panel on the freezer has gone. Each call has been between $250 and $400 each to fix.

Funny how my new appliances are only 3 years old before they all break down but my 12 year old washer/dryer are going strong! what ever happened to selling quality products without having to purchase expensive service contracts!!!!