My complaint:
I bought a brand new refrigerator on August 27th, online through Sears.com. Sears has been my go to for YEARS! I received the refrigerator 091721 and it quit working 23 days later on 10102021. I AM STILL WITHOUT A WORKING REFRIGERATOR 46 DAYS AFTER PURCHASE. I paid in full online for the refrigerator or I would have stopped payments by now and gone somewhere else. Here is a small timeline: • 08272021 – Ordered refrigerator online at Sears.com. Order 910057802 • 09172021 – Refrigerator Delivered • 10102021 – Came home to refrigerator not working and all food thawed out and ruined. • 10102021 – Contacted Sears for replacement and they wanted to send a technician to look at the refrigerator. I was within 30 day return period. • 10122021 – Took off work for appt. Technician showed up and said he had never seen one break this soon. He said he felt I needed a replacement but he would order the part just in case. He stated the part would be 2 weeks. • 10132021 – reached out to Sears FB Msg to see how to expedite this situation that I was without a refrigerator. They stated they would rush the part to my house. At this time I figured that was my only option. • 10152021 – Part arrived and I called Sears repair. They scheduled me for the 19th. • 10192021 – Took of work for appt. Appt time was 10-2PM. I started checking at 2:00 on tech and was told he would be late and given time of 2:20PM, then 2:36, then 3:23, then 4:21. Contacted the chat line for service and was told they would contact dispatch and I would receive a call. Well at 7:40 PM I never received a call or service technician and then received a text stating my appt had been moved to 10212021 from 8-12 PM. • 10202021 – Called Sears to move my appt because I could not take off with that short of notice. Took off Monday the 25th and made appt for then. • 10252021 – New tech arrives and looks at refrigerator and informs me that the part ordered was incorrect and did not fit refrigerator. Said no Freon was ordered, which he would have to have if he were to replace a compressor. He asked why I had not filed for a replacement since it quit working within 30 days, which is Sears Guarantee. I told him I did but they wanted a tech to look at it. • He sat on phone with me and explained to them that the unit should be replaced and that he can’t even find the correct part for this refrigerator. • The replacement department filed a claim on 10252021 at 3:30 PM (Case 64503661) and I would hear from the department within 24-48 hours. • 10272021 – Called repair and replacement department because I have not heard from anyone and they tell me that they will place a case for me, I explained I already have a case in place ….. They finally found it and told me that I am not able to replace this unit because it is now after the 30 days. I explained that the first initial call was NOT after 30 days and I initially requested a replacement and was told they needed a tech to come and look at the refrigerator. • 10272021 – On phone with Sears and they are insistent on finding a part and fixing the existing machine but could be an additional 2 week wait for shipping. I asked for management and spoke with another person that again did not help but said they would see what they could do to figure this out and get back to me. • 10272021 (3:44 PM) – receive call from lady named Alicia and was told they were going to replace my refrigerator and someone from their replacement department would call me in 3 days and if I didn’t hear from them in 3 days I was to call 800-927-7836. • 11012021 – Haven’t heard from anyone and today I will call this number; reach out to Board and President of Sears and local media. This is most disturbing that someone can be treated in such a manner and not at all taken care of.
• 11012021 – 11:30, 3 days have passed since I was called so I contacted the number given to me by a Sears employee named Alicia of 1-800-927-7836. Representative pulled up my case and told me that it has not been reviewed yet. She would expedite the case and I should now hear from someone in 24-48 hours. I will not anticipate this call.
Suggested solution:
Replace with upgrade or return money paid
