Bad customer service experience AGAIN Sears hayward Outlet

[maipunjabi4u]

I dont know what should I say this time.
After going through the worst customer service last time (while buying the refrigerator )and getting the things resolved at the end I decided to buy the Gas Range this time from Sears Outlet Hayward store again. I was thinking that while buying the refrigerator it was night mare that I would not have to go through again but I was wrong. This time it was more worst than that.

On 10/26/09 I bought a Gas Range from Sears Outlet Hayward Store. While purchasing the Gas Range the Manager (Daniel) was good and after having the conversation with him and another technician we came to know that the Gas Range that I am buying is using Natural Gas as a default and if I wanted to use a LP gas than I would need to buy some conversion Kit. But even Daniel told me that the delivery guys will check the burners and everything at my house and if they think its a wrong gas range than they will take this gas range back.

So on 10/29/09 the delivery person came to my house and they told me its a proper gas and there is no problem with it. After they left I noticed that the flame in all the burners was either half or not at all good even though the KNOB was set at high. I called customer service and they arranged for the technician to have a look at it.

The Technician came to my house on 10/30/09 and he told me that they have delivered the wrong gas range. And asked me to contact the Sears Hayward Outlet Store to either exchange it or return it.

WORST SERVICE START FROM THERE:

After the technician left I contacted the Sears outlet store and explained them the situation I was going through. First I contacted them at 9 am PDT. They told me that someone from the store will contact me shortly. But after waiting till 10 am PDT I contacted them again and was put on hold for a long time, no one showed up. I contacted them at 10:30 am PDT and was talking to person ANDREW and he just hanged the phone on me while I was talking to him. I re-dialed the phone number again but the phone rang continuously for a long time no one picked up the phone. After trying many times someone picked up the phone at 10:45 am PDT and when I was again talking to Andrew to return the LP Gas Range, he told me it will take couple of days for the same.

I was like what I am suppose to do without Gas Range because LP Gas Range had very small flame and I was not able to cook anything on that. And again Andrew before even telling when the delivery person will pick up the Gas Range just hanged on me again.

I don't know why I was getting this kind of service for the second time. After paying almost 2000$ for the gas range I have never thought I have to go through this again. What a bad and poor customer service Sears Outlet stores have. They even don't respect the customer.

Finally at 11 am PDT I did provided the feedback by dialing the 800 retail store number and told me them what i was going through. They even documented the feedback and the agent even tried to call the Sears Outlet Store but no one picked up the phone. So from 11 to 3 pm PDT I was calling sears outlet store continuously but no one picked up the phone

It was like a bad dream or nightmare that I went through TWICE IN 1 MONTH.

I HAVE DECIDED NOW THAT I WILL NEVER EVER BUY IT AGAIN ANYTHING FROM SEARS OUTLET STORE OR SEARS BECAUSE THERE CUSTOMER SERVICE IS WORST.

I WAS LEFT WITHOUT A GAS FOR almost for 4 days and I was literally crying that why did i make the decision of buying the stuff again through Sears.

[mattschaefer]

I apologize for your bad experience with our store. Please PM me with your name and phone number and I will have the Store Manager contact you to discuss your experience.

Thank you.

[maipunjabi4u]

Thanks Matt,
I did send you the PM with my details but I have only 1 question.

After going through such a experience again for the 2nd time do you still think I should still give my first preference to SEARS for buying things?

[maipunjabi4u]

Till now, I have not received any call from the manager, could someone check whats going on?

[mattschaefer]

I punched up the store manager. Sorry for the delay in his call.


Thanks.