Sorry I don't have any information that might help you. Just wanted to say I'm sorry that you are going through this mess. I can totally relate that you let them leave the items at their delivery when caught off guard. That's a caution to everyone reading that if an item is not supposed to be delivered, we need to be adamant that the item goes back in the delivery truck -- trying to send a large item back afterwards is always a nightmare. Thanks for sharing!

Hope in the end, it all works out for you. Best of luck!

If I were you, I'd cancel the order as soon as they pick it. If you think you're having problems with them now, just wait until they send A&E to service them :-(

Yes, I am think about cancelling but then there is the 20% restocking fee they threaten you with, which is like $3000 what a nightmare. Grrrrr.

Thanks for the luck I'm going to need it.

Cancel the order, call your credit card company and have the charges reversed, and move on.

I wish it were that easy my hubby payed by check in which they cashed months ago. Another lesson learned. :(

Just a quick update:

Well I called the Sears corporate number and the lady there was once again putting the blame on me.
She said they had to have a delivery date on my receipt when they placed the order. Then she said if Sears did not hear from us to reschedule before then they would deliver on that date. I looked my receipt and it said delivery 12/31/2010. And then asked her how the appliances were not delivered back then if that was the case?

Then she said well the date was changed on the day you ordered right after the receipt was printed to Feb 15th. Funny, the other customer service rep said it was originally set for the end of Feb and my salesman just changed it recently.

When I asked the corporate rep this she denied it. And said I should of called to reschedule and I didn't so it was my fault. I said that's not what the salesman told me, he said to call a couple weeks before and they would hold them till we called. That it was his mistake and he should of told us they would be sent out on the 15th if we did not call.

So she said they should be there to pick them tomorrow for sure. I think I'm way too nice.

The sad thing for Sears is we still had about another $10000 of other appliances and furniture we planned to buy there in the next couple of months. Not anymore.

You need to stop CALLING them and start WRITING them. You need a paper trail.

Call your state's consumer affairs or consumer protection office or whatever they call it there. They operate under the attorney general's office and will get this resolved.

If it were me, I'd want a full refund.

And yes - you want this all in writing.

fwiw some close friends had a similar experience with sears not fixing a washer followed by countless reps and others making their life miserable every step of the way.

The wife who takes no guff from anyone did some on-line research and got in touch with someone higher up in management, not a rep but a v.p. of some sort and sent a letter to the president. She quickly had a big wig rep assigned to her with a direct number to their office. When the next service person came to their home and gave them the runaround she called the direct number and had the two talk.

Everything was taken care of quickly.

I've had very good luck sending letters and emails to the president of companies who then pass them on to someone who takes care of the problem personally.

Be 100% polite and 1000% firm.

Update- Sorry for the lack of recent updates I have just wanted to forget about Sears for a while.

I also posted this on the Kitchens Forum here at GW and received a response from Dianne from Sears cares but did not see it until now so I did not contact her about my Sears experience. So not sure what could of be done differently. Thank you Dianne for your response.

Well Sears did come out and pickup the appliances the next day about 10:30, so that went well.

The manager at the store said they would be stored in their local warehouse in our city so they would not be sent back to the main warehouse in other city and have to be re-ordered again. We set up a date for them to be re-deliverered on March 29th to our home.

I was happy with this agreement and though all was fine. The important part was that they would be here in the local warehouse and not be backordered........

On Friday I picked-up my mail and to my surprise was a check from Sears refunding our money!?!? What ?!?! Last I heard they would be delivered on the 29th.

So I decided to stop in a Sears store closer than the original Sears store and ask what happened. They looked up our file and said that the last information in the system was our appliances were dropped off. It showed nothing about them being picked back up or the new delivery information. Nothing.

If I decided to re-ordered them the earliest we would get them would be March 31st. They said to call the manager I dealt with at the other store, so I did. He then told me the local warehouse could not and did not store our appliances as agreed and they were shipped back to other city. He would get my salesman to redo our order and call me back right away within 30 mins (still have not received a call 2 days later).

So then the local Sears store said they wanted to have my business, maybe my experience with them might be better, and unfortunately not many stores here sell the brand we wanted.

All was well until I asked if they would take a check as the other Sears store did, they said no checks. I then offered to get a bank draft for them, once again they said no. They would accept only major credit cards or a Sears card. I said I do not want a Sears card and do not have a credit card I could put over $10,000 on.

He said it was because of the possibility of check not clearing before we received the appliances....... me and the other salespeople explained the appliances would be delivered weeks after the check already cleared, he said no. I told him the other store took my check and he went on and on about how the other store does not follow policy all the time and how tired he is of it.......... I said it was quite obvious Sears did not want my money, one of the salesladies said yeah we're definitely not making this easy on you, and I walked out.

So I went to another compeditors store and was able due to a new promotion save $1500 off my order compared Sears so I'm pretty excited!!! Plus the wall canopy vent fan we originally ordered was now discontinued and we are getting the fancier newer model cheaper, yay!!! Hopefully we will have a better experience this time, fingers are crossed, lol.

Thanks for listening again. :)

glad it worked out - fyi you'd be MUCH better off putting the purchase on a creidt card or a couple of credit cards in terms of consumer protection in case anything goes wrong with your order like it did with Sears. There have been stories on this forum of people ordering appliances which the dealer stored for them - then the dealer went bankrupt and the appliances were reposessed by the bank even though they technically had been paid for by the buyer. People who had paid by credit card had recourse, people who paid by cash or check become general creditors in the bankruptcy along with all the other creditors. Even if you don't like putting large amounts on your credit card, you can always pay it off in full immediately.

Thank you weissman for the reminder about using a credit card for customer protection, my husband likes to pay cash for everything but after all this I'm going to take your advice and insist we use the cards.