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Businiess name:
Sears Hometown Store
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Review by:
citysearch c.
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Review content:
We went to Sears to purchase a microwave and dishwasher. We were happy with the customer service at the store. However, when the men came to install our appliances, it was a totally different story. They barely installed the dishwasher. They did not install the microwave. The installation guy looked at the microwave and said he didn't know how to remove it. I pointed out two screws to him and he said 'THOSE SCREWS WILL NOT REMOVE THE MICROWAVE"". I told him the microwave has to be held up by these screws (it's an under cabinet microwave). He said those weren't the screws and said he could not install the new microwave. We ended up calling a handyman (who Sears referred us to) to have the microwave installed. The handyman removed the two screws that Sears said did not hold up the microwave, and the microwave released from under the cabinet. It cost us an additional $85 to have our microwave installed. I called Sears and spoke with Chad. I asked that they refund 1/2 of the installation fee as Sears was only able to install the dishwasher. Chad refused to credit 1/2 the installation fee. After explaining my story several times, Chad did not see the customer service problem. He said if it's not a standard install, they won't install the microwave. I asked Chad if removing two screws counts as ""not a standard install"". I would think that would be standard. Chad said he didn't understand. I told Chad I could see if it was more involved, or involved wiring or something, but it didn't. The handyman unscrewed two screws, unplugged the old microwave, slid the new microwave into place and plugged it in. That's not a standard install? Needless to say, I am very disappointed with the LACK of customer service from Sears, especially from Chad who is one of the owners. Next time I will be going to Lowes and suggest that others do the same. Beware...Sears is great when selling you the product, but after they get your money....forget about any kind of customer service or respect.
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