Sears Canada Inc

Surreal. When we ordered a dishwasher from Sears, I repeatedly asked and was assured that installation would be included. When we bought a dishwasher from them 7 years ago, it was indeed part of the purchase.

Yesterday, the delivery fellow dropped the dishwasher off and we were floored when he said "nope, don't install, you'll have to call someone”. He also didn't take the old one away (we found out it was hardwired), a service we paid extra for.

Then begins the real Customer Service hell. It's hard not to think two things:

1) We were willfully deceived re: installation. We never would have purchased the bloody thing if we knew we had to find an installer.

2) The twisted, perverse homunculi that make up the Sears brain trust actually sit around a boardroom figuring out how to be the most frustrating company they can be. It's that surreal.

When you call CS, (which I think is in the Philippines - not that that there's anything wrong with that, they're polite and intelligent but, frankly, useless), all they could do was apologize but how does that help? I was supposed to be grateful that they would, indeed, come pick up the old one once the new one was installed.

BUT, that then there was the new level of steam-inducing anger - the local service installers. I called, got through right away, the fellow, Scott, said the installation would be $155 - I should try to call CS and they might waive it. I said “not the same people I’ve been talking to, they can’t help” and he gave me a number and said “no, these are different people” but he wasn't truthful. I was right back where I was. Called installation again, got the same gormless git when Sears Canada came up on call display. He advised me to take the call, I did and was back in the Philippines being told the same useless stuff as before.

Then, tried to call Installation again - suddenly, I can’t get through. You’re told to hang in, that you’re number one in line and then (after 20 minutes) BOOM you’re cut off and asked to leave a message. This happened four times, no exaggeration. Weird, hey? How is it I had no problem getting through and then suddenly I can’t to save my life….

I tried calling a local number, no luck - if I got through to anyone they apologized and said they’d patch me through to a live person then threw me back into the Installation purgatorial loop.

Sears has reached a tipping point; they’re in a death spiral and their employees don’t care anymore.

Stay away, this is not your father’s Sears.

PS: A message was left on vmail this morning saying I could call a number and give a customer satisfaction survey within that next 48 hours. It stated they would really appreciate the feedback - dialled the number (three times and checked for accuracy), got an automated voice saying “ the number you’ve dialled belongs to NuVox…goodbye” and disconnected.

Surreal….we're sending the dishwasher, which is sitting in our hallway, back. We will actually be charged for the $75 shipping fee but we can't care now, we'll NEVER give them our business again and tell everyone we know to stay away.