Sears Stores Mckinley Mall

Nonreplaceable oven part was repaired and warranty purchased May 2013. Experienced problems with unit beginning in July and were temporarily able to restore functionality intermittently until early August at which time unit became totally non functional. Multiple missed service appointments until one was honored and warranty certificate issued. Replacement was ordered 9/9/13 with scheduled delivery date 9/18/13, agreement to include purchase, delivery, installation. On 9/20/13, after we followed up, we were told there was an order complication regarding 'installation package' that was now taken care of, earliest installation date 10/2/13. No contact from Sears. After a no show by mid day on 10/2/13, an inquiry and multiple delays 'on hold' was met with a next available delivery date of 10/9/13. 'The best they can do'

Battery was replaced with no issues. Because the alternator battery light indicator, charging system had to be evaluated. It was determined that the alternator failed. Sears proceeded to replace alternator but could not remove a hexagonal recessed bolt. Matter of fact, they stripped out the bolt. The vehicle was returned to owner with the stripped out bolt. The vehicle was a hazard to drive. It had to be towed to a car dealer for repairs. Cost to remove bolt was over $400.00 since the car dealer had to fabricate a tool in which to remove the stripped out bolt. The new battery was DOA and could not be charged. The battery was replaced with a non Sears Battery and repaired. Contacted Sears McKinley for reimbursement costs and they said that the claim has to go through Sedgwick. Sedgwick allegedly investigated the claim but did not contact repairing dealership. Consequently, rejected claim. As a result, owner has to resort to litigation in order to recoup damages caused by Sears technicians while attempting to remove the vehicle's alternator.

Our experience was very good. They were punctual. Our next door neighbor happens to work for Sears so everything was smooth sailing. I don’t know if everybody gets the treatment that we got. We dropped his name and they asked if we knew so and so. My wife had zeroed in on exactly what we wanted. We knew before we went in that she wanted a front loader washing machine and dryer, but while we were there, there was one of the new top loader and it doesn’t have a standard agitator. It’s a different type of an agitator that looks like a starfish and it’s stuck to the bottom. It’s only 4 inches high. It’s a new system and she loved it because it doesn’t tear off the clothes or other delicate things whereas a washer with a normal agitator has the tendency to do that. She had the normal one before and that’s why she wanted the front loader so that she could see the clothes tumbling. This new top loader is very nice and different so we got that instead of the front loader. When she saw that she took that instead. The advantage was that we didn’t have to buy the $250 pedestal. She loves the washer and the dryer and everything is great. We use Sears all the time. They delivered and hooked it up for us.