Sears Stores

The call to the central Sears Customer Call Center which was routed through Texas was frustrating. We were given incorrect information by Michael, a Water Heater Sales Associate. We were replacing a Kenmore Water Heater and had every intention of buying a new Kenmore through Sears, but after the poor customer service and misleading information from Michael, we decided to buy our water heater elsewhere. We stayed on the phone with Michael for almost an hour and he confused us several times with his responses. When we asked questions, he often gave us answers that didn't make sense or were wrong or he had to put us on hold while he asked someone else. He said we needed a $130 expansion tank that was not required. He tried to sell us a water heater with a model number that I could not find online because it evidently was no longer being manufactured. He tried to sell us a confusing extended warranty that he had trouble explaining. We were so confused that we asked him to give us a few minutes to discuss it. He promised to call us back in an hour. He never called back. I tried calling the call center again and leaving a message, and he still didn't call back. He originally told me that there was no water heater with the measurements that we needed that could be delivered in our area for 10 days, and then claimed that he found one that could be delivered the next day, but wasn't clear about where it was coming from. He said that we would be responsible for arranging service with a Sears recommended installer ourselves and that he couldn't say when the installer might come. The sale of the water heater and the installation were going to be two separate transactions that we would have to coordinate ourselves, and that the installer would not necessarily pick up the water heater and might not even come on the same day that the unit was delivered. I was able to look online at the water heaters that Sears sells and their measurements and availability, but what I viewed online didn't always agree with what I was being told by the Sales Associate. I had no confidence that what he was selling us would be the right thing. I'd rather pay a little more and have confidence in the installation.

We bought an extended warranty for tires. Picked up a nail in the sidewall and Sears gave us a new tire free - changed the tire, balanced it - all no charge. Great job.

We wanted to get the Kenmore brand.