On June 25th, 2009 I purchased a microwave and electric range from Sears in Kennette Square. The items were delivered and installed within a few days. The first time I turned the oven on, smoke began pouring out at an alarming rate. I assumed this was some sort of coating that had to burn off my new range. The next day I placed a turkey in to bake and left for 20 minutes to grocery shop. When I returned, my house was full of smoke and smelled awful. I turned the oven off and threw the turkey away. At this point, I thought I should try cleaning the oven. I turned on the self cleaning oven and went to bed. An hour later my special needs child woke me terrified because she couldn't breath. We had no choice but to sleep outside on our deck that night and the next. With my husband in Afghan and the economy the way it is, we couldn't afford a hotel room. The next day I called SEARS to explain the situation. The local store told me to call customer service and this is where my nightmare truly began. During the very first phone call I was told 'yes, that is a defect' and was told they could deliver another stove in 21 days. 21 days? without a stove? Why should I be made to wait 21 days? I was told that was the only day available. No apology for nearly killing me and my child....just a promise to send another stove in 3 weeks. After several phone calls and hours on hold, I finally was able to convince them to bring the replacement stove within a week. The second stove arrived and was dropped and damaged on my front porch. Once again customer service was called and I was told to accept the stove with the damage and they would send me a gift card for 50.00. I didn't want a damaged stove, I wanted the stove I paid for so, I refused delivery at which point they told me again that it would take several weeks for a replacement. On July 12th, 2 weeks and 2 days without a stove to cook on later, the third stove arrived and was installed. We asked to test the oven before signing for delivery. They refused to allow this and after several minutes of talk back and forth the stove was removed from my home and returned to SEARS. The next day Monday the 13th of July I called the store for a refund. As I had paid with a check I expected the same in return. I was told service/delivery had to make the refund. Customer service told me no problem, you'll have a check within 10 days. Great! So, I called Lowes, bought a new range from them and had it installed that same day...no problems. Then I sat and waited for my refund...and waited and waited.....no refund. Meanwhile, finances are taking a major hit...this was a thousand dollar range, I can not afford to simply GIVE SEARS a thousand dollars! It is now August 17th and still I havnt recived a refund or an apology. I was offered a 50.00 dollar gift card to be spent at SEARS for my troubles. When I asked them how they determined that the safety of my child was worth 50.00 I was told I didn't have to take the gift card. I have spent countless hours on hold and countless more being treated as if I did something wrong. Ive been promised a refund and am DUE a refund. I contaced a lawyer who told me I really have no claim and he could get me a refund but, it would cost me as much as the range is worth. His advice is to wait them out as they will at some point send me my money. I just don't get it, SEARS doesn't need my $1,000 but, I do.
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