There is a long history of issues dealing with product delivery and getting service parts.
It took 3 years and a few attempts to correct our mailing address, and to this day, I'm still not sure its correct.
They delivered $3000 worth furniture to the incorrect address they had on file a few years back, during this 3 year period of trying to get them to correct the address.
We are the unfortunate owners of a Kenmore HE4 dryer, with a very poor service record, and which clearly has a design flaw. The electronic controls keep failing. That info can be found all over the internet. I attempted to resolve the issue with the Sears retail location (on hwy 27, in west Toronto )which originally sold us the $800 dryer. The issue was never resolved. We struggle with the worthless dryer to this day.
October 2012: "Just vacuum bags..."
We have a $600 Kenmore HEPA vac that is about 10 years old. It was the top of the line model at the time. The unit I think is built by Panasonic, and it runs very well.
Last month, I walked into the Orangeville Sears appliance showroom and catalog store. I figured they might by chance have the specified HEPA vacuum bags for our unit at that location as they have a few display models. I thought is was reasonable to expect that if they did not have any stock on hand, then I can place an order right there for pickup in a few days.
I brought the bag model and vac model numbers with me.
After some confusion by the person serving me of what I was looking for, and looking at two different computers, he hands me a slip of paper with phone number on it, and says to call them.
I suggested that since I'm here now, that perhaps he can place the order for me since we were standing at the order counter.
After going to 3 different computers this time, the stated the bags should be in on the 24th. of October.
I returned on Oct. 24th. It was very busy in the store, and it was understaffed. After waiting 15 minutes and over hearing the sales person on the phone dealing with a complaint, no bags. They stated they will be in on Oct. 31st.
I was not surprised at this, but no big deal. I asked if they would call when they are in, and they stated they would.
They left a message a few days ago, that they are in, and ready for pickup.
I returned to the Orangeville location today, and the vacuum bags were in fact not in. They were sent to the wrong location. I stated my displeasure at their operation and cancelled the order. Now I need to drive to Brampton to get these bags.
I don't like complaining about any one location, but their information systems don't seem to be setup properly, the staff are poorly trained, and nobody seems to care. Maybe they are on commission, and a $40 order is not worth the effort.
All I can say is beware.
I would not have the confidence to drop a grand ($1000) and expect service parts on any major appliances or electronics in the future.
It looks like I have plenty of company the the "extremely dissatisfied" category.