Our refrigerator has been making a popping noise when you open and close the door. After listening to my wife complain about it for a while I went to the local Sears store and told them the issue. The refrigerator is a Kenmore made by Sears. The guy behind the counter said he knew what part I needed and we could order it there right now. We ordered the part which after shipping and tax was about $30. Several days later the part arrives. It is a washer about the size of a half dollar. I install the part. Door still pops. Uninstall the part. Re-install the part and it still pops. Take the door apart again and remove new part and replace old part. I call Sears and explained what happened. The store is owned by two brothers and the one on the phone agrees to come out the next morning and look at it. He shows up and fixes the issue without using the part. He was here maybe 15 minutes. He does not charge me for a service call. I ask about what to do to get a refund on the part. He says he will take it with him and get me a refund. This was mid-July.
No refund occurs. I go by the sears store about three weeks ago and the girl working there says Sears will issue me a refund if I call them direct. I go home and call Sears. They will not issue a refund without the part. I explain the local store has the part. The customer service with Sears says they will credit the shipping but not the part until it is returned. I have called the store a few more times and gone by again once to try to get it resolved. The brother I dealt with never seems to be available when I contact them. I called yesterday and got the other brother about 10 am. He says brother #2 will call me. No call. I call back this morning and get the brother who has been avoiding me. He says he has misplaced the part. He gets a little huffy and says whenever I want to come by there will be an envelope with a $20 bill in it for me. I said fine.
Honestly had the guy been easy to get up with and told me what was going on I would gladly paid the $30 just to stop the noise. As it is I have wasted more of my time than he spent the day he was here. It is not good business to avoid your customers.
No refund occurs. I go by the sears store about three weeks ago and the girl working there says Sears will issue me a refund if I call them direct. I go home and call Sears. They will not issue a refund without the part. I explain the local store has the part. The customer service with Sears says they will credit the shipping but not the part until it is returned. I have called the store a few more times and gone by again once to try to get it resolved. The brother I dealt with never seems to be available when I contact them. I called yesterday and got the other brother about 10 am. He says brother #2 will call me. No call. I call back this morning and get the brother who has been avoiding me. He says he has misplaced the part. He gets a little huffy and says whenever I want to come by there will be an envelope with a $20 bill in it for me. I said fine.
Honestly had the guy been easy to get up with and told me what was going on I would gladly paid the $30 just to stop the noise. As it is I have wasted more of my time than he spent the day he was here. It is not good business to avoid your customers.
