Aylwin B. Lewis
CEO Sears, Roebuck and Co.

Mr. Lewis-

I am writing to express my extreme displeasure with the service I have received from Sears in the purchase and upkeep of the appliances for my new home.

When moving into a brand new home, we had quite a few appliances we needed to purchase.

Without hesitation, we chose Sears as I had a good experience with purchasing a stove, my first appliance purchase, at my previous home. We needed to purchase a refrigerator, a washer, a dryer, a lawn mower, and other smaller household appliances.

When choosing a washer and dryer, we spent more money figuring we were going to get a higher quality product. Because of the nature of his work, my husband uses the machines very often so we figured the convenience and efficiency would be worth the extra money. We bought an energy efficient Kenmore washer and dryer. As it turns out, we had better luck with the cheap stackable washer and dryer my husband had for four years previously.

Eight months after moving into our new house, the dryer stopped working. I called Sears and the first appointment I could get was almost two weeks later. I arranged a repair appointment for between 1 and 4 pm and rearranged my work schedule so I could be here for the repair. When the repair person arrived, he informed me that a part needed to be ordered and I would have to again schedule a four hour appointment block. That appointment was again two weeks away.

The second appointment arrived, and when this repair person came he found that of the two parts ordered, only one had arrived. Not only that, but the original order hadn’t even gone through, but no one had checked to see if that was the case. So he had to reorder the part, and again I had to set aside four hours to wait for a repair, a week and a half away.

The repair was scheduled for July 12.

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