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Original Comment I spent over $6000 in kitchen appliances at Sears for a new home I was having built. My last home of 25 years had Sears appliances original to the home so I thought I could trust Sears. Boy was I wrong. The news reports of the decline of Sears should have been a red flag. Because my home was still in the rough-in phase and couldn't store the appliances in the home, I had my cooktop, refrigerator, dishwasher, wall oven and microhood delivered at my son's home as he had room in the garage. While I was away on business for two weeks the appliances arrived at his home. I called my son and had him check the condition of the appliances for any dents or scratches. I didn't think to have him verify the color of the appliances as I made it clear that I wanted stainless steel in the store. Everything checked out fine. Done deal, or so I thought. Fast forward another three weeks when the drywallers, electricians, carpenters and what have you were wrapping up and were ready for the appliances. When I walked through with the contractor and the building code officer, I saw my appliances, unpacked and out of the box, in my kitchen. Everything was white, not stainless, as I had CLEARLY specified to the sales associate weeks before. The model (Kenmore) was right, it just wasn't the right color. I was appalled. I immediately go to the Sears store where I purchased these items and seek a resolution to this issue. My salesperson, who was "new" according to the assistant manager, was conveniently no longer with Sears all of the sudden. The assistant manager looks at my order slip and notices that the purchase was made 38 days ago (or rather, delivery was "taken" 38 days ago, whatever that means). That's when I'm told that my purchase was over the 30-day return policy and nothing could be done in the store. I reiterate that this was a mistake that the Sears' employee made as I couldn't believe my ears. I trusted that the salesperson would get the color of my appliances right. The manager just shrugged it off with a half-hearted apology. She actually laughed and said that I wasn't the only person that a mix-up has happened to and that I should have had my builder or my son verify the color in the first place. Well, my son only checked for damage. Because they were all the same color (white) he probably assumed that it was what I wanted and didn't mention it, what an honest and minor mistake on our part. I didn't think that Sears was incompetent enough to get the color wrong on all of the appliances. Instead of accepting responsibility and owning up to the situation--ordering the RIGHT appliances and taking back the WRONG ones quickly--I'm told that I'm basically stuck with what I have even though I didn't make the mistake, because the "corporate" makes no exceptions for "management" to override a return that's late by a few days, much less a return that's a complete mistake. I asked for the store manager; conveniently, he wasn't there and the assistant manager just nonchalantly told me in no uncertain terms that he'd say the same thing. I advised the manager on how stupid this was, even the fact that the appliances were never used. The assistant manager finally advised me to "call corporate" and acted as if she was doing me a huge favor by giving me this "advice". I felt that I wasn't getting anywhere I left the store. I got a hold of "corporate" and apparently it seems as if they are just as powerless as the store managers as they had to open a case and couldn't just say "Yes, we screwed up and we're fixing it now". I don't know what there is to investigate but I will never buy so much as a screw from Sears and they can count on me never to darken the doorsteps of their storefronts as long as I shall live. I'm still waiting for a "resolution" of my "case" but I'm not holding my breath...I may have to hire a lawyer. So, apparently Sears no longer cares for their customers, will not fix their mistakes and a Sears manager is a glorified sales associate whose only authority is having a key to the store, nothing more.

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