I am now among the many people to say "I'm never shopping THERE again!" about Sears. I know it's gotten mutiple mentions in this thread, but I shopped there anyway, figuring there were so many locations and employees they couldn't ALL be incompetent. Big mistake.
Our washing machine broke several weeks ago and the repair person (not from Sears) said it wasn't worth the price of fixing it and we should just buy a new one. We have a stacking washer/dryer and DH swears the repairman said any kind of stackable washer would work with the dryer as long as the dimensions were the same. So we ordered a new washer with the correct dimensions from Sears because they were having a sale. When the delivery people came, they said they couldn't install it because the dryer could only be stacked with a washer of the same make as the old one. So they took it back to the warehouse and customer service told me I'd receive a call within 24-48 hours to identify and order the correct washer.
5 days later, still no call. DH called and was told their records showed that the washer had been delivered. DH said it hadn't and explained what happened. He was told he'd receive a call within 24-48 hours.
3 days later, still no call. DH called back and explained the situation again, and was told again that he'd receive a call within 24-48 hours. This time he refused to take that for an answer and said he would not get off the line until he spoke to someone who could resolve this. He was transferred around to various places, explaining the story over and over, for an hour and 45 minutes. He finally got someone who seemed to know what she was talking about...until she told him he would get a call back within 24-48 hours.
At that point DH had to leave for work and couldn't stay on the line. I don't think he was particularly polite when ending that call.
That was just over 48 hours ago...