Complaint Review: Sears Home Improvement

 My kitchen does look 100 Times better. However, the experience was excruciatingly painful, way too expensive for what I received and required way too much effort on my part to ensure that it was completed. My rating and comments below:

Design – Very good

Installation/Contractors – Poor

Cabinet guy installed almost all hardware unplumbed/unleveled. When he came back to correct it over 2 months later he scratched on of the counter tops and left a shoe-print beside the scratch.

Counter tops guys installed one section that was obviously 1/8 in short and a poorly polished inside corner. They did send someone out to fix it.

New Sink so deep plumber couldn’t re-install garbage disposal and took it with him. I paid Sears to take away my garbage disposal. Neither of the 2 sales/design consultants mentioned that this could be a possibility, but when I searched the web I find forum after forum on this exact topic. I talked to a plumber who said if I get a specific disposal that he could install it. So now I paid Sears to cause me an additional expenditure.

Follow-up/ Communication – Poor

Disc they gave me was blank

The only follow-up phone call was the automated survey. I rated all questions the lowest.

After the poor cabinet installation I h ad to send several emails, make several phone calls which were never returned until I stated copying Sears Holdings and even they referred me to a phone number.

10X10 kitchen took almost 3 months to complete Feb 4-April 25, 2013!!

Value – Poor

Cabinets – very nice but way over-priced $8900

Counter tops – cheapest quality and over-priced (Hanex – it’s some kind of polymer resin wrapped around MDF) $2700. Sales person said they were man-made quartz, naturally anti-microbial and scratch-resistant – Lie!

Work not done per contract but charged:

I had to ask about this several times and I finally received a settlement letter on April 25, 2013 but still have not received the settlement as of June 16, 2013. Now I also see $250.00 for "Extra labor for electric/plumbing if needed on slab". I didn't see any extra plumbing or electric labor.

I had asked several times for a pricing breakdown. After receiving the settlement letter I demanded it. I was told by some Regional Sales Manager “Sears Home Improvement doesn’t supply us with that”. I told him “I’m sure it can be subpoenaed” and the next day I got one. After examination of it I saw confirmation of what a total rip-off it is. The mark-up is ridiculous. There was also quite some misrepresentation. The sales/design lady told me the sink was “free” with the counter tops/installation ($308.00 + CT removal $292.00, finished cut out and sink mounting $825.00); the cabinet hardware was “free” with the cabinets/installation ($756.00).

Rewards Points:

Took forever to get this worked out

I would not recommend Sears Home Improvement to anyone. And because of this experience, my relationship with all things Sears is over. I will never shop there again, after spending my 14,000 rewards points.