Complaint Review: Sears/repair or replace - Nationwide

   On the 10th of February I took my computorized sewing/embroidery machine to the Sears store at the Treasure Coast Mall for repairs. It was the 8th time it was sent for the same problem. The service dept. there requested a replacement if they could not repair it properly. March 17th we received a phone call from the repair dept. stating that the machine was being replaced and would be sent directly to our home.

   By the 27th on March no machine was delivered, I called repair services and told them that the machine had not been delivered and we were traveling to our home in Ohio and would they delivery it there. I was told that the machine was not delivered ato the Florida address so yes they could send it to Ohio.

   April 6th and no machine, I called the Sears store in Ohio and was connected to the sewing machine repair department. I spoke to someone named Doug at 888-391-8867, I explained to him what had happened and he look into the situation. I was then transferred to the Carry In Department and was given their number in case I got disconnected, 30 minutes have gone by. Erica at 888-496-1358, I once again explained the situation and she said I needed to be connected to the Warranties Dept. I wasn't given their number and after 20 minutes I was disconnected.

   April 13th I called the 888-391-8867 and spoke to Nick. I explained the situation and Nick checked with  and see what t. The Supervisor said that it was already delivered. I asked if they could check and see where it was sent. I was told it was sent to the store at 309 Guilford Road, this is my home address in Ohio. I conveyed this information to Nick, who put me on hold while he spoke to his supervisor once again. I was disconnected after 20 minutes on hold.  I called repair again and spoke to someone else who sent me to the carry in dept. and spoke to Joey, where I explained the situation and was put on hold again while they looked on the computer  to see what was said prior to me speaking to him. He said he would put me through to warranties. I had been on the phone for 3 hrs. and wanted the complaint department. I was put on hold and once again disconnected after 20 minutes. My husband said to just give it a rest because he was getting angry.

   April 20th we took a trip to the Mall Sears Store in Elyria. The gentleman in the pick up department couldn't find any record that it was sent to their store. The store manager got involved and had him call and see if they had a tracking number for the Sewing/Embroidery machine. They(Repair) would not give him any information because he was me or my husband.

   We cleared our Ohio house and returned to Florida on May 9th. It took us a few day to unload our possessions.

   May 11th we went to the Sears Store at the Treasure Coast Mall in Jensen Beach,FL. The gentleman in the pick-up department found no machine sent to them. I was explaining the situation to him when the store manager appeared.She advised him to call the repair dept.and see what he can do. He got through to someone named Lina who put in written a request for verification that the Sewing/Embroidery machine was sent, and we would get a reply within 24 hours.

May 14th Jennifer, from the warrenties department call saying the young man that called us from the repair department was fired, the machine was on back order then and one would be delivered either Friday or Monday. Monday a machine was at our door. Due to pryor commitments I was unable to set up the machine till yesterday.

May 21st I called 888-391-8867, after explaining that the machine that they sent me was not a sewing/embroidery machine,it is just an embroidery machine.The machine that I gave Sears to repair was a Sewing/Embroidery Machine. They sent me to Rachel at 888-496-1358. I explained to her that it was not comparable to the machine that I gave them. She said if I returned the machine I would not receive another machine like mine was. My husband paid $1400.00 several years ago for my machine and they send me one that cost $600.+ that only embroiderys. What can I do now?