Cynthia sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
I purchased a new Kenmore Coldspot Side by Side refrigerator from Sears on 4/19 when we got it home on 4/20 it would not work, as it would not come off "demo mode". After several calls back forth, between 4/20 4/21, with the store, then with customer care, then with a tech, it is still not working the store will not exchange it for me, as they say the store is closing, which was not disclosed to me when I paid for it. This has been a very frustrating experience I am past distraught at this point. I have now had several items spoil, I have a large amount of refrigerator items at my sisters house, so do not have immediate access to them. Customer care did not appear to care told me a repair man would have to be sent out to try to fix it. Who wants to buy a brand new refrigerator have to have it fixed? And on top of that, they want me to wait until Sat., 4/23. I have purchased numerous items from Sears never run into this issue. I am not even trying to get a refund, I just want a refrigerator that works. The store is deceiving people by not telling them if the brand new item does not work, it cannot be exchanged or refunded. The manager at the store told me today they are having trouble getting the ones at the store out of "demo mode" too. I have already files a complaint with the better business bureau am hoping you will help me get this exchanged, so I dont have to go to the media.
I left 2 messages for your team today.