Plugged in our fridge

Guess who's freezer that is?  Our place!  Yes, we went a little crazy on the Haagen-Dazs sale at Loblaws last week.  But to our defense, some of those are Erica's.. she just hasn't taken them home yet!

Our fridge is stocked full of drinks thanks to Erica.  She highly believes in workers comp.

And... right when I thought we're done dealing with Sears, Kel tells me one of the lights on our panel burnt out...  It's no longer 18:30.... it's 1a:30

Here we go again..

Sears Customer Service - Part 2

We didn't end up getting the same color dryer we wanted, but at least we got the same model we had previously ordered and for the same outlet price.  However, Vicky, the customer service rep was able to get us the better deal in that we now have a 1 year warranty on the dryer versus the previous "as-is" sale.  Our dryer is now scheduled to arrive on October 31st.  I'm keeping my fingers crossed that it does arrive as planned, and the credits on the billing goes through correctly.


Sent: October 21, 2009 3:41:25 PM
To: me
Subject: CASE: 1558188 Vicky / Order Issues: I just want my dryer!

Hello Ms. Chu,

Thank you very much for your email to and for taking my several calls this afternoon.

I wish to confirm that we have ordered a replacement front load dryer in the item number described in your last email. We tried to order the blue model and it was no longer available. We are sorry for this problem.

In any event, the pricing on the item ordered today was $699.00, and we note that your sales receipt from June showed a special price of $399.00. When I spoke with you today we discussed me crediting the entire order made today, and leaving the June charge in place. On reflection, this does not give you the best result. The dryer you purchased in June was an outlet item and would have been "as is". The item I have ordered for you today will have a full one year warranty commencing from the date of delivery.

As a result, it is better for you if I credit the June 2009 order in total, and then apply a credit to today’s order to reduce the price, delivery, and taxes to the amount you paid in June.

Thus you will, after October 31, 2009, see two credits on your Sears account rather than one. This involves a little more paperwork, but preserves your warranty.

I hope that this is satisfactory for you and we do apologize for this error and for the lack of your preferred colour at this time.

Thank you for working with me on this matter.


Sears Corporate Customer Service

We've found our painter! Now we just need her onboard...

Ceci proved to be an awesome primer!  The best we have thus far!  We're trying to convince her she should use her talent on the colour layers, too.  We'll let you know how that goes...

Ceci primed our main bathroom and most of the office.  Erica's dad came over and put in most of our kitchen cabinet doors and drawers.  The kitchen is really coming together!  We should be scheduling someone to come in to give us estimates on those granite countertops this week.  Kel's dad and Erica started putting in the first layer of insulation foam boards in the basement. Kel's finished tiling the ensuite tonight. :)

Below, you can see the kitchen with all the doors, and our hallway finally has the door to our master ensuite built.

We broke the record tonight

Usually on the weekdays, we go to the house after work and leave around midnight. Tonight, I didn't get home until 1:15! And I live 4 minutes away! (Google said so.) What's funny is with our move-in date having moved month to month to month, Kel's always said regardless, we'll definitely be in before the first snowfall. Guess what? The Weather Network predicts mixed rain-snow starting from 2am all the way to scattered flurries tomorrow morning! Who would've thought we'd get our first snow of the year mid-October?! It normally doesn't happen until late November, early December! I told Kel about the weather forecast and whether that meant we should move in tonight and he says he doesn't warrant such weather anomalies! LOL!

What we did tonight, Erica cutting drywall for the walk-in closet; Kel continuing his tiling job in the ensuite


It has been a while since I wrote for the blog. I have keep myself busy with the house =D Here are some updates to the various projects in the house:

Kitchen – We got the water hooked up! I just have to finalize the sink placement and hook up the drains and we will have a working kitchen sink. Just have to make a minor modification to the sink cabinet and they island should be done.

Ensuite – I started to tile last night. Took me close to 4 hours to lay down 9 pieces of tiles. It’s a real pain but the tiles look great! Hopefully I can get the entire ensuite done by this weekend. Ken helped me to pour the base for the shower kit over the weekend and have to say it looks great. Now the shower is sitting nice and flat on the floor.

Basement – Got the materials needed to start insulating and framing. This will be an interesting project as Erica and Co. will be handling this one =D

Hopefully Patsy will have some nice photos of the ensuite by the end of the week!

Sears Customer Service

As expected, no one from Sears called me back in 48 hours so I gave them a call by the third day.  That did not resolve anything, except them offering me fifty dollars credit and no more.  I asked to speak to their manager and was told their manager did not take calls, but was only there to guide them on their calls.... which resulted in me writing the below email to Sears customer service and their response.

Subject:  Order Issues: I just want my dryer!‏
From:  me
Sent:  October 9, 2009 2:21:01 AM

To whomever this may concern,

We've recently purchased a house, much like many friends and coworkers of ours, and we were quite impressed with your salespeople.  They were knowledgeable, sincere, and helpful in every way imaginable.  We were very much in awe with the flexibility Sears had to offer in terms of payment options, delivery dates, and even price matching.  Although, we've heard and read many complaints about your company, we were sure that they were one off events, and people tend to only remember and talk about the unpleasant.  We've even been recommending Sears to many of our friends and family, and mentioned time and time again on our blog what a pleasant experience we've had.  To date, we've purchased a refrigerator, range, washer, and dryer for our new home, and we've been able to move our delivery date along with our delayed renovation date.   Unfortunately, this was where our troubles began.

On the date of our delivery, only the refrigerator and range arrived.  When asked, the delivery man told us these were the only ones loaded on to his truck.  Maybe the washer and dryer were coming in a separate truck?  He didn't know.  Nearing the end of our 12pm to 6pm window, I decided to give Sears a call.  The customer rep looked into our order and told us that the order for the washer and dryer had been cancelled the week before, but no note was made as to why that was.  I assured her that we did not cancel it, and she proceeded to look further.  She explained that maybe it was a clearance item and they no longer had it in stock, which was why it was cancelled, but shouldn't someone have called us to let us know ahead of time?  Or, even advise us that this could happen?  She looked deeper and found that the washer was still available and told me she was going to place the order again and call me back with details.  Sure enough, she called me back later that evening to arrange a delivery date for the washer.  The dryer, however, she could do nothing about because we had bought it at a Sears warehouse sale and so we would need to call them directly to arrange something.  By then, it was late Saturday night, and I'd have to call them on Monday.

So on Monday, I gave them a call.  It was a while before anyone picked up, and even then, the man on the other side told me there was nothing he could do for me and referred me to a 1-800 number.  Calling that number, landed me with another reference to another 1-800 number.  After waiting 25 minutes there, the customer rep confirmed the order was indeed cancelled (maybe due to a computer glitch), and that he would investigate into the matter and see about reordering the dryer.  He told me he'd call back within 24 to 48 hours with the results.  Three days past and I have not heard back, so I call the same 1-800 number again.  The customer rep I got this time said he couldn't help me and that I need to call the warehouse.  I explained to him that I tried that already and 3 days ago, someone at this number told me they'd look into it.  He told me he'd transfer my call to another department, only I got transferred to a lady that only spoke French.  She then transferred me to a second lady who ALSO only spoke French, who then bounced me to some guy who's new on the job and I can hear someone coaching him from behind.  He was nice, but also was unable to help me.  He gave me the number to the delivery hotline, but what good is it when I was told the order was cancelled?!  He then told me to try calling this OTHER 1-800 number.  At that number, I had to re-explain my situation, and the lady put me on hold to try to call the warehouse herself.  She then came back to say no one picked up and she left a message with the manager there and he'd call me back.  I asked her to give me the number to the warehouse and the manager's name in case I don't hear back.  She says she wouldn't be able to do that and I'd just have to wait.

A couple hours passed, and I decided to call again and see if I can get a more definite answer.  This time, the customer rep Glenda, told me she'd personally follow up with the warehouse and call me back later that day, or the next day at the latest.  She seemed understanding and so I hung up.  Later that afternoon, Glenda called me back to say that the dryer we ordered was no longer in stock.  I asked how that could be, since we had bought it from the warehouse that day.  I mean, they made sure the unit was there before we paid.  We personally saw them fill out a form and stuck it to the unit, OUR UNIT's box!  She says she has no idea, but we could look through their catalogue and order something similar and they'll offer us $50 credit.  As generous as that sounds, the dryer we had ordered and paid in full, was a 6.7 cubic feet Kenmore, front loading, see through glass door, for $399.99!!  The cheapest front loading dryer you have with a glass door was already at $599.99!!  And it doesn't have all the functions of our previous one, and it's also only 5.8 cubic feet!  What good is $50 credit going to do me?  I've always thought of Sears as a responsible corporation committed to customer satisfaction, but this is an outrage.  Shouldn't Sears own up to their own mistakes and at least replace my previous dryer with something comparable?

I'm deeply disappointed that a big corporation such as Sears would not step up and try to win a loyal customer back, but instead have their customers shoulder their responsibility for them.  I'm sure that a corporation such as yours would have calculated average customer lifetime values.  I'm only 27 to-date, which means this is the start of my journey with Sears.  I now leave it upon you to make right this situation, so I can go on recommending your services to many of my friends and colleagues, who are also just starting on their journey.

Hope to hear from you soon.

Subject: CASE: 1558188 Order Issues: I just want my dryer!‏
Sent:  October 10, 2009 2:34:36 PM
To:   me
Hello Ms. Chu,

Thank you for taking the time to bring your concerns to our attention. We value you as a Sears customer and regret that you have had an unpleasant experience.

We have directed this important issue to our Corporate Customer Service Department for further review. One of our Customer Service Representatives will be in touch with you to address your concerns.

We appreciate your continued patience and apologize for any inconvenience this may cause you.



Subject:  CASE: 1558188 Vicky / Order Issues: I just want my dryer!‏
Sent: October 11, 2009 2:26:21 PM
To: me

Hello Ms. Chu,

Thank you for your email to and for bringing this issue to our attention.

I can certainly understand your consternation over these developments and we very much apologize for the error made at the warehouse in terms of the sale of your dryer. I also acknowledge that you are not accepting the prior offer made to you of a $50.00 credit on another machine.

In order to look into possible resolutions for you I have sent a note to our buying team asking for information as to the replacement model for the dryer you purchased. Once I have heard back from the buying team I will advise what dryers are now available with equivalent features. My understanding from looking at the order was that you chose a model in a black colour. Is this correct?

After I am aware of availability and costs I can then propose a resolution. Please be assured that you are a valued customer and we will do everything reasonably possible to resolve this for you.

Again, we are very sorry for the difficulties you have experienced in the purchase of this dryer and we regret the further time you have had to expend on the telephone in connection with this matter.

Thank you for using Sears online.


Sears Corporate Customer Service

We've assembled all the kitchen cabinets today!

All the cabinets are done, some of the doors are up. We're leaving the rest of the doors (mostly for the island) for Ceci to do us the honour! Kel's also made the necessary cutting to fit the apron sink in.  We still need to get the hood and get that installed, and of course the counter top.  Ken will be coming by tomorrow to help Kel with the ensuite bathroom floor. If we're on track, we should have tiles in by the end of this weekend.

Hot off the press!

I know I said I wanted the next picture to be of the kitchen with all the cabinets installed, but there's been requests to see how things are. That, and Kel had to switch it up and work on the air ducts first. It's really starting to get cold these days, so it'll be nice to get that working. Most of the ducts were connected by the end of the night and we've got the heat going now!

Left: Our kitchen's current status. You can see Erica sanding the exterior. :)
Right: Kel working on fitting ducts into the openings.

Oh, and I've had feedback that the pictures of the kitchen after tiling didn't really show our tiles, so below is a picture of *just* the tiles.

As you can see, we still need to assemble a few more cabinets and put the doors in, and apparently Kel says we need to exchange one of them because they gave us the wrong one. The one we have now doesn't have the slot for our apron sink so I guess another trip to IKEA is inevitable.

Our lesson in painting (aka Why the kitchen took an extra week)

Last week after much plaster and sanding, we were finally happy with how smooth the kitchen walls were. We figured we needed to wipe the walls down a bit before we put on the primer, but we also knew that we couldn't wipe it with a wet cloth since water would dissolve the compound on the walls. So... we ended up just brushing the surface over with a broom. What we didn't realize was how MUCH dust was actually on the walls. Apparently, there were still random clusters of dimples and small cracks in various places, which we could not see because the dust had filled in everything. Well, the primer revealed all of that to us. We ended up having to patch some places that were more obvious after the primer dried and then do a little re-priming. After that, we painted the walls with our shade of "Justice", and then taped the corners to proceed with painting the ceiling. Our second issue came when we went to peel off the tape... parts of the paint came off with it! And it wasn't just the paint, it was primer, too! I guess there really was too much dust left on the walls and the primer couldn't cling on as well as it should. :( So we're sort of done, but with some touch up spots which we will do when we proceed with further painting. For now, it's back to working on the cabinets.

The kitchen's coming along!

Didn't make an updates last week, I was hoping our next pictures will have our kitchen almost completely done, but of course things always end up taking a little longer than you'd think. By now, we've finish priming and painting the kitchen walls and ceiling. There's still a bit of touch up to do around the edges, but that'll come later on. Our range and fridge arrived on Saturday! :) The cabinets on that wall are almost all up (no doors yet though). And Ceci came over on Sunday and put together most of the remaining cabinets.

What sucks though is our washer and dryer didn't come in on Saturday the way they're supposed to. I called the store and the girl said they seemed to have been cancelled. OMG... The girl managed to re-order our washer and have it come in next Saturday, but since the dryer was from the warehouse sale, she says I need to call them to get it changed. So, I called them today, and they said I need to call this other number. Calling that 1-800 number, they told me to call a different 1-800 number. That new number disconnected me after going through their automated system, so I had to call them again.. and got put on hold for 25 minutes. (It's a good thing I have a headset at work.) After explaining my situation with customer service, they said they'll investigate into the matter, and either reschedule the delivery or give me my money back and I should expect a call within 24-48 hours. So now I just wait... if I don't hear back in 2 days.. someone's getting an earful.