Sears Complaints Continued... (Page 4)382+ reviews added so far. Upset? Call Sears corporate: 847-286-2500
I bought a dishwasher from Sears.Com. I agreed to pay them extra to deliver it, install it and take away the old unit. I also paid for an install kit. They kept me waiting 10 days for delivery. At 11:00am on the delivery day, I called to ask them when they were coming. They said, “relax, we’re coming today” I waited some more. At 4 pm they still weren’t here, so I called them again. They said, “we have decided not to come. It’s too much trouble to deliver to your area, We’ll just give you your money back, but it will take 10 days to get a refund on your credit card” I said, “what do you mean its too much trouble? Sears is only 56 miles away and they deliver to my area once a week!”
Sears.com said, “well, we aren’t them, and we think your area is too much trouble to get to!” They held me up for 10 days, and I am still waiting to get my money back from Sears.com. Then I called the Sears brick and mortar store in Flagstaff, Arizona. I told them what happened with Sears.com and asked why they were allowed to use the name sears if they weren’t Sears. They said they were Sears, just a different division. So I bought the dishwasher again from Sears brick and mortar, paying extra for delivery, take away of old unit, installation, install kit and extended warranty. Sears kept me waiting 2 weeks for delivery.
When the delivery man arrived, he left the dishwasher in my living room and without making any excuses went away without taking the old unit, without installing the new unit and without leaving the install kit I had paid for. I am stuck with an uninstalled new dishwasher in the living room, no install kit, and the old unit still under the counter! Sears has done nothing to rectify this. Sure, they said they would refund the install fee, the delivery fee, and the take away old unit fee. But that still leaves me with two dishwashers, neither of which works!
And for the time being, the price of two dishwashers, two deliveries, two installations, two take away old units, and two install kits remains on my credit card ! I have done business with Sears for years. All the appliances in my home came from Sears. I own stock in Sears, but not for much longer. Sears isn’t the company they used to be.
Sears I had a scheduled AC service call for 8am to 12pm this morning (Wednesday). At noon I got a recorded call that the repairman was running late – OK, at 2:30 I went on their repair site and asked how late and I was told 3:23 – ok, at 4:15 I called and was told the tech would call me – ok, no one called, at 5:30 I called and was told that the tech said I was not home and I needed to reschedule (no tag on my door) – NOT OK! I escalated this and was told that the first time they could get to me was Saturday – my first call was on Wednesday.
I am recovering from surgery and cannot go out therefore I was home all day and they blew me off. I paid for a 3 year maintenance agreement and everyone says thank you for being a premier customer but they do not know how to treat a premier customer. I am now expecting service on Saturday 1pm to 5pm. I will be on the phone every 15 minutes until they show up and I will do everything in my power to slam Sears Service every chance I get. I am 70 years old and recovering from back surgery so I am house bound. The tech just decided to go home and I am the one who suffers. Lies!
I recently placed an order of 2 HP Touchpads through sears.com. The “black friday” of the year items. They were still currently priced at the original pricing, not-reduced. I knew they would reduce them as HP issued a public statement. After I placed my order, I called them to check if they would be able to do a price reduction in the future, she said yes. However, she did warn me that the model number on this means that it would not be reduced.
Shortly after that call, I get a call from a local Sears rep saying she’s from the “order verification team” and wanted to let me know that Sears would not be issuing a price reduction on these items and if I wanted to still order at full price. I asked her multiple times if she’s sure Sears would not be reducing the pricing and she said yes. She also said because this is a “clearance” item, there’s no price matching. I had a feeling she just made stuff up to get off the phone. So reluctanctly, I told her to cancel my order.
Then about 2 hours later, I checked sears.com and the price had been reduced! WHAT THE ****! The same items I just had ordered and cancelled because Sears said they would not be reduced, were reduced less than 2 hours after I cancelled my order. Sears basically screwed me. If the “order verification team” ever calls you, just tell them to go away. Sears has the most misinformed, lying service representatives I’ve ever dealt with. I’ll never shop there again. I’ll probably be filing a BBB and FTC complaint soon.
As so many others have said al;ready Sears is no longer the Company they once were. Their service is lousy. The Techs are not dependable and on top of that they are rude. They esculate calls only to not have a satisfied customer. I called to have service on my side by side refrigerator. I was called on the same day to say that the repairman could not find my home. I indicated that the serviceman was rude and i even went to get him and he was not sitting where he was suppose to be when i initially gave him instructions on hopw to get here.
he rudely says if your house is 7 minutes/7miles up the road he said “well is I am driving 80 miles an hour how can i determine where this location is with that information” I said i would think you would use common sense and base this fact by the normal speed limit. nevertheless i shared this information with the company, however they act as though they have no control over the techs. now we have to schedule for another day mind you i am caring for my terminally ill husband which they were told.
the next person solved one problem but then the piece that i told them that i heard broke is still unresolved, i have continuosly water flowing into my ice tray causing blockage. i wasted a lot of man hours with this company with no satisfaction and they continuosly want to push their service warranty contract for repair which they are not able to deliver satisfactory service. customer beware. with this economy, they won’t be in business long if we take our business elsewhere…
i have been reading the complaints of others and i am seeing the same story from all, that we are being held on hold for very long periods of time. not being connected to someone who can give answers to the problems and never getting call backs.leading many to be totally fustrated with those in charge.there moto is very wrong when they say = WE’RE ALWAYS HERE WHEN YOU NEED US, & WE’RE HERE TO HELP. i have a warenty and now find out how bad it is to get things fixed, so far i have had 3 techs out with 3 differant repair dates and still have no resolve to my problem. I am sitting with a washer that is broke and sears has this carefree attitude about them.
I will never buy a sears product again and if they keep this up they will find that there reputation will be gone and profits to.
I have been a Sears customer for at least 20 years. All my appliance have extended warranties. I just want people to know that they should go somewhere else. A few weeks ago my Kenmore Elite washer broke and I call for repair. It is 10 years old but every year they call me to renew my warranty and I did . My washer is warranted until October 2011 but they wont fix it because the item number of the washer faded and for that reason it can not be fix. I have the original papers and I told the repair man that it should be in the computer too. Basically they dont want to fix it.
I guess that this resession is destroying them and also us the customers. I have to buy 3 new appliances and it wont be from Sears it is not right to come up with this excuse.They but the item number on the door and it gets wet all the time. I have never heard this and I am so mad that I really think I will take them to court. Sears is not what it use to be we have had it.
I have been trying to talk to a supervisor of the customer service department for over two hours today. I have been on hold for the final time 47:37 minutes and going and expect I could be on this line to Sears for the rest of the night. I called to talk to a service employee and because I was complaining about a service call to my home that was cancelled, at least three women disconnected. Each time I called back and when I explained AGAIN that I wanted to speak to someone who could at least try to arrange for me another date, I was disconnectedor put on hold. I called back a minimum of 7 times. I was put on hold no less than four times on an average of 10-15 minutes.
Does Sears even know what customer service means??? They should fire these employees immediately. I know Sears can verify my complaint about these people from using my home number to verify my times being disconnected and put on hold, which shows that their supervisors should also be fired immediately. Sears is no longer a company that can be counted on by their customers and I will look to other companies for future purchases.
the tool department in sears freehold raceway mall in new jersey is lousey,the clerk at main check out is terrible on day shift. I was there to exchange a brocken socket and a worn out rachet, he could not open any doors to get to the tools, he said his only key was broken, no other key in the store,, he walked away saying he did not know when it could be opened. I walked up to the glass doors and pushed them open took my two pieces out of the cabinet, I walked up to the register, the clerk was amazed that i had the tools in my hand,,then he said we dont exchange new tools for warranty, my two pieces were 25 years old that just wore out.
I took the tools that I took out of the cabinet and left, I think Im going to be a LOWES custamer for tha next 25 years….thank you ..
To Whom It May Concern: First, let me start off by saying that I have been a big fan of Sears for my entire life. They have always represented quality products and good customer service. They have always stood behind their products and have done their best to assist whenever issues did arise. That was then. Now, for the rest of the story. I have bought numerous appliances from Sears in the last couple years, including a stainless steel refrigerator, a stainless steel convection oven, a stainless steel microwave as well as smaller items like my vacuum cleaner and other kitchen appliances. Even my tractor is from Sears!
At issue is my Kenmore water softener. Since I have well water, and my well is extremely deep, we have a large amount of iron in our water. You do not see it but it turns sinks and such orange. For this reason, we have the water softener. This is a very important piece of equipment for us. Without it, we cannot do laundry (orange clothes) and all our sinks, toilets, cups, bathtubs, dog water bowls (anything that gets wet) is stained dark orange.
On September 25th, my water softener started leaking. It proceeded to flood my laundry room, closet and our family room (soaking the carpet). I immediately unplugged the unit and called Sears. They said they could get someone out on Wednesday the 27th if that was okay. I agreed and called off work for the morning appointment. The repairman never showed up so I called Sears and was told they made a mistake and the appointment was put in for Wednesday August 3rd. After numerous people and apologies they scheduled it for Friday September 29th.
The repairman came out and found that he needed three parts and had none of them so they had to be ordered. He wrote it up and scheduled the installation for Friday August 5th between 1 and 4pm. When I came home from work on Wednesday August 3rd, I found the packages at my door. I also had a message on my answering machine that I had to call Sears to schedule my appointment. I called the number they left and explained that I had an appointment AND that I had the paperwork in my hand that the repairman printed. I spent the next three hours in phone hell trying to straighten everything out, only to finally be told that they had the appointment and just needed to know if the boxes came yet!!!!!!!!
Now it is Friday August 5th and I am at home, missing my third day of work for this water softener fiasco. I get an automated call telling me that I needed to call Sears and reschedule my appointment. The appointment that I am sitting home waiting for!!! I call and am told by Valarie that they do not have anyone available today so I need to reschedule. I explain that I cannot do this.
They escalate me to Desire (in Texas) who looks into having it done tomorrow (Saturday) so I do not have to miss any more work. Of course, this cannot be done. They instead schedule it for Monday morning. That will be the fourth day of work that I will have to miss so Sears can attempt to come and repair their water softener. I still cannot wash clothes, everything is continuing to stain, and Sears doesn’t care. After all, I already gave them all my money.
I call the Hotline (1.800.795.5030) and ask for help. I explain my whole story for what seems like the hundredth time. I am told that there is nothing they can do. This is not the first time something like this has happened and it won’t be the last. I am flabbergasted that they would say this to me!!! I ask to have this escalated and am told over and over that there is nothing that will be done. They are fulfilling their agreement. I explain that I will have missed FOUR days of work for a simple repair job that most companies would schedule outside of the 8-5 that Sears demands. He tells me “I guess you will be going to the BBB then.”
I let him know that I would indeed be filing a complaint with them and anyone else who would listen and that I would post this story to every web site out there. I also informed him that I would not be ordering my planned new flooring from Sears after all. I also would not be shopping at Sears or any of their other holdings ever again.
I don’t know which is worse. The fact that I have missed so much work and spent so many hours on the phone for a stupid repair or the fact that I have lost respect for a company I grew up with.
I ordered a mattress online, but my local Sears contacted me and arranged the delivery. The first Sterns and Foster broke down after three weeks. The mattress was exchanged for a more standered style Sealy. It was broken in 4 days. I chatted with a Sears employee on line about the bed on day five. I called the phone number she gave me on day six. The young woman I spoke with said she would send me a packet to show me how to take pictures. I had not had this bed a full week and did not believe the responsibility was mine to prove. I ask to speak with her supervisor, she said I could not. I have been trying for over two months.
I guess I expected to get something that looked like customer service. not so. I have been hung up on transferred to dead lines, or never ending rings. The absolute rudeness is impressive,but my husband is still hanging on to keep from falling out of bed and not one person cares that two defective poor quality mattresses have been sent to this poor handicapped man. I have called every line and been promised help that never was delivered, not one bit of compassion or respect. I would love to think that Sears was on the customers side, but that way of life is over. Hope Sears looses all its customers. I know they have lost two!
Same problem as everyone else. My wife and I purchased a set of HE3T washer/dryer from Sears because the sales rep told us how great they were. What a crock! In June/2011, sixteen months after the purchase the washer quits working and displays a F35 and SUD error code. I research this and find out that I need a new analog pressure sensor switch. I call Sears and am told, sorry you unit is past the warranty. I call part’s places and depending on who I talk to I am told the part is no longer available or is on back order, and if I am able to order it it will be $100.00 plus to get it. I used to think Sears was the place to go to for anything, now I would go any place else and pay more.
I purchased a clothes washer and dryer in August of 2008 for over 900.00 each. Since then we have had nothing but problems with the washer. The washer is a HE washer and the first thing to go was the computer brain after about 6 months, A&e came out to replace it under our extended warranty plsn. Then it happened again, A&E came out and replaced everything inside the washer to include tub,computer face and about 2-3 otheer parts. Now it broke again! Service man came out again and told us it was the computer face AGAIN!! Said the part would cost over 500.00!!!
I strongly feel this washer is a lemon and should be replaced with a new 1 free of charge! If no response, my next step will be on the news. I would like an immediate resolve to this situation. Sears does not stand behind the products they sell. Sears is no longer a customer based merchant.
I was scheduled on June 9th, 2011 to have my icemaker on my refrigerator repaired. I called on that morning to confirm my appointment and I was assured that a Sears technican will be there between 1pm and 5pm. Approximately an hour later I received a call that my appointment was cancelled and the next available appointed will be July 24th. I then asked for an earlier appointment as I am having some work done and that two weeks delay will cost me a substancial amount of money. To my surprice I was told I could not get an earlier appointment. As being a long standing customer of Sears this is unaceptable, no provisions of even tried to give an earlier appointment was given.
If such distastful service continues you are never to big to “Fall”. Without “good” customer service you will loose great customers.
This is my complaint. We have had Sears for as long as i can remeber we bought all our appliances from them and our TV’s to. Im like the last person that complained -my time to Sears does not matter….i take time off from work because sears tech’s have office hours 8-5 and cant come any other time and here is the kicker-you have to sit at home waiting for them 8-5 because they are not sure when the tech is going to show-they cant give you a 3 hour window-so its 8-5. I waited the tech never showed-i called serveral times and they kept telling me that he was going to show because i was scheduled, yea i’ll belive it when i see it-He never showed so much for me being scheduled.
To make matters worst he rescheduled me for another day like have no say on how my life is scheduled for me-mind you i have to work. well they think i dont work and have nothing better to do but wait for their tech to show becuase i am at the mercy of Sears….wait for us at our time or suffer….well my microwave has not been fixed and im sitting here wondering if their is such a thing as a class action for false representing or lack of service they give you -well i’ll find out. from a very unhappy customer.
First, let me start off by saying I’ve used Sears Repair service before and it was a great experience, it was about 2 years ago, and in the same area that I live in now. This new experience has been deplorable! Out and out lies and deception. First, it was the automated system saying it would cost $70 to come out and diagnose the problem, and then when you speak to a real person (I use the term speak loosely), the cost becomes $129. Then I made an appointment (for $70), and they did not show up. When I called they LIED and said they called and left a message… they DID NOT. Then they said that my landlord called and recheduled HE DID NOT.
Then they said that the person in my area was sick and needed to reschedule…. now we’re getting somewhere. Just so you know, I called to find out where the service man was, and I had to make new arrangements! I was told that it would be $70 for diagnostics, but when the service men get here, I’m charged $129… it’s a racket. I can’t tell you how unhappy I am about the customer service from Sears Repair. From scheduling, to the diagnostic pricing, to the bait and switch that took place. I don’t know what could have happened in 2 years, but I will NEVER USE SEARS REPAIR SERVICE AGAIN! And, I will tell all my family and friends not to use it. And, I will post this on my workplace intranet… Time Warner/Turner Broadcasing/CNN!
i placed an order at sears online of 1 air curtain sold by unbeatablesale.com. I was given order confirmation by sears and was given an estimate date of delivery by 28-30 June 2011. Today is the 29th when I followed it up I was told that there is info of delivery yet and that they cannot get hold of the warehouse where shipping is originated. I’ve been following it up every now and then but I was suggested to just cancel the order. This is not the kind of business I am expecting from Sears since they advertised the item for online purchase only. Is anybody from Sears can help on this transaction as it is already been paid? Order no. is 240769546.
I, like you, am a hard working individual. I have a job, which requires my devotion Monday through Friday, 9-5:30pm +++ (because I love it!)…. My washing machine decided to break last week. Fortunately, all of the products I have bought with Sears (mind you, Sears is the only store we have bought appliances) have remained true and trustworthy. Confidently I called upon the Team in Blue. Rest assured a technician would be out in 2 days to handle my temperamental washing machine. Kevin knocked on my door two days later with an air of confidence and pleasantries. He was not able to fix my washer on the spot, yet would order the necessary part.
With a slight sense of disappointment I smiled and agreed to Kevin’s plan. He stated the part would be ordered under the status of emergency and please call when it arrives. Sears would be out in a jiff to fix my temperamental machine. So…two days later the part arrives. I felt wonderful and knew that Sears was my best friend for life. So, I call and reach some strange sounding person…(possibly from India)…anyway, rest assured the technician would be out Monday. I told them…hey, “I already took a vacation day off of work, so could you come out in the evening or weekend”?
Strange sounding voice aped “I’m sorry, Miss Borne” about 5 times. Essentially they do not work evenings or weekends…so…what is a working person to do? Well, I hired a neighbor to sit at my house and wait for the Sears repair technician to show up. The time frame 1-5pm. I called to get a more specific time…”I’m sorry, Miss Borne”…we don’t give specific times. Okay, my blood pressure clicks up a few points. Why can’t you give a specific time? What happened to communication? Why does MY life/work not matter? So, ….my neighbor’s son comes over at 1pm. Sears shows up at 4:15pm.
The tech tells him the part that was ordered is wrong. He fumbles around in his van and with the machine for a while. Tells the young man that “it’s fixed”. Yeah!!!! I get the call and cannot wait to get home from my job to do the laundry that has been piling up for a weak+++. I put the towels into the wash and within one minute receive an error message. Hmmmmmmmm….this can’t be right…this is–Sears. My loyal friend. Well, I think to myself…an innocent mistake; I’ll call Sears customer service and all will be fixed. Hmmmmm….am I in a different country w/ customer service?? They don’t seem to understand my needs.
They keep saying my name over and over and keep saying “Sorry, Miss Borne” over and over and over. I finally get so frustrated that I just ask for a refund (since I have spend $254.01 and 2 days of work). The ‘manager’ states she cannot refund my money. She asks me to call back (she can’t help me today)….here’s the icing on the cake….she hangs up on me. I hope this girl gets fired. She was rude, cold, and robotic. I have been beyond loyal to Sears. My husband moves every 2 or 3 years with his job. Who do we buy our appliances from?? Sears!! Yeah Kenmore!! Well, not that my dollar or two (truly about $10K every move) matters, yet good God, that was a horrible experience. Please call me if you want details. At this point (sad to say) we are done with Sears. I will get my refund (since the machine doesn’t work) and will go with an independent contractor to fix the problem.
I just wanted to let you know one of your loyal customers is shocked and going elsewhere. It takes a lot to ruffle my feathers. I am a loving, kind, gentle spirit. Yet your customer service does not understand the English language. Nor, do they know how to satisfy customers. All they know how to do is say..”I’m sorry, Miss ______). So, I wish you luck in all of your endeavors in the boardroom. All of your grandiose ideas will be squashed with the customer service that I dealt with. Know that people matter. Their schedules, needs, complaints, praise, and feedback matter.
Just wanted to let you know what turned around 11 years of faithful purchasing.
This is regarding the services of your repair technicians, the appliance service master protection agreement. We have now been 4 weeks without a functional refrigerator and your technicians first told me the unit did not have diagnostics, the second tech used diagnostics to determine parts and we waited over 2 weeks for parts, the unit still does not work and yet another tech visit and they have ordered ore parts and want to come back again when or if the parts are available. This is crazy, the unit is still not useable and they just keep replacing parts. This is symptomatic in auto repair if the techs do not know what or how to fix something we just keep adding parts.
I understand this is not at my financial cost but my lost time from work and inconvenience of a non functional appliance is way more than I would have ever expected. This unit should be replaced. I have a bad feeling regarding sears at this point and will never renew another service contract or purchase another product from you again. I will also make sure to notify potential customers through social media how this has been so poorly handled. Not to mention the confusion in your automated service appointment calls with conflicting appointment information.
My wife made a purchase at a sears store in the Denver area on June 24 2011and found that some of the items did not fit properly the same night. She went to your store located in the Cherry Creek area the next day and tried to exchange them. She was told that she had purchased the items in Sears’s store that would not allow exchanges and she was stuck with the items. I called the store manager Jim Callahan and left 2 messages concerning this matter and he has not bothered to return my call. I read on the internet yesterday that Sears will probably not be in business in 2012 and with customer, service like we have encountered it is easy to see why.
It looks like your financial troubles have made your Customer Satisfaction policy a thing of the past. I am sending a copy of this e-mail to Lou D’Ambrosio President and CEO, Edward Lampert, and the Denver BBB. In spite of the lack of respect that your staff and management in the Store in Cherry Creek has for your customers my wife spent over $200.00 at the Cherry Creek store on June 25th 2011.
Ron Conner, Denver.
My side by side refrigerator/freezer has a big problem. The freezer part is not working. I have a Master Service Agreement and I have to wait 12 days for a technician. Of course, he is going to come out, not have the parts and then I have to wait another who knows how long to get the thing repaired. Not fun, when it is 100 degrees in Florida and I have water pouring out of it all over my kitchen floor. Emailed the social media address at Sears. They responded immediately – great, I thought! Not so fast. Someone called me at home, so when I got home from work, I called the number (no chance of actually reaching a human being!!) and asked that they call me work number. I haven’t heard another thing.
This “social media” thing is baloney. They just delay so much that you are right back at where you started. Ridiculous.
Washer from Sears stopped working and giving code F11. Sears told me since it was 20 months old that they could sell me 365 warranty or send someone out to fix and it could me a lot more. The issue is the computer board and my books says it is covered for 2 years the lady wasn’t aware of that. She just scares everyone into buying the 365 warranty. Then I find out there is a class action lawsuit on this Kenmore elite h 3 washer. I go to Sears and talk to Store Manager Joe in Colonial Height Virginia and he puts me on phone with their corporate office and the lady asked if I got a letter about this washer yet? I told her no.
She told me I would be getting one in the mail? Why didn’t they tell me that when I called 4 number earlier. They wanted money how many people have just paid? How many old ladies have been scammed like this? Then I ask Joe the Store Manager what are you going to do to make it right and he said there is nothing HHS can do until I Get the letter. What am I to do until then? I have to wash my clothes and Joe the Sears Store Manager told me to go to laundry mat. People spend your money somewhere else.
I go to Lowes and buy a new washer and dryer and warranty for 4 years was 180 for both and the warranty at Sears was over 600 dollars for both. I went to Lowes because consumer report rated them good in customer service. We all check prices on items but we don’t check out how much the warranty is and we spend hundreds more. SEARS IS A SCAM…… I found hundreds of complaints on this one washer and when every.one called they wanted 365 dollars. The class action lawsuit claims that after washer is one year old it stops working and comes up with code f 11 and then they sell you a 365 warranty.
What a scam and a way to get more money coming in the future. Was one of these people your Grandmother.
To whom it may concern, I have been a loyal Sears customer for over 40 years. I have recently pruchased a new riding mower, which in turn I had to purchase a grass catcher bag. It turned out that the hardware for the grass catcher was defective and I was told a technician would have to come to the house to repair the problem. The appointment was set for June 14 between 8:00 A.M. and 12:00 P.M.. No one showed and no one called. I called twice and was told someone would get back to me but nobody did. I called a third time at about 4:30 and was told the truck broke down.
Now I have waited all day, cancelled a doctors appointment and now at 4:30 i am told the Sears truck broke down and I will have to re-schedule. Someone should have called me to let me know what was happening. They didn’t know the first 2 times that I called that the truck was broke down? Now I have to wait another week to to get my problem fixed. I don’t think so. I canceled the appointment and fixed the problem myself.
This is the worst customer service that I have ever experienced. If I am not here for a scheduled appointment you charge me. What can I do if you don’t show up? I should of been informed of the problem alot sooner than I was. I wanted to let you know what happened so that maybe the next time the truck breaks down someone will let the Sears customer know what is going on so their day won’t be ruined like mine was waiting all day for no one to show up. MY E-MAIL is boatclubrich [at] aol.com
I recently ordered 4 major appliances for the kitchen in my rental unit in Maui. At the time of order I informed the sales clerk that the refrigerator would have to be lifted over a small kithen counter in order to fit into place. I was told that was no problem and it was specifically noted on the sales slip. When the independent movers arrived, they made it clear that they were unlable to put the refrigerator in and even balked at removing the range door for easy install. After much hassling, I signed a waver and they did agree to take the doors off of both appliances and did easily put the range in place.
However, they still would not move the refrigerator and did not even stop to take the packing out of the range or level it to counter height. Later in the day another installer arrived to put in the microwave dishwasher. He was very helpful and would have moved the refrig into place if he had another person. He told me that he would come back the next day with another installer and see that the refrig got into place. I spent the entire next day dealing with this issue, calling Sears several times to inquire as to why noone had arrived. This was extremelyl important to me since the rental unit was booked for 5 nights beginning the following day.
The day ended with no refrigerator in place simply because Sears never contacted the installer to give him the order to do the job. He was in the area all day waiting approval from the manager at the Kahului, Maui store. The refrigerator was finally put into place late the next day and Sears did finally offer to give me $100 off. I was very disappointed that the manager never even said he was sorry for the inconvenience. My condo rents for over $200 dollars a day and the entire rental was lost. I have purchased many appliances from Sears over the past 40 years but I will be very hesitant to do so in the future.
Carole A Havens
To Sears CUSTOMER SERVICE DEPARTMENT. How long does it take to get service from your service department? There is no truth to your advertisement, for it really takes a long time. Case in point: the ordeal that has become to service my dishwasher. Let establish first the time line. On May 16th we place the first call and got an appointment for May 21th. The technician came and left, we were home but he reported that “no one was home”. Did he come to my door??? We called back on the 23th to re-schedule; got an appointment for the 26th. But nobody came because there were no available technicians on that day.
We called back on the 27th and got an appointment for June 4th. The Sears technician came but did not finish the job, he needed a part, and had to re-schedule for June 8th; on that day he could not finish his route because he was late receiving the part he needed. We called on June 11th to acknowledge receiving the part and an appointment was made for June 14th. On that date the technician passed by to say he was coming back on the 17th to replace the part. But nobody came. When we called they told us that we were not scheduled for an appointment on the 17th and that the next available appointment would be on the 21st.
Among the many excuses I have heard over the phone is “a dishwasher is not emergency equipment”. But I beg to differ: in a household with 5 adults, 4 kids and a dog, dishwashing is a full time job. Maybe you have good intentions, but the road to hell is paved with them. The department in charge of providing service is not well managed and promises get broken left and right. This I learned by checking on the internet; there I found the complaints from other consumers about shoddy merchandise. A product sold by Sears was well made; the service was seldom needed when the item was new.
But the new trend of having all products made in China, or any place where cheap labor is available, with parts made anywhere else, produces gleaming sub-standard products that break often. Then you sub-contract the service which creates a communication chain that often gets broken. I probably have a claim number, but I didn’t get one. You can.
has owned tractor less than 2 years and has purchased extended warranty just had service tech there yesterday and he says whats wrong is not covered which is the steering gears are junk among other problems such as parts falling off the mower every time he mows what good is warrantys if company thats supposed to be as good as sears wont stand behind them ? we have alot of reiatives and family that supported sears products unless this gets fixed sears just lost alot of business for sure lost mine now i am the son of this customer and i am very upset your products and warrantys are not worth nothing if you dont make good on your word
Sears is the national leader in the warranty run around. They have 1 800 numbers to more incompetent people than the government. Their products are getting worse and worse and the warranties are a joke, they say they cant find it or they just don’t cover the basics. Sears used to stand for quallity but now is just a space filler in your local mall. If you are wise you will not buy their products they may look good on the outside but the service on them is despicable. Their only chance for survival is that the elderly will still buy because they remember what SEARS used to stand for. Where quality once stood you now have a shadow of a former giant.
We purchased the LG brand front load washer/dryer from Sear 2 years ago, at the suggestion of the Sears sale staff (I find that although LG appliances are crap, they get a higher margin). This dryer is a real piece of work and has now been making a load bumping noise for over 2 months. Even after the service guy finally showed up, he had to order parts, then return back to replace them (maybe??). It still makes the noise. He says it could be something else. Sears repair scheduled him again and then he cancelled.
It is 120 miles one way to the store, but we cannot even take the appliance in because they don’t work on them there. All of the repair guys are contractors. Bottom line here: don’t buy stuff from Sears and don’t buy LG stuff from anyone.
I am writing you today regarding a dent in the side of our newly purchased refrigerator. On 5/31/2011 we purchased a new refrigerator including a three year contract totaling $744.55. Fortunately, you were able to deliver the unit today 6/01/2011 which we were very grateful. We explained we needed it immediately because we had all our food on ice to preserve until the unit was delivered today. However, the delivery man pointed out that there was a dent in the left side of the refrigerator.
We had no choice but to accept the unit because of the food to go bad and my wife said since the damage was cosmetic only she would live with the dent. The delivery people were excellent and called their firm to report the dent. The company offered a gift slip. While this is very nice of them we are not really interested in a gift slip we explained we expect some compensation for living with the dent. They informed us to contact them. The damage obviously was not due to anything the delivery company did. You could see the damage on the box itself.
I called your white marsh Md store to speak with Chris who we purchased the unit from yesterday. However, Chris was off today. So, someone named Sean asked to help. I explained the situation to him and he began to tell me that my options are to return and refund or get a replacement. We do not want a refund, we do not intend to go through moving everything in the house including removing doors etc. What should be done is a credit to compensate for the cosmetic damage rather than cause us more grief waiting and transferring everything once again.
I told Sean that I would write to someone that will hopefully listen and be a bit more understanding. I explained to him that we simply asking for a reasonable credit back to our charge taking into consideration the dent. He was obviously unable to help and suggested he start a transfer to this dept and that dept obviously just trying to pass us off.
On January 28, 2011 I paid Sears $413.51 to fix my refrigerator-freezer and I thought they fixed it. On that day I thought they fixed it so I bought a Pretection Agreement from the tech. Months later it started doing the same thing. Not freezing. I called them back out and instead of checking the board that they had replaced in Jan. the tech said that was not the problem and fixed something else. Well instead of Sears refunding me the money for the first visit they know I bought the protection so they just send another tech out. Now here it is June 2, 2011 and the problem with my GE Refrigerator is back again.
Still not freezing. Today when I called Sears customer care they said tough luck. The customer care guy was rude, act like he did not give a care about the complaint. I have always bought my appliances from sears but not anymore.
I have learned my final lesson with Sears. Last winter, a stove delivery arrived at 5:15 pm after being quoted a delivery time between 1:00 and 5:00. Foolish me. After sitting around for four hours waiting, it took them another hour to do the install. The two men were filthy and unprofessional. I can’t believe that Sears subcontracts with such low quality installers. I guess they make more money by giving their customers terrible service and cutting corners with installers. More recently, my washer broke and I called Sears repair services.
At the first appointment, the technician ordered parts and pre-charged me for future work. I was charged $468.35 that day and since it appeared on my bank statement right away, it was clear that Sears wasted no time collecting their money. At the second appointment, the technician only used one of the parts and issued me a credit of $184.88 on 4/7/11, however, I have not seen this credit on my bank statement. Where is my credit? Despite five emails to Sears in the last four weeks, NO ONE has bothered to respond. Does Sears think they can just keep this money?
Isn’t that theft? I am completely disgusted with Sears and will tell anyone who will listen, they should not buy from Sears. Be warned!
TO: Louis J. D’Ambosio, CEO of Sears, and to all Sears Customers. I recently purchased a washer and dryer on Memorial Day, 2011. The Washer was to be delivered on June 1 between the hours of 3-5 pm. My son used his phone number when he purchased the washer as a gift for me. I purchased a dryer the next day and it could not be delivered until June 14!
On June 1, I was home all day and had laryngitis.My son called and said the del. would be one hour late.At 7:30pm there was a no show so I called sears delivery (Took 25 minutes on hold) and was told I was next on the list for del.
I gave them my home phone number and asked them to call me with questions or updates. They said OK. My son had given them detailed directions to my home since the GPS might not find it. At 9pm I called again (30 minutes on hold) spoke to an agent who said they tried to call and left a message with my son. I asked to speak with the manager (25 minutes on hold), and he told me the same thing. I told them their del. men were lying. I have caller ID and there were no calls made to me or my son and no messages were left.
They instead rescheduled the delivery for June 4th. I was very upset and asked them to send my dryer at the same time to work with me and they said they couldn’t change anything. Mr. D’Ambrosio I also called your top delivery center (800-479-6351)and spoke with “Charles” who was unable to make any chnages or help this situation. He told me he took the word of his del. men over me. I was livid. He made things much worse. My son did get a call at his work from an unknown number and when he answered they hung up. A delivery company that wants to leave a delivery doesn’t call with a blocked number and not leave a message.
There are too many red flags with the Sears organization. My son is very disappointed but I receive his and Marys blessing to gift this to me. In all do respect to the salesmen who tried to help I thank Frank and Robert at the Ohio Valley Mall. Tried to give feedback for them on your website, but the website is messed up and it seems impossible to give positive feedback for them. Another red flag. I have cancelled both orders with Sears. After reading complaints on hissing kitty, I have found Sears no longer to be a reputable and honorable place to do business.
I plan to go to a local appliance dealer who is dependable and trustworthy. I plan to replace my kitchen appliances there too. I have spent enough time with Sears. I will be cancelling my charge as well.
Sincerely a dissatisfied and disappointed longtime customer.
I was scheduled on June l, 2011 to have the icemaker on my refrigerator repaired from Sears. My husband gave the service department detailed numbers of the parts we would need so the technician would have them on hand. They called us saying the appointment time would be from 8:00A.M. to 12:00 P.M. At noon they called us again saying they would be later in the day due to a problem. Well at 5:30 my husband called Sears and the dispatcher rescheduled us for Monday June 6th. I complained saying we took the time to stay home all day for this and they should schedule us for the following day.
Why do we have to wait until the following week for a changed appointment done by the technician and not us. I don’t understand this. Besides the dispatcher just hummed and had no answers. She also stated that the tech needed to look at the refrigerator first before getting the parts which will put off getting refrigerator fixed another week or two. This is wrong. Sears please look into this type of situation and make new changes. We have always bought our appliances through Sears but this may change.
Or so I thought!!!! Sears has got to be the absolute worst company I have ever dealt with. You have to be a sucker to buy an extended warranty from them. I bought 2 trimmers with extended warranties. One of them started to wobble underneath so I took it in to a Sears Store and showed them the problem. The unit is about 3 years old and the store said that they would fix it under the warranty and I would have it back in about 2 weeks. I HAVE SPENT OVER SIX (6)
HOURS ON THE PHONE WITH AS MANY AS 2 DOZEN SEARS SUPERVISORS ABOUT WHAT HAS HAPPENED.
TO MAKE A LONG STORY SHORT, the repair center called me on May 11th and some girl told me that they would not honor the warranty because the oil was dirty!!!!!! Then I was told it was because the carburator was bad. Then I was told they would not fix it because it was not under warranty. Well, 2 weeks ago Thursday I finally got hold of a Sears supervisor named Jeffrey Brown who said he was going to fix the situation and have it repaired and of course never called me back. They wanted $210.50 to fix my machine. The trimmer came back to the store today (not repaired).
The oil in the machine is as clean as can be. My friend took apart the shaft (spindle) and it only required a little round piece to be put back and now it works fine. How dare Sears treat a customer with so little respect. My wife and I own 3 homes and have about 7 sears appliances in them. When they break I will go to Loe’s or Home Depot or anywhere but never again to Sears. If you are smart you won’t either.
Almost two months ago we bought 4 appliances from Sears. Kenmore, Oven, Dishwasher, Microwave and Fridge. All four arrived but the Fridge had a dent in the side of the freezer. We asked for a new one. It arrived appro. 7 days later same Kenmore name but not the same Fridge. Different style. This one had grey side’s. The appliances are Stainless Steel and Black, so it did not match the kitchen which is dark brown. Not to mention the fridge door did not match up with the freezer door. The seal around the Fridge door was crushed in. Pointed this out to deliver person who called someone who offered us $150.00 off if we keep this fridge.
No, so again waiting for new fridge a week or so it arrived. A Kenmore but different style, this fridge opened on the wrong side! Unable to change sides, another new fridge was on it’s way. Fridge number 4!! The seal on the freezer door crushed and the doors do not line up. And the handles are white!!! Not black or stainless steel like we agreed too! Now with being hung up on three times. 1-800 number telling us we “the Techs” have to review the fridge! Store Manager hanging up and refusing to give the number for customer service. Sears!? Do we have a fridge…..???
After all it’s paid for! We don’t want a repaired fridge, we want the new fridge we paid for!
Today, 28 May 2011, I ordered a part by calling the SEARS parts line. The part was $60, + TAX and Shipping. A total of about $79. Within 15 minutes of placing the order, I realized my pressure tank had a stuck valve, not a faulty bladder. I called SEARS to cancel the order and was told they have already ordered the part and can not cancel my order. GOOD FOR SEARS!!! NOT!! I have made my last purches from SEARS. Good Luck to SEARS. Losing dedicated customers in the time of the GREAT RECESSION. Can’t believe you can’t cancel an order from SEARS right after you purchased it, or at least change it!
Purchase a new craftsman tiller and it stopped working after a few hrs of work. I calaled Sears and they assigned to a tech. The tech preordered the part which arrived at my home 4 days later, The tech scheduled appt 6 days after the parts arrived. The tech told me the part was incoorrect and his parts catalog and Sears data base did not match and he would reorder correct part. The second parts arrived 6 days later and the tech 7 days after the parts was delivered. Needless to say the parts were wrong once again. Sears created a urgent case worked after the first parts arrived and she has not called or comminicated twith me as of yet.
Today, may 26th I called Sears for an update and they have no status and said for me to wait longer. I cannot beleive the poor customer service that Sears offer and will never purchase any other items from them. Hopefully, I will have the opportunity to share my story with a potential customer and help them make a better decision.
I purchased an appliance (oven) from Sears, which was not in stock. So delivery was delayed. After recently reporting a problem, the Sears warranty department calculated the warranty date as of the purchase date even though the delivery date was 6 weeks later. After explaining this to the Sears people, they refused to honor the warranty and a supervisor did not call me back. I was put on supervisor hold for many minutes (more than 15 and then hung up.) The Kenmore appliances generally get good reviews, but their warranty people are really discourteous and not accommodating. If warranty service is part of your purchase decision, be advised that Sears is not consumer friendly. Lou W.
I went to repair the rear tire components of my Honda car on March at Sears auto repair. They gave me an estimate of $435. I told them why I did not do it in the dealer’s Honda. Sears stated that it was cheaper at Sears because the parts are not the original. I was scheduling the time to bring the car to Sears and then they change the quoted price to $1,000 for the same repairs to my Honda. I am really mad to this. If it is in this way now, then I go to the dealers for my Honda auto repair.
I purchased a refrigerator on February 13, 2011. It was delivered by professional personnel and I was delighted. The refrigerator, however, had a serious problem. Every time I closed the main refrigerator door, the freezer door would stand ajar. I always had to physically make the effort to close the top freezer part. After several times of finding the top door standing ajar, since I had forgotten to expressly close it, I decided I din’t need to lie awake at night hoping I had remembered to ensure the freezer door was closed. I complained and a technician came to tell me there was nothing that could be done about the problem.
I asked that the refrigerator be taken back be Sears. I had to make an express trip to the store where a clerk stood waiting for a long time to make the appointment for the warehouse to come pick it up. Why that could not be processed by phone, is a mystery to me. The appliance was not picked up on the date as promised. I had meanwhile bought a different fridge from another place of business and needed the Sears appliance to be picked up. Another trip to the store since nothing was seemingly possible by phone.
The fridge was picked up on March 22. When by April 20th, I still had not been refunded, I placed another frustrated call to Sears. Days later, I called again to find out that the warehouse had not processed my refund but that it would be attended to in 7-10 business days. It is now May 13 and I have still not been refunded.
Somebody HELP! It appears that the Raleigh, NC warehouse is extremely inefficient and meanwhile my credit card wants payment for a refrigerator that I don’t own.
On May 4, my husband called the Sears number in the telephone book. He was transferred all over the U.S. and I heard him repeating “repair department” many, many times over his 30 minute conversations with whomever. I picked up the phone when he said he could not understand what the person was saying. I could not understand her either. He hung up. Our of his 30 minutes on the telephone he did not receive one piece of useful information. I dialed 928-777-7700. I talked to someone in Texas who said that they answer when the local store doesn’t.
She transferred me to another center instead of the local store like she said she was going to. This man was a robot, could not think for himself, had to follow his script given to him by? Sears? One of these “helpful” people said that we did not have to make an appointment … just take the lawn mower in to them. Finally I looked Sears up on the Internet and found 928-777-7751 which got me to the local store. She told me that they did not have a repair dept. Duh! Left hand not knowing what the right hand does? She offered to give me the 800# for Phoenix repair.
Now, I am NOT driving two hours to take my lawn mower in for repair. Sears has serious damage control to do with their telephone service.
Here’s my recent frustrating experience with Sucky Sears! I purchased a Samsung dishwasher. During the install, a complete moron installer, pushed it under the counter with his knee, and dented the face of the dishwasher. My wife watched the entire procedure, and when she brought it up to the installer, he actually denied it, and said it was freight damage. He also broke the lower corner of my kitchen cabinet, next to the dishwasher, but that’s another adventure! So, we then contacted the 800 numbers to talk to repairs, and had to schedule a Sears’s repair tech. to come out and evaluate the damage.
The new Sears repair tech. confirmed he had to order a new exterior door skin. We waited three months to receive the new Samsung part, it was back ordered. You’ll love this! when the back ordered piece showed up, it was the interior door insulation! not the door exterior skin, we waited three months for the wrong part. I again called the 800 number, they said he ordered the incorrect part number, they supposedly re-ordered the correct part, three weeks later it showed up. The delivered part was the interior door insulation, again.
I again called and actually reached a competent and nice operator. She went ahead and ordered me a complete new Samsung dishwasher, she understood the moronic Sucky Sears process, and stated this would be the best way to correct the item. The new Samsung dishwasher was delivered and installed by a new install company, as I request to not have the previous moron installer back to my house. These guys weren’t half bad, but the new dishwasher had a bad door gasket flange, that kept catching the lower dish rack wheels. Within a couple of weeks the roller on the rack had broken off, and didn’t roll.
We again contacted Sucky Sears idiotic 800-repair number, and scheduled a repairman to visit and tell us what we already know. He came out, figured it out and ordered the new parts. When the parts showed up, I contacted the 800 4my-home to let them know the parts had arrived and schedule the repair tech. to come out and perform the repair work. They scheduled it for Tues. 4/27/11 between 1-5:PM. I took off work and to home wait, by 3:PM no one showed or called, so I called the 800-4my-home, the operator said he would contact the Sucky Sears repair tech. and have him call me. By 4:PM no call from the tech. I called the 800-4my-home again, and got the same response. Again, I patiently waited for the Sucky Sears repair tech. to call me.
By 4:30 PM no phone call, I again called back, by now I’m thinking they’ve been lying to me! I phoned back and reached an almost complete moronic operator, who stated the Sucky Sears, moron tech. would not be coming! As I proceeded to get very angry, because I missed work for no reason, and explained how Suck Sears operates, really SUCKS! She proceeded to lie to me and explained the Sucky Sears dispatcher contacted my wife and my wife said it was OK, and we would re-schedule! My wife is a schoolteacher and is hard to get a hold of, unless it’s me, her loving husband. Anyway, my wife would have called me and let me know! So, needless to say, I had to reschedule. Sucky Sears has reached a new low; they now actually blatantly lie to you!
I find it really weak, they use the consumer to receive the shipped parts, inspect the repair parts for damage, storage of the components and then throw out the left over cardboard and packing material. The Sucky Sears warranty discloser and information don’t tell that!
Here is a copy of the complaint I sent to the Attorney General of the State of Maine…
Dear Sir or Madame, My wife and I live on Frenchboro, an island in Hancock County. We recently purchased a chest freezer from the Sears store in Bangor. Even though there was a free delivery included with the price we used our pick-up truck to bring it home on the State ferry. We specifically asked the person who sold us the freezer and the optional extended warranty if Sears would repair the freezer if needed even though we live on an island with only 3 day a week ferry service. He told us in no uncertain terms that they would come out and fix it if needed.
As soon as we unpacked it we saw that the top of the freezer had been crushed. My wife called the Sears toll free repair number at least 10 times and spoke with a lot of different people, was hung up on, and finally after about 6 weeks we were told that since it was still it it’s initial 90 period it had to be rectified by the store where we bought it. We have tried to contact the store manager but after a few calls we have only been able to speak with some one in the appliance department. Today I spoke with someone named Rob who tried to help and he repeatedly tried to give me back the money we paid for the extended warranty but would not fix our freezer.
He said they would replace it but since my wife and I are retired and in our fifties we have consistently told people we do not want to return the freezer as we would have to take it on the ferry and stay overnight and then bring the new one back and we would not have any place to put the freezer full of food we have. Robb admitted that their employee told us the wrong thing but they will not fix it for us. He eventually hung up on me with no resolution except an offer for $100 which is unacceptable. If you can please help us get our freezer fixed we would appreciate it, thank you for your help.
I would love to go into the details of the experience I have had in which both my wife and I have been lied to, hung up on and disrespected, not to mention the inordinate amount of time being placed on hold. As I write this letter I have been on hold for almost an hour. I will leave it to you to look into the matter by looking at the case number as well the notes associated with my phone number. The person who hung up on my wife is Judson operator # 60805.
To keep it brief, I was initially informed by the tech who was at my house on April 26th that the part would be in on Thursday, only to receive a call that next day that the part wasn’t ordered, to being told it would be there yet again on Thursday, however when the tech showed up today April 29th the part still wasn’t there, to having the part show up around 2:30 PM on April 29th. Now when I call to reschedule service I am told nothing available until May 6th a week later.
Go to this site for phone number and address to the Sears CEO, CFO and Senior VP.
I have a Craftman lawn mower that I brought from Sears. I called the 1-800 number on the Craftmans owners manual so that I could have my mower serviced since it had been a couple of years since if had been serviced. The lady quoted me a price of $89 because they were having a special. I told her to go ahead and make the appointment. When the guy came out to service the mower he quoted me $180. So I called the service department as well as the customer solution department after being hung up on and transfered all over the world. They told me that there was nothing that they could do and that I had to pay the price that the techinican was charging me and not the price that the service department quoted me.
They could not explain to me why I was being charged two different prices. Nor were they trying to work something out with me because of the two different prices. I explained to them that I had the $89 that the service department quoted me but I could not afford an additional $80 that I was being charged. And if she had first quoted me $180 I would not have made the appointment because I know that I could not afford that. These people were unprofessional and could not provide me with any explanation or solution. They could have cared less because they were not in the situation.
I fell that everone needs to be on the same page when the are provinding information to customers. They wanted me to wait four days while they were to view the information and get back to me but the techinican could not wait four day to get his additional $80. And thats not saying that they would have really viewed the information and gotten back with me. Sears has lost me as a customer. I will never step foot into another one of their stores because of there non caring attitudes. They will never service my mower again. And I will put the word out for anyone who is considering Sears for anything.
I have had maintenance agreement with Sears for many years (5+) and the service is getting worst every year. My freezer is failing for third time this year. Every time I call Sears, they tell me it will take at least 7 or 8 days before a tech can come out. In the meantime, all my food goes bad and Sears will only replace the food the first time ($250). I have lost over $800 worth of food already (I have a full size upright freezer). The freezer was fixed the first week of March and it’s broken again (April). I tried to schedule online (not successful), tried chat (it hangs) and called 800 number.
The first time they told me to call back next day since they don’t deal with service agreements. I call back the next day. When I call back, they tell me to call back the next day again so a tech can talk to me on the phone. And the earliest appointment they could make is a week from today – so all my food in the freezer will be spoiled once again.
—– My advice — DO NOT BUY Sears Service Agreement —–
See what they did to me. http://www.youtube.com/watch?v=WpBJYlTPIsY In 2002, I had 25-year roof shingles and ventilation installed by Sears Home Central in Ottawa. The day following the installation, I contacted Sears expressing my concerns about the location of the Maxi Vent they had installed. The salesman came to see and insisted the ventilation was fine. In the summer of 2009 I noticed the shingles are cooked, curling, breaking and leaking. I get huge ice dams in the winter, causing water to back up and drip inside.
Cause: Their own representative finally came to inspect it in July 09 and told me that the ventilation they installed was done incorrectly, causing excessive heat buildup in the attic, and it is Sears’ responsibility. He also said that they would fix the ventilation and reshingle the roof at no cost to me. Since then, all I get is runaround, excuses, gobbledegook and outright lies from the local Installation Manager in Ottawa and from Customer Service. Be warned. If you need any work done, find another contractor than Sears.
Update— I had the whole job redone at my expense in April 2010. The latest BBB report on Sears at the time.
BBB Rating April 17, 2010
Based on BBB files, this business has a BBB Rating of F on a scale from A+ to F. Reasons for this rating include. 669 complaints filed against business in the last 36 months. 11 complaints filed against business that were not resolved. Failure to respond to one complaint filed against business. One serious complaint filed against business.
I purchased this washer in may of 2007 I had sears out to fix the same problem 6 times they are scheduled to come out and fix it again on the 21st of April for the same problem. I have demanded that sears replace this washer as they cannot fix the issue. It keeps eating my clothes and plugging the pump. The last time the service man was out to fix it he informed me that I should use a laundry bag to keep this from happening again. I have been using this laundry bag since the last time my washer plugged, however it became clogged again after only 6days of use and i was using the laundry bag as requested.
I am not happy with this purchase and I feel that I have been taken avantage of. If this problem is not resovled soon, I will be letting all my friends and family what a rip off this Kenmore appliance is. i will never ever purchase another Kenmore product due to the problems I have had with this particular washer. I am requesting that I receive a new washer withing the next two weeks. I will be contacting the consumer industry with my complaints until I do get this resolved to my satisfaction
Dear Sears Corporation, We ordered a washer and dryer from you almost 3 weeks ago. The sales guy put our delivery off 2 weeks without much reason why, saying it would take that long to get the washer. The day before we were supposed to get them delivered (2 weeks later) the warehouse called us and said we would be getting our dryer in the morning. Confused we asked about the washer was and we were told that they never ordered it. Upon hearing this we went in to Sears the next day to figure it out. Come to find out that they since discontinued that washer, they said that the best that they could do for us was sell us the floor model for 10% off.
I think that this is unacceptable, it was not in perfect condition. It was dirty and scratched up, but we decided to take it because we didn’t think we had any other options, and they promised us that when it was delivered it would look new. They said they would clean it and touch up the scratches with paint. We were excited again to get it, really happy to have figured it out since our washer and dryer had been broken for 2 weeks and we have dirty laundry everywhere. We have been hand washing and laying out to dry the important clothes since we figured it would only be 2 weeks.
So then they called this morning to say they were delivering our washer today…no dryer. Which was very frustrating because our sales guy promised that everything was handled this time. They told me they were going to have to reschedule our delivery. So after sitting on hold and arguing with them they finally got my dryer on that shipment to be delivered today. Then when they got here and the washer is filthy, covered with tape and dust and the scratch they said they would touch up with paint they didn’t…then they were supposed to haul away the old ones, but had no room in their truck so they are now sitting in our driveway…
I am very disappointed in the condition of our washer and the customer service we have received from Sears and annoyed with the fact that on our first home purchase in our adult lives we splurged on a nice set and it looks the way it does and were treated poorly. We are living in an outdated house and in the future will be needing all new appliances, and I just don’t know how we could possibly go to Sears again because of the terrible service we received. I know that a $900 set is not the biggest sale that our salesman could have gotten that day, but he handled it as though we didn’t matter and that we should just be okay with simply adequate service because we were getting a deal on the set.
$900 is a ton of money to us even if it isn’t to him or you. It is a paycheck and a half for our household, so we would expect better from Sears. I am so sad that what I was excited about 2 weeks ago is not making me regret our whole decision…we should have just bought a used set, which is what we would have done had we known that we were going to have to deal with all of this. Aren’t you supposed to be excited about a big new purchase? Especially your first one as a married couple? I am so disappointed with everything; thinking about it brings me to tears.
I ordered a Sears YT 4000 Yard Tractor. Delivery was at the end of the 2-4pm window and that was ok. The delivery person was given a Ford truck which had real bad transmission slipping. My driveway is long and uphill. The half ton Sears truck barely made it with my guidance help and many tries to keep tranny from slipping. The tractor was strapped to the bed of truck and he had two ramps to guide it off bed. There was no way he was going to do this by himself. Both myself and my wife helped him roll it off the truck with substandard ramps. After all that, he found that the keys were missing in packet.
He said he would bring them back to me on his way home after work. The poor guy was in no way able to remove that heavy piece of equipment safely and Sears management should be at fault for the lousy service I received. I’ve bought from Sears for years and has been my preference. My last two sales (Stoneridge in Pleasanto, CA and Jackson CA) were far less than satisfactory. Again, delivery person was fine, but as much a victim to unsatisfactory management as I was. Makes me retthink about future sales at Sears.
On April 11,2011 I had a Sears Maytag washer delivered to my home and one of the men carelessly pushed my washer into the laundry without using the dolly. He put several dents in my washer. The I was told by him that he couldn’t get the hoses to the old washer off/and for me to get the maintenance my at my apt complex to change the hoses. Our maintenance do not change washer hoses in apt. He the hooked up the hot to the cold and the cold to the hot. He did not test to see if the washer was working correcting.
I found this out when I ran a cyslt to get the debree out of the washer tub. I made 3 phone calls to schedule someone to come out and correct the problem. They couldn’t find me in the system neither time. I then had my ex-hysband and sister call Sears to try to schedule someone to come out. Once again I was not found in the system. I am not happy at all with Sears. If I had not given my old washer await, I would have the new reuturned, if I could get a delivery person to ever pick it up.
I will never do business with Sears again, and I’m cancelling the 3 yt service contract I purchased. A very unhappy former Sears customer.
I ordered a mattress in February 2011 from Sears. It did not arrive, when I called they said it must have been lost and they reordered it. It finally arrive in April 2011. However, I was sent two mattresses. The men who delivered the mattress refused to bring it in the house (i am 70 years of age) and the catalog specifically said they would bring it in and place it where I needed it. So they told me they could leave it on my porch or anywhere they wanted. They were not obligated to actually deliver it. Now I have received a bill for two mattresses from Sears (I returned the second one with the drivers). So fed up with this.
I had an appointment scheduled from 7-9am. Someone finally showed up at 11:30 when I was no longer home and he left. Then he came back alone four hours later, even though I had told them that two people were needed to take down and lift back up the stacked dryer. The bottom line was that we had to reschedule for a week later. Then Sears told me on the phone that my appointment was not for 7-9 and that there was no note about two people needed. They wasted many hours of my time and the tech’s time. This has to be the worst communication system I’ve seen. The Sears techs are good but the company is too big and centralized and one person doesn’t communicate with the other. Lots of wasted time and frustration before they do the job.
i made a purchase online for a jump station from sears. got an email stating item arrived at requested store. took off work (overtime $36.00 + an hour) to drive to a store over 38 miles from my job to pick up item desperately needed. after an extended amount of time,i was told i must have misread my email. unsure, i left, went to autozone and purchased similar item because i couldn’t wait any longer. went home, reread my email from sears stating my order was indeed at the sears store i just left. called store and sales attendant stated that indeed my order was there.
really upset i then called a 1-800 # and cancelled my order. supposedly my sears gift card was supposed to be reimbursed within 24-48 hours, still shows no such action. now you have an EXTREMELY PISSED OFF customer that has been loyal to sears for many many years. my last 3 ventures with sears (2 online) have been bad experiances. please give me my money back, don’t lose a dedicated customer and please try to get back to your old dependable ways. disgruntled but still trying to be a faithful customer, Tim Jones
Non-deliverly top of the range Microwave from Sears. I order a top of the range Microwave on 3/20/2011. I schedule installed and delivery to be on $/9/2011 I found out that, I was going to be home on 4/4/2011 until 3:00pm and call on 3/30/2011 to change the date to 4/4/2011. It has to be done by 3:00pm they said they will tell the Sears tech that. Ok got a call from the tech the night before the install this was on 4/3/2011 at 8:45 which was kinda late for for me I was already asleep and He said I will be there between 1:00pm to 3:00pm I said un ok . I was going to see if they show up on time or before 2:00 this time.
The next day he did not show up within his window time so I call back at the number I got the call from and told him who I was and he had no clue who I was he said hold on a minute I could hear him wrestle with the papers . then he said I had you down for 3:00pm I told no you said 1:00pm to 3:00pm than he said we are behind so it going to be after 3:00pm I told him to cancel it because I will not be home. He said ok and that was the end of the call. I call sears installation dept to complain and reschedule it for 4/09/2011 and want it done before 3:00pm She told me she will make a note of it and tell the techs that or if they can’t get there before 3:00pm give them a call back .
At this time I already had it with sears but was willing to give them the chance to come through. Ok its 4/8/2011 at 8:50pm I get a call from the techs they said we have you schedule for 2:00 pm to 6:00pm my Husband told no that not what we agree on the tech was like um we have the papers that said from 2:00pm to 6:00pm so my husband says ok but I am not happy with the window time the tech say good night and hung up. On 4/9/2011 they show up 5:30pm with their tools and didn’t not see a box of a over the top range microwave. Didn’t say nothing just waited to see what the techs were going to do. They go to the kitchen where me and my husband had taken the vent-a-hood down and pull out the stove for them.
They ask where the microwave is? I was like WHAT?!?!? You got to be kidding me. I told my husband it’s your turn to deal with this. He asked them where is the Microwave they said you are supposed to have it. My husband said no it was a delivery and install. They said will our papers said to install no deliver here. My husband said can you find out where it is they said YOU HAVE TO CALL SEARS ABOUT IT. At this point I am really pissed and want to cancel the whole thing. My husband got on the phone try to call the installation dept guess what they are having tech problems their system crash which I find hard to believe because they should had other data center that could pick up the calls
So we got nowhere that evening. Waited the next morning and call the direct line and spoke with a manager of some sort she said they could not do anything until Monday morning4/11/2011 My husband being a computer guy he knows how the system works and told you got two hours to come up with a tech and she said ok give me your number and I will call you back. My husband said you got two hours. She calls back and says she can’t get anyone and they are they are still having system problems my husband said that it cancel the order and give up our money back. She got quiet and barely hear her try to tell us that we are inconvinces them I said what about our inconvinces you cause us.
Told her to send up a confirming e-mail that the order has been cancelled and she want to put up with the cancelation dept My husband said I done talking to people you do its your job to take care of it that was the end of the call. While later on of the day we get a call from tech saying he will be here between 9:00am to 11:00am I was like WHAT?!?!? So my husband calls him back and said who told you to come out here. He says I got a call from my office that you wanted a microwave installed. My Husband said No we cancel the order earlier of the day after all the BS sears cause us.
My diswasher broke (loud noise, smell, hot, no water) on March 31. Called Sears for service on April 1, and they agreed to come out and so we scheduled repair for April 8th (1-5pm). Was called at 1pm on that day all for them to tell me that there was no available technician, reschedule for April 19th. Not even able to talk to a supervisor at Sears. Just gave me a huge run around and no solutions to fix the problem. I am not buying any more sears appliances if I can help it and will tell friends to do the same. I hope Sears gets the message. They are a dishonest and unreliable company, and can’t stay in business working this way.
I purchased a refrigerator on 4/3/2011 with the understanding that 1) it was in stock 2) I would receive a call the night before Friday, April 8th and 3). it would be delivered on Saturday, April 9th. None of this happened. No one called me, so I called Sears and was told that I was not scheduled for delivery. Finally, after numerous calls to the large appliance department at Sears, I was told that the item was no longer available. NO CALL, not even to tell me what had transpired??? If I had not taken the initiative, this situation would not have come to light. This is the way you do business??? The salesclerk at Sears was very helpful.
I don’t blame her. She found a refrigerator similar to the one I originally purchased. I do blame your customer service department, warehouse and your delivery service dept. As it stands now, I have to go to Sears on Saturday, to pick up a new receipt. Hopefully, the refrigerator will be delivered on Sunday, April 10th. Now I understand why Sears’ stock value has decreased. I am telling all my friends about my experience and will urge them to think twice before ordering anything from Sears.
WE bought new frig n stove at sears and the seal broke n the stove window 11 months after we bought it. right around thanksgiving. I had a house full of company, because i live in Florida. I didn’t call to get it fixed till end of holidays, which put me one month over my one year warranty, so they refused to come look at it even though i told them it broke seal before warranty was up. and now turkey grease is between the glass and looks like crap when people walk through my brand new kitchen. shame on you sears. that’s an easy fix and you know that it was faulty. Your stove looks like crap and so do you. never again will any of my three houses carry sears Kenmore or anything else in sears stores.
Fridge no 1 window gets delivered from sears Friday am. 7-1 day off work washer dryer on different truck window. 9-2 fridge arrives 1130 stuffed and forced in my house damage to house and fridge delivery guys don’t care and because I am upset decide to leave without taking away old fridge as per arrangement with sears. fun just begins washer dryer arrive with different company no problem. Sat 930am off to sears to complain new fridge to arrive Thursday eve between 6-10 great sales help from my sales person Tuesday evening the sears insurance guy shows up to access my damage and make arrangements to fix my front door. another 2hours at home waiting but again nice guy and my door will be fixed over a two day period in may when weather is better as door must be removed sanded fixed and repainted.
thurs nite fridge no2 arrives first fridge is taken from my house food again all over counter and it’s 830in the eve unpack fridge no2 and guess what big dent in the front. so in comes fridge no 1 again sears on the phone can’t help and I am s.o.l 10 pm I finally have kitchen back together again. Fri 930 on phone to sears sale rep they have no fridges in wear house so now we start again next sat you must be kidding!!!!
on 9-15-10 i purchased a gas trimmer from sears, paid 74.54 for it got it out of box and could not get it to start, took it back and they replaced it, took the new one home and used it one time. got it out 3-14-11 and it wouldn’t start,come to find out the choke lever was missing, took it back to sears this morning. the one gentleman was very professional, the sears tool dept. mgr. was very nasty, needs a attitude a adjustment, very nasty. he walked away shouting do what ever you want to do. that’s why i’m complaining, he needs to be replaced, i sure wouldn’t have a person like that serving my customers. when i took the first one back i decided to upgrade to the next level, well here i am with a piece of junk from sears, and out 138.44 .
over the years i have purchased thousand of dollars of craftsman tools for my trade, one thing for sure sears you’ll never get another dime out of me or my family.
the store #is01105 9405 w. colony dr. ocoee fl. 34761 thank you
Ever deal with a big corporation that shuttles you from department to department and everyone is really nice, but nothing gets done about your problem and finally after a few weeks and some hours online and/or on the phone you simply get tired and start adding up how much of your time is wasted? I am realizing that Sears is one of those companies (also AT&T but that’s another story). I bought a set of mattresses at Sears in December and my husband and I both tried them out in the store. He was out of town for 6 weeks unexpectedly and when we were finally able to try them at home, they sagged badly, even though they did not sag in the store.
We were waking up really achy! We are average or under-average weight. I called the store several times-no answer. So I emailed customer service and got a nice response and eventually (over several days) they told me someone would contact me. Never happened so I email back and they give me a number to call (this is after a week) and so I call and they want to give me a new mattress and I say, no, I am not willing to try another one like this after this one performs so badly.
I would like store credit. But of course they can’t help and I call the store and they finally answer and say they will call back but no, they don’t ever call back and in the meantime we are sore and achy and trying to figure out what to do– I called today and asked for contact info for the regional manager and they say they don’t have that. So everyone is friendly, but nothing is happening and now I have to buy more mattresses and I’ve just lost almost $800. on these. I will never buy anything at Sears again.
I’m done. Seriously. And though I used to tell folks to shop there for appliances, now I say, don’t do it! Find a place with good customer service. Stay away from Sears!
To Whom This May Concern; 2/15/11. I am writing to you in regards to my fridge from HELL. Four years ago I purchased this appliance with the good faith that it would work for many years and then replace it. I did for some GODLY reason, purchase the five year agreement with the appliance, it has 1 year yet to go. Finally, after all this time of trying to reach someone from the bottom up to hear and believe my wild but true story; I got someone who did.
Of course, I had to carry this problem to the Indiana Attorney Generals office twice, but I think I got the message across and believed. I needed to convay to someone in the law department at SEARS the problem, however, before we could reach an agreement, and i must say very helpful at the time. I think there is a law suit against the company that built the appliance,that was of course over a year ago, that I heard from someone.
Since July of last year, I began having problems with the motor on the unit, running most of the time…The appliance can’t handle out side room temps past 65*. Which in turn caused leakage to come from the unit. I constantly am cleaning up from this! At this time again, I notified the Attorney Generals Office to check on the complaint (July ’10)that I had first notified them this past year about the same problem still occurring. I have not heard from them to this date but the complaint is not canceled.
From that time until now, I have lost FOUR entire units of food AGAIN. I finally called the 800# and made an appointment to have the unit fixed since I had not heard from SEARS or the A.G.O.. I did not complain, because I thought the first settlement would be on its way any time, along with the top of the line replacement as agreed upon. Not true.
Therefore, I am telling you that my current “emergency time” for repairs is within TWO weeks of the last call (Feb) call. Thank GOD the weather is so that I can use the outdoors to keep things I purchase on a daily bases, or I would have at least another claim, making it five complete losses of food. I am claiming such amounts four(4)($250.each)of losses now. I would like those (4)or more claims to reflect the amount on a matching top of the line stove, in steel color, for all my problems that have occurred since the beginning; if not then a check to cover the four losses.
I haven’t ask for much, except what should have covered the losses. I have told the true to date, and hope that you can trust that is what Iam doing now. If not I can supply you a list of the weekly staples that in my top and bottom units are filled with weekly purchases, plus the extras that meet the holiday needs. The four losses have been around a holiday. Currently, the motor works part time, and the seals have pulled half off the doors, and allow fluids to flow under neath when the unit is not cooling. I have ask for the same repairmean to assist this time as well. We have a new store in North Vernon, however, this repairman lives a short visit from us and knows the problems.
Thank you for your help in the past, and finally believing me that I am telling the truth as I am now. I can apply for another complaint, However, I have faith that going this route, we can get the request met with the other settlement sooner and with less problems now.
Bethanne M. Rigney firstname.lastname@example.org
on Sunday February 13th I drove 10 miles to go into the sears appliance division to report that my Kenmore drier which I bought in June 2010 was not blowing hot air. I was given a number to call for warranty, when actually I feel the call should have been made from the store, however since there wasn’t any commission from a sale I was not given any assistance. On Monday I called sears by phone and scheduled an appointment from Tuesday February 15th 1:00PM until 5:00 pm. Around 2:15 I called sears because I had not heard from anyone from their office.
I was then told my appointment was scheduled for Thursday the 17th. This is clearly an operator error, unfortunately my husband took the day off work and it has cost us 100.00. this is a huge economic burden for us. We are very dissatisfied with sears lack of care in scheduling our appointment.
I purchased a mattress and box-spring set from the Sears store. At the time of the purchase I was assured by the salesman that he would initiate the rebate process for the shipping of my mattress/box spring and I should receive it in about 30 days. He even went so far as to ask if I preferred the rebate as a Pre-paid Master Card or a Sears Gift card, I chose the Master Card. This is now February and nothing has been received. I have contacted Sears repeatedly. I was told that I had waited to long to submit, I explained that I had been promised by the salesman that he would handle it. Apparently this means nothing to them.
My satisfaction with the contractor AE technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them. They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldn’t go in. I couldn’t even run errands.
Bought a element 40inch lcd tv at sears 1 year and a week and a half ago. Called sears to come and fix it and he said the parts were unavailable. What a joke.
Complaint against Sears Cote Vertu. Subject: Humidifier Console 45.4L (defected item). We took delivery of this box on Thursday, January 20, 2011. We tried to follow the instructions, we found several defects that could cause electric and other harm. For example an electric button that shows green light when appliance is full. This button does not work and the result water flooded all over the floor and carpets. We decided not to use it and returned it to Sears after less that 24 hours.
We have been steady Sears clients for more than 30 years and we always had satisfaction whenever we purchased any thing. We were confident that we would have no problem to return the humidifier and receive an apology. On the contrary and for the first time we were denied return unless we pay a penalty 20% of the price. We were forced to pay $45.00 for a defective item that we returned in less than 24 hours. Is it possible that Sears changes to such low level. I cannot believe this.
I am upset with sears and the women apparel dept. I shop your Matteson store on Sunday Jan,23,2011. I wanted to purchase a ladies cream color turtleneck top. I found the top and it was priced $10.99; yet there were several other tops; the same brand, just a different color and the ranged in price from $7.99-$9.99 which I thought was pretty confusing. I ask to talk to the manager and the salesperson called the manager and at first the manager did not come to the counter, but simply gave the salesperson instructions over the phone.
So I ask to speak to the manager again and finally Corrine approached the counter only to tell me that was the store policy and because they were different colors; they were priced differently.I can see why Sears is struggling in the retail arena, because this is really a dumb policy to mark them down by color. If you go to Wal-mart; what ever is marked down; it is simply on sale; all the reds are not one color and all the blacks another color.
An American Home Shield contractor, Sears/AE Tech, installed ill-fitting universal parts which devalues my appliance and my property. AHS does not stand behind the shoddy repair job and their escalated rep accused me of “just wanting to get a new appliance.” My response, “isn’t that fair if you can’t get properly fitting parts? And, isn’t that what I’ve been paying you for?” American Home Shield wants to get out of paying any claims. And Sears keeps closing out the repair order, requiring them to come out multiple times. BTW, Sears people give you attitude. Do not get American Home Shield insurance!!!
Purchased washer and dryer and specifically told the salesman at Sears that we use propane gas. He said don’t worry the dryer WILL come with an LP conversion kit. Well it didn’t. When I called Sears Customer Service they said I will have to purchase a kit from Sears Parts Dept. $34.00 dollars later my husband and I called Maytag and Sears to get a professional to install the kit as the instructions stated. After 20 calls, we couldn’t get a professional. I called Sears where purchased and the manager told me he would reimburse me $20.50 for the conversion kit.
Big Deal when we were assured that we would receive one with the purchase of the dryer. Upon calling Maytag, we received different answers one – use the old kit off the old dryer. 2 – don’t use the old one it could leak. Sears told us to call our LP supplier. That doesn’t work. Here we sit with a washer to wash and a dryer that doesn’t work. Where do we go from here?
I have been a customer of Sears for over 30 years. Having bought numerous appliances over the years. I always purchase the extended warranty on the clothes washer as they seem to need repairs. I called for repair service and was told the serviceman would be here. Tonight I received a call informing me that the technician was overbooked and could not be here. This is not acceptable with me and I will not purchase another appliance from Sears. I will also inform anyone that will listen that Sears is not the company it once was. Customer Satisfaction guaranteed…NOT.
My Sears electric blanket smoldered and burnt me, the blankets and the mattress. We contacted Sears in our town and they said they couldn’t do anything about it because we didn’t have the receipt. How would it matter if I paid with a credit card and I can verify it was bought at that Sears location? The electric blanket is faulty and burned me and I at least want to make sure that other people are not hurt or injured by this product! Nobody at Sears will listen to me in their customer service department even though I don’t really care to complain at this point! What happened to caring??
I am still shaking from the incident I just had with this Sears lawnmower. Smoke started billowing out of it…and then it caught fire!!! I had to run for my life because I thought it was about to explode. I raced fast to the front steps found a heavy mat threw it over the mower. I called Sears, naturally (since it’s under warranty) and they wanted me to put the burning lawnmower in the back of my car bring it to them…I’m not making this up!!! I purchased this mower at the end of the season last year, so I’ve only used it this season …and not all that much since we had very little rain here this summer. Come on Sears stand behind your products!!!!
Totally upset with Sears. Ordered and paid for my dishwasher on 11/5/10. Was told it would be delivered 11/22…..no way! Received at least 20 calls from different departments to verify my delivery address….schedule delivery….cancel delivery! There were 5 different dates given to me. What a joke. Did not get it until 12/8/2010 and even that date needed an argument with the rep. Sears did not want to deliver as the hose kit was not in yet. Are you serious??? The salesman had it in his hand at the store on 11/5!!!!!! Now I am wondering where I go to get my delivery fee refunded???? Another call to the store manager I guess. Sears sure make you work for you POINTS!
My complaint is “condensation in between the glass on the top oven door” on the brand new Kenmore Elite Electric Built-in Double Oven that is 7 months old. I noticed the condensation on the top oven door around November 2010. The oven was purchased on 04/26/10. This is enough condensation that the water will drip down creating water streaks in between the glass and viewing cooking is hindered. I ended up having to ask the technician to leave my home and was very upset. I then went to the store I purchased the oven and talked with the manager, who also could not believe that Sears would not stand behind this product either. This is a defect in this oven door and Sears should fix it, replace it and resolve with no questions asked.
I waited 3 weeks, put in at least 8 phone calls, spoke to a dozen different “associates” – and was hung up on, cut off, ignored, argued with and lied to. Not one person I spoke to at Sears ever attempted to find a solution to the problem, they only wanted was to get rid of me by passing me on to the next incompetent associate. I’ve never been a fan of Sears – their customer service is legendary (a legendary JOKE, that is!) but this incident has sealed the deal. I will NEVER buy so much as a pencil from Sears again, and I will be sharing this experience with all my friends, colleagues, family and the world via Facebook. I propose a new motto for Sears…”It’s really not our problem.”
I purchased a dishwasher and hot water heater to be installed- I payed top dollar at Sears. They contract all installs- the hot water installer called and said that Sears had left out a part and it would cost an additional 179.00 dollars-he said it happens all the time- I canceled the order w/ Sears The dishwasher installer- WHY would they separate the orders??? I was told the only way I could have my account credited was to go back to the store. Are you kidding me sears? I will not go back, and I will NEVER buy another thing from Sears.
I have a LG Kenmore Refrigerator and it has had nothing but problems! I have to keep the setting for the refrigerator and freezer far below the normal specified temperature. My freezer does nothing but leak water everywhere and build a couple of inches of ice on the bottom making it hard to close the freezer door! Not only do I have problem with the sears appliance refrigerator but as well as their LG Kenmore washer and dryer! Sears products suck and I will not purchase another appliance from them again, nor any LG made products!
Purchased a refrigerator from Sears Great Indoors. Supposed to get a cash refund of delivery charges by sending in form which had to be sent within 30 days. I mailed the form in then called Sears to see why my rebate had not arrived. I was told to re-mail it. Never received a response. Called again and was told it wasn’t received in time and I would not be reimbursed. I completed my state rebate form same day and received it promptly with no problems. Why does Sears not want to do the right thing?
I purchased a sears dish washer brand new at the sears store, then had the wonderful privilege to order parts over $300 dollars. It was not used that much just the two of us in the household. I think a dish washer should last more than two years, and I definitely think that the warranty should cover things like this, sad to me how the quality of products in America continues to spiral downward as more emphasis is placed on profits and bottom lines than providing a quality product. Don’t buy a dish washer, Kenmore or otherwise from the sears store, trust me on this.
Very poor service on warranty repair at Sears. After this and another bad experience with a different Sears appliance (refrigerator), we will not be buying any more appliances or extended warranties from Sears. Bought a vacuum cleaner from Sears store 3 years ago. Also bought 5-year extended warranty at same time. At that time, there was a local Sears service center. Last month, on October 12, we took this vacuum to local service center, which had closed, permanently. Support your local independent appliance dealers and repair shops, where they still exist. We’re both over 60 and can tell you from experience, we’ve had much better service from our small locals than from Sears. Sears doesn’t care about you or me, as long as we keep buying from them.
We bought a fridge from Sears last week, on sale for a great price. Our salesperson asked if we wanted delivery and haul off, and we told her that it wasn’t necessary because we had driven a pickup truck specifically for the purpose of handling that ourselves. When she explained that we would be issued a gift card rebate for the full amount of delivery and haul off, in effect making it free. So we agreed to it and got the delivery. Well it’s now almost two months later and still no rebate check. We have asked and asked many times but still nothing from Sears customer service. Finally we were told that our purchase didn’t qualify because the amount we spent was too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges.
I scheduled a Preventative Maintenance on my Kenmore Refrigerator one week early. My husband stayed home from work to meet the service technician. No one showed up, so at 6:30 pm we called to find out that “we were overbooked today so you will have to reschedule.” They did not call us, we had to call them. Then they had the audacity to tell me I had to wait another week to schedule another service day. I told them that I could go online and schedule next day service. I always felt Sears had quality appliances and good service. NO MORE!
Probably never get read, but, I can’t believe the optical dept at Sears continues to exist.
Bought glasses 14 months ago and unlike any optical house only give a 1 year guarantee unless I purchased an extended guarantee. I was not informed of this at the time. Not only that but the frame broke, the scratches appeared, and the glare coating came off. This for $369.00 glasses. I’m told by the Sears optical dept this is my carelessness and no warranty would apply regardless.
Glad I canceled my Sears card because I will never shop there again. What a scam!
Tried to order a replacement power washer hose for a unit that is less than two years old according to date on the decal on the sprayer. Thisbhose is "obsolete" now. Sears parts people swore they had the right hose, lady taking order, so they shipped it. Turned out to be the wrong hose. Now "I" have to waste my Damn time going to ups and send back to get my money. No other recourse apparently. The lady taking my order must get paid by the parts she moves. So, I got on line and found the correct hose ate parts.com in Utah. They had some in inventory. I guess, with Sears having trouble I will just quit buying from them. Went the same BS trying to get an axle seal kit for my Sears riding lawn mower. Took them three attempts before they finally sent the right part after me giving the the part kit number. That's why I think their people get paid by the parts orders they fill. Any way, I done with Sears and craftsman.
I ordered a portable air conditioner on line from Sears.. The unit was the wrong size for my needs. Took unit back to local sears store, and was told ,it was not their item and they would not take it back. They said it was a third party order. The third party company wants me to pay to ship it back and pay a huge re-stocking fee. All of which adds up to more than a hundred dollars. I bought this unit from Sears, because I thought I could trust their name. The third party company was not helpful at all.( Living Direct). I am a very disappointed Sears customer, Help.
Refrigerator went out in the evening of 3/17, call early on 3/18 for repaid. Technician came out on that day but would not look at the refrigerator because we had unplugged it. When on the phone with my husband I could hear the technician yelling in the background. Called again late 3/18 and got appt for 3/19. Technician came out, diagnosed the problem and said he would order part. The part apparently was not ordered right away because was not prepared for shipment until 3/23 at 9:56 PM, was not picked up by UPS until 3/25 !:00 AM. for delivery 3/26. Was involved in an accident at 4:00 AM which delayed delivery to 3/27 and was received too late for appt on 3/27. Now cant get confirmed appt until Thursday, April 2. which be over 2 wks without refrigerator. Seems due to the circumstances that our appt could be prioritized but I guess not. Have never had this issue with Sears in the past . It has become very frustrating and stressful plus the inconvenience and expense of having to keep 3 ice chests full of ice daily. I have been in customer service for 50 years and know that there is always a way to take care of the customer if you card.
Tried calling your Manitowoc Wi. store on 03/28/2015 numerous times during store hours and nobody picked up the phone.
2/24/15 refrigerator started to leak from the front. Service man came and said it was the drip pan and ordered one mean while he shut off ice maker. After 2 weeks the drip pan came and another service man came saying it was not the drip pan but a valve. Her replaced the valve on 3/5/15 and the minute he left it started to leak again. I called service and issued a complaint on 3/6/15 made another service for 3/19/15 Service man called and said he could not come make another appointment. Service man came on 3/24/15 with his hands in his pockets no tools. Hr refused to move the refrigerator unless I signed some kind of release form. Which I AGREED UNDER DERESS. He comes with a blank piece of paper and wants me to signed it. I said to him you think I'm STUPID. He ran out of the house. I called sears complaints while on the phone he comes returns with the same paper but filled in with damages to my floor or cabinets. At this point he started to go to work. He wasted forty-five minutes creating havoc instead of working. Refrigerator is working after replaced another valve. Please I contracts for all appliances with Sears, please do not send this man back in my house.
My first visit to sears rancho was on 01/25/15 for alignment. I paid for one year alignment, till now I visited the auto center 2 times and the problem still the same without any solution, tomorrow I have to visit the auto center again for alignment check because my car still pulling to right .I hope that tomorrow will be my last visit.
Have yet to receive my refund of $55.00. This is money owed to me, over charge. This company is a ripoff.From the CEO down to the customer service .
Have yet to receive the amount ($55.00) to my debit card ending in 0912.For being charge for scottich guard protection Your customer Service department has been notified. By a customer service agent (Rhonda Harris). I would like to have my money now. No more games.
After contacting Sears helpline (on 3 occasions) requesting guidance/assistance on how to purge the air from the water system connecting the factory installed icemaker in our new Kenmore refrigerator/freezer it was determined that Sears would need to dispatch a technician to resolve the issue. The first appointment was scheduled to occur on 3/14/15 between 8:00 AM and 5:00 PM. After waiting around for 8 hours I contacted the helpline only to be informed that the technician may not be able to make it before 5:00 PM at which point I canceled the appointment and indicated I would need to reschedule. On Monday 3/16/15 I called to reschedule a service appointment specifically requesting a morning service call so as to minimize the impact it would have on my work schedule.
I was assured by the helpline technician that a morning appointment had been requested and that service would occur between the hours of 8:00 AM and 12:00 PM. At 11:30 AM I called the helpline to check the status only to be informed that the technician got a late start and my not be able to arrive before 4:00 PM. This is some of the worst customer service I have ever had the displeasure of enduring. Not only did I waste an entire Saturday waiting for a technician who did not have the decency to even call to inform me they would not be arriving within the 9 hour time slot, but now after taking off work to specifically be here to meet the technician today (3/17/16), I am again being informed by the helpline that my second appointment will likely not occur within a timely manner (if at all) again today. I sincerely hope that Sears management looks into the poor customer service being granted to their customers living in the 15542 zip code.
I ordered a circuit board for my Kenmore refrigerator. Sears took my money and promised delivery. On delivery date I called because I didn't have the part. I was told my order was cancelled and the only way I could Et the part was to have a Sears come to my home to do the service. They refused to sell me the part.
Appointment was set to repair my washer. The appointment date was set for 3/14/15 with a window from 3pm-6pm. At 6:03 pm, I called Sears customer service because the technician had not yet arrived. I was told not to worry as the tech ran late on a prior appointment. At 6:56pm, I called Sears customer service again as the tech still had not arrived. I was yet again told that the tech would be arriving soon and a call would be placed to the tech to call me to provide a status. At 7:47pm. I called Sears yet again to check and was surprisingly informed that the technician took it upon himself to RESCHEDULE my appointment without so much as a courtesy call to me. After being on the phone with Sears for over an hour, the only constellation given was an "apology" and and offer to keep the appt set by tech. This was my 1st experience with Sears..horrible is putting it mildly.
This grill -Kenmore Gas Fired Grill. Model# 148.16154211l was purchased New June 2013 at Sears--KCMO. I paid almost $500.00 for the grill. We pulled out to use this past week and the metal under the burners, above the propane tank rusted, fell spart. This is a large peice of metal goes the length of the grill. The outside of the grill and other parts are all fine. The drip pan is fine, but the sheet of metal that protects and sits under the burner rusted. It is breaking into a million rusted pieces. I can't even move it without pirces falling wverywhere. I can't use my grill for fear of the propane tank exploidiing. There is no reason why a grill that is only 2 years old would rust like this and only 1 part of the entire grill. I called Sears was told to call toll free # 1-800-469-4663. They told me I would have to pay for any repairs and or service call. This is a manafuture defect. The rest of the grill is OK and not sure if the part can even be ordered. If so at what cost to me.? I paid a large sum of money for a grill I can't use and just proves things made in China are sub standard. I have always had confidence in Sears and no problems before. This time it is provong very difficult. I want my grill repaid at no charge or replaced at no charge.
We have 4 Sears appliances; washer, dryer, stove and refrigirator and have a warranty policy on all 4. We called Sears for service on the washer about 2 months ago as the machine was making noise. We had to wait 2 weeks for the repair technician to come out. He lubricated something, said all was fixed and left. 2-1/2 weeks later the washer died. We called Sears service and was told the first available repair appointment was in 2 weeks so we waited. Sears sent a coupling in the mail during that 2 weeks.
When the technician got to us and checked the washer he found that he would need 4 additional parts, Motor, transmission, tube and something else and that he didn't have the parts and would have to order them and that would take about 2 more weeks. After a week and a half Sears called to see if the parts had arrived. We told them that only one had. Sears then checked there computer system and said the parts would arrive in 3 days. I asked to set up a repair appointment for the day after the parts were scheduled to arrive but was told the first available service appointment would be another 10 days down the road.
By the time the repairs will have been made 5 weeks will have elasped. I told the Sears service operator that with what all the parts and labor was costing it would be cheaper for Sears to have just given us a new washer and we could get the new machine in 2 days. She didn't respond. We will never buy appliances from Sears again. We have since found out from an ex-Sears service technician that Sears now subcontracts out all its service work. He said the service trucks don't say Sears any more and the technicians shirts don't say Sears any more. 2/20/2012
I am so upset and disappointed, first I was told my Craftsman Snow Thrower couldn't be attached to my Craftsman Riding Mower after talking to 8 different operators, just to be told I would have to buy the newer model. Then I told them I had some problems w/ my mover and made an appointment for 4 days later. Then you guys cancelled my appointment. I needed this done ASAP. So I then contacted my local lawn mower service, and was told that the snow thrower could be attached. So I had him install the attachment and in the process he noticed more wrong with the mower and it needed to be fixed so I had him do it and now SEARS won't cover it! This is not fair, you said it couldn't be done and cancelled on me and when I called back to reshcedual I had to speak to 5 different operators and was put on hold for 17 minutes just to be hung up on. This is a bunch of bull.
To whom it may concern: I went and took family pictures at the Brookdale Sears and is not impress with the service. I had a bad experience with my first family portrait 4 years ago, but decided to give it another shot since it's been so long and maybe the management has changes. My 2nd experience has not been pleasant either. After my portrait shoot, I specifically told them to call me for pick-up when all my prints are in. I received a call 2 weeks later telling me it's in. I proceed to go pick it up only to find out my 20x20 isn't in. I didn't make a big deal about it. I told them to call me when my 20x20 collage gets in and they told me ok. I waited another 2 weeks and haven't heard anything. I called the studio only to find out they don't have a record of it and they'll order it. After a month and a half waiting, I finally received my 20x20 collage with no frame, which I purchased with frame. I was told I didn't order it with a frame, but I have the receipt to prove it. They told me they'll order the frame and 2 months later, I still haven't receive my frame. I was a loyal customer, but now, I will never shop there again and will let friends and family know of their poor service.
A waste of my time!!!
We ordered a treadmill from Sears and it was delivered yesterday, 4/11/13. We never received a phone call the night before to inform us of the two hour delivery window like we were told we should expect. We called the next morning to confirm delivery and it took 15 minutes for the service representitive to even find our delivery confirmation on the computer and they told us the window would be 12-2. However, at 10:30, I receive a phone call from delivery saying they will be there within the hour, which was great. However, they don't show up until after 2:00..... very upsetting as my husband ended up having to stay home from work for this. In addition, today 4/12/13, as we were leaving for work, we notice that the delivery team had left the whole treadmill box and garbage (box being over 6 ft long and 3 f t wide) hidden on the side of our house out of view. As it had been raining all the previous day, the box is now soaked and too heavy to move. We are very disgusted that the delivery team a. ) did not dispose of the garbage like Sears said they would. and b.) did not even inform us they were leaving it and c. ) hid the trash out of view on the side of our house!!! This is ridiculous and I guess a little consideration on their part is too much to ask.
On October 28th, 2011, I made a layaway purchase at Sears.com. I subsequently made paid extra on my bi-weekly payments so I could receive my merchandise early as oppose to waiting until December 23rd to make my final payment and receive my merchandise as this was far to close to Christmas and I didn't want any disappointment for my 9 year old daughter and my 10 year old son if for some unknown reason something went wrong and I couldn't get my merchandise to have under the Christmas tree on Christmas morning. I don't know why I had this feeling, however I did. So on December 8, 2011 I made my final payment.
I made the payment on this day because my wife and I had decided we were going to finish our Christmas shopping the weekend of the 9th and 10th and we wanted to be able to pick up our merchandise at this time. After making the payment I checked my bank online as I always do to ensure they have something showing a pending transaction. I saw the pending transaction so I thought nothing more of the purchase and prepared myself to pick up the merchandise the next day. This was all set up because the place I had to go to pick up my merchandise was not the closest Sears to my house because they did not have the merchandise at that store.
So on December 9, 2011, my wife and I ventured out to do our shopping after dropping my kids off at their Grandmother's house. My wife and I got to the Sears store at around 8pm. Now granted the store closes at 9pm but I assumed we would be in and out within a few minutes so I was not worried about the time. I went into the store and went to the merchandise pickup section and entered my information into the system so I could have it brought out from the layaway area. The system told me my merchandise was not available because there was still a balance due.
The system told me to see an associate to make the final payment. I immediately went to find a store manager. After briefly speaking to the store manager I realized I was in big trouble. He told me because the original purchase was made online, I would have to speak to Sears.com. He was very polite about it and even gave me the number. While standing in the store I called Sears.com. After speaking with the customer service representative for several minutes, the CSR asked to speak with the store manager. I put the store manager on the phone and proceeded to wait. Finally without resolution my phone went dead at 9pm.
The store manager said they were closing but we could call back, however we would get put back in line on the phone and we would be waiting for a while. With it already being 9pm, my wife and I decided to leave and get started on a solution first thing in the morning. the next morning I made the phone call to Sears.com. They were extremely rude and very unhelpful. I was told by more than one CSR there was nothing they could do except send an email, open a ticket and get back with me within 72 hours. Let me not forget to tell you how many times they said they were sorry.
I told them telling me sorry that many times was not getting my merchandise to me any faster. After several hours and phone calls to Sears.com and to the Sears store where my merchandise was, I was finally told I my payment had been processed and I could pick it up at the store. I made contact with the store and they told me they still could not release my merchandise. I finally got someone at Sears.com to tell me they had my money, however they had not applied it to my layaway account and that it would be applied within 72 hours and I could pick it up after that. This in my mind was unacceptable because they had my money I wanted my merchandise. At this point I called my bank to see if they could help.
Upon contacting my bank they told me due to the status of the transaction it was out of their hands, but I could go to the store, make the purchase, and contest the payment and get my merchandise. With this being a Saturday and not being able to wait till Monday to make any contact with Sears Corporate office, this is what I decided to do. Now Monday December 12, 2011 comes around, and I make my phone call to Sears.com. However, this time I asked directly for the number to their corporate office. I got the number and called them. Upon speaking with an Executive Account Manager, I was given a run around again.
I got every excuse under the sun, from our system is down, to we are working on your solution, however it is going to take us 24 to 72 hours and we will email you. I told them I did not want an email, I wanted to be called. In my opinion an email is impersonal and they are dealing with my money so I wanted to be updated personally with a phone call. They refused to update me with a phone call. At this point I was upset and asked to speak with a supervisor. I was told they were the top and they had no supervisor. After the run around I finally gave up and hung up.
I ended up calling back and speaking with a different "Blue Ribbon Service Case Manager" I was able to get an address and a name for the CEO of Sears, but was still told that any correspondence would come to them first. That should not be the case, because the CEO should want to know how his customers are being treated. I am still working on a resolution for this issue but wanted everyone to know not to use Sears to purchase anything. I hope if enough people see this, sears will either step up and assist customers better or they will go out of business due to their poor customer service.
I bought a washer and dryer, after waiting the 2 weeks for delivery I was given a time for delivery and then they called and gave another time for delivery, and then they called and told my Son they would have to reschedule for the next day! I called the 800 number for delivery and those people are outsourced! They're not even in this country and they tried telling me that it was already delivered!I tried to speak to a supervisor and no one would connect me to one so I called the Sears store where I bought it and they gave me the same worthless 800 number.
I use to buy everything from sears, from tools , appliances, clothes, Â just everything. Here in the last few years your service to the public has went down the tubes. I went out to your bluefield store to buy a portable air compressor, the one i wanted wasnt in the store but they had a set with compressor and air tools, they told me i could order it and it would be in in 2 days. I told them that i needed it sooner and that i would buy the one they had and they could replace it when the other one came in.
I have had a problem with my Sears washer from the getgo. It never has worked properly, sometimes taking as many as 4 hours to get a single load done. Have had several parts replaced,had the waranty extended,yet it still is bad....something smelled like it was burning. Now it won't spin or drain. Magtag refuses to do anything but a service call. I've tried to say I just have a lemon! How does one get some response from them? Do they not stand behind their products? My last machine lasted 25 years with only a couple service calls...I don't abuse my appliances. Will I get any response from Sears? I bet not!!!!
T hey told me no! So i went to lowes, you bet they took care of me. Now i dont even shop at sears any more, i shop where i am appreciated. I told the salesman I purchased the set from to call them and find out way I have to take more time off work to wait for another delivery! The salesman called back and told me the washer and dryer was already delivered!!!! It's no wonder Sears is going under I know they've lost my business!!
I called Sears Repair on Monday to service my Sears Washer and Dryer. The first appointment was on Thursday and they gave me a four hour window for the appointment. When I explained that I work and cannot sit home for four hours waiting for a repair person, they offered to have someone call 15-20 minutes prior to arrival. On Thursday, a representative called and stated that the repair person was at my home and no one was answering the door. When I explained the situation and asked that they wait 15 minutes for me to get home, she said they could not do that. She then offered an appointment for the following Wednesday. That would leave me without a washer/dryer for 10 days.
When I explained that she seemed completely apathetic. I then asked why the driver did not call before his arrival. She said that he did and he left a message on my cell phone. I explained that my cell had been with me all day, no one had called and no one had left a message. I told her that I could fax her my call records for the day to show that the repair person had not called and was being dishonest with her, and once again she seemed to be completely apathetic. I asked several times to speak to her manager, and finally was told that the manager will call me back. I am still waiting for that call.
I have been a somewhat regular Sear's Shopper for a good part of the Last 30 year's and I have NEVER seen such poor Managment Skill's demonstrated in my life. When you walk into the Store on Rice and University in St Paul, Mn. you are immediately drawn into an atmosphere of Repression from the Employee's, as you go from Dept to Dept you can actually witness Manager's talking down to the Staff and berating them in front of co-worker's and Shopper's. Now I understand in this Economy that Retailers are struggling with lagging sale's, but to take that out on Emploee's is inexecusable. I have inquired of some of the Employee's of their treatment and they are very hesitant to comment for fear of actual retaliation from their Superior's, from what I have seen most of the Employee's are of Minority Status and are younger. I did make some inquiries as to the name's of some of the most guilty Task Master's..... Store Manager is Dan Kaufman and it trickle's down from there to a young man named Mike to another named Lisa (Dept Mgrs?) they brood about the store snarling at Customer's and Staff alike. What I would like to know is what kind of education for training these Individual's have gone through and I would also like to know, when did Sear's start working against it's Employee's and the Communities where they are. Shame on Sear's for changing from an Establishment of Respect in the Community to one of pure dread to enter.
I purchased a (Craftsman) riding lawn mower and was having problems with it and needed a snowthrower attachment attached to my rider. First I was told that the attachment I had would not work, on that phone conversation I talked to 8 different operators just for them to tell me I had to buy the newer attachment and the one I had wouldn't work at all. As far as the lawnmower I had some issues w/ it and made an appointment, which was 4 days out after our conversation. Then you canceled I needed the work done asap and the attachment put on. My local lawnmower service had to pick it up and bring it to there shop, they told me the attachment would fit and I need work done to the riding mower. The carburator and air filter needed to be torn apart and cleaned. Which should be covered under my warranty but you wont take care of it because I took it elsewhere. I would have let you guys do it but you cancelled and told me you couldn't attach the snowthrower. I believe this is not right. Please contact me. James Brasseur
We were supposed to get a delivery of our washer and dryer on feb 25th between 3-5pm. This item was bought on jan 12th. We waited for our delivery till 6pm. We called them several times after that with 30 to 1 hour intervals. The delivery department kept telling us to wait for it. After 9:30 i was sure they arent gonna deliver it today. But they never had the decency to call to let us know if they will be late or that they wont be able to deliver.
Finally they tell us they will now deliver it march 1st! Which is ridiculous! We also got hung up on twice! We were so angry! I asked to be compensated, they only offered a $25 dollar gift card! No thanks! You can keep your stupid $25!! I called again the next morning to see if they could deliver it sooner. Instead now they said they will deliver it march 2nd! Enough is enough! They obviously dont know what they were talking about!
At one point they even said, they dont have our product available and one person also said that they already delivered it to us! We wanted to cancel our order which was another insane production! We had to call twice! Hopefully they cancelled our order and HOPEFULLY we will get our refund!! I dont trust sears at all!! The service is awful! Extremely unprofessional!!!
The delivery departmenr is horrible! We are never buying anything from sears ever again!! We went to best buy to buy our washer amd dryer. It sucks that sears wasted our time with this! We bought this item more than a month ago! They had enough time to get their shit together and deliver our product! Obviously it was too much for them to handle! Never again! And we will make sure that everyone we know knows about our horrid experience from sears so they dont waste their time and money on sears either!
Sears wanted to be like Amazon, however they are falling short. Recently placed an order online when in the store to one of the market vendors on their web site. They have not delivered, Sears do not have their company information and Sears do not want to give me my money back even though I placed the order on their web site. Sears has a lot to learn in customer service when it comes to web based business. I will still continue the fight to get my money back but no one is like amazon out there... I am going to stick to amazon forget about Sears.
I ordered a new washing machine (mine went kaput) on and was confirmed for next-day delivery. No call, no email, no delivery. I called and was told there was a delay in the warehouse and it would absolutely be delivered on (today). This morning at 9:00 AM we received a call that the washer would be delivered between 12-2:00 PM. Again, no call, no email, no delivery. I am on the phone right now being told that there is no inventory in the warehouse at all and the next available delivery date will "possibly" be this Saturday. Unbelievable!
And now I've been on hold waiting for a supervisor for over 15 minutes. On their website under Customer Service they actually have the nerve to say "Sears is dedicated to providing our customers with a superior level of service." That is a joke!!
So, I just purchased a washer from Sears. They installed it and one month later, it started leaking. I called to schedule an appointment. After being transferred numerous times, I finally did the live chat. I then found out it would be 2 weeks to get an appointment. I asked to speak with a supervisor and after waiting 20 minutes online, was finally told there was no supervisor. I was then told 10 minutes later that the supervisor was in a meeting and wouldn't be available and that I should call to speak with someone.
I then called, and was then told that there were 4 other callers waiting to speak with a supervisor. While waiting, the regular agent, then told me that I would have to pay $75 to schedule the appointment that is 2 weeks out. I just bought the thing, Sears installed it, why do I have to pay? This is ridiculous! It has now been 35 more minutes on hold and I am still waiting for the supervisor.
Ok, so I got the supervisor. Who, of course tells me the same script as everyone else. She stated her name was "George" and that she can't give me a last name. Of course, I am stuck with an appointment 2 weeks out. And, she didn't understand why waiting for 2 weeks for an appointment is an issue.
In June of 2008 my husband and I purchased a Kenmore Microwave Hood Combination. We also purchased a stove, refrigerator and a dishwasher at the Sears store. In the past we have had exceptional use from Sears appliances. First, the stainless steel trim fell off my microwave in the first month of purchase and would not stay attached.
Then, on Dec. 29 my microwave died with a routine warming of food! It was only 3 1/2 years old! The quality of this unit was devastating and disappointing. It would cost $269. for a serviceman from Sears to "fix" it, but if he was not able to we would have to pay him and on top of that purchase a new microwave! We are deeply disappointed in the quality performance and longevity of this unit, and are further disappointed in Sears Service response to this problem.
Sears sucks! I am never purchasing an appliance from them again!
In September of 2010 I purchased four tires from a Sears Auto Center. The installation went fine and the service was great (at least I thought so at the time). Fast forward to January 2012...I have now had the tires on my Lexus IS250 for 15 months. I drive in to a Sears Auto Center in Chicago to have a flat repaired. The technician reviews the information they have for my car in their system and proceeds to tell me that the Auto Center that innitally installed these tires put the wrong size tires on my car.
He proceeds to tell me that I have to replace them immediatly because it may cause damage to the car and may even be unsafe to drive. The sales associate tells me that they will replace the tires at a minimal cost to me since it was their mistake. This story changes and I am then told that I need to "drive back to Indiana" to have this issue resolved. Concerned that I am driving an unsafe car due to the wrong size tires being installed I tell tehm to replace the tires with the correct size thinking that I will simply call their corporate office for resollution. Simple enough, right??? Wrong.
After four weeks of being put through a ridiculously complicated complaint process I am stuck with a $600 bill for replacing tires due to their error. I had been a Sears customer for nearly 20 years. This rellationship is now over. It's no wonder why this company has been performing as badly as it has been.
Of course our dehumidifier was on the recall list, sent the plug in and all information required, expecting to be reimbursed in full for their faulty product. WRONG. Seventyfive bucks and a twentyfive dollar discount coupon. RIPPOFF. No where in the information on recall was the amount of recall we would recieve. NOWHERE. Due to our basement being somewhat damp, we had to purchase a new unit pronto, and decided not to buy another Sears product to handle our task. Whoopie, a 75 dollar check toward a 300 dollar new unit. Payment in full should be expected from such a company.
To whom it may concern: My parents had Sears do the roof on their home on 1 April, 1999. My father is deceased now and my mother is 87. Her roof is leaking and I can not find the papers on it. When I called to get a copy from you I was told no..That the only thing you had was the date if installation and that was all a case worker was assigned and after 9 days of trying to get her to call me she called on Friday 12 October, 2012 and said they only had a notation on the account that said the warranty was for 10 years..Now when I called the first time I was told nothing was on the account. I was also told you had nothing signed by my parents (Katherine and M.R. Hayes 2724 Kenwood Ave. Fort Wayne, IN 46805). I find it hard to believe that a roof costing thousands of dollars was only good for 10 years. This is not the first time we have had to have you come out and fix it. I have not yet contacted our building commissioner as of this date. Nor have I called our insurance company. I would like to get this problem settled. Please call me at 260-710-1146 (cell) to speak to me. thank you for your time ..Kelly Hayes-Brotherton.
I ordered a BBQ gas grill from Sears online and had it shipped to my local Sears store. The final order page said that it would be available for pickup in 12-14 days, pending email confirmation. I never received an email nor did I hear a word from Sears. However, I received my credit card statement and was charged for the item.
So I contacted the local Sears store and had no idea what happened to it. Then I called Sears 800 number where I was told that the item was "ready for pickup" but they also showed no inventory for it!!! The guy then checked the inventory at a store 40 miles away. My grill was in stock there. So he canceled the original order, placed a new order and drove the 40 miles to pick it up. That was on Saturday (July 2). Today, July 5, I finally had time to un-crate it in order to put it together.
However, I discovered that it was so damaged that it is unusable!!! I called Sears.com twice and they were no help. Then I called the store during normal business hours more than a dozen times and couldn't get ANYONE to actually answer the phone. However, I finally tried saying "Store Manager" and finally got someone to answer. I told the assistant store manager that I thought Sears should come and pick it up in order to exchange it.
No go. No sympathy. Basically, I'm screwed. So I'll spend another $15 in gas money to correct another Sears screw up. I'm asking for a refund. I don't want an exchange.
Sears then brought my new mattress and box springs, took old out and set it on my front lawn, said there was no room on truck for old. Would be back to pick it up, never returned, numerous phone calls, Sears did not call me back as promised. Trucking Co. said now they would remove it on Saturday, they brought the new on Thursday! If they took a new one off the truck why was there no room for the old one. Person at Co. who delivered it was very hard to understand, could get no satisfaction from them.
If they do not remove it tomorrow, I'm stopping payment on my new mattress and box springs.
We purchased a Samsung microwave on 1/3/13 at the Palmdale, CA Sears store. At time of purchase we paid 561.48 which included a $10.00 fee for removal of our previous microwave.
The delivery and installation person refused to take the large box our new microwave came in. He did remove the old microwave and we feel he should have taken the box as well.
When a call was made to customer service at the local Sears store, that individual hung up on my husband (I feel that person was not aware of Sears policy and did not want to take the time to find out.)
I think you have allowed a scam to run on Sears website. I am VERY angry about how this was handled. A business advertised this greenhouse and took my money. They realized they had advertised it at a very low rate and immediately took it off your website within hours of my purchase. Instead of trying to rectify the problem back on December 14th, which would have allowed me to find a different gift, they mis-informed you and me for weeks that they had shipped the item. I called the supposed shipper, Demar, who had NEVER received the product to ship. After many emails and phone calls which included confirmation by Sears that the product had shipped and was due to arrive on 12/31, I was finally able, on 1/3/12, to get in contact with AMi Ventures, the company who advertised the product.
The owner had blatently lied to me telling me that he had been informed by Demar that the product had been damaged during shipment on 12/29 and was returned to him without getting to it's destination and that he had personally informed Sears of this matter. He went on to lie to me telling me that the greenhouse was no longer being manufactured and he would have to return my money. I have contacted the manufacturer, Rion, and they do in fact still make the greenhouse and have many still available. When I told the Ami Venture owner that I had been in contact with all these people and wanted the greenhouse delivered, he said he would call me back within 30 minutes.
When he did finally return my call, he then changed his story to say that the greenhouse is still manufactured but the company would not have any available for 25 days so he would have to refund my money. I had planned to give this greenhouse to my father-in-law, a 70+ year-old-man, who went home and prepped his yard in anticipation of his new 8 ft 6 inch x 20 ft 9 inch greenhouse. Ami Ventures mistakenly advertised this product at a very low price and then lied repeatedly about the product and it's shipment, laying blame on Demar and Sears, in order to to avoid making good on their advertised price. Sears is part of false advertisement, defamation of other businesses, and fraud. I want the advertised greenhouse package delivered for the advertised price.
Today I took my vehicle to the Sears Auto center in Hyannis, Mass at the Cape Cod Mall, to have a shimmy in my car looked at. I was told that they would look at the car and call me with what the car needed for repairs. A few hours later I received a call from Kevin saying that I needed routers in the back, routers in the front, new pads in the rear and front, I needed the emergency cable and pad replaced along with a tire that had a nail in it. They told me that the left rear Router had three cracks and that the total repair would be somewhere in the 890's range.
I asked them to just do the rear router and fix the tire and they stated that they could not do that. If they touched the car and replaced anything they would have to do all the breaks it was the "law". I asked him if that was the cause of the shimmy that I felt and he said "yes". I told him that I could not afford to do all that work, 900.00 was too much for me at this time. He said he would speak to his manager about just trying to take care of the shimmy.
He came back to the line and I was told No. I told him I would be down to pick up the car, I would not make any repairs at this time. Upon arriving back to the store to gather my car, which was a Chevy Tahoe The gentleman behind the counter said my bill was 897.00 I stated to him I didn't have any work done and that this was not my bill. He went into the back and got "Kevin" to come out who then told me that they repaired the one tire and it would be a charge of 24.00 I paid that Bill and proceeded out to my car. Immediately I noticed that the front drivers tire rim had been changed. I went back into the store and ask why the rim was different and I was told that they took off my space tire and placed that in the front to make the car "more balanced" and they either put the bad tire with the nail in it under the car where the spare goes or in the back.
I accepted this although not happy that the time had not been taken to change the rim on the tire that I paid 24.00 for. I got back to the car, to find the car dead. Unable to start. No power to the car at all. By this point I am not happy. I go back into the store and tell the clerk that the car does not start and I am not happy about this. A gentleman comes out of the back that I had not seen before, goes out to the car and tries to start it. It does not start. He comes back in and gets a jump start and preceded to jump start my car.
And begins to tell me all about how GM sucks and that they changed this and that and when they put it on the Diagnostics system it kills the battery. The best thing I could do is drive it for about 45 minutes to charge the battery up and it should be fine as long as my battery was not old. He was rude and unsympathetic to the situation. I got into my car that he had pulled up to the curb and I was unable to keep the car running. It stalled at every stop light, stop sign for almost 30 min, Being so upset at this point I take the car to Midas to have them test drive the car and explain to me what is wrong without telling them anything about what Sears said is wrong with the car.
The service man takes me out to the garage and shows me the rather large bubble in the right rear passenger side tire. Where the belt was broken. He had done a break inspection and found the crack that sears had stated, and also found no issues with the from routers and pads. Suggested to turn the routers would be helpful. They replaced the two rear tires, One of which was the spare now, and replaced the back routers, and pads along with windshield wipers, and repaired the back windshield wiper for 858.00.
Your company would have charged me the 898.00 and would have not solved the problem as to why I was there. This is unacceptable to me, and unfair business practices. I have used Sears for years and I am truly disappointed with the level of service at this store. I could not have been more upset to feel like I was being taken advantage of. They tried to get me to do repairs that were unnecessary, and I would have left without the problem being resolved. I would like my 24.00 refunded to me immediately that I paid for the tire repair, of which they just put the spare on. Where is there any repair? I could have used my AAA for that! I am truly disappointed in your services.
I have been a customer of Sears for 60 of my 75 years I purchased 1000's of $ worth of merchandise from Sears .When I had my own construction company I bought Craftsman hand a power tools. Also used Sears major appliances in kitchens I constructed. Now at age 75 and want credit approval to purchase a new tv ,you allow Experian to dictate to you about a customer you had for 60 years . I have had mortgages on several homes , home equity loans personal loans and recently a reputable local furniture store gave me 6 months to pay on furniture I purchased. I am never late on my rent or any other monthly bills . I bank with Wells Fargo and am sure I can get a personal loan with them I thought renewing my credit with Sears would be possible . Be assured that business with you and Kmart will cease , as there are many retailers who would welcome my business. Finally , I will no longer encourage any want to shop at Sears Your former satisfied customer. Robert H. Clarke
Easier to copy and paste this...
If I have things in layaway that are over half paid for there is no way they should be removed and given to someone else. It was made very clear that the layaway WAS a contract which your company once again broke. Last year this happened with a fireplace and refrigerator, this year it has happened multiple times. I have had it with this bs. Instead of contacting the store as you suggested I am going to contact the FTC AND THE BBB. I WILL BE SURE TO SEND ALL YOUR CORRESPONDENCE TO THEM AS WELL.
Sent: Sun, Nov 11, 2012 11:56 pm
Subject: Re1:Re: Urgent Attention needed for your sears.com order (KMM24749439V99770L0KM)
Good Morning Robin,
Thank you for contacting sears.com regarding your order number 403266350. We owe you an apology for the items being canceled.
The hedge shears and screwdriver set was canceled due to the item being out of stock (you chose a very popular item). Whilecanceled our inventory is updated, our website serves customers throughout the entire country, it is typical that several customers will have the same item in their cart. Inventory is again verified after the order is submitted. It can happen that more orders are submitted than we can complete.
As the layaway contract is associated with the store where the merchandise is being held, I would suggest you to contact the store at 308-389-6800 for further assistance.
We want to make you happy. Please take our survey to tell us how we're doing.
Sears Customer Care
Hello, I am submitting a complaint because yesterday, at Arbor Place Mall in Douglasville, GA. I was in the Sears store and I saw a few teens sitting by a vending machine near the customer pick up exit. One of them were offering candy to the employees that walked by, and one of them turned back around and yelled at the the teens. He cursed at them and had an aggressive body language towards the teens (pulling up his pants and making a fists with his hands), and this went on for about thirty seconds. He then he grabbed the bag out of one of the teens hands and threw it violently at the other teens, and the candy spilled all over the floor. Then when he stomped back into his workplace.
The teens got up walked towards an exit to the store he walked back out of his workplace and chased them, and was yelling threats towards them with three other employees trying to help catch the teens. I tried to find the manager, but i was frightened he would snap on me so I left the store and went to the mall security. They didn't seem to do anything but tell the teens they can't go to that store again. Please do something about those employees. They seemed to work in the customer pickup area of the store. The one that yelled at the kids was an African-American male, with tattoos on both arms, and had a muscular body. The others were big men but I didn't remember exactly what they looked like. I would be very thankful if you could do something about those employees.
I contacted the Sears Outlet Store in Hendersonville Tn about PTY 9000 mower that I fully intended to buy. The manager sent me pics to my phone, which was very nice. However, I was told that it was being sent off for service first and I would be contacted when it arrived back. It would be couple a weeks. I didn't wait that long, so I contacted them frequently, and was told that it hadn't arrived back yet. Now I can't get the manager to call me back and I was told that it was sold more than likely. The time frame was the middle of Dec when I first contacted them.
I am trying my best to find a Craftsman Profeesional mower that is withing driving distance of my location. The mower above fit my needs and it was withing driving distance. I'm frustrated because I have been watching the Sears Outlet website for several months and I finally found one, that was sold out from under me. There is another mower in West Palm Beach that I would like to have, but it's a 13 hr drive from upstate SC.
Please help find out where the mower went in Hedersonville, TN if possible, and I'll be more than happy to retract my complaint. I just want to know what actually happened.
Purchased Nintendo DSI XL at sears.com on December 04. I received a confirmation email that the shipment might not go out for about 10 days, and that I would receive notice. On the eve of December 23rd (5:30pm) I still had not received, so went online to track order status. Learned from tracking number that order had been cancelled by Sears on December 20th. Called Sears.com customer service. Service agent said order was cancelled because item not in stock. Service agent further said that they checked about a dozen other sources but item was not available. While keeping service agent on phone with me, I went online to Sears.com, where the item was showing "in-stock".
Further, I went checked local Sears store availability online, where the item was showing "in-stock" at both of the closest sears stores to me. In addition, it was "in-stock" on Amazon.com, and I checked Pricegrabber.com and it was "in-stock" at 13 other locations online. So, Sears customer service basically fed me a load of BS, and Sears.com didn't have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me.
Fortunately, it was "in-stock" at the Target 2 miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Xmas). I was on hold with Sears' service agent more than 45 minutes trying to get a satisfactory apology - but never did. While I was on-hold, I took screenshots of all of the "in-stock" availability to verify the truth in everything I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit-card email I receive - basically to support that Sears never bothered to notify me in any way.
So, I guess the message is - if you purchase online from Sears, maybe you'll get what you ordered and maybe you won't, but don't trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could care less. I'll now copy and paste this message into every online consumer complaint site I can find.
I had a coupon for a $17.99 oil change. I took my 2010 Toyota Sienna in and left it. I got a phone call 45 min. later. He said his name was Roger and he could only put Synthetic oil in my car. The cost would be $70.00. He said it was in the owners manual that only synthetic oil could be used. I told him I would be back to pick up my car and he needed to show me what he was talking about in my owners manual. When I got there he was at the computer looking it up. My family owns 3 body shops in the Richmond and Williamsburg area. I am an estimator at our Midlothian Turnpike location. I know a little about cars. I think this Roger character thought I was just some dumb woman coming in for an oil change. I asked him to show me where it said I had to have synthetic oil and he said he would get his coworker to look. His coworker came over and said, "it's a Sequoia right?" I said no, a Sienna. He said, "in that case, it takes regualar oil". He didn't even know what kind of car I had but insisted I had to have synthetic oil. That is ridicuolous! He then told me to come back in an hour and it would be done. I told him no thanks. I do not want them to touch my car. I also could have sent work to them on occasion because we buy tires and need alignments done. I would NEVER send work there. The Chesterfield Town Center Sears Auto Center will not be getting business from me or our family owned business of Bruce's Super Body Shops.
About a month ago I sent you all an email regarding a washer that I purchased in April/May timeframe and then paid in full on June 13, 2012. I sent it via the Sears Ingram website therefore it may not have reached the actual complaint department. In that email I explained that I went into the Sears at Ingram and specifically told the Sears cashier that I wanted to pay for the washer in full. Since I had not received a bill from Sears which I thought was because it was purchased during a special buy where there was a no interest bargain, I requested that I wanted to speak to a manager. I told the manager that I wanted to pay for the washer in full; I was told that my balance was $488.70 which is what I paid. Now for the past 3 or 4 months I am getting bills from Sears stating that I still have a balance. This matter needs to be cleared up on your end since I paid for the washer in full. I should not be harassed regarding this. I have always believed that Sears was a great place to buy merchandise but this experience has definitely been horrible.
When Sears say âGoodâ, donât think that means respectable, moral or noble â The company have failed deliver and shown the lowest standards of customer service!
When Sears say âGreat Priceâ, donât think that means they will honor the advertised price â The company secured my purchase money, sent nothing and made me pay more to speak to their security Centre!
When Sears say âGuaranteedâ, the only thing I was guaranteed was hours of trouble and frustration.
After over 40 emails and international calls I wrote to Sears Chairman Edward S. Lampert and CEO / President, Louis J. D'Ambrosio. Two very busy men â I never expected a personal letter in return from either but a month later no one has got back.
Iâm out of pocket, feeling distinctly cheated while Sears enjoy âthe good life â guaranteedâ.
The lesson â donât fall for any Sears offer that seems like a good deal. I would look elsewhere, even paying a little more, rather than be letdown and treated like dirt.
I ordered a refrigerator online on Nov 19th. To make sure that the order was processed correctly, I phoned and spoke to a gentleman to make sure that the model I had chosen would come with an ice maker and a right hand door, and that my old fridge would be removed. A few days later, the fridge was delivered, without an ice maker and with a left hand door.
Also, I was never told that a fridge with an ice maker requires a plumber to disconnect it, so as a result my old fridge was left in my kitchen along with the new one. I managed to get a plumber to come in 20 minutes to disconnect my old fridge; however it took over 10 phone calls and 4 full days of waiting for the old fridge to actually be picked up!!
It took a total of 8 phone calls to get the door reversed on the new fridge. And, three service calls!!
The first time a service person came I was told that it would cost me $125.00 to make the change. I had been told by a sales rep that the change would only cost $25.00. So, in desperation to get the thing done, I told the service technician that I would pay that amount if necessary and argue about it later. At that point, the technician advised me that he could not do it anyway as there was a part missing!!
I waiting a few more days and finally got another visit from the same technician who then asked me if UPS had delivered a part. I asked him what part was he talking about as other people had told me that there was no part required to switch the door. He refused to elaborate. I asked him to please just switch the door so it opened on the right side. He told me he could not do it without this mysterious part. He left again.
He phoned me twice in that afternoon to inquire if UPS had arrived with the part he needed. At 4 p.m. he stopped calling and I had to again phone and talk to several people to attempt to get another appointment!! After being hung up on a few times, I finally reached a person who advised me that the whole problem could be blamed on the french speaking Montreal office!! No explanation what had actually occurred etc. but I have always been polite to innocent people just doing their jobs.
In total, I have had to spend hours contacting Sears and had to wait 3 days for service calls without getting the problem solved. Today, another technician arrived in a Sears truck (the other guy was sub contracted as the truck did not say Sears0 and he changed the doors with no problem and no mysterious part that never arrived and was never needed in the first place!!! About the ice maker, I could not tolerate trying to get that delivered!!
I have been a loyal Sears customer for over 40 year. I have purchased appliances for my rental properties, relatives, my own cottage and all my Xmas gifts. If this is not settled to my satisfaction, I never intend to deal with Sears again,. I would like to have at least $200. taken off the price of this fridge as my time and the amount of irritation caused by this ridiculous situation is worth much more than that. i would appreciate a response. This is the second complaint that I have written to Sears about this situation. No reply came from my first complaint.
I purchased two sewing machines online through Sears.com and at slightly different times of the day for 2 different people to make early purchases for Christmas. Unbeknownst to me, I learned one person had just bought a machine for herself and the second person developed a serious illness and is unable to sew any more. When I received an email notice of my purchases I discovered that the machines were the same but one was priced about $70.00 higher than the other. I tried to return both machines today at the Sears store. One of them went right through at the store and was credited to my account.
The other wouldn't go through at all. Found out that Sears has between 300 and 400 outside vendors that sell products through their website as Sears. Now I have to send the second machine back myself at my cost & learned that the additional $70.00 I was asked to pay for the same machine was the extra "profit" the outside vendor was making. Nowhere online was this explained to me. Had I not purchased both machines at slightly different times & then returned them, I would never have learned of this practice.
On 10/17/2011 I received an Email add from Sears advertising an online order only Panasonic 55 inch HDTV plasma with two pair of glasses for $1099.99. When I tried to order it online I was unable to get the $1099.99 price. Instead the price was $1299.99 with no glasses. The add also said to use a special code, "PANATV" and when entered into the order it came back with, "This code does not apply to this TV". Many, many Emails to Sears robots resulted in them finally telling me they could not find the add for the TV at $1099.99.
They could not find their own add? I copied and pasted the add to one of the many Emails and so far I have heard nothing. I'm not holding my breath. Sears seems to be as difficult to deal with as PayPal.
I will never take another chance at buying online from Sears and encourage others not to take the chance either. This is a highly deceptive practice & I resent being taken advantage of in this manner.Â Possible Resolution: I'd like to see Sears identify the products that are coming through an outside vendor and identify the purchase price difference. I hope my account will be properly credited when the 2nd. machine is returned, and would like to be reimbursed for the extra shipping costs I will now have to pay.
I purchased 2 pairs of shorts from sears.com & when they came to me, they were from a different merchant in another state. The shorts were too small so I call sears to make sure I could return them to a nearby store to save on shipping & customer service told me no.. they would have to back to the merchant. The merchant wants to charge an additional $8 to have them shipped back. I had no idea I was not buying my shorts from sears.
I called customer service back on Friday, February 22nd, I was told that they would have UPS send me a label to send & that sears would absorb the shipping. I got no response from UPS so I called again Monday, 2/25/13 and spoke to Shakeena who told me that she would email me the label and to wait 24 to 48 hours. It is now Wed.. 2/27/13 and I called again because I did not get my label and Veronica, your supposed supervisor was extremely rude and told me the customer service reps lied and that Sears would not be responsible for the shipping at all.
I am disappointed in this organization. I have always been a loyal customer at your store and have bought tools, appliances, clothes and have never hesitated to do business with you online. But after dealing with your customer service representatives, your rude manager and this new idea to be like amazon.com , I will never EVER step foot in your store or purchase anything from you again.
I hope the $8 was worth it. I shop at places where the customer always comes first and they do what ever makes the customer happy. I guess you forgot the basic fundamentals of business. Good luck going out of business because that's where you are headed!
I purchased a set of Michelin 80,000 mile tire for my Nissan Altima 2010. I have Sear rotate the tire and do the oil changes every three thousand miles. With in Ten month and 13,000 miles two of my tires were completely bald and the other two tires had 4/32 and 5/32 of tread. The manager said it was from aggressive driving? The car is a 4 door sedan with a 4 cylinder completely stock.
I told the manager that the car was driven normal and was front wheel drive and tire that were bad wore on the rear and my paper work shows from sears when they rotated them. The manger then said it was from excessive braking. I told him it had abs and it would be impossible to slide the tires .
I then asked him to check the pressure my tire were over inflated by sear by over three pounds and the car had been at sear for over three hour they had just serviced it. That why I went down there because he said they wouldn't rotate the tire because the back ones were so bad.
He said all he could do was replace the to back tires and that it void my entire replacement warranty for the whole set. On the warranty it states that over inflation voids the warranty and he still blamed me. This isn't a race car and his team had my tires over inflated . He told me that it was ok because no matter how hot tires get the pressure only increases by 10% I didn't know he was genius as well. I asked him if I could send the tires to michelin to be checked for defects he told me no and he wasn't either.
So when you by from Sears you better not get a tire the will last 80,000 miles because when it wears out in thirteen they will void your warranty by blame and there improper inflation statistics. I also contact Sears head quarters and they can even have someone higher up contact me. Beware of Sears you and your family are at great risk with their automotive experts. A corvette could wear out 80,000 mile tire in 13,000 mile may be 40,000 but in 13,0000 this is highway robbery.
By the way I have a 2005 nissan Altima 4 door with a four cylinder with the same exact tires from Sears and they have over 35,000 mile and they ate still like brand new and this car doesn't have Abs brakes. No matter the issue they tires ate faulty and that seats responsibility to honnor the warranty they sold me.
I paid for and ordered an Electrolux washer on 10/13/12 from your store #4057 -5901 Griggs Rd. Houston Tx 77023. I came back on 10/22/12 to pick it up and brought it back to my office. I unpacked it and took all of the shipping screws out, plugged it in and couldn't get the drum to spin. I called the help line for Electrolux and after trying to trouble shoot it, they told me to get a hold of the store that sold it to me. I called your store and after the girl going back and forth to my call several times, she told me she couldn't help me. I told her that I needed to speak to the Manager. A manager by the name of Daniel got on the phone and told me that he would order me another washer and have it delivered today 10/29/12.
I just called the store back and the girl told me that I had to call the delivery ctr. After being on hold with them for 30 minutes, they turned me back over to what sounded like the same girl that told me she couldnât help me the 1st time. This time she tells me that I would have to wait another week and I would have to pay for the delivery. I told her that I needed to speak to another manager. She gave me to Daniel again. He told me that he couldnt help me. I told him that I wanted to speak to his District Manager. He told me that he couldnât give out his phone number. The bottom line is I purchased this thing and have to wait on delivery a month before I will see it delivered if they don't screw it up again!
We hired sears to clean our carpets in our new house. The woman on the phone scheduled with my husband for Saturday Oct. 6 between the hours of 4-7. We arrived at the house at 3:30. There was a note on the door stating they had been there and left since noone was there. We contacted the number on the form. We found out that they put us in the computer for a different time (1-4) and also had a wrong phone number for us. They refused to send anyone back out. There was no supervisor or manager to talk to. Tried calling the dispatcher for the area and of course they didn't answer the phone and had no voicemail. I will NEVER recommend sears to anyone. I am livid at the type of customer service thry have!!
On Dec 2 2012 I visited your store in Irondequoit New York. I purchased several men's shirts, which cost me approximately $56. I paid for the shirts with a gift card, balance of approximately $15, and by credit card, $41.58.
The shirts were not the right fit so I returned them about a week later to the same store. Allegedly the clerk gave me a full refund, consisting of a new gift card for the $15 and a credit on my Mastercard. Two days ago I revisited the same store to buy a belt. I presented the gift card and was told it had not been "activated." I walked out without buying the belt and later that day called the store manager. She asked me for the return receipt.
Unfortunately I did not keep it, thinking that the refund at a store of Sears size and reputation had been properly processed. My mistake. The manager then asked for the date of the refund. Not recalling the exact date, I said I would call my bank and get the date the $41.58 went back on my card. I called and lo and behold my bank informed me I did not have any credit from Sears on my account. I figure one of two things transpired.
The clerk processing the return was incompetent and unknowningly activated some other gift card and credited some other person's credit card. If true, this does not reflect well on Sears training. Or the clerk deliberately took these steps for her personal gain, stealing from you and me. I suspect the latter. I do not know if you can ever identify the clerk.
I do know I am out of pocket $56. I ask you to send me a gift card for this amount.
I had cataract surgery which resulted in having to have a new eyeglass prescription. I took my prescription to Sears Optical in Montgomery and a nightmare started to unfold from there. The employees that I had to deal with her so incompetent that I finally gave up. This was after they submitted my insurance forms to Viva Medicare incorrectly and this resulted in my benefits being denied. They actually were issued a $100.00 check which they were not entitled to, and never returned.
We had paid and had a receipt for the entire cost and after almost a year of going back numerous times for corrected insurance forms, we finally received the $100.00 that was due to us from the beginning. This did not result in them refunding the $100.00 that they had previously received in error. They couldn't get the codes right and this kept us from getting our check for almost a year. I realize you can't pay a Rocket Scientist to work in these positions, but at least give them enough training to perform the duties required.
We have been Sears customers since 1960 but we do not intend to ever buy anything from them again. AND, one pair of my glasses will not hold the lense. I finally stopped going back for that, too. Don't give me the excuse that it is an independent company and not a part of Sears. They are in your store and everything (receipts, etc) has your name on them.
To whom it may concern, my name is Mike Kissel and I have a complaint with a company called Fast Media that is associated with you on Sears.com. For Christmas my son purchased a retractable light for me order# 3951610. This light is unopened and unused and we would like to return it for which it is not long enough for me to use in my shop.
We made a trip to Sears at the wood field mall in Il shortly after christmas but were told we didn't have the right number for sears to refund our money.
My wife spent an hour on the phone with someone from Sears because their were no return instructions from Fast Media and they were not answering the phone.
Sears said they would email Fast Media and in return have Fast Media email my son so we could get an RA # to make this return possible. Three days went by before my son received the email. Additional questions were asked why we were returning the merchandise and they didn't give us the RA#.
I recently emailed and left a message on their phone but am waiting for a response as of today 1-15-13. I cannot believe how difficult thy are making this for such a simple return and also this greatly reflects on Sears. I would greatly appreciate help with this so I can return this merchandise.
I went to the Sears store today that is located at Greenwood Park Mall in Greenwood Indiana. We were looking for a jacket for my father-in-law. We were looking for a "tall" in mens. After wandering around for about 10 minutes in the Mens Department looking for signs that would have said "Big and Tall", we finally found an Associate so we could ask where that department was. She said it was in the basement.
We proceeded to the basement and again looked for signs that said "Big and Tall". We could not locate any Associate on the floor that we could ask. There was a male Associate that was "passing by" and asked him if he knew. He said he didn't work in that Department but he was sure there was one. I went to the cashier area to ask a cashier. The cashier I asked told me "no" you don't have a tall mens department.
I worked in customer for service for 30 years and I will have to say that this display was the worst customer service I have ever seen. In the retail business especially, I think it is terrible that people that are supposed to be in the "customer service" business have no clue what is going on. Their "I could care less" attitude is appalling to me.
I understand in today's world we all try to do more with less but this experience is unacceptable to me. Sears associates need to take more pride in their jobs and really know what their job is all about. I hadn't shopped at Sears for years and I can tell you after this experience I won't shop Sears again.
On Monday January 21, 2013 approximately 11:00 am, I called your Service department to order a Hot water tank for a house that we just purchased. We couldn't stop the leaking, so we decided to have a new one put in. I have been a customer of Sears for many years, so I trusted them.
Because of this reason, I was willing to pay a lot more money than other places I had checked. The ad said if called before noon, guaranteed to be installed the same day. I was so excited. I was told (after putting $652.96 on my Sears credit card) that I would receive a phone call to set it up within 2 hours. ( A few minutes later, I called to give the representative my cell phone number because I wouldn't have access to any other phone) I was told no problem.
Four hours later, I decided to call back and see why I hadn't been called. The gentleman that answered said he did not understand why this happened and put me on hold to check something out. He came back and apologized to me and said it would be delivered between 10 - 2 the next morning.
He nicely told me that the guarantee was broken so he was sending me a $50 gift card within 14 days. SO the next day I went over to the new house at 9:50 am. (which I might add we are doing repairs, so there is nothing in there) I decided to call and check on it around 11:30 am and was sent to 4 different people and the last one kept me on hold for 45 minutes.
The call totaled aprox. 1 hr. finally, someone got on and said, your Hot Water Tank is scheduled to be delivered between 1 and 3pm. I couldn't believe it. In the meantime I was asked by every representative what the address was and I said 18 Barone Circle Cheektowaga, NY 14225. SO, around 3:30 pm I called again, asking where the Hot water tank was.
I was sent again to 4 different people, and put on hold again and got cut off, this call was approx. 20 minutes long. I then called back and got the run around again. The representative asked me what the address was that it was going to, and I told him.
He said we don't have that address. I said, excuse me, I have told it to at least 8 people. He said no, we have 10 Estelle Drive (my now address). I never once mentioned 10 Estelle Drive.
He said I am going to have to put you on hold, I told him please don't they don't answer and I can't afford to be on hold again. WELL, there I was on hold for over 1 hour and when I hit 1 hr 9 minutes, I was losing my battery life. I got in my car, ran home and left the phone on I plugged the phone in while it was still on hold. I then noticed my answering machine was blinking (at home)..
It was a message stating that my Hot water tank would not be delivered until the next day. Turns out the installation people were given the wrong address and the wrong phone number. I contacted Sears Service Department again and told them that I was going to cancel the order. He said he would send me another $50 gift card, that was all he had authority to do.
I'm sorry, but anyone and everyone that missed two days would get that. I am so upset and stressed out over this situation.
I didn't cancel, because we were in the middle of putting new flooring in and needed the HWT in as soon as possible. I have never been so upset with a company. SEARS, wow, I cannot believe that I was put through all of this by SEARS. I don't believe that the installers are to blame, I believe it all stemmed on that first call. I don't know how this can be made right, but I definitely deserve some king of restitution.
I might add, I am affected with Mitochondrial Disease which helps STRESS deplete energy. I have not been able to physically function for days, mainly because of this situation. ALSO, I had 11 days left on my calendar for my cell phone and only a few minutes left for the month because of being on the phone with sears on hold 1hr 54 minutes and talking to representatives approximately 1 hr 30 minutes beside meaning I lost 204 minutes. Sincerely, Linda Roesch
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