Sears Complaints Continued... (Page 6)382+ reviews added so far. Upset? Call Sears corporate: 847-286-2500
To whom it may concern,Â I have been an avid Sears/Craftsman owner my whole life. The majority of my power tools, hand-held tools, and lawn care equipment bare the Craftsman name. That being states, alas, my dedication to the name has just been tarnished due to one of the worst service experiences I have ever participated.Â Approximately 5 weeks ago, I brought my Craftsman chainsaw into the local repair location in Shreveport, LA, to have an annual check-up/tune-up performed. I also asked to have the unit upgraded from an 18â bar to a 20â bar.
While awaiting to speak to the attendant, I noticed an irate customer speaking to her and overheard his bad experience with your service department. The attendant eventually took my information and shipped the chainsaw.
About a week later, I received a call from the service department scheduled to work on the saw. The person stated that they could not upgrade my unit to a 20â bar. When I questioned this person about why Sears sells a 20â upgrade kit at the local Sears repair location that specifically indicates fits my model number, they stated that Iâd need to change several other parts for a successful fit (I later found out, this is truly NOT the case at all).
I then asked the individual if they could sharpen my chain for me and was informed that they do not do that; they only replace chains. So, I informed them to do so.Â Almost two weeks later, I had not heard from the local Sears store as to the whereabouts of my chainsaw, as I was specifically informed that theyâd call me when the unit arrived back in Shreveport, LA. I called the local store to be told that they had the unit for almost a week, but had failed to call.
After paying the $74 charge, I picked up the saw and attempted to utilize the saw that afternoon. However, after about 10-minutes of usage, the saw started smoking so badly, I had to cease all activity. A few days later, I had the opportunity to bring the saw back to the local shop.Â After returning to the local store, I felt the attendant immediately had an attitude with me when I attempted to explain the situation. When she finally took the time to get on her computer, she snarled, âSo, whatâs SUPPOSED to be wrong with it?â
This somewhat infuriated my wife and I, as we had just taken the time to explain the dilemma with no attempt by the attendant to document the concerns during the conversation. The attendant took my saw and shipped once again.Â A few days later, I received a call from the repair department stating that my saw needed several repairs to include the oil pump which would cost an additional $83. Taken aback, I asked the repair department attendant how this could have happened within the short span of having the unit tuned-up.
She informed me that they only replaced the chain and installed a spark plug. I asked if $74 was the going rate for a new chain and spark plug and she stated, âYes, with the labor involved.â I could have personally completed the same actions for less than $30. She further stated that the new repairs ONLY included parts, but would not include labor. I then pondered why, if they didnât conclude any internal fault, they would not be charging labor on such a repair, as they did on the previous submission.
At this time, $157 would have gone well against a newer chainsaw. However, there was absolutely NOTHING wrong with mineâ¦my mistake was attempting some sort of preventive maintenance with Sears and/or its affiliates. I have informed the maintenance department to return my chainsaw WITHOUT repair, as this issue cannot feasibly be considered quality service by any measure. With this, I digress to state I will no longer support the Craftsman name within my own residence, nor abroad. This event is unacceptable, and simply cannot be tolerated.
My experioence with sears customer service and support has been horrible. My refridgerator has been completely out of service for 36 days, which I do not have a means to store any food in my house. I explained this issue and all I get is I am sorry. They have been out to fix the unit 4 times, and it is still not working. Even the technicians stated that the unit needs to be replaced, but sears will not replace the unit. The technicial just informed me that he will order more parts, but the unit cannot be fixed. This means that I will have to wait another 2 weeks for a technician to try to fix it again. And, another two week I will be without a refridgerator, or 50 days or almost two months. The sears reps had no compassion for what I am going through. All they could tell me was that there was nothing they could do. I asked to talk to a manager, and I was put on hold for 30 minutes, and no one ever came to the phone. I called back and asked for a manager, and the same thing occurred. No one came to the phone. I have been a fatihful sears customer. At this point, I will never purchase another sears product.
I purchased a Kenmore stove, side by side refridgerator, dishwasher and range. When I purchased all, I was aked if my stove was electric (not if it was hard electrice) and i said yes. When Sears came to deliver the appliances, the guy walks in, looks at my stove and say he can't remove nor replace it. I asked what do you mean, he said hard electric. I called Sears and was told I should've told someone, I said if I was asked I could've checked but no one asked me. I was told about the dishwasher and the hood range only. Sears associate told me they could have someone come over and hook it up in a week for an additonal $195 (I just spent over $3,000). I told her, that was never told to me and I am a bit annoyed because I buy applianced from you and I have to pay to have them hooked up, that is absurd. If Sears is going to be a penny pitching company, let your consumers know. My appliances were delivered on the 19th of October, 2012, like I said, I hired an electrician to do Sears work (Sears outsource there delivery associates), now I have placed four (4) phone calls to Sears to come and pick up my old stove (which I paid for) and I keep getting the run around. When I call they say it's not in the system and they will schedule it, the schedule date comes and I call back and the same thing again. I was told by many people not to deal with Sears and now I understand why. When PC Richard deliver anything, they make sure they have people that can hook it up whether it's in the price or they tell there customers. I am very disappointed in Sears and at this point, I will never recommend you and I do Real Estate where I would tell my customers to not purchase your appliances from Sears. I would really like to speak to some one of higher authority. When I call Sears last night (October 25th, 2012), I was told all the supervisors were busy and someone would get back to me. Thank god I wasn't hold ing my breath. I am referring to the Sears in Smith Haven Mall, Lake Grove, NY. If someone could please get back to me, it would be greatly appreciated. My home number is 631-676-5157.
My intial contact with sears 18004myhome repair services for my washer was in 12-30-2012. I have had several repair tehs come out to repair my washer with no success. I am very dissapointed and disgusted at this point. I have ontacted customer service for several reasons the fact that I made a repair ppt on 04 06 2013 and someone took the lberty to change that without any consultatation I called customer service and requested a supervior and was disconnected. I honored the appt took off from work and still no running washer and it is worse than when we started. The washer is now leaking and not even running! I am ery discouraged and will never deal with sears again! rest assure I will let my family members and friends know about this horrible experience!!!!!!!
I recently purchased, for Company use, a Sears Kenmore fridge from the Sears Richmond Hill Furniture and Appliance Store. Delivery was scheduled for the following Tuesday between 7am-noon. At the time of purchase I specified and paid $25.00 extra to have the handles placed for a right side door opening. Unfortunately neither happened. The delivery crew left a mumbled message which I could not decipher on my voice mail, and shortly thereafter a Sears representative called to reschedule as, I was advised, noone was there to accept the delivery, this is a business address and I along with 30 others are in the office all day.
It was rescheduled for Thursday between noon and 6pm, and did arrive at 4pm, although I now have to call customer service and have someone come in and reverse the handles. This whole procedure was a royal pain. Sears pay more attention to your employees, and I would suggest your outsourced delivery company B & N Delivery Service do the same.
Approx. 3 weeks ago the door locked on the Kenmore range that was purchased in March of 2011 and under warranty. I contacted my local store where I bought the range and they tryed to get a repairman out quickly but they were told it would be Dec.5 before a service tech could come out. It was the week of Thanksgiving and my family was looking forward to our traditional dinner. This didn't happen and we had to change our plans. Dec. 5 has come and gone and we are now scheduled for Dec 12. I have purchased many appliances from Sears in the past but do not intend to do so in the future.
This type service is unacceptable and especially on a product that is still under warranty. My dissatisfaction is not with my local store. They did what they could.
I bought a pair of dress shoes at Sears about 5 months ago I wear these shoes about once a week. So the shoes have been worn about 20 times the sole of one of the shoes fell completely off . I brought into a Sears store and was told that there was nothing they could do after 90 days.
I asked to speak with a Manager and even after showing her there was absolutely no wear to the soles or to the shoe itself she said there was nothing she could do. I could understand if the shoe appeared to be worn but this was not the case.
After 20 plus years as a Sears customer and card holder and most likely having spent at least $10,000 or more over that period, I will cut up my Sears credit card and take my business elsewhere in the future to a store that will stand behind their products they sell.
We have had this refrigerator less than 18 months and we have had continual problems with the ice maker; the latest issue is that it is not dispensing ice; a service person was here today - he opened the door and looked at the ice maker and said that it needed to be replaced - replacement would be about $500; it is obvious that there are issues with this Kenmore model ice maker as we review ratings and customer complaints; we would like to discuss replacement of this ice maker with a new, improved model at no expense to us.
I ordered a pair of reebok men's sneakers bb4500, when the order was received at my home today,one sneaker still had the security plastic device hooked to the eyelit which I was unable to remove,so my wife had to make a special trip to the nearest Sears store to get them to remove it. I'm Not very pleased as I think whoever packed the order didn't know the inconvenience that their error caused a loyal Sears customer who is disabled. I Will no longer do any future business with Sears mail order. I will let others who want to order from you to be careful, hopefully they won't have any problems such as I encountered.
Seeing this is the same problem, kenmore stoves had in 2009 ,this seems like sear/kenwood has still not fix the PROBLEM. When my wife was baking dinner ,she hadn,t relized , that the broiler element was on until the smoke detecters alerted her.The complete dinner was ruin!We then discovered the broiler element comes on when you select bake . the elemen stays red HOT! WE shouldnot have to pay for a known problem of your Kemore range.THE cost to us was around 250 dollers. ABSURD!!!! The repair man was prompt But hesitant to say the control board had burnt or shorted out. I saw the burnt part after checking it ,when being given it to be disposed of.The control panel had been wraped to conceal the problem.
Bought a snow blower on Dec.7 2013, and phoned in on March 10 of 2014 since it was just over 90 days I could not get my money back due to store policy. The snow blower drive broke while I was taking it into my garage, I had no drive train so it would not move so I pushed it. I phoned as soon as possible and I was told a service man would come out to fix it on March 17 2014 then they changed it to March 18 2014. I told the person I would be home after 3:00. Luckily my girlfriend was home when they called at 8:30 am and they seemed surprised that someone answered, the guy who phoned said he would be right over. When he got here he was not a repairman but a pick up service and said he would not be able to load it by himself so luckily my brother was available to help, why should my brother have to help and they were also suppose to fix it at my house like I was told.
I could have delivered it to them and saved me all the waiting time. I have asked for someone from management to call me from the Thunder Bay store but to no avail. I can’t get my money back, I have no idea when my snow blower will be fixed, and with this incompetence I have no idea if it will be fixed properly. I am not happy, all I want is my money back please and just let me walk away from this nightmare. The salescheck # is 01418 171 4515 and the delivery date was Dec. 13, 2013. A man at a 1 800 number said if I had reported it sooner I could have got my money back I said who would have thought I would be treated like this by Sears. Please help me out.
I purchased HVAC through Sears on 1-13-14 it was installed on 02-25-14. When they came to install the HVAC is not the one we purchase. Sears decided to change to “higher efficiency” without our decision. They did not even bother to call us. According to them the original purchase was no longer available or discontinued. So Sears decided to changed it! I told Sears to come and remove it . The HVAC manager said no, and he is asking me why I did not like the system. I told him I did not like it because that is not the one I bought. Since this is the one you choose you can have it. you made your own decision without our approval. Sears said they can re-write my contract, I told them not that easy. This HVAC was not presented to us, and need to be remove.
To whom this makes it to at Sears. My wife had been talking about the fitted car mats so much I had to order them even though we could not afford them. Because it would be the only gift” why not.” I reluctantly placed this order for a birthday gift for my wife on 2/12/14; I had a very competent customer service rep that informed me that this order would get to me in time for my wife’s birthday which was on 3/3/14. After that conversation things went downhill. I had the most difficult time getting answers after I received an email stating that I would be sent another email within a few days with the date to pick up the package at Sears.
I waited and waited for the follow up email to come (no email) before I called your customer service department and got the run around regarding the wrong tracking number. I called back a week later and was told that an inquiry could be done to rectify the missing order. By this time her birthday had passed. I eventually received the order much too late for the surprise birthday gift I wanted to give my wife. Before all of this occurred I had completed a survey giving Sears thumbs up in all of the areas that were asked on the survey. I only wish I could have been sent the survey now so I could say how I really feel.
As you have in your email below – You (as a company) made the mistake in pricing so I believe you should stand behind what you sold the bedspread to me for. If I had gone to your store and purchase it then how would you take it back? The bedspread online purchase is the same as going into your store. You took my money thus the bedspread is mine. I am still hoping that you will do the right thing, instead of me making a complaint to the Better Business Bureau and using any other online sites that takes complaints on businesses. I will tell my story of how Sears advertises things at a certain price and then they refuse to send the item that you have purchased. If you are going to treat good customers this way it is no wonder that Sears is in trouble and struggling to stay in business. Please do the right thing and sent my order#644619990.
I have no product complaint. I own several products I bought from Sears, a water softner, reverse-osmosis water filter, washer dryer set, and a Kenmore stove. I am currently experiencing what I think is a minor problem with my stove. I have called about 15 numbers trying to speak with a live human being. All I get are computer generated options, none of which address my problem. I did speak with one lady who connected me with another department, again only options that were unrelated. The lady did give me two numbers to try if I should get disconnected. One was only for water related products, and the other was again a list of options. Though I like my products, I may have to start going with companies that are actually have live people available. My frustration level is so high right now and I have wasted so much time that I don’t think product loyalty is going to keep me as a return customer. This matter could have been resolved in less than 5 minutes if I could have spoken with a real live person employed in the department (stoves) of my concern.
Three times I traveled to Sears. Monday in Warwick RI where I charged a microwave. When I went to the Merchandiise pickup they said they were out of order for that one.. Went back to the store to return the receipt from my charge. Tuesday went to Emerald Mall in Ma. bought one came home opened the box and found the corner dented. Called Sears in Warwick today and they said the new model( because the one I had was a discontinued model) is in stock for the same price. I asked the clerk to check and see if all was exactly the same and she said yes. I wanted 1.2 capacity with 1200 watts.. I went the third time 30 miles now it was 90 miles and still not what was what was suppose to be. The cleck said when I called her back to tell her it was 1100 watts 100 watts isn’t that much to make a fuss over. It isn’t up to her to tell me to be satisfied with 100 watts less. She should give the exact information. I am 83 yrs old very tired and miiserable with what I have to go through by myself.
Also yesterday three quarter of the floor the micro’s were on they wasn’t one person to ask where to go.
I purchased an electric range about 7 years ago. The stove malfunctioned. I called Sears and asked about repair. They scheduled me three weeks out, the earliest available appointment time. The technician arrives and diagnosed the problem and told me he need to order 2 parts which should remedy the problem. I was to call them when the parts arrived to schedule an appointment to install that part. The parts took 3 more weeks to arrive. I called and was given an repair appointment time. The repair person arrived . The parts was installed and I was told that that should resolved the problem. Within 2 days the stove was back malfunctioning as though never fixed. I called Sears to tell them that the stove had the same problem as before the repair. They rescheduled a repair appointment for today between the hours of 8am to 12noon. It is now 1:36 PM and no one has arrived. I call repair center . They tell me” He got hung up and will be along some time. I am furious that Sears take my time for granted. I call the national complaint officee and was disconnected just as I was explaining my complaint. So I am so upset that I am now writing the complaint. What I was hoping to get was someone to assure me that the repair person would be hear soon. Or offer a solution. Everyone, seem unconcerned about my inconvenience. I would be hard pressed to every purchase a large item from Sears again because they are unreliable and do not hold up their end of the Agreement . They sold me a service repair warranty and do not do what they say they are going to do. What kind of company is this that does not stand behind their word. All they want to do is sell you a product that will break down then countless repair for the some problem. I will tell all of my family and friends about this experience. Sears is no longer a company to do purchases from.
New system installed and washer not working properly when your installers delivered them. Waited 8 days for delivery then said it would be 2 weeks before someone would come to see why it didn’t work properly. It never worked and u tried to report it within 4 hours of installation. I do not think this is exceptable
filed a complaint earlier about my LG washer that was delivered damaged no one got back to me someone called today and offered me $200 credit i told them i would check with my wife and they never called back i also mentioned that the dryer door opens the wrong way could someone please call me follow through and make this right i am very disappointed with this whole experience from sears.
Our refrigerator, Kenmore Elite, stopped working on March 24. A Sears tech came out on March 26 ordered a new part, and scheduled a new appointment for April 2. On April 1 we found out the part would not arrive in time for installation today and rescheduled for Thursday the 4th.
Today we found out the part hasn’t shipped and the parts section doesn’t know when it will. We upgraded? Our entire kitchen to Kenmore Elite appliances and have had issues with all of them. By the time this is fixed we will be without a refrigerator over two weeks. I think you owe us a new refrigerator.
In October 2012, I purchased a new dishwasher from Sears and paid Sears for delivery and installation.
During installation, the Sears installer damaged my new kitchen floor with two ragged gouges caused while pushing the dishwasher into the cabinet space.
I now find out that Sears will not be responsible for the damages. They want me to get the Sears Installer’s insurance company to pay for damages. They also suggested to use my homeowners insurance.
Hopefully my problems caused by Sears will help other consumers in the future on their decisions on buying new appliances.
We had to return a gas range after having it only one year under the lemon law. When we went to purchase another range we were finally referred to your Gilbert store because we were told by a Mr. Mark Maxwell this was the store to see high end ranges. Mr. Maxwell was our only pleasant experience, so helpful, knowledgeable and certainly an asset to Sears.
When we traveled to Gilbert the only range to see was the exact duplicate of the range we had trouble with for over 1 year, obviously we did not want to purchase it again. We finally decided to upgrade and purchase a range that was over $500.00 more than the credit from our first purchase. I had been sent a coupon for a refund of $100.00 for anyting over, I believe, a $1,000.00 purchase (I actually think we qualified since that money was simply applied from our first purcase). However, I was told we could not receive this credit, not sure why. I then inquired why we did not receive the $50.00 credit since we had just spent over $500.00 at this store. No answer was given and no credit as well.
I am sure you will be able to tell that we have spent quite a bit at Sears and do not appreciate the attitude of the saleswomen or the lack of assistance to aid in replacing this lemon! We lost time from work, we lost the range over the holidays and it was a problem we should not have incurred given our investment to avoid this very scenario.
I had an Air Condition installation done last year by a Sears contractor and on 22 December 2012 my A/C suddenly stopped working and I eventually had to call a local A/C repair company who came to the house that Saturday evening and founded the problem to be burned power and UV lights wires and this caused me to loose A/C heat for most of the day and the early lose on one of my UV lights. The technician cut the burned wires and reconnected new power wires connections and I had heat again on that Christmas weekend.
I paid $198.00 and I have requested a reimbursement and replacements of the UV lights and this request was made to the manager that assigned the contactor the job. I have contacted Mr.Dario Escobar, Heating & Air Condition 210-946-6555 ext 45257 on numerous times and sent documentation and the only response I received was a Sears technician who reconnected the UV lights wired to power wires. Mr. Escobar said that he need to talk with his supervisor.and this has been going for over two weeks.
I have had so many bad experiences with Sears that I dont even know where to begin to be honest! But lets just begin with this past year shall we. I booked a honeymoon and wedding in Cancun, Mexico using my Sears card. I immediately paid the balance off when I got the bill….just as i always do. Then my Card starts getting declined because they think my identity has been stolen. I called Sears customer service and was told they put a HOLD on my card because I changed my address and had made the big purchase. I said well dont you think if my card was stolen I wouldnt have paid for that “Big” purchase?? I said, “I need to have that “hold” lifted because I want to be able to use my card in Cancun so that I can earn more reward points.
The lady assured me that the “hold” had been lifted and it wouldnt be an issue when I left the country. I get to cancun after having the discussion and tried to make my first purchase but guess what…..my card was blocked!! So needless to say i was furious and this experience just added to a already stressful event. I had to use a different credit card and lost out on MANY points! So i get back to the states and called them about the issue and all i get is a sorry. Fast forward a few months and I finally get enough points to my reward balance that I can submit for the Sears Gift Card for $750.00.
I used this card to purchase a power wheels vehicle for my son and still had a remaining balance of ~435.00. I didnt have an issue with that order going thru however when I went to use the remaining balance I had difficutlties with the website. The website kept freezing up, then it kept changing the language to spanish and it took me to get the order to go thru. I ordered a Camcorder, memory card, Ipod and a CD. I was happy that the order finally went thru because I really needed this camera to get here in time to record a Conference we are holding. Keep in mind I used my Gift card to pay for this and put the remaining balance of $120 on my paypal account. Well, this morning I get a call that my order has “issues” and I needed to call them. Here we go again.
So they proceeded to tell me that my address was unconfirmed in paypal and that my order will be canceled unless paypal confirms it. I said that can not be because I have used paypal for years and I just ordered every single christmas present through paypal and they shipped to me so how all of a sudden it is unconfirmed? She couldnt answer that question. We got disconnected. I call back and I get someone else. He then tells me a different story. He tells me that the items were out of stock and thats why the order was cancelled. He said yes. I said how does that happen?
Why wasnt all of those items marks out of stock on the website? He tried to explain however I do not believe that every item is out of stock. Whats the chances? I said well how do I get my money back on the gift card then because I really need to order a camera now in order for it to be here in time for the conference. He said well it will be mailed to you can you will be getting it in 7-10 days. I explained that was not going to work out and I didnt know why they wouldnt just let me pick out a different camera.
His solution was to give me 10% off my next purchase. Well Thanks for that 10% for all of my trouble. Overall Sears is a horrible company to deal with and I am going to be cancelling my card and will not purchase from sears anymore. I have had a Sears card for probably 8 years but these past 2 years the company has really gone down hill. I have talked to many customer service reps about this issue and nothing has changed. After filling this complaint, I will give Sears 2 weeks to come up with a solution and then I am taking it to the BBB. Im just wondering if i will even receive my Gift Card back with the balance on it at this point.
Back about 3 weeks ago I called Sears about a repair on my snow blower. They came the next day. When I spoke sith an associate the day before he told me there would not be a service charge to come out unless it needed a new part. They had to remove a piece of metal but no part was needed. My husband was charged $221.00 for approximately 15 minutes of work. This was a rep off. First I am told there would not be a charge, then to charge that much? I wish I could work for SEARS and get paid that much. I have done alot of business with them through the yeats but never again. I placed a complaint bith them was told I would get a call back. To this date nothing.
In September of 2012 I purchased a queen County Living Bedspread (Melissa 56958) I was told at the time that this was a new product and the Queen Shams would be in later – I have checked back repeatedly and NO shams in size Queen.
On line you can purchase shams in a standard size 20 X 26 – AGAIN this is not a queen size it is a double bed or standard size.
I think this was false advertising and I cannot get anyone to help me contact the contry living embroderied bedspread to find out where in the US I might purchase the queen shams. I have had this bedspread since September – had I known there NEVER would be Queen Shams available I would not have purchased the bedspread. To make matters worse, I twisted my sister’s arm (Beverly Atkins in San Luis Obispo, Ca) to do the same and now she and I are in the same boat. We get transferred to departs (parts department) put on hold until the line goes dead. It is virtually a dead end.
I purchased a Kitchenaid dishwasher in Aug/2012 , had to call service within a month or so as upon starting the washing cycle excessive banging & clanging was going on . The service man checked to confirm the installation was correct but noise continued & he said I would have to live with it but it will work fine .I put the washer on a few days ago & heard water running downstairs . upon going downstairs water was running from the dishwasher . I turned the water supply off to the dishwasher & next day called repair & service . Dishwasher works fine , installation in question . Not happy with having to wait 10 days to have someone tell me it’s not working . I have purchased ALL my household appliances from Sears over the last 25 years & to be told that I have to wait 10 days for POOR customer service is not acceptable & will never purchase ANYTHING from Sears again . All that can top this off now is to be told it will cost me money to fix now . I purchased a new one not to have issues . Not a Happy customer & Carol @ South Edmonton common should retire or take a refresher course in customer service . Regards , KEN TLUCHAK
I have had problems with both my washer and dryer…They were purchased in Feb 2012. I have called Sears about 20 times and can’t get anywhere. I have had about 3 apts and no one shows up from A&E. Around the first of December a guy came out informed me that the dryer needed a new control board and the washer is knocking and making noise because its not level. I called from day one of installation about washer not being level but sears service advised me its my problem. I finally got in touch with a manage and she said its sears responsibility to level the washer and she would send someone out to take care of it and of course today they guy called and when I answer phone he hung up and then I cal;led back and he hung up again. I called 2 additional times and he sent me to voice mail. He called sears immediately and said he could not get in the gate. My husband was leaving home at the exact time and the gate was open. Our gate to our community opens at 7 am- 5 pm so the guy just used that for an excuse not to work AND IF the gate had been closed all he had to do is to scroll to my name and the gate would let him in. I have been through complete hell since I purchased this Samsung washer and dryer. For a control board to go out only after 7 months and all the problems with my washer. I would like for these to be replaced!!!!!;
please call me at 205-296-2600
On July 2012, I purchased a Kenmore upright freezer from a Sears store located in Queens Village, NY, store #0005133, which was placed on back order and scheduled for pick-up from the store on August 18, 2012. The Kenmore freezer was pick-up from the store September 10. 2012 and soon-after, September 24, 2012, the freezer stopped working. Called the store and request information on how to return the item and was informed that I had to make an appointment for a Sears repair technician to examine the freezer to make a determination if it was a manufacturer failure prior to the store granting me a refund.
The repair technician examined and determined on September 28, 2012 that the freezer stopped working due to manufacturer failure. I returned the freezer to the Queens Village store, #0005133, on September 29, 2012.
Customer service representative and the store manager informed me that I will not be given a refund and I only had two options which were to either exchange the item for another item or take a store credit—store manager stressed that he is not supposed to issue a store credit to customer and I should be happy. The store manager said that my purchase had exceeded the 30 day return policy period and the 30 day clock started from August 18, 2012—the day the item was available for pick up at the store. I explained that I picked up the item September 10, 2012, and the item stopped working after it was picked up from the store.
The customer service representative working at the store was extremely rude and uncooperative. Having requested for the store manager, he refused to issue me a refund and repeatedly stated I had exceeded the 30 day return policy period. Sears appliance return policy online notes that appliances may be returned for a full refund within 30 days for gas powered appliances, and within 90 days for general electric appliance.
Having reviewed this return policy online, I am confused as to why this particular store manager is misguiding customers by providing incorrect information and not complying with Sear’s appliance return policy. The Kenmore upright freezer that I purchased was an electric appliance, and, according the Sears’ return policy, I was within the 90 day return period. The customer service representative and the store manager—working September 29, 2012–refused to provide me with their employee ID numbers to make a complaint, and the store manager explained that I forfeited my right to file a complaint once I accepted the store credit.
He explained that if I accepted the store credit, then I was consenting to agree to Sear’s return terms, at which point I had not option to make a complaint. After having gone back and forth with the store manager for close to an hour, the store manager finally scanned my sales receipt and noticed that the freezer was indeed picked up on September 10, 2012. I ask Sears Corporate Office why this process could not have been followed by customer service representative when I first arrived to the store which would have avoided all the confusion and provided me with the assistance I truly needing. The store manager finally gave me the credit I was entitled to receive, but not without unnecessary aggravation and additionally inconvenience to an otherwise frustrating experience.
This whole situation has been extremely upsetting and this is why I write this letter. No one should be treated like this, especially when they are within the return policy period. Please note that having experienced this, customer service representatives working at this Sears location either do not understand Sear’s return policy or are intentionally not providing customers with incorrect information and are acting upon incorrect information.
More so, customer service representatives should not be allowed to mistreat customers that buy an appliance in good faith. Customers expect compassion and understanding for the great inconvenience they experience when the appliance break down, such as with manufacturer failure which was what happened to me. Additionally, I took a day-off work for the maintenance call, incurred expenses resulting from food spoilage, and was humiliated and embarrassed in the store, then provided with incorrect information on Sears return policy. I write this letter to notify Sears that customer service representatives and store managers need to understand the stores return policy and need to treat customer with courtesy and respect when assistance is needed.
Customers anticipate problems will occur; however, we do not expect customer service representatives to embarrass and humiliate us and provide us with incorrect information, then refuse to offer assistance to remedy the situation. This lack of good customer service assistance only further serves to inconvenience customers. I request for Sears Corporate Office to look into this matter and to established procedures so no other customer is subjected to what I recently experienced.
Had problem with washer making lots of noise. Called sears,tech comes orders tons of parts, when parts come in puts in only to fry the mother board. Was supposed to come next day doesn’t show up, when I call to find out I get a very rude technician on phone named ‘jen’ finally make an appt. with her. Called a day before to confirm the appt Only to be told there isn’t any appt. When I get mad at them and ask to speak to the supervisor ; the supervisor confirms I have an appt for next day. Later in the evening get an automated call fom sears asking to call to change the appt. when I call again there is no record of the appt. and I have to make a new one which is a couple of days later. I was on the phone for an hour with no result, now the supervisor is supposed to call and so far hasn’t. To think I just renewed the sears protection plan for all my appliances. I would sincerely recommend not to get it. Worst service ever and to top it rude customer service which gives you an headache.
I ordered nearly $3,000 worth of merchandise (a Husqvarna yard tractor and a Craftsman rear tine tiller) on April 2nd from Sears with a delivery date of April 11th. I took off work to be home to get my merchandise on the 11th. To help move things along, I called and gave the customer care people the best # to reach me in case they needed directions to my home and the lady put me on hold so she could give it to the driver who was to deliver my items. She then told me I was #6 on their delivery list and that they were currently on #5 – I was next in line! I was so happy! Finally I was getting my wonderful new mower and tiller! So I anxiously await the delivery truck to come down our road. A few minutes later, the delivery guy from Excel calls asking for directions. I gave him detailed directions and I told him I had taken off work and was anxious to get it so that I could mow my now knee-high grass. He asked how far from Highway 380 and 75 he was, and I told him he should be at my home in 30 to 45 minutes.
An hour goes by and so I call to find out where on earth the delivery truck is. Imagine my surprise when I was told there was no delivery scheduled for April 11th, that my mower and tiller was not to be delivered until April 14th. I told the lady that I had taken off work specifically to get my items which had been scheduled for the 11th for nearly 2 weeks! So she reads the notes and comes back on the phone and says the delivery person wasn’t able to come to Bonham and so they rescheduled my delivery. No phone call to me asking if that is okay, no apologies, no nothing!
Let me just be blunt here for a moment – Sears has the worst customer service in the world. Nobody at their company cared that I had taken off time from work to wait on my mower, nobody cared that I needed that mower immediately to mow my yard, nobody cared that I spent quite a bit of money on gas to get to my home. They simply did not care.
I then got online and started looking to see if I can find someone who can deliver me the same mower immediately so that I could cancel the order. I found on the Sears website that they are now offering a free cart with a lawn mower purchase of over $1,299 which mine most definitely was. So I called customer care and they told me they could not give it to me, even though I lost a day of work and tons of gas in going to my house waiting on your delivery truck which never came. If Sears now offers a promotion that I qualify for, and my mower has not yet been delivered, I should be entitled to receive it. I do not understand how they can expect to screw customers over like this and then not honor promotions that you have going on. It was through Sears’ own negligence that I did not get my mower and tiller, so I should be entitled to this cart.
So if you order from Sears, just know that you cannot trust anything they say. If they will treat a customer who spends $3,000 on merchandise like this, they will treat customers who spend less even worse. Do yourself a favor and buy your merchandise from a local merchant. A local merchant will appreciate you and will do anything in their power to keep you as a good customer. Sears is just too big for its own good. Nobody there cares about you because if they lose you as a customer, they have so many others that they just don’t care if they lose you.
Sears Hardware and Appliances – Franklin Farm, Herndon Va.
This store has some the most unprofessional people you will ever meet. I walked in and there were 5 guys gathered around front “Key” machine, laughing and just cutting up. You could tell my their attitude they could care less about their customers. I came in for an item – which was on sale, of course they did not have the sale flyer from the morning paper and were totally unaware of the sale . . . these guys also knew nothing about the product and were really just a bunch of “Punks” wasting time – fairly belligerent and didn’t want to be bothered. After the item rang up at full price – The guy at the register told me to pick up the item from the check out area and bring it back to where I found it so he could check the price. After going to places like Home Depot and Lowes you can understand why Sears has gone downhill. They hire all idiots that Home Depot and Lowes wouldn’t take. (LOL)
We ordered a dishwasher for our tenants from the Sears and later Kmart website 5 times and it still hasn’t been fullfilled! The first time our ordered was cancelled by the Sears fraud department because we used our Sears card and they assumed it wasn’t us because we haven’t bought anything in about a year. The second and third time the dishwasher we ordered was out of stock.
The forth time the online sales agent didn’t order it at all – because most of Sears/Kmart online business is outsourced and it’s hard to understand the agents let alone that they understand us. Don’t get me wrong I’m not against foreigners – I’m a foreigner myself – but I have been asked over the phone to spell every single word including my house number!!! by one of their agents in India. We were NEVER notified by Sears or Kmart that anything was wrong with our order – no emails or calls.
We only found out that something was wrong when the dishwasher wasn’t delivered. When we asked why nobody from Sears ever send us an email we received rude comments from their agents that we didn’t check our junk mail and that the emails informing out have been sent out. We even asked them to double check the email address they have on file and only found out when we placed the last order that our email address was miss spelled in their computer.
The fifth and last time we placed the order we finally received a confirmation email telling us that the ordered would be fullfilled by March 13. Today !! I receive an email from our tenants that the dishwasher still hasn’t been delivered. As I check my email account – there is no notification and on the Kmart/Sears website there is not even anything listed about my order.
No information to us and no info of why our order hasn’t been fulfilled or cancelled. We are so frustrated right now that we will CANCEL our Sears card and will NEVER order from Kmart or Sears again!!! We will go ahead and order the dishwasher from a different store now. This has been the worse customer experience with a store we have ever had.
We have bought all of our appliances from Sears in the past and have been a loyal customer for over 10 years! With this experience Sears and Kmart have not only lost a loyal customer – I can assure you this. We will also send a report to the BBB and post a review on other websites. In times like this you don’t have to wonder why companies like Sears and Kmart are going under, right?!
Luckily there are other companies out there who really honor customers and not drive them away and luckily for us there are plenty of other stores we can chose from.
I have made big appliance purchases at sears before and been happy so im very familiar with you’re price match up policy on 3/2/12 i called customer support to ask a question about youre policy…. this to be specific (If you find a lower online price (including shipping, handling and delivery) on an identical branded item with the same features (in Consumer Electronics identical brand and model number) currently available from a local competitor’s retail store honoring its own online price.
And the item is currently available for sale and delivery in your area, Sears will match that total price, Plus give you 10% of the difference. Just print the ordering page, including shipping, handling and delivery, and bring it to your Sears store at the time of, or within 14 days after, your purchase. If you are purchasing the item from sears.com, please fill out a Price Match form.)…..so since my price match was from lowes.com and it said free delivery the agent (15272) agreed and said yes i qualify but i had to purchase today ….
I agreed since it was a great deal( so i thought) at first he had some issues on his side looking at the website but finally got in when he said i qualify for price match up and free delivery and setup i actually changed from the white stove to stainless steel which is more because you guys gave me such a good deal!!!!!!!!!!!!! he gave me a price match up ref # which is 19074 was very persistent i write that num down …. we were on the phone for a long time to get all the numbers correct!!!! even had to make a third party call for payment ….
he inform me he couldn’t make a price change so what would happen is he would charge the full amount ( regular price plus delivery) then i also added warranty and removal then go right back and credit my card the difference (167.09) which would take 3 to 5 days i agreed didn’t see a problem with that…..well after checking the order status i see were he deducted 69.99 for delivery (which he had to get that from somewhere…. hint lowes.com because you guys don’t do free delivery unless purchased with sears card) but saw the regular price …at first didnt think nothing of it since i thought it would be credited on the card but then i had doubts so i contact customer service by chat …
she informed me i didn’t qualify and the ref # he game was invalid i didn’t have a lowes near me (7.1 miles away from home)…i explain her the situation and all she could offer me was 5% for inconvenience well im not very happy with that because that was not what i agreed with when i purchased the stove nor was she really listening to what i was saying she kept telling me to call in and speak to a manager …the only reason i used sears cause i know about the extra 10% if not i could o went to wal mart where they have the stove as well and they would of price matched and deliver a lot sooner ( spoke to manager so i knew they would do it) instead i went with you guys …
i didn’t mind a later delivery cause of the price but now i have OVER paid have to go by my own gas hose cause you guys didn’t have it and wait a week for the stove!! non the less i didn’t receive the the great customer service i usually get from sears!!! so after chatting with rep i called in like the cat rep told me to do and this rep was very nice after some looking into saw were the stove IS available and doesn’t understand what happened ….she said she sent the case to a higher level will see what happens but right now i feel trapped and played for a fool!!!
feel like the first rep was just saying yes yes yes to everything and just charged what he wanted!!!! i cant cancel the order because you wont refund the warranty so i guess lesson learn and im going to never trust and make a purchase from sears which i normally use a lot being military its one of the stores that is always around!!!!!! In ending i am not happy with this whole transaction and definitely not happy with rep 15272 I hope he is not allowed to con another customer!!!!! i have NEVER experience this!!!! especially after proving i was correct!!!
Even the last rep saw it! I have all the number and print out add from lowes which expire tomorrow and instead of helping me and investigating because obviously something happened you guys offer 5%!! (off your price) Very disappointing
Thank you for your time
We ordered a Sole elipitcal from Sears and we were called and told we could pick it up on Friday. We arrived and submitted our receipt. After waiting about 25 mins., a representative came out and told us they could not find our order. After being ignored for another 15 to 20 mins. it was determined to not have been delivered. After many other attempts to satify us, they went to work on reordering the product. No one appeared to have a clue as to how to go about this. They tried on different computers and 2 different managers and a salesman.
After another several attempts to reorder without success, they drug us around ro the front of the store and tried to do it again. At this point they decided we needed to bring in our Sears credit card. It had not arrived in the mail yet. They said to just “swing by and present it.” We live about 50 miles away. After punching in more numbers and calling for more help, a Sole eliptical that was around $1500.00 was now showing over $2200.00. That was the last straw. At this point and 1 hour and 35 minutes later, we cancelled the order. Unbelieveable.
This is the Sears store in South County Mall, St.Louis, Mo.
-The first situation is receiving a very important appliance. I purchased more than $10,000 worth of appliances from Sears in October 2011. At first, the Sears sales associate “forgot” to order a blower than goes with my vent/downdraft for my kitchen. Finally, after weeks of calling about the blower a manager ordered the item in November 2011. However, it is February and the blower has still not been delivered. They are now saying it is going to be March 2012. I cannot wait that long and I want to return the item. I had to order the item on the side which was another nearly $600.00 The store where it was purchased was suppose to return the blower and call me.
Again, I have been waiting and no one has called!!! The appliances were electrolux. I would NEVER allow SEARS to represent my company!!! -My other complaint is returning a part. After ordering all of my appliances I needed a trim kit for my microwave. The sales associate was suppose to give me the appropriate model number to place the order from home. After ordering and receiving the item it was the wrong color. My appliances are stainless and the trim kit was white. I simply need to return the white trim kit. I went ahead and ordered the correct color after weeks of calling and trying to get the appropriate numbers.
However, I have been trying to get a return receipt emailed to me for one month and can’t get them to email it. They say they are going to, but never do. After speaking with sears five times and several weeks and trying two email addresses…still NO receipt. I even took the trim kit to the store and the manager there called and spoke with the online sales people. They said to sit the appliance out and within three days UPS will pick it up. It has been six days and still no UPS pickup. I have left the tappliance on my porch day and night. So they cannot say it was no there!
The microwave is frigidaire. Once again, I would NEVER allow SEARS to represent my appliances! -On a final note, the double oven I purchased are not heating and the face lights are burnt out. The repair associate is “suppose” to come here on Wednesday. Again, these are ELECTROLUX!!!
The Sears autocenter #6220 at Eastland mall in 2765 S Hamilton Rd., Columbus OH scheduled my truck for repair. The schedule was for 1 and 1/2 to 2 hours. After waiting for two hours, the shop manager told me that a technician had gone home and that they did not know when my car would be finished. I had the option to wait without an estimate of when the car would be repaired or take my car out of the shop. I was also given the option to purchase the part received from NAPA if I wanted to have someone else do the repair.
My 1995 Ford F150 needs the starter motor replaced. This is a very short duration and uncomplicated R&R procedure. I will go elsewhere. This is not the first time that the Sears autocenter here and other stores have disappointed me. I do not expect to ever again ask any Sears to perform any autorepair.
I am very disappointed with Sears. I want compensation for my time and travel. I came to this Sears from the Candlewood hotel in Gahanna and spent two hours waiting.
After saving for a year and a half after my husband passed away I was able to pay to have my homes HVAC unit replaced BY SEARS. So I hired an installer to purchase and install this for me. Exactly 2 months after this $4800.00 purchase and install the unit began leaking freon on a regular basis having to refill it every couple months. The installer was very helpful for a while refilling it for free while telling me that if I went to any other source for repairs he would cut me off. Well finally he wrote me a letter stating that the unit was a lemon, Heil Comfortmaker 3 ton unit IS A LEMON. Well my son has been trying to help me contacting Heil Corporation, who is very rude and blames everything on SEARS, we cant get anyone on the phone at Heil at all.
So, when we contacted the Sears corporate office the man on the phone told us he would wave an inspection fee of $69.00 for us as a courtesy. So, we paid $4800.00 for this unit, and have now replaced a couple relays that cost over $100 a pop, freon refills now cost $250.00 every other month and we have had to replace 2 thermostats in the past month. And they want to help us out with $69.00 on something that should have never happened, SELLING A DEFECTIVE UNIT. So I asked to speak to someone in the Presidents office, and that GUY tells me I am waisting my time cause he will just send me back to him everytime. How unprofessional is this? So is there anyone out there that can help???
Is there anything that can be done?? Before I get the BBB involved or FTC, or surrounding News Investigators involved, or post hundreds of youtube videos around about this poor customer service, is there anyone that can help, or anything that we can do to get something done about this.
Hello. My name is Al and I live in Florence, KY. My mother recently bought a Kenmore Refrigerator online and had the address to be shipped incorrect. When we called to change the address on the shipping information they kept us on hold for 23 minutes then transferred us to someone they said could help. After being on hold with this person for several more minutes we were told that they could not change the address for the shipping. I thought this was ridiculous. We had to cancel the order and redo it. My mother got fed up and decided not to purchase the Refrigerator from Sears anymore.
I just did not understand why they could not change the address because the person(s) we spoke to were barely understandable. I understand that this is not your fault but all I wanted was a result that could benefit the both of us and instead I got nothing.
2 years into a top of the line Sears elite Washer, $1699.00 and it is junk, the repair agreement covers $500., it costs $664.00 to repair so they offered us a voucher for $500 to buy a new one! Like I would want anything again from Sears, this is so outrageous that it is near fraud! Why and How can a computer go out on a washer that is 2 years old, there are only 2 of us in the house. Our laundry needs are maybe 2x a week! My husband is appalled at the cost and the lack of standing behind their top end appliances! Never buy Sears, you are only asking for problems.
Dear Sears, I will never do anything through you guys again! Your business is crap. When something is suppose to be covered under warranty or if something is screwed up on your end, it takes you forever to get out and fix things and then you charge out the butt. Any loop pole you take in the warranty, you take it.On another note, everyone’s time is valuable and when you don’t show up during the time you are suppose to, you call. I shouldn’t have to call you to find out “why you never showed up, and you should NEVER tell someone that you just didn’t fee like making it out there today.”
I would rather pay someone else DOUBLE than deal with your company. Everyone I dealt with was extremely rude and unprofessional! I will be spreading the word all over to NEVER do anything affiliated with you again. I truly hope you go out of business or learn some proper service!
I purchased 4 Gladiator 30″ storage cabinets on line from sears and they delivered them to the store. The people at the pickup location were outstanding. I went into the store to buy track to hang them and I couldn’t find anyone to help me. This is the second complaint this year about not getting help. Lastly, the store had the same cabinet on sale for $ 20.00 cheaper than I had just purchased them for. I emailed the Sears site where I bought them and I have never received a response. My order and confirmation number is 280234986 and the barcode number is 093001389363.
Sears advertises the lowest price and I want $ 80.00 refunded to my credit card, $ 20.00 for each of the four cabinets. Sears service has gone downhill from the old days when I first began dealing with Sears and Roebuck.
Bought a range hood a few weeks ago. Turned out to be a 700.00 dollar referbished piece of ###… Anyhow, this range hood has a tendency to turn on when it keeps the rangehood lights on permanently. Sears, “technicians’ have been over twice and still no result. I called, pleaded, argued, and almmost got into a physicall confrintation due to the current staff. What ill do i dont know… but… I have come to reallize that franchizing is what is killing customer service and the reputation of sears. It really is no different then buying a excpencive car. Having problems with the car. And nobody to help you with it. It is insulting …
Thanks to my anti sychotic pills, people at that store mangaed to live another day… Also, the coller your skin really affects the attitude of the staff. Thirty years ago I to was an imigrant, but instead of excpecting things , I adjusted and worked for what i wanted… Just because my subureb has been infested, sears has no wight to support them jst because they could afford the franchise.
i purchased a mattress and box spring to be delivered to my daugfhters apt. i paid for delivery and haul-away. When items were delivered, drivers told her that they did not haul away anything. i called sear delivery and wanted to know why deliverymen would tell this and also asked for a supervisor to call me since i would now be inconvenienced for hopefully the haul away that i had paid for. i never received a call from either delivery to reschedule or a supervisor to file my complaint. I gave up and paid someone to get the old mattress and box spring.
Only to find out when they get there that the deliverymen had stood the new mattress and box spring on their side up against the wall and never even removed the plastic coverings much less set them in place for her on the bed. i cannot beleive the absolute horrible experience this has been with sears. i have always purchased all my appliances from sear in all my years. however, thanks to this purchase i will never step foot in a sears store again in my lifetime and will be sharing this story with as many people as i can.
To whom it concerns, I am very displeased with your company, I purchase all my appliances from Sears, I highly recommend all my family & friends to Sears. Needless to say I will no longer be recommending Sears. I was scheduled to receive my delivery Oct. 15, 2011, When it arrived to my residence it was damaged. I was then told it would be delivered the morning of Oct. 16, 2011, I waited and waited, I then called, and was told my delivery was in route to my home. I continued to wait, I then called back within the hour, to be told my delivery never left the warehouse, for some reason it was suppose to be damaged also, but I was informed it was in route,
when in fact it never left the warehouse.
I never received a call about any of this, I called and to my surprise It never left the warehouse. I was then informed that it wouldn’t be delivered til Oct. 18, 2011. My time is valuable also. No one called to verify if Oct. 18, 2011 was a good date for me. I had the utmost confidence when I made purchases from Sears, needless to say I no longer feel this way. Whereas I was willing to pay a higher price than I would at Conn’s due to my high standards for Sears. I am very very disappointed. I received less than good no where close to the perfection as usual from Sears Co. I really hope you all do a better job with others.
Your reputation is really going down because of the incompetence of the employees and or employers neglect to your consumers. I must stress again I am very, very, very, very dissatisfied. I really hope in the future Sears do better than what I have endured.
I build cabinets and install appliances. With all appliance companies I have found complete specifications for their appliances on line, especially ‘cut out dimensions!’ Not so with Sears Kenmore. After trying online, I called for help. Only to find a dead end and a bad attitude. I had to go the the store, where I was showed a book with, cut out dimensions. The sales person look at me as if I had two heads! We can’t receive the appliances, with the installation book until a later date and the building needs to start sooner. SEARS…show more specifications especially cut out sizes on line….please…I wouldn’t recommend Kenmore kitchen appliances.
I am sure you receive a lot of these emails, I am 85 years old and my lovely wife is 82. We have been a Sears customer for over 40 years, never had a problem. Until last year we bought a refrigerator paid 1300 dollars for it which is a lot of money for us. It worked fine for a few months then started to have problems, the repair guy came out a few times but it still didn’t work right. Sears decided to replace it which was a great idea, we had that one for a few months and the control board went bad, repair man came out again but the factory kept send wrong part finally the right one came and it didn’t fix it so we decided to exchange it for a smaller unit.
we got that refrigerator in August of this year, it was delivered with missing parts but worked so they ordered new parts for it. We had it for a month and it started to leak water, then it started to freeze food in the refrigerator part, lost food, and the parts they sent 7 times were wrong. Repairman came out 4 more times and the thing has not worked since. I called and called but kept getting the run around, finally I got some one in resolutions who said the would remove it and refund our money. Let me say something about the bill, original bill was 1300.00 dollars, we exchanged that refrigerator with this one 900 dollars.
Sears has not repaired the bill so we have 2200 dollars worth of refrigerator expenses and a refrigerator that doesn’t work. Sears has not given our money back on first one. Back to resolution hot line, first they said no problem we will fix this remove it and refund money Great! Then we get disconnected I call back get another person who said same thing she puts me on hold and we get disconnected again, call back get this rude lady who says no you will not get money back and writes a case number #3820371, so I ask for a supervisor because other ladies agreed to refund money and take it away.
It takes the supervisor 6 hours to call back only to tell us he is sorry but nothing he can do but exchange it. The way I look at it we bought the original one had it exchanged, once it didn’t work we bought a new one in August, it has not been 90 days so we should get our money back. I use to think Sears was one of the backbone company’s of America, but I am ot sure now. I worked for GE for 42 years and I know we would never treat our customers this way. Not an 85 and 82 year old over 900 dollars. I would just like some one to come and get this broken refrigerator out of my house and my money back. Thank you for reading this hope to here from you.
MODEL #LMX25964ST100 serial # 008KRUC00694 can not get a repair tech or any replacement through manufacturer warranty. I bought it in 11-20-2010 and freezer dont work or ice maker and it runs constantly. So I have unplugged it after 6 days of straight running cause I was afraid it would get to hot and catch on fire. Can some tell me what I have to do to get it taking back since it has not been fixed and run so much! It is a Double Door LG refrigerator and I have talked to LG customer service for a whole week and still cant get nothing done and even contacted Home Depot where I bought it and a extended warranty but they cant do nothing.
It is still under manufacturer warranty.. So needless to say I probably will never buy another LG product… but would like mine replaced or refunded for it!!!
I bought a new whirlpool washer at sears Middletown on 8/13/11. I picked it up, took it home and installed it on Friday. Dead on Arrival. Called whirlpool warranty… just after 5pm. A nice young man in some other state was able to tell me that there was nothing I could do to fix it that night, so onwards to scheduling a service appointment. Increasingly hard to maintain contact, Customer service reps (CSR) go repeatedly through pleasant sounding scripts taking all demographic info, then lose the call and don’t call back.
An appointment can be made for a service call several weeks after I bought the machine, the Tech says, it needs a new control module which will be shipped to me, earliest date to return is two more weeks (9/15/11) I escalate as high as I can go through CSR department to no good result. Today is 9/15, and the tech calls to say he is on his way. I ask if he has the part, he says UPS dropped it off, is unable to give tracking number or drop off date. Says CSR will call to reschedule. CSR calls while I’m on the phone, leaves voicemail to call back. When I call back, is unable to schedule appointment to install part any earlier than 9/26/11.
I complain this means that I have to drag my laundry off to a Laundromat for another two weeks, but “eva” remains unmoved, that is absolutely the earliest she can schedule me for. I had tried calling the Sears store I bought it from, but am unable to reach department or store manager. Some of the people I talked to include “Leona”, Brian, Ethel Bartoli, (a brand central mgr), France, Matham, Dorothy, Lamarr, Jaime, and Trish. I also spoke with “James”, who answered the phone for William Crowley, who was unable to be of much help either.
When I bought a new machine from Sears I expected it to work, Not to have to pay a penalty in time and aggravation because Sears customer service is not consumer friendly.
Did not honor tire price or rebate. I got a quote for tires online at Sears Tire Center for the local Sears store for both my dads car and mine. I went to the store with my dad and he purchased his tires at the quoted price. Fact is they even lowered the price by a few dollars. It’s to early to tell if he will actually get the $160 rebate promissed him though. I went in two days later with my printout for the exact same tire type just in a different size and was told after several minutes of trying to be sold a more expensive option that they would not honor the price quoted me.
THE DEAL IS STILL ON THE COMPUTER!! So I didn’t get my tires at Sears and didn’t get my $160 rebate. I ended up having to shell out an additional $100 for tires elsewhwere…I am PISSED and Sears has lost another loyal customer. 83ebf4
On May 24, 2011 our Bosch diswasher we bought from Sears in 2003 began leaking. I called for a repair service and a tech came out. He used like a magnifying glass and look around but cld not find anything – cost $109. Diswasher still leaking I called Sears again for a tech to come to my house, same tech sent out this time he “found inlet water pressure to high redcued input water pressure, checked operation”. The charge $144. Later than day my daughter came home and asked why I paid again and I said your right, the reason I was niot thinking will be revealed later.
I can’t the check and immediately called June 10 and told them I had canceled the check. She stated they would send out “Sr Tech”. Over Memorial Day weekend we went camping and when we returned the whole floor was wet clear thru into the garage. Called Sears again and talked to another rep who told me I never should of been charged for second visit and I have 90 day warranty from the time they come out. On June 15, 2011 they sent the SAME TECH out to my house and I finally kicked him out telling him I did not feel comfortable with him working on the dishwasher and asked him to leave. Before he left I made him sign a that he confirmed the water damage to dishwasher, kitchen floor and garage.
On June 21, 2011 a Sr Tech came out and replaced the water inlet valve, I paid him again $9403. The problem is now fixed.
I made claims with there claims office. She advised me to send pictures and get two estimates which I did.
On June 23, 2011 I received a Demand Letter for payment on the stopped check from TRS. I disputed the claim and sent in my letter July 11, 2011. On June 25, 2011 I received another Demand Letter for payment from TRS. Again, I sent in disputed letter. This part finaly got taken care of.
I called Customer Solutions on 7-7-2011 and talked to rep about being sent to collection agency. She stated she would have someone call me. No one called.
I called again on July 8 – no return call
I called again on 7-11-2011 and talked to rep who stated she sent message for tech manager to call me back within 24 hours. No one called me back.
On 7-22-2011 I called and talked to another rep and stated I was not going to be calling again and if they sent me to collections we were going to court.
On July 25, 2011 my husband was diagnosed with Stage 4 lung cancer, brain cancer, espogas cancer. We flew to Arizona and was down there for 3 weeks.
When we got back I called the claims office to see where we were. She stated I had to get ahold of the Bosch Manufactured and send in faulty part ( which I thru in the garage).
I called again on 8-4 and left message for claims office. No return call.
On August 24, 2011 I finally received letter from TRS that they have charged back fee.
On August 6 I again talked to Sedgwick CMS who explained I would have to talk to the manufacutre myself. Well guess what, the manufacturel wanted the part which I had through away.
The damage was done by Sears yet they refuse to fix the problem.
At this time I do not need additional stress in my life as I have my hands full dealing with my husband. I will never shop at Sears again. They have lost all sense of what customer service is.
Why would I have to deal with the manufacture when in good faith I dealt with Sears. This claim is only $ 1,510 for replace the sub floor and lay tile down. I will never buy from Sears again and am very disappointed in them. Small claims court here we come!!!!! but we very aware the $ 1,500 just went up to addl $5,000 for pain and suffering.
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