Sears Complaints Continued... (Page 7)390+ reviews added so far. Upset? Call Sears corporate: 847-286-2500
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.
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.
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 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!
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.
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 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!
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.
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