Sears Complaints Continued... (Page 4)
411+ reviews added so far. Upset? Call Sears corporate: 847-286-2500I 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
Denise Flores
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.
Charlie Thompson
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.
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.
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.
Sincerely,
Jane Borne
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.
Sincerely,
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.
On January 28, 2011 I paid Sears $413.51 to fix my refrigerator-freezer and I thought they fixed it. On that day I thought they fixed it so I bought a Pretection Agreement from the tech. Months later it started doing the same thing. Not freezing. I called them back out and instead of checking the board that they had replaced in Jan. the tech said that was not the problem and fixed something else. Well instead of Sears refunding me the money for the first visit they know I bought the protection so they just send another tech out. Now here it is June 2, 2011 and the problem with my GE Refrigerator is back again.
Still not freezing. Today when I called Sears customer care they said tough luck. The customer care guy was rude, act like he did not give a care about the complaint. I have always bought my appliances from sears but not anymore.
I 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.
Sincerely,
Mr. Davis
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.
I have a Craftman lawn mower that I brought from Sears. I called the 1-800 number on the Craftmans owners manual so that I could have my mower serviced since it had been a couple of years since if had been serviced. The lady quoted me a price of $89 because they were having a special. I told her to go ahead and make the appointment. When the guy came out to service the mower he quoted me $180. So I called the service department as well as the customer solution department after being hung up on and transfered all over the world. They told me that there was nothing that they could do and that I had to pay the price that the techinican was charging me and not the price that the service department quoted me.
They could not explain to me why I was being charged two different prices. Nor were they trying to work something out with me because of the two different prices. I explained to them that I had the $89 that the service department quoted me but I could not afford an additional $80 that I was being charged. And if she had first quoted me $180 I would not have made the appointment because I know that I could not afford that. These people were unprofessional and could not provide me with any explanation or solution. They could have cared less because they were not in the situation.
I fell that everone needs to be on the same page when the are provinding information to customers. They wanted me to wait four days while they were to view the information and get back to me but the techinican could not wait four day to get his additional $80. And thats not saying that they would have really viewed the information and gotten back with me. Sears has lost me as a customer. I will never step foot into another one of their stores because of there non caring attitudes. They will never service my mower again. And I will put the word out for anyone who is considering Sears for anything.
I have had maintenance agreement with Sears for many years (5+) and the service is getting worst every year. My freezer is failing for third time this year. Every time I call Sears, they tell me it will take at least 7 or 8 days before a tech can come out. In the meantime, all my food goes bad and Sears will only replace the food the first time ($250). I have lost over $800 worth of food already (I have a full size upright freezer). The freezer was fixed the first week of March and it’s broken again (April). I tried to schedule online (not successful), tried chat (it hangs) and called 800 number.
The first time they told me to call back next day since they don’t deal with service agreements. I call back the next day. When I call back, they tell me to call back the next day again so a tech can talk to me on the phone. And the earliest appointment they could make is a week from today – so all my food in the freezer will be spoiled once again.
—– My advice — DO NOT BUY Sears Service Agreement —–
See what they did to me. http://www.youtube.com/watch?v=WpBJYlTPIsY In 2002, I had 25-year roof shingles and ventilation installed by Sears Home Central in Ottawa. The day following the installation, I contacted Sears expressing my concerns about the location of the Maxi Vent they had installed. The salesman came to see and insisted the ventilation was fine. In the summer of 2009 I noticed the shingles are cooked, curling, breaking and leaking. I get huge ice dams in the winter, causing water to back up and drip inside.
Cause: Their own representative finally came to inspect it in July 09 and told me that the ventilation they installed was done incorrectly, causing excessive heat buildup in the attic, and it is Sears’ responsibility. He also said that they would fix the ventilation and reshingle the roof at no cost to me. Since then, all I get is runaround, excuses, gobbledegook and outright lies from the local Installation Manager in Ottawa and from Customer Service. Be warned. If you need any work done, find another contractor than Sears.
Update— I had the whole job redone at my expense in April 2010. The latest BBB report on Sears at the time.
BBB Rating April 17, 2010
Based on BBB files, this business has a BBB Rating of F on a scale from A+ to F. Reasons for this rating include. 669 complaints filed against business in the last 36 months. 11 complaints filed against business that were not resolved. Failure to respond to one complaint filed against business. One serious complaint filed against business.
I purchased this washer in may of 2007 I had sears out to fix the same problem 6 times they are scheduled to come out and fix it again on the 21st of April for the same problem. I have demanded that sears replace this washer as they cannot fix the issue. It keeps eating my clothes and plugging the pump. The last time the service man was out to fix it he informed me that I should use a laundry bag to keep this from happening again. I have been using this laundry bag since the last time my washer plugged, however it became clogged again after only 6days of use and i was using the laundry bag as requested.
I am not happy with this purchase and I feel that I have been taken avantage of. If this problem is not resovled soon, I will be letting all my friends and family what a rip off this Kenmore appliance is. i will never ever purchase another Kenmore product due to the problems I have had with this particular washer. I am requesting that I receive a new washer withing the next two weeks. I will be contacting the consumer industry with my complaints until I do get this resolved to my satisfaction
Dear Sears Corporation, We ordered a washer and dryer from you almost 3 weeks ago. The sales guy put our delivery off 2 weeks without much reason why, saying it would take that long to get the washer. The day before we were supposed to get them delivered (2 weeks later) the warehouse called us and said we would be getting our dryer in the morning. Confused we asked about the washer was and we were told that they never ordered it. Upon hearing this we went in to Sears the next day to figure it out. Come to find out that they since discontinued that washer, they said that the best that they could do for us was sell us the floor model for 10% off.
I think that this is unacceptable, it was not in perfect condition. It was dirty and scratched up, but we decided to take it because we didn’t think we had any other options, and they promised us that when it was delivered it would look new. They said they would clean it and touch up the scratches with paint. We were excited again to get it, really happy to have figured it out since our washer and dryer had been broken for 2 weeks and we have dirty laundry everywhere. We have been hand washing and laying out to dry the important clothes since we figured it would only be 2 weeks.
So then they called this morning to say they were delivering our washer today…no dryer. Which was very frustrating because our sales guy promised that everything was handled this time. They told me they were going to have to reschedule our delivery. So after sitting on hold and arguing with them they finally got my dryer on that shipment to be delivered today. Then when they got here and the washer is filthy, covered with tape and dust and the scratch they said they would touch up with paint they didn’t…then they were supposed to haul away the old ones, but had no room in their truck so they are now sitting in our driveway…
I am very disappointed in the condition of our washer and the customer service we have received from Sears and annoyed with the fact that on our first home purchase in our adult lives we splurged on a nice set and it looks the way it does and were treated poorly. We are living in an outdated house and in the future will be needing all new appliances, and I just don’t know how we could possibly go to Sears again because of the terrible service we received. I know that a $900 set is not the biggest sale that our salesman could have gotten that day, but he handled it as though we didn’t matter and that we should just be okay with simply adequate service because we were getting a deal on the set.
$900 is a ton of money to us even if it isn’t to him or you. It is a paycheck and a half for our household, so we would expect better from Sears. I am so sad that what I was excited about 2 weeks ago is not making me regret our whole decision…we should have just bought a used set, which is what we would have done had we known that we were going to have to deal with all of this. Aren’t you supposed to be excited about a big new purchase? Especially your first one as a married couple? I am so disappointed with everything; thinking about it brings me to tears.
Sincerely,
Rebecca Johnston
I ordered a Sears YT 4000 Yard Tractor. Delivery was at the end of the 2-4pm window and that was ok. The delivery person was given a Ford truck which had real bad transmission slipping. My driveway is long and uphill. The half ton Sears truck barely made it with my guidance help and many tries to keep tranny from slipping. The tractor was strapped to the bed of truck and he had two ramps to guide it off bed. There was no way he was going to do this by himself. Both myself and my wife helped him roll it off the truck with substandard ramps. After all that, he found that the keys were missing in packet.
He said he would bring them back to me on his way home after work. The poor guy was in no way able to remove that heavy piece of equipment safely and Sears management should be at fault for the lousy service I received. I’ve bought from Sears for years and has been my preference. My last two sales (Stoneridge in Pleasanto, CA and Jackson CA) were far less than satisfactory. Again, delivery person was fine, but as much a victim to unsatisfactory management as I was. Makes me retthink about future sales at Sears.
On April 11,2011 I had a Sears Maytag washer delivered to my home and one of the men carelessly pushed my washer into the laundry without using the dolly. He put several dents in my washer. The I was told by him that he couldn’t get the hoses to the old washer off/and for me to get the maintenance my at my apt complex to change the hoses. Our maintenance do not change washer hoses in apt. He the hooked up the hot to the cold and the cold to the hot. He did not test to see if the washer was working correcting.
I found this out when I ran a cyslt to get the debree out of the washer tub. I made 3 phone calls to schedule someone to come out and correct the problem. They couldn’t find me in the system neither time. I then had my ex-hysband and sister call Sears to try to schedule someone to come out. Once again I was not found in the system. I am not happy at all with Sears. If I had not given my old washer await, I would have the new reuturned, if I could get a delivery person to ever pick it up.
I will never do business with Sears again, and I’m cancelling the 3 yt service contract I purchased. A very unhappy former Sears customer.
I ordered a mattress in February 2011 from Sears. It did not arrive, when I called they said it must have been lost and they reordered it. It finally arrive in April 2011. However, I was sent two mattresses. The men who delivered the mattress refused to bring it in the house (i am 70 years of age) and the catalog specifically said they would bring it in and place it where I needed it. So they told me they could leave it on my porch or anywhere they wanted. They were not obligated to actually deliver it. Now I have received a bill for two mattresses from Sears (I returned the second one with the drivers). So fed up with this.
I had an appointment scheduled from 7-9am. Someone finally showed up at 11:30 when I was no longer home and he left. Then he came back alone four hours later, even though I had told them that two people were needed to take down and lift back up the stacked dryer. The bottom line was that we had to reschedule for a week later. Then Sears told me on the phone that my appointment was not for 7-9 and that there was no note about two people needed. They wasted many hours of my time and the tech’s time. This has to be the worst communication system I’ve seen. The Sears techs are good but the company is too big and centralized and one person doesn’t communicate with the other. Lots of wasted time and frustration before they do the job.
i made a purchase online for a jump station from sears. got an email stating item arrived at requested store. took off work (overtime $36.00 + an hour) to drive to a store over 38 miles from my job to pick up item desperately needed. after an extended amount of time,i was told i must have misread my email. unsure, i left, went to autozone and purchased similar item because i couldn’t wait any longer. went home, reread my email from sears stating my order was indeed at the sears store i just left. called store and sales attendant stated that indeed my order was there.
really upset i then called a 1-800 # and cancelled my order. supposedly my sears gift card was supposed to be reimbursed within 24-48 hours, still shows no such action. now you have an EXTREMELY PISSED OFF customer that has been loyal to sears for many many years. my last 3 ventures with sears (2 online) have been bad experiances. please give me my money back, don’t lose a dedicated customer and please try to get back to your old dependable ways. disgruntled but still trying to be a faithful customer, Tim Jones
Non-deliverly top of the range Microwave from Sears. I order a top of the range Microwave on 3/20/2011. I schedule installed and delivery to be on $/9/2011 I found out that, I was going to be home on 4/4/2011 until 3:00pm and call on 3/30/2011 to change the date to 4/4/2011. It has to be done by 3:00pm they said they will tell the Sears tech that. Ok got a call from the tech the night before the install this was on 4/3/2011 at 8:45 which was kinda late for for me I was already asleep and He said I will be there between 1:00pm to 3:00pm I said un ok . I was going to see if they show up on time or before 2:00 this time.
The next day he did not show up within his window time so I call back at the number I got the call from and told him who I was and he had no clue who I was he said hold on a minute I could hear him wrestle with the papers . then he said I had you down for 3:00pm I told no you said 1:00pm to 3:00pm than he said we are behind so it going to be after 3:00pm I told him to cancel it because I will not be home. He said ok and that was the end of the call. I call sears installation dept to complain and reschedule it for 4/09/2011 and want it done before 3:00pm She told me she will make a note of it and tell the techs that or if they can’t get there before 3:00pm give them a call back .
At this time I already had it with sears but was willing to give them the chance to come through. Ok its 4/8/2011 at 8:50pm I get a call from the techs they said we have you schedule for 2:00 pm to 6:00pm my Husband told no that not what we agree on the tech was like um we have the papers that said from 2:00pm to 6:00pm so my husband says ok but I am not happy with the window time the tech say good night and hung up. On 4/9/2011 they show up 5:30pm with their tools and didn’t not see a box of a over the top range microwave. Didn’t say nothing just waited to see what the techs were going to do. They go to the kitchen where me and my husband had taken the vent-a-hood down and pull out the stove for them.
They ask where the microwave is? I was like WHAT?!?!? You got to be kidding me. I told my husband it’s your turn to deal with this. He asked them where is the Microwave they said you are supposed to have it. My husband said no it was a delivery and install. They said will our papers said to install no deliver here. My husband said can you find out where it is they said YOU HAVE TO CALL SEARS ABOUT IT. At this point I am really pissed and want to cancel the whole thing. My husband got on the phone try to call the installation dept guess what they are having tech problems their system crash which I find hard to believe because they should had other data center that could pick up the calls
So we got nowhere that evening. Waited the next morning and call the direct line and spoke with a manager of some sort she said they could not do anything until Monday morning4/11/2011 My husband being a computer guy he knows how the system works and told you got two hours to come up with a tech and she said ok give me your number and I will call you back. My husband said you got two hours. She calls back and says she can’t get anyone and they are they are still having system problems my husband said that it cancel the order and give up our money back. She got quiet and barely hear her try to tell us that we are inconvinces them I said what about our inconvinces you cause us.
Told her to send up a confirming e-mail that the order has been cancelled and she want to put up with the cancelation dept My husband said I done talking to people you do its your job to take care of it that was the end of the call. While later on of the day we get a call from tech saying he will be here between 9:00am to 11:00am I was like WHAT?!?!? So my husband calls him back and said who told you to come out here. He says I got a call from my office that you wanted a microwave installed. My Husband said No we cancel the order earlier of the day after all the BS sears cause us.
My diswasher broke (loud noise, smell, hot, no water) on March 31. Called Sears for service on April 1, and they agreed to come out and so we scheduled repair for April 8th (1-5pm). Was called at 1pm on that day all for them to tell me that there was no available technician, reschedule for April 19th. Not even able to talk to a supervisor at Sears. Just gave me a huge run around and no solutions to fix the problem. I am not buying any more sears appliances if I can help it and will tell friends to do the same. I hope Sears gets the message. They are a dishonest and unreliable company, and can’t stay in business working this way.
I purchased a refrigerator on 4/3/2011 with the understanding that 1) it was in stock 2) I would receive a call the night before Friday, April 8th and 3). it would be delivered on Saturday, April 9th. None of this happened. No one called me, so I called Sears and was told that I was not scheduled for delivery. Finally, after numerous calls to the large appliance department at Sears, I was told that the item was no longer available. NO CALL, not even to tell me what had transpired??? If I had not taken the initiative, this situation would not have come to light. This is the way you do business??? The salesclerk at Sears was very helpful.
I don’t blame her. She found a refrigerator similar to the one I originally purchased. I do blame your customer service department, warehouse and your delivery service dept. As it stands now, I have to go to Sears on Saturday, to pick up a new receipt. Hopefully, the refrigerator will be delivered on Sunday, April 10th. Now I understand why Sears’ stock value has decreased. I am telling all my friends about my experience and will urge them to think twice before ordering anything from Sears.
WE bought new frig n stove at sears and the seal broke n the stove window 11 months after we bought it. right around thanksgiving. I had a house full of company, because i live in Florida. I didn’t call to get it fixed till end of holidays, which put me one month over my one year warranty, so they refused to come look at it even though i told them it broke seal before warranty was up. and now turkey grease is between the glass and looks like crap when people walk through my brand new kitchen. shame on you sears. that’s an easy fix and you know that it was faulty. Your stove looks like crap and so do you. never again will any of my three houses carry sears Kenmore or anything else in sears stores.
Fridge no 1 window gets delivered from sears Friday am. 7-1 day off work washer dryer on different truck window. 9-2 fridge arrives 1130 stuffed and forced in my house damage to house and fridge delivery guys don’t care and because I am upset decide to leave without taking away old fridge as per arrangement with sears. fun just begins washer dryer arrive with different company no problem. Sat 930am off to sears to complain new fridge to arrive Thursday eve between 6-10 great sales help from my sales person Tuesday evening the sears insurance guy shows up to access my damage and make arrangements to fix my front door. another 2hours at home waiting but again nice guy and my door will be fixed over a two day period in may when weather is better as door must be removed sanded fixed and repainted.
thurs nite fridge no2 arrives first fridge is taken from my house food again all over counter and it’s 830in the eve unpack fridge no2 and guess what big dent in the front. so in comes fridge no 1 again sears on the phone can’t help and I am s.o.l 10 pm I finally have kitchen back together again. Fri 930 on phone to sears sale rep they have no fridges in wear house so now we start again next sat you must be kidding!!!!
on 9-15-10 i purchased a gas trimmer from sears, paid 74.54 for it got it out of box and could not get it to start, took it back and they replaced it, took the new one home and used it one time. got it out 3-14-11 and it wouldn’t start,come to find out the choke lever was missing, took it back to sears this morning. the one gentleman was very professional, the sears tool dept. mgr. was very nasty, needs a attitude a adjustment, very nasty. he walked away shouting do what ever you want to do. that’s why i’m complaining, he needs to be replaced, i sure wouldn’t have a person like that serving my customers. when i took the first one back i decided to upgrade to the next level, well here i am with a piece of junk from sears, and out 138.44 .
over the years i have purchased thousand of dollars of craftsman tools for my trade, one thing for sure sears you’ll never get another dime out of me or my family.
the store #is01105 9405 w. colony dr. ocoee fl. 34761 thank you
Ever deal with a big corporation that shuttles you from department to department and everyone is really nice, but nothing gets done about your problem and finally after a few weeks and some hours online and/or on the phone you simply get tired and start adding up how much of your time is wasted? I am realizing that Sears is one of those companies (also AT&T but that’s another story). I bought a set of mattresses at Sears in December and my husband and I both tried them out in the store. He was out of town for 6 weeks unexpectedly and when we were finally able to try them at home, they sagged badly, even though they did not sag in the store.
We were waking up really achy! We are average or under-average weight. I called the store several times-no answer. So I emailed customer service and got a nice response and eventually (over several days) they told me someone would contact me. Never happened so I email back and they give me a number to call (this is after a week) and so I call and they want to give me a new mattress and I say, no, I am not willing to try another one like this after this one performs so badly.
I would like store credit. But of course they can’t help and I call the store and they finally answer and say they will call back but no, they don’t ever call back and in the meantime we are sore and achy and trying to figure out what to do– I called today and asked for contact info for the regional manager and they say they don’t have that. So everyone is friendly, but nothing is happening and now I have to buy more mattresses and I’ve just lost almost $800. on these. I will never buy anything at Sears again.
I’m done. Seriously. And though I used to tell folks to shop there for appliances, now I say, don’t do it! Find a place with good customer service. Stay away from Sears!
To Whom This May Concern; 2/15/11. I am writing to you in regards to my fridge from HELL. Four years ago I purchased this appliance with the good faith that it would work for many years and then replace it. I did for some GODLY reason, purchase the five year agreement with the appliance, it has 1 year yet to go. Finally, after all this time of trying to reach someone from the bottom up to hear and believe my wild but true story; I got someone who did.
Of course, I had to carry this problem to the Indiana Attorney Generals office twice, but I think I got the message across and believed. I needed to convay to someone in the law department at SEARS the problem, however, before we could reach an agreement, and i must say very helpful at the time. I think there is a law suit against the company that built the appliance,that was of course over a year ago, that I heard from someone.
Since July of last year, I began having problems with the motor on the unit, running most of the time…The appliance can’t handle out side room temps past 65*. Which in turn caused leakage to come from the unit. I constantly am cleaning up from this! At this time again, I notified the Attorney Generals Office to check on the complaint (July ’10)that I had first notified them this past year about the same problem still occurring. I have not heard from them to this date but the complaint is not canceled.
From that time until now, I have lost FOUR entire units of food AGAIN. I finally called the 800# and made an appointment to have the unit fixed since I had not heard from SEARS or the A.G.O.. I did not complain, because I thought the first settlement would be on its way any time, along with the top of the line replacement as agreed upon. Not true.
Therefore, I am telling you that my current “emergency time” for repairs is within TWO weeks of the last call (Feb) call. Thank GOD the weather is so that I can use the outdoors to keep things I purchase on a daily bases, or I would have at least another claim, making it five complete losses of food. I am claiming such amounts four(4)($250.each)of losses now. I would like those (4)or more claims to reflect the amount on a matching top of the line stove, in steel color, for all my problems that have occurred since the beginning; if not then a check to cover the four losses.
I haven’t ask for much, except what should have covered the losses. I have told the true to date, and hope that you can trust that is what Iam doing now. If not I can supply you a list of the weekly staples that in my top and bottom units are filled with weekly purchases, plus the extras that meet the holiday needs. The four losses have been around a holiday. Currently, the motor works part time, and the seals have pulled half off the doors, and allow fluids to flow under neath when the unit is not cooling. I have ask for the same repairmean to assist this time as well. We have a new store in North Vernon, however, this repairman lives a short visit from us and knows the problems.
Thank you for your help in the past, and finally believing me that I am telling the truth as I am now. I can apply for another complaint, However, I have faith that going this route, we can get the request met with the other settlement sooner and with less problems now.
Respectfully Submitted,
Bethanne M. Rigney berign@hotmail.com
on Sunday February 13th I drove 10 miles to go into the sears appliance division to report that my Kenmore drier which I bought in June 2010 was not blowing hot air. I was given a number to call for warranty, when actually I feel the call should have been made from the store, however since there wasn’t any commission from a sale I was not given any assistance. On Monday I called sears by phone and scheduled an appointment from Tuesday February 15th 1:00PM until 5:00 pm. Around 2:15 I called sears because I had not heard from anyone from their office.
I was then told my appointment was scheduled for Thursday the 17th. This is clearly an operator error, unfortunately my husband took the day off work and it has cost us 100.00. this is a huge economic burden for us. We are very dissatisfied with sears lack of care in scheduling our appointment.
I purchased a mattress and box-spring set from the Sears store. At the time of the purchase I was assured by the salesman that he would initiate the rebate process for the shipping of my mattress/box spring and I should receive it in about 30 days. He even went so far as to ask if I preferred the rebate as a Pre-paid Master Card or a Sears Gift card, I chose the Master Card. This is now February and nothing has been received. I have contacted Sears repeatedly. I was told that I had waited to long to submit, I explained that I had been promised by the salesman that he would handle it. Apparently this means nothing to them.
My satisfaction with the contractor AE technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them. They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldn’t go in. I couldn’t even run errands.
Bought a element 40inch lcd tv at sears 1 year and a week and a half ago. Called sears to come and fix it and he said the parts were unavailable. What a joke.
Complaint against Sears Cote Vertu. Subject: Humidifier Console 45.4L (defected item). We took delivery of this box on Thursday, January 20, 2011. We tried to follow the instructions, we found several defects that could cause electric and other harm. For example an electric button that shows green light when appliance is full. This button does not work and the result water flooded all over the floor and carpets. We decided not to use it and returned it to Sears after less that 24 hours.
We have been steady Sears clients for more than 30 years and we always had satisfaction whenever we purchased any thing. We were confident that we would have no problem to return the humidifier and receive an apology. On the contrary and for the first time we were denied return unless we pay a penalty 20% of the price. We were forced to pay $45.00 for a defective item that we returned in less than 24 hours. Is it possible that Sears changes to such low level. I cannot believe this.
I am upset with sears and the women apparel dept. I shop your Matteson store on Sunday Jan,23,2011. I wanted to purchase a ladies cream color turtleneck top. I found the top and it was priced $10.99; yet there were several other tops; the same brand, just a different color and the ranged in price from $7.99-$9.99 which I thought was pretty confusing. I ask to talk to the manager and the salesperson called the manager and at first the manager did not come to the counter, but simply gave the salesperson instructions over the phone.
So I ask to speak to the manager again and finally Corrine approached the counter only to tell me that was the store policy and because they were different colors; they were priced differently.I can see why Sears is struggling in the retail arena, because this is really a dumb policy to mark them down by color. If you go to Wal-mart; what ever is marked down; it is simply on sale; all the reds are not one color and all the blacks another color.
An American Home Shield contractor, Sears/AE Tech, installed ill-fitting universal parts which devalues my appliance and my property. AHS does not stand behind the shoddy repair job and their escalated rep accused me of “just wanting to get a new appliance.” My response, “isn’t that fair if you can’t get properly fitting parts? And, isn’t that what I’ve been paying you for?” American Home Shield wants to get out of paying any claims. And Sears keeps closing out the repair order, requiring them to come out multiple times. BTW, Sears people give you attitude. Do not get American Home Shield insurance!!!
Purchased washer and dryer and specifically told the salesman at Sears that we use propane gas. He said don’t worry the dryer WILL come with an LP conversion kit. Well it didn’t. When I called Sears Customer Service they said I will have to purchase a kit from Sears Parts Dept. $34.00 dollars later my husband and I called Maytag and Sears to get a professional to install the kit as the instructions stated. After 20 calls, we couldn’t get a professional. I called Sears where purchased and the manager told me he would reimburse me $20.50 for the conversion kit.
Big Deal when we were assured that we would receive one with the purchase of the dryer. Upon calling Maytag, we received different answers one – use the old kit off the old dryer. 2 – don’t use the old one it could leak. Sears told us to call our LP supplier. That doesn’t work. Here we sit with a washer to wash and a dryer that doesn’t work. Where do we go from here?
I have been a customer of Sears for over 30 years. Having bought numerous appliances over the years. I always purchase the extended warranty on the clothes washer as they seem to need repairs. I called for repair service and was told the serviceman would be here. Tonight I received a call informing me that the technician was overbooked and could not be here. This is not acceptable with me and I will not purchase another appliance from Sears. I will also inform anyone that will listen that Sears is not the company it once was. Customer Satisfaction guaranteed…NOT.
My Sears electric blanket smoldered and burnt me, the blankets and the mattress. We contacted Sears in our town and they said they couldn’t do anything about it because we didn’t have the receipt. How would it matter if I paid with a credit card and I can verify it was bought at that Sears location? The electric blanket is faulty and burned me and I at least want to make sure that other people are not hurt or injured by this product! Nobody at Sears will listen to me in their customer service department even though I don’t really care to complain at this point! What happened to caring??
I am still shaking from the incident I just had with this Sears lawnmower. Smoke started billowing out of it…and then it caught fire!!! I had to run for my life because I thought it was about to explode. I raced fast to the front steps found a heavy mat threw it over the mower. I called Sears, naturally (since it’s under warranty) and they wanted me to put the burning lawnmower in the back of my car bring it to them…I’m not making this up!!! I purchased this mower at the end of the season last year, so I’ve only used it this season …and not all that much since we had very little rain here this summer. Come on Sears stand behind your products!!!!
Sears technician came out 9-6-15 and diagnosed a problem with my microwave. another came out with out calling to schedule an appointment, I called and was given another 3 weeks later. on that date I waited until 6 pm and called and was told I was scheduled for the next day , I finally spoke with a supervisor who told me the tech ran late and they rescheduled me for the next day. The next afternoon I was called after lunch and told the tech went home sick. After numerous hang ups I spoke with someone who informed I would be the first appointment five days later. The tech came out I WAS THE FIRST APPOINTMENT but the first technician failed to order the parts.
I received the parts and called and was told I would be the first appointment of the day and wasn't. I called and was told my appointment would be between 10 and 11 am, the technician called at 9:30 stating he wouldn't be out until 2 pm. This is by far the worst experience of my 54 years. I was constantly lied to by numerous departments the first tech was incompetent and most of the people I spoke with on the phone were rude or wouldn't let me speak with a supervisor. This has been a 2 month ordeal and no one with sears or A&E could answer my questions or speed up the process because of the length of time it took to repair my appliance. Again this is the worst service I have ever encountered.
I ordered a hot water heater online. I called Sears to reorder when the service technician indicated the hot water heater they brought to install was was the wrong gas model and my hook up required a power vent. I called the number he gave me to cancel and reorder the right water heater. He gave me the model number and I verified at the sears online site. The service rep at the call center but me on hold twice for a told of 20 minutes. He then said he had to transfer me to another department. The second rep put me on hold for another 15 minutes (checking in occasionally). He then concluded that he needed to transfer me to another rep/department but he would brief the new rep on my need to cancel the current order and place a order for the correct water heater with the power vent. The third rep spoke very poor English and she asked all of the questions as if I had no previous order, which she had been given the number).
She too put me on hold multiple times. All to cancel one order. It took 45 minutes. She then stated the new model number did not exist when I was looking at it on the Sears website. She wanted to transfer me to yet another number and department (as I listened to people yelling in her background). Upon asking for a supervisor to assist her with the order and to express my frustration, she stated she could help to get the order placed. She struggled with understanding installation and what it meant to remove the old heater. I was placed on hold and then after 15 minutes, she dropped the call. She had my number but never called back. I had no idea if she completed the new order or if she just decided to get rid of me. I waited for a day to received the confirmation email of the canceled order and the new order.
I only got the canceled order, no new order. I called again and got a guy who confirmed the previous order was canceled but the new order was not in the computer system. He then suggested I call another number to order the water heater. By now, I have spent far too much time talking Sears reps who drop teh call and have no regard for customer service. I asked him is one could identify the rep from the cancellation confirmation. He quickly bid me a farewell. Two days later and many customer service reps later, I am back to ordering online with no help. This is the worst customer service operation i have ever experienced in my Life. I deserve to be compensated for the lack professionalism and and the lengthy driil and call waiting. If they call to schedule the installation, it will be a miracle. Has Sears outsourced their call center to a few people in the jungle?
I went to Sears and had a horrible experience with the store associate manager Shantel, who refused to enclose her last name. It is absolutely unethical as well as it is considered fraud to advertise false prices on item. The associate(unknown name) who was very pleasant and was helping me with 14 kt gold jewelry set which was 90% off of original price, which come to $69.00. There was GNI written next to 14 kt and I did not know that meant. I asked the associate if she knew, she stated she did. She recommended me to go to sears website and look the item and she provided some numbers from the tag. When we both located the item on my phone I saw that earnings were not the same earnings as it was in the jewelry box. I brought this to associate's attention and was told that the original earnings are missing and therefore were replaced with something similar to make a set, which was OK with me.
But since we did not find anything explaining GNI she decided to call a manager to clarify. Manager took a while to to come and when she come she was annoyed and had ignorant look. She open the little door to enter to the counter and slammed behind. I and associate looked at each other with puzzle faces. She took the set to find out what meant GNI and took a while . After all this time , almost an hour in total that I spend in Sears, she come to me with no answer regarding GNI, but to say that earnings did not belong to the set. I explained to her that I have noticed and brought to associate's attention but was told by her that the original earnings were missing therefore those were replaced to make a set. She looked at me , rolled her eyes and said" you must be kidding me, I am not selling the set, hmmm, you have a good day" and walked away.
Wow, I shop in Sears a lot since I live in the area but did not come across this type of bazaar behavior. I've told her since the set was advertised in such way and was confirmed by the associate I should be honored per state policy, but she kept ignoring me and walked away. This is considered fraud to advertise false prices . please look into this matter and if there will not be any solution I will take a legal action.
I have bought 3 19.2 volt tools in the last 3 months. 2 of the chargers are bad and 1 lithium battery. I took them into to get them replaced. The attendant told me I need to bring everything in I just want the broken stuff. I went to Sears because I of the warranty plus craftsmanship quality in which I'm very disappointed with the Chargers and battery. Now I am left wishing I had read these Sears complaints earlier before I purchased my tools.
We recently purchased a refrigerator in Hayward, WI for my daughter. After plugging it in, after a few days there was water on the floor. We discovered that the door gasket was compressed and not sealing, thus causing the problem. My wife called yesterday to Sears in Hayward and they gave here a number to report for service. She is out of town but told me that someone would call me today between 8:00 and noon to replace the gasket. Nobody called or contacted me.
I have taken the day off work for this and no calls. I called the 800 number that my wife had written down. They had no record of this whatsoever. They will be sending someone on November 6th. That is a long time to wait for a refrigerator. I am disappointed that we didn't have better service on a new product that hasn't been used. I have been a loyal customer of Sears for over fifty years. The problem came from the factory, not our use. I guess I'm a little disappointed in the responses that I have received today. I am wondering what my next step is. What do I do?
I purchased a laundry center for my tenant. After it was delivered and installed and still under warranty, a repair man had to come back and install"feet". While my tenant was waiting several weeks, her laundry center was propped up on a board. After some time, the repair man came back and installed the proper feet. A short while later, We got a recall notice that the laundry center will leak water. A kit was needed to repair the center. It came in the mail. The repair man came on a Saturday, but called me to say He could not make the repair. They send out only 1 man teams on a Saturday. This was a 2 man job that will take 3 hours.
The center has to be taken apart. It needed to be rescheduled. We chose a Tuesday. I get a call from Sears that I am scheduled for a Saturday. I explained why Saturday would not work. The man on the phone did not know how long the job would take and that it required 2 servicemen. We were rescheduled again for Tuesday. it was to be the first job of the day. I unlocked my tenant's door and waited for over an hour. No show. I called the repair line and learned that I had been rescheduled for 11 to 12. Once again I explain how extensive the repair will be. it can't be done in an hour. The man doing the scheduling said the team on the truck will call me. It is over 10AM and there is no call.
Someone from Sears Roebuck Co at 815-676-5223 keeps calling me twice a day. I told them a month ago did not want to order or buy anything and they keep calling me. I did not order anything online and do not have a service call. I was on the chat line this morning but had an emergency and had to leave and not I cannot get it on the computer so please help. Is that number a legitimate sears phone number? I looked it up online and did not see any of these listed no their corporate website.
I am a single woman over 60. I recently purchase a lawn tractor ($1,589.99) plus insurance and a dryer ($399,99) plus insurance. The store insured me that the delivery man would help me start the tractor to make sure it worked and install the dryer. I took the day off from work on 10/6/15 to wait for the delivery. The man were very rude, pushed the tractor in the garage, damaged the dryer, said I did not have the plug and that they would not install the dryer. Man were very, very, very rude. Store did not tell me that I needed a plug. Went right to the store. Man in the appliance department very nice. Said the young kids don't know what they are doing and was very sorry for my inconvenience.
He helped me get the plug and vent hose for the dryer, set up a new delivery date for my new new dryer and remove my damaged new dryer for 10/13/15. Another day off from work. Got a call from Sears saying delivery would be between 3:00 and 5:00 on 10/13/15. At 5:00 I called customer service. Spoke to a Holly. She said the delivery man had two more stops before mine and that I would just have to wait. Say she would send a e-mail to the Warehouse. Never heard from her again. The delivery man arrived by 5:30. They got my anger with Sears. They understood after I explained what Holly said. Men were very nice and made me feel better. I have always purchased Kenmore appliance from Sears. This was not a good experience at all. Sears service has gone way down hill. No one cares anymore. Very, very disappointed.
I purchased two queen size beds in 2012.. I have filed a claim for the both of them with pictures at two different times. Sears has not responded back to me. I've left my email address and phone number. When, I called back they said they lost my photos. And I needed to submit more pictures. which I did no ones contacted me back. I've been on hold each time with different represent ices. They don't seem to know what there policy is and terrible customer service. I was finally told to only summit two pictures each or they told me it's thrown away. That's terrible.
One pillow top mattress was $911.49. It has sags all over and lump in the middle of the mattress. It's causing to have back problems. The other mattress was a different type for my daughter it's cost was $732, plus a cover that I was told had to be sears to protect it 48.16. I want full refund for both mattress. I use to purchase my beds only from sears. But, that was there was a local agents that would come out and look at your problems. It's very frustrating.
I will be contacting our local news called action line if I don't get a refund and proper service.
We remodeled our kitchen in 2008 and purchased four appliances from sears, We also purchased the repair agreement. Of the four items, three have needed repair. The main one is the dishwasher. The control Panel was replaced in 2010, replaced again in 2011, replaced again in 2013, and I am now waiting for the technician to replace it for the fourth time. The repair agreement states that there must be four major repairs within 12 months before an item will be replaced. This is a senseless Sears requirement and only serves to keep sears from having to replace faulty products.
I have been involved in repairing many things during my life, and when the same component fails time after time you start looking for a different problem that causes the failure. Sears does not concern themselves with the underlying problem, only with a quick fix, get it running and don't worry about anything else, if it fails again send a technician out and do it all over again. The one thing I have learned is don't deal with sears.
We had an estimate done a few weeks ago for a leaky refrigerator, and paid the $89 fee for the repair person to come out. The $250 quote seemed excessive so we tried to find a decent priced refrigerator from Sears, but could not fine one in our budget. I tried several times to call and speak with someone about an appointment but stayed on hold for over 30 minutes each time. I finally made another online appointment and added in the additional comments section that we have paid the diagnostic fee and would like to have the repair done. I received several automated calls reminding me about the appointment but nothing acknowledging my comments.
I received a call at a few minutes before 2 (the appointment was between 10-2) from a Richard, who refused to give me his last name. He asked me if I was aware of the service charge, which he informed me was now $105. I explained to him about my notation and he told me "that's not how it works. You have to pay again. Why didn't have the repair done when we were out the first time?" This man was extremely rude and talked to me like I was a 5 year old. I couldn't believe it. I told him I didn't want him at my home and that I would call customer service.
I called and talked to someone that clearly didn't have a great grasp on the English language, although she was the least rude of all the Americans from Sears I talked to. She offered us $50 off of the visit. I explained to her, as I had explained to Richard with no last name, that the issue was the same and we had paid a diagnostic fee already, and we would not be using Sears for the repair. I called the Sears Holding customer service number, and the "lady" ( I use that term loosely).
I spoke with told me to ask for someone who spoke English and immediately sent me back to the main customer service number while I was still talking! I did some research and called the number for Mr. Lampert's office. I asked to speak to Mr. Lampert and was asked who I was. When I said a customer who has been dealing with awful customer service, she rudely informed me she had no access to Mr. Lampert's office. Strange she had to find out who I was before she realized she had no access. When I brought this up, she yelled at me, said she knew what she was talking about and told me not to call her a liar (which I didn't). I was then transferred to a random voicemail.
I am going right on social media and review websites to share my experience, in hopes that Sears will take notice, perhaps by a drop in business, and mandate better treatment of their customers.
I took my car to sears service center at South Hills Village, Pittsburgh Pa 15241. I had a leak in the break lines. I left the car on Thursday morning 6/25/2015. All that was was replaced was the partial brake line and i was told i needed a fuel line that was partially replaced also. The kept the car until 6/29/15. I was billed $1063.73 for the parts and service. There is a law governing the amount of time spent on a project and the parts did not constitute that amount. I need to have this issue resolved. If you need the invoice i can mail it to you.
I purchased a battery from the Sears Store at 85 w rte 59 in Nanuet Ny on 1/12/14. The mechanic said he was having trouble changing battery. Finally got done. probably put 50 miles on car and realized my car would not start. Took it to Sears at 1150 sunrise HWY Valley stream NY. I was told my terminal was loose and it was never tightened. Parked the car and did not drive for 2 months. Then it started turning off on me. took it back to Sears in Valley stream and was told my starter needs to be replaced because of the Tensioner due to my battery bracket wasn't tightened. I am demanding Sears replace my starter since it was Sears Mechanic that made these issues from the beginning.
I called sears in regards to my washing machine over a month ago. I have a service warranty.it took a week before anyone came out. The first technician said it was the control panel and that he would have to order a part, That took another week before he came out. The second technician comes out and says it is the bearings need to order a part. That takes another week. The part comes in and they send out two technicians and they say the motor has to be replaced we have to order another part. that takes another week. They came out this morning at 8 a.m. and say ok the washer is fixed. I put a load of clothes in to wash and water starts pouring from underneath. I call customer service immediately and tell them what is going on.
They say they will call me back in ten minutes. I call them again they tell me they will call back in 30 minutes. No call. I call customer service and ask for a supervisor and after going back in forth with her over an hour she tells me they cannot reach a technician. I call the corporate office explain to him that this is unacceptable service. He goes off the line comes back tells me they can not reach the technician but as soon as he gets their message he will call me. I finally get a call at 1 p.m. that the technician will be here this afternoon. It is now 3:30 no technician. This is poor poor service.
I have a window A/C unit that was purchased in 2012 along with the extended service warranty. This past weekend the A/C unit stopped working so I called on Monday 5/18/15 to get someone to look at it. They told me someone would be there that day to look at it between the hours of 8:00 am and 5:00 pm.
At 4:00 pm no one had been here or called so I called the warranty number to see if someone was still going to come. I was told no that the appointment had to be changed. No one called me to tell me and I took the day off from work because they said someone had to be here.
The next soonest appointment wasn't until May 30th. Really? That is too long to wait. Explained that I have health problems that I need my air to be working...also that I took off work and can not do that again.. can't afford to. They told me that was the soonest they could have anyone here... that is totally unacceptable and asked to speak to a supervisor.
He came on the phone and told me I could call a number to get a rental...so I called this number and was told I have to find my own rental place, pick up and install my own rental A/C unit, keep my receipts and they would reimburse me my costs. I explained that I don't know of any place that rents window A/C units and if I did I certainly am unable to install it myself.
She then told me they could allow me $50.00 for a fan... I have fans... they don't help when the humidity is 90% and you can't breathe. There was nothing more she could do. So I called the service dept. back and they again told me that there is nothing they can do that the 30th was the soonest they could be here.
I called a local repair man who came out today to look at it. It cannot be fixed, the compressor isn't working and it is leaking oil all over the ground. It would cost less to replace it than it would be to fix it. I called the warranty dept. again, this time to tell them that the air cannot be fixed that I was told it had to be replaced... trying to explain that I cannot go without air.
I live alone and have no one to help me, have breathing problems and that is why I bought the extended warranty to avoid this problem to begin with... still cannot have anyone here before May 30th. I have to go almost two weeks without air. I have already missed two days of work trying to get this resolved with no results. I am so upset at this point. I will never buy another thing from sears ever. I don't recommend anyone else to buy from them either and the extended warranty... what a joke that is.
On May 5, I attempted to make an $11 purchase, with check, at Sears, Bethesda, MD (2 weight lifts). I showed all ID requested, but clerk said my check was not accepted. Since I had recently written one for over $1,000 elsewhere, which was not questioned, I found this upsetting.
He said I had to call a number but didn't give it to me, so I went to the office. (This is the grungiest office I have ever seen, no one sitting there and no response after banging on the window). Finally, after walking into the warehouse, I found someone who could not help me only to say it's the bank not accepting the check, not Sears. I went to my bank, and no problem with them. Someone from headquarters should make a site visit here to inspect the "office!"
I had Sears Repair Protection Agreement on a craftman snow thrower, which broke down and in home repair man could not repair it. They authorized $1350- for a new one,with 90 day to buy..The sales assoc. at Sears Paramus, Nj.07652, said they have a back order, not available. He can take order in July 2015. He asked the girl at Sears Protection Agreement office to extend the date to July. The girl said that she will order one and told me the snow thrower will sent to my house by third party truck.
The Powerland snow thrower was delivered to my house on 3/16/2015. The warranty moderation department transferred the warranty from the old snow thrower to Portland snow thrower in home service ending 03/05/2017, and sent me the papers. I had problems with this snow thrower. I made an appointment for repair. The repair man said Sears services repairs only Craftman snow thrower. The Moderation department said that since Sears repairs only Craftman snow thrower they will cancel my warranty. Some girl at Sears protection agreement office placed this oder. It came from Sears holdings in Canada by Demar logistics inc.fully paid. Why I am being punished for a purchase for which Sears is responsible??
Soon after the purchase of Samsung refrigerator (counter-dept) in 2011, the freezer would not close due to ice build up. We initially thought perhaps we did not close the door tight enough. A tech from Sears came out on October 2011, fixed the problem. So we thought.
In Sept. 2014, Same problem. Sear's tech came out (thank goodness I purchased extended warrantee at the time of purchase). Tech applied silicon (I think that's what he said) to back of refrigerator, where it was broken. Dec. 2014, a tech was called again for same issue. Tech did same again. I am currently having problem where now it leaks from the bottom. My kitchen floor is wet. A tech is scheduled to come back out on May 9, 2015.
When I called Sears, I was told that same issue had to repeat at least 4 times in one year for them to consider other options. I am extremely frustrated.
On Jan 2, 2015 a Sears repairman replaced a part on the range in my home (3625 Lake Hill Ln Hurst, TX 76053). The range stopped functioning on April 23, 2015. This repair/part barely lasted thru the 90 day warranty period + 21 days. I called the repair # requesting some type of price break on a service call to apparently replace the same part.
After 25 minutes on the phone, I was offered a chance to print a 20% off coupon. Given this performance and service, I have no confidence that a second repair/replace would yield better results. I will now begin shopping for a new range (IT WON'T BE PURCHASED A SEARS). I decline to rate the service since you don't have a rating lower than one star.
I have been a loyal customer of Sears due to your public image (treatment of Military Employees and contributions to causes such as Extreme Makeover). I must however make the decision to cease patronage of sears due to a loss of faith in your products and service.
I purchased a Sears riding lawn mower with extended warranty. When the transmission failed, I called for a service appt. I was given a date 3 weeks out for 1:00 to 5:00 PM. At 2:30, the day of the service call, a call informed my wife the appointment could not be kept. No follow-up appointment was offered. A call to the Federal Way, Wa., store was no help. The manager has said he would check service and call back, but no call came. As of today, my lawn is over a foot tall and Sears still has not responded to our attempts to have the $2,000 mower serviced under warranty.
On Monday April 13, 2015, I contacted Sears repair section to look at my Wash Machine which was having issues. I was informed that the only opening was Thursday 23 April, and I needed to be home from 0800 to 1700. On Wednesday 22 April, I called and confirmed my appointment. Sometime after that A phone message was left, and I received it on Thursday morning advising that I had to reschedule my appointment.
When I called I spoke to an individual who told me I had to reschedule. I informed him that I had taken the day off, and I needed to have someone come to look at my wash machine. He refused, and I then asked to speak to a supervisor, and the Supervisor told me I had to reschedule because they did not have a repairmen in my area that day. I asked for his name and he refused. I asked where he was and again he refused. Both men sounded not to be American but a mid eastern origin.
I had to wait till Sears opened to speak to a Manager who referred me to a corporate number which ended with me back to this same Call Center. I ended up reschedule for an appointment two (2) week later because they did not have an opening on a day I could be available. It was the most aggravating experience I have ever had and has left a bad taste in my mouth with any future dealing with Sears.
I recently spent 2 months in the hospital recovering from a heart attack and missed a payment on my credit account. I was treated rudely when I tried to resolve the issue with the employee who called. I just received my statement for April and found my account cancelled, a late fee of $35.00 was assessed, and the missed payment of $233.17 was added to the current payment bringing my monthly payment to $459.17 which I cannot pay as I was unpaid during my hospital stay. This also is different than other companies who when a payment is missed you pay a late charge only. Not only did they close my account but insisted on calling for the payment on Saturdays and Sundays at all hours even when I was semiconscious and in the hospital. It is bad enough that the account interest rate is 25.24% but the charges that accrued were the result of fraud on my account.
The delivery staff did not bring the vent/filters for my microwave. I reported the missing items to the Sears’ customer service representative in Newport News, Virginia and I was advised that I had to call the folks who delivered my microwave. She gave me the number, but did not make the call. Poor customer services, the sale clerk should have made that called since the microwave and stove was purchased and not charged and this writer paid for the product and had nothing to do with missing items; However, I called the Delivery Department @ 1-800-732-7747 and was advised that I would have to wait for 7 to 10 days for the delivery of the missing parts. I explained that the stove and microwave were for my rental property and that one of the reasons that the inspector failed the inspection was because the vent/filters were missing from the microwave.
I asked was there anyway that they can have the parts deliver to the store in Newport News and the staff said no and that I can call the part store and see what they can do to obtain the parts earlier. Again, poor customer service; why do I have to make all the calls? I paid for a product that was not delivered. The next day, I was able to get the inspector to allow a letter or something showing that the parts are on order; however, the staff at the delivery department stated that they are unable to give me a letter or email me anything showing that the missing items have been ordered. I am very dissatisfied and this is not the first time that Sears have showed me very poor customer services. The inspector will be at my rental property on April 24, 2015 and I still need something showing that the missing items have been ordered. This has caused an hardship on me because every day my rental property is vacant, I am losing money and a perspective tenant who is homeless is not allowed to move in until the house passes the inspection.
Bought a Kenmore Elite refrigerator $ 2600.00. Less than 3 years ago, it stopped working. Called Sears for repairs and was told it would take almost a month before they could get a repairman out for service. If they can not service item in certain areas why sell to customers. CALLED for service April 6, 2015 and was told repairs could not be made until maybe May 1, 2015. This is the worst service I have EVER experienced. Will never buy ANOTHER SEARS PRODUCT !!!!! This is just ONE of the problems I have had with their products. PRODUCE BETTER PRODUCTS OR GET A BETTER SERVICE DEPARTMENT !!!
Today we had a new dryer delivered and installed at my mothers house. My mother is elderly. I was not present at this time but when I arrived later today to see how it went I was told that they replaced the washing machine hoses. They told my mother the hoses were old and needed replacing and that they would do it for $25. My mother agreed and paid them cash and was not giving a receipt. The hoses were replaced. The problem is I replaced the hoses two days ago. I have the receipt for the hoses and the date they were purchased. It upsets me that these installers took advantage of a elderly women {my mother}. How many times do these installers do this?
Wow! Where do I begin? This is not the Sears that I grew up knowing. The dependable, USA owned Sears, whose appliances were made in America and reliable. On January 17, 2015 I bought a Sears Elite 250 refrigerator. We paid $1,115.78 including hoses etc. This appliance was purchased for a rental condo that we own. A month after installing the refrigerator a guest called to say that the refrigerator was leaking when the filtered water dispenser was used. Since then we have had three appointments with Sears contractors to come and fix the problem. The first time they called a few days prior to reschedule the appointment. The guests could not accommodate the times available. I called to schedule a new appointment after those guests left. The appointment was to occur with-in a four hour period on February 17, 2015. When I scheduled the appointment I confirmed my phone # and the address of service several times. On the service day I went to the condo, arriving before the scheduled 4 hour period. 6 hours after I arrived my phone rang. It was the service company. They were not at the service address....instead they were at my home address. Once again no service to my brand new refrigerator. About a week later we received a call saying that the refrigerator was leaking badly. I had to get a private company to come in and turn the water off to the refrigerator. This company told me that a valve was missing from the back of the refrigerator. They put the valve on but recommended, since the refrigerator was under warranty, the water continue to be off until Sears could get out and look at it. Since this is a rental unit, they were worried that if the water continued to leak the whole condo would flood. I called Sears again. Explained the problem and scheduled a repair appointment. This time I made sure the address and phone number were correct. This appointment was supposed to happen on April 13, 2015 from 8 to 12. I was given the name of the contracted company by Sears so I could call and confirm the day of. The morning of April 13th I called and left a message on the answering machine of the contracted company. At 2:00 I called Sears again....they explained that the contractor would not be coming because they didn't fix refrigerators. WHAT! Why did I have to call them? Could someone not call me to tell me? Once again, this is a brand new refrigerator. I now have another appointment. I am not confident that they will show. What happened to the SEARS I knew? No wonder they are almost in bankruptcy. Does anyone care? I have been a loyal customer. When we bought this appliance we had choices, but decided that Sears deserved our business because of it's history. Big mistake. I will not make it again. The water is still off and my guests are still inconvenienced. This is service at it's worst.
On April 4,2015 I bought a wash machine. I made this purchase at Sears in Florence, South Carolina. Unfortunately, your worker bought out the wash machine without the hose that was paid for at the time of the purchase. Though this seems like a quick fix (by getting the hose), and didn't act that way! To resolve the problem, I would appreciate your worker come and pick up the wash machine and sears return my money back. I don't even want to consider the washer anymore.
I look forward to your reply and a resolution to my problem. I will wait until Friday 10,2015 by 5:00pm before seeking third-party assistance.
I own a smooth top slide in stove purchased from Sears some years ago. I have kept this range in perfect condition through-out this time. We have had maintenance insurance with all the products purchased from Sears. Recently their was an incident with smooth top glass creating a crack damage. The sears technician arrived on a second trip and examined product, took a photo and displayed to his authorized personnel, and stated that nothing could be done as repair or replacement of top because it was not due to manufacture default. Why do we pay insurance on these products? We have been Card holders with Sears for approximately twenty years plus, Sears has always shown loyalty to their customers, and pride in reference to their products. In speaking with your representatives by phone they gave us no satisfaction. Also please not that of-course this particular smooth-top part has been discontinued or not available, we wonder why? We like Sears products but your insurance coverage does not make sense. Is their any possibility of us purchasing another stove with a reasonable discount. Please respond, Thank You.
I have been a customer with the Sears automotive for a few years. This morning I drove to the Sears at University Mall (half hour from my house) for my oil change and was told I would have to have an appointment before I could get one (I have never had to call before - so I didn't think about calling this time). I was told that they have been doing this since last November which isn't true because I had an oil change in December and nothing was said. I then went to the Elkhart Sears and was told the same thing - they will do one as soon as I make an appointment. I don't have that much time off during the week so it's always worked out really well and I really trusted the mechanics at Sears. I guess I will be looking for a new place to do business since I feel a big let down from Sears but I do want you to know that your service was always great up until now. thanks.
Tried to order a replacement power washer hose for a unit that is less than two years old according to date on the decal on the sprayer. Thisbhose is "obsolete" now. Sears parts people swore they had the right hose, lady taking order, so they shipped it. Turned out to be the wrong hose. Now "I" have to waste my Damn time going to ups and send back to get my money. No other recourse apparently. The lady taking my order must get paid by the parts she moves. So, I got on line and found the correct hose ate parts.com in Utah. They had some in inventory. I guess, with Sears having trouble I will just quit buying from them. Went the same BS trying to get an axle seal kit for my Sears riding lawn mower. Took them three attempts before they finally sent the right part after me giving the the part kit number. That's why I think their people get paid by the parts orders they fill. Any way, I done with Sears and craftsman.
I ordered a portable air conditioner on line from Sears.. The unit was the wrong size for my needs. Took unit back to local sears store, and was told ,it was not their item and they would not take it back. They said it was a third party order. The third party company wants me to pay to ship it back and pay a huge re-stocking fee. All of which adds up to more than a hundred dollars. I bought this unit from Sears, because I thought I could trust their name. The third party company was not helpful at all.( Living Direct). I am a very disappointed Sears customer, Help.
Refrigerator went out in the evening of 3/17, call early on 3/18 for repaid. Technician came out on that day but would not look at the refrigerator because we had unplugged it. When on the phone with my husband I could hear the technician yelling in the background. Called again late 3/18 and got appt for 3/19. Technician came out, diagnosed the problem and said he would order part. The part apparently was not ordered right away because was not prepared for shipment until 3/23 at 9:56 PM, was not picked up by UPS until 3/25 !:00 AM. for delivery 3/26. Was involved in an accident at 4:00 AM which delayed delivery to 3/27 and was received too late for appt on 3/27. Now cant get confirmed appt until Thursday, April 2. which be over 2 wks without refrigerator. Seems due to the circumstances that our appt could be prioritized but I guess not. Have never had this issue with Sears in the past . It has become very frustrating and stressful plus the inconvenience and expense of having to keep 3 ice chests full of ice daily. I have been in customer service for 50 years and know that there is always a way to take care of the customer if you card.
Tried calling your Manitowoc Wi. store on 03/28/2015 numerous times during store hours and nobody picked up the phone.
2/24/15 refrigerator started to leak from the front. Service man came and said it was the drip pan and ordered one mean while he shut off ice maker. After 2 weeks the drip pan came and another service man came saying it was not the drip pan but a valve. Her replaced the valve on 3/5/15 and the minute he left it started to leak again. I called service and issued a complaint on 3/6/15 made another service for 3/19/15 Service man called and said he could not come make another appointment. Service man came on 3/24/15 with his hands in his pockets no tools. Hr refused to move the refrigerator unless I signed some kind of release form. Which I AGREED UNDER DERESS. He comes with a blank piece of paper and wants me to signed it. I said to him you think I'm STUPID. He ran out of the house. I called sears complaints while on the phone he comes returns with the same paper but filled in with damages to my floor or cabinets. At this point he started to go to work. He wasted forty-five minutes creating havoc instead of working. Refrigerator is working after replaced another valve. Please I contracts for all appliances with Sears, please do not send this man back in my house.
My first visit to sears rancho was on 01/25/15 for alignment. I paid for one year alignment, till now I visited the auto center 2 times and the problem still the same without any solution, tomorrow I have to visit the auto center again for alignment check because my car still pulling to right .I hope that tomorrow will be my last visit.
Have yet to receive my refund of $55.00. This is money owed to me, over charge. This company is a ripoff.From the CEO down to the customer service .
Have yet to receive the amount ($55.00) to my debit card ending in 0912.For being charge for scottich guard protection Your customer Service department has been notified. By a customer service agent (Rhonda Harris). I would like to have my money now. No more games.
After contacting Sears helpline (on 3 occasions) requesting guidance/assistance on how to purge the air from the water system connecting the factory installed icemaker in our new Kenmore refrigerator/freezer it was determined that Sears would need to dispatch a technician to resolve the issue. The first appointment was scheduled to occur on 3/14/15 between 8:00 AM and 5:00 PM. After waiting around for 8 hours I contacted the helpline only to be informed that the technician may not be able to make it before 5:00 PM at which point I canceled the appointment and indicated I would need to reschedule. On Monday 3/16/15 I called to reschedule a service appointment specifically requesting a morning service call so as to minimize the impact it would have on my work schedule.
I was assured by the helpline technician that a morning appointment had been requested and that service would occur between the hours of 8:00 AM and 12:00 PM. At 11:30 AM I called the helpline to check the status only to be informed that the technician got a late start and my not be able to arrive before 4:00 PM. This is some of the worst customer service I have ever had the displeasure of enduring. Not only did I waste an entire Saturday waiting for a technician who did not have the decency to even call to inform me they would not be arriving within the 9 hour time slot, but now after taking off work to specifically be here to meet the technician today (3/17/16), I am again being informed by the helpline that my second appointment will likely not occur within a timely manner (if at all) again today. I sincerely hope that Sears management looks into the poor customer service being granted to their customers living in the 15542 zip code.
I ordered a circuit board for my Kenmore refrigerator. Sears took my money and promised delivery. On delivery date I called because I didn't have the part. I was told my order was cancelled and the only way I could Et the part was to have a Sears come to my home to do the service. They refused to sell me the part.
Appointment was set to repair my washer. The appointment date was set for 3/14/15 with a window from 3pm-6pm. At 6:03 pm, I called Sears customer service because the technician had not yet arrived. I was told not to worry as the tech ran late on a prior appointment. At 6:56pm, I called Sears customer service again as the tech still had not arrived. I was yet again told that the tech would be arriving soon and a call would be placed to the tech to call me to provide a status. At 7:47pm. I called Sears yet again to check and was surprisingly informed that the technician took it upon himself to RESCHEDULE my appointment without so much as a courtesy call to me. After being on the phone with Sears for over an hour, the only constellation given was an "apology" and and offer to keep the appt set by tech. This was my 1st experience with Sears..horrible is putting it mildly.
This grill -Kenmore Gas Fired Grill. Model# 148.16154211l was purchased New June 2013 at Sears--KCMO. I paid almost $500.00 for the grill. We pulled out to use this past week and the metal under the burners, above the propane tank rusted, fell spart. This is a large peice of metal goes the length of the grill. The outside of the grill and other parts are all fine. The drip pan is fine, but the sheet of metal that protects and sits under the burner rusted. It is breaking into a million rusted pieces. I can't even move it without pirces falling wverywhere. I can't use my grill for fear of the propane tank exploidiing. There is no reason why a grill that is only 2 years old would rust like this and only 1 part of the entire grill. I called Sears was told to call toll free # 1-800-469-4663. They told me I would have to pay for any repairs and or service call. This is a manafuture defect. The rest of the grill is OK and not sure if the part can even be ordered. If so at what cost to me.? I paid a large sum of money for a grill I can't use and just proves things made in China are sub standard. I have always had confidence in Sears and no problems before. This time it is provong very difficult. I want my grill repaid at no charge or replaced at no charge.
To whom it may concern, 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. 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. 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. 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. 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.
Back in March of this year while shopping in your Nanuet New York store, I was approached by one of your Sears employees who politely solicited me for the replacement of house front doors, as this was something I was considering doing I rendered my personal information to be contacted by a sales man. Your sales man Dave Ellis contacted me and a home appointment was set up. Dave arrived on April 6th was polite, informative, and sold me a double front door set with installation. Approximately two and a half weeks later Dave called me to inform me the door set I had purchased was discontinued (a sales man selling a discontinued product?). Mistakes happen and a revised contract was drawn up to reflect a change in the door style. On June 4th a Sears contracted company arrived as scheduled and brought the front doors to the rear of my house for installation (I became concerned with their ability to do the job correctly).
They removed the appropriate front doors and installed the new ones, I immediately identified the job as poor and unsatisfactory work, the locking mechanism on the main door was broken, the remedy was to change it off with the secondary door, viewing the doors from the interior of my home I see day light peeking through, the exterior molding was destroyed, and from the interior the moldings are lopsided. This information was immediately conveyed to Dave Ellis and Yevette Manager at you New Rochelle Office. After numerous communications and unreturned calls Yevette has shown an unwillingness to correct this problem. I have been told the hold up was the purchasing of the exterior molding, and should be in shortly, when finally another Sears contractor arrived (late August) he only knew there was an installation problem, he concurred with it and new measurements were taken, and the molding would need to be ordered.
This as been going on for three months now, with little if any cooperation from your New Rochelle office, how much more patience am I supposed to display? As the colder weather arrives I am sure you understand my concerns to have this corrected, hopefully I will get some results with this complaint, if not the only resolution I can see is to have a contractor hired by me correct this problem and debit the balance of the monies still owed to Sears. I need some help here, thank you.
We bought our refrigerator from Sears about 2-1/2 years ago and loved it until recently. Our kitchen laminate floor has been ruined because of a leaking water valve from the icemaker which we were unaware of until a floor inspector came to our home and told us the floor was lumping up because of a leak, probably from our refrigerator. When we pulled out out refrigerator, there was a puddle of water which had never shown up to the front of our refrigerator. Our floor had a 20 year warranty which they would not cover because of the leaking refrigerator. To add to our dismay, a Sears repair man said the part to be replaced was a water valve costing $90.00 and the installation would cost a total of $279.00. For a refrigerator only 2-1/2 years old causing such an excessive repair plus replacing the kitchen floor, I am quite disappointed with my LG . In addition to our kitchen floor we will have to add a new floor to our dining room floor since they no longer have the same laminate pattern any longer and our dining room is connected to our kitchen with the same laminate pattern. I was thinking of purchasing a new LG washer soon. However, I will think twice about making another LG purchase. Sincerely. Rosemary Osborne
Ordered washer, dryer, pedestals, hoses, etc. Paid for delivery. Was told it would be delivered on Thursday, February 21, 2013. My husband contacted me to find out where Sears was since there was no delivery. Contacted Sears...was told the sales person who handled my order was new and made a mess with punching in the information and appently placed it as a hold at location. The Sales Associate, Nancy (Novi Location) was very nice and contacted the Dulles location in Virginia to straighten everything out. The contact person in Dulles called my husband and assured him delivery will be on Saturday morning. On Friday, an automated call came from Sears stating delivery would be between 1 and 3 p.m. Another blow! On Saturday the delivery people came and told my husband the water pan was too small for the washer. My husband told him start on the dryer while he runs to home depot to get the correct pan. My husband was told no. My husband asked the delivery men if they had more deliveries within the area...they said yes. He asked if they could come back at the end of their cycle...they said no. My husband then told them to cancel the order. Before my husband could even go to the store, I recieve an email receipt crediting me $3,000 for the order. No one called to see what had transpired! My husband went to the store and someone was prepared with a receipt for my husband. Then to find out we had the proper size water pan for the washer!!! The assistant manager kept on saying there was nothing he could do. The manager appently leaves at 12:00 and could not be reached. Then when my husband told them to credit his credit card....the representative said he did not have a card on file. My husband has had a Sears card since 1991...Sears is so quick to find it when a sale is being made but not for a refund. This is not the only time a situation like this has happened. It is just apparent that my husband and I are stupid for giving Sears a chance. I just want to know how is this allowed...How does management not follow up when there is a minor glitch with a customer...How do delivery men make the final call on situations with deliveries...How can someone be prepared with a receipt when my husband walks into the building....Please help me figure this out....or am I just wasting my time?
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