Anonymous
map-marker Merritt Island, Florida

Can't figure out the actual charge I'm going to get for a repair

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A service tech came to my house to diagnose a problem with a dishwasher we purchased from Sears (out of extended warranty). Was there 15 minutes, told my wife it would be 330.21 for "today" and then 480 when they came back to install the part that they had to order.

She gave a check for 330.21 on the spot. Upon learning of the outrages price (part was 250 retail from Sears) I have called seven times to customer service and scheduling trying to confirm if we are in fact paying 330.31 or that PLUS the 480 for the repair, which I would never do. Nobody, literally nobody can tell me the answer to that question. I have asked for the technician to call us to no avail.

I was finally given the number to Sears billing for repairs and have called five times.

Each time, it says nobody is available and gives you a voicemail to leave a message to. Very frustrating.

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Robert Ivd
map-marker Chester, Virginia

Bad Customer Service from Billing Phone Representative

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To Whom It May Concern or the billing supervisor:

I had called to speak about receiving a refund on a repair. I was met with a person that did not reflect the great service I have been receiving thus far from the company.

They constantly cut me off and then eventually hung the phone up in my face. I have been with Sears for quite a while now and don’t feel that I was given an opportunity to state my claim, let along the rude verbal assault I received. Though a person may be used to speaking with unruly people on a daily basis, it is not an excuse to treat a loyal customer that way. I have talked to several people that have tried to cover for the disrespectful lady that in the billing office.

Chavelle, Lewis (521158) and many more have really given me the run a round. I can tell there is probably a COVER UP note place on my account, because the next “supervisor”, which might just be another co-worker in the room, answered the phone and immediately started talking about the initial call about a refund. I have been passed around on the phone like a carton of cigs in the big house. I’m on might 12th call, not to mention the transfers to the wrong department.

On further reflection, I think I will terminate my service with you all. Thanks for your time, and as always, Have A Blessed Day.Robert 804-898-****

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Loss:
$798
Reason of review:
Poor customer service

Preferred solution: No one would listen to me. I was tactful and very respectful. (Value is the true money that SEARS owes me for the washer replacement)

Aneta M Vtx

Delivery problems and lies

I was supposed to have a delivery made to my home today. and the delivery person showed up on a different time slot that what was told to me. and then I got the runaround from several representative from Indonesia to hear it Nassau County. I am very frustrated I'm having heart palpitations and it messed up with my hole plans that I had with my family for the rest of the week because now I have to wait for a new delivery slide. they are incompetent unofficial and I will never use Sears again or recommend them to any of my Distributors that I work with.
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Loss:
$300
Cons:
  • Representative and time management
  • Customer serice
  • Inability to offer a reasonable solution
Reason of review:
Problem with delivery

Preferred solution: Delivery problems

William S Acr

52" Craftsman Heavy Duty 9 Drawer woodtop work bench

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Sears - 52 Craftsman Heavy Duty 9 Drawer woodtop work bench
Sears - 52 Craftsman Heavy Duty 9 Drawer woodtop work bench - Image 2
I recently purchased the 52" work bench item number 706.731010. I have already had to replace it. I stepped up to a Matco toolbox. Because my Craftsman box started to buckle all 4 corners are bent in. The top drawer is very Shakey while opening or closing. And that was before I ever put any tools in it. I called Sears to try to return the item for a refund. Claimed all they could do was repair or replace. The problem is this box is so flimsy that repairs are not going to help. And the thought of replacing this cheaply made box with an identical one is just rediculous. Junk is junk. I've seen stronger toolboxes @Harbor Freight.
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Jeremiah Peo

Damaged Home - Damaged Goods

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I placed an order for a washer, dryer, and fridge, online. They show up for delivery, separately, and charge me the delivery fee twice. Additionally, the washer and dryer show up damaged. They were not supposed to be damaged. During delivery and installation, they caused $2400 in damages to my home, which is more than the total cost of the products. They also agreed to pay $200 for the damaged goods that were delivered. I have seen none of it. I have called multiple times trying to rectify the claims, and they pass me around until they disconnect me. I will never use this store again. Thankfully, consumers may make it so no one can use the store again since they are going under.
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Loss:
$2600
Cons:
  • Customer service does not speak english fluently
  • No accountability
Reason of review:
Poor customer service

Preferred solution: Pay my damaged house and the money promised for the damaged goods that were delivered.

Judith D Voh

Refrigerator

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I bought a Kenmore Elite Refrigerator on August 9,2015 .IT now is not cooling either the freezer or frig after calling for repair I have been told they cannot come out until Sept.4th which is 1 week since it broke .All my food is spoiled and had to be thrown away my husband has insulin that has to be refrigerated and other meds and SEARS DOES NOT CARE ALL I AM HEARING IS IKMOW I AM SORRY !! If I call someone myself it will not be covered by the warranty so I have no idea what to do .Today is Saturday how do I wait another 4 day when it has already been 3 days ... I AM SO DISGUSTED
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Loss:
$300
Reason of review:
Poor customer service

Preferred solution: have someone come out and FIX my refrigerator and now replace my food

Charles D Vjo

Would like to be treated as a valued person

My name is Charles Duvall and I have not received any of the service warranty on my riding lawn mower that I purchased in good faith things would be taken care of if I ever have trouble with the equipment. Well I have been shuffled around to people in othercountries and in my USA. The engine on the mower is shot because the internal speed governor will not adjust. If you can help me with this problem please do. I am also sending attachments with copies of my paperwork. Respectfully, Charles E. Duvall DAVPERM/SP4 US Army Viet Nam 196*-196* 120th. Transportation Co. Red Ball Express pchuck8@***.com 418 97th.Ave.W. Duluth,MN 55808
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Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

1 comment
Charles D Vjo

I have not heard anything from Sears. Wish I had better news. Regards, Chuck

Anonymous
map-marker Madison, Wisconsin

Sears Kenmore Elite refrigerator on 03Sep2019.

Hi,

I had a tech into repair a Sears Kenmore Elite refrigerator on 03Sep2019. He demanded a check for partial payment.

Apparently he never processed the check. Subsequently I made a payment via the automated phone system. I was NEVER able to speak to a person in billing. I had to stop payment on the check he still has floating around out there which is going to cost me between $30-$35 in bank fees due to his error.

I have spoken to 5 different “representatives in service” because that’s all they say they have, and 4 of them referred me back to the automated phone payment and due to poor English skills they didn’t even understand that there is no live person to talk to at that number.

I spent over an hour with the first 4 and now am on hold for over 20 min waiting for someone to get back to me who claims they know who to get to fix the issue.

No wonder you are going out of business. I would never do business with you again even if I had the option.

How do you propose to resolve this issue?

Crystal

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Reason of review:
Problems with payment
Jo A Aef

Valid Claim Denied

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I invested $600 in a Sears Home Warranty. Called the first time for service after a year. Technician came; saw the floor was jamming my dishwasher tightly against my counte rtop, noted the damage to the dishwasher, told me to get my handyman to remove the dishwasher and repair the floor. My handyman had to disassemble the machine in order not to further damage the counter top and adjacent cabinet. We saved the parts for the Sears tech. Then Sears Home Warranty as HomeSure of America, Inc. denied the claim and the technician charged me $70 for a service call while giving me no service.
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Loss:
$670
Cons:
  • Warranty service - sucks
Reason of review:
Warranty issue

Preferred solution: Full refund

joseph d Ftv
map-marker Denver, Colorado

Delivery notification

can i get my refrigerator upgraded because you are out of stock on the one that i ordered yesterday, that i absoloutley need.
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Loss:
$850
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

2 comments
Guest

They are out of stock on all there products. They went bankrupt and nobody will ship them merchandise

Guest
reply icon Replying to comment of Guest-1766658

Ha! Ha!

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David Pll

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Repairman did not show up

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Updated by user Aug 28, 2019

I lost 4 days and so far (as the repairman still has not arrived) 6 hrs 11 minutes. This is time.

This is something that can not be replaced. I am retired but when I worked my salary was around $20 a hr. So at 4 hrs a day for 4 days that is 16 hrs and if I am forced to wait another 8 hrs today to get this machine repaired that is 24 hrs of my time at $20 an hr. That is how much I have lost!

Of course I know Sears will not pay me as most business are arrogant about how they treat their customers today. I spent time on the phone with their Computer Answering Machine too and the annoyance should be worth something but again, Sears will not pay. I will never buy anything from these people again and it is no wonder to me that they are going bankrupt. Such terrible customer service.

Such awful customer loyalty and such an inconsiderate waste of my time! Even for writing this!

Original review Aug 28, 2019
I contacted Sears Repair and set up a appt which was cancelled and rescheduled 4 times. I then looked online for someone to repair my Kenmore washer/dryer and was forced to contact Sears Repair again. I made the appt. for today Wednesday, 28 Aug. 2019 from 8AM to 12PM it is now 2:04 PM and I just received a call asking me to wait for the repairman! I want some type of compensation or price reduction for having been forced to wait so long for a repair!
View full review
Loss:
$200
Cons:
  • Foreign customer service representatives
  • Repair people who reschedule repeatedly and do not show up
  • Stupid computer answering machine
Reason of review:
Poor customer service

Preferred solution: Some type of compensation for my time

Anonymous
map-marker Key West, Florida

Warranty in a job not well done

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Call Sears for a very loud noise my Maytag washing machine was making send someone over change some part but still the same charged some $400 call back Sears send someone else said wrong part was changed said it will cost over $500 we said no for that will buy new one but think Sears should give us a credit for first visit. Call 3 times never could speak to the right person
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Louis E Gbu

Poor quality control on Samsung ranges

4 attempts to replace a defective part on samsung range, range was replaced but has a scratch. Corporate notified again of on-going issues . Sears offered $50 which we refused after consulting with a manager from sears outlet store on how damaged merchandise is handled. Will file various consumer complaints and utilize small claims court if needed.
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Loss:
$125
Pros:
  • No more pros
Cons:
  • Poor product quality
  • Poor customer service
Reason of review:
Bad quality

Preferred solution: Price reduction

Anonymous

No call back no explanation

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I ordered service for carpet cleaning. For the second time. No one ever showed up. I had to call to figure out the time they would come. They never told me a time. I think confirmed it. They still didn’t show. I took off of work for this appointment. It is always the Baltimore office. Is there a way to avoid this office entirely and how can I be compensated for the two times of have taken off work all to not have carpets cleaned
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Demarrio Kav
map-marker Andalucia, Alabama

Washer. Not working. Local store can not be contacted

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I called and was disconnected mid call
View full review
Loss:
$550
Pros:
  • Close to home
Cons:
  • Terrible customer service after sale
  • Lack of response and poor costumer service
Reason of review:
Poor customer service

Preferred solution: My machine fix or replaced today

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