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Sears - Horrible Customer Service & Scheduling

1.0
Details
Called & made an appointment with a person that was completely incompetent. She said she emailed me service time and info, however never asked for my email. When I asked her about it she read off someone else’s. I gave her correct email & phone number. Received no confirmation. I called back because I was concerned. Again phone number was not in the system. Man said he fixed everything and a technician would be out from 1-5. No ever showed. Never got confirmation email or text. Called to see what was going on. Was placed on hold & forwarded to someone else 5 times, twice rudely. Finally was told the service was canceled. Was given no explanation as to why it was canceled. Then wanted to reschedule a week out with no apology or attempt to redeem their mistake. Have been on hold for over 20 minutes now, as I type, dealing with another incompetent rep trying to reschedule.
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Review
#1140576 Review #1140576 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Order processing issue

Sears - Washing machine blues

2.5
Details
October 30: Samsung washing machine will not drain. call sears to schedule repair. have to wait two weeks for a technician. Nov 13: technician replaces drain pump, says machine is working. after he leaves, I wash a load of towels. Machine still does not drain. :-( Call Sears, they have tech call me. he says try something lighter. it still does not drain. Sears cannot schedule another visit any sooner than 2 weeks out. Nov 29: technician expected 1 - 5 PM. Sears calls at 4, says tech is sick. earliest appointment available is three weeks later on Dec 20. NO ONE in customer service or protection agreement can schedule sooner. so, October 30 - Dec 20 without a washing machine, and if they have to order parts, even longer.
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Review
#1140466 Review #1140466 is a subjective opinion of poster.
Service
Sears Washing Machine Repair
Cons
  • People refused to do more than minimum
Reason of review
Poor customer service
Preferred solution
FIX MY WASHER

Sears - Wasted time, worthless guarantee

2.0
Details
After saiting months for "the part to come in" received a robo call telling me the technician would be there the next day to complete the repair. Waited all day, no show. When I called today they tried to pass the buck. Can I sue them for waiting time in small claims court?
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Review
#1140402 Review #1140402 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Order processing issue

Sears in West Branch, Michigan - Horrible dishwasher, Horrible service

1.0
Details
OMG i am so angry. .I bought a new dishwasher 11/6/2017 picked it up 11/12/2017 had a licensed plumber install it at a cost of $125. It does not work correctly so I called repair service and had an appointment for today 11/30/2017 Sears called and said they have to reschedule because the repairman is sick. WHAT THE *** IS GOING ON. They have my money I have a junky dishwasher that does not work, never worked. the store I bought it from in West Branch Michigan said I can bring it back but i have to pay a 15% restocking fee, WHAT!!!!! You sold me junk!!! and I will have to pay again for a plumber to hook it up. NOT GOOD ENOUGH. If Sears does not make it right I will be in court with them, that store.
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Review
#1139710 Review #1139710 is a subjective opinion of poster.
Service
Sears Dishwasher Repair
Reason of review
Bad quality
Loss
$675
Preferred solution
Full refund

Sears - Repair service disater

2.2
Details
My Kenmore washing machine broke down this summer. A repair man came . Did not fix it. Broke again. Repair man came in September. Machine worked for a while, the broke again. Repair man came , said nothing was wrong. Tried to do laundry and cycle stopped 12 minutes into the cycle, door locked, clothes inside. This was hours after the repairman left. I was told I would have to wait until Dec 8th for a repair. My clothes are stuck in the washer. I have spoken to at least 8 people who have told me they will get in touch with someone , blah,blah, blah. Talked to repair man last night and he said he would follow up with his supervisor to see if he could help me. Never heard from them. This is the last time I will ever do business with Sears. Since the end of June, I have been without a washing machine for 3 weeks at a time.Customer Service is not only bad, but non existent. This is a six year old washing machine. Sears gets an "F"
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Review
#1139688 Review #1139688 is a subjective opinion of poster.
Service
Sears Home Services Washing Machine Repair
Cons
  • Customer service
  • Lack of solution
  • Service is buffoonish and simpleminded
Reason of review
Poor customer service
Loss
$500
Preferred solution
Deliver product or service ordered

Sears - Total confusion!

1.0
Details
Took two broken craftsman screwdrivers in to local store to get them replaced on 11/22/2017. Salesperson said store was closing and they didn't have any inventory so product would have to be shipped to me. I said no problem and while I was there I bought another tool I needed. On 11/28 I got a big box in from Sears,invoice on the outside said two screwdrivers but inside was a pair of size 8 shoes and no screwdrivers. I called customer service and could barely understand the person but thought I had it corrected and they would send out my two screwdrivers. Well I called back again today and it seems they billed me for the screwdrivers and after I complained they supposedly are going to reimburse me and not send the screw drivers. They sent an email saying I would have to re-order them online! Tell me how after I already turned in the broken ones, I can get them to replace them now? This is why Amazon is killing these companies. A complete mess.
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Review
#1139353 Review #1139353 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Overall experience
Reason of review
Order processing issue
Loss
$20
Preferred solution
Let the company propose a solution

Sears - Worst Customer Service Ever

Contacted Sears Repair to come out and fix washer machine. Machine is not working and a load of wet laundry is locked inside. Appointment was made and confirmed for a Thursday morning. On Wednesday at 3:27 Sears sent an email cancelling the appointment. Just after they called and confirmed the appointment!!! Called customer service and eventually got a manager who said appointment was made in error and there was no appointment available. We had rescheduled work schedules around appointment and now have to scramble to reschedule. No apologies, no nothing. Very ignorant representatives and an even worse manager. Did not seem concerned at all about anything the customer had to say. Made new appointment and will wait until 5 minutes ahead to cancel it!!! Worst customer service ever.
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Review
#1139294 Review #1139294 is a subjective opinion of poster.
Service
Sears Washing Machine Repair
Reason of review
Poor customer service

Sears - HORRID DISPICABLE WARRANTY SERVICE

I've scheduled over 6 appointments with Sears and each time they cancel mid day. I can not get any recourse, any follow through, any true service. After being a customer of theirs for 50 years, I refuse to ever buy another product from them ever again. They have lost all credibility and are but thieves. I have purchased refrigerators, washing machine, dryer, dishwasher and more. I can not believe that they can not simply send someone out here and follow through with their end of the agreement. I will never buy anything from them again. This pathetic company is going down. Clearly they've outsourced themselves into oblivion.
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Review
#1138706 Review #1138706 is a subjective opinion of poster.
Service
Sears Lawn Mower Repair
Reason of review
Poor customer service
2.5
Details
Waited 2 weeks for a repairman to fix my washing machine. He came and said there was nothing wrong with it. Long story short it’s still not working and sears says i have to wait another 2 weeks for a serviceman
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1 comment
Anonymous
#1399381

Sounds familiar, purchased a water softener didn’t work had to wait 2 weeks for their service man, wasn’t sure what the problem was but did confirm water was hard! That was Nov 10th 2017, we are still left with hard water & have to wait another 2 weeks for someone to look at it.

Can’t exchange for new one cause it’s past the 30 days, wonder why it’s past the 30 days. All I want is SOFT WATER!!!!!!

You people are ridiculous, what happened to your “customer satisfaction “ either I get soft water or you people are replacing what we have. This is BS!!!!!!

Review
#1138612 Review #1138612 is a subjective opinion of poster.
Service
Sears Washing Machine Repair
Reason of review
Poor customer service
2.8
Details
My refrigerator was under warranty however it has required repair 10 x in 3 yrs. Sears states they’d replace it 11/24/17 when I went into Chgo Ridge Store and selected it. Delivery date was 11/26/17 btw 2-5. WHIRLPOOL REFRIGERATOR. They called @ 4 saying they had 2...
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2 comments
Anonymous
#1397574

Call your local news media and the bbb. You wil not get anywhere dealing with them. Rochester NY

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Review
#1138500 Review #1138500 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Poor customer service