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Sears.com and Sears customer service is really ***.

1.8
Details
OMG you are so right. No wonder they are in the crapper. I went to Sears.com and bought an electric cooktop on sale. I also purchased the installation services. When the inventory of the order came up after purchase, it was noted that the installation was for a "gas double oven." I shrugged it off until my installer called and said to me that he was confused as to why I purchased a gas installation of an oven instead of an electric cooktop. I tried every *** number that everyone within Sears gave me and everyone passed the buck. The problem is I was overcharged (gas is harder to install) for installation and the installer can not install the electric cooktop without a corrected order. No one will correct it nor will they refund me the difference etc because NO ONE KNOWS whose job it is to do so. AND it's the website that only gives you ONE choice for installation when you go to purchase this electric cooktop (which by the way ONLY comes in electric...no gas option at all). I will try this phone number but I think a once great company is going down hard.
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Review
#1130705 Review #1130705 is a subjective opinion of poster.
Product
Sears Website
Pros
  • Sale price
Cons
  • Any solution to the problem would cost more money for me
  • Delay delivery delay installation service
  • No one knew what they were supposed to do about my problem
Reason of review
Order processing issue
Loss
$100
Preferred solution
Price reduction
Tags
  • terrible communication failure

Sears - Furance, Father dieing

After 30 years and 16,000 dollars of warranty fees. Sears wants 700$ to clean the furnace that they have maintained for over 30 years. and that may not fix it. My father is dying in my home and wants to die in his of more then 50 years. And they will not fix the furnace. .. No reason their going under. They say never cleaned and this guy never suggested a cleaning till now. and they can only see records two years back. They have been out there 3 to 4 times a year. No call back from Management. They have made my fathers dying and death horrible. NO I'm sorry no nothing. He has 400$ left on his warranty and cant get that unless he gets on the phone. He can't even talk. and when I did get to talk to the one manager today. She talked over me all for 700$. His last request is on her and Sears. I hope they go under very fast. I will be happy.
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Review
#1130442 Review #1130442 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Warranty issue

Sears - Reschedule twice never got serviced

1.5
Details
Refrigerator freezer icing up so called for appointment. Was given a appointment a week out on November 2,2017 1-5. They call the day before confirming appt. in morning then canceled 4:00pm. Rescheduled us for the following week November 8th 1-5. Five o’clock came and went we call to see what happen. They said he was finishing up in and would be on his way. We get a call from him asking we’re we are. So we give the address and apparently he was given the wrong address and was now and hr away. His supervisor said he could not service us because he would not pay him for over time and we need to reschedule. So my husband called right away and they said the next available appointment is for the following week November 15th we explained that I had taken a day off of work for this appointment and now we have to wait another week because they gave him the wrong address ( which when we called to see where service person was we gave them our address again with zip code so how do you get that wrong!!!!) They would not budge from that appointment so we said forget it. Now they are still calling and texting say we need to call to reschedule. I would have much rather use my day off for vacation than waiting for a Sears service repair man that never showed. Once this refrigerator goes that will be the last Kenmore product I will ever own!!!
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Review
#1130391 Review #1130391 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Cons
  • Repair service
Reason of review
Poor customer service
Tags
  • Sears Service

Sears took my money and never delivered

1.0
Details
On August 15th 2017 I ordered and paid for an item for in-store pickup. Weeks went by and Sears never called or emailed me. I called to inquire about the status of the order, they said they would call me back. They never did. I called again after waiting a couple of weeks, the best they could do was refund my money and have me re-order. Their customer service people, instead of just doing the right thing and re-ordering what I already paid for, wasted my time by putting me on hold, not understanding what I said - example: "I just want you to give me what I paid for." their response: "So I hear that you want a refund." Totally unacceptable.
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Review
#1129812 Review #1129812 is a subjective opinion of poster.
Service
Sears Pick Up Service
Cons
  • Wasting my time
  • Unable to speak english
  • Unprofessionalism of everyone
Reason of review
Poor customer service
Loss
$22
Preferred solution
Deliver product or service ordered
Tags
  • Sears bad customer service

Sears in Oak Ridge, Tennessee - Not happy

1.0
Details
Sears - Not happy
I am not happy with sears because they would not exchange my brad nailer without a receipt because I got it from Kmart and Kmart doesn't take your information to put it into Sears computer Sunday when we return or exchange my brad nailer
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Review
#1128825 Review #1128825 is a subjective opinion of poster.
Reason of review
Return, Exchange or Cancellation Policy

Sears- Worst experience ever!

1.0
Details
My fridge broke on september and I called to schedule an appointment but they tried to fix it over the phone!! After that I called again and they sent a technitian he said he needed some parts and they ordered it. When the parts finnaly arrived and the technitian came he said they sent it wrong. I've called about 20 times in 3 months, I still don't have any answer whatsoever. On top of everything I purchased extended warranty and they dont give proper customer service. How can I do with my 6 years old grandson ? Do i have to buy milk everyday and throw away the rest? Do I have to eat breakfast, lunch and dinner everyday bevause I cannot keep anything home? And dont let me start with the smell!!! Do you think that is ok to wait over 3 month to have a fridge repaired? I called again today and I said I just wanted to send the the fridge back to the store and the great answer was "you can do that if it makes you happy" Do you know what makes me happy? To have a working fridge, because I paid for it! Never ever again I would buy from SEARS.
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1 comment
Anonymous
#1390076

I bought a Kenmore washer and dryer on April 10, 2017. I was very happy with the appliances until this week when the dryer wouldn't work until suddenly the time dial started to run up and down and settling to a low timing.

I was barely able to dry my load of clothes.

Today I was able to get hold of someone in the "Repair" department after some hiccups. When I followed the instructions given to me and was able to see the back of my dryer, I discovered that the metal hose was squished between the dryer and the wall. It must have happened when the installers pushed the dryer towards the wall.

I was told that that was the cause of the problem and was advised to contact the "Installation Customer Care."

After calling this Care center, I was told that due to the time that has passed since installation (more than 30 days), they could not do anything for me. As if our responsibility is to "peak" behind any appliance after it has been installed to make sure everything is correct!

I feel it is not fair that I have to pay for the cost of a new hose, which I don't think it would be much, but I would have to bear the cost of hiring a handy man, as I cannot move the dryer by myself nor have any idea on how to replace a hose, when the installers should have been responsible to check that everything was in order.

If I don't fix this issue soon, Sears might not pay for the repair of the dryer if this stopped working completely.

I will never trust Sears again nor buy anything there. I have been a loyal customer for over 20 years.

Review
#1128809 Review #1128809 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Poor customer service

Sears - Kenmore Washer Broke after 2 months of use - have been waiting over 1 month for repair/replacement

1.9
Details
I bought a Kenmore Washer & Dryer set and had them delivered in early August. On October 4th the washer started flooding my downstairs. I called Sears customer service to schedule a repair and had to call 9 times before someone would send out a Tech (one of them actually told me that my washer was flooding because I only washed 4 dress shirts in it! Wow they think we're all idiots). The first apt was Oct 17th. The Tech (Tony, Tech Id 901538) inspected the washer - and took pictures which he showed to me and sent to his STAC (manager): the outer tub was cracked and it was not economical to repair. He spoke with STAC and they agreed it should be replaced. (Either repair or repace is fine with me as long as I have a Washer that works right). The next day I called the member care number (800-827-6655) and they said that Tony didn't file all of the paperwork call back. I called Tony's cell phone and he said he did file the paperwork. I called Member Care the next day and they said they need to send out another Tech - and the soonest apt is Nov 2nd! So on Nov 2nd, Tony comes to my house again. He acts all amazed and takes more pictures of the broken tub, gets a part number (3045ER0048U) and this time the STAC says maybe it can be repaired instead of replaced. Tony tells me that if I want a new one I should go back to the store and speak with the manager. I tell Tony let's repair this Washer ... and I also go to the store (try all avenues available). I called member care the next morning on my commute - they scheduled another appointment on the 16th. On Sunday, Nov 5th, I popped into a Sears store and asked to speak with a manager about my Kenmore Washer that broke after 2 months and hasn't been fixed in over 1 month. Some customers overheard me and asked me about some details. Some nice woman named Maria, took down my info (I had made copies of my receipt and documents from Tony). She said she'd e-mail the customer service manager and cc me. I haven't seen anything yet. So I'm heading back to the store. Now I call them every morning on my commute - sometimes they just dump me on hold (after 10 mins the call drops and I call back). I say I am hoping to speak with someone who can cut the red tape, so I tell them the WHOLE story each time (Amazingly they stay on the line for all of it). It has become part of my morning ritual. Also, I pop into the Sears at the loca
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Review
#1128721 Review #1128721 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Lies we were told
  • Very poor customer service from management and retail support
  • Product did not last
Reason of review
Poor customer service
Loss
$500
Preferred solution
Full refund
Tags
  • ping pong

Sears - HVAC install gone sideways.

2.2
Details
I contracted Sears Home Improvement out of Lenexa, Ks. to install a HVAC system in my home in August that didn’t get fully installed and operational until October this year. I repeatedly had to contact them about issues with the contract changes, price changes and charges they made to my account without written authorization including installation errors. Most of the installation errors were corrected but only at my repeated request for service. Non of the issues with the contract changes, request for information or charges they made to my account were answered or resolved. I will never make the mistake of trusting Sears or any other contractor ever again. I was dissatisfied, to put it mildly, with the whole installation. The installation work was performed so poorly that I feel I could have done a better job and I’m a disabled veteran. Because of the manner in which it was installed I now have a system that is loud, shakes my the wall and floors of my living room and kitchen. I was informed by the installer that the system will be inspected after completion but that has not happened either. I’ve asked the installer and the office for the information but the office doesn’t know and the installer won’t tell me. I’ve had so many issues with the installation that I asked for the installer’s certification to work in Iowa as an HVAC installer but was refused that information as well.
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1 comment
Anonymous
#1389333

All of sears Home improvement work is done by subcontractors. If your a contractor and don’t have work your not a good contractor.

Sears pays them low bids and the work is terrible.

I would never trust any sears subcontractor to do work. Rochester NY

Review
#1128204 Review #1128204 is a subjective opinion of poster.
Service
Sears Air Conditioner Installation
Reason of review
Bad quality

Sears - Stuck with a bad Kenmore Elite French Door...

I just have to get this off of my chest. I purchased a new Kenmore Elite 74025 30 days ago directly from a Sears Store. I purchased this particular unit, because it has digital settings, and would allow me to set to 34 degree (I like my stuff COLD.). And my wife liked it as well, and we loved the door material. $3,000 out the door! Beautiful box… I love the form, and style, and the function... but I now hate Sears, and this particular unit because it is flawed! I am upset, because right out of the box, it would not cool down below 38, even if you set it to 34/33… Sears sent out tech’s 4 times (Time away from work for me) and the tech would say, “It cools to 37.. you are good to go!” “The book says the industry standard temp is 37, and these can vary 5 degrees!”... And Sears Service Center is then telling me that since the techs say I have a good fridge, then I have to just live with it. Mind you, I bought the fridge because it gave me the impression it can go to 34 degrees, Because I can set a digital setting to 34/33… but in reality, I have to set it to 33 just to get 37/38!!! I am afraid to see what happens if I set it to 37! (but, it doesn’t matter anyway, as II purchased this fridge because I wanted one that could go to 34.) 34/35 is the optimum temp for a fridge, and this fridge will never get to 34. WHY would they put settings on a Refrigerator that the unit cannot physically do? Why not just put a big ON button, with a factory setting of 37, if they are going to make customers keep units that won’t go to any other temp setting? Really??? Sears is telling me there is nothing wrong with this fridge, and that I should just live with it? I have bought appliances and products from sears for over 40 years! This will be my last major purchase from them, especially appliances. Be aware, Sears will not stand behind their stuff… Instead their customer service will tell you that your temp reading from a glass of water with a probe will be warmer because the molecules in the water move creating heat, so the temp will read warmer than it really is, or that the thermometer you are putting on the shelf is not accurate, and that you probably have it on a warm spot in the box! Used to be: Sears would exchange any product a customer wasn't happy if done within a reasonable amount of time. How do you get Sears to fix or replace a broken unit, when they won't accept that it is not working correctly in the first place?
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Review
#1128200 Review #1128200 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Reason of review
Bad quality

Sears - Horrible customer service and repair

I will just start off with saying Sears will never have one penny of my money ever again. I have had the worst customer service repair experience and I feel like I'm being shafted as a customer. We bought our Kenmore Elite top of the line refrigerator 2 years ago spent a couple of thousand dollars on what we thought was a great refrigerator. Since then we have had to replace the drawer for the icebox which took almost 6 weeks to get the part and the first time that we received the part it was broken so we had to order another part which took another 4 weeks. This Sunday our refrigerator stopped Cooling and I called the repair department who told me that they could not get someone out here till Tuesday. The repair guy came on Tuesday and advised us that it will take 10 business days to receive our part and he also proceeded to advise us that this is the 5th refrigerator that he is repairing with the same problem from Sears. He needs to order the compressor which is a main component of the refrigerator not some hard to find silly little piece of a refrigerator. I find it ridiculous that any customer should have to wait 10 business days for a main component of a refrigerator that is less than 2 years old. Nowadays with overnight and expedited shipping that should not be an option. I contacted the complaints department got transferred around and finally was able to speak with Liza supervisor and repairs Department who proceeded to hang up on me after I was telling her how it was unacceptable for my family to go 10 days with no refrigerator. I have three children and a senior mother I cannot afford to live on fast food for the next 10 days. Yes Sears did offer $250 credit for all of my food that has gone bad but that does not cover half the cost of what it's going to cost me to repair the food and to feed my family for the next 10 days. I am livid with Sears and the repair department and how customer service handles the complaints of their customers. I am taking this all the way to the Better Business Bureau and I will never ever deal with Sears again
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Review
#1128047 Review #1128047 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Poor customer service