Sears
Reviews and Complaints
Air Hockey Table Damaged When Purchased
I purchased an Air Hockey Table on 7/7/2018. When I went to put it together a piece was broken.
Unfortunately, this piece was essential to screwing on one of the tables legs. Now I have a table with three legs. Wen to Sears in Nanuet, NY and spoke with the Assistant Manager who could care less about what I had to say. Told me I had to return it or there was nothing he can do.
I am unable to return this 100 lb table. My nephew brought it from the store and I would have to rent a truck to return it. So in essence, I purchased a broken table and it will cost me money to return. This is completely unfair.
I spoke with a representative from Sears Solutions and I was told the Manager would call me within 48 hours however I have heard of NOTHING. I recently purchased a washer/dryer from Sears that cost me about $2500.
That will be my last purchase from Sears ever. Customer Service is HORRIBLE!!
Preferred solution: Full refund
Worst Customer Service Ever
Worst Customer Service Ever! NONSTOP delivery delays!!
Preferred solution: Deliver product or service ordered
Why is Sears still in Bussiness?
I have been Sear customer for about 40years.All our appliances are Sear Products.Last year we bought a frig.side by side and three months after warranty it started making a noise loud enough that it wakes us up at night.We called our Sears company and bought the home warranty and scheduled a repair.A repair man shows up and said he needs to order the part and will be mailed to our house.Three weeks out,no parts,no calls.So I called to find out what is going on to be told the parts has not been shipped from my the manufacturer yet and to just wait.My question at this point I paid $45 for home warranty and $80 for Sears repairman and going to pay another home warranty for this month but my sleepless nights with Sears frig.continues.What happen to Sears company we grow up with?
Preferred solution: Full refund
Ghetto employees at green acres
At approximately 3:08 pm I entered the valley stream green acres mall location where I received the worst customer service ever. I walk over to the display case and wait to get the attention of Ann that is in deep conversation with another co worker across the floor.
Once I finally get her attention my coworker inquired about the sale by asking is there a sale because the location is closing. Anna rudely snapped “who told u this store was closing, It is not ! Meanwhile I make my selection of a necklace and request to see it for my toddler. Anna passes me the necklace and tells me the price for the necklace .
My coworker suggests that the price is not a good price for a toddler necklace she starts to say “maybe they put the price higher so it can look like a sale” before I even had the chance to respond Ann snatched the necklace from my hand and proceeded to put it away. I was a bit confused about what had just taken place so I explain to the associate that I was not done looking at the jewelry and I thought it rude for her to snatch the item from my hand. Her response was “we don’t do that here if u feel like the price was fake then leave” I immediately requested her name and the number to corporate to report this incident. Ann refused to get me the number and explained there is no place for me to complain.
My coworker began to get visibly upset at the blatant unwarranted disrespect we were receiving. When she then told me if I wanted to complain so bad I should go look for a manager . After Ann raised her voice repeatedly embarrassing me in front of the other customers my coworker work stated that karma is a *** causing her to become even more irate. She called for the manager demanding we be kicked out .
I was more than happy to wait for the manager because I wanted to alert her about the associates behavior only for the manager rose to come and address the matter in a non Chalant manner. No apology she simply listened to my complaint and and responded with “aight which necklace did u want to see” I of course had no further desire to patronize this location I will never shop sears again .
With employees and Managment like this it’s a wonder how sears even manages to keep its doors open. I demand an apology .
Repair Service
- Warrant is useless
- Repair technician
- Runaround
Preferred solution: Full refund
Refund
Preferred solution: Full refund
Fake Warranty and Horrible repair Service
I have been dealing with Sears repair and Home Warranty with no satisfaction on the repair of my Kenmore Coldspot refrigerator. I have tried getting the issue resolved since August 2017, to no avail. They keep ordering parts that do not work and have replaced the main computer board 3 times and turned around and ordered it again. My problem is why do they keep ordering the same parts that do not fix the problem? I asked them and the technician said they have refurbished parts and maybe they could be bad. They talked me into getting a whole house warranty on August 17, 2017, when the technician came out. He convinced me that if I had to call again for anything it would be covered and if they couldn't fix it they would replace it. Well after they couldn't fix the main problem, I canceled it. But in December I got just the appliance plan warranty because after they came back 3 times I figured the warranty would kick in. At this point want to know why I have wasted money on a warranty that claims to replace the item if they can't repair it? I also want to know how many other customers of Sears has this warranty and are experiencing the same thing. I saw an elderly lady on the news who got a resolution thru consumer complaints. Sears maybe needs to be sued through a class action. I had an appointment today, March 6, 2018, between 8-12pm and no one has shown up. They called the day before to confirm the appointment. I called the service repair dept. and they had no idea where the technician was or if they can get someone else to come out. He never called to say he was delayed. I spoke to Tobie, and she assured me someone would call me, no one did.
I called corporate office on February 26, 2018, to file a complaint about the entire issue from day one. Another technician had just left and could not fix the problem. He called it in and was told to reordered another computer board, even though he tried to explain to them that the one that was installed tested to be working properly. The part is sitting in my kitchen waiting to be installed for the 4th time and the tech has not shown up today to install it. On Feb. 26th, I spoke to Rick in the home warranty dept. because I was going to cancel the warranty, but he said to wait. He would send a master technician out and that if their master technician could not repair my refrigerator they would request a replacement. He also said that if I canceled the warranty before 90 days of receiving a replacement, I would have to repay the cost of the replacement, plus the discount given on the parts I paid for in August. A joke right?
Well no tech showed up today and I have been transferred from one department to another while I am typing this email to you. I am on hold and have been for the last 30 minutes. The warranty department told me that if I canceled my contract for the warranty I would have to repay them for all parts and service I was given a discount on in August when I signed up for the warranty. I told them I wasn't paying for anything because the parts never worked and they have never been able to fix the original problem. My freezer has gotten worse since August 17, 2018, due to the over freezing and not being able to control the temperature, a crack is now going down the inside of my freezer. Today, the person I spoke with in the warranty dept., Charnell, I told her about the crack and how the problem has gotten worse, she said they can not file a claim for replacement because the original problem with the parts has not been resolved. According to Charnell, there is a 90 day warranty on parts, even though they keep replacing the same parts. There seems to be a continuous cycle to keep replacing the parts and as long as they fall under the 90-day warranty, they will not put the repair under the home appliance warranty. This is crazy and seems to be a trick way of never having to replace the item but take your money monthly for the warranty.
The last person I spoke with on today, 3/6/18, 1 pm was Charnell, who said she also put in a message to the quality control dept for my complaint on the technician not showing up today. She told me she called the service dept. and left them a message to contact me and that the tech could still show up before the end of the day. She also said that since the refrigerator has not been repaired since Aug. 17, 2018, the service department should show me some kind of customer courtesy to offer a resolution for not being able to repair it. I canceled the warranty today since I will never get a chance to use it according to her for this issue. They said they would mail me all of my payments back for the warranty, who knows how long that will take. But I would have to contact the service repair department to get my money back for the parts I paid for on August 17, 2018, that never worked. My problem now is my refrigerator has gotten worse because of the original problem not being resolved and I am sitting here looking at a part they had shipped to me with no answers. Sears is awful and should just shut down.
Sooo frustrated and hating Sears.
- Fake warranty that dont stand up to promise
- I hate
- Length of time and effort to resolve
Preferred solution: Deliver product or service ordered
RE Sears and CEO incompency
Pray forgive the misspelling of 'incompetency' in the heading title ;)
Dear Review # 128****:
Please note that the following listed is a subjective opinion, but the offerings may be of help to you and others who are undergoing the same ghastly experiences with Sears SHC Customer Care. Presently, I am NOT employed by, nor for Sears, but it is my sincerest hope that what is offered herein can help either to accelerate or obtain the assistance to get your issues resolved legally and rightfully tended to.
In addition, allow me also to thank you for taking the time to address and confront the myriad of repetitive issues and poor handling by Sears SHC regarding your Large Appliance (refrigerator) purchase. I try will be as brief and as succinct as permissible:
1). File an IMMEDIATE DISPUTE of your purchase with your bank/financial institution to have the purchase charged back. (I have posted how the process works in a few posts herein). This will allow you the flexibility and the right to have the responsibility tended to immediately and expediently.
2). DIRECTLY Contact the manufacturer of your item and obtain the proper direction and resolution of reporting a defective and faulty item. There are some “Good Will” programs and other avenues for legal and immediate resolution with some major manufacturers. Please refer to the Consumer Reports.org web page at
https://www.consumerreports.org/cro/magazine/2013/05/the-word-on-warranty-protection/index.htm for additional information on what you can do and what some of those terms and agreements may mean and how they apply directly to your purchase.
3). AVOID AT ALL COSTS calling Sears Customer Care. The Sears CC platform is a telecommunications 'roundabout' for general issues to the company and the agents, (who are third party processors) AND THEY WILL NOT deviate from the 'script' that each company applies to the level and type of customer service. I strongly encourage to implement the email feature to Sears/SHC at shc@***.sears.com. I have always used the email feature and have received a reply with each submission to them.
4). ALSO, contact the Sears Customer Service Care Team via email DIRECTLY at searscares@***.com. There is a posting regarding similar issues and how they were handled at https://www.complaintsboard.com/complaints/sears-hoffman-estates-illinois-c95099.html .
(Remember to use a period between “sears” and “shc” if the email address “bounces back”or to test the validity of the extension itself; for example: sears.cares@***.shc.com).
**Be sure to politely request 'Immediate Escalation' in your communications CONSISTENTLY within EACH of your emails. This will insure that the matter and your inquiry WILL BE DIRECTED TO THE PROPER CHANNEL within Sears/SHC**.
5). File a formal complaint with Sears https://www.reference.com/business-finance/submit-formal-complaint-sears-6405cdffe9cdbbbc#. Please note the overview process and the expectations of how the process works: “If you encounter a problem with a product, service or repair provided by Sears, you must email or contact their customer service department to file a complaint. All complaints are first handled by customer service, then transferred to the appropriate department for review and processing purposes".
“If the customer service representative does not transfer you to the appropriate department, request a transfer to the Sears Corporate Advocate and Customer Complaint Department. You can also reach this department directly by contacting 1-88*-507-**** for service information or 1-80*-795-**** for general inquiries".
"If your complaint pertains to your local Sears, you must contact the location directly for an immediate resolution or clarification. If you are not satisfied with Sears' customer service, consider filing a formal complaint with the Better Business Bureau. You can file a direct complaint with the BBB online by visiting their website; however, Sears requests that all complaints be emailed to their customer service department before filing a complaint with the BBB”.
Please let Pissed Consumer.com and everyone here know how it went for you. Your success story will grant and demonstrate that the consumer can do something to repair and resolve the problems and issues regarding Sears.
Et Tu Brutae
- Email responses and immediate resolution after investigation
- Very dissaponted
- Lack of service
Preferred solution: Let the company propose a solution
Resolved: Sears - Warranty Protections for Consumers
Contacting Sears Corporate Advocacy dept.
Contact Sears Corporate advocacy dept @ 800 795 **** for general inquiry and 888 507 **** for service. These two numbers are tied into Sears Hoffman Estates, Illinois. They can help.
CONSUMER PROTECTION LEMON LAWS (definitive by each state of residence) This is where things can get sticky, and will take additional time and research to sift through what you can do as a consumer of SOLD BY SEARS products; however, while the research is conducted,...
The information listed below is key and legal guidelines to give you additional insight through Consumer Reports.org: https://www.consumerreports.org/cro/magazine/2013/05/the-word-on-warranty-protection/index.htm.
THE-WORD-ON-WARRANTY-PROTECTION
“The implied warranty also applies to most used goods sold by merchants, including used cars in some states. The federal Magnuson-Moss Warranty Act prohibits companies from disclaiming implied warranties during any period that its written warranty or any service contract is in effect.
“What you should do:
If you discover that something you bought is defective—even after the written warranty has expired—contact the retailer and manufacturer to ask for a repair, replacement, or refund. It doesn’t matter what the retailer’s return policy is or that the manufacturer put a notice on the box telling you not to return the item to the store”.
"DO NOT EXPECT a salesperson or Customer Service Representative “to know” about these extra rights. To get satisfaction, you might have to go up the corporate ladder or post your complaint online, say, on the company’s Facebook page ***(or here at Pissed Consumer.com)***. If that fails, try complaining to the Better Business Bureau and to your state attorney general or consumer protection office. Send a demand letter threatening to take the company to small-claims court. If it’s an expensive product, contact a consumer attorney. (You can find one at naca.net.) (2013, Consumer Reports.org, “What You Need To Know About Warranty Laws”,section 3-4
WARRANTY DEFINITIONS:
"Express warranty" is a written or spoken promise from a manufacturer or retailer. Federal law requires that written warranties that come with products costing more than $10 be labeled “full” or “limited.”
"Full warranties" are transferable, don’t limit implied warranties or require the consumer to pay any fees to obtain service (such as shipping charges), and give customers the option of a replacement or full refund after a reasonable number of failed repair attempts.
"Limited warranties" don’t have to meet all those requirements.
Implied warranty is an unwritten, automatic protection granted by state law.
"Lifetime warranty" doesn’t necessarily mean your lifetime, but can refer to how long a company carries a product or how long it’s available from the manufacturer. Check the fine print and whether your state law defines lifetime warranty.
"Consequential or incidental damages are losses caused by a defective product". One example would be the cost of food that was ruined because of a defective refrigerator. You might be able to claim these, especially in states with strong consumer protection laws.
"Tie-in sales provisions" require customers to buy products or services from a particular company to maintain warranty coverage. They’re generally prohibited. (See Sears SWY – Shop Your Way Program).
Please Keep Pissed Consumer and us know how it went for you!
Satisfaction WAS NOT GUARANTIED
I bought new windows and a sliding glass door. It was my understanding I had a LIFETIME guarantee on all my windows and the door.
I paid cash for all of it. in '2010
This weekend , my lock busted on the slider door. Two springs came out and it will not lock.I called customer service and Finley got someone to answer after 30 min.Was told then, that it would be $100.00 just to come look at it? And plus would charge me for parts and travel, PLUS a hourly wage.
I am a single ,one income household. I am totally dissatisfied . Very disappointed in Sears .
The only reason ,I went to Sears is because I was told the product was lifetime guaranteed . Have call several people to leave a message for someone to call me and have not been called once.
Preferred solution: Let the company propose a solution
Worst customer service EVER
My Mom who is 85 had a Protection agreement on her washer/dryer unit. In August it began to make a loud noise.
She called or I called for her. Repair man came out and determined it was transmission. They ordered the part and came to repair about a week later. At that time they determined they could not remove the agitator and they would have to order the motor/transmission to replace the entire part.
That was over a month ago. Well, after much screaming the part finally came on Monday. It looked like someone threw it off a dock. Box was smashed, had *** in in.
Of course, the repair man said it was damaged and the machine could not be fixed. Now, it is over a month. Mom is 85 and TIRED. Going to the laundromat is very hard for her.
SEARS just doesn't care. No one speaks English, I can't get a straight answer.
I wouldn't buy a fly swatter from them anymore. Just awful!!!
5 year old Fridge broken for 7 weeks.
After nearly 10 weeks with NO refrigerator, the contracted service company convinced Sears the refrigerator was DEAD! Sears sent out a replacement but would NOT remove the old one. I am DONE DONE DONE with Sears!
Sears Complaint: The Saga Of A Refrigerator That caused $30,000 In Damages
Resolved: Keep away from them... it’s not the Sears they use to be
after over a month the parts were finally order, arrived and installed
- No customer service
- Customers service
Preferred solution: Let the company propose a solution
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You can't prove that you didn't break it. The manufacturer usually supplies replacement parts ; you may need to go directly to them or find a clever machine shop nearby who can make one or fix it.