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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
I purchased a Kenmore over the range microwave hood combo in June 2017. I also purchased the Master Protection Agreement coverage for 5 years. The Kenmore warranty is 1 year. In October 2017 I put a potato in the microwave and pushed the potato button and went outside....
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1 comment
Anonymous
#1388878

I’m a ex tech and STAC plays that game with every replacement. Call and get a refund on your extended warranty and call the news media.

Sears refuses to honor the terms of the contracts they sell.

The sooner they are out of business the better the world will be. Rochester NY

Review
#1127738 Review #1127738 is a subjective opinion of poster.
Product
Kenmore Microwave
Reason of review
Warranty issue
1.0
Details
Technician showed because of no cooling in 3 year old elite refrig. (4th service call in couple of years). He was in my house 5 minutes total, opened refrigerator, put his ear to refrig. ordered new condensor and serveral parts totaling nearly $600, added $99 service...
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1 comment
Anonymous
#1388880

Sears owner and incompetent management destroyed sears. Every useless manager that has a job will never work again when they go bankrupt.

No company in there right mind would hire anyone that had something to do with this shipwreck. Rochester NY

Review
#1127716 Review #1127716 is a subjective opinion of poster.
Service
Sears Technical Support
Cons
  • Unfair
  • Lack of empathy to resolve
  • Customer service and technician quality
Reason of review
Poor customer service
Loss
$400
Preferred solution
Deliver product or service ordered

Sears in Rio Linda, California - Horrible delivery services

3.2
Details
I ordered stove range to be delivered on 11/6. We hauled away our old one a night before the delivery date. I requested a call before delivery. Did not receive a call before delivery, however, I received a call when delivery truck was by my door and I was 10 minutes away from my house. I asked to wait for me and I will be there in 10 minutes. Horrible delivery. I came in 10 minutes and delivery truck was gone. I call multiple times to offshore sears customer divery department and they were not able to help. Instead they added points and rescheduled it to be delivered on 11/8 between 10 am and 3 pm. I asked to deliver after 4 pm since Im working and no one will be home. They said they can not accomodate this. I asked for any phone number in united states and they said they dont have any. I consider now not to use sears for big appliances only because of thei delivery service :(((
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Review
#1127262 Review #1127262 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Poor customer service
A lesson to always read reviews: my wife and I tried to buy a refrigerator from Sears, with home delivery. They said delivery would be in a week, faster than any other service for this fridge. Alas, it was too good to be true. The fridge was scheduled to be delivered...
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1 comment
Anonymous
#1388368

I am also facing similar issuees with sears delivery of my refrigerator. 6 Times they cancel the delivery with no proper communication and false dates. They took our money 6 weeks ago and not delivering on time.

Review
#1126960 Review #1126960 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery

Sears - Electronics Leasing Review

1.0
Details
The leasing program at Sears is SCAM. The manager appeared as if the lease agreement allows customers to payback their initial approved amount. No, this is so far from the lease agreement. I purchased a mattress just to find out, none of my monthly payments were paid against the principle amount, but only accepted as lease payments. I cannot afford a car let alone, to lease a 4,000 mattress. I have a ballon payment of $800.00 after making a $360 payment for ten months as of today. Go to Big Lotsor Art Van-do. not.shop. at Sears to purchase anything with this b-llsh!t as SCAM.
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Review
#1125449 Review #1125449 is a subjective opinion of poster.
Service
Sears Electronics Leasing
Reason of review
Not as described/ advertised