Jay G Mgd

Frustration with service and warranty.

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last year in Sept i purchase a riding tractor. It had technical trouble and sears came out to repair. They were unable to fix it. they came out over 7 times over a year and have not been able to fix it nor will they replace it. The say that the teck has to say the tractor is non repairable for it to be replaced. I asked the teck who said he couldn't repair it to say the tractor was non-repairable. He say he can not do that only his supervisor can make that call. supervisor tells him to order another part and i have to wait until he installs the new part and the cycle starts again. this has happened 3 times already. and they want to do it again. frustration it to mild a word to describe how i feel. Over a year with a $2000 piece of yard art in my front yard is too much.
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Loss:
$2000
Cons:
  • Service has been the worst ive ever encountered
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Jaina J

CONSUMER ACTION.ORG Hotline Complaint Form

Updated by user Jul 18, 2018

Sears Complaint: The Saga Of A Refrigerator That Caused $30,000 In Damages (ctwatchdog.com). "Gas-lighting" is a term which was coined in psychological and social work in direct reference to being blindsided and conditioned to have a person believe something is true...

Original review Jul 17, 2018
First, thank you for taking the time and effort to read the following information, that I sincerely trust and expect that the details below may assist each person who needs immediate resolution and the obligation by Sears to perform proper professional conduct.
Please also note that this opinion is subjective. I offer the following based upon my own personal experiences with Sears, and that I completely and totally understand and relate to each and every issue posted here at Pissed Consumer. In kind, I too am communicating that understanding, angst and sheer disregard for the lack of attention, lack of accountability and the flippant disregard that Sears still chooses to enact and engage fully in business practices which Sears and its reps has full and complete knowledge of.
After seeing the repetition of issues and problems that so very many of us are currently engaged in, and the subsequent actions that each of us have employed legally, ethically and persistently, it may be that we all need to step up our game and reach beyond the expectation and subsequent behavioral effaces which have become traditional and contusive. What I mean by this statement is that within the conditions present and controlled variables that Sears and its representatives know and perceive as the truth, that the only recourse and potentially embarrassment and exposure continually upon Sears itself. That is apparent and reflected well within each posting printed herein at Pissed Consumer. Therefore, one avenue (which has proven well in performance and in attentive conduct) is to have media sources take the situation up on our behalves.
The following website, https://complaints.consumer-action.org/ has a complaint form, which they express and encourage that very same attention in the media realm to actually do something about our issues, problems and consistency that is deplorable and reprehensible for us and for themselves. In doing so, this is the sheer demonstration of exposure that we all need at this point and time.
YOUR ISSUES ARE OF MAJOR IMPORTANCE TO EXPRESS THAT OPTION PUBLICLY, BOTH THROUGH SOCIAL MEDIA AND OTHER MEDIA RESOURCES TO GET TO THE BOTTOM OF YOUR ISSUES AND TO HAVE FAIR, LEGAL AND RIGHTFUL PERFORMANCE CONDUCTED WITHIN THOSE VERY SAME PERIMETERS.
Here is the header from the complaint form listed on their website: Consumer Action.org Complaint Form (also available en Espanol):
"Send your consumer questions and complaints to our referral and advice hotline. To give you the best possible assistance, we need your full name, city and state of residence, and daytime phone number. (See our privacy policy.)"
"If your complaint is of major consumer importance, we like to have the option of referring your name to the media (TV, radio, magazine and newspaper reporters). If you object to being contacted by the media, let us know and we will honor your request. (See our privacy policy below.)"
"This form has been updated: Dec. 5, 2017."
Embarrassment is one of the sincerest forms of flattery and is extremely viable. It may be the only avenue to finally obtain the proper, legal and direct consequence to the audacity and heinous conduct of a company whose values and commitment to its customers and vendors once were the industry regulatory standard within the CODE OF CONDUCT for all business and legal practices.
Thank you, ever so much in investing your time in a subjective opinion that I sincerely hope will benefit each of you honorably, courageously and satisfactorily.
J.J. Freeman
(Et Tu Brutae)
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Reason of review:
Poor customer service
sandy h Leu
map-marker Jersey City, New Jersey

Waiting for service snce oct 9,2018

I had a technician come on oct 9th of this year- havenot heard a thing since- called today 10-29-18 to be told the parts and service were cancelled on both my washing machine repair and my furnac e repair scheduled for 11-1-18 WHAT IS GOING ON?????? I HAVE A 4 YEAR OLD OIVING IN MY HOUSE WITH SEVERE ASTHMA AND USING BREATHING TREATMENTS had I known 14 years ago that sears would be so unreliable iwould have never bought a single appliance with the sears name on it so now whodo I call since the protection plan is useless?

my washing machine is out of order since 10-9and the furnace is out and a terch is supposed to come on 11-1-18 -who do I call - I was just told my parts and sevice were cancelled - I don't know why - I was told to call 800 467**** and was told the system was down!!!!!! what other excuse can they come up with???

View full review
Loss:
$1000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Alena L Vyv
map-marker Erie, Pennsylvania

Waste of time

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Had a broken washer, called sears to fix it. Was told i could use the machine untill the parts came in. I went to use it three days later and it wouldn't drain. The diagnosis was for unbalanced load. Now it wont drain. Called and cancelled the order and of course the parts came the same day. They have been sitting on my porch over a week. Ive called four times! Finally i was told there was a mistake..they will pick them up tomorrow. Mind you all of this has taken three weeks now. I purchased a new washer and asked for a full refund..including service call. Nope. Non refundable is what i get. Stay away..crooks and idiots work here. Thanks for nothing and stealing my money!!!
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Reason of review:
Poor customer service
Tim. O
map-marker Morgantown, West Virginia

Keep changing delivery dates

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On Sept. 14th of 2018 I purchased a dishwasher from Sears. It was supposed to be delivered Oct. 3rd. At 10AM on Octer 2nd i received a phone call stating that there would be a delay in delivery and the new date would be the 10th.

This is unacceptable. I had to take a day off work for the original delivery date and now I have to take another. This is going to cost me over $1000 in lost wages.

When I called to complain they just kept transferring me and basically said tuff crap get over it.

I'll never but from Sears or it's affiliates ever again.

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Reason of review:
Problem with delivery
1 comment
Jaina_J.dc1

I relate and completely understand where you are coming from. The phone systems are third party and are not accelerated to escalation.

Contact your home states AG. the FTC and email NACA, (National Association of Consumer Advocates) to help you get through. I posted several dialogues and email offerings to politely and rightfully demand information regarding your purchase.

It is entitled Sears - The Oatmeal Hit the Fan and is at the very bottom of thus post. Please let us know how it went for you.

Anonymous

Worst Customer Service EVER!!!

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I called Sears to schedule a service call for my 3 yr old dryer AGAIN! After being bounced around for 45 minutes, I was told that my warranty expired in May 2018. I tried to explain that I never received notification that my warranty would be expiring by phone or by mail. They tried to sell me some insane plan where I pay $89 to the service person on the day of service in addition to $49 for the first month of coverage starting immediately as in during the phone call. He failed to mention that in addition to $49 monthly fee adding up to $600 a year there would also be a $ 80 dollar deductible the for the first call and $75 deductible for each subsequent service call. I only got that out of him by asking questions repeatedly. Finally I asked to speak to someone in the retention department (TJ) with an American name and Asian accent didn't know what the retention department was! Shrug and I was bounced around some more and connected with the wrong department again before being disconnected. I called back and finally got retention department after being a bit surely. They kept me on hold trying to find a solution for another 50 some odd minutes. In the end even with the supervisors so called help they could do nothing for me other then charge me an arm and a leg for a Kenmore dryer thats been nothing but a headache since I got it! We have been customer as my cc says since 1977. I have supported there empty stores with the same old merchandise faithfully in spite of the fact that they don't even have a GM to assist when you need help or any new merchandise. I guess this how they say thanks for the complete nursery, baby stroller, blankets and clothes that Ive been buying for my son for the past 4 + years. Not to mention clothes and shoes for my older kids and self myself. I've purchased jewelry, linens and Just this spring I purchased a brand new grill and fire pit as well as bluetooth umbrella and all the protective coverings for them. My point is I have been a great and loyal customer to them trying to help keep the few stores left in business and this is how they say thanks. By cheating me of my extended warranty option that they admittedly say they sent at the end of May which would have been too late even if they had really sent it! I will never shop at their store again, As far as I concerned they can go out of business today and it won't make on bit of difference to me. They used to be a quality store with some self respect, dignity and pride when it came to their products and their customers. Now they are just like all the other money grubby creeps that could care less about the consumer! Good BYE SEARS and GOOD RIDENS!!! Thanks for nothing but a crap dryer and lousy customer service. Be proud of yourself for wasting two hours of my life. You really stink!
View full review
Loss:
$550
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

Charles Zjq
map-marker Spring Hill, Tennessee

Horrible customer experience

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I purchased a refrigerator from Sears I was given a delivery date I receive email three days prior to the scheduled date that my refrigerator will be delivered on the date as scheduled. I never received a phone call that my refrigerator will not be delivered as schedule because the warehouse did not have the refrigerating in stock until the day of. I took a vacation day so I can be at home when the refrigerator arrived so that was a list of a vacation day I called Sears and how would they compensate For a loss of a vacation day there was no competition and the supervior that I spoke to was rude and unprofessional and offered need to purchase a cheaper model. I intured told the supervisor I was unaware that sears you sold cheap merchandise because cheap to me is something that breaks down easily and I wouldn’t want to buy anything cheap and he want on arguing with me that he offered me another model this has been a horrible experience
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Reason of review:
Problem with delivery
Dale P Bno
map-marker San Jose, California

The worst service ever!

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I have been dealing with Sears since September 7th trying to get a washer/dryer combo unit picked up and a washer dryer set delivered. I have been on the phone on and off for over 12 hours and talked to about 25 people and still no resolution.

But they have charged my credit card twice! I have never been more frustrated at a company than I am at Sears.

When(hopefully soon) this episode is over, I will NEVER set foot inside a Sears store or order online again. I will be closing my Sears card also.

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Reason of review:
Problem with delivery
1 comment
Jaina_J.dc1

Thank you for sharing your time and experiences. Immediately dispute both charges with your financial institution and have them perform a chargeback for both.

There are fraud investigation and fraud prevention team with each who will thoroughly investigate and rectify these charges and hold Sears/HSC completely accountable. As a Fraud Analyst, we work each case diligently and thoroughly and can give you full assurance your issue is a top priority.

Anonymous
map-marker Boston, Massachusetts

Two Days Later no Return Phone Call

Still waiting for my return phone call from Ms. Georgia two days later.
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Anonymous
map-marker Calexico, California

Bad customer service!!!

I did what you recomended, after writing my review of the bad experience. I called them again. Long story short they were ignoring my issue. Acted like it hadn’t happened. I then asked to talk to a manager and they hanged up on me. I will never buy from them again.
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Anonymous
map-marker Tyler, Texas

I had a legit issue with a compactor. Everyone involved was willing to work with me except for T.S. in solutions, or what ever department she is in.

If you have an issue, call repair. They will work with you. This person that was assigned my case is on a power trip, and wants to seems bigger than you. This is why this company is going under. The in store customer service is absolutely the worst I have ever seen--anywhere--in retail. I can't relate to this, because I'm in a career (in my 32nd year) in which I HELP young people--I look for the GOOD in students, and try to insure they are successful--instead of the corollary. I can't imagine what it is like to sit around and try thwart people's causes. Sorry Sears, but "by the book" and "we don't give an inch" has not worked. You might still be in business if you wouldn't have paid someone a salary to sit around and reject legitimate requests. I can't imagine the appliance department manager at this store holding this position--when I went to him for assistance, he was always tight lipped. His answer the last time was to shake his head, turn, and walk off. If you can't communicate any better than that, get a non people job. They try to sell used appliances at new prices. Kudos to Rebecca Linn, store manager, who checked her ego at the door and was willing to work with me. She was a recent hire, even though they are liquidating--which means the one before was probably axed due to poor performance, and Rebecca was hired to close the place. I have owned a major corporation, but I could have given this company a lesson.
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Reason of review:
Poor customer service
Anonymous
map-marker Topeka, Kansas

Who cares about the customer

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Sears customer service is the worst customer service on the face of this Earth they could care about a consumers request for a refund. you could call over and over and over and receive multiple different reasons why the best part is they don't know who the seller is a third-party authorized seller. Famous words are48 to72 hours for refund and e-mail update that never happens. Sorry customer service.
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Reason of review:
Return, Exchange or Cancellation Policy
Reninger s

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

Sears supervisor.

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Hi. My name is Reninger, and want to say that I’m very disappointed with sears supervisor name Máxime. I was trying to let her know about a service that I had done, where the technician missed diagnosed a problem for my dryer machine. He ordered a thermostat ! Instead of diagnostic properly and order the right part. While their are trying to change for another part that I already order.
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Reason of review:
Poor customer service
Anonymous
map-marker Torrance, California

SEARS MAINT. APPOINTMENT/PERSONNEL

I called for service bcuz my dyer stopped in mid cycle & I could tell something was off with the start button. I had preventative maintenance in August on washer, dryer & range. I told the tech I felt something was wrong with the dryer start button. He said everything was OK. Week later the dyer stopped mid cycle, made a loud voice which I taped. Sears suggested to have the rear vent cleaned, which I took care of. Was not the problem. Tech came out 9/15 told me dryer needed a motor, which arrived few days later. He ordered it, made a follow up appt for Saturday 9/28 between 8AM to 12PM to have motor installed. Friday 9/27, received a call, although albeit a robo call & a text to confirm appointment. Saturday morning called early just to confirm, yes, on schedule. At 11:45, I called, no one had called. Customer Service person said in few minutes dispatch would call with tech location. 12:10 no call, I called again, give dispatch 1 hour to call with tech location. 1:01 PM, no call, asked for supervisor, “Chester” Identified himself a supervisor, said, no tech was ever scheduled to keep this appointment. I was livid, why did it take my 3rd call to get this answer. No apology all he kept repeating was, “Madam would u like to reschedule “. I don’t have much choice, right? No compassion, unsympathetic, no apology, for the wasted day!! Asked for next available Saturday, his response was, no Saturday going forward was available. Mind you, last 2 appointments have been on Saturday. I need my dryer fixed, motor has been sitting on my living room 2 weeks. I paid over $600 for 2 year warranty on 3 items, have been a loyal Sears customer over over 25 yrs. This is how customers are treated???? WORSE CUSTOMER SERVICE PERSONNEL I have ever dealt with, and some couldn’t understand what they said, heavy accents. Seriously Rethinking renewing.
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Reason of review:
Poor customer service
Cheryl H Oyi

WHAT A CROCK!

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Spent a lot of time deciding which window AC unit to purchase to replace our ailing Kenmore unit that was nearly 9 years old, and had functioned well. The kicker was that the unit needed to cool to 60 degrees, which the old unit did. Ordered from Sears.com, picked up at a local store.

Unit NEVER functioned as promised, never once got the room below 65 degrees, regardless of temperature outside. This is a newer home, insulated, and the unit is only used in a single bedroom at night. We also sized up in BTU's based on the online recommendations.

After a month, contacted Sears customer service, which is a nightmare in itself, after nearly an hour, they scheduled an appointment for a technician to come out...9 days later, which, I find out later down the road, put me right at the 45 day return window.

Technician stated that the unit was functioning as it should as far as blowing air, etc., and that the "problem with these things is they've went to the digital temp controls". Told him that was odd, as the old one was digital, and it always functioned beautifully. End game...sorry kid, nothing I can do to help you.

Now I'm trying to return the unit...store says it can't take it back because I purchased from Sears.com and "we're two different entities". Called customer service again...after wasting nearly another hour, was told they'd be emailing me a shipping label.

Next day, I get an email telling me they won't take it back because the 45 day return period is up.

I'm on the phone now trying to get to someone in US-based customer service, to no avail. I'm pretty sure the girl has put me on hold and won't be back. From the low rate of resolution I'm seeing, I guess I'm stuck with this piece of crap. On to the BBB, for what it's worth. No wonder Sears has been in the crapper financially for years.

After nearly 20 minutes on hold, gal comes back on, gives me the same BS, says she is transferring me to Kenmore warranty services...sends me to water filter warranty services, and I am almost immediately disconnected....long story short find a number for Kenmore....get sent back to the same place, waste another 25 minutes...no resolution.

View full review
Loss:
$400
Reason of review:
Warranty issue

Preferred solution: Full refund

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