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Do Not Buy From Sears Ever

Hi would just like to let everyone know to save a lot of time and aggravation and money DO NOT EVER BUY FROM SEARS. I have always been a Craftsman tool man the here recently they have just gone downhill and Sears will not replace anything Craftsman unless they can visibly see anything wrong with it but if you read the Craftsman warranty it plainly states if you're not satisfied with this product for any reason simply return it to the store for a refund or replacement I went to Sears today to get a wrench replaced had to wait in line for 45 minutes just to be seen there was only one person working the whole hardware part of Sears then it took another hour for me to finally get them to replace my wrench because they cannot visibly see anything wrong with it even though I explained to them when you put it on a bolt is when you can tell something is wrong. After an hour of arguing with them they finally called two different managers and they reluctantly replaced it although they would not replace it in the store they have to mail it to me although they had six of the exact same ones in the store so now I have to wait for over a week before I will ever get my wrench back if I even get it then do not ever buy from Sears or the Craftsman brand they are really going downhill and they are now made in China and still cost the same amount as what they did when they were made in USA some even cost more than what they did when they were made in USA you are just as well off to go to AutoZone and buy Duralast or go to Harbor Freight and buy Pittsburgh as bad as I hate to say it and you will have better service than anything you will get from Sears
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Review
#1103334 Review #1103334 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Return, Exchange or Cancellation Policy

Sears - Customer service

2.1
Details
Sears phone representatives can range from professional to completely incompetent. I really think that is a main basis for their failure. Some of their repair people are suspect. However, i have much better luck with the repair people. They are given limited support by the company with limited pay. Sears want your money but fails to deliver results. They are constantly going up on pricing yet provide lesser quality service. I think other companies have learned these valuable lessens and that is why they thrive. As for Sears, i do not see a come back but a company that once was.
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Review
#1103271 Review #1103271 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service

Sears - FAILED Repair. Techinican called "Too Busy"

Update by user Sep 20, 2017

This is so laughable I had to post: Note the customer service person listed my complaint as Riding Tractor Service. The is with a canceled repar confirmation re: a Washing Machine -- flood.

However, this has morphed into poor dyfunctional Repair/customer service. [my reply is below the cut & paste typo apology letter] Someone needs retraining. ________________________________ On Sep 20, 2017, at 10:36 AM, Sears Holdings Solutions wrote: Dear Member, Thank you for contacting Sears with regard to your riding tractor service. I apologize that our technician did not show up on the scheduled/promised date or time and I will make sure that this is sorted for you as soon as possible I hope that this time it will not happen again and will make sure that the technician will be on time for the scheduled repair that is on 09/25/2017.

I will forward your comments and feedback to the higher authority for proper recognition. I can assure that this situations will be avoided in the future. We appreciates your patience in this matter and assure to resolve this as soon as possible. If you have any questions, you may reach us at 1-800-479-6351, Mon-Sat 8am-9pm CST & Sun 10am-6pm CST.

Sincerely, name witheld Sears Member Services 800-479-6351 ____________________________________ Dear SHC If you want to have any credibility with customers—GET IT RIGHT and invest in retraining the signator of the service rep below.

He should at least review his message prior to sending to customer. Seriously….learn something about customer service.

Update by user Sep 20, 2017

Spet 20 as instructed called for the update: Wed, 9 am. Customer Solutions, rep: reviewed case: notes had limited information, no technician notes, Rep was very surprised when I told him that no technician came ot the appintment; no mention of client & SEARS interactions Monday, Sept 18 Noon - 6:45.

or that an appt was rescheduled to 1 week from Monday--Without client being called or approval, i.e NOTHING new. continuation of SEARS dysfunction and poor communication both internal & external to clients.

Original review posted by user Sep 18, 2017

12noon - 6:60 pm. A day of calls with 7 different reps, & a call from the scheduled technician who told me he was too busy, didn't understand why I was given an appt & I, I the client, should call SEARS & ask them to "find another technician". ??!!! Was assured that I was still on schedule for another tech 1-5pm, now 3-5pm- by 6:30 no call, no email to verify. Called again & spoke to another rep who immediately shifted me to Repair Customer Service, and went around the same history -nothing new. Told me I had been rescheduled for a week later. ???!!! No one called to tell me 1. no techincian would be coming today 2- no one called / no email to tell me the rescheduled date 3- no one called to ASK me if a week later was OK/ available. Miss more work????? I asked to speak to a supervisor, more wait time and same retelling history with supervisor -- - useless. Found this complaint site, called and spoke with rep who filled out a case report, & said they would listen/read the notes from the technician who cancelled. NEXT STEPS- call Sears, 800-479-6351, option 6, give case #. Ended with "Have a nice day"
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Review
#1102502 Review #1102502 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Repair service cancelled and rescheduled without my input
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Sears - Installation purchased, never performed, not credited

1.5
Details
I purchased a garage door opener and installation online on July 21, 17. I picked up the opener that day and was told install would call me. I never received a call, but I did get an email stating that install did not have my contact info. I replied to that email with that info. After a few days, not receiving a reply or call, I replied to that email again. I received an email reply with a number I should call. I called that number and spoke with someone, who set up an install date of 7/27, with instructions they would call on 7/26 with the install time window. No call was received on 7/26, nor did anyone call or show up on 7/27. I called on 7/28 and was told they could not see my purchase info in their system. I was instructed to call Sears directly.s went I called and received an out of country customer service rep, after having to continually say customer service rep their recorded system. When speaking with the real person, I was advised that they see the order in the system, so they transferred me to install again. Install still could not see the order in their system. This went on a number of times. So I went to the live chat on Sears.com. WFirst chat, I was given a $20 credit, and was sent to yet another number to call. I called that number and started the let me get you to install to set up your appointment rounds again. After a dozen or more calls, I was told that for some reason (they could not explain) they installation purchase was not sent to install, so I was told they were going to credit the install cost and that I should go back and re-purchase installion. I decided to wait the 7 to 10 days for the credit to come thru before paying $131.99 (total includes tax) again. The credit never came. So I called again father the 10 days and was told they did not know Why the credit did not come thru, but Marcus assured me that on Friday (3 days from that date) the credit would be on my card and he was going to call me that Friday to confirm. As you can tell by my story, that did not happen. I tried to call him, but they could not connect me to Marcus, but this rep said she would get install for me. This was on 9/8, 49 days since the purchase. I instructed her that me talking with install would not so she said she would speak with them, so please hold. Of course about 15 minutes into holding, I was disconnected, again. In the mean time,I I had placed a dispute with Citi bank, for my Costco card, about 3 weeks prior which was still pending to that date, until they considered it resolved after getting the credit copy of the $20 slip. So I went to the Seattle/Shoreline store where I picked up the opener on 8/9. I spoke with the Manager on duty, Rachel Farris, who apologized for the hassle, but advised me that since it had been over 30 days, she was "locked out" of the ability to credit me for the install. I advised her that I still had the opener in my car outside, was not trying to return that, but just wanted the credit for the install so I could try and set it back up. She apologized again. I asked for the name and contact number of the District Manager, but Ms. Farris said that Eye would not be able to help, and to simply call the number she gave me. I called once agaIn and was told the reason the credit was not processed is because they never asked for my card number. Even though that was not correct as the $20 credit was received without me having to give that to the chat rep. So lots of excuses, but no help to date. As of today, 9/17, almost 2 months from the date of purchase, I have not been helped, the opener has not been installed, and Sears has yet to credit my account. Citi bank has this info, with back up and is "working" on the claim. I did not try to return the opener since I received that with my Shop Your Way points, so that was at no cost. If anyone has the actual number for the major customer service complaint line, I would appreciate it. ~Joe
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Review
#1101980 Review #1101980 is a subjective opinion of poster.
Service
Sears Garage Door Opener Installation
Cons
  • Still not received installation service or credit for same
Reason of review
Poor customer service
Loss
$132
Preferred solution
Let the company propose a solution
2.2
Details
My 53 week old Kenmore Refrigerator blew the Compressor. The warranty was only good for 52 weeks. NO GRACE period. Part is covered but not labor now. Part has been on order for two weeks and SEARS can't find one, maybe two more weeks before it gets repaired. Had to...
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1 comment
Anonymous
#1369525

The worst part is the tech probably diagnosed it wrong. It probably doesn't need a compressor.

Then they are going to cut your system apart and install it only to find that it doesn't fix the problem.

Good luck with this. Rochester NY

Review
#1100892 Review #1100892 is a subjective opinion of poster.
Product
Sears Home Services Refrigerator Warranty
Cons
  • No support - does not stand behind what they sell
  • Refusal to fix the problem and lack of caring
  • Worst customer service policies
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution

Sears - Stood up twice

1.2
Details
Had a washer / dryer delivery set up twice and they never showed up or called. I drove 65 miles twice for them and both times they were a no show. I'm cancelling and buying from Lowe's. Will be glad when Sears dies!
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1 comment
Anonymous
#1373651

I'm on my SIXTH reschedule delivery for my mattress. Got robo call to let me know the time window or delivery the next day.

Every time I sat and waited with NO delivery. There was no notification of reschedules each time I took off work to meet them.

The MOST UNPROFESSIONAL service I have EVER experienced! To top it off, there is a 15% restocking fee for something they apparently don't even HAVE in stock!!!

Review
#1099324 Review #1099324 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Order processing issue

Sears - The worse experience

1.0
Details
Ordered washing machine 8-31 for instore pickup (was told it would be tuesday 9-4) it didnt come, on thursday 9-7 my app showed it was delivered so i call the 1800# and they say yes it was delivered. Luckly I called the actual store to find out it was not there it was set to be delivered on friday @230. The employee said he would call ASAp. Friday @4 I hadnt heard anything so I called back this timw I was told it the truck "broke down" but the washing machine would be deliveres by 1pm today (9-9) I called AGAIN @ 4pm to be told the truck is MIA and they couldnt give me any time. So I call customer service and spoke with the rudest, nastiest rep named Patrick. I could not believe his tone and attitude. He was so dissrepectful and I will be calling corporate. He told me it will be there in 24-48 hours (only business days) I asked 28-48 hours from when? No answer So next I called yet AGAIN and this rep says yeah its showing delievered I dont know why its not there. She tried calling the store (town mall, westminster md) but no one answers. This is the WORST purchase I've ever had and I should have just went to another store and I would have my washing machine already. I need answers, I cant cancel my order and its not coming so what do I do?
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Review
#1098675 Review #1098675 is a subjective opinion of poster.
Service
Sears Pick Up Service
Reason of review
Order processing issue

Sears in Concord, North Carolina - Washer

1.0
Details
September 8, 2017 I am on my third repair for the washer I purchased from Sears, the Repair Dept. out source their repair orders which none seems to be able to repair anything. Customers purchase appliance because they need them for everyday functioning but these people when you call could care less. When you call and talk to The Repair Dept. or Service Protection Plan staff its like talking to robots. The repair workers by the name of (Scott) that that came to my house from Modern Repairman was rude. Comment he made was he didn't know if the damage was from abuse he never seen a washer damage like that before. I have been washing for 40 plus years and this animal had the nerve to say that, what about helping the customer and listening. I tried to talk to Repair Dept. but they only pass me around to different people. The Protection Agreement Dept. was even worse and the nerve they have calling customers to get them to get extra protection plan which they do not care after that. I purchase almost $5,000.00 in appliance from Sears and this is thanks I get NEVER Again.
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Review
#1098126 Review #1098126 is a subjective opinion of poster.
Service
Sears Washing Machine Repair
Reason of review
Bad quality
Resolved

Update by user Sep 07, 2017

I was able to get a solution that worked for me at http://www.onsiteappliance.com/pa/appliance-repair-philadelphia/

Original review posted by user Sep 07, 2017

It is sad that reputed companies are not able to fulfill the promises they make to their customers. Sears is a trusted brand and most people take the...
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Review
#1097840 Review #1097840 is a subjective opinion of poster.
Product
Warranty

Sears - Kenmore Hot Water Heater Service

1.0
Details
I purchased a Sears Kenmore Gas Water Heater and had it installed 3/17/2015. Heater stopped working September 1st, 2016. Waited 12 days for warrantied part to arrive and be installed. Heater stopped working again on August 30th, 2017. Am in the midst of again waiting 12-14 days for a warrantied part to arrive. In the meantime my family (especially my aggravated wife) are all pretty miserable. Sears, you guys suck - last time I will ever do business with you. Of course I was told that if I had purchased the Extended Warranty Package, they would have already taken care of the issue. Which pretty much proves, this is a business decision by Sears.
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Review
#1096930 Review #1096930 is a subjective opinion of poster.
Product
Kenmore Water Heater
Cons
  • Customer service
  • Very poor customer service from management and retail support
  • No accountability
Reason of review
Warranty issue
Loss
$700
Preferred solution
Deliver product or service ordered