Orlando B Jap

Sears protection agreements and service

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I am stunned at the incompetence of Sears service. I have protection agreements on my washer and dryer. My washer needs service. I call on march 11th to get an appointment. I can't get one until March 20th. Then today they call and cancel my appointment and try to reschedule for March 26th because they do not have enough technicians. Really! That sound like a them problems. I complain that the reschedule is unacceptable. They give me a phone number to talk to a supervisor. At this point as I type this I have been on hold for 30 minutes. And guess what; a supervisor answers and still will not re-route anyone. So I guess, because Sears does not have enough technicians to cover So AZ, and because, based on what other Sears techs have told me, they are a terrible place to work, I am just one of the many that can't get service. These people continue to baffle me.
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Reason of review:
Poor customer service
6 comments
Guest

Total incompetence and unprofessional feels like filing a law suit, although technology prevails they cannot support I guess they need to be trained well before they can actually start working

Guest
reply icon Replying to comment of Guest-1683058

THAT"S GOING TO BE ONE OF THE BEST THINGS ABOUT MY WINNING THE PUBLISHERS CLEARING HOUSE SWEEPSTAKES : I'LL BE ABLE TO WILLY-NILLY SUE ANYBODY AND EVERYBODY I GOSH DARN FEEL LIKE IT FOR EVEN THE MOST FRIVOLOUS REASONS!!!!!!!!

Guest

Very horrible customer service!!!

Guest

It is providing for your local repair company’s. Keep your money local and use a reputable repair company. Rochester NY

Machele Imf

You shouldn't be "baffled" as Sears has some financial problems and is closing stores nationwide of late. It's not a good idea to buy much of anything from Sears anymore.

Appliances can be purchased at many stores, both big and small. Buying these "protection" warranties is usually a waste of money in the long run.

Guest
reply icon Replying to comment of Machele Imf

Of course you are right on beam with your comment. The service from Sear has seriously deteriorated in the past 17 living in So AZ.

Turnover in the technicians is high and now the techs apologize and complain about their management, working conditions (3 techs for all mid and So AZ to cover garden tractors and small engine repair), etc.It has become dismal. But the breakdown of Sears, may provide an opportunity for another organization?

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Audriana Aeh

Worst experience ever

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I have been a sears shopper for longer than A LOT of you folks have been Alive. I'm 72 years old and Sears Robuck gave me my first credit card when I was an older teen.

I've stuck with the company for MORE THAN 50 YEARS. I can't say I've never had a problem but it seemed that the people at sears used to be willing to do whatever was needed to take care of a problem. I have a whole house agreement with sears (Cross Country) and have had a couple of minor things taken care of in the last few years. NOW however I have had a broken refrigerator since around Nov 20th 2017, it is now Feb 2018.

That means Thanks giving, Christmas, New Years, and today is the Super Bowl! I have tried everything humanly possible to try and get them to live up to their agreement but to no avail. I talk to them on the phone about once a week and nothing happens. When I had the audacity to suggest to one woman that she might not understand what it was like to wait over a month to get a product repaired she became very abrasive with a "you don't know me" attitude.

Attitude is something else that doesn't seem to be rare at the company. In addition to that the Company that Sears hires locally to do the work ALSO has a 1 star rating. and Sears DOES continue to bill me every month. Finally!

AND THIS IS THE BEST PART! If you tell them you may call a lawyer they ,will refuse to help you further, And the local company? If you complain to the BBB, they will REFUSE to complete your repairs.

(I mean why would we waste our time if you don't like our service!!) Well the good news is that we can continue to sell the stock short or buy out of the money puts. Perhaps we can get some of our money back.

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Loss:
$1000
Cons:
  • Service or the quality
  • Useless service contract
Reason of review:
Poor customer service

Preferred solution: FIX THE REFRIGERATOR! AND REFUND THE MONEY I HAVE SPENT ON THIS CONTRACT!

1 comment
Guest

WORSE THAN COMCAST!! So I finally got the refrigerator fixed..

The service company TECHNICAL APPLIANCES GROUP charged me $209.00 (+ the 75.00 dollar service call) they claim that the part was structural, That is BS I watched the man change it and it WAS difficult, that's why I think they didn't want to do it. The servicer NEVER contacted me at all after many promises to "have someone call you back" I called sears and explained for the umpteenth time that the company was not contacting me, and when I called them, said the parts never came. She pulled the shipping info and even saw who signed for the parts, but agreed to re-ship them while telling me that one of the parts would not be covered. And to call tech again for a price.

I agreed to pay for the part, and two weeks later my fridge was fixed.

If there is a more misleading and difficult to deal with company in any sort of business anywhere, I've never heard of them. DO YOURSELF A FAVOR, NEVER EVER CALL Technical Appliance Group!!

TIMOTHY G Bpp
map-marker Roanoke, Virginia

FIND ANOTHER APPLIANCE DEALER, Sears sucks.com out of buisness

My name is Tim, I have paid for my protection agreement "sears protection agreements" on time every year and I have never had to us til now. First when you need sears to spend money on your appliance they send you to a foreign land on the phone and you cannot understand the person you are talking to. Then when you need parts the time frame, One week for the first Tecnition to show up, then they will order parts not over night but shipping is up to a week or more, Then when the parts arrive at your house you have to then reschedule the Tecnition to come back this will take an Additional week so you are looking at almost one month to get your appliance fixed, SEARS WILL NOT GET ANY MORE OF MY MONEY.
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Cons:
  • Protection agreements
Reason of review:
Poor customer service
Anonymous

It’s awful service

It’s awful service I have sewing machine I got it from Sears years ago needs to be repaired but they keep sending me from one to another spend my hours on the phone and don’t get any result it’s awful awful service I will never ever gets anything from Sears again
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Reason of review:
Poor customer service
Parke L
map-marker Union Gap, Washington

Lawnmower Technician

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I bought a zero degree turn expensive lawn mower. It was under a one year warranty and a two year Sears mechanical warranty. I have numerous times made appointments to have a technician fix a belt that keeps coming off and repair the steering. They have only come out once in the last 9 months and can't seem to fix this machine. I make numerous appointments and they never show up. Nor do they call to say they are cancelling the appointment. When I called they said I would be the last on the list with another month to wait. Do not buy a lawn mower from them if you plan on having their service technicians come to fix them. I wonder if this is a game to put you off before the warranty is up. Terrible customer service!
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Cons:
  • Lack of customer service nor call for cancelled appointment
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Buena Park, California

Horrific Customer Service AND Return Policy!!

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On March 3, 2018, at approximately 10am, I and my wife visited the Buena Park Sears located off La Palma Ave. in Southern California.

We had with us 2 articles of baby clothing that were purchased for my 1 year old daughter as a recent gift for her birthday. We were not provided with a gift receipt or original receipt. Our friends forgot to ask for a gift receipt, and did not want to include the original receipt for obvious reasons (they purchased the clothes as a GIFT). We went into the store with the intent to simply exchange the clothing (brand new, out of the box, original tags still attached) for a larger size, since the size that was purchased was too small.

We were told that the sears "POLICY" was that an original receipt/gift receipt is mandatory for a return, refund, and/or an exchange. I didn't understand that as the tags clearly said "Sears" on them. Let me not forget to tell you that the sales associate also had the nerve and gall to tell me that at the time of purchase ALL sales associates ask purchasers if a gift receipt is required, and that our friend had the chance to ask for a gift receipt at the point of purchase. WOW!

I asked to speak to a manager, unfortunately I had the experience of speaking with the STORE MANAGER SANDRA (who of course nobody knew her last name at this very store - asked 2 different employees). Sandra rudely walked up to the cashiers area, stood about 15 feet away from us, and began speaking only to the sales associate. I interjected and attempted to tell SANDRA that the items purchased were a gift and that we didn't have the receipts - before I could even finish my story, SANDRA at BUENA PARK cut me off and proceeded to adamantly state that there is nothing she can do and walked off!! Shocking, appalling, disgusting, inferior, discourteous, rude, unprofessional, and glad they are closing 39 stores.

I was actually thinking of purchasing a $3000 fridge from this store, but after that encounter with SANDRA at BUENA PARK, I too stormed off! Called their corporate number, and even they backed up their ridiculous policy. Who runs this sham of a store anyway? Who endorsed this horrific policy?

Rules are rules, policies are policies, but there are exceptions to be made too. I was one of those exceptions, and if one is knowledgeable about customer service, this would never have happened.

I'm glad this pathetic excuse for a store is losing sales. I'm sure their lack of customer service skills has played a part in it.

View full review
Loss:
$25
Cons:
  • Customer service
  • Worst service ever
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Charles H Rwa

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

Customer Service in the Philippines is a disgrace.

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You can’t ubderstand what they are saying neither do they have a general knowledge of how service works in the USA.
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Reason of review:
Poor customer service
Norma J Dgo

Bad service

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I was never told about a 90 day warranty, when the technician came out to service the washer the water pipes were frozen so he said when the problem was fixed for me to call so Sears could come back out to service my washer. In doing this now I'm being told that I have to pay. This is not right, there is no signature on file stating that I was told it knew about a 90 day warranty. Sears is a Rip off when it comes to product warranty service. I'm going to make sure through Social Media that all of my 405 contacts know how and what Sears doesn't do for their customers.
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Reason of review:
Warranty issue
Harry O Qxx

WORST COMPANY EVER!!!!

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I WILL NOT BUY A SEARS HOME WARRANTY PROGRAM OR ANY OTHER PRODUCT FROM SEARS AGAIN!!!! YOU SHOULD'T EITHER!!!!

Their techs are rude and have no respect for you or your home.

I had a warranty program and they fixed the issues but created more by breaking the unit and now will not work because of it. They made me file a claim with Sedge-wick (Sears Insurance provider) that will only pay a fraction of what it will cost to replace it. Had i just kept my mouth shut it would have been completely replaced.

Now after 5 weeks of going round and round with both sears warranty team and now Sedge-wick i am only getting 1/2 of what it will cost to replace it.

I WILL NEVER BUY ANYTHING FROM SEARS AGAIN!!!! I WILL NEVER GO TO THEIR STORES

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Loss:
$900
Cons:
  • How i was treated
Reason of review:
Warranty issue

Preferred solution: Full refund

2 comments
Guest

Worst appliances ever!!

Guest

Sedgwick and Sears are the two worst companies on the planet. I would call your local news media and contact a lawyer. Rochester NY

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Lydia g Uqx

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

I had bad bad experience with my washer I purchase 2015

I’ve been trying to get washer fixed had warranty for washer at the time sears technician waited for my warranty to run out to say nothing wrong with washer Thats not true my washer made my clothes smell Stretched out my Victoria Secret my clothes fated from turning so fast sounded like airplane LOUD all my clothes are ruined I was told washer is fine I kept washing now I have clothes that don’t fit right . Washersize would be on small load for kitchen towels water went all the way up to large 3 times That’s waisted water And messed up my clothes Soo bad I went Back to sears Purchase another washer and a dryer too so I don’t have any more problems. PLEASE help me Mrs Gallagher 760 912****
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Loss:
$5000
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous

Worst customer service!!

I bought an AC unit 7 years ago. It has a lifetime warranty that I pay for!! It’s been nothing but a problem and Sears will not get in any hurry to come fix it! I had to move my mother in law into a hotel room because she is a heart patient. This is the second time in 3 weeks this has happened. I am not out hundreds of dollars because Sears thinks it ok to wait 7 days to come fix it! They were just here last week!!! Never again!! Of course now they are going out of business so no one cares!
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Reason of review:
Poor customer service
2 comments
Guest

we have been sears customers for 16 years. Never again. Customer service contract might be ok for toilet paper.

Guest
reply icon Replying to comment of Guest-1483239

Agree! Never again.

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Debra K Atu

How Bad Sears Sucks or 42 Years of Being a Valued Appliance Buyer Means Nothing Anymore or How 1 Purchase, Poor Customer Service, Selling What You Can't Deliver can Ruin a 42 Year Relationship

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I am a caregiver who cares for 2 people with body control issues. Stage IV Ovarian Cancer/Disabled.

Not having a clothes washer is not an option. I spent $1,000+ on a washer which has now been rescheduled twice, and I have no washer after 13 days of hell, I have no washer. It may come next Monday, if they don't reschedule again. After hours, 6 phone calls, numerous lies (no exaggeration)., I still have no washer.

I was passed from one person to the other and busted them when the 1st guy I spoke with pretended to be the supervisor of the second guy I spoke to. Finally, 1 woman made the decision to upgrade my model to one that WAS available. Today I learned this also was a lie. I picked another model, and trying to disprove my NEED for it sooner, a lady in the executive offices there, offered me a better model a day later.

When I pointed out I had bought 15+ appliances for more than 40 years, and I am done. The boss of Tessa in the executive offices (1-88*-571-**** x 16), told me that if after pleasing me for 4 decades, I couldn’t allow them 1 mistake . . .

Are you kidding me? How is that for not giving a crap, how you treat customers?

Save your money, go to Home Depot or Lowe’s, look someone in the face and spend your money with someone you can go back to make accountable. Save yourself the aggravation DON’T BUY APPLIANCES FOR SEARS/KMART!

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Pros:
  • What i order to be delivered when i ordered
Cons:
  • Run around and lies and rescheduled deliveries
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

There is no help whatsoever for delivered items

I ordered a dishwasher to be delivered with a connection kit. guess what the dishwasher came, with NO CONNECTION KIT. so far i have spoken to 3 people in the Phillipines, yeah you guessed it, NOT A BIT OF HELP FROM THEM. i was told i was going to get a phone call, NO PHONE CALL. and i spoke to a technician, whom i believed was going to help me. they had NOT EVEN A CLUE WHAT I WAS TALKING ABOUT. i gave the the item n# and verbatum descriPtion....NOPE, NO CLUE. no wonder sears is going out of business, this was certainly not the first encounter with the " I know Nothing's," BUT IT IS CERTAINLY THE LAST.
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Reason of review:
Not as described/ advertised
Anonymous

Agree customer wont shop there again

I just tried to return a ring that was purchased a month ago three diamonds fell out of it they told me that they couldn't do anything for me because the tags were off. I told them I wore the ring of course the tags are off. I recommend NOONE to shop at sears they don't stand by there return or refund policy. There policy on the receipt in ink says that you can exchange or refund any merchandise with in 45 days of purchase and they DONT. They are the worst company to do business with. No wonder why they are CLOSING there stores they have a bad name.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Shut out of on-line service and stuck in voice jail

I couldn't get my payment done on line for some reason. This had been going on for a few days. Then when I tried to call I got jacked around on various voice lines that couldn't help me. When I did get a human from overseas, I was given a wrong department phone number. Annoying. They were automated so I couldn't get a correct phone number. Another issue though is on of the sites wanted to let CHROME record the call so I didn't even call that number. When I did finally get the correct credit card service phone line, I did my payment on the automated system. Then I talked to someone who helped me immediately with the other issues. He confirmed my payment and took care of any follow-up issues I may have had if I didn't call. THANK YOU!!!
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Reason of review:
Problems with payment
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