Steve S Ufn

Craftsman power equipment is garbage

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Bought a Sears riding mower. Needs a new starter every spring. Absolute piece of crap and of course only a 90 day warranty on the starter. Also have a Sears chainsaw that starts and runs for 8 seconds at a time after 64 pulls. Another useless piece of junk.
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Reason of review:
Bad quality
Kendan Dcz
map-marker Wayne, New Jersey

New Washer not working correctly

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Washer does not provide enough water to washe or rinse the clothes correctly. Washer purchased at the end of January 2018. Contacted repair department and customer service. Repair scheduled on NEW WASHER. Customer Service does not seem to have an understanding of your issues. When all else fails, they simply apologize for the issue that they don't understand. Today I was in the phone from 12:20 pm until 1:28 pm. Made same complaints to Customer Service over a week ago. As of now, no response. Today I added to my list of complaints the company's (Sears Repair) failure to notify me that they changed my scheduled time from 8am - 12pm. They have my phone to call or text and my email address. It's now 3:28pm. I'll be surprised if they even show at all.
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Pros:
  • Polite people
  • Sales person
Cons:
  • Poor customer service and merchandise
Maurisa Kmt

LIARS

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Purchased a mattress/box springs from Sears.com. On orders over a certain amount they waived their $25.00 haul away fee of your old mattress/box springs.

The day my new mattress/box springs was delivered, they carted my old mattress/box springs to the driveway and brought in the new. Which they had to place on the floor because the frame was not delivered as it was supposed to be the previous day. Then as they were leaving they said they would not haul away my old mattress/box springs because it had dog hair on it. No where was it stipulated that haul away would not be possible for a dirty mattress.

I have been passed around like a football with customer service and so many other representatives of Sears.com it's dismal.

And still nothing has been done. They are trying to tell me now that because I didn't pay for shipping that they are not obligated to haul away my old mattress/box springs.

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Loss:
$100
Pros:
  • Price
Cons:
  • Deceptive haul away practices
Reason of review:
Deceptive haul away practices

Preferred solution: I want them to honor their haul away service

Berenis Yxs

Worst Consumer Experience of My Life

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Sears - Worst Consumer Experience of My Life
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6/19-Went to local Sears store and purchased a stove top. Received email receipt and was told we would get contacted the next day for delivery/installation info.

We were never contacted and after a week (we were away), I called them. They were going to try to contact installer and still no one got back to me. 2nd call into Sears and they gave me the installer phone # to call myself. (gee thanks) I called and spoke with local installer and she said Sears just gave them the info that day, 6/27.

She had me scheduled for installation for 6/29. She called me back and said she had to cancel the install because the item wasn't going to be at the local store. She then told me the item was set to be picked up in Colorado. I have no clue where they got a Colorado address from as we are in FL.

I called Sears again, they said it is all set to be picked up at the 'store' on thursday. I then had to clarify which store, and she gave me the Colorado location. Being as the customer service is not located in the US, she wasn't aware that CO would not work for FL residents. ( unbelievable) I had to tell her that was 2000 miles away.

At this time she says they should cancel the order and re-order the item. I asked why can't we just edit the address and they stated they couldn't do so. We went ahead and cancelled that order and went to immediately re-order and now I am told they cannot because it is now out of stock! I truly couldn't believe what I was hearing.

How could it be out of stock? There was an item available that was going to Colorado, we knew that much! Now I am told to chose a comparable item and they will honor the price. A stove is not something you simply chose online in 5 minutes, it takes some research, however I scurried to find another one that would work for us.

It took 40 minutes to now process this new order. Just as we are finishing up, I am now asked to speak to someone in their card security department for my credit card( probably because of all the activity). Oddly enough, this was the one English speaking person i spoke with the entire time. As she is asking me a few security questions, she says that the delivery address for this new order doesnt match what I just gave her.

I said how? I said there was an old order that was cancelled and that was set to deliver in CO, could that be the confusion? She says she sees that previous order and BOTH of them are for CO. I could not believe this!!!

I told her to immediately put me back on with the lady who was placing my order so that we could remedy that, again, ASAP. She connects me back and now we are fixing the delivery when she tells me that this new 2nd order is now also OUT OF STOCK. I started to cry. At this point I have been on for almost 2 hours with absolutely no resolution.

I am told to pick yet another comparable item. There really weren't any left. As it was the second stove I chose wasn't really the one I wanted. So I found the last one that seemed doable and gave her the item #.

She tells me that this one is too expensive and they can't honor the same price. We went back and forth because i just couldn't understand this. They messed up both my orders, took up my time, and yet now they can't honor their word because the 3rd stove I chose was too expensive??? That was the least they could do!

I got upset with her and then was hung up on. After 30 min I went online and saw that the 1st stove I chose back on 6/19, seemed to not be 'out of stock' any longer. I called back in and started all over. Spoke with someone and just asked about that stove and if it was in stock.

I was told yes, and then the order process began. 20 min later he comes back and says he apologizes, but his screen didn't refresh and the item actually isn't available. (but it showed it was on Sears.com on my end, so I never got an answer to that). I had them check the 2nd stove that had just gone out of stock hours earlier, and guess what, that one was available now.

Wow. So we started all over AGAIN. 45 min later, same price was honored and I now have my 3rd order placed and delivery expected for 7/3. Hours later I receive an email regarding my 2nd order, and explaining why it was cancelled.

I was completely appalled because the email was 100% false! They were stating that it was cancelled because there was no installation service available in my area, which we know is completely inaccurate as I had spoken to them that day and they were very available.

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Loss:
$1000
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

2 comments
Guest

any reason you couldn't shop elsewhere after the 1st stove order was screwed up?

Berenis Yxs
reply icon Replying to comment of Guest-1345371

combination of principal, time invested, and minimum $500 price difference.

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Anonymous

Frustrated and Disappointed

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I purchased a Kenmore Elite Refrigerator supposedly the top of the line for 3,000. I did not purchase a warranty at the time of purchase because I just had enough for the appliance. My thoughts at the time were that if I purchased the more expensive one the quality would be would be much more better and last me longer but I had a rude awakening when it totally gave out after 14 months after I purchased it. I should of called earlier because a few months prior to it giving out I had to lower the temperature a couple of times because i noticed it wasn't as cold as it should of been and the ice started to melt slowly.I reached out to customer service to check my options and apparently the manufacturer warranty is only good for up to 12 months. It was then I was offered "A Sears Home Warranty" They told me for 49.99 monthly it would cover up to $10,000 on any appliance we have in our home if their technician would try to fix it 4 times and 4 times later they're telling me that they are going to give me a credit voucher for $500.00 so I asked him that I have to lose out on $2500.00? He then apologized that they didn't mention it to me when they offered me the warranty. Here we are 3 months later with a beautiful broken refrigerator in my kitchen and using an ice chest. We not only have that loss but we have a loss of all the food and loss of time off work to be here for the technicians to work on the refrigerator. Not to mention all the time spent hours on hold and repeating myself to everyone in customer service. It's so sad that loyal customers are treated this way especially having purchased a washer, dryer and over the range microwave in that same year. Sears was my favorite store to buy appliances,clothes, shoes and jewelry for many years but now I know why they're closing down so many stores.
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Loss:
$2500
Cons:
  • Being lied to and deceived and my time wasted
  • Lack of communication on status
  • Very poor customer service
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous

So Sad

I remember the day when Sears was a great store. Today its a joke. How they even have people that would give any of their time to this awlful company is beyond me. Its leadership to blame Sears didnt have to come to this horrible end Sad Eddie Lampert. Mybe you will star in an episode of American Greed one day
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Reason of review:
Poor customer service
Anonymous
map-marker Riverside, California

Subpar products poor customer service

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I have had 3 different technicians to come out and repair my microwave after four and a half months my microwave is still not working last technician which came out today and it only work for 5 minutes after he left told me to go with another service agreement with a different company what employees would send business to other companies. Have been battling it out all afternoon trying to get my microwave fixed or replaced one or the other incompetent service help on the phone only ran across that was in Texas his name was John and he spoke English and didn't Mumble on the phone he was really nice was shocked with the technician told me also the technician told me he was under a lot of pressure I don't know what he wanted me to do if he wanted me to give him a Valium I just simply wanted my microwave fixed and installed back over my stove I guess I'm asking for the world boy has this company changed I guess that explains why they're closing so many stores they only have themselves to blame. Won't be renewing my service agreement won't be buying any more Sears products
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Reason of review:
Bad quality
Anonymous

Dented $2000 refrigerator. Damaged on delivery

Reported the dent in the freezer door of the freezer drawer. Was assured the drawer would be ordered and replaced.

Only they ordered an inside tray for the freezer. Once I called to have them order the stainless portion which was damaged, they said the 1 yr warranty does not cover cosmetic issues. Wtf?!? Cosmetic issues???

It was damaged in delivery! Supervisor informed me that nothing they can do. Pissed and will NEVER buy another thing from Sears. Hope they do have to close all their stores.

Worst runaround customer service ever. Do yourself a favor and avoid Sears like the plague!

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Reason of review:
Damaged or defective
Natha Cwg

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Verified Reviewer

Worst possible customer service with repair

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After calling back , speaking to avery rude person that said you missed him you will need to reschedule. I explained what happened and that i had taken off work and needed him to return. She rudely said again that that wasn't possible. I ask to speak with her manager and waited five minutes on hold to get disconnected. I called again spoke to a very nice lady and after explaining was told she would certainly have the tech return to fixed my refrigerator and she was very apologetic, then about twenty minutes pass and someone called and said, needed to be rescheduled they certainly cant come back today . I called the escalation dept and again spoke with very rude people who told be they would do what they could but should go ahead and reschedule now . But they could give a two hour window ! they said routing would call me and so far nothing. I and going to have to get this repaired and pay out of pocket as i need my refrigerator. The most rude people that do not know what they are doing that i have ever dealt with . Nothing will ever be purchased again sears ! This was for a refrigerator that was only 3 month old
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Cons:
  • Outsource customer service to philippines no american support
  • Hostile
  • Outsource customer service to philippines no amer support rude
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Kristyn Voh
map-marker Melrose Park, Illinois

Why not lease it..............at SearsOutlet in Melrose Park, Il

Bought a Refrigerator and Stove and was persuaded by the saleswoman to try the Why not lease it that they only charge 5% if you pay it off in 4 months, an an additional 5% if for the remaining 2 mo if you go the full 6 months and you're done. I said cool that's less than putting it on a credit card at 25% and I can pay it off in 4 months.

We did the paper work and it was approved for my purchase. Now 2 weeks in and the first automatic payment I discover my stove isn't acting properly and I get the paper work to call Sears and discover that on the flip side of the "receipt" contract there is additional information that I was not aware of as on the day of purchase I didn't have my glasses so I couldn't read the fine print. My purchase was a total of $1,608.14. The bottom line is, after contacting "Why not lease it" to explain their math to me this is their contract................$129.84 every 2 weeks for 4 months and 1 week is "$1,348.40" which included my $179.84 down payment.

and if I were to continue 4 more payments totaling $519.36, I would have paid them a grand total of $$1,817.76 which is $209.62 more than my purchase price. I asked Why not lease it if that was the 5%. Their answer was no you can then give the merchandise back or pay us an additional $856.98 to own it !!! My response was are you kidding me, had I know that and had the sales lady communicated that to me "NO WAY IN HADES" would I have accepted that!!

I asked them due to the miscommunication of Sears sales Associate and the blatant cover up of the details could I pay them the remaining balance of $1,298.46 (today) and be done with it. Their response after 2 reps and 3 different supervisors..........I'm sorry that will not end your contract and you ow is an additional 5% or $79 to close the contract, which I unequivocally refused.

I told them I was willing to pay the balance amount and I would not pay them anything further and they threatened to continue to debit my card!! SEARS why are you doing business with "Loan Sharks and Crooks" and why aren't your employees fully disclosing the facts to customer?

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Loss:
$600
Cons:
  • Felt i was violated and scammed with no recourse
Reason of review:
Product malfunction and discovery of being duped by Leasing Co. upon referral from Sears Employee

Preferred solution: Let the company propose a solution

Anonymous
map-marker Fresno, California

Poor Customer Service

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This was the worse experience I have every had in purchasing an appliance. First off when they delivery was suppose to be between 6-8pm, but they decided to deliver between 12-2pm. Which most people would be happy being earlier, but when they send you numerous emails stating they will be there between 6-8pm you make plans...like painting your laundry room and getting a call have way into it and stopping because they decided to come early...that not the main problem... I purchased a washer and dryer. They charged me for the new parts to be installed with the new washer and dryer. When you are told that they are going to use the old tube for the dryer vent that is old and ripped and you purchased an new one, they won't change it because they would have to go to the side of the house under and attach it. I told them it was close to the door under the house and that they probably would not have to go under but I purchased new parts for the new dryer and I expect them to be installed. Well needless to say they did not install they new parts and I am stuck with a big expense, new parts that are not worthless to me. I called and complained to customer service after waiting 1/2 hour on the phone to find out they can not help me...too bad so sad attitude !!! I will never purchase anything else from SEARS again...product is good, customer service is HORRIBLE !!!!
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Cons:
  • Delivery personnel
  • Telephone customer service
  • Horrible customer service all the way around
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

Consumer Alert.... Do not purchase any appliances from Sears.

Unless you want to lose your money and your mind. I ordered washer and a dryer from them. I placed the order on July 2, 2018 with a delivery date of August 3, 2018. 4 days before the delivery I received a call to confirm the delivery date and time.

But one dad before the delivery I called to be sure and this is when everything went down the hill! They did not have the product and asked me to wait until August 20th. Basically I paid Sears almost 2 months ago to get a washer and dryer !!!! Here's what made me lose my mind.

I asked one of their supervisors, Stacy, from online purchasing department, if she could ensure the delivery on the 20th? She said "no, as it's a common knowledge that when you place an order you may get it or you may not". At first I thought it's a language barrier and she didn't know how to explain the rules! But I was wrong.

She was serious and obviously I became extremely upset. It's not her fault. It's my fault for trusting the unworthy and unreliable company like Sears. Today is August 17th.

I have been waiting over 15 days for a refund. They have not refunder my funds. They also can't tell me why or when they will refund my money!!!! Sears should be closing entirely.

Why is the law allowing a company like Sears taking advantage of consumers this easily? Whatever happened to consumer protection? I'm kicking myself hard for not reading reviews about Sears services.

No wonder they are closing stores. So, as a customer do yourself a favor and stay as far as possible from getting rubbed by Sears.

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Anonymous

Bad refrigerator, worse customer service

Sears - Bad refrigerator, worse customer service
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Sears - Bad refrigerator, worse customer service - Image 3

We purchased a frig and stove on 8-8 and with free delivery it was going to be delivered on 8-24 so I said I needed it before so I paid a little extra to have them delivered on the 19th so stove is fine but the frig had a major air leak to freezer there were ice cycles hanging around door opening so I called on sept 18 to find out what could be done "great news you are covered under protection insurance we will send someone out tommorow ok guy came sprayed silicone around door and freezer spread it with his finger and told us you get what you pay for one hour later icicles again and now it looks like *** with smeared silicone. Called said we wanted to exchanged for better model told we can't 30 days have passed What!

My first call was within 30 days so another guy comes to fix can't fix put in writing we called within 30 days and wanted to upgrade called sears 3 more times still broken frig and no help .

My husband is on the phone on hold now for 30 min and nobody will answer him now what my frig runs constantly because of leak who will pay my electric?! Here's what she looks like after two repair visits

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Reason of review:
Damaged or defective
1 comment
Machele Imf

I guess you haven't heard that knowledgeable consumers no longer buy much of anything from Sears, especially appliances. That said, from your description of the problem and what the genius repairman did to correct it, the problem appears to be the lack of a proper seal between the freezer door and the fridge.

He did the easiest and least effective repair in smearing silicone on the door seal. Even if it fixed the problem, it was only temporary. A couple of things might fix the problem. One, you need to determine if the door is properly aligned and can create a good seal.

You can do this by putting a stiff/new dollar bill in the door on the seal and close the door---in more than one place on the door. Try to pull it out with the door closed. If it is seal good, you will have to exert some force to get the bill out with the door closed. If it slides out easily, the door is not sealed properly.

Also, take a look at the door seals themselves. Are they damaged in any way or brittle and/or cracked? If the door appears to close properly---equally onto the fridge frame then my guess would be a bad seal which can easily be replaced by Sears. This is really not rocket science, even for Sears.

Determine the cause and then fix the problem.

Personally, I would demand Sears fix it and if they don't, dispute the charge as defective product delivered and refusal of Sears to fix the problem and then wander over to Lowe's and buy a new one from another manufacturer. Lowe's will deliver most appliances for free costing over $399---as I recall.

Anonymous

It’s no surprise Sears is closing more stores

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I purchased a Samsung washer and dryer from Sears a few years ago and when my dryer stopped heating I contacted Sears to repair it. After waiting a week for a technician to look at the dryer I was then told it would take another two weeks before someone would come out with the part that was being ordered and install it.

That was going to cost me $323 but I just wanted my machine fixed so I paid the technician. Two days before Sears was suppose to install the new part their customer lack of service department contacted me to say the part was on back order with no date for when it would be available. After telling them I wanted a refund they assured me someone would contact me within 48 hours to see if they could locate the part locally. My response to them was, why wouldn’t you of already done that.

Getting parts local means I would not have to wait as long. I never received a call back from sears so I contacted them again only to hear they could not locate a part and my part was still on back order. This went on for three more weeks until finally I told them I insisted on a refund for the part and labor because I was going to get a new machine. A smart company would of made me an offer to put the money I had already paid towards buying a new machine at one of their stores but they did not.

Instead I received my refund within 24 hours. I then decided to look online for the part that they claimed was out of stock. I found several websites that had the part and I could order and receive it within 48 hours. Then I looked for a local appliance part store that I could walk in and get the part myself since my husband decided he would fix it himself.

We found a part store only 20 minutes away that had our part and it only cost $11. My husband purchased the part in person and had the dryer working 45 minutes after that.

How is it a customer can locate a part that Sears claims they cannot get. I don’t believe anyone at Sears even spent a second trying to locate the needed part.

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Reason of review:
Order processing issue
Anonymous

Call Center moved and more

Sears Home Service sends me an email confirmation for a service call and then a wierd "Service Bench" sends an email they will be providing the service. After two calls to the now call center in the Philippines, it appears I'm stuck with I don't know who to fix my washer. It's bad enough Sears moved their call center to another country since we need those jobs here but Sears should have simply explained in their email that they use other contractors besides Sears Tecnichians rather than have me wonder if I was involved in a Scam with the second email. Yes I'm upset. Looks like Trump has no control over Corporate America.
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Reason of review:
Poor customer service
1 comment
Jaina_J.dc1

While the shift is occurring for SHC, they moved the land line ops again, only through another "third party" sieve to take the heat off. Since this may be the case, SHC did like AT&T with the call log overflow the big "TelePerform....

and many of their call centers are third party ops to capture. Its done literally all over now, and sadly, that is the reality when anyone calls to resolve an issue.

Anonymous

Horrible Experience Total Scam

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I wish I could tell you the water heater I received was good or bad but we never even received it. I ordered it online thru Sears with next day delivery and installation...of which I paid an additional $300+ for. Never showed up, never called me....received a text that it would be here any minute. Called them....had no record of install but was sending it to some warehouse address and not even my own. Finally was given the local installers name and number after speaking to four different people. Called him...he scolded me for ordering online. Told me he would call the next day with an appointment. Never called. I called him...didn't remember who I was. Told me he would call the next day...never called. Called Sears again....Told.me they could do nothing and to call the installer. Called the installer again....Told.me he would be there the next morning at 9:30am...and that I needed to pay an additional $45 in cash only and to have a blank check available in case there were any "code" problems.....wtf? I humoured him....he never did show up the next day nor did he call...figured that would be the case. Called Home Depot before noon that day and they had a water heater and installed it within hours of my order. TWO DAYS later, the installer calls me and tells me he is ready to set an appointment....I tell him he is a joke. I called Sears and cancelled everything....they told me my account would be refunded within 5-7 days....it's three weeks later and I had to open a dispute with my Discover card...no refund. What happened to Sears? They used to be the go to for home appliances. I will never give them a single thought ever again.
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Reason of review:
Problem with delivery
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