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Sears in Murrysville, Pennsylvania - Horrible warranty service

1.5
Details
So, purchased a Kenmore Elite slide-in range and we love it and we purchased the Sears protection plan. Had a problem that required replacement of the control panel. The service person came to our house on Sept 22 and ordered the panel. After nearly 2 months the panel hadn't yet arrived. The repair customer service agent informed me that I qualified for a full replacement. I also got a call that the part had finally shipped! When it arrived it was in pieces and a replacement couldn't be installed before the end of December. I decided to explore the replacement option BUT they only approve replacement up to the amount you paid. Since I got the range for an incredible discount they aren't willing to replace my range with its equivalent unless I pay an additional $1300. Warranty service gets failing grades. Replacement guarantee is a joke. I will never buy a Sears product again!
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Review
#737802 Review #737802 is a subjective opinion of poster.
Product
Sears Protection Plan
Pros
  • Product purchased
Cons
  • Replacement guarantee
  • Repair time
  • Warranty
Reason of review
Warranty issue

Sears made my blood boil

1.0
Details
On Nov 11,2015 I had two Sales Assoc here selling me a gas fired Boiler.To my disappointment none of what was told to me about Sears warranty was not accurate to say the least. Soon after (about 1hour) my boiler stopped working so my husband called immediately. And so it began the endless calls to customer service being told you have to call a different phone# and to no avail we spent the weekend with NO HEAT. Why? Because there so called 24/7 service dept is only open M-F 9-5. Sears and there Sales Associates are truly incompetent,lackadaisical,misinformed,and unreliable.
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Review
#737663 Review #737663 is a subjective opinion of poster.
Cons
  • Sold a warranty on item they did not cover
  • Customer services
  • Mostly customer service
Reason of review
Not as described/ advertised

Sears - Website Review from Atlanta, Georgia

1.0
Details
Sears has change over the years they are not the same store they use to be. This is the third time this year a have had problem with them. This time they rip me off $153.76 by allowing a fly by night merchant to sell on there website there advertisement was false and when I sent item back they have not refund my money. Boycott Sears and let show them that we are not going to be treated like this and we demand customer satisfaction !
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Review
#737519 Review #737519 is a subjective opinion of poster.
Product
Sears Website
Reason of review
Poor customer service
Resolved

Resolved: Sears - Delivery Service Review from Minnetonka, Minnesota

3.8
Details

Update by user Nov 22, 2015

I called Sears yesterday because the dual massage remote control and under the bed nightlite that were suppose to be included with this mattress weren't included. They are advertised on the Sears website as part of this mattress.

They offered to send those parts via UPS. I checked the Sealy website today. These parts will work with this mattress BUT only with a particular adjustable power base that costs about the same as the mattress set. Sears will *** $154 from the credit card bill.

That's suppose to be 10% but the set was $1,699.

The supervisor I talked with couldn't do anything about the false advertising other than give me an E-mail address to pursue this. I don't know if the false advertising was intentional or carelessness.

Original review posted by user Nov 19, 2015

I ordered a mattress set and bedframe online. I picked Friday the 20th for the delivery and the 7:00-9:00 time window. I got a voicemail Thursday the 19th at 6:30 telling me the delivery would be between 3:00-5:00 p.m. I called Sears at 6:50 saying that the window of time was 7:00-9:00. The person said it was 3:00-5:00 and couldn't be changed. Apparently, Sears thinks it's o.k. to change the window of time without notifying me and refusing to change it back. They don't care if customers wind up wasting most of their day or losing money. The first person I talked with refused to let me speak with her supervisor. She finally agreed to let me and said for me to hold while she transferred the call. The supervisor didn't answer and the phone went dead after 20 minutes or so. I called back and this person said the time window couldn't be changed. She did get a supervisor right away when I asked to speak with one. Again, I was told the time window couldn't be changed. The first person and the supervisor both offered me 50,000 points to compensate. That doesn't help with the time frame issue and I certainly don't want to spend 50,000 points at Sears after this HORRIBLE customer service experience. I don't know how much 50,000 is worth but I'm not interested.
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Review
#737304 Review #737304 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery

Sears in Livonia, Michigan - Wrong order shipped

1.6
Details
Sears shipped me the wrong part. when i called to complaint the sears employee was so rude and refused to refund what i paid for the battery. When i told him i will be calling the main office he laughed, It seem to me they know that sears main office will not do a thing about it, he was right no one cared when i called. Sears does not appear to care about their custome rs. That is really too bad. I was a very loyal customer.I can see why the company is struggling with keeping up a profitable business, i saw their stocks tumbled from $140 to the forties, that's a shame
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Review
#737222 Review #737222 is a subjective opinion of poster.
Cons
  • Abusing customer service
Reason of review
Poor customer service
Loss
$122
Preferred solution
Price reduction

Sears screwed me out of replacing my fridge under warranty

Sears screwed me out of replacing my refrigerator which was under warranty. I recently returned to my home in Florida to a refrigerator covered in mold, infested with bugs, and with a stench that smelled like a dead body. Horrified, I called Sears and they sent a technician to come take a look. The technician verified that the compressor (the thing that keeps the fridge cold) had broken. So naturally, the food went bad. He then went on to explain that even if the compressor was repaired, the refrigerator would not be safe to use due to the poor condition it was in. He called Sears and told them that the fridge was unrepairable. They told him that due to "protocol" he had to order the parts and do the repair before it could be approved for a replacement. A week went by and the parts finally came in. (Meanwhile I am using a beach cooler and replacing it with ice each day to keep my food cold.) A second technician came to repair the fridge and immediately determined that there was no use in repairing the part because the fridge was unrepairable. In order to repair the part, he would be putting his own health and my health at risk. He would have to gut the entire fridge which meant the entire house would then be infested with the bugs and smell of the rotting food. He called Sears and told them he would not repair it and he contacted the District Manager's office to let them know that the fridge would have to be replaced. He sent pictures to the District Manager's office documenting the severity of the condition, as well. He then collected the parts that had been sent and left. He told me to wait another 24 hours and then to call back to see if the report was approved for a replacement. I called back again the next day. What do you know! Still- they refused to replace the fridge. They said the reason the fridge was unrepairable was "customer neglect". They completely ignored the fact that the reason the food was moldy was because their product was faulty. I spoke with probably 15 different Sears representatives across all different departments and including several managers- None of them were helpful. They all kept repeating the same thing: "Mold is not covered under your warranty". It has been 2 weeks since I initially called Sears. I am still eating out of a beach cooler filled with ice. Two Sears technicians came to my home and verified that a replacement is needed. The second technician even told me that it would be uneconomical to repair the fridge (meaning it would cost Sears less to replace it than to repair it.) But Sears still would not budge. All I have to say is: Sears, you lost a valued customer. We own 3 homes - all of which are furnished with appliances from Sears and insured with Sears. Today I canceled all of my insurance contracts with you. I will no longer purchase appliances, or anything for that matter, from you. And I will continue to share this story with everyone so that they do not become another victim of your thievery.
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Review
#737150 Review #737150 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Pros
  • I will like it when they are out of business
Reason of review
Poor customer service
Loss
$2500
Preferred solution
Deliver product or service ordered
Resolved
1.0
Details

Update by user Nov 19, 2015

I would recommend only getting help from people at the store location they are very nice and will go above and beyond to help you. If you have to call their delivery service they don't know whether they are on foot or horseback. They will transfer you to a bunch of...

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1 comment
Anonymous
#1091503

Scammed out of money but because I was having medical problems and disc disease I didn't really pay attention to the bill until the bed collapsed. The asst manager came up with several reasons but was rude/arrogant and refused to help me. He lied about submitting a report to some unknown place that he said would get back to me the following day.

Review
#736526 Review #736526 is a subjective opinion of poster.
Cons
  • I didnt like getting screwed out of my money
  • Customer service stinks
  • Very poor customer service from management and retail support
Reason of review
Problem with delivery
Loss
$17
Preferred solution
Deliver product or service ordered

Sears in Omaha, Nebraska - Kenmore elite double oven

I brought a Kenmore elite double ven in AUgust of this year and it continuously burns my food in the bake mode. I have set the temp at 350 and 325 and placed the items on the second shelf and everything from cakes, biscuits, and roasts burn on top and are not cooked in the middle. A couple of weeks ago my food actually caught on fire and the oven after 10 mins at 350. the cake on top caught fire and the oven stayed on I put the fire out and the repair man came today. He said that the relays in the oven are working, We are not satisfied with this it is dangerous and we are not sure what to do I have followed the instructions from the manual to the tee, and still I cannot bake in this ovn it burns every item on top and and actually causes a fire. Please help
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1 comment
bobs2015
#1065971

Buy an oven thermometer at most any store and then turn the oven on, set the temp for 350, wait till it beeps that it is at 350 and see what the oven thermometer reads as the temp. A variance of 10 or so degrees is normal as these oven thermometers are not precise.

If the oven, as you suspect is way over 350, you have identified the problem. Have the repairman proceed from there. I am surprised, tho that the guy didn't check this out while he was there. It should still be under warranty, so demand Sears fix it or give you a new one.

Good luck. And, of course you know Sears is no longer the Sears, Roebuck & Co. we all grew up with, don't you?

Best to not buy appliances from them anymore. Good luck.

Review
#736506 Review #736506 is a subjective opinion of poster.
Reason of review
Bad quality

Don't shop early at Sears

3.5
Details

Update by user Dec 16, 2015

UPDATE: Emailed Sears corp. but never got a reply.

Bye-Bye Sears! Will never shop there again............

Original review posted by user Nov 18, 2015

Bought an item for hubby for Christmas. (on-line) The price went down but since it is past the 7-days of purchase they will not refund the difference. I can however, take it back to the store (it is a LARGE item) and re-buy it at the lower price ~ crazy!! Just give me the difference. I won't shop there early again if at all. Not right! It is marked on my invoice that it is a gift item - should nix the 7-day policy for refunds, ESPECIALLY around the holidays. No wonder Sears has a problem staying in the black. I could of and will next time go Home Depot or Lowe's.
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1 comment
Anonymous
#1080543

UPDATE: nothing to update Sears never replied to my emails ~ even corporate! Shame, shame!

Review
#736407 Review #736407 is a subjective opinion of poster.
Reason of review
Pricing issue
Loss
$18
Preferred solution
Price reduction

The last purchase I will ever make from Sears

1.0
Details
Our Sear's water heater died 9-24-15. It was guaranteed for 12 years but only lasted 6. Called their warranty department and was told they would replace it and that I only had one year warranty left from the third previous water heater. A 12-years warranty on the new one would cost $399, which I paid over the phone and Eric in Iowa informed me I should receive a copy of my receipt and warranty within a month. They gave me a number to take to Sears to pick up the new one. 11-2-15 I called and spoke with Vanessa in Florida who promised to mail me a copy of my warranty. 11-9-15 I spoke with Gail who said she would mail me a copy. Had to call another number to request a copy of my receipt. 11-18-15 Spoke with at least 6 different employees of Sears and was given more promises to send what I requested. Obviously, the copies I requested at the time of my purchase were never sent. They should have been mailed automatically, even without a request. Was informed by more than one person that Sears waits until they have what they determine to be a sufficient number of warranty requests before they will mail any of them. This is not customer service. I have spent hours of my life in addition to all the aggravation of being shuffled from one employee to another and hearing promises they have no intention of keeping. One of the phone transfers was to a person in the Philippines who said her department was not the correct one to help me. Between the policies of Sears and too many of their incompetent employees, I will never purchase from them or K-Mart again. I did speak with a few intelligent people but they are seriously out numbered by the others.
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Review
#736369 Review #736369 is a subjective opinion of poster.
Cons
  • Being lied to
  • Incompetent employees and being lied to
Reason of review
Warranty issue