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Sears Appliances Repairs Review from Freeport, Florida

1.0
Details
I am extremely disappointed in the repairs department (or lack there of) at Sears. We have waited THREE weeks for them to come fix our washing machine. Two days ago was our SCHEDULED appointment and the "Technician" kept rescheduling until the end of the day when we called and the woman said that he never even showed up for work. They didn't even bother to pick up the phone to tell us he wasn't coming. They said he would be here today. I waited all morning, had to miss important work, only to find out he wasn't coming AGAIN. The operator said he just didn't feel like taking the route. The operator on the phone could not have been ruder. If I were you, I would not use Sears for repairs. They lie and don't bother to send phone calls to make the customer aware of changes. I am gathering the emails that were sent and am preparing to lodge a formal complaint against the company.
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Review
#725307 Review #725307 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears - Kenmore 500 Series Washing Machine Review from Houston, Texas

2.3
Details
I recently purchased a new Kenmore washing machine and it has stopped working after only 30 days. Contacted Sears repair and they determined a new control panel was needed. Then I was told it would take a week and a half because the part had to be ordered. This is a brand new machine and they don't have parts? Then I was called the day before the repair was scheduled and told they still don't have the part! No wonder they are going out of business if this is their level of service.
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Review
#724599 Review #724599 is a subjective opinion of poster.
Reason of review
Poor customer service

Mower Blades Review

I ordered blades from the Sears in Albuquerque NM . They seem to have lost my order and has not attempted to fulfill the order with parts in store. It has been three weeks that the order was delivered to their location according to my emails. This is terrible customer service.
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Review
#723562 Review #723562 is a subjective opinion of poster.
Reason of review
Poor customer service

Kenmore Refrigerator Review

Have 3 relatively new appliances from Sears Kenmore Brand the oven cant even bake a pie! The crust is raw even after an hour bake. The refrigeraters filtered water doesnt workanymore nor the alarm when the door isnt closed all the way! Go out of business and do everyone a favor! Ter
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Review
#723298 Review #723298 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Reason of review
Damaged or defective

Poor Customer Service from Sears

1.0
Details
Poor Customer Service from Sears
Poor Customer Service from Sears
Poor Customer Service from Sears
Poor Customer Service from Sears
Poor Customer Service from Sears
Six months ago, we purchased a Kenmore Elite dishwasher. It was the best based on Consumer Reports (I had horrible experience with Samsung, so we were relying on Consumer Reports). Price was no option so we bought the best. I have been very happy with this machine until we discovered water is being discharged under our kitchen cabinets. When removed, we found water and mold and called Sears. The first available appointment was one week later...disappointing but we cancelled our weekend plans and accepted it; confirmed for 10/24. Throughout the day we received numerous updates as to when he would arrive (between 8-12; before 10; between 10-11; before 1; not really sure what time he will be there as he is delayed at another appointment) but eventually we were told he never showed up for work. Lies; nothing but lies all day. The appointment was rescheduled for November 4 - that's 11 days away. I am unable to use my stove and dishwasher due to the water; my home is a wreck with cabinet contents stacked everywhere and a health hazard growing in my kitchen, but Sears doesn't seem to demonstrate any urgency. A phone call that lasted 1 hour and 17 minutes eventually moved the service date to Monday, 10/26. I am still unhappy and have made my last Sears purchase. Let us see if the technician shows up tomorrow. Assuming he arrives, if I want to be here, I will now have to *** time from work.
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3 comments
bobs2015
#1053567

First of all, never rely on Consumer Reports. I, too found this out years ago and subsequently cancelled my sub and never returned.

As for Sears, they have serious financial problems and their customer service is now rather pathetic. If your dishwasher has water leakage, it is probably a loose connection where the water line connects to the machine. Just get under there and see if you can tighten it. Or, at least try to see where, exactly the water is leaking from.

If not the water connection, then you will know for sure it is with the machine itself. Whenever you fall for "the best" in appliances, you pay far too much for far too little. A cheap, basic appliance with no bells and whistles will work just fine, cost you less and when it breaks you just buy a new one and have them take the old one away to that great trash field in the sky or wherever they take these things.

Lowe's will deliver and set up for free most appliances. Avoid Sears.

bmcbane
#1053578
@bobs2015

I'd had such poor service from the prior dishwasher that never cleaned well from day one, I was desperate to have a reliable machine so we sought help from CR but clearly customer service can make or break a consumer's experience. Neither my husband nor I are physically able to just get up under there to determine the source of the problem.

I too suspect it is a loose connection or ruptured line. The machine itself functions well and in fact I am very pleased with it, hence my suspicion it is an installation issue.

But to your point, Lowes is definately on our list of retailers for future purchases. Thanks for the comment.

bmcbane
#1149613
@bmcbane

Update. Issue was ultimately determined to be manufacturers defect.

Whirlpool was about as responsive as Sears in working to make repairs. Extent of damage was unbelievable and length of time to restore our home to normal exceeded 3 months. God bless our homeowner's insurance company. We had to turn to them for help as Whirlpool was impossible to deal with.

Hanover Insurance company was very helpful. Sears and Whirlpool have seen the last of my business.

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Review
#723242 Review #723242 is a subjective opinion of poster.
Cons
  • Lack of urgency to schedule service call
  • Scripted response from customer service staff
  • Poor customer service
Reason of review
Poor customer service
Preferred solution
I want the cause of the water leakage fixed so ongoing damage can be stopped and I can determine extent of damages and get repairs made.

Sears - Kenmore Elite Washing Machine Review from Lake Elmo, Minnesota

We spent over $1000 about 18 months ago on what was supposed to be a high quality kenmore elitewasher and we are having the same problem with rust spots. It's a complete piece of junk. I would recommend to everyone to never by kenmore agian unless they agree to replace all of our units for free. Let's face it, when you buy something to clean your clothes and it ruins them instead there's no reason to even walk in the store. Hopefully customer service will deal with this appropriately. I'll be letting consumer reports know about this as well as they had the unit highly rated.
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Review
#723163 Review #723163 is a subjective opinion of poster.
Reason of review
Bad quality

Sears in Stockton, California - Where is my fridge???

We purchased a very expensive fridge on October 19th and the store said that it would deliver by the 21st. The fridge did not show up because of a broken delivery truck, then it was promised on the 23rd Friday. Again, the fridge was not delivered because the delivery guys could not find the address. They did not call any of the numbers that were on file nor read the directions. In the directions they were told that it was a cul de sac and if they were to get lost, they should call. No phone calls were made to the numbers. My husband went to the store Friday afternoon because we needed the fridge for an event we are having today, Saturday and they said they would deliver it first thing in the morning. My husband called 40 minutes ago to check the status because we had a feeling something happened and the automated machine said that we would not get the fridge until Sunday. We needed that fridge today not tomorrow. We will be going to the store first thing tomorrow morning for a full refund. We no longer want that fridge from Sears. You guys should change your delivery people because they suck!
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Review
#722820 Review #722820 is a subjective opinion of poster.
Pros
  • Person who sold the fridge
Reason of review
Problem with delivery
Loss
$3500
Preferred solution
Full refund
Tags
  • Sears Delivery
  • Sears Products
  • Sears Reviews
3.3
Details
Sears Misled Us Regarding Mattress Sale, Will Not Fix Issue
Sears Misled Us Regarding Mattress Sale, Will Not Fix Issue
I'm afraid Lufkin Sears is about to do us wrong. We were one of the first customers to buy a mattress in their new department. We made several visits, explained our particular need, and asked specific questions about returns and exchanges. The Serta Iseries formed two...
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1 comment
Anonymous
#1055961

I worked for this company and sold mattresses for them. I can tell you that everything this company does is completely dishonest from the top down.

I hate to say this, but I don't think this will be made right unless you sue them. This company has no morals.

Review
#722714 Review #722714 is a subjective opinion of poster.
Pros
  • We are terribly distresses by our first new mattress purchase
  • At sears cares anymore
  • We are distressed and upset by deceitful
Cons
  • Horrible customer service
  • Sales people
  • Poor service poor product
Reason of review
Sales associates misled us when we asked about fees for return or exchange of ISERIES mattress, then apologized, admitted fault, but want about $350 to "fix" issue
Loss
$350
Preferred solution
We just need to exchange this mattress for firm innerspring mattress of equal or greater value, no restocking fees.
Tags
  • Serta Iseries Mattress
  • Comfort Guarantee
  • 120 Day In Home Trial
  • Dishonest Floor Associates

Sears in Long Beach, California - How in the world is this company still in business?!?

1.0
Details
My attempt to purchase a new refrigerator has been a major ordeal that just now ended in an order cancellation. Hours of my time wasted. A day of work/pay lost. Maximum frustration on the phone with horrible customer service reps. I tried to purchase this online and there was an offer of 12 months no interest if you use your Sears charge card. It would not work so I engaged a service rep in chat. He could not get it to work either and had no idea why and no suggestions on what I should do. So, I call Sears credit only to find out that they cancelled my card because I haven't used it in a couple years. Well, good way to guarantee I will never use it again, huh? I tell him thanks and I'll place the order on my own but he said he could do it to 'make sure there were no errors'. I ask for a delivery date of Friday 10/23 (which was available when I was placing my order) and he tells me it's no longer available so we go with Monday and I arrange to take time off work. Earlier in the week I got a call which was a Sears recording confirming my delivery for tomorrow for a whole bunch of appliances but it was for a man who lived in TX. At this point I started to feel a bit apprehensive about the purchase but just let it go. Last night (Thursday) I get a call (recording) that my delivery is the next day between 5-7. Now, this would have been ideal if I would have been prepared but since my delivery wasn't happening until Monday I thought I had the whole weekend. The biggest problem was that I now needed to worry about getting rid of the old one because I have a tiny condo. I had to call three different numbers and was told by two people that the best they could do was pick it up a different day. I was nearing the blow point and asked for a manager and she took care of it by calling delivery warehouse and it took about 5 minutes. So there's another hour+ wasted on hold and being disconnected and transferred. Word of advice - don't ever talk to those who answer the phone because they're freaken clueless - just ask for a manager and save yourself time and frustration. So, today is Friday and my shiny new fridge is supposed to be here between 5-7. I took the day off and nearly killed myself moving everything and cleaning and buying ice only to get a call that the truck had issues and the delivery wasn't happening today. I call and get this wishy washy woman who is annoying the *** out of me and I told her to just cancel the order - I can't take this anymore. She offers me a $75 gift card (like I'm ever going to shop at Sears again - NO THANKS). I had to ask for the manager like 3 times and finally she puts me on hold for a while. After telling him this whole ordeal and how the only reason I bought from Sears was the 12 mo no interest and I didn't get it anyway - he offers me $75. I tell him that I'm going to need a more significant discount that than to accept order and he offers $100. I tell him I'll accept $150 (which is what I now have to pay for interest on my Visa) and he said he could not do it and I told him "fine - cancel it". He tells me he will and I said thanks and hung up. He calls back to confirm my cancellation. Um.... Really? I will never, ever buy anything from this place again. Not furniture, not appliances, not even clothes. No way. I will now be sharing my experience on Yelp and any other review site I can find!!!
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Review
#722564 Review #722564 is a subjective opinion of poster.
Cons
  • Response to the issue
Reason of review
Poor customer service
Loss
$200
Preferred solution
Price reduction

Sears in Chattanooga, Tennessee - Bad Washer - Bad Warranty

1.0
Details
We bought a washing machine from Sears with their extended warranty. Two weeks later the washing machine stopped working, we called Sears and were told 31/2 weeks before a repairman could come fix it. THAT IS SERVICE? We wanted to return it, for that is what the extended warranty was all about customer service. We were told no. DO NOT BUY FROM SEARS AND DO NOT GET THEIR EXTENDED WARRANTY (IT IS NO GOOD). I think they mean extended service. We are still sitting with a broke washer.. I am telling all about their lies!!!! Then they had the audacity to send an email wanting me to rate their great service..were they rubbing salt in my wounds? If they do not come Monday after waiting 31/2 weeks to fix their bad washer....I am taking them to court.
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Review
#721437 Review #721437 is a subjective opinion of poster.
Product
Amana Washing Machine
Pros
  • I will like it when they are out of business
Reason of review
Poor customer service
Loss
$600
Preferred solution
Full refund