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Sears in Rochester, New York - Do not honor warranty

2.7
Details
Purchased a new Craftsman push mower on 4/25/15, for $391... so I spent a bit on what what supposed to be a good mower. On 9/25/15 the engine failed. I sent it in for warranty service and was told that the repair is not covered and would cost $85 for a new engine as the oil in the engine was dirty. I asked how often is the oil supposed to be changed. I was told once a season or every 25 hours of use. I have not owned the mower for a full season, and the mower had less than 25 hours of use on it. Spoke to a couple supervisors.... did not help, they refuse to honor the manufactures warranty.
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Review
#714880 Review #714880 is a subjective opinion of poster.
Cons
  • Customer service representative
Reason of review
Warranty issue
Loss
$391
Preferred solution
Fix it, or replace it.
Tags
  • Craftsman sears mower

Sears in Charlotte, North Carolina - Issues with Exchange of Appliances and Delivery

1.0
Details
Mid of last month we have ordered appliances for our new home and planned the whole housewarming thing. Initially the sales consultant promised that they will deliver it as soon as possible and later mentioned that they will deliver it 10 days later ( no problem for us). Once the order is placed, I started getting calls regarding rescheduling my delivery dates as there is no inventory. After several follow-ups we have got the appliances almost 15 days later. They did not fit in our house and called in for an exchange (have give the new item numbers). The customer service mentioned that I will get a call in another 24 - 48 hrs. Every time, I call them they say that the previous representative did not enter the info in the system and they have to do it again. Have called them after 4 days and told that if someone did not contact me by the 5th day, I am going to cancel the order. They are like least bothered. 5th day, I have called them and again, my exchange details or any other details that we discussed earlier were not there in the system. I was completely stressed and asked them to cancel all my orders. They did not even try to convince me , they were like Ok we will cancel. They have scheduled the pickup date after a week. Such a pathetic service and took a oath never to shop in Sears. I went to another store and it got delivered the very next day. Never ever, buy appliances in Sears, they are not capable.
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Review
#714821 Review #714821 is a subjective opinion of poster.
Cons
  • Lack of answers
  • Response to the issue
Reason of review
Poor customer service
Loss
$3000
Preferred solution
Let the company propose a solution
Tags
  • Sears Appliance Delivery
We are regular Sears customers for our major appliances. We purchased a refrigerator in July 2015 and had it delivered by the Sears delivery service. The deliverymen goughed our brand new hardwood oak floors in three places about 6 feet long. They failed to lift the...
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Review
#714751 Review #714751 is a subjective opinion of poster.
Cons
  • Damage to my floor by their delivery
Reason of review
Your delivery service damaged my new oak floor
Loss
$1195
Preferred solution
Full refund
Tags
  • Floor Damaged

Sears in Studio City, California - Worst Customer Service Ever!

2.5
Details
I originally ordered a Sportcraft billiard table online at Sears.com to set it up at my home. It was challenging from the beginning to find a model that liked and was available in stock and for delivery. When I scheduled the item for delivery, I received a day before an automated call confirming the window time for delivery. I was waiting for it the following day but instead got a phone call from a representative asking to reschedule it because the driver had pulled out from the delivery area! I went ahead and rescheduled it two days after. Same thing, I got a phone call the day before confirming the window time, and again, half an hour before, I got a phone call from a representative, but this time, I was told the item was discontinued from the manufacturer but I could find a replacement item, and got transferred to another Department. Needless to say that the customer service is located in Asia with poor English and a terrible phone connection. The call dropped while processing the replacement order. I called back, wiggled through the options to get someone, and was told that my item was still available now and I had to reschedule a delivery, since my replacement item was now cheaper and I was asking for a credit! I spent nearly two hours that day, asking for a supervisor to call me back and no one seemed to know what the status was nor what to do. After a final call and some apologies, the item was rescheduled for delivery on a Sunday morning. Same thing here with the automated confirmation the night before, and the phone call 30 minutes prior to the window delivery time. This time the excuse was that the item had been damaged at the manufactory and needed to be rescheduled for delivery! I canceled the order and requested full refund. This is the worst customer service I have received from a big brand like Sears, although, I have been receiving large appliances, sectional couch and other furniture at my home from other big names, and all went well. What was the name again of this company that was the very first one in the US to process orders via catalog? OH, That's right! It was SEARS!!!
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Review
#714415 Review #714415 is a subjective opinion of poster.
Cons
  • Bad customer service
Reason of review
Poor customer service
Loss
$756
Preferred solution
Full refund
Tags
  • Billiard Table 8 Feet Gray

Kenmore Elite Washing Machine Review

2.0
Details
Bought washing machine had it a year and half the brain of the machine went out cost me 6.00 ďollars to have it if. Want buy a washing from sear. Sears and lg should pay for the part
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Review
#714221 Review #714221 is a subjective opinion of poster.
Reason of review
Bad quality

Sears in Calgary, Alberta - Do not stand by thier products

they sold a faulty LG stove that needed several service calls to get working covered by warranty- (service repairman was rude and explained customers do not know how to work stoves?) Once warranty was over, same problems occurred with the stove producing erratic temperatures and having module failures- The Calgary Sears outlet (Glendeer Circle) said that they cannot assist further although hey were well aware of the long term issues with the stove- they decided to create an unhappy customer rather than take any reasonable action to rectify their *** product... lots of customer service run around- do not trust them
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Review
#714160 Review #714160 is a subjective opinion of poster.
Cons
  • Any thing about hte last purchase
  • Blowing off issues
Reason of review
Bad quality
Loss
$1500
Preferred solution
Let the company propose a solution

Botched delivery from Overseas dispatch, Don't buy from Sears.

1.0
Details

Update by user Oct 10, 2015

Update....

5:15 pm rolls around. My husband and I are getting ready to go to Costco to get a freezer.

At this point, we have to deal with the fact that this freezer would be delivered at best next weekend. The freezer at Costco is not the one I need but I need it tomorrow so we get in the car when a delivery man comes waving a clipboard.... Yes it is the sub for Sears delivery!! What the heck!

I am thrilled!! I was told they could come next week!! No call ahead. Had my husband gotten here 20 minutes earlier, we would have missed the delivery again!!

But I am elated to see these guys and the freezer!! Great. They get it out of the truck, get it I. It's space, plug it, open it to install the handle and guess what....

One of the shelves was not fastened properly and the I sidefinish of the fridge has deep scratches all over and to top it off, one of the screws for the handle is missing... The delivery guys offer to call customer service. I talk to them on his phone. He tells me he does not understand what is going on...

My freezer is going to be delivered next week and I should not have it. I explained to him that yes if is here and if he wants to send the replacement next week that will be OK. He says I can keep this one for now and they will swap next week. Meantime, he will send me a gift card at Sears.

I thanked him and said that the only gift I need right now is an intact freezer next week. At this point, the last thing I need is an other nightmare from Sears... Even if it is free!!!

Let see... Not sure when and if they can deliver a gift card, ha ha ha!!!

Original review posted by user Oct 10, 2015

Poorest customer service from overseas. I ordered a 13.4 cubic feet kenmore upright freezer on line on Sunday with a delivery date for the following saturday. I get an automated call to confirm delivery the night before between 10am and noon. All seems on track. 12 noon comes and goes, delivery isn't here. I get it, stuff happens, traffic, road work etc, etc...I call the customer service. Brent tells me to hold, he will check the status of the delivery, he comes back on the line to say that none of the 15 deliveries scheduled in my area have started yet....and the estimated time of delivery for my freezer is now at 4:30 and that the delivery crew will call me 20 minutes prior to their arrival. So I leave my home for a short appointment at 1:30. At 2:15, I am on the road back home in CA where it is unlawful to be on the phone on the road. I pull over call the number back, they do not answer the call and a message comes on that there is no voice mail set up on this phone yet. Suspecting it my be the delivery crew, I immediately call customer service and a young woman tells me the delivery came and went and there was no one home...I asked her how can that be, Brent told me it was going to be delivered at 4:30 and I cannot get an answer from the delivery crew who is probably down the street from me, please call them right now...she refuses I ask for a supervisor...she gets Elija on the phone, I explain the situation again, he puts me on hold, he comes back to tell me that he cannot reach the delivery dispatch on the phone and he is sending them an email to try to send the delivery crew back. He will call me back within 2 hours. I wait a little while, no call. I look at the clock and I think to myself...if he calls in 2 hours, it will be 5:30. That delivery crew will be long gone and their business hours will be over.I call back. This time, Sophie answers, I explain again, tell her about Brent's promise of 4:30 delivery, unexpected and unexplained missed delivery at 2:15 and could she look into the email Elija sent? I am on hold again. By then, I am informed that the crew has long left the area (like if I did not know that) and would I like to reschedule the delivery next week? well I have gallons of passion fruits juice coming to me for which I need a freezer tomorrow, can we do it tomorrow? no..... I am now going to a local appliance store right now as I should have done in the first place and will bring it home in the back of my truck. Just have to find a few guys and a appliance dolly. WILL NEVER AGAIN BUY FROM SEARS OR SET FOOT IN THEIR STORES AND IT GOES FOR KMART AS WELL. DO YOURSELVES A FAVOR AND DO THE SAME.LIVE AND LEARN. THIS COMPANY'S CUSTOMER SERVICE IS OVERSEAS MANAGING CREWS HERE. THERE IS NO COMMUNICATION IN REAL TIME AND NO ONE CARES. I SHOULD HAVE KNOWN BETTER AND SAVE MYSELF THE AGGRAVATION. NO WONDER THERE BUSINESS IS DOING SO POORLY.
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Review
#714156 Review #714156 is a subjective opinion of poster.
Pros
  • 1-559-270-1394
  • See if this guy can set up his voice mail
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
Tags
  • India Call Center

Sears Customer Service is Awful

I purchased a refrigerator with a defect and General Electric stood behind the product. They immediately sent a repair person to fix the refrigerator and another person to fix the dry wall and paint damage that the defect caused to my home. In no way was I responsible to any of the damage. I was very pleased with the GE service and would recommend GE as a manufacturer. Clearly, based on the comment this is a sick, elderly person and he does not deserve such a run around. I am disgusted by the undo stress this is putting on this person and would not advice anyone to purchase an appliance from Sears. I use a local family owned appliance store and believe that buying local is the way to go.
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Review
#713956 Review #713956 is a subjective opinion of poster.
Reason of review
Poor customer service

*** Sears

I worked for those *** in that company and was amazed at how incompetent they were! Changing sales rules on the first day I was there, salesman backstabbing salesman, lying to make a sale then running from the phone if there was a complaint, no help from management who just wanted you to sell credit card aps and extended warranties, knowing what a scam they are, absolute and total ***. Never buy anything from sears, junk, junk, junk. I left there years ago and am surprised they are still around. It pleases me to think that are soon to be dead !
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1 comment
KevinRichards
#1045768

Funny they hired you, I thought there were child labor laws?

Review
#713815 Review #713815 is a subjective opinion of poster.
Reason of review
Bad quality

New appliances from Sears = Garbage + damage + dead bugs + no food + $40

By far one of the worst customer service experiences in my life. We ordered a fridge, stove and dishwasher from sears on Saturday October 3. The three appliances were delivered Wednesday October 7. I began to open my new appliances. I started with the fridge. I noticed rust on the exterior of the new stainless steel fridge. Immediately I called Sears. Along with our appliances we purchased a 5 year protection plan to cover any service or repairs. I was on the phone with the customer service representative and advised I did not want to continue opening the fridge as obviously we would not be keeping it, but then the problem would be that my food on the counter was going to spoil. The customer service representative advised me to open the fridge and use it until they could get me a replacement. As he was documented and doing things on his end I began to remove the tape and open the fridge up. I open the fridge door and inside the fridge the shelves are wrapped in clear vacuum sealed wrap. INSIDE the clear vacuum sealed wrap are a number of DEAD CRICKETS. I nearly fell over. When the representative comes on the line I tell him what I see. After some discussion he asks about my other appliances, are they ok? I started to unwrap my stove. I am looking at the stove and thinking hmmm, the stove top isn’t a ceramic stove top, maybe I need to install the stovetop myself? NOPE, they delivered a gas stove! I don’t have a gas hook up! I didn’t even want to open the dishwasher… It is 48 hours later. I have no appliances I can or want to use. The stove I can’t use. Sears had no problem telling me to use the fridge that again was filled with DEAD CRICKETS, I’m sorry would any of you use a fridge that arrived like that?. And what can Sears do for me? They will TRY to get me some loaner appliances. My new appliances will now be delivered more than a week later on Friday October 16th. Sears has told me to use a fridge that arrived filled with DEAD CRICKETS (every time I say that, I still can’t believe it), I can’t cook any fresh food because we have a gas stove without a gas hook up in our house, we have garbage that the delivery men left behind all over our driveway, we have dings and gashes in our drywall and paint damage from poor delivery. Sears has hung up on me, has not returned numerous phone calls, advised me to call a phone number in the United States (confirmed with my phone provider that there will be a $40 charge for that on my next bill) to lodge a complaint (they ended up transferring me back to Canada because of course, they can’t help me). It is Thanksgiving weekend and I had to cancel our Thanksgiving dinner, sorry Family and Friends, you can thank Sears!
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Review
#713732 Review #713732 is a subjective opinion of poster.
Reason of review
Poor customer service