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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

Sears Kenmore Elite Mian Circuit Board

1.0
Details
Less than a year ago I purchased a Sears Kenmore Elite refrigerator. At that time I also purchased an extended warrantee. Recently I noticed that items in the deli bin were frozen. I called for service and the technician told me that there was a service bulletin on this refrigerator. The bulletin states that there is a defect in the main circuit board and that this circuit board must be replaced. In addition the serviceman told me that there was probably a large accumulation of ice in back of the refrigerator. Fixing this problem will require moving the refrigerator. The serviceman stated that he could not perform the work unless I sign a waiver for damage to our floors. I have very expensive wooden floors and I don’t want to have to assume the risk of damage due to a manufacturer’s problem. I have been given a run around on this and Sears refuses to make the repair without me signing a waiver. My insurance company and PA Consumer affairs advise against signing a waiver.
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5 comments
Anonymous
#1046815

Sears seems to be trying to make you a guilty partner in the repair of your refrigerator. Your refrigerator is failing because of THEIR manufacturer defect.

In order for them to repair the refrigerator, they are trying to absolve themselves from the possibilities that the consequences of the repair may cause other damages. They are implying that that is your fault and are making you responsible.

DON'T SIGN THE WAIVER.. It is their responsibility.

Any damage caused by a vendor is the responsibility of the vendor.

Thank you for enlightening me and others to the problems Sears has with some of it's products and their poor customer service.

Their inability to make repairs covered under their guarantees seems illegal Sears used to stand for quality products and service. I, for one, do not plan to buy appliances from them in the future.

Anonymous
#1045937

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.

Anonymous
#1045554

Sears should stand behind their products. If there is a known defect, they should replace the product at no liability to the customer.

There are other stores that sell refrigerators and will stand behind their products.

Obviously, Sears doesn't want repeat customers. I'd purchase from a different retailer in the future.

bobs2015
#1045425

You are making it difficult, if not impossible for Sears to fix the appliance. Move the fridge yourself.

Call Sears, schedule the fix and just before they come, move it, have it fixed by Sears and then move it back. They don't want to move it in case they somehow damage the floor and you then try to blame them and want money for a damaged floor, etc. This is not rocket science.

Moving a fridge without damaging a floor is very easy. Any *** can do it---even you.

Anonymous
#1045444
@bobs2015

I have phase 5 kidney disease and am not allowed to do heavey labor. I don't think I should have to waive my rights to have a repair performed on a defective product. I am also a Viet Nam Veteran and do not appreciate your characterization.

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Review
#713429 Review #713429 is a subjective opinion of poster.
Cons
  • Repair policy
  • Run around on waiver
  • Not listening
Reason of review
Warranty issue
Loss
$4000
Preferred solution
Repair or replace the refrigerator without waiver of damage to my floors.
Tags
  • Circuit Board

Sears sucks

OMG I have been given the run around by customer solutions for a repair to my washer. The have tried to repair it twice now in the last 3 weeks. Last tech told me that parts are no longer available and it would be replaced per the Master protection warranty. Gave me a date that I should hear back from them. That date has come and gone. NOW today, I called the number that the tech gave me and all I got was a recording that wanted to sell me a cruise! Finally looked online and got a number. Spoke to 3 different folks that barely speak English and each of them hung up on me! Called the number above and again the lady hung up on me!!!!! I called back and now over an hour into this and I am now on hold to speak yet another person and repeat my story and info yet again! Let's see where this gets me!
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Review
#713356 Review #713356 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$850
Preferred solution
Let the company propose a solution

Sears in Lincoln, Delaware - NEVER AGAIN

2.3
Details
I filled out the surveys complaining of being very unhappy!!! My washer and dryer continue to leak or not work at all. My refrigerator has had the two different doors for over 6 months. No one listens and no one cares. No compensation and all they want is MONEY to re list the extended warrant!! Its all very much ***!!!! The service man told me to keep scrubbing the door and eventually it would have the brushed look!!! WHAT a crock!!! I have rentals and a 3600 sq foot home which all Sears products will be deleted. DONT NEED IT DELETE IT.. I do not need the unhappy face this service leaves me. AND no offer of compensation at all, and ask me to re new my service agreement!!!!! Janet Macklin Lincoln DE
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Review
#713331 Review #713331 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Cons
  • Not listening
  • Friends make jokes about our appliances
  • Organization
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Let the company propose a solution

Sears Air Conditioner Repair Review

I had been repeatedly lied to by your Service repair man because he damage our Air Conditioner and putting the blame on us .l cried over the idea of what this quack done to us lord have mercy i have seen nothing like this.
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Review
#713174 Review #713174 is a subjective opinion of poster.
Service
Sears Air Conditioner Repair
Reason of review
Bad quality

Sears in Sugar Land, Texas - Kenmore is no more

2.0
Details
We bought all new appliances (refrigerator, microwave, oven, and dishwasher) from Sears in the spring, and both the refrigerator and dishwasher have *** out. After four service visits, all of which failed to fix leak in the refrigerator, we invoked the Texas lemon law (four visits for something under warranty and they have to give you a new one) and they finally replaced it. I spent 3 hours on the phone with the "customer service" people who are not at all helpful. Now our new dishwasher won't complete a cycle. The service rep came yesterday, ordered a new part, but told us the adjustments he made would remedy the issue. We ran the dishwasher right after he left, and the same problem persisted. Now they won't expedite the repair or the part delivery, and we'll be hand washing dishes for the next two weeks. Kenmore was the only thing Sears had going for it. Now they have nothing. DO NOT BUY THEIR PRODUCTS. The products stink and the service is worse.
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Review
#713011 Review #713011 is a subjective opinion of poster.
Product
Kenmore Refrigerator
Cons
  • Product quality
  • Customer service
Reason of review
Bad quality
Loss
$2500
Preferred solution
Let the company propose a solution
Tags
  • Sears Service
  • Sears Parts

Sears Work Experience Review

My fiance works in a Sears Auto Center. He just approached his boss today and asked him for a couple specific days off with one being a month away and the other being almost 2 months away. His boss informed him that by doing that he is just causing problems for everyone. When my fiance explained that he would be escorting me to my prenatal doctors appointments, his boss was sure to let him know that he really didn't care and that we need to work around his schedule. This is really hard to do as he only makes the schedule 1 week at a time and has never made one in advance. He also asked his boss about what would happen if there was an emergency. He told my fiance that I would have to deal with it by myself because work is more important. It is sad that Sears feels as though family is not a priority. They need to be more up front about the fact that work comes first and your family and health come second.
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Review
#712843 Review #712843 is a subjective opinion of poster.
Reason of review
Bad quality

Sears bad customer and repair service

1.0
Details
I was promised and assured before the sale of the water heater from Sears that the work will be completed the same day but after the sale they told me the work will be completed the next day!!! I had to take an additional day off work which was very inconvenient and aggravating. I cant' believe they promise their customers one thing and after they get the money they change their story. In addition, the technician that Sears sent out did very poor work. He did not change some bad fittings and he forgot to tighten other ones and we had the smell of gas in our laundry room for few days which was very dangerous, until they finally sent someone else who admitted that the first technician did a bad job and replaced the bad fittings and tightened the rest!!! Very aggravating experience and even the small discount that I received does not pay off for the unbelievable aggravation and many days of waiting and taking days off of work that I had to go through for something that should have been done right the first time and on the same day!!
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1 comment
Anonymous
#1045139

sears should go out of business they stink. customer service people are the worst

Review
#712800 Review #712800 is a subjective opinion of poster.
Cons
  • Tech or service
  • Being lied to and called a lier
Reason of review
Poor customer service