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Sears in Salisbury, Maryland - Repair Customer Service Horrible

1.0
Details
My daughter has a Kenmore refrigerator, only 1 1/2 years old. It started making an extremely loud noise, so she called for repair. The first time they sent someone out, they went to the wrong address, called Sears and told them, they said oh well the next appointment we have is in 2 weeks. So the noise got much louder. The next appointment the person from Sears shows up with a vacuum, walks in her house and my daughter says, you can hear it from here. He says "oh you need repair, I clean the appliances, have no idea how to repair them", so she explained how previously they were supposed to be out. He said it was their mistake and called to get her a repair person, they told her it would be 3 weeks. This morning she got up and the refrigerator quit working. She has 2 small children. Sears has gotten very disappointing, where I thought they were a reputable business, I will no longer tell people to buy from there.
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1 comment
Anonymous
#1001888

She makes the same mistake i made......the customer assumes that these Sears peole actuqally want to come to your house and provide service.....clearly they come up with every excuse possible to NOT show up or arrive.....my guess is they have a betting pol back at the shop and the winner is the one who most frequently fails to appear, gets lost, doesnot have the right equipment, call the wrong cell phone number, call you at home when the instructions were to call the cell phne( Of course they have all your numbers but they will only call one and they never leave a message !!!!.....they win.....the loser is the Sears employyee who actually does the work assigned

Review
#657467 Review #657467 is a subjective opinion of poster.
Cons
  • Customer no service
  • Service
Reason of review
Poor customer service
Loss
$2750
Preferred solution
New refrigerator

Sears - Double Oven Cooktop Review from Houston, Texas

4.0
Details
Over the last 4 to 5 years I have purchased a washer dryer , refrigerator , a dishwasher, and finally ( and last Sears purchase) a double oven and cooktop. The appliances are fine but the incredible difficulty with delivery and installation means I can never shop at Sears. What used to be the absolutely best aspect of sears is now the worst possible. I paid for the delivery and installation of each appliance I purchased at Sears. It is no longer done in house apparently. Dealing with sears after the purchase was simply incredible. On hold for more than an hour on several occasions. Promises made that someone would call me and of course it did not happen. The $900. Dishwasher that was delivered without the hoses necessary to install it. I went back to Sears to get the hoses. No answer to my question as to why the delivery and installation service did not check before they left Sears to make sure the dishwasher had the right hoses. No answer as to why they did not stock the hoses on the delivery vehicle and no explanation as to why it was my responsibility to go back to Sears and get the hoses that were supposed to be in the dishwasher to begin with. Over one month elapsed before I could Sears to comeback and install the dishwasher ( I had paid for delivery and installation).Store manager would not return my call. In spite of that I foolishly spent over $3,000 several months ago on a double oven and cooktop. The delivery and installation experience was even worse. Sears does not care about their customers .... In fact they seem to hate them.The customer service number in their web site was only for internet customer....which I was told after holding 1/2 hour. Agent could not transfer me and I had the pleasure of calling the new number and holding another 30 minutes and spoke to someone who could not ( or would not) help me You could not script a strategy for destroying a respected Store as effective as this. It is a tragedy.
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2 comments
Anonymous
#1001657

Straight answer. Sears appliance salesperson here.

The dishwasher hose thing is an easy mistake to make.

Kit 22-11000 is not automatically prompted at the register. Its also ridiculously easy to fix and takes two mins at the store. Any longer than that and they dont know what they are doing. Cash in/ Cash out.

done.

Sounds like you bought at a store. Not sure why your salesman did not help you. For those reading this. Dump this problem on your salesperson.

They got PAID for it so they can fix it.

As far as the phone system goes. DONT bother calling. the system either promps to internet sales who wont help or a machine. People manning the office does not happen now.

Go to the store. Yes I know a pain but this is why:

Sears salespeople are commission only and corporate dumps problems including screw ups by the internet sales department on the stores. When the phone rings, we are more likely to get a call about an internet sale than our own or one of our store coworkers. You see Sears as Sears.

Sears is actually broken up into business units.

We do not get compensated for fixing corporate screw ups.

You dont have to like the answer. It is the correct one.

Anonymous
#1001882
@Anonymous

I purchased one hose when i purchased the dishwasher at Sears on Main st (purchase price about $900.00). I had that one with me.

According the delivery and installation people the Dishwasher was supposed to have another hose inside of the dishwasher....it was not there. The delivery people arrived on a Friday. I went to Sears on Main Street and purchased the hose that was supposed to be inside of the dishwasher. I called the delivery and installation people from Sears and said I had it the additional hose.

They never called me back. I had the dishwasher on the floor in the middle of my kitchen for a month and no calls EVER returned

I have no doubt that your explanation is true....but it describes an incredibly dysfunctional retail store. It is simply incredible that they continue to give out the incorrect customer service number....that no one takes any responsibility and NO ONE EVER returns a phone call and they seem to take pride in it.

How *** I was to put myself through it all again when( about 18 months later) I purchased the double oven and cooktop range.....still the incorrect customer service number on the Sears web site : still unanswered phones and messages NEVER returned. So sad since i liked Sears and they still have some knowledgeable,professional appliance sales people.They could not try harder to ruin a formerly good store.

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Review
#657457 Review #657457 is a subjective opinion of poster.
Reason of review
Order processing issue

Sears in Victoria, British Columbia - No appliance service

1.0
Details
We purchased appliances from Sears 5 years ago…the fridge now has problems and phoned for service and got someone in a call centre in who knows where. She told me they no longer service appliances in our area and had no idea on who to call. I called the store here in Victoria and they told me the same thing!! They have no idea who to call and didn't really seem to care. Why buy anything from these guys? If you have an extended warranty, you have wasted your money. Do not buy anything from Sears if you want any service!!! Never ever will we purchase anything from Sears again. Lesson learned! No wonder they have problems…….
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Review
#657269 Review #657269 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears - Kenmore Water Heater Review from Acworth, Georgia

1.1
Details
We were unable to relight our Kenmore hot water heater after having to turn off the main gas line for another household repair. Called Sears customer service and was told that although the heater itself was no longer under warranty, parts would be covered and there would be a service call of 79.00. Fine, arranged for service call for the next morning. The gentleman arrived at 8:25, without a prior call, I had been given a time frame of 9-10am and told the technician would call prior to arrival. Didn't happen. So, my husband showed him the water heater which he was able to light immediately. He then presented a bill for 150. Stated that was for service call and "customer instruction charge". Now, I had no problem with service charge, parts, had there been any parts necessary, and labor of course had there been any actual labor. He was here LESS THAN 5 MINUTES! Got nowhere with customer service with complaint. She reiterated the line about "customer instruction". I was not told about that charge prior to service call. I will never buy another Sears product or visit a Sears/Kmart store. Beware, underhanded exorbitant hidden charges. Shame on you Sears, with customer service like this no wonder you're going under!
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Review
#657066 Review #657066 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Kissimmee, Florida - Credit card limit

I have been a Sears credit card holder since 1988. When they merged with K-Mart they have gone down hill. My credit limit with them was $5,000 but after they merged with K-Mart and I hadn't used my card in 2 years they lowered my credit limit to $250. I tried to may a purchase which totaled $269 it would not accept it nor would they increase my limit for the $20. The $20 isn't the point its the fact that I have been a loyal customer for almost 30 years and they were not willing to help me. I will NEVER shop there again.
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1 comment
Anonymous
#1001658

Citi Bank decision. Zero input by Sears.

Review
#656062 Review #656062 is a subjective opinion of poster.
Reason of review
Problems with payment

Sears Home Improvement cheats their salesmen

Despite my reservations (due to many similar reviews), my husband accepted a job as a HVAC salesman for Sears Home Improvement in March of this year. He spent a month down in Los Angeles (2+ hours from our home). They did pay for his hotel Sunday through Thursday, so he came home on the weekends, but he had to fight to get mileage reimbursement! We should have taken that as a warning of what was to come. Unfortunately, hubby had a mild stroke while on a sales call just two days into his sales 'career' with Sears and had to take six weeks off for recuperation and rehabilitation. Once he returned to work, they started scheduling appointments that same day. His first three (in one day) were 2 hours north and when he arrived at the first one, the homeowner told him a Sears salesman had just left. ??? So, a wasted trip. He had to wait four hours for the next appointment (much too far to drive home), and at that appointment, the homeowner said he asked for SERVICE, not SALES. Second wasted call. And the third appointment (again, four hours after the second call) was a no-show. The folks weren't home. So 12 hours, three calls hours from home, and nothing to show for it. Salesmen are not allowed to call and confirm the appointments...they are at the mercy of the folks in the call center. This was repeated over and over in the days to come. I cannot tell you how many times my husband arrived for a sales call, only to be told they wanted service instead. The one time he actually made a sale (their units seem VERY expensive), the Sears computers went down system-wide (supposedly), so he couldn't close the sale and would have to return another day. This, again, was a call 100 miles away. And, because his paydays were disrupted due to his medical leave, he didn't receive ANY gas reimbursements until June 19 (three weeks after he returned, after travelling well out of town every single work day since). We actually drained our meager savings account to pay for gas to keep him on sales calls that were never going to amount to anything. Eventually, hubs had to quit as we had no more money to devote to gas for pointless sales calls. That was June 9 and to date (June 25), he still has not been paid any of the 'guaranteed' salary due him, despite working daily for two weeks and returning his Sears equipment the same day he quit. We've had to file a claim with the Department of Labor Standards...but it will probably take months to get the money that is due him. Whatever you do, RUN, don't walk, AWAY FROM AN OFFER TO WORK FOR SEARS HOME IMPROVEMENT. The managers somehow manage to make money (lots of it, I hear), but those at the bottom of the food chain are taken advantage of horribly. Personally, I now suspect they wanted my husband to quit after his medical leave, and so they stacked the cards against him. Dispicable company. Needless to say, we'll never use their home improvement services ourselves, and I doubt we'll EVER shop at a brick and mortor Sears store again, either.
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Review
#656011 Review #656011 is a subjective opinion of poster.
Cons
  • Refusing to pay final paycheck
Reason of review
Unprofessional (and illegal) treatment to employee
2.5
Details
Another Kenmore Sears Gas Grill with Rusted Out Fire Box
After reading dozens of reviews of this same problem I am convinced that I received a poorly made propane grill like so many others. The fire box which is the only barrier between the flames and the propane tank disintegrated into a pile of rusted flakes leaving a...
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1 comment
Anonymous
#1011598

i had the same issue. My grill was only 14 months hold.

Un be known to me Sears knew they had problems with the grill model I purchased. The sales person during the purchase process said it was an excellent grill. I complained to the local store when the fire box rusted through. He was smug and wanted to sell me another grill that was made better.

I walked out of the store and will never purchase another product from Sears.

I drive down to Lowes and bought a new grill. Weber.

Review
#655773 Review #655773 is a subjective opinion of poster.
Pros
  • Price
Cons
  • Lack of product support
  • Poor quality
Reason of review
Bad quality
Loss
$350
Preferred solution
Repair the defective part at no charge or provide store credit for purchase price.

Sears in Canton, South Dakota - Disgusted with service and promises

1.8
Details
My daughter built a new home recently and bought all her appliances through Sears. We did this when we built our new home and had no problems. She has been lied to about delivery dates which have delayed getting her refrigerator and stove now for about 2+ months. People need their purchases and when promises are made they should be kept. If they cannot deliver, they should give the customer the next higher appliance in that area. At the very least they should return to the customer at least $10 per day for the delaying of their promised order. It makes me sick that you can take their money and not return the goods which they purchased. They also bought a new tread mill, that when delivered was broken, that has been about a month ago, and they have not given them a new one to replace it. If they keep this up with other customers, I would say that no one should be shopping at Sears when they have become this unreliable. Beware customers!!
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1 comment
Anonymous
#999283

Sounds familiar. Have the same problem in Southern California.

Losing rent money and construction delay costs due to delay in appliances that were ordered almost 3 months ago. Just now told they won't deliver the fridge I've paid for and the extended warranty...they haven't reversed those charges...just a "sorry". fridge is available from other sources but at much higher cost. Sears has told us to go buy the fridge for more money from another source but won't cover difference.

And they still won't offer a refund/credit.

Class action in the making?

Review
#655383 Review #655383 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Lack of answers
  • Lack of product support
Reason of review
Problem with delivery

Sears in Cape Coral, Florida - NO SERVICE AT ALL

On May 28, 2015, my wife, daughter, son-in-law and their 3-year old daughter walked into the Sears Store located in the Edison Mall in Fort Myers, Florida, to purchase a new car seat for the little girl. Having done some internet research we had a good idea which seat we were looking for. We located two seats, both sealed, which looked lie the item we were interested in. Naturally, we wanted to see the seat unpacked and were looking around for help. Because nobody seemed to be around, we went to another department and located an elderly sales person who offered to help, but even after several attempts to page another associate, nobody showed up even after we waited at least ten minutes. Finally, we took one of the sealed boxes to the check out where we explained our predicament to the only associate on duty. She reluctantly opened the box for us and we made the purchase for $79.79 on our Sears Card. I have been shopping at Sears for some fifty years and NEVER had an experience like this before: A customer willing and able to buy and no sales person on sight! It will be along time before we visit an Sears Store again. Such unbelievably shoddy service does not merit the patronage of customers.
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Review
#654240 Review #654240 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Sears in Ravenna, Ohio - Bad customer service

2.6
Details
We purchased a bed from sears and payed extra for a saturday delivery we made ready for delivery we received a frame and box spring when I asked where my mattress was they said it wasn't put on the truck it was still in the warehouse, so the driver told me he would call the warehouse and have it brought out to me how ever the people at the warehouse said I would have to wait 3 more days ( what) I need a bed now.. to bad I was told so now I have to sleep on the floor and take another day off work for another delivery hows this good customer service? they offered me nothing for my trouble pretty much laughed in my face I guess sears employees think we are all jokes no wonder they find there stores in trouble staying open I no I will never shop there again or recommend them to anyone. the bed I purchased wasn't cheep some one made money in commission there happy Im pissed off.
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1 comment
Anonymous
#998367

I can top your experience. Every person I spoke with at Sears lied outright to me.

I even got a voice message telling me my delivery time and no one came. After waiting 30 minutes past delivery time I called Customer Service and received a call back from delivery guys that they were on the way to deliver my refrigerator and then over two hours later I got a call from a woman that it was late and my delivery guys were still working on a washer dryer they were setting up. Completely this woman did not know that delivery guys had already called that they were on the way. She told me it would be Monday before they could deliver.

I told her I worked and could not ***. She told me she would try to schedule for Sunday and would call me midmorning Sunday. She never called. No one has called.

It is a big joke to them. They still have my $1300 I paid for my fridge.

No wonder Sears has lost so many customers. I won't buy one more thing from Sears.

Review
#654171 Review #654171 is a subjective opinion of poster.
Cons
  • Delivery
  • Bad attitude from employees
  • It was the worst
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution