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Appliance Review

Dont buy a major appliance from Sears. Their sales staff are uniformed and their customer service via Indian call centers is absolutely the worst I am still trying to resolve a problem and will be calling corporate tomorrow for them to pick up my appliances and refund Support a local mom pop appliance store for their expertise. That's where im Headed tomorrow
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Review
#613794 Review #613794 is a subjective opinion of poster.
Reason of review
Poor customer service

Sears in Edmond, Oklahoma - Incorrectly installed dryer vent caused failure

2.1
Details
I purchased a Kenmore Elite washer and dryer for $2,400 in February of 2011 from the Edmond, OK Hometown Sears store. In January of 2014, the control panel failed on the washer requiring a $300 repair charge. The dryer failed in March of 2015. Since it was out of warranty, I called a local repairman. When the cover was removed, it was discovered that the side vent had been installed incorrectly resulting in 4 years of lint that was packed into every square inch of space, including the control panel. The repairman indicated that we were fortunate that there had not been a fire. When I went back to the store to see if there was anything they could offer, I was told "I'm sorry". There are too many options available to deal with this poor level of service and accountability.
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Review
#613198 Review #613198 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Loss
$1200
Preferred solution
Let the company propose a solution
Tags
  • Improper Installation

Sears in Spanaway, Washington - Shorted on a refund when they sent us the wrong washer

1.0
Details
We purchased a Kenmore Elite washer and was told that the specific washer we wanted was backordered and unavailable. We were told they have the same model with all the amenities we wanted on a different Kenmore Elite. We trusted the salesperson (first mistake) and had the washer delivered. Come to find out that it was not the item we wanted and didn't have half the features we had said were non-negotiable for purchase. Sanitize cycle being the utmost importance with an allergy issue in the home. We returned the washer after getting yelled at by their customer service and hung up on. Best part is that I was perfectly polite and not rude to them at all. Once we finally got the washer returned we find out that they shorted us over $109.50 on the refund. We have tried to get the full amount back and have gotten a colossal run around and we just got sick of playing their game and have disputed the charges with our bank. They have lost our business forever and I will let everyone know what terrible customer service they have and how they will do whatever they can to scrape more money off your back.
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Review
#612382 Review #612382 is a subjective opinion of poster.
Cons
  • Poor product quality
  • Poor customer service
Reason of review
Poor customer service
Loss
$110
Preferred solution
Full refund

DO NOT BUY A MATTRESS FROM SEARS -WARRANTY WORTHLESS!

Update by user May 09, 2015

After no success with Sears I went to the BBB and the Illinois State Attorney General. Sears response was that I had chosen a mattress from the Marketplace, not one sold by Sears.

I sent screen shots proving that not to be the case, but it didn't matter. Then they said that the mattress was manufactured by someone else. I responded - aren't they all? And they said, no.

It went round and round. So, I selected another mattress, one that had Sears in the name: Sears-O-Pedic Elite Air Mattress by Comfortaire. You guessed it, no you cannot order that either because it's not in our warehouse.

I am told by the salesmen on the floor that they are all made to order, it's not like everything they carry just sits in the warehouse. At this point I have no other options but a lawyer.

Original review posted by user Mar 21, 2015

We purchased a top of the line mattress from Sears in January 2014. Within months it was sagging. In August we submitted a warranty claim. It was approved - we could pick out what we wanted in exchange per their warranty and let them know. However when I submitted what I wanted they claimed that their registers will not let them place the order for me because it is not in their warehouse. This mattress is drop shipped from the manufacturer - seems pretty simple to me. They claim there is NOTHING they can do to make this happen because of their registers. I have probably 40 emails with their executive office and warranty staff. I sent letters to their executive team, CIO, Legal counsel. No response. I sent this detailed history to the BBB and the Attorney General in IL. Sears ignored their inquiries. I will now file a lawsuit. SO, please do yourself a huge favor and do not shop at Sears. If you are shopping for a mattress also be aware that ALL polyfoam mattresses sag - it is the nature of the material. Buy latex instead. Also buy from a dealer who will sell you a latex mattress w/o fire retardants. They fail to tell you that your bed is soaked in chemicals that will hurt you and that it will sag - instead when you go back to complain they tell you sagging is normal. The salesman showed me their instructions - tell the customer this is normal, try to get them to keep the mattress in their home. What happened to Sears? No doubt they will be out of business soon - another reason to steer clear of them.
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1 comment
Anonymous
#962118

Sad end.

Review
#611310 Review #611310 is a subjective opinion of poster.
Service
Sears Claim
Pros
  • Warranty offer
Cons
  • Warranty service
  • Poor customer service
  • Poor product quality
Reason of review
Poor customer service
Loss
$2000
Preferred solution
Deliver product or service ordered

Sears in Madison, Alabama - Shipping cost not disclosed

I placed an order at Sears.com which showed no shipping cost if over $59.00. My order was well over that amount. Part of the order was shipped by another vendor, Vivian's Fashions. I was charged $12.50 for the shipping on this part of the order even though this was not disclosed anywhere on the Sears site. I also had to pay the return shipping when these items didn't fit. I WILL NOT order from Sears again and can see why they are going downhill as a major retailer! And I will tell everyone I know not to trust them.
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Review
#610478 Review #610478 is a subjective opinion of poster.
Reason of review
Problems with payment

Deferred interest is Sears monumental abuse against us customers

2.0
Details
I bought a fridge, washer and dryer about a year ago under a promotion of deferred interest planning on paying it before its due date but could not pay it in full although I have continued making at least minimum payments monthly. On the recent February 2015 statement I found out they charged $527.79 for a pending balance of near 2000 supposedly calculated retroactively by charging 21.2% APR on the average daily balance since the date of the purchase. I called their customer service today March 17, 2015 to hear them tell me there is nothing they can do to reconsider this charge and that I have to pay it. This is the biggest abuse this company has infringed upon us as customers for more than 30 years.
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2 comments
Anonymous
#1012355

That's exactly how those deferred interest deals are supposed to work. Did you read what you signed?

Anonymous
#963292

You are an ***. Nobody forced you to sign up for the deal.

Learn to read the fine print. Its up to you to know the terms of whatever deal you are legally assigning your name too.

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Review
#609709 Review #609709 is a subjective opinion of poster.
Cons
  • Customer service
  • Their abuse
Reason of review
Credit scam by sears
Loss
$528
Preferred solution
Price reduction
Tags
  • Interest

Sears - Warranty, Service, Delivery, and Repair...Horrible Experience....

1.0
Details
This was the worst Customer Service I have ever been provided. I have a Kenmore refrigerator that I bought last year on 2/19/2014. For the past 3 months it was made a horrible buzzing noise at night that is not normal. My wife is currently 8 months pregnant and we are remodeling our home. Since I waited until March to place a service call due to my very busy life, My Kenmore fridge was two weeks out of warranty, and therefore I could not get it serviced without having to shell out a lot of money that could be used towards many other important things in my life. While I understand that I did wait until after the warranty expired by a fraction of time, there is such as thing as CUSTOMER SERVICE. Sears used to stand by their products, and to sell me a Kenmore fridge that malfunctions in 10 months time, and then giving me a hard time getting it fixed due to a hectic life is poor customer service. I have purchased nothing but Kenmore appliances for my home and will never purchase from them again. After many calls and complaints, and going into the store, the local Sears manager offered to do a return / exchange for a new fridge, but I would have to purchase the 5 year extended warranty, costing $500. What would have been free 3 weeks prior to get the fridge fixed, I now have to spend this much money in order to solve the issue. Your company does not care about customer service, or my life, or standing by it's products, because you found a way to get more money from me even though you sold me a terrible product. Setting up delivery with Sears was an absolute nightmare. My wife has many Doctor appointments and as I stated before, we are remodeling our home before our first child will be born in a month. We do not have time to schedule a delivery time that is convenient for ONLY your Delivery team. Sears insisted that they could not delivery the fridge after 3pm when my wife and I would be out of work because they ‘do not deliver in that area at that time’. Which is absurd. Since Sears had to be slightly inconvenienced, I then I had to cancel other appointments in order to schedule a delivery date that was convenient only for SEARS. Despite contacting your customer service department and telling them we couldn't get things delivered when YOU wanted to, we continued to receive calls from Sears insisting that they would delivery the fridge at times we had already told them was not good for us. The customer care agents never seemed to record anything down in which we told them. We received calls the next day as if our requests were never heard and were blatantly ignored. I will never shop at sears again and will tell everyone I know in this area the terrible service we received through your company.
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Review
#609467 Review #609467 is a subjective opinion of poster.
Pros
  • Salesmen
Cons
  • Delivery experience
  • Customer service
  • Service
Reason of review
Poor customer service

Sears - Freezer Review from Argyle, Florida

1.0
Details
I purchased a 21 cubic upright freezer in February of 2015. I went to my local Sears franchise store in Marianna, Florida and checked to see if they had one in stock. They did not and the clerk told me to order it through Sears.com and have it shipped to the local store and they would handle the free delivery. I did that and the projected delivery would be around March 11th. We waited, called the store and were informed that the freezer was not in yet. Online documents showed it was at the store and the explanation given was that they were busy with other deliveries. Called the store and talked to "Mike" who answered the store phone with, "what do you want now?" followed with something like,"I'm the only one here!" and then Mike proceeded to hang up on me. I called back 30 seconds later and it was Mike again. I explained that he had just TALKED to me on the phone and that I would be down at the store to see him shortly. When I arrived, I explained to him (through the locked front door) who I was and then introduced my wife. I asked to come in and he cautiously opened the front door. I told Mike that I had come in person to answer his question. I reminded him that he asked me over the phone, what do you want now? I told him that I wanted my $#%&@*+ 21 cubic feet upright freezer that I had bought and paid for last month. He started with the blame someone else game and the "Oh my God, I am so sorry" routine. This served to further infuriate me at which point I told him to go freely have sexual relations and place his franchise store along with my freezer where the sun doesn't shine. I had heard this store had previous simular problems, but was under new management. I went home, spent an hour on the phone with Sears customer relations and canceled the $900.00 order. Was informed that no refund will be made until that appliance is checked back into the Sears warehouse. Two words.... buyer beware! They used to be a great company to do business with, but sadly now they don't seem to care about being customer oriented at all. I won't have any more problems wjth Sears as we are finished.
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Review
#609258 Review #609258 is a subjective opinion of poster.
Reason of review
Poor customer service
Featured
Sears - Extremely Poor Customer Service
I ordered a patio bar set online and when I received my delivery receipt, it indicated that set-up and put in place was included with my order. However, when the item was delivered, they left the boxes on my floor. When I called Sears and inquired about the set-up and...
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1 comment
Anonymous
#1451919

I purchased a mattress with Sears with Customer Service who cant take the delivery address and the credit card address over the phone. I end up to cancelled the order because they make a mistake ,Sears advised me that transaction for refund will take 2 weeks.

I used a different credit card and purchased a second mattress with customer service, she took my coupon and applied towards my purchase and then she reversed agents thee delivery charges. The mattress is $1800.00 and its free if the purchase is over $399.00, so I called Customer Service in Philippine because no one here is available. I called 5 times and they hang up on me ,they stated that I need to learn how to count and read and they don't speak English well, I ask for supervisor ,I was waiting 4,5 hours between hung ups and finally when I get a supervisor he started with complements, I stop him and then he stated that that my coupon cant be used, because I have to much discounts. and rep did correctly she charged me back.

He stated that I was discriminated him and he stated that Sears must charge me for full delivery and refuses to correct the bill. I advised him that I will get in touch with Corporate office ,because the advertisement didn't say I cant use extra coupon and the delivery is free. He belittle me on the phone His name is Abil and his ID # 45536712. If this person was in the US he will never have this job.

I cant believe that American people have no job here and this abuse came from oversees who has supervisory position with Sears oversees.I will stop this order by I am moving and I need a mattress to sleep on. I hope the delivery will be better transaction.Very bad experience, wrong .Never again buy from Sears.

Review
#609105 Review #609105 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Full refund

Staff Review

3.5
Details
Worst customer service. Old lady's are so slow at the register. Like they don't really care of course they have all day. 5 people in line. Been in line for 35 minutes that's ridiculous. Sears at fort worth Texas inside hulen mall please update ya's customer service guys.
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Review
#608972 Review #608972 is a subjective opinion of poster.
Reason of review
Poor customer service