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Sears in Alexandria, Virginia - Dishwasher runaround

1.0
Details
I purchased a top-of-the-line Bosch dishwasher from Sears in May 2014. It wasn't everything I'd hoped for, and I stopped by the store once to discuss my concerns with the salesman, but he didn't give me a lot of reason to believe it was something that could be fixed, so I decided to just live with it. Then a couple of weeks ago it stopped working altogether, so I called service. (The machine is still completely covered under manufacturer's warranty.) I had to wait a few days for the scheduled service call. Nothing was mentioned about a part being shipped, but the day before the scheduled appointment, I got an automated message. When I returned the call, the young lady asked if the part had arrived. No, I didn't know anything about a part. She stammered a bit, said she'd check her records, and then came back saying that no, it looked like there wasn't a part involved after all. I stayed home from work the next morning as scheduled to wait for the repairman. After a while I got a call asking if I had received a part. No, I wasn't expecting a part, nor had one arrived. Oh but yes, a part was being shipped to me. He checked his records. Oh wait a minute, it's not supposed to be delivered until this afternoon. You mean you had me stay home from work this morning for a service call that isn't going to happen because the part isn't scheduled to arrive until this afternoon? Yep, looks like that's the case. So the service call is rescheduled for the next day. Unfortunately, my lost work hours and meetings can't be rescheduled. So the second day I come from work at noon to wait for the serviceman. More lost hours, more missed meetings. He arrives at 4:30. Laughs as soon as he arrives, because he sees the part on the counter. Turns out he has a truck full of parts that they shipped and he hasn't used. One three-second test tells him it's not the part that's the problem. For some reason he doesn't have diagnostic tools for this machine, so he has me go on line, look up the error code and print out the instructions for him. (That's weird; I thought he was the expert.) On further investigation though, he finds a large crack in the "tub", says it was likely damaged in shipping or installation, takes some pictures, and his superiors end up agreeing with him that it's not repairable, so I should get a new dishwasher under the warranty. Someone will call me in 3 business days to give me more information. Friday a young lady calls, two days ahead of schedule. That's good. She tells me that I am scheduled to get my new dishwasher delivered and installed on Saturday, with the old one hauled away. That's very good. I happily cancel my Saturday plans to stay home and wait. The truck shows up, they bring the new dishwasher up to my unit, and start to leave. Wait, what about installation? What about hauling the old one away? Nope, we just deliver. We don't know anything about installation and haul away. If it was supposed to be installed, it would have been a different crew. Not us. No, we don't know who you should call. Sorry. Bye. So I call various 800 numbers I find here and there, spend over an hour, talk to eight different people. No one knows. Someone else's fault. Someone neglected to check the right box for installation. Local contractor says it's not her problem. Someone may call you next Tuesday. Today I decided to register a complaint on Sears' Facebook page. Got a reply in a few minutes, sounded promising at first, but just more of the same runaround. No one knows. It's no one's fault. No one evidently has a record of any of my conversations. Someone from the contractor may call me tomorrow. Or not. Maybe I'll have to stay home two more days, because installation and haul away are two separate functions. Or maybe not. No one knows. Not their problem. Is it any wonder this company is circling the drain???
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2 comments
Anonymous
#987804

I had a similar problem with a dead Bosch dishwasher that I bought at Sears. After a year and a half, and countless service calls holding and being transferred repeatedly, I still have a dead dishwasher.

I will never buy anything from Sears again! I hope they go under.

SearsCares
#934699

Hello there!

We want you to know we care and value each and everyone one of our members. We are truly disheartened to see your experience with us was not met with top quality customer service.

We are available to assist our members 7 days a week on any of our social channels. We encourage you to reach out to us with any concerns/questions at any time!

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

 

Both channels are moderated from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have! Thank you, SearsCares

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Review
#581633 Review #581633 is a subjective opinion of poster.
Pros
  • Product
  • Price
Cons
  • Delivery experience
  • Ignorant communication
  • Customer service
Reason of review
Poor customer service
Loss
$400
Preferred solution
Deliver product or service ordered

Sears - Washer Review from Tampa, Florida

I will never buy from Sears again! One month without a washer.. They paid 1000$ for a broken drum re shipped bought another one waited another 3weeks and then had to wait another for a bolt. After a month spent in the laundrymat and money.. We called customer service and what a joke! After 5 people one lady acted like she fixed this! She said we could pick out a washer that matches the dryer. All was great no money limit she understood this was a crazy mess just call back and let them know what washer we picked. So we spent 954.00 washer 2years old and bought 230$ warrenty. We found on that was 854.00$ so we called and they said you have a 800.00$ limit well they didn't have a 800$ washer and one that mached the dryer.. We was told we have to pay the difference and taxes. So tonight on the phone again they can re ship the 1000$ drum and pay the service men again this will be 4 times now 100$ a visit it says on the receipt.. I don't know how this customer service is staying in business no one helped and we got lied to 3 times still not fixed! So we will see calling again tonight to get it repaired! And I hope we don't have to wait another week or I am going to get crazy on someone! This is the most insane place I ever dealt with and I work customer service you should be ashamed of your lieing staff because I will never buy from Sears again and it's all over my Facebook about this ordeal.. I am pissed!!!!
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1 comment
SearsCares
#934696

Hi there,

We are disappointed to see you are upset with us. We wanted to reach out to see if we can assist with any of your concerns.

Please note- we are available to help our members 7 days a week on any of our social channels.

 

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

  Both channels are moderated from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have!     Thank you, SearsCares

Review
#581533 Review #581533 is a subjective opinion of poster.
Reason of review
Pricing issue

Sears in Kennesaw, Georgia - Missing Hard food disposer in dishwasher! Model should come with it!

2.1
Details
Purchased a dishwasher for about $1000 along with a protection agreement. In the past 2 years they have had to come out to repair it 8 times soon to be 9. Along with the numerous problems we have had we just found out today that the disposal has totally been missing from the dishwasher. We paid more for this dishwasher because we wanted the disposal feature. We have been passed around told to call different people each time. Apparently the disposal is a "luxury" and even though we paid extra for that "luxury" we are not due anything for the lack of having it for the past 2yrs. Also they refuse to replace the dishwasher even though repair men have had to come out here 8 times already. The repairs were just a little too far apart and didn't quite make it in the 1yr time frame. Terrible customer service. If they do not make this right this will be the last thing we purchase from Sears.
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Review
#581475 Review #581475 is a subjective opinion of poster.
Pros
  • Onsite staff
Cons
  • Did not get what i paid for
  • Poor customer service
  • Missing key item on unit
Reason of review
Warranty issue
Loss
$1000
Preferred solution
Replace my dishwasher!

Sears in San Jose, California - Having hard time cancelling order and getting refund.

2.0
Details
I feel a migraine coming on. Sears customer service is some of the worst that I've ever experienced. When did they outsource all their call centers to the Philippines? Chances are, you'll get a very friendly, polite person on the phone... who will have ZERO follow through on your request. Here's my experience: Dec 29th - order a bike online Dec 29th - cancel the order w/ customer service rep Jan 2nd - get an email saying that the bike has shipped (WHAT THE ***?) Jan 2nd- cancel order w customer service rep again, request cancellation email Jan 6th - receive email saying bike is ready for pick-up (WHAT THE ***?) Jan 8th - cancel order for the 3RD TIME w customer service rep Jan 8th - call store and cancel order with them. They had no idea, and no communication from Sears customer service that I wanted to cancel the order. Nice job, guys... It's January 11, 2015. I still do not have a refund. I have tried calling 4 times to cancel the order. Every time, someone takes my calls, handles the call politely, tells me I'll get a refund in 3-5 business days. Not really. Still waiting. Avoid this place.
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1 comment
SearsCares
#934695

Hello,

Purchasing a new bike should be an exciting time, not a hassle. We regret that your experience thus far has been far from seamless.

We'd like to assist and make sure you receive your refund. Please reach out to us on one of our social channels so we can learn more about your experience:

 • Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we’ll take great care of you.

Review
#581246 Review #581246 is a subjective opinion of poster.
Pros
  • Warranty
  • Price
Cons
  • Service
  • Poor customer service
Reason of review
Poor customer service
Loss
$258
Tags
  • Hybrid Bike

Terrible online service,it is the same sears company?

1.3
Details
Very sad to see how the big American companies go to die. But as we all know online shopping is the now business and who does not make good on this matter is out of the game. I personally have had terrible experiences with Sears in the last two opportunities I have tried to buy from them even online and at store, both while shopping for my children Christmas's gifts. At store they didn't have the merchandise so made the order online but the merchandise never arrived and we did not receive any notice until we claim we received a refund but my kids never got their Christmas gift, shopping online was same experience, the merchandise never arrive and we received refund after one month. Very annoying! Working that way any company has to succumb. I just hope that the many people working on getting the company alive can find a great strategy to quit their lately bad taste.
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1 comment
SearsCares
#934314

Hello,

We are upset to see you feel this way. We'd be happy to turn your experience around.

Please allow one more opportunity to do so. We are available at any of our social channels to assist our members.

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

 

Both channels are moderated from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have!     Thank you, SearsCares

Review
#580830 Review #580830 is a subjective opinion of poster.
Service
Sears Claim
Reason of review
Order processing issue

Sears - Review from Dallas, Texas

If your order was not correct.Then I would say that this is your fault.You yourself placed the order correct?How does one place an order for an King Size mattress set and Order only one box spring Duh.This say's a lot about the person placing the order.Where do you get off placing the blame on someone else?You should be happy they did not ship this one box spring along.Hopefully you learn to read and Pay more attention to detail the next time you try to place an order online.If you need help you should ask for it.
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Review
#580333 Review #580333 is a subjective opinion of poster.

Sears in Hamilton, Ohio - Never Delivered the Product

Ordered a new mattress about 10 days ago. When it was ordered, the order was not placed correctly and only one twin box spring was ordered for a king bed. On the day of delivery we were told it would be here between 730 and 930 am - at 9 am we got a phone call telling us that it would not be delivered since they didn't have all the pieces. New delivery date and time was sent and they were a complete no show. Called customer service a dozen times and conveniently got disconnected every time. Called the salesman directly, again conveniently he didn't answer and his voice mail was full. Starting a new thing...SAP. Standard American Product. Companies in America just don't give a *** about customer service, if they spent half as much time, energy and money on their current customers, they wouldn't have to spend so much time, energy and money on advertising.
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1 comment
SearsCares
#934313

Hello,

We are very disappointed to hear that your delivery experience did not go as planned. We regret any inconveniences that were caused as a result of the mishap.

If you need assistance with your delivery, our team would be more than happy to help. Please reach out to us on one of our social channels so we can best assist you going forward: 

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we will gladly assist with your delivery.

Review
#580321 Review #580321 is a subjective opinion of poster.
Service
Sears Delivery Service
Reason of review
Problem with delivery
4.3
Details
I have 19 hp 46" cut mower. The deck vibration is bad. Noticed deck floats more than previous sears mowers, also noticed does not have rear stabilizer on deck. Called had tech come out agreed vibration was bad. Changed out blades, mandrels and pulleys and belt. Helped...
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1 comment
SearsCares
#934309

Hello,

We'd be glad to review your repair history and see what the next steps are in regards to the issues you're experiencing with your mower. Please reach out to us on one of our social channels so we can learn more about your experience: 

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

Both channels are moderated M-F from 8a-8p CT, Sat-Sun from 8a-6p CT and we would be glad to look further into this issue.

Review
#580006 Review #580006 is a subjective opinion of poster.
Service
Sears Manager
Reason of review
Bad quality
1.6
Details
On Dec 10th I came home to a loud refrigerator. The compressor was making a racket and it was not cooling. Unplugging and then back in it would run 30 mins and start the noise. Still not cooling. I checked the manual to see a 5 year warranty on the sealed unit. I...
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14 comments
FaintBird304
#1734498

Going thru this same thing right now. Same fridge.

LG sears kenmore. Nothing has changed in four years. Purchased in 2015, broken in 2019. Part covered but labor is not.

99 dollars to diagnose.

10min diagnosis. Poor company service.

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Review
#579764 Review #579764 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Poor customer service
Loss
$1700
Preferred solution
Full refund
1.0
Details
I've read so many reviews about this company and STILL decided to give them a chance and make a purchase. BIG MISTAKE. I cannot believe how they could care so little about their customers. Made a purchase on the 26th for a mattress. Today is January 7, 2015...STILL NOT...
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2 comments
SearsCares
#934308

Hi there,

We understand your disappointment and frustration. We'd like to assist.

Please reach out to us on one of our social channels so we can best assist you going forward: 

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

 

Both channels are moderated from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have!     Thank you, SearsCares

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Review
#579671 Review #579671 is a subjective opinion of poster.
Service
Sears Delivery Service
Cons
  • Delivery experience
  • Home delivery
  • Service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered