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My wife and I purchased a bed/boxspring for 463.21. on Friday,of course,went to purchase groceries and our card was declined.went to the bank and was told that sears had put in the same charge twice.the charge could not be removed unless the "MERCHANT" removed it. we...
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Review
#548557 Review #548557 is a subjective opinion of poster.
Product
Sears Credit Card
Reason of review
Poor customer service
Loss
$463
Preferred solution
Full refund

Sears - Review from Madison, Wisconsin

The exploding glass door bubble syndrome just happened to us, too. Ours had been sitting idle for over 2 days when I heard a loud crash in the basement. Being the only one home at the time when it happened, it took me a while to give up on looking for an exorcist before researching more rational explanations. It comforts me to hear I'm not the only one. Unfortunately, I am not the only one with nightmarish customer service from sears. It's been almost a month and still no answer from them on when a replacement door will arrive. Their only response is that it is still on back order, like that helps any. They've also told us there's no way in *** they're going to replace the washer. I didn't even press down that road. I only suggested that maybe a local store could give us the door off a new one, and sears could refurbish it later. "No way" was their answer. With the door being right at face level for my 5 year old, this makes an exploding glass door that sends jagged shards of glass all over the place a potentially deadly safety defect. You'd think they'd put a higher priority on going outside their usual customer service box to make things right. It's not like I'm looking to file a lawsuit...yet. After all, nobody was injured by the explosion. But God help sears if my son had been hurt, though.
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Review
#548051 Review #548051 is a subjective opinion of poster.
Service
Sears Replacement

Sears in Los Angeles, California - $500 Installation Fee for a $400 dishwasher

3.4
Details
I bought a $400 dishwasher, and paid $250 In-Home Support, Dishwasher Installation, and Haul Away Old Unit service at the store. Then the installation company (ATI Installation) came to install the unit when I was not at home. My wife was at home but she did not know I paid for the in-home support. ATI charged $255 to install the unit!!! What was not included in the $250 In-Home Support which I paid at the store!! We ended up paying $500 to install a $400 unit. Does that make sense???? Sears should terminate this ATI Installation and immediately refund the money.
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1 comment
Anonymous
#892694

The $255 was probably for additional plumbing and electrical work not covered by the basic in home service charge. On most installations, depending on the age of the old appliance, additional installation costs are very prevalent and clearly written out on a change of specification form.

All of this information should have been made available by the sales person when you were purchasing the dishwasher.

Please call ATI Installation at 818-837-3430 ext. 234 for additional information.

Review
#547809 Review #547809 is a subjective opinion of poster.
Service
Sears Installation
Pros
  • Warranty
Cons
  • Installation contractor
Reason of review
Problems with payment
Loss
$255
Preferred solution
Full refund

Sears in Chicago, Illinois - Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. Refrigerator is not repair yet after 5 weeks. Food loos has not been taken care.

I have purchased Kenmore refrigerator in 2011 and that is my biggest mistake, it start giving me some issue in 2014 only 2 year after and again I trusted company going down with unhappy customer and paid $251 to get one year extended warranty. Last Wednesday ( September 10th) technician came out and did absolutely nothing but ask my tenant to monitor temperature and schedule repair appointment if temperature above 40F which I did, last Thursday I made an appointment for today ( Wednesday 17th) and I received conformation call from sears day before but no technician showed up or call until 3 PM. So I called to check status and after talking to non-speaking English and rude sears employee I learned that no technician available to come today and no appointment available until next Wednesday ( September 24th) and that too no guarantee of technician available. I wasted my half day to wait for technician. Technician arrived 24th September on Wednesday and he was the worst as he said he does not trust thermometer which is measuring temperature and yelled me for asking any question. Then I received call from executive office to schedule more expert technician on 10/06 that arrived at wrong address instead of property where refrigerator is. I call customer service and they have yet to schedule any appointment. Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. I have more than $200 of food loos and wasted my time on call with rude customer service. As per service agreement if Sears cannot repair they should pay me $500 voucher and food loos is part of agreement. I am looking for $500 for replacement and $200 food loss. So far they denied to give me anything instead I received email that they I owe them $40.
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Review
#547213 Review #547213 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Loss
$700
Preferred solution
Full refund

Sears Post-Purchase Customer Service and Master Protection

WORST post purchase customer service EVER. Takes forever to get through to a representative and when I do they mangle English and I can barely (if at all) understand. They don't listen, they can't (or won't help) they are unsympathetic and have horrible customer service skills. I have been disconnected, interrupted multiple times, transferred when it's not called for, given numbers to call and when I call them they are not valid numbers. I will never buy an appliance from Sears again - which is not a reflection of how good it is but the frustration that I feel when I try to do anything with repair or preventative care. This experience could be hazardous to your blood pressure health. :(
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Review
#547128 Review #547128 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
I purchased from Sears an extended warranty plan on both a refrigerator ($220.00) and range ($195.00) with the promise that if the extended warranty was not used it would then be refunded (in store credit) to me at the end of the warranty period. The warrantees expired...
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2 comments
Anonymous
#886478

Thanks for the intel. Bad situation but a good review. They should know better.

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Review
#546783 Review #546783 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Liars, Crooks & Fraud
Loss
$660
Preferred solution
Full refund

Sears in Livermore, California - Service and Warranty

I bought a fridge, range with oven and a dish washer from Sear Outlet in Hayward 2 years ago. I also bought the 5 year warrant on each unit since the sales person told me that any damage to the products would be covered. Quote "It doesn't matter if it is your fault of not. If its broken the warranty will cover all parts and labor" It has been 1 month trying to get the service people out to take a look at the range and dish washer. I made the appointment, set the time and waited, I get a call saying they don't have enough time to come out and we need to reschedule. OK no problem 2nd appointment the driver becomes sick, 3rd appointment complete no show. I call sear customer support and I tell explain the situation and I am told "we have no history of your call or appointments. Please make an appointment" I go into the Hayward CA store where i bought the equipment. The Manager tells me he will call them see whats going on and will get this resolved for me. In addition, he tells me that the sales person was wrong for telling me all parts and labor is covered and i would have to pay for anything that breaks and he cannot do anything about that. He call me today and give the 800 number to Sears and basically says good luck. Oh yes "Since its has been 2 years the store cannot do anything for you now you have to deal with the service people" Just Beau-Ti-Ful Sears, screw over your customers. Service people no show, Store passes the buck, and the corporate must be a complete joke. I will make sure to let everyone I know not to buy the warranty from sears or even buy a single product from them either. An i will make sure to close my credit cards, my sisters credit cards, and my fathers credit card.
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Review
#545921 Review #545921 is a subjective opinion of poster.
Product
Sears Credit Card
Reason of review
customer service, warranty coverage, repair service.
Preferred solution
Full refund

Sears in Greensboro, North Carolina - CUSTOMER SERVICES

1.0
Details
I CALLED SEARS FOR MY FREEZER, TECH CAME OUT, AND SAID THAT SHE HAD TO ORDER NEW PARTS FOR IT. I SAID OK , THE PARTS WOULD COME THE NEXT WEEK. SHE TOLD ME TO CALL SEARS, WHEN THE PARTS WOULD ARRIVE @ MY HOUSE. I DID THAT. THE PARTS CAME WITHIN TWO DAYS. I CALLED SEARS-THEY SAID THAT I WOULD GET THE NEXT APPOINTMENT,WHICH WAS THE NEXT DAY BETWEEN 8-12. I WAITED THE NEXT DAY, A NO SHOW-I CALLED SEARS BACK, THEY SAID CUSTOMER SERVICE MADE THE WRONG CALL, THEY SAID IT WOULD BE THE NEXT WEEK BEFORE I COULD GET THE NEW PARTS PUT ON. I HAVE FOOD, IN MY FREEZER, WHAT KIND OF SERVICE IS THIS? THEY SURE DO CARE,ABOUT THE CUSTOMER. I HAVE TO WAIT TWO WEEKS FOR SERVICE. THEY SAID CUSTOMER SERVICE TOLD ME WRONG. PISSED
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Review
#545902 Review #545902 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$250

Sears in Cedar Rapids, Iowa - 29 degrees and no heat

3 years and 11 months ago, I spent several thousand dollars on a Kenmore furnace. I used to purchase all of our appliances at Sears, but because of their delivery charges and having to wait up to 2 weeks to get an appliance, I changed to other stores that could deliver (free!) the following day. October 3, our Iowa weather turned cold. I don't turn on the furnace until I have to. I tried to get it lit all weekend and waited to call for service until Monday, October 6. I was told the first appointment was on October 15. 9 days - no heat? I explained to an unpleasant 'customer service representative' in Florida, that this was not an acceptable time frame for a repair to a furnace. I asked to speak to a supervisor and was told I didn't need a supervisor, as they wouldn't tell me anything different. Really? I can't speak to a supervisor? I made 4 more calls over the next day in an attempt to get an earlier repair appointment on my 'under warranty' furnace. I was told a variety of lies, including the scheduling software wasn't working. I was even told they were now booked out until January. In the Midwest, that would mean frozen pipes, serious damage to a home and people wouldn't be able to stay in their homes. January? I was also told that since my furnace is under warranty, I could try to find another repair company that is authorized to work on Kenmore products, pay them myself, and Sears would reimburse me for up to $300. Why would I think for a minute they would honor this? Why should I go looking for a repair person who meets their requirements, pay them, then wait for Sears to find a reason to not reimburse me? That's insane. If they don't have a repair person available, THEY should be the ones to locate another. I was told the lengthy wait was due to a large number of repair requests. I was told the lengthy wait was due to not having enough repair people on staff. I was told the lengthy wait was due to software issues. I was told I could not speak to a manager. Today, October 12, 2014, it's 29 degrees and drizzling. It's overcast and cold. Only 3 more days until I am supposed to have a repair person. I have taken the entire day off work because they can't give me a time the worker will arrive. I am hopeful the repair will be done on Wednesday without any problems. I have a regular Sears credit card and a 'Home' card, both with zero balances and have been a pretty loyal customer for more than 25 years. But listen up, Sears, we are breaking up and we will never, ever get back together. I will not spend another dime in your stores and will certainly share my experience with everyone I know.
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2 comments
Anonymous
#886529

I want to update my situation.

First, if you put your complaint on their FaceBook page,you will get a very fast response.

Within 3 minutes, I had an instant message from one of the customer service people.

On Wednesday, October 15, a repair person came to my house. Very nice man, Jake. He had been sent from Michigan to help the Iowa repair people try to catch up on calls.

Apparently, 2 had retired and 2 more had quit. I would think the company would be aware of needed to replace people retiring.....

The problem was diagnosed - two new circuit boards and a blower needed. $1248. Remember, this furnace has only seen 3 winters.

Thankfully, I had purchased the Master Plan Warranty.

The needed parts apparently were no where in the state of Iowa. They had to be ordered. Jake told me he would be back on Saturday to complete the repair, as long as the parts arrived.

I now have a customer service person apparently assigned to me.

She (Kirsten?) called Wednesday evening to see if I was satisfied with my repair. Well, it isn't completed. I explained the day to her. Thursday, I get a call at work to inform me that one of the parts had been back ordered and would not be delivered until October 21.

I now have to request ANOTHER day off work to be home for the repair person. I was offered a Saturday appointment, which would be sometime in November. I get home from work that day to find 2 fairly large boxes on the steps. During my daily call from Kirsten, I opened the boxes and went through the packing lists.

ALL NEEDED PARTS WERE THERE, but you know, they still couldn't come back before Wednesday. Whatever. I have no fight left in me. Early Friday evening, Jake calls.

He has to return to Michigan on Saturday, but if the parts are there, he will come finish that night! Wow! Yes, please come! Jake completed the repair, explained options for filters for the furnace as well as the humidifier that is a part of the system.

He wanted to make sure things were completed with me before he returned to Michigan. Jake is a rare gem in the mess Sears has created. Kudos to Jake, but Sears, it's too late for us. It doesn't matter if you send in your dream team to fix it.

The damage was done and I will never forget the horrible experience I had with your company.

Jake - I wish you well.

Anonymous
#885220

That's why it's good to check the furnace before it gets cold because you never know. Just saying.

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Review
#545500 Review #545500 is a subjective opinion of poster.
Product
Sears Credit Card
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

The Death of Sears Roebuck – “Supply Chain Logistics”

Customer buys from “salesman” Kenmore Wall Oven. “Delivery” schedules installer and delivery of oven. Wall oven arrives broken, “installer” installs anyway and removes working oven (Bosch). “Sales manager” authorizes new Kenmore oven for delivery, “customer service” schedules pick-up—expects customer to remove from wall. New wall oven arrives. “Installer” arrives and identifies that it too is broken. “Store manager” authorizes new model wall oven (Kitchenaid) at no additional costs. Seven days pass, customer calls “Customer service” they have no record to schedule delivery. Escalated to “customer solutions” to schedule pick-up of broken oven, delivery of new oven and “installation.” “Customer Solutions” schedules “delivery” and “installation.” Price differential waiver not recognized, demands additional payment. Customer cancels order. Customer requests refund. Seven to ten days to process. Social Media perspective: Pass it along – SEARS SUCKS.
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3 comments
Anonymous
#885221

why did you let them install a broken oven?

Anonymous
#883544

Just discovering this now? There hasn't been Sears & Roebuck for 10 years now.

It's run by a hedge fund manager with a hedge fund mentality who fragmented the company so much they are nothing but pieces of the once great companies called Sears Roebuck & Co and Kmart.

This is why the right hand doesn't know what the left hand is doing along with the use of a large amount of subsidiaries and contractors. The manager either didn't re ring the sale correctly or there are sub contractors in the picture which don't always make Sears computer records.

Anonymous
#883537

You just laid out a typical everyday problem with the company very succinctly. Too many departments, lost information, no unity of resolution and service. A totally bureaucratic nightmare where the customer loses.

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Review
#545222 Review #545222 is a subjective opinion of poster.