Anonymous
map-marker Walnut Creek, California

Sears Repair Review

Sears is awful. We paid to have a service plan on out riding lawn mower & we have called numerous times due to lower than standard quality of the mower. When you can get in touch with someone they will put an appointment in but tell you their repair man will be there anywhere between 8am and 5pm. They actually think you have nothing better to do then wait all day for their people to arrive. We waited & nobody showed up & when we called they said they had to records of a service request for us. After waiting 3 weeks for the appointment date they said they would issues yet another service date in 3 weeks!!! Now its well over a month and a half that we've waited to use our mower and we are expected to wait the entire day once again for someone to arrive. We were beyond pissed, but when speaking to their customer service reps we couldn't get any better action. Thinking they were just under trained we asked to speak to a supervisor who was even worse. She actually hung up on us without any explanation, or any action to rectify the situation. I will post everywhere I can about their poor quality, their less then standard customer service & lack of compassion in hopes NOBODY buys any power equipment from them, and endures what we have. Next is my local news stations who love to run clips like this. They are downright awful!
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Anonymous
map-marker Newport, Oregon

"Service Center"? A joke...

Our lawnmower has been returned to SEARS three times in less than a year; we have used the lawnmower less than 20 times. The first time (after six uses) they charged me for a new battery and clutch assembly. The second time (within six weeks) it went back; this time they kept it 6 weeks and replaced the entire wiring assembly. It was returned in December long after mowing season was over; I tried to start it in April and had to return it for the same problem. Now they told me they have to charge me for a tune up? The lawnmower should last more than 15 uses before a tune up. The turn around time fr the "service department" is ridiculous; at this rate, my Extended Service Contract which I paid extra for will expire before I use the machine 25 times. I can't exercise the "No Lemon Clause" in the contract because it states the machine has to be repaired four times for the same issue within twelve months and for some reason, the "service department" keeps my machine for weeks on end. When I told the "service rep" I refuse to pay for a tune up, he hung up on me.
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Loss:
$500
1 comment
Guest

you're obviously doing something very wrong with your mower.

as someone who works in a place that offers repair services I can tell you this is the problem 9/10 of the time is CUSTOMER abuse/misuse/neglect of the machine in question.

as to the tuneup problem that's very incorrect. I've seen people need a tuneup in much less time.

a tuneup is not something that's normally covered by ANY warranty anywhere that I've ever seen unless they have something in theirs specifically that says it does cover it normally.

I tell customers a tuneup is something YOU the CUSTOMER should be doing on your OWN anyways without worry of affecting your warranty. it consists generally of an oil change, spark plug, air filter (if one is present on unit) anything else is would fall under another category.

blade changes for instance? not that you mentioned it mind you for just for example are NOT covered and would be a charge for that.

one thing you didn't mention which would be helpful too is when did you bring it back the time they kept it for 6 weeks? was it during peak season time?

I know here we have customers getting grumpy it's taking more than a few days when they're told up front it could be anywhere from 2-6 weeks depending on if the repair can be done in house or if it's gotta be sent to our repair center out of state. they actually get mad that THEY forgot it was told to them and that THEY signed the paperwork where it states this fact.

so in closing get off your high horse. learn to do tuneups yourself you'll save $$$ in the end and stop trying to put everything off on their repair service you obviously use the machine a lot so what do you expect?

Anonymous
map-marker Plano, Texas

Sears Outlet installed the wrong dishwasher & delayed changing it out

Bought a Bosch dishwasher from Sears Outlet and they removed our old one THEN discovered they had the wrong replacement. Installed the one we DIDN'T want and promised to change it out ASAP. Well, the work order was lost, then found, then cancelled, then reinstated. The Sears Outlet store guys tried to help but their *** installation sub-contractor wouldn't fix it. Still waiting! How do I escalate this? I posted on Sears Outlet Twitter site that I wanted the phone number to Lowe's! So far their crack social media customer service team is asleep at the wheel. Trip to Lowe's in my immediate future.
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Loss:
$300
Company responded
Mark Patalita

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Fort Wayne, Indiana

Lied to about warranty on my craftsman tools for replacement

The tool manager, Steve, tried to give me the cheaper Evolve series adjustable wrenches with a limited warranty and said my craftsman models were not in stock. Well, the whole display was stocked to the max and it was in eyesight just down the aisle.

I limped down there (disabled vet) and got the two wrenches and put them on the counter and called him out right there for lying. customer service has done nothing and the management will not look at the loss prevention video.

The store manager was rude and backed up Steve by saying that he would never lie. B>S!

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Loss:
$3000
2 comments
David Rde
Sears Response

Patalitamark,

We thank you for bringing this matter to our attention regarding your tools. My name is Liz and I am a member of the Sears Cares Escalations team.

We certainly can see why you are so frustrated and upset over what has occurred with your recent visit. We would be happy to connect you with one of our dedicated case managers to look into this further and address concerns.

Please send the following information โ€“ contact #, screen name (patalitamark), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Guest

That is why Sears is going down the tubes. They never back up their guarantee anymore. That is why I shopped shopping at Sears and destroyed my Sears credit card.

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Anonymous
map-marker Miami, Florida

Sears - Hvac Syste Review from Miami, Florida

I used sears to change my Hvac system. thing does not work. my house is 100 degrees. The AC unit is leaking in the basement and the metal unit, they did patchwork on the unit on the unit i the basement even though i contracted for a system change. I called sears very poor customer service. they kept telling me that the will call back. it took more than ten calls for the to call back and they told me that i am not a priority beause the technician will not stop what they are doing to come to you. I told them that it is their mistake that water is dripping in my basement. I do not know who will listen.
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Randy Hollenstine
map-marker Columbus, Ohio

Sears Craftsman power washer will not work

I am really disappointed in my Sears Craftsman power washer. I bought it 2 years ago. I've used it less than 10 times. I hookup water and go to start it and the pump freezes up to where you can barely pull the starter cord. After I unhook everything and wait 15 minutes I go and try to start it and the engine starts. So I know it's in the pump. I'm really disappointed in this product. All my power lawn equipment is sears craftsman and I am very loyal sears customer, however this has given me reason to pause. To replace the pump it would cost me $200. I think sears should pick up the cost. If they don't I will be shopping elsewhere in the future.
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2 comments
David Rde
Sears Response

Hollenstine, have you talked to a Sears employee about this?

Josalyn Boh

Power/pressure washers are notorious for the pumps failing! Name brands are no exception.

In almost all cases, it is the customers fault.

Depending on the climate, improper storage will ruin the pump. In freezing climates, the unit should be stored inside a heated area for the winter.

Leaving the unit freeze, even if you believe it to be drained, will ruin the pump if there is even a small amount of water in it. These pumps are made from Aluminum, and even a small amount of water will freeze and expand to crack the housing and/or ruin the impeller.

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Anonymous

Free Guarantee Review

They did a poor job. When they showed up they claimed they would not warranty the work unless I paid doubled to clean more then the ducts. They Left my house a mess. The fan was not powerful enough to keep the dust in the duct they were cleaning and made a mess of my house. I called to complain on the worry free guarantee and my call was not retuned.
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Anonymous
map-marker Gwynn Oak, Maryland

Sears Delivery Service Review

I order my refrigerator from the security square mall sears location and was suppose to receive a the delivery today between 445pm-645pm. It is currently 925pm and I am still waiting. I've spoken to five representatives requested four supervisors and received not one explanation as to why my refrigerator hasn't been delivered... Worst service ever
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Anonymous
map-marker Missoula, Montana

Tried to call my local store... impossible.

I wanted to save myself the time of driving all the way over to Sears to see if they have a part, so I picked up the phone to call them. I ended up at the "call center" where they were completely unhelpful. They said I needed a model number of the part I wanted... isn't that what you're supposed to be for? If I knew the model I wouldn't have called to get help finding it. The phone system is simply terrible. You have to wade through endless menus and that voice recognition software that we all know and hate.
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3 comments
David Rde
Sears Response

Were you able to take care of your part issue?

Guest

You obviously have never ordered a part for anything you don't go to autozone and say I need a part for my ford with out telling them what make and model it is you used to have these big *** books that showed all the models and parts so if you didn't know you could look it up by brand but now it's all online so it is difficult to find but you probably talked with some *** who had no idea how to work the system I know because I used to work there and I am the parts king wether you know the model number or not most employees are dumb and will not go the extra mile to help you just like autozone I have helped many customers find the parts they needed even giving up a chance at making a good commision on a sale I have found parts that the manager couldn't even find it's a little more work but many employees simy don't care or have no common sense I wish they would bring back the big books that makes it easier

Guest

You need the model number for the part you want! Are you really that clueless?

How on earth are they to know what you're talking about if you do not have the model number. You really do not understand how clueless you are do you? I highly suggest you go out right away and get a part time job at any of the following places; Home Depot, Lowes, Menards, Sears and even Walmart.

You will quickly realize that if you have no information you can't help the person asking for help. It's your job as the consumer TO KNOW THE MODEL NUMBER, not the store.

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Anonymous
map-marker Chatsworth, California

Horrible First (and Last) Experience

Patronizing this Third Party Vendor as well as Sears is by far the most infuriating experience I have ever encountered with merchants. I now know why Sears and its subsidiaries are plagued with so many financial woes- they insensitively mistreat their customers to the point that very few continue to do business with them. In my recent (and only) experience, I have been troubled time after time by their lack of business savvy, professionalism, and incompetence.To have the first item delivered be the wrong item and then the second item delivered to the wrong person/address speaks to why I am poorly rating these companies. Now the item is out of stock and neither merchants had any regard to my financial loss due to the other items I purchased to accompany this set that cannot be returned. Thus, I give them both a poor rating and would give them a negative rating if possible. I am currently in the process of taking action to be compensated for their their misfeasance, but thought is wise to advise others to avoid conducing business with either Sears or their Third Party Vendor, ErgodE.
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2 comments
David Rde
Sears Response

Hello Anonymous,

Thank you for sharing with us about your order situation, and we apologize for receiving the item wrong multiple times. Weโ€™d like to speak with you, and have one of our dedicated case managers contact you to make sure this situation is resolved and you've been taken care of.

At your soonest convenience please send the following information โ€“ contact #, screen name (Anonymous484214), and phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Edwin C.

Social Media Moderator

Social Media Support Team

Guest

I'd call and demand a discount on your bill and a refund on any and all delivery charges. They hire third party contractors to deliver and install their products.

I'm so sorry for this. I had one guy come to our house and although I had it in the contract that they run the washing machine to make sure it wasn't going to leak, the guy refused, until I called corporate while he was still there and my husband showed up at the same time. The guy did as he was told, but you could tell he was pretty ticked.

He was about to walk out the door. Trust me, had he done that, that washing machine was going right out with him, crammed up his backside.

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Deniyah Jmq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Sears Lies about Delivery Dates and Delivers Broken Products

In November I purchased a 3,000 refrigerator online. Sears failed to deliver on the day they agreed to and didn't notify me of the change. They rescheduled for 1 week later. Upon delivery I noticed the unit had a huge dent in the back. It looked like a fork lift hit it. I refused to take the unit and had to wait another week. 3 weeks without a refrigerator meant eating out and wasting out-of-pocket money. Now this month I try again with Sears because I'm locked in if I want my appliances to match. So I purchased an $800 convection over the range microwave and a $3000 gas range. The contractor wanted the microwave delivered first and then the range. We timed it so I wouldn't be without a cooking appliance for more than 1 day. Again Sears failed to deliver the microwave when the agreed and delayed it 4 days. This meant I needed to request a delay on the range and the contractor wanted additional money because of the delay in finishing the job. The microwave was installed on Monday and it is broken. The convection fan is off the spindle and the unit makes a terrible noise. Sears won't replace the unit and I'm waiting one week for their repair person to show up to look at it. Now the range was to be delivered Tuesday. They never called and so I called to find the delivery window. They told me they had to delay the delivery until Saturday. Now based on my contractor's schedule and the gas company to hook up the stove, I will be without a range until 12/30. That's now almost one month without a range. On top of that they want me to be home on a Saturday when our children have recitals and plays that we would have to miss and they said our delivery time is based on what is better for Sears and not the consumer. The thing that is most upsetting is that it is impossible to speak with someone who cares about my situation. The Indian call center is only capable of reading from a script and offering me a 10% coupon to buy more things that won't work or be delivered on time. I have called every number I can find only to be bounced around to people who say they are sorry for my frustration, but do nothing to help. I have been on hold for hours at a time only to be hung up on. The managers won't do anything and they refuse to transfer me to someone in North America. Sears is an US company, I am an US consumer and there should be some way to speak with someone in the US to help with my issue. I even saw that Kurt from Sear's "Social Media Watchdog" group posted an email on this site. I emailed them and of course no one replied to my email. Clearly this runaround is designed to wear out the consumer and make them give up. I'm not going to give up. I have a network of contractors over New England that I will get to steer customers away from Sears. I have two friends that are doing a remodel that were going to buy Sears and now will not. I'm interested in the consistent complaints that are similar to mine and think there might be grounds for a class action lawsuit, and if my wife will let me I'm going to take the appliances out of the house drop them at the front door of sears with a sign explaining the customers should go to another retailer to purchase goods. This is cost me out-of-pocket expenses over $2,500 from time off, meals, contractor overage not to mention the mental frustration and there is no one that cares at Sears.
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Loss:
$2500
2 comments
David Rde
Sears Response

toddinvt,

We apologize for the trouble youโ€™ve been experiencing with your recent appliance purchases. My name is David with our Sears Social Media Support team. We would be happy to discuss this situation with you and see what can be done to assist in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (toddinvt) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

David W.

Social Media Moderator

Sears Social Media Support

Guest
reply icon Replying to comment of Sears Response

I emailed that address already and no one responded. I emailed before I posted this to avoid writing this. I am already in contact with the executive level of service now at Sears.

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Matthew Venezia
map-marker Brick Township, New Jersey

Sears Installations never showed up and arrogant

I bought a Sears Garage door opener this weekend. The gentleman at retail gave me a Monday 3-10 install date. Of course, I *** of work. When they call me to confirm install, the woman told me install would not be for 2 weeks earliest I tried to complain but she blew me off. Typical Sears!. Very pour customer service. I would caution anyone from getting service or install from Sears. This has happened to me in the past and I guess I did not learn my lesson. Sears never puts their customers first. I hope people see this message and think twice about buying service from Sears
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Loss:
$100
2 comments
David Rde
Sears Response

Dear venezim,

My name is Susan with the Sears Cares Escalations team. We are a single point of contact for escalated issues which means that you will work with one dedicated case manager who will help assist you with your garage door installation issue.

We'd like to thank you for bringing this issue to our attention and apologize that the installer didn't show up for your initial meeting. In addition, please accept our apologies for the poor customer service you received when calling to set up another installation appointment. We'd like to help you resolve this situation.

Please send the following information โ€“ contact #, screen name (venezim), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Guest

My husband and I installed our own It was not hard at all.If you can read you can do it.All you need is a helper and a hour.easy

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Jose Pgy
map-marker Peabody, Massachusetts

Flat Tire Fixing Review

Brought Plymouth into shop with a flat tire. It was still under the warranty since bought all of them quite recently. The refused to change the flat tire. Sas itpoke to them once but he also would not fix the flat as it continued to deflate. Got noplace with them.
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Anonymous
map-marker Lakewood, Illinois

Water Heater Installation Review

Ordered a water heater installation. They didn't show for the date promised. Cancelled order and Home Depot came right away. Was billed by sears. They hadn't credited my credit card... They said it takes 7-10 business days... So I won't be credited until 6/26 for an order placed 6/4. Will NEVER EVER shop sears again.
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Rabon Osv
map-marker Atlanta, Georgia

Physical, mental, verbal abuse for years - 2 attorney letters never answered,countless complaints

verbal, physical and mental abuse to a learning disabled man reported daily, two letters from attorneys never even responded. trying to copy the pdf letters from attorneys. Here is the first letter, which went unanswered. ATTORNEYS AT LAW ESTABLISHED 1.943 April 4, 2007 Via Fedex Mr. Aylwin Lewis Chief Executive Officer Sears Holdings Corporation 3333 Beverly Road Hofi-nann Estates, IL 60179 Re: Unit # 8307 Melville, New York David Anobile Physical, Mental and Verbal Abuse beginning March 2005 Dear Mr. Lewis I would like to bring to your attention a series of physical, mental and verbal abuse that has been going on, has been reported to Human Resources countless times and was allowed to continue to go on after reporting the abuse to Sears National Human Resources on April 21, 2005, case number 435****. David Anobile was abused physically, mentally and verbally by a number of employees. Eli Green (a supervisor in his 50's) repeatedly hit David Anobile in the stomach each day calling him Mr. Magoo, Uncle Fester and a virgin for months in 2005. Stephenson repeatedly told David he was gay, and that he had sex with his mother โ€” who has a pacemaker and he is the sole caretaker of her. Nick Riga wet toilet paper with soap, threw it on the ceiling of the men's room in order for it to fall on David Anobile while on the toilet. A formal complaint was registered in April 2005 but the abuse continued. Karen Tucker continually called him Forest Gump and a 40-year old virgin. She persisted daily to have names of people he had relations with in order to prove to her that he was not a virgin. David Anobile had gone to his Human Resources representative, Ann Bachteler on numerous occasions, whereupon he was told to ignore the abuse. He tried, but it did not cease. Karen Tucker's sister, Nicki Tucker teased him and ridiculed him daily for being a virgin for refusing to date her girlfriends. When he refused they called him a racist. They would laugh at him all day and torment him. He was called a ***; lewd sexual comments were made about he and his mother, suggesting that he engaged in incestual relations with her. He was punched, pinched and had his feet stepped on whenever he had new sneakers, causing his diabetic condition to be aggravated. An employee, Benya, repeatedly went after David with a staple gun, trying to staple David's ears. David was even harassed in the bathroom. Wet toilet paper would be thrown to the ceiling of his stall, to fall on him. Never did David strike back. Ann Bachteler was aware of this the entire time. Eventually Benya was suspended for one day. Soon, David stopped registering complaints because no serious action against these individuals would be taken. David even had to endure lies being made up that he had fought with one of the truck drivers, causing the driver to want to assault David - a lie which an employee, Moses, later admitted. David Anobile worked diligently, never took a day off from work and was 15 minutes early for work every day. He took pride in his work as evidenced by his impeccable reviews and compliments from his supervisor, Sean Reardon and Vice President, John Schuler, who shook his hand and told him he was doing a great job. He received an award for Employee of the Month; showed up for work early; and rarely took days off. After those employees left Sears, he continued to be harassed by employees who followed the example of the others. David Anobile is a 40-year old man with who suffers from severe diabetes. He has worked hard all of his life and has perfect employment records, 11 years in Newberry's, had his own hot dog truck for 10 years, was a bonded security guard and worked in Sears for over 3 years. He is a Christian, active in his Church and a jazz drUmmer. Moses constantly attacked his faith and accused him of not being a Christian and would constantly test him with Bible scriptures in order for him to prove that he was a Christian. For months beginning in 2006 David was constantly harassed by Benya Paul. He complained to Ann Bachteler daily, who finally moved Benya Paul into another department. Every employee witnessed the abuse, some told him to ignore it, others told him to report it, yet others reported it to Ann Bachteler themselves since it was so upsetting to them. He also reported the abuse on countless occasions to Diana Cutrone and Steve Schimoller, who also told him to ignore it. It was never addressed properly. The abuse was constant and filthy. David was accused of sleeping with his mother, was told Benya Paul wanted to sleep with his sister and have a baby, he wore his dead father's clothes and that he was cheap. Finally, the last straw was Tuesday, March 20 when Benya Paul and Louis stomped on his diabetic toes. He went home crying. The next day when Benya Paul made an improper gesture to David during their break, David - for the first time in his career - imitated his tormenters. Unknown to him, the gesture he copied was supposedly seen by a female employee who saw the exchange between David and Benya and complained. Neither one of them knew she was watching from afar, they thought they were alone in the lunchroom. The next day David, and only David, was fired. He was not suspended for only one day as others. After suffering all this abuse HE was fired, not the abusers. The questions are how can someone be abused every day for over 3 years, with formal complaints and nothing ever have been done? How can a Human Resource representative not address physical, mental and verbal abuse over a 3-year period? Before instituting formal suit and filing a Complaint with the Department of Labor concerning this prolonged abuse, David Anobile is requesting: 1. He be allowed to resign. 2. He be allowed to use Sears as a reference, since he was an excellent employee. I know that you will address this in the proper fashion in order to protect the reputation of Sears and avoid my family having to explore further legal action. I thank you for your prompt attention to this matter. Sincerely, cc: Barbara King, Esq. Edward S. Lampert, Chairman โ€” Sears Holdings Corporation Sears โ€” National Human Resources Department The Office of Compliance and Ethics Chief Compliance & Ethics Officer
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2 comments
Guest

This seems to be the "new" sears, unfortunately.

All the abusers should be fired. I don't understand why they were not.

Guest

Is there a way to get Sears to read this? This is horrendous, cruel and illegal.

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