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Sears in Philadelphia, Pennsylvania - Horrendous Customer Service

We ordered over 3000$ worth of new appliances in May 2013 - Kenmore Elite Refrigerator, Microwave, Stove and Dishwasher. Our freezer stopped making ice in June 2014 (3 weeks after our warranty ended). I called the service center to see if they could make an exception or give us a significant discount on the repair since we were only 3 weeks out (not like 3 years!) I spoke with one representative who wanted to give me the part 10% off (same coupon you can find online) but didn't know anything about sending someone out to fix it. Then I asked to speak to a manager. They had "to call me back" and I never heard from anyone all evening. I called the next day, was given the same run around from a technician and then I was finally able to speak with a supervisor who said she could give me 20% off (another coupon you can find online) the repair which was going to cost $285. I was absolutely disgusted that the supervisor wasn't able to offer anything more than an online coupon code that anyone can find or use. They do not take care of their loyal or valued customers and I will never purchase an appliance from Sears again. On a side note, the service man who originally came out was helpful and so was the 2nd parts and service person I spoke with.
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Review
#501905 Review #501905 is a subjective opinion of poster.
Loss
$285

Sears in Iowa City, Iowa - Do Not Buy GE

I have a kitchen full of new GE appliances. We have replaced our microwave, range, fridge and dishwasher within the past year. The only item without a problem is the microwave. The range and fridge were delivered defective, cosmetic defects which the delivery team pointed out to us. GE "kindly" replaced the fridge doors and range top, no new appliances, though we thought we had purchased NEW items. The dishwasher has had five going on six service calls and GE customer service has grudgingly said they will send me a letter of commitment after service cal. Number six. They have refused to replace the unit. I am beyond angry as one rep, not the one who is assigned our case, told me if I were his customer, he would have replaced the unit long ago. I am ready to sue someone and the final straw is broken and GE has lost our business forever.
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Review
#501442 Review #501442 is a subjective opinion of poster.
Sears marketplace seller ivgStores is a total ripoff and Sears is not backing up my refund. Plus, Sears has blocked my ability to leave a negative review for this marketplace seller. It's also blocked my ability to review the product and try to warn other shoppers...
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Review
#501293 Review #501293 is a subjective opinion of poster.
Service
Sears Claim
Loss
$10
Tags
  • ivgStores
  • Decorative Window Film
  • Artscape
  • Wisteria WindowFilm

Poor customer Service - Sears Blue Service Crew

I want to advise you of our extreme displeasure with our recent interaction with Sears field and call center staff. My wife made an appointment to address our leaking fridge water filter. The technician was very rude, impatient regarding my wife's questions, and stormed out of the house without even leaving an estimate. My wife called to ask what she should do and was told nothing could be done except to schedule another appointment for the following week. She asked to speak to a supervisor and after some minutes of discussion, the supervisor hung up on her. She called again and spoke to someone else who also indicated that the only thing to do was schedule another appointment. My wife was very upset as the fridge had already been leaking for a week and she had been treated very poorly twice that day. I was so upset that I cancelled the follow-up appointment and the next day we bought a new fridge (specifically not made by Sears). Going ahead we will no longer buy Sears products and will not seek Sears services to repair the appliances that we have. We have never been treated so poorly by a supposed customer-friendly organization.
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Review
#501022 Review #501022 is a subjective opinion of poster.
Service
Sears Repair
I think this story is best told through my email correspondence with Sears Customer Service: September 17, 2013:Hi, I called and spoke with Jayson last evening when I saw that my order (which was planned to arrive at my home between Sept 12 - 17) was still...
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Review
#501020 Review #501020 is a subjective opinion of poster.
Service
Sears Claim
Loss
$56
About a week and a half ago, my Craftsman lawn tractor lost a bow-tie cotter pin. If you don't know what that is, it's a tiny piece of metal that holds pieces of the tractor together. I was mowing my lawn and one broke off somewhere. The cutting deck dropped on the...
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1 comment
Anonymous
#829846

So, I can't say the words "screw" and "you" together. I guess those asterisks at the end was this site's way of censoring me.

Wow.

The name of this site is "pissed consumer" and I can't express how pissed I am? Well, *** too.

Review
#500350 Review #500350 is a subjective opinion of poster.

My sears/citi master card was blocked but no one contacted me

Both walmart and target told me my credit card couldn't verified so i was unable to place my orders. Initially, i blamed on walmart but as target also had the same reaction, I thought something more was going on. I finalized my order with target using another credit card. It bothered me so I called the sears card 1 800 number. To my surprise, I was told they blocked my credit account because there were transaction with Fry's, JC Pennys, walmart, target, and SEARS (yes, Sears). They thought the transactions may be fraudulent. I appreciate their being watchful. I don't even mind the account being blocked. BUT they never told me they blocked the account!!! Luckily I was doing on line shopping when the blockage took place. If I were in a store, it would have been very distressful, embarrassing, and inconvenient for me (or anyone else in this situation). This is 100+ years old company, but they behaved as it they were the new kids on the block in a most *** way when it comes to customer service.
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#499755 Review #499755 is a subjective opinion of poster.

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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Review
#499451 Review #499451 is a subjective opinion of poster.
I purchased a Kenmore water heater back in spring of 2011. A few days ago, there was no more hot water. Following the status light troubleshooting chart from the use & care guide, and after someone (non-Sears certified technician) came and looked at the heater, it...
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2 comments
Anonymous
#940543

For the second through ninth year from the purchase date, you must pay the labor cost for installation of parts or water heater."

That statement means that you must pay labor for the free part..

"(b) Under a limited warranty that provides only for replacement of defective parts and no portion of labor charges

This statement wouldn't be valid for your argument, per the above statement its implied that the warranty part will only be given for free with a labor charge.

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Review
#499388 Review #499388 is a subjective opinion of poster.
Loss
$172

Sears.com stole my money

Update by user Jun 21, 2014

Today June 21, 2014 My refund finally came. It took contacting customer service every 3-5 days before I finally got one who issued the refund, which makes you wonder what the rest of them were even doing.

So advice to anyone having similar issue keep contacting customer service till you finally get someone to help you.

I am happy i finally got my money back, but also sure I will never shop at Sears.com again. It should never have taken this long.

Update by user Jun 21, 2014

Ok well finally Sears refunded me... Word of advice for anyone going thru something similar with Sears...

It took a month of me calling and online chatting with sears customer service every 3-5 days.

don't give up, and keep contacting them till you get someone who actually helps you...It took about 8 customer service people before i FINALLY got one who was helpful. Tho i am happy my issue was finally resolved, the hassle I had to go thru prety much makes me sure i will never shop at Sears.com again.

Original review posted by user Jun 18, 2014

On 5/15/2014 I oredered a computer processor from sears.com, the total came to $175.12 after tax. My credit card was billed within 5 minutes of placing the order. On 5/20/2014 a package arrived from Sears, and inside was a $15.00 Micro sd card reader. It took 2 calls to customer service before they finally emailed me a shipping label to return the product they had sent me. I was told by customer service that "Credit will be issued when our warehouse receives the merchandise". I got an email from UPS saying the product had been received by sears on 6/3/2014. 2 days went by and I hadn't heard anything. So i contacted customer service again. Was told 3-5 days and i should have my refund and was sent an email saying "Please be advised that credit will be issued within 5 business days from the time the warehouse receives the shipment. The tracking information shows that the warehouse received your shipment on 06/03/2014. Please contact us again if you do not receive a credit after 06/10/2014." On 6/11/2014 no refund had come so AGAIN I contacted customer service. They said yes we see that we did receive the item and you haven't been issued your refund yet. I will put this request in right now and you will receive a confirmation email. (an email i still havent gotten) And was told please wait 3-5 days, tho i have already waited 3-5 days, and LONGER. And again the 3-5 days are up today, and no refund is on my card. Nor have i heard a word from them.
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Review
#499048 Review #499048 is a subjective opinion of poster.
Loss
$175