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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

Sears - Sear's Auto Center in Asheville totally screwed me over

I am terribly disappointed by the service I received the last two times I visited the auto center of the Asheville, NC Sears. The first time, I showed up for a 4:00 pm appointment on a Sunday (for an oil change and tire rotation). When I got there, the employee told me that they were behind and it would take at least 2 hours to finish my oil change. When I asked about the tire rotation, he said oh that will add on at least another 45 minutes. He then told me that I could come in Monday morning and they would take care of it ASAP... well clearly I scheduled the appointment for Sunday because I work Mondays... I'm not sure if the delay because the mechanics are extremely slow or because they took to many other cars ahead of my reserved appointment time. All I know is that Jiffy Lube only needs 20 minutes to do the same thing. It ended up only taking them 45 minutes, so my guess is that the crew just wanted to get rid of me so they could leave early. Well, I chalked it up to a bad day and decided to go a second time... BIG MISTAKE. I scheduled a 2:00 pm Saturday appointment (earlier in the day in hopes they wouldn't try to run me off again). I got there and again they say it will take 1.5 to 2 hours. I said okay and left. 2 AND A HALF hours later, still no phone call, so I stopped back by. I see my car sitting there in the MALL parking lot ready to go and guess what THE DOORS ARE UNLOCKED!! I came in and they said "Oh we tried to call you but it didn't go though" Well, I'm not sure why because my service was just peachy the 2.5 hours before and what happened to TRYING AGAIN?? I asked how long it had been sitting there and was told about 45 minutes. I then said "oh really? because it's not locked" The employee said "oh..." no further comment.... so obviously they couldn't care less that my vehicle and its contents were left in a mall parking lot unprotected for almost an hour. Thanks a lot. The most disappointing part is that I purchased my tires from Sears for a pretty penny with the guarantee of free tire rotations for life. Unfortunately, my experience with them since then has been SO POOR that I would rather PAY for a tire rotation than come back. Again, thanks a ton Sears... Oh, last thing - I looked and looked for a way to complain privately via e-mail or online submission, but there wasn't one because obviously they don't care whether or not there customers are happy. So congrats Sears! - here is your very public online review. I will be posting it in as many places as possible, in hopes of costing you as much time, money and heartache as you have costed me.
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Review
#498482 Review #498482 is a subjective opinion of poster.
Loss
$1000

Sears Website Review

Wow. Bought a shed online and the process was horrendous. Their website does not help u to determine how many of each item you need. So I over and under bought. Anoyher trip to their Home Store. They could figure out how to return the product. Finally they figured out to use a store credit and then transfer that credit to the new purchase. What a disastrous management team. Just took all of 30 minutes to do a three minute transaction. All in all the experience with Sears was awful. I would never recommend anybody buying something from Sears.
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Review
#497748 Review #497748 is a subjective opinion of poster.
Product
Sears Website

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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Review
#497641 Review #497641 is a subjective opinion of poster.
Loss
$300

Sears in Escondido, California - Received 2 ovens that do not work and I cannot get the 2nd one removed!

On March 20, 2014 I purchased an oven from Sears for approx. $2,695. It was delivered on March 29th. The oven did not work. It gave me an error code. I called Sears more than 15 times! I was sent to India, China, Mexico, basically all over the world for 2 weeks! When Sears finally told me that they do not service Dacor. I finally told Sears to give me a refund. They convinced me that it was just that oven and they would replace it. I agreed. On May 4, 2014 a new oven was installed. You guessed it, it did not work! I started calling Sears on May 10th to request a refund. I have spoken with more than 8 representatives and have been on hold for more than 14 hours! Each one has promised me that the oven will be picked up within 24 to 48 hours. Each time the installer calls me (twice only) to schedule a date to install. I explain that it is not an install but an uninstall, he/she tells me that don't do that. I need to call Sears back! I really want to sue them but then I would have to pay attorney's fees! (I forgot to say that every time I ask for a manager I am told "I am a manager." Sears has a lot of managers.
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Review
#497218 Review #497218 is a subjective opinion of poster.
Loss
$2695

Searsoutlet.com Order# 6024538718

Thank you for the refund, but I'm afraid that my experience from yesterday requires more compensation First of all, I'm simply dismayed at the lack of customer service that sears provides. I spent over 6 hrs on the phone yesterday, trying to track down my refridgerator, much to a loss. I ordered my refrigerator on line, from the sears outlet.com, Wheaton MD store selection. It's the closest to my home, and should have provided the easiest delivery. The store manager, Derrick?, call me soon after, confirming my purchase and to offer me and extended warranty. He said that there was plenty in stock, and even that my confirmation email gave me a delivery date of June 11th, I should get it by Friday. June 11th would be the latest date for delivery. On Friday, I hadn't heard anything new, so I called the sears outlet Wheaton store and asked about my delivery. They said they had no information, but provided me with a phone number (1-800-341-2517) to their delivery service to get a better estimate. I called the delivery service and they said that they did not plan to deliver it soon, but they would call me the night before to confirm. The delivery service promised me I would receive it by the 11th as my confirmation email reflected. I called Monday 6/9 and Tuesday 6/10 to the delivery service to see if that they had any news. Nothing. On Wednesday, 6/11, the last day that the confirmation email, sears store manager, and the delivery service promised me delivery, I called again to the delivery service around 10 am. The woman that answered stated that they had no plans to deliver my refrigerator, that there was something called an audit pending on my account, which means that my credit card payment had not gone thru. I was shocked and explained to her that the charged cleared my bank on June 3rd. (As expected). She they told me that there was nothing she could do for me, so I could talk to finance. I agree to talk to her finance person. After talking to the finance person, she explained that the 'pending statement on my ticket in the sears system did not mean credit card pending, that the payment went thru fine. It has something to do with this 'audit' that was flag on my sears ticket for some sort of security. She told me that she cleared up this mis-information in the system, and she was going to transfer me to their warehouse to find if my refrigerator was still there. She told me that this would be quicker then going back to the person that answered the phone for delivery. I then spoke to the person in the warehouse, who doesn't deal with customers and had NO IDEA WHAT I WAS TALKING ABOUT. He than asked me if this was an on line order, which I said yes to, so he transferred me to the 800- sears.com number. At this point, it's 11:30. I patiently waited for another 20 mins until I could speak to a manager, who informed me that this was sears.com and not searsoutlet.com and she couldn't help me. As my head was about to explode, she told me that if I was upset over this mix up, I should call customer solutions for sears and then hung up. I decided to call the Wheaton MD store again and see if the store manager was there to deal with this mix up first. I was informed that he was not in but I could speak to the person in the Wheaton stores warehouse. I believe his name was Darryl, and he tried to tell me that he had no idea about the delivery and that because there was no delivery date given to him, he had no reason to deliver my order. This is the peak of bad service. If the person in the warehouse has an order for a refrigerator and no delivery date, so it just sit there, how is anyone supposed to get their order? He told me that he would have it delivered tomorrow and sent an email to follow up. He called me shortly there after and told me there was a problem with my credit card, and my payment was still pending so the fridge would not be delivered, and I could call the delivery company and get it cleared up. Essentially, back to square one since this is exactly what I just did!! At this point, I am so very upset. It is 1 pm, and I've been on the phone for 3 hours.I looked up the number on line and called customer solutions, which is what the sears.com women suggested. I spoke to a man named Tom. Tom seemed sympathetic to my situation after I explained things to him, and told me he would call the Wheaton store and delivery service and get to the bottom of it. I waited on hold for about 30 mins as he made his phone calls and he came back on the line and told me there was a problem with my credit card, and he transferred me to sears home delivery service. The woman there could do nothing since I'm a sears outlet customer so she told me she would transfer me back to Tom. I guess Tom was unavailable again, so I spoke to a woman whose name I can't remember. I re-explained everything to her and she told me she had to make a few phone calls and she's be right back. I waited for 40 mins on hold and was hung up on. It's now 2:30 and I've been on the phone with one sears person or the other for the last 5 1/2 hours and I'm fuming. The man from the warehouse in Wheaton sent me an email to confirm that there was a problem and had attached the number to searsoutlet.com. I decided to give it another shot and called that number. FINALLY, a wonderful person came on the phone named Wilma. And since at this point, I've talked to EVERYONE ELSE THAT WORKS AT SEARS lol, Wilma is the only *** person across this great nation that works for sears that KNOWS ANYTHING. She saw my 'pending' audit status and knew exactly what that was and how to fix it. She assured me that she knew nothing was wrong with the payment and that she could fix this for me and make sure my fridge was delivered tomorrow. She DID NOT PUT ME ON HOLD, but took my number, called me back promptly and fixed the problem. I am appalled at the bad service. I just spend nearly 2,000 for a appliance, had to take a day off from work, and spent over 6 hours on the phone! It is not the customer's job to find their appliance in the warehouse, to lift an internal audit note in the internal sears ticket system or to have to fix a missing delivery date in the warehouse, when a delivery date was provided to me, the customer. I demand that someone takes a look at this case and does more to compensate. NO ONE should have to go thru this, especially not a paying customer.
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1 comment
MattD78
#827330

So what refund are you talking about? Because if the order was just completely refunded after being cancelled then no sorry you shouldn't look for anything more than 100% that is ridiculous.

Was the delivery refunded? A portion of the refrigerator?

And if they aren't willing to compensate further are you going to have them take the fridge back? That's certainly cutting off your nose to spite your face.

Review
#496751 Review #496751 is a subjective opinion of poster.
Service
Sears Delivery Service

Awful Customer Service Review

Sears sucks. Plain and simple. They just don't care at all. The customer service is awful and they waste peoples time. I ended up canceling my order after a week of waiting and 7 calls later. They continued to blow me off and screw me over. I am done.
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Review
#496657 Review #496657 is a subjective opinion of poster.

Sears in New Cumberland, West Virginia - Horrible products and customer service

I bought a lawn mower from Sears online. My order date was June 18, 2013. Delivery date was set for June 25, 2013. I spent the day waiting at home and at last my mower was delivered...only for the delivery man to tell me he could not get it to start and that he would have to leave the mower siting in my garage so they could exchange it when they brought me a new one. He also explained that he filled the tank with my gas so it would have to be siphoned when they did the exchange. So I was left with a lawn mower sitting in the middle of my garage for a week. I could not use my garage for parking my car in it because I had a lawn mower that would not start sitting in it. I would not have the security of coming home and pulling straight in my garage and putting the door down before getting out of my car. I also had to pay to have someone cut my grass. I called into Sears with my complaints to only be hung up on by their customer service and then I got a major run around when I called back in and demanded to speak with a manager. I finally was connected to a manager named Melissa. She was very nice and seemed very concerned. She appologized and told me she would credit my credit card $150 for all the hassel I had gone through and for having to pay to have my grass mowed. I thought I was pleased and was ok to go through with receiving my new mower a week later....little did I know she was no better then the employees that hung up on me and gave me a rough time about my complaint. My account was NEVER credited anything!! Now I am here less then a year later sitting here looking at my grass that needs mowed but when I went out to mow it I found that my mower that has been used maybe a total of 3 months will not go in reverse for me to even get it out of the shed to mow with. Never in my life have I ever regretted a purchase more then I regret buying my riding mower with Sears. I do have the 3 year in home replacement warrenty but a technician can't come to my house for another 5 days. So again im going to be left paying someone to mow my grass until they can get out here to even look at my mower. I wish I would have given my business to a company that would stand behind their word and their product. With Sears its been nothing but hassels, lies, and *** products!! I would not recommend them to anyone and will be contacting the better business bureau to make sure they know how bad my service has been with Sears!
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Review
#496327 Review #496327 is a subjective opinion of poster.
Loss
$2000

Sears in Houston, Texas - Installation issues and customer service incompetance

Installed a microwave without attaching to outside vent. exhaust now blows back into the house. When used, trash blows onto the food. Have unplugged to prevent using. Installers have promise to come fixed but never show up or call. Going on a week and when we get them on the phone they keep moving the date out. We called to return the refrigerator, stove, microwave, and dish washer due to this dissatisfaction. The run around we have gotten between installer and return personnel is outrageous. Installs lie and say they have called and no one answered although they didn't leave a message. We didn't have any such calls.
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Review
#495943 Review #495943 is a subjective opinion of poster.
Service
Sears Installation