Company responded
Anonymous
map-marker Columbus, Ohio

Outsourced and botched washer installation

Sears outsourced the installation of our new Kenmore Elite 5.0 cu lt washing machine to a third party to deliver and install. Upon installation, I noticed they skipped a key step to ensure the elbow bracket was installed which would prevent flooding (or so the large yellow installation poster insisted). I demanded they re-installed and after 10 phone calls and threat of return, Sears sent out the same transportation company to re-install the machine. Following the reinstall, we did a load of laundry and left for vacation to come home to a flooded basement, ruined upstairs laundry room and dining room. It was never properly installed. WE have upwards of $30K in water damage and a week later, I have not yet received a call from Sears to apologize for the damage, for hiring untrained installers or for the inconvenience of it all. SearsCares - I think it should be restated as Sears Scares. It's day 9 and we still haven't received an apology.
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Loss:
$30000
1 comment
David Rde
Sears Response

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry that your new washer flooded your home after the unit was installed. We understand how disappointing and discouraging this situation has to be for you. We’d like the opportunity to look into this matter more, and ensure that everything is being done on your behalf to get this issue corrected in a timely manner. Please send the following information – contact #, screen name (Anonymous440980), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Company responded
Aaria Eyp
map-marker Peachtree City, Georgia

Would not connect icemaker

My refrigeratorc was purchased in April and delivered a few weeks later in May. A nice GE with freezer on the bottom as well as an ice maker. After an extravaganza of fruitless inquiries over their customer service phone line, conversations with the installation dept and 3 visits out to my home they supposedly couldn't problem solve hooking up the ice maker. The copper piping was already hooked up to the house water line. It just needed to be attached to the fridge. Come mid July I hired someone else to come do it. Took him about 15 minutes. Sears and I have formally parted company. I will no longer purchase my major appliances from them or depend on them for any service. They have no integrity.I am also filing a major complaint with the BBB.
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1 comment
David Rde
Sears Response

pkatia101, we thank you for bringing this matter to our attention. I am sorry our repair service let you down regarding the water line hook up for your ice maker. We understand your frustration in this situation and would be more than happy to speak to you further. Please send the following information – contact #, screen name (pkatia101), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Dianne D.

MySears Community Moderator

Sears Social Media Support

Company responded
Giannina Lkz
map-marker Castleton, Vermont

Need one of your jets to fly tecnician in

I have an ongoing issue with a riding lawnmower I bought from sears. Since the end of April a technician has been here 3 times to fix it, he was here yesterday and could not resolve the issue because another issue came up and could not get it started. I have paid someone $75.00 7 times and will again this week to a cost of $600.00 total I am paying someone else to do my lawn when I paid lots of money for this lawn mower. $500.00's more I can go get another new one. There is one service man that covers Vermont and he lives on the Canadian border which is a 3 1/2 hr. trip to my house in central Vermont. There is another service man that lives in Manchester, New Hampshire that covers southern Vt. It seems you need to hire more service tecs. for this vast area for the people that need your services! I am getting a mere $50.00 sears gift card for my troubles. I have been HOURS!!!!! on the phone with agents to try to resolve this issue. One call I was on the phone 3&1/2 hrs. alone and several times I have been put on hold for 20 min. and then I get disconnected. Barbara, agent #923938 told me I could blame her if things went wrong again but they cannot let me speak with her because I do not have her ext. #. Flying a tec. in is a little over the top but I am about to take my business to tractor supply. I have spent thousands of $$$$ over the years as a sears customer and do not feel appreciated. I am going further into debt with this issue and it all began with the packaging issue when the part # was right on the packaging but the part # on the belt was not the right #. Someone put the wrong part in the right package. Look up research reference #229855 and my lawn mower still does not work!!!! Please!!!! Please!!!!!! Please!!!!!!! Someone get back to me on this issue. My phone # is 802-273-****. My next step is the better business bureau to see if they can find anything wrong with this picture or even the local rutland hereald, I am sure I am not the only one to have a lawn mower from sear in this community that breaks down and has to wait fir this one tec. from Derby, Vt. boarding Canada to fix their mower. I have been MORE than patient with this. Please someone get back to me. Thank You, Debra Regimbald
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Loss:
$600
2 comments
David Rde
Sears Response

Dear debbiesriding,

I've just realized that you've included your contact information in your previous post. I'll forward your contact information over to our case management team and ask that a dedicated case manager call within the next 24 hours. In the future, it is important that you refrain from posting your personal contact information onto a public forum post. This is for your own security. We thank you for your patience and look forward to speaking with you soon.

Thanks,

Susan R.

Social Media Moderator

Sears Social Media Support

David Rde
Sears Response

Dear debbiesriding,

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle your issues from start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apologies for the numerous issues with your lawn tractor. We certainly understand how frustrating and disappointing it is that the technicians that have worked on your lawn tractor have not been able to repair it. In addition, we are sorry that you were kept on hold for a long period of time and then disconnected without the agent calling you back. We would like you to know that we value your business very much and would like to speak with you concerning these issues and go over the options we have to turn this into a positive experience. If you will allow us, we would like to connect you with a personal case manager who can assist you with this issue and any other situation you may have with Sears. At your convenience, please send the following information – contact #, screen name (debbiesriding), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Company responded
Shea Xan
map-marker Lehighton, Pennsylvania

Kenmore-Sears Outdoor Propane Gas Grill Fire Box Rusts out in 2 yrs!!!!!

We purchased a Propane Grill for almost $500 two seasons ago. We have kept it covered in winter. Opened it up to clean and use this yr and the Fire Box bottom fell out in chunks. Went thru the proper channels at Sears..had repair person out...HE AGREED, THIS SHOULD NOT HAVE HAPPENED AND WOULD NOT BE COVERED BY EXTENDED COVERAGE.. vents channel any rain into firebox..DON'T BUY SEARS GRILLS...LOOK HOW THE LID DOES NOT COVER THE VENTING...ALL RAIN, DEW, AND MOISTURE GOES INTO FIREBOX. I thought Kenmore would stand behind their name as a manufacturer. Rudely treated by second level person..LIZ...I did not lie about anything, AND even had repair man talk to level 1 JOHN(very nice)from my deck where the grill sits....LIZ lied about taking my case to a "review board"...called back in 10 minutes with no as answer, THERE IS NO REVIEW BOARD. She will not give me name of her superior.... I asked for 50% credit as a grill should get at least 5 years. I cannot replace a grill for $150 offer as a "gift card for Sears".... after weeks of phone calls, repair person, and being treated rudely...I should have asked for 100% refund.....ADVICE TO ALL DEALING WITH SEARS....START OFF ASKING FOR FULL REFUND, THEY WILL TREAT YOU LIKE YOU MEAN NOTHING---I GUESS BECAUSE THERE NAME MEANS NOTHING ANYMORE!! By the way, I am not a kid...been married 40 yrs and have had several grills....so I know what I am talking about!!!
View full review
Loss:
$477
4 comments
Guest

I just went through the same issue... Ours almost caught our deck on fire and thank god we got it out or the tank could have exploded!!!! I will never buy a Sears product again as they do not stand by their product!

David Rde
Sears Response

cdoshin,

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your grill. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to look into this further. At your convenience please send the following information – contact #, screen name (cdoshin), phone # used at time of purchase to smadvisor@searshc.com. It would be our pleasure speaking to you.

Thank you,

Dianne D.

Social Media Moderator

Sears Social Media Support

Shea Xan
reply icon Replying to comment of Sears Response

I am trying to reply by your email address and does not connect.Also am trying to reply on this site and not sure it is going thru. If it is please post another site or way to contact you. This does not allow for me to put my direct email into the reply....cdoshin@***.net.

Shea Xan
reply icon Replying to comment of Sears Response

OK this time it did....please contact me directly

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Company responded
Tyrie Vml
map-marker Sammamish, Washington

Sears Master Protect Agreement - Never Buy It!!!

I am an EXTREMELY UNHAPPY customer living a HORRIBLE SERVICE SITUATION – that sadly continues on... Our problems began on 1/30/2013. I came downstairs that morning and our frig that we have had for only a few years had stopped working sometime in the night. All food was spoiled. My husband called the service number and we were given an appointment date on 2/6/2013 – A GUARANTEED ONE WEEK OF NO WORKING FRIG. The service technician arrived, made an assessment and then insisted on ordering the part as an emergency – which we appreciated. He was rescheduled to come back to our home on 2/13/2013 – ANOTHER WEEK OF NO WORKING FRIG. But, he also said that if the part arrived sooner than that, call in and he could come earlier. We did call in, and no, they were not able to have him come earlier – clearly there isn’t a policy for moving waiting customers forward in the ***. So, on 2/13/2013 – the second technician arrived. He installed the part, but then made the assessment that a second part was needed to fix the frig because it still didn’t work. He ordered that second part while still in our home. It also was ordered as an emergency, with our next service date scheduled for 2/18/2013. On 2/17/2013 – my husband received an automated call with a message to call Sears. Our service appointment had been cancelled because the part had not arrived. Our next service date was scheduled for 2/22/2013. – NOW WE ARE OVER 3 WEEKS WITHOUT A WORKING FRIG. And again, he received an automated call on 2/21/2013 that the part had still not arrived, so our service appointment was cancelled again. By this time, our family of 5 had had it. I took my three children out of town just so we could have a working frig. With all the service appointments scheduled, we expected to come home to a working frig. However, that was not to be. We have now been talking with the Sears Repair Active Solutions group. Unfortunately, their record keeping is not good. We have talked with Robert, Jeremy and Hortense – none of which knew our story or had the correct dates and actions in their records, so we have had to enlighten them each time. When I have asked to escalate the call, each one told us that they were the ones who make the decisions and wouldn’t transfer us to a higher decision making authority – stonewalling us each time. I believe their department is a black hole with no way of escalating. On 2/22/2013, that group suggested that we rent a refrigerator and that they will reimburse us for the cost while our refrigerator is not working. First of all, why didn’t they mention that a lot earlier. And second, our local rental companies only rent month to month. Since we are already approaching 4 weeks with this service issue, I am optimistic that this refrigerator situation will be resolved within the next month, so I’ll be stuck with part of the rental bill. And third, the rental company can’t deliver anything to us until the middle of next week, so what’s the point? We also have $250 food spoilage coverage. Great. However, we don’t receive that money until the frig is fixed. And what about the groceries that I cannot buy right now and the added expense of eating out or shopping daily since we can’t save anything? $250 doesn’t make a dent into our food elevated bill these last several weeks. And then there is the fact that we have been told by two of the service reps – Robert and Jeremy - that GE has reported that they don’t have the part needed and it is back ordered indefinitely. If that is true, why on earth is Sears forcing us to endure this pain? They could instead simply move ahead with the replacement frig and we done with us. I am a very patient person – I teach middle school - but I have reached my breaking point. I am done being patient. I am no longer giving Sears the benefit of the doubt. I have come to realize that sadly there is no one easily contactable who has any power to deal with our situation – which at this point is simply getting a replacement frig. So, while we continue to be stonewalled and will have to endure this process to get the replacement in the end, we have contacted our attorney. My husband is a social media expert at Microsoft and will be doing damage to Sears’ reputation. This is what this service process has reduced us to – which in the end is simply telling the truth about our bad experience. Sears has lost us as a future customer as well as the many, many others that my husband and I will reach. Sincerely, Stephanie Beares
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Loss:
$2400
3 comments
Guest

A fascinating story, and I am looking forward to hearing more. I have had my own problems with Sears appliance and auto products in the past, but nothing as tough as this.

Your tale would be absolutely perfect except for the opening: "... I came downstairs that morning and our frig that we have had for only a few years had stopped working sometime in the night. All food was spoiled...".

The only way your food could spoil that quickly was if you left the fridge door open in maybe 90 degree weather. Not likely -- and food keeps much longer than a few hours in a closed fridge. But, no doubt the end result for you was total food spoilage.

Storm veterans would have gone to find ice asap and preserve the good stuff, that would be easy to do for a few days. But long term, your story is startling -- how could it take so long for you to get help from the seller?

I think that appliance failure on this scale calls for immediate personal action. As your story shows, we cannot depend upon the sellers of our appliances to act for us in the short term, regardless of their policies and guarantees.

Your action is much appreciated.

David Rde
Sears Response

Stephanie Beares,

Hi, my name is Brian and I'm with the Sears Cares Team. I was able to locate your post regarding your recent experience with your refrigerator repair. I'm sorry that you've had to go so long without one and I can understand why you would be upset with us being that it's taken much longer than even we would expect to complete the repair. We'd like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. Our team represents our customer service at the executive level and I'm confident we can make things right. Please send the following information – contact #, screen name (stephkbb), and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we look forward to speaking with you.

Brian H.

Social Media Moderator

Sears Social Media Support

Tyrie Vml
reply icon Replying to comment of Sears Response

Thanks for your email – better late than never, I guess.

Well, Brian, to begin with my husband and I are feeling very battered and bruised by Sears at the moment, yet we keep coming back fighting for what is right. I have serious doubts about the sincerity of the name “Sears Cares Team” – it actually angers me every time I hear it. Long story short - we are now at 29 days without a refrigerator and haven’t seen one shred of proof that “Sears Cares” about their customers in any way. I also have serious doubts that I will ever hear back from you. Sears customer service appears to be a black hole. After countless frustrating phone calls to Sears about our refrigerator we actually have to rehash our story each time since it appears that there is no one record of our service order. It’s insane.

Regardless, as I mentioned we are now at day 29 of no refrigeration in our home. We called Sears on 1/30/2013 to report this problem. We have a Master Protection Agreement (again, ridiculous name for a worthless service) and there is real no end in sight to this problem. At this point my husband just got off the phone with Daniel, one of your teammates at “Sears Cares” who is supposed to be appealing our case to his manager to get us a replacement refrigerator. It should be an easy decision. At this point I am quite educated on your 21 days for parts/28 days for service order policy. Heck, I even have it in writing from one of the Sears Customer Service reps. We clearly qualify from several different angles, yet sadly we are both anticipating more pushback from your company.

Brian, if you can help us out by moving this along to replacement that would be wonderful. After 29 days, repair is not an option anymore. I’ve never met you, but sadly I already have very low expectations about any influence you may have on our situation. It is amazing how many Sears reps I have talked to that tell me that they have the authority to make the decision, yet in the next breath say that if they side with us, the decision for replacement will be rejected.

That’s it – I’m discouraged, angry and tired of all of this. If you have any magic that you can work – go for it, but I won’t be holding my breath.

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Company responded
Renato Txo

Sears has the worst customer and delivery service!

We purchased a refrigerator recently from Sears.com since the fridge wasn't in stock at our local store and our delivery has been rescheduled twice, meaning I have missed two days of work and still don't have a fridge despite having delivery confirmation the night before and the morning of both delivery dates! When calling customer service all I got was the fridge never made it to the warehouse in time to be delivered as the reason for the delivery being rescheduled. How can you give a delivery confirmation if your product isn't in hand to be loaded on a delivery truck? I was very understanding the first time, but after the second reschedule I called customer service again and wanted answers in which the representative would only state the new delivery date and time. When asking for a supervisor the customer service representative said "let me contact the warehouse and get more details on your delivery" to only give me the same run around (the new delivery date and time) after being on hold for ~20 minutes. When asking for the supervisor again I am offered a 10% discount on my next purchase (like I am going to purchase anything from this business again). When asking for a supervisor again, the representative states my rescheduled delivery date and a time of 8AM-9PM not allowing me to speak to a supervisor. When asking for a free Saturday delivery so I don't have to miss a third day of work, I was told that was not an option even though Saturday delivery is an option to choose when setting up a delivery online (for a fee) at the time of purchase. When asking for a supervisor again I am given the rescheduled delivery date and time. It's like she was a recording repeating the same sentence over and over again. I basically gave up after being on the phone for over an hour! If my third scheduled delivery is rescheduled I will cancel my order and go elsewhere. There is a reason this company is amongst nine other companies with the worst customer service! It is doubtful Sears will be in business much longer with this type of service.
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5 comments
Guest

On Dec 18th, I received a call saying it was a little delayed with an "expected" shipping date of Dec 29th. No word going into the 3rd day of January

Guest

The saleswoman "guaranteed" delivery no later than Dec 18th and today is January 3rd. I needed it prior to Xmas and that was the initial point of the purchase

Guest

Still waiting on my fridge also - closing in on 30 days now and no word from Sears

Guest

Totally agree, Sears has the worse deliver service. that's why they are not doing their business well !

David Rde
Sears Response

Ddbfrederick,

I saw your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. We are truly sorry for the troubles you have experienced with the delivery of your refrigerator. We can see how frustrating it is to order a refrigerator and having delivery rescheduled three times. Even more, we can see how irritating it is to receive the level of customer service when you contact us for support. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the refrigerator is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (ddbfrederick) in the email for reference to your issue. Again, we’re sorry for the inconvenience we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

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Anonymous

Bullying rude managers and associates, worst place to work

beware of sears...sears has this 'anti-bullying' program going on, however, let me explain, all sears does is PROMOTE bullying. their managers are children who bully good associates for fun, and the males do this to women who are nice and kind who they can get away with it to.

the Male managers that work in the call centers are bullies pigs and psychos who get off on mistreating good associates, while rewarding loud obnoxious jerks and losers. the sears call center is the worst place to work. they hire only losers and weird *** people, who are fat ugly and dumb and rude to work there, and people who are good associates, they treat like criminals for no reason. the managers literally bully traumatize, abuse and terrorize good employees...the male managers will bully abuse and terrorize female employees.

People need to know what an unethical corrupt and dishonest terrible company this is and all the losers working within the company.

sears doesn't reward honest good hard working associates at all. it gives them NO recognition. it will however, reward, some dumb *** who works there who does nothing important, but they don't reward IMPORTANT things.

instead of rewarding good associates, they harass and bully them for fun while they seem to get off on it. They treat honest good and decent people with disrespect rudeness and abuse. These are the horrible call centers run by lunatics losers and jerks. they enjoy rewarding idiots for nothing while literally terrorizing good associates.

Also sears hires idiots and losers and allows bad customer service and could care less. in fact, the managers are the ones who provide the WORST customer service possible, give no leeway to customers and mistreat them the most. they in fact get mad at associates who want to provide good customer service to customers. the managers are rude abrupt and abusive towards customers and towards GOOD associates only.

Bad associates who are loud obnoxious *** ignorant mean are rewarded and praised and given accolades.

sears is a *** place to work for and the managers are bullies arrogant *** they also injure employees for fun and I hear the males are sleeping with all the slutty women that work there. sears is *** on earth beware of this place.

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1 comment
Guest

sears believes strongly in anti-bullying yet their call centers and places are full of managers rude people who bully good workers and harass and literally terrorize them for fun. Also the managers are sleeping with the women there...its a disgusting unethical place with filthy low life degenerates there....they are the most arrogant disturbing people to exist.

Also, there are so many loud rude dumb people working there and nothing is done about this, but the managers enjoy harassing nice people and good people who do nothing wrong and treat them as if they've committed a crime or did something bad. ie, they take a minor thing that's not even an issue turn it into something huge and then interrogate criminal style and mistreat a good associate for no reason, while allowing all the thugs losers low lifes and criminals there to do anything they want, yell scream cause problems anything.

Company responded
Anonymous
map-marker Edina, Minnesota

Sears Dryer gas leak

We purchased a gas dryer from Sears in May 2013. In August 2013 we smelled gas in our home so contacted our utility. They sent out a technician who said the gas leak was caused by the dryer. I had purchased the protection plan so I contacted Sears repair service and was told it would take 3 weeks before they could send someone to make the repair. Needless to say I'm hugely disappointed in Sears and their service. Wish I had never purchased form them or had paid extra for the service plan. Clearly, this is how they make their money - they charge a lot telling you how much the plan covers, but given that it will take 3 weeks, most people (like me)probably can't wait that long before doing laundry and not sure I can make three trips to a laundromat over the 3 weeks I need to wait for service repair.
View full review
Loss:
$1000
2 comments
David Rde
Sears Response

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear that your gas dryer has failed you, and the earliest repair appointment date is over 3 weeks out. We understand how inconvenient it is for you to have to make multiple trips from your home to do laundry, and we’d like to discuss how we can help with this situation until your repair is completed. Please send the following information – contact #, screen name (Anonymous 440784), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Guest
reply icon Replying to comment of Sears Response

the worst customer service for ever, that's why fortunately you are closing. avoid of this jerk company.

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Company responded
Andrew G Lrh
map-marker Milwaukee, Wisconsin

Failure to Clean Ducts and Left House a Nasty Mess

Sears - Failure to Clean Ducts and Left House a Nasty Mess

My girlfriend moved in and was having issues with allergies. Knowing my ducts were very dirty, we called Sears to clean our ducts. They came out, I was present when they arrived and they explained how the system worked. They started to set up, and I had to return to work so my girlfriend stayed while they did the job.

Before I left, they covered the main walkway in the living room, the TV in the living room and tv in the main bedroom. They completed the work and my girlfriend paid them. After they left, my girlfriend called to say that they left, but the house was very dusty. When I came home, I found that the house was COVERED in nasty tobacco smelling filth (the former owner was a heavy smoker). EVERYTHING in the house was covered and the air was filled with this nasty dust that used to be in the ducts.

Worse then the mess that they left, I used a borrowed duct camera to view inside the ducts. I found that the ducts had INCHES of dust and filth in them still. Some of the return vents I could stick my hand in and grab baseball and softball sized clumps of nasty smelly brown dust clump. The stuff that was previously settled in the ducts was now all over my house and the ducts STILL were full of it.

Everything in the house except the two TV's had to be cleaned thoroughly. My girlfriends skin was terrible from all the dust now floating in the house because of her allergies. Worse, they took my $150 for cleaning the ducts and DID NOT CLEAN THE DUCTS! According to my girlfriend, the sears team was more about speed then doing a good job. She said they raced from one duct to the next. They could not have checked on their work because some ducts you could look inside of them without a camera and see inches of dirt/debris/dust with the naked eye.

Supposedly the person leading the crew was the manager for all of WI. He said he was training the team. He did a horrible job of training because the job was not completed properly and they made a mess of my house. In addition, they scratched my toilet seat when cleaning the duct above it, and broke my doorbell.

I called customer service who offered to send them out again. I told them I do not want someone to come out just to make a mess of my house again, I wanted a full refund! The supervisor told the customer service person that they covered everything in the house (which they did not) and that the dust was caused by a kitchen renovation. Our kitchen is NOT being renovated, we told the guy that we were going to renovate it in the future!

I offered to send the customer service person pictures of the dirty ducts, the filth that was covering the entire house, and a video of the duct camera showing the dirty ducts that were not cleaned. She said she'd like them, but then did not give me instructions on where to send them.

The customer service person said she was submitting our claim to their "upper management" to approve a refund. It has been weeks and we have not heard from them. I have followed up multiple times but I always get the run around and was told repeatedly that it was submitted for approval but couldn't tell me when we would know. They never gave me a refund, nor have they contacted me again.

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4 comments
Guest

Sears does not have good service. I will never call them again for any home issues such as the one you have just described.

Your experience sounds pretty typical of Sears to me.

Sorry you had to go through that. I believe they contract all of their services out to other companies.

Guest

does not surprise me when you said Sears we had them install a heater and air conditioner system that never worked properly the wiring was badly done and an electrician discovered that my house would have burned down if the wiring was not replaced sears uses sub-contractors that do not respond to your complaints and when you call sears, they refer you back to them completely lousy service stay away from Sears!

Andrew G Lrh

Since I posted this complaint, Sears has agreed to give me a refund on the duct cleaning and return to clean the ducts again. Due to the mess left last time, I declined the return trip to my house but I took the offer for a refund. It has been 4 weeks since they began "processing" the refund, and I have yet to actually see the money.

David Rde
Sears Response

Dear Coldwake81:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle situations start to finish with one dedicated case manager. I found your post here and want to offer our sincere apologies for the manner in which your ducts were cleaned by our team. This is certainly not the manner in which you deserve to be treated or the manner in which Sears has long been known to treat our customers. We can understand your frustration with having such a mess when they were there to clean out your ducts and leave your home free of dust and debris. We value your business very much and want to make sure that everything that can be done to help you is being done.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the duct cleaning was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Coldwake81) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Company responded
loraine L Fdq
map-marker Michigan Center, Michigan

SEARS DOES NOT STAND BEHIND THEIR SUPPLIERS or THEIR PRODUCT

WE PURCHASED A RIDING LAWNMOWER. 21 hp, 42" MOWER ELECTRIC START 6 SPEED. Briggs ENG. 33197*-085-E1. oUR RIDER BLEW A ROD. We live in Michigan so it is in the garage half the year. Our property is less than a .25 Acres. We have less than 200 hours on this rider and it looks brand new. WE PURCHASE IT 4/2007. Sears will not do anything due to us not purchasing the extended warranty. Sears doesn't not have a complaint line. They suggested that we contact they supplier of the Engine and see what they have to say or they will give us $100 off a new rider. Why would I PAY $1600 FOR another LAWN MOWER if the first one is a piece of crap.
View full review
Loss:
$800
1 comment
David Rde
Sears Response

Dear lobo297,

We are sorry that a part in your tractor engine has failed. As you mentioned in your post, the manufacturer of the engine may carry a warranty on the engine parts for a certain amount of time. Sears carries a 1 - 2 year warranty on most tractor's so you'd have to purchase an extended warranty for us to cover this type of defect. The information you were given about us giving a discount on a new tractor was correct. We'd be more than happy to speak with you further about this issue and offer the assistance of a personal case manager to help with this situation. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name used to post here (lobo297), for reference your issue. Please send the email to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Company responded
Anonymous

Poor customer service.

I wanted a specific brand of garbage disposal installed and it was available on the website. I went in to the store to be sure that I could combine the two. I was told that I could, but the assist would need help. Another assistant was helping another couple either a dehumidifier. He explained to them that the piece of sears equipment that they were replacing was not as well made now. They should expect the new piece to last less than 1 years and the guarantee would last 1 year. They should buy an additional warranty. I should have left at at time, but stayed hopeful. They completed my sale by adding a $45 service charge for a builders permit which I didn't need. When in came time for installation, the local hire did not show up. I spoke with a store manager who told me the number was busy, so I should keep trying to contact the installer myself. When I did reach him, he informed me that no builders permit was required and he had asked Sears to correct the bill and they refused. When the installer came, he was unfamiliar with the brand, and left me with the product, no installation or explanation! I went back to the store and the best the manager could offer was to try to return the equipment and hope the supplier would refund the money which Sears is still holding.
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1 comment
David Rde
Sears Response

Anonymous431558, my name is Liz and I’m part of the Sears Social Media Support Team. It sounds as if we have let you down on just about every level of customer service and would like to offer our assistance. We are truly sorry for the disappointing experience you have encountered with installation of your garbage disposal. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. Please send the following information – contact #, screen name (Anonymous431558), phone # used at time of purchase to smadvisor@searshc.com. Again, we’re sorry for any inconvenience we have caused you and we look forward to speaking to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Renetta Wut
map-marker Seminole, Florida

Never again

I purchased a refrigerator from Sears and had it delivered. Three days after delivery the unit broke down. That's just the beginning of my whole nightmare experience with Sears. It took them ten days to send a repairman just for him to tell me I need to exchange my fridge. So I went back to the store to do just that. As I spent a good almost 2 hours at the store, I went thru three reps. The first one seemed to be the manager or supervisor, cut me off in the middle of my story about how my fridge broke down only three days after delivery. She called for the same salesman who sold me the fridge to deal with me. This when I got really ticked off as if I wasn't ticked enough. This guy (Ryan from Seminole Sears outlet) was very rude. Acted like he didn't wanna talk to me nor he had time to talk to me. (was the friendliest person when he was making the sale two weeks ago tho). Had his chest poked out the whole time like he was trying to intimidate a woman in front of her four children as if it was my fault he sold me a bad unit. Anyways, I did wind out picking out a new one but not with his help. A "CASHIER" help me picked out a new one. She should have been the one to keep the commission as far as I'm concerned. Ryan owes her money. So I came home thinking the nightmare is over with but boy I was wrong. I was very wrong. The worst is about to come. So now come delivery once again. The first delivery people who delivered my fridge had no problem hooking it up mind you. They were very professional and respectful. They made sure everything worked before they left and I didn't have any problem at all. It went very smooth they were in and out of my house. But these new yahoos were young and inexperience. Broke my plumbing trying to figure out how to turn my water off (which they never did) in the first place. They were unable to unhook the bad fridge and was unable to do the exchange. I did showed one of them where the water turn off was but he was adamant about me being wrong. Perhaps because I'm a woman he assumed I don't know I was talking about. They left my house without tightening the hose on the back of the fridge back to where it was. I noticed a pool of water in my kitchen floor right away. So I called the 1-800 number right away. Talked to a nice girl who had the delivery people turn around to take care of their mess. They tightened the fridge water line but that still leaves me with me broken sink plumbing. Had to talk to another Sears customers service rep. Very nice old man, took care of my plumbing issue right away. He had a plumber come to my house the same day to fix the problem all paid for by them. So now I wonder who gets stuck with that big fat plumber's bill? I'm really just glad It was not me....Still don't have a refrigerator though. It's been almost 3 weeks. I'm tired of feeding my kids Mc Donald's and mac and cheese.
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Company responded
Philo Jco
map-marker Minneapolis, Minnesota

Three WEEKS!

Updated by user Jun 24, 2013

Update: Sears came through and did the right thing! Once my case was escalated (not real easy to do) a CS specialist took over and my mower was fixed a week earlier than fist scheduled.

They even sent me money to compensate me for the two weeks my mower was broken. Sears really turned this situation around.

It took some effort but Sears did come through in the end. Good to see that from a large company!

Original review May 22, 2013
1. Riding mower under warranty and will not start. 2. Did everything instructed by your phone support and double checked each step. (new battery, sparkplug, checked fuse, gas, connectors, etc.) 3. Looked on line and did additional troubleshooting, but mower still won?t run. 4. Flywheel turns only about 1/2?. I can turn the flywheel by hand. 5. If I remove the sparkplug the flywheel will turn fully (but of course it will not start). Compression issue? I was told a technician could not come for almost three weeks! I told phone support this is WAY too long to wait. My grass will be too long to cut! I was then told to borrow a neighbors. I live out in the country so this is not an option and why should I be borrowing mowers when mine is under warranty. I was then told Sears would give me $50 a week until my mower is repaired to hire someone to mow it. Yesterday my wife call 10 to 12 lawn services and cannot find any one locally to mow or they will only come out under a year?s contract. Renting one is also out ? the only local rental store has only very large mowers that I can?t tow. Even if I could the cost it a minimum of $80 so I would lose $30 each time I mowed. I need this case escalated and a technician to my house by the end of this week. This mower has less than 20 hours of run time and I?m stuck with no way to mow my lawn. What good is a warranty if the time it takes to get a repair is three weeks!
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Loss:
$100
1 comment
David Rde
Sears Response

Dear Cheerupfarm,

We’re sorry for any inconvenience and frustration you’ve encountered with your tractor and the attempts made trying to get a working one. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (Cheerupfarm) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Company responded
Maxson Fqb
map-marker Memphis, Tennessee

Hickory Ridge Auto Service Center

First off let me tell you that I have been a loyal Kenmore customer since 1976. All my appliances are Kenmore, but you probably have heard this before. After the problem I ran into Friday afternoon I don’t think I will purchase Kenmore products anymore. I brought a Die Hard Battery in 2010. I notice that when I left the head lights on for five minutes the battery was almost dead. I stopped by Auto Zone to have it checked out. It took them FIVE minutes to check the battery and tell me that the battery is bad. I went to the Sears Service Center at the Hickory Ridge Mall in Memphis Tn. to have it checked out again and to replace it. I first talked with a black lady about getting my battery checked out. I told her I would take it out of the truck and bring it in to get it checked out. She told me that it would be THREE hour process to have it checked. I questioned her about why it would take so long. Her reply was that’s the process that they have to follow. She said if I left it in my truck and let the service center take my truck in the shop that they could possibly get it checked out in less time. I asked how could it take less time when I can bring the battery in and get it checked out now. She said again that was the process. I asked to speak with the service manager. I spoke with Michael, he told me that it would take at least FORTY EIGHT minutes to have my battery checked out because that’s the process that Die Hard batteries have to go through. I said well she said three hours……He said it wouldn’t take that long…..I told him I know the battery is bad I have already had it checked out. Again he said the process takes forty eight minutes for Die Hard Batteries. I asked to speak with the store manager, Michael said he was out of town. I asked for his direct phone number he gave me a number but it wasn’t his direct number, It was the store number. Now stop and just think, how many times have I been given the wrong information so far…….. Well it doesn’t end yet. I called the number 901-369-**** and asked for Joey Hill, I was told he wasn’t in. I asked for his voice mail. She told me I’m not sure if he has a voice mail…..I said sure he does, she says hold on…..the phone started ringing, and ringing unit it went back to the same person. I asked for his voice mail again........again she said hold on…..this time it just kept ringing…I finally just hung up. Now think about what all I just told you….Do you think someone needs some training. There’s even more yet. While I was writing this complaint I decided to call another Sears Service Center. I called the Sears on Germantown Pkwy. And spoke with Elton in the service department. I told him about my the problems I was having with my battery (not the problems I had at the other store) and this was his response…….Give me your name again so I can look up your information on which battery you brought. Mr. Martin you brought your battery in 2010 and it was a Die Hard gold and that it should be under full replacement warranty. I asked what the process was on testing the battery. He told me that he had to check the battery to see if it was bad and that process could take anywhere from TWO minutes to FORTY eight minutes. I told him I would be there first thing in the morning, He told me he would be waiting to see me. That was the kind of service I expected from Sears. Neither the employee or the service manager from the Hickory Ridge store ever asked me for any information to look up when I bought the battery nor did neither one say that the test could only take from TWO minutes to FORTY EIGHT minutes, just three hours to forty eight minutes. Does anyone wonder why Sears is losing their business……Employees and managers don’t have the correct training or just don’t care about the customer any more. I’m not one to get angry very often but this really upset me. If they would have told me the test would take two to forty eight minutes I think the problem could have been avoided. I will never go back to the Hickory Ridge store again and furthermore I don’t think I will shop at any Sears store again.
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David Rde
Sears Response

Dear Cmartin1,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize for the level of customer service rendered to you and how it was handled in reference to your battery. Given the opportunity, we’d like to talk to you in reference to your experience. Please send the following information – contact #, screen name (Cmartin1), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Anonymous
map-marker Fairfax, Virginia

Excessive wait for a&A warranty work

Less than a year ago I purchased an extended warranty for a Kenmore dish washer from Sears. Recently my dishwasher stopped working again. Resetting didn't work, "resume/start light won't go off. I called Sears and was told the next available appoint was Sept 18, 2013, over a week away. I am sure the control panel needs replaced, but the phone person rep wouldn't take my model number so that a&E tech could bring a new panel out for the appointment. Not only will I have to wait over a week for tech to come, but I am reasonably sure there will be another wait for ordering new panel and then tech coming out again to install. The result being I will have to wait at least week, more likely 2 weeks for part to be ordered and then installed. Sears should not sell these warranties, if they can not be honored in a reasonable amount of time. Warranties are only as good as the service they are suppose to provide.
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Guest

You will probably have to wait two or three months to be realistic if it gets fixed at all.

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