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With Official Company Response

Sears in Gulfport, Mississippi - Kenmore Oasis Elite is a LEMON

I bought my Kenmore Oasis Elite washing machine in September of 2007. Shortly after I purchased the machine I began having problems with it. I had a service tech come out and take a look at he fixed one problem (long fill) at that time. I still continued to have other problems with the machine though. I called again shortly after my one year warranty was out and was told it would cost me to have someone come look at it again. At this point, I called a technician from a local company because I felt that Sears' prices were inflated. The service tech came out and said that he found nothing mechanically wrong with the machine... that the problem was most likely with the electronics of the machine, and he would not be able to service the machine. The problems were the F1 error code, the machine going completely haywire, cutting on and off on its own, not able to start a cycle. etc. I lived with this problem for years because I simply could not afford to go out and buy another machine. Nor could I afford to spend the hundreds of dollars it would cost to replace the circuit board. January of 2013 I find out, on account of my own investigations, that there is a recall on the machine... the circuit board. I call the number that I found and request someone to come replace the circuit board. At first, they tried to tell me that my washer would not be covered by the recall and I would have to pay for the repair myself. 2 hours and 3 different people later, and they finally agreed to come fix my machine. They sent the replacement part to my house at which point I called to make the appointment. The serviceman came and fixed the problem in about 15 minutes. After the repair, I was still having problems with the machine. AND I had a new problem. The machine kept throwing off balance. AND I was still having the problem of all of the buttons going haywire, flashing on and off, randomly cycling through all of the modifiers. But the F1 error code was gone. At this point, I was not able to wash a load of clothes without the uL (unlevel) code coming up. Even when the machine was completely empty, it still shows this code. So I called Sears back and informed the operator that the problem was not resolved. They ended up sending the repair man back out. He came up with a list of things that it COULD be and told me that was all he could do, but that none of said repairs would fix the computer issue. I call AGAIN. I am told that if someone comes to look at it again, then I will be charged for the service call and any repairs that need to be made. At this point, I am just beyond frustration. I end up getting off the phone completely irritated and feeling like I am getting the run around. I call back yet again and ask them why I am being held responsible for this issue that was obviously a manufacturer's defect. The machine has given me nothing but problems since I first purchased it. And it is obviously a very common problem. I end up getting nowhere with the phone calls and service calls. The only thing I was told is how much $$ I would have to spend. I end up just suffering along with my off balance washing machine - wringing my clothes out as best as I can by hand. Eventually, about a month ago I had another repairman from my aforementioned local repair company come to take a look. And this guy tells me that there is nothing wrong with the mechanics of the machine. The problem has to be with the computer board in the machine. He then tells me that, to his knowledge, there have been many other people with the same complaint about after the computer board being changed, the machine is unable to balance. He explains to me that the reason is because the computer is sending too much power to the spin motor and it is causing it to go off balance. Or something along those lines. So today, I decided to call Sears again. And wouldn't you know that the lady that I first spoke with told me that she had just gotten off the phone with another customer claiming the exact same issue. I end up getting transferred from person to person. Nobody was able to help me except to offer me a protection plan. I am quite honestly, at this point, not interested in giving one more dime to Sears. Why should I have to pay for this problem that should have been correctly fixed the first time? Every person I have spoken to has given me the run around. I even had one particular lady, Alicia (customer solutions Supervisor) tell me that there was nobody else for me to speak to and my complaint would be escalated no further. I was never rude to anyone. I was certainly not rude to her but she was downright nasty to me. I am truly shocked at the lack of care that Sears has for its products and the people who purchase them. At this point, I have been told by numerous Sears and Kenmore associates that there is nothing more they can do for me, so I will make my complaints on every single board and review site that I can find. And my business, for one, is most definitely directed elsewhere.
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3 comments
Anonymous
#767021

Don't fall for the " "Sears Don't Care" team. They will try yo give you a gift card to shut you up. Why don't you people FIX these defective appliances in the first place and stop abusing the customers that pay your salaries?

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Anonymous
#737137

Just fix the board. Sounds like a bad relay on board.

I just troubleshot a Dacor Down Draft Vent. System for a customer and they wanted $200 for a board.

Alittle testing and I fixed it. There are not much to them.Good Luck.

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SearsCares
Sears Response #729772

Dear Anonymous 452824,

We are truly concerned about the challenges you have faced while attempting to have your Kenmore washing machine suitably repaired. What you have detailed in your post clearly lets us know how baffling and disconcerting this matter has been for you. My name is Brian and I am a member of the Sears Cares Social Media Support team. I came across your post today and I felt compelled to reach out to you. We would be more than happy to put you in contact with one of our case managers who will explore what options may be available to bring this dilemma to a satisfactory conclusion. As your time schedule allows, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (Anonymous 452824), to smadvisor@searshc.com. We apologize for the difficult encounters you have experienced and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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Review
#452824 Review #452824 is a subjective opinion of poster.
Product
Sears Protection Plan
Loss
$1500

I've been a Sears hard lines sales associate for about three months now and I gotta say its not that great. About the time I got out of highschool and needed to start looking for a job is when it became nigh on impossible to actually get one. After nearly three years...
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Anonymous
#778275

I was a cashier and I am in the same boat as you. No one was properly trained.

They expected other employees who were not trained well to train the new people. They claim to give hours to people who's SYW numbers and credit apps are up. It's so entirely false. One guy who I work with has -15 credit applications and he works average 25 hours a week.

One girl has like 50 percent average in SWY and gets 20 a week. I have -3 credit cards and 80 SWY average but I get like 10 hours a week. I don't see the logic there. Not only that but everyone talks *** about each other and makes fun of people.

The tool pros do what every they wish. They play air hockey and leave the room area and leave the cashier alone. Please understand this. The cashier knows nothing about tools.

At least at the store I was at. We were not trained anything about tools. We're just thrown into it and left to figure stuff out. You'll call and call for them but they don't care.

I once watched two employees just make out before. Not only all this but it was super boring. You are not allowed to leave 10 feet away from your register. Even when I do leave further away to fold clothes, there are only so many things to do.

The whole register thing sucks. The people who are closing have to deal with the people who opened mistakes. Once I started work and both the registers were like 60.

One of the mangers came by and I had to sign a paper saying that they were low even though I just got to work.

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#452822 Review #452822 is a subjective opinion of poster.
Service
Sears Manager
Tags
  • Sears Employee Do Not Work There S
With Official Company Response

Sears - Fraudulent Advertising!!!!

I went into Sears for your Columbus Day sale, as I wanted to purchase a Bromont Luxury Firm (aircool) Queen size mattress which was originally priced around $700.00 back in July with a 24 month financing available. I was very excited that Sears was having a "50%" promotion plus an extra "10% off", as my husband and I are new homeowners we are looking at maximum savings and this just seemed like the deal we were waiting for. Imagine our surprise when we went to Sears and was informed that the mattress was on sale for $629.00 with a 12 month financing plan!!! The sales associate said that it was marked down from the "Regular price of $1599.99", a price that we were told in July was never the price that Sears sold the Mattress for, as they always sold at a lower cost, which was in the $700.00 price range. Therefor how was the price a $60% discount is beyond me and with a lesser financing option! I think that this is just another way for a large corporation like Sears to take advantage of unsuspecting customers, as the sales agent was quite surprised that we had paid so much attention to the "Original" prices and information back in July. Suffice to say, I did not purchase the new mattress because it just seemed like a very unfair and fraudulent deal.
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SearsCares
Sears Response #729731

Dear Anonymous452672,

I came across your post today and I thought I would reach out to offer some assistance. Based upon your post, we can see how this was a disappointing experience to you while attempting to purchase a new mattress. We certainly understand how important it is to properly budget your finances especially as new homeowners. My name is Brian and I am a member of the Sears Cares Social Media Support team. We are proud of your loyalty to Sears and we appreciate your business. With this stated, for what you have experienced we would be more than happy to have a case manager contact you to see how we can make this right by you. 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 to reference your post (Anonymous452672), to smadvisor@searshc.com. We apologize for the confusing experience you had and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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Anonymous
#731282
@Sears Response

Hi Brian,

I tried to send you my contact info via the email provided however I got a postmaster delivery status notification (failure returned mail. Please let me know if there is a number that I can contact you directly, as I had also tried emailing Sears customer service and I had the same problem. Kind Regards -DS (Anonymous452572)

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Anonymous
#729355

Different purchase - same complaint.:(

Ordered the Sears washer/dryer bundle. On the opening sears.com screen, it says that members get an EXTRA 10% off on appliances purchased during the Columbus day sale. When the order confirmation was emailed to me, it did not reflect the extra 10% off. When I called to correct this, they told me that it was an already discounted item so the EXTRA 10% off did not apply.

This is the 3rd time making a major purchase from Sears that I have experienced their total lack of concern about their customers and did not deliver on an advertised offer.

I've cancelled my order and I will NEVER shop at Sears again. :upset

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SearsCares
Sears Response #729750
@Sears Response

Dear gatorgirl,

Thank you for taking time to post about your recent online shopping experience. In your post you also stated you’ve had similar experiences with previous purchases. We are concerned about the shopping experiences you have had because we do value you as a loyal Sears member. We endeavor to provide a positive and satisfying shopping experience to all of our members. To this end, it would be our pleasure to contact you to see how we can address these issues. My name is Brian and I am a member of the Sears Cares Social Media team. In order to provide further assistance, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (gatorgirl), to smadvisor@searshc.com and a dedicated case manager will contact you directly. We apologize for the type of shopping experiences you had and we hope to speak with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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LTCC
#729242

Sales folks bet on the fact that most consumers will not question or keep records of prices......its laughable how they think we are all sheep. You are correct....all sales promotions are carefully and methodically thought ought......they are looking to lure you in with the least amount of damage to their bottom line

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#452672 Review #452672 is a subjective opinion of poster.
With Official Company Response

Sears in Atlanta, Georgia - Rusty Kenmore Refrigerator

I have what was a top of the line Sears Kenmore refrigerator that is about 5 years old. The front of this fridge, where the ice/water dispenser is has completely rusted out, extended over toward the handles, and the other night whole face just fell off. The socket inside for the bulb crumbled and fell apart over a year ago the first time I tried to change the bulb. There are orange rust spots along the side floor edge that look like an old car driven in the snow for about 10 years. Last year I e-mailed Sears and they basically replied "rust happens" This is my last Sears product!
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Anonymous
#740024

:? My frig has the same rust out problem.

Sears and Kenmore will go down in flames because I will not consider buying from them again.

Their frig's are junk.

Mr. Page

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Anonymous
#740718
@Anonymous

i HAD THE REPAIR MAN TELL ME MY FRIG WAS RUSTING BECAUSE I LIVE IN FLORIDA. i GUESS THAT IS ANOTHER VERSION OF RUST HAPPENS. WHAT'S DIFFERENT FROM OTHERS EXPERIENCE IS MY FRIG IS LESS THAN 4 YEARS OLD :cry

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SearsCares
Sears Response #729722

Dear Lrenp,

We appreciate your taking time out of your day to post about the condition of your Kenmore refrigerator and the level of customer service you were provided. Sears has a long standing reputation of providing quality products and superior customer service; it seems we didn’t quite live up to this reputation in your case. I came across your post today and I thought I would reach out to you. My name is Brian and I am with the Sears Social Media Support team. We would like the opportunity to speak with you to see what options are available to address your concerns. 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 to reference your post (Lrenp), to smadvisor@searshc.com and a dedicated case manager will contact you directly. We apologize for the disappointment you’ve had with your refrigerator and we look forward to speaking with you soon.

Thank you,

Brian L.

Social Media Moderator

Sears Social Media Support

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Review
#452356 Review #452356 is a subjective opinion of poster.
Loss
$1200

Sears - Purchased expensive lawn tractor 7-speed Shift on the Go

After mowing a few times tried to remove blade for sharpening, but it would not unscrew. Consulted Operator's Manual and it said you had to remove the entire cutting deck assembly. Finally removed it and found blades had rusted because they were made of cheap steel. All parts in this cutting assembly were stamped made in China. They were poorly machined and full of burrs. The blades are cheap steel, but cannot purchase other manufacturer's blades. IT TOOK 8 HOURS TO TAKE THIS APART AND PUT IT BACK TOGETHER. DO NOT BUY! IT IS CHEAP CHINESE JUNK! Only good thing is the motor made by Briggs & Stratton.
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#452281 Review #452281 is a subjective opinion of poster.
Loss
$1500
With Official Company Response

Sears in Deerfield, Illinois - New Refrigerator delivered - broken ice maker

Every communication I have had with Sears has gone wrong and the customer service people on the phone are extremely uncaring and robotic. I purchased a brand new Kenmore refrigerator for $1800 and a small freezer. The refrigerator was delivered and the ice maker was not working. I called and went to the original store where I made the purchase. A new ice maker was ordered and I was told I would have to wait for 5 days after the delivery before the tech could come and install it. The tech did not want to look at the refrigerator unless the ice maker was there, not sure how they determined the cause to be the ice maker. The freezer section and the refrigerator were working. Tech came out and worked on it for 3 hours, not an ice maker issue, there was a problem with the wiring and the refrigerator had to be replaced. Next day, I opened the refrigerator and all my food had gone bad because there was no cold air coming from freezer or refrigerator. I was told they would replace the refrigerator - I DO NOT WANT ANOTHER REFRIGERATOR FROM SEARS!!!! I had a phone call from sears, customer service to say they would be picking up my freezer. I didn't have any problems with my freezer. Then we were disconnected and no one ever called back. I made several calls and finally the driver came out to pick up my broken refrigerator and was the ONLY nice person that I dealt with. He called customer service to see if I could get a discount on a replacement and was told no. Even after I had lost a few hundred dollars worth of food and a few weeks of time and aggravation of dealing with the issue. The refrigerator is gone. Today I get an automated call from Sears saying to please call because my delivery is going to be delayed. I call Sears and I'm told that I am scheduled for a refrigerator delivery. How can that be possible. Even when I go to hang up, the CS rep tells me in 24-48 hours I will get an email with my new delivery date. I don't think she understood one word I said to her. Then after I started yelling about not wanting another one, she had the guts to ask me if I wanted to buy something from Sears. Are you kidding me? Not one person got anything right. I have all my appliances from Sears, but it is time for me to move on and look at another company for my appliances.
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SearsCares
Sears Response #727983

Dear Cashli00,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry for the multiple setbacks you have faced since making your appliance purchases with us, and apologize for the trouble you are currently experiencing as you try to get your refrigerator returned. It is easy to understand why this whole situation has been disappointing for you, and we would like the chance to ensure that the remainder of your experience goes smoothly. Please send the following information – contact #, screen name (Cashli00), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

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Review
#452119 Review #452119 is a subjective opinion of poster.
Service
Sears Replacement
With Official Company Response

Sears in Connellsville, Pennsylvania - No refund --- No merchandise

I spent 386.92 on line called canceled order few hours later item never shipped or processed. Reason found same product cheaper in-stock local retailer .... Two weeks have passed and still no refund for an item that never got pulled from the shelf..... Worthless company I hope they bankrupt and end the misery already... Terrible in-store service--- and also the store employes have no idea what there talking about.... I was in the tool isle a few days later and i asked the tool professional (psssh). Didn't even know what an ipmact driver was... I asked he gave me a hammer... lmao
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Anonymous
#769489

They told US that they could NOT cancel and order. The people at the call center have no idea what to do about any kind of problems they encounter. All they do is read off of a paper supplied by the company. Usually when they read the paper they can't pronounce the words because they do not speak English.

Eventually they tell you what you want to hear to get you to hang up. If you don't hang up they will hang up on you. They and untrained and uneducated for the most part and will tell you straight out that they do not care if your problem is resolved.

It will be the best thing ever when this store is bankrupt. He old sears died years ago

And no one really knew it, unfortunately.

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SearsCares
Sears Response #727600

Anonymous451929,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Kurt and I am a member of the Sears Cares Escalations team. We are sorry for the difficulties you have experienced with the refund of your purchase. We can truly understand how frustrating it can be without have that amount of money readily available to you. We would like the opportunity to speak with you to ensure this matter is addressed and hopefully restore your faith in Sears. 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 that you have been assigned to reference your post (Anonymous451929), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Kurt M.

Social Media Moderator

Sears Social Media Support

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#451929 Review #451929 is a subjective opinion of poster.
Loss
$387
With Official Company Response

Sears - Poor management policies

I purchased a IR air compressor with a sears service contract. Went to repair center about purchasing synthetic compressor oil but that they did not use synthetic oil and did not have it for me to purchase. According to IR, synthetic oil will need to be replaced yearly. I know non synthetic oil has to be changed more often. How can this be cost effective to me and to Sears. I have to go for repair shop more often and you have to spend more service hours to keep compressor in top notch condition. Difference in cost of oil is about 9 dollars more for synthetic.
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Anonymous
#769490

I don't understand HOW they can get away with selling warranties and then not honoring them. Seems illegal to me......

I have had people call me and try to get me to renew my existing contracts.

I got wise to that and when I declined to renew they were rude and offensive. They want the money but don't want to honor it once they get their money.

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SearsCares
Sears Response #727255

Anonymous451773,

Thank you for bringing your concerns regarding the oil in your air compressor to our attention. It concerns us that, after spending money to purchase the compressor and service contract from us, you are not happy with the oil that we have available, either for sale in our stores, or through our repair centers. My name is Jack and I am with the Sears Social Media Escalations team. We would like to discuss this matter with you in greater detail. One of our case managers can contact you to see what options are available to you at this time. If you would like to speak to us about this, please email the following information – your contact phone number, screen name (Anonymous451773), and phone number used at time of purchase to smadvisor@searshc.com. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.

Thank you,

Jack C.

Social Media Moderator

Sears Social Media Support

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#451773 Review #451773 is a subjective opinion of poster.

I wrote and submitted a negative review about a Sears Marketplace merchant on their website, and I got the following response: "Oops, there's a small issue with your review. Your review wasn't approved.Please just review the product and its features. If you have other...
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Anonymous
#1085889

Yep, same here with Sears.ca (Sears Canada)

They don't like to publish negative reviews.

I posted mine a few times before it got published, I received an e-mail saying my review is live and I confirmed this. A few days later, I went back and found that the review was gone.

Another reviewer did manage to get a somewhat negative review published on this item, however I was very negative in mine because it's a horrible product quality-wise.

Sears does not want its customers to know about this fact.

Here is the review that was published by Sears Canada and then removed shortly after:

Poor Quality The sheets softened up some after a wash, but are still pretty rough after three washings. Sometimes people say Egyptian cotton will soften up with washings, but that's just a way to discourage you from returning the product. I no longer buy from Sears website or catalogue - in my experience, too many merchants are using it as a place to dump stuff that wouldn't sell in the store. One pass of your hand on this fabric and you know it's no good.

I was too busy to return these sheets within the one month they give you as a reward for paying cash (store card users get three months). As another reviewer mentioned, they did shrink a lot even though I dried them on the lowest heat setting, however they still almost fit my pillow top mattress though not very well due to the shrinkage. They do not appear to be sateen as advertised, and the thread count is questionable - very grainy.

The fabric already has some pills, and the pillowcase is starting to come apart at the seams. http://www.sears.ca/product/malibu-300-thread-egyptian-cotton-sateen-sheet-set/696-000157701-MALIBU-4-T300

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#451534 Review #451534 is a subjective opinion of poster.
Loss
$212
Tags
  • seller feedback
  • Oops
  • there s a small issue with your re
  • Your review wasn t approved
With Official Company Response

I have had enough with Sears or Kmart and they have lost my business forever! I order a lot online and I have never had so much horrible experience with any other store! It looks like people who work there cannot read English to see what a customer ordered or just do...
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SearsCares
Sears Response #726789

Dear Hammond2013,

It truly concerns us when we hear things like this said about the products we sell, or the services we provide. My name is Brian and I am part of the Sears Social Media Escalations team. We apologize for the over disappointment surrounding your online purchase experience. There are many variables that determine how fast a refund is processed for a canceled order. Without knowing the specifics of your situation it is hard to say exactly what caused this delay. Nevertheless, we understand how discouraging this type of service is for you, and we’d like the chance to get some more feedback. Please send the following information – contact #, screen name (hammond2013), 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

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Review
#451473 Review #451473 is a subjective opinion of poster.
Product
Sears Credit Card