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With Official Company Response

Sears in Wingdale, New York - Where are they?

I signed a contrat with Sears on July 23. They said I would be contacted for " final measurements" for kitchen cabinets. They called once said they would come "Mon or Tues" No show. No return calls I call the "YOUR TEAM " 3 and no one is able to answer your call. How do I cancel contact? Called Citi bank and they said the account is "pending" I want to end this. I can't get any response. I am not allowed to cancel. Even the operator at Sears failed to be able to contact any of the "team". I do not want to continue this.
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1 comment
SearsCares
Sears Response
#704110

Dear Guanyin,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear how your Home Improvement project has been handled thus far, and apologize that we were unable to keep our commitment to have someone out to finish measuring your cabinets We’d like the chance to discuss this matter in more detail with you, and see what options we have to help. Please send the following information – contact #, screen name (Guanyin), 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

Review
#441752 Review #441752 is a subjective opinion of poster.
Tags
  • terrible communication failure
With Official Company Response

Update by user Aug 21, 2013

No editing allowed I guess. Hit return before I saw the typo in the title; should be burnt not burt lol.

Original review posted by user Aug 21, 2013

On July 6 , 2011 we purchased a new Whirlpool LDR3822PQ1 from Sears which they delivered and carried it into my basement. I have never been able to plug this dryer...
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1 comment
SearsCares
Sears Response
#704023

Dear HallMarc,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the trouble you have experienced with your 2 year old dryer. We can certainly understand how this situation was more than a little concerning, and very scary for you. We’d like the chance to look into this issues you have brought to our attention, and ensure that feedback is provided to the correct management team. Please send the following information – contact #, screen name (HallMarc), 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

Review
#441639 Review #441639 is a subjective opinion of poster.
With Official Company Response

Sears in Tucson, Arizona - Freezer not working EMERGENCY service one week wait!

Sears customer service is ***! The freezer half of my Kemore elite refrigerator is not working, everything in it is defrosting and the earliest EMERGENCY service call I can get is NEXT MONDAY - one week!!! I bought the extended warranty, but if I bring in an outside repair company I will have to pay for it and it will void the warranty. I spoke with four different customer service representatives on the phone and the store manager at the Sears where I bought the refrigerator. I was told I could be reimbursed for up to $250 for spoiled items - this is not even close to the value of the contents of the freezer. Nothing can be done to move the EMERGENCY service up. I thought Kenmore was a good brand - this is less than 2 years old. It is a piece of *** and so is it's service!
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4 comments
Anonymous
#706499

sears in Tucson lost refer techs makes the wait times even longer some techs are running 8-10 calls a day :zzz

Anonymous
#705248

Yes, Sears repair dept folks do not understand the word "emergency." I too had a freezer not freezing problem, and after 2 hrs on the phone with Sears (after 6 different people)an appt was scheduled for next week. Seriously? What emergency can wait a week!

Emergency, food melting, not freezing.....silly me to think I might get someone out today!

I guess Sears and good service do not go together.

In today's technology, I would think that the customer complaint dept would be able to communicate with the repair dept....but not at Sears. At Sears, the ones who answer the phone should be able to take ownership to the problem and actually help....but not at Sears.

Anonymous
#704866

Since 11:48 a.m. today, Aug.

22, I have been trying to get my "emergency" repair for my freezer bottom of my new frig (delivered 8/13/13) repaired. After talking with 6 different people in repair service dept and even a person in the store (#7 person), I do not have anyone coming today to repair my freezer section of frig. Some fool in repair actually put me down as a repair for next week....don't know if that was

Jessie, Gil, Ali, Qwen, Red, or Dave (since I spoke to all of them in a 2-hour period). And that recording menu has to GO!

It is now 4:16 p.m.

and still no satisfaction. Come on people!

SearsCares
Sears Response
#703396

Dear Myra,

My name is Brian and I am part of the Sears Social Media Escalations team. We are sorry to hear that your refrigerator has failed you, and the earliest repair appointment date is a week away. We understand how upsetting it is to have lost a large amount of food to spoilage, and we’d like the chance to see how we can make this right for you. Please send the following information – contact #, screen name (Myra), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

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Review
#441026 Review #441026 is a subjective opinion of poster.
With Official Company Response
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...
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1 comment
SearsCares
Sears Response
#703387

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

Review
#440980 Review #440980 is a subjective opinion of poster.
Service
Sears Installation
Loss
$30000
With Official Company Response
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...
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2 comments
SearsCares
Sears Response
#703379

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

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Review
#440784 Review #440784 is a subjective opinion of poster.
Product
Sears Protection Plan
Loss
$1000
With Official Company Response
I purchased a Kenmore Elite 31 cu. top of the range refrigerator with a protection agreement less than 2 years ago. The refrigerator can't cool less than 50 degrees Fahrenheit. My entire family got food poisoning due to the *** design showing what the temp is set at...
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1 comment
SearsCares
Sears Response
#703370

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We would like to apologize for how your refrigerator repair has been handled, and for the less than stellar customer service that you have received throughout your experience. We would like to follow up with you regarding the concerns you brought to our attention, and discuss some options we have to help moving forward. Please send the following information – contact #, screen name (Anonymous440483), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Review
#440483 Review #440483 is a subjective opinion of poster.
Loss
$300
Tags
  • sears support
With Official Company Response

Sears - Service representative lied regarding parts.

On August 8, 2013 I was scheduled for a service call to repair my Craftsman Garage Door Opener Model 139.53413. The service technician called me before his arrival and asked what model opener I had. I gave him the above Model number and he told me that Sears no longer stocked parts for this opener and that I needed a new one. He said that he would have the local Sears Garage Door office call me to schedule a replacement. Today, the service technician came to my home and installed a new garage door opener for a total price of $364.00 In talking to the service technician he told me that more than likely the plastic gears in the opener was bad. I opened the old garage door opener and he confirmed that yes the gear did need to be replaced, and that then the unit would have worked well with a new gear. The technician also told me he had a new gear assembly with him, but could not install it since his job was to replace the door. I went ahead and had him replace the door opener. Now here is my question. Why did I need to spend $360 dollars when I am sure the service call would have been well under $180, half the cost? Can you tell me why and for what reason the service technician decided not to service my unit, when parts were available? The new opener is nice, but I would have been happy with my present opener.
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1 comment
SearsCares
Sears Response
#701689

Anonymous,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We are sorry for the troubles you have encountered with your refrigerator delivery. We can truly understand your frustrations with what has occurred. We would appreciate the opportunity to discuss your experience and help any way we can. 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 I have assigned to reference your post (Anonymous440438), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R

Social Media Moderator

Sears Social Media Support

Review
#440438 Review #440438 is a subjective opinion of poster.
Service
Sears Repair
Loss
$180
Tags
  • Garage Door Opener service
Bought appliance, did not work out. Asked for refund , there was som uch red tape and outrageous attitude from the people who were supposed to help you. There need to be a class action law suit against them for harrasing thier customers. There haS GOT TO BE A LAW TO...
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1 comment
marty527
#709489

Yes, I posted a complaint. I can not get a refund on a part their technician ordered wrong.

Technician was here July 22nd. I am pissed!!

Review
#440097 Review #440097 is a subjective opinion of poster.
Loss
$1200
DON'T EVEN DO IT, DON'T EVEN GO TO SEARS, PLEASE GO TO CONN'S , BEST BUY, LOWES, SOMEWHERE ELSE. I am a very upset and unsatisfied customer. I went into the sears outlet to purchase a new stainless steel refrigerator. I was going to get a side by side but I really like...
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31 comments
Anonymous
#1710787

They like to put alot of legal mumbo-jumbo in the fine print so that hopefully you will just skip over reading it all and miss the part about it disclosing that it is a scam.

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Review
#439831 Review #439831 is a subjective opinion of poster.
Loss
$600
With Official Company Response
I bought a Sears Whirlpool fridge and was quite excited. Although once home the fridge side never seemed to get cold, I initally thought it was me until June. Some food started to go bad so I bought a outdoor thermometer and let it sit over night. Will I was correct...
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1 comment
SearsCares
Sears Response
#701211

Dear acoletti ,

We’re sorry for troubles and frustrations encountered with your refrigerator not cooling. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to talk to you and assist you in resolving this matter. Please send the following information – contact #, screen name (acoletti) 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

Review
#439813 Review #439813 is a subjective opinion of poster.
Loss
$500