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With Official Company Response
I recently purchased a transaxle kit,ball bearing,friction hub,spacer.neutr.Paid $397.03 When the transaxle kit was installed, it doesn't work.The mower will not go in reverse and struggles to go forward.When I called them to see if they would let me reurn it for...
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1 comment
SearsCares
Sears Response
#690461

Dear booboolr,

My name is Susan with Sears Social Media Support Escalations team. The customer service experience you've described is very disappointing to hear and we sincerely apologize for the issues surrounding the parts you purchased for your mower. We'd be more than happy to look into this situation further and offer our assistance to help resolve this issue. We value your business very much and want to make sure everything that can be done to help you is being done. Please send the following information – contact #, screen name (booboolr), phone # used at time of purchase to SMAdvisor@searshc.com. Sorry for your inconvenience and we look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#433996 Review #433996 is a subjective opinion of poster.
Loss
$397
With Official Company Response

Sears in Overland Park, Kansas - Don't believe the lies

When we were in the process of getting quotes for a new high efficiency HVAC system in our house, several companies gave us quotes and several were cheaper than Sears. They assured us that was because they do all of their own work with their own team and that means the warranty will be better. Some places, if the HVAC isn't installed by a group licensed by that company, won't back up their warranty. As it turns out, the day of install a bunch of contractors showed up to do the work. I told them not to do anything while I called Sears, the rep from Sears said that he'd match the next lowest price and so I said okay. Then when the bill came, guess what? Still the original price with no adjustments.
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1 comment
SearsCares
Sears Response
#690451

Dear Anonymous433702,

Please accept our sincere apologies for the confusion in your HVAC System Quote. We'd like to look into this situation further and offer the assistance of a personal case manager to help resolve this situation. My name is Susan with Sears Social Media Support Escalations team. 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 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 (Anonymous433702), to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#433702 Review #433702 is a subjective opinion of poster.
Loss
$1600
With Official Company Response

Sears in Overland Park, Kansas - No sales associates available

Wanted to buy WeedWacker as a satisfied previous cust. No sales asst available. One helping a couple cash out for over 20 mins. Others wandering around not offering assist. 95th & Metcalf, Overland Park, KS. Used to love this store, I walked out. Funny how the field below wants the value of my loss. LOL, the store lost a sale over 200 dollars. Now this site wants me to submit at least 100 words. I guess you cannot be ticked off with less that 100? I do not comprehend the need to state a complaint in at least 100 words.
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2 comments
SearsCares
Sears Response
#690369

Dear rpbks09,

We apologize for any negative customer service you may have experienced recently. We expect all of our associates to build customer relationships and it does not seem this happened. We would like to speak to you concerning your past experience and go over the options we have to turn this into a positive one. My name is Susan with Sears Social Media Support Escalations team. I found your post here and wanted to reach out and offer our assistance. Please send us an email containing your preferred contact information, including the name you posted with here (rpbks09), to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Anonymous
#688602

sears in Canada is the same..likely be out of business in 5 years anyways...I wont miss them

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Review
#433551 Review #433551 is a subjective opinion of poster.
With Official Company Response

Sears in Bayville, New Jersey - Lemon of a Refrigerator

I bought a refrigerator at Sears in January 2012. In December the compressor went. They replaced it. (A repair that would have cost $830) Now, 6 months later, the compressor has blown AGAIN. I called Sears, they said that they will not cover this and I have to pay for it. I told them they had just replaced the compressor 6 months ago, and asked about the warranty on THAT. I was told the warranty on the new compressor was only 90 days. I asked to speak to a manager, and was put on hold until I finally hung up (1 hours and 36 minutes later) I don't feel it is right to make me pay for an obvious problem with an appliance that is not my doing. I paid over $1200 for this refrigerator. And actually, it was on my Sears card, so by the time I was done paying, it was more like $1700!
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1 comment
SearsCares
Sears Response
#690339

Dear lizbrown,

My name is Susan and I am part of the Sears Social Media Support Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. We are sorry to learn of the trouble you are having with your refrigerator. We would like look into this issue further and contact you to discuss what options we may have available to help make this right for you. Please send the following information – contact #, screen name (lizbrown), phone # used at time of purchase to smadvisor@searshc.com. Again, we're truly sorry for the problems with your refrigerator and look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#433480 Review #433480 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1700
With Official Company Response
We purchased a new washer/dryer on wednesday picked up on friday 7/26 around 2 pm and found the washer defective, went to the store to see if we could get a new one ordered and delivered and the defective picked up @ the same time. The workers present were not very...
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1 comment
SearsCares
Sears Response
#690331

Dear kamikish,

We are truly sorry that the washer you recently purchased didn't work properly and you and your husband had to exchange it. In addition, we're sorry that you received poor customer service when attempting to exchange your washer. My name is Susan with Sears Social Media Support Escalations team. We understand how frustrating this experience has been for both of you and would like to speak with you about it. We strive to provide top notch service to each and every one of our customers, and we are sorry to see that we have fallen short of that mark in this instance. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around. At your convenience, please send the following information – contact #, screen name (kamikish) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#433436 Review #433436 is a subjective opinion of poster.
With Official Company Response

My craftsman lawnmower broke and sears is giving me the run around.

Bought a craftsman mower from sears a couple years back. for the second time this year it want start. I have wasted the last week tring to get someone to help me but I get the same old run around everytime. First it broke down in may and I had to wait 1 month for some one to come fix it. Now its broke again in july we called 800 (sears blow you off line). They said technician would contect youwith in 24-48hrs so I wait. I call back. Same answer24-48hrs this goes on for a week. My grass is a foot high now. No one in there cubicle gives a ***. I call the store I bought it from the kid tried to help but just made me more aggravated. I been on my phone for 3 hours this evening being bounced from department to department. Hmmm. Wondering if anyone else would buy from sears again if they were in my shoes.
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1 comment
SearsCares
Sears Response
#690300

Dear Anonymous,

Please accept our sincere apologies for the difficulties you are experiencing receiving the assistance needed to service your lawn mower. This is not the type of service that Sears has long been known for nor the type of service that you deserve. My name is Susan with Sears Social Media Support Escalations team. We would like to offer the assistance of a personal case manager who can assist you in setting up service for your lawn mower as well as monitor the progress of the service provided. 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 (Anonymous433406), to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#433410 Review #433410 is a subjective opinion of poster.
Loss
$1500
With Official Company Response

Sears in Jacksonville, Florida - Bad battery in craftman mower

Sears refuses to honor warranty on a lawn mower battery less than two years old. After having the mower in the shop for nearly a month, I'm now being charged for a new battery. When I bought the mower I was told the warranty was a good idea incase the battery went bad by the clerk. Well the battery is bad but sears says electrical is not covered in the warranty. I guess I have to buy a new battery every year. Do not buy the extended warranty. Its not worth the money. It's no wonder sears can not compete with this kind of service.
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2 comments
Anonymous
#694518

Repair Protection Agreement is supposed to cover the battery. The manufacturer warranty only covers 90 days.

SearsCares
Sears Response
#687890

Mwrighteous,

We apologize for the trouble you’ve experienced with your mower repair and the warranty coverage of your product. I know how frustrating it can be to have to go without a mower during the summer season. We would like the opportunity to discuss this matter with you and address any concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com so we can look into this for you. In the email, please provide a contact phone number and the phone number the mower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (mwrighteous) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

David W.

Social Media Moderator

Sears Social Media Support

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Review
#433154 Review #433154 is a subjective opinion of poster.
Loss
$42
I purchased a Sears Craftsman walk behind self-propelled lawnmower in 2010 plus an extended warranty. It is model no 917.370680. The first time I took it into Sears for repairs was in 2011 because it wouldn't start. This last time was on June 30, 2013. I took it back...
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2 comments
Anonymous
#854575

I soon discovered this engine won't run if the temperature is cool [below 55 f]. It will fire off when a little gas is squirted directly into the carburetor, but won't keep running.

Also, I URGE EVERYONE to use a fuel stabilizer unless you want to spend the time to drain the gas tank , fuel line and carburetor between uses.

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Review
#432848 Review #432848 is a subjective opinion of poster.
Loss
$350
I purchased a Kenmore Elite refrigerator, with home delivery and setup. The installers did not level it. I decided to do that myself, following the instructions in the manual. The first step was to remove the lower grille on the bottom. I got down on the floor to look...
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1 comment
Anonymous
#687238

Dear Anonymous ,

My name is Dee M. with Sears Cares. Please accept our apologies for the trouble you are having your refrigerator. We would be happy to speak with you and set service for you as well as monitor your repair for you to verify you are satisfied with the completed repair. We will also be happy to speak to you about the dehumidifier you purchased, we are very sorry to hear about the condition of it when you opened it in your home and we want to address your concerns. Please send the following information – contact #, screen name (Anonymous432845), phone # used at time of purchase to smadvisor@searshc.com . We appreciate your business and hope to hear from you in the very near future.

Thank you,

Dee M

Social Media Moderator

Sears Social Media Support

Review
#432845 Review #432845 is a subjective opinion of poster.
Service
Sears Installation

Sears in Lambertville, New Jersey - BAD GAS COOK TOP UNIT

I purchased a Whirlpool gas cook top from Sears and they sold me a bad unit. The valve is bad and leaks gas. They refuse to stand by the products they sell. Be on the alert for dangerous junk gas cook tops from Sears. Sears lost a long time customer. This is not the American company I grew up knowing. What has happen to quality control in this country? Sears, I guess says take the American public's hard earned money and run. We just don't care. I guess I won't even comment about Whirlpool. All the big companies must stick together and say screw the american public. We just want your money.
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1 comment
Anonymous
#687225

Dear Anonymous ,

My name is Dee M. with Sears Cares and we want to offer our assistance regarding the problems you spoke about with your gas cook top purchase. We would be happy to research this matter with you as well as any repair history completed by us. Please send the following information – contact #, screen name (Anonymous 432841), phone # used at time of purchase to smadvisor@searshc.com . We value you as one of our Sears customers and look forward to speaking with you soon.

Thank you,

Dee M

Social Media Moderator

Sears Social Media Support

Review
#432841 Review #432841 is a subjective opinion of poster.
Loss
$500