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With Official Company Response
We purchased a combination natural gas furnace and central air system from Sears back in August of 2002. Like many other people I was compelled to buy the Master Protection Agreement based on the equipment service, repairs, and replacement assurances it provided for. ...
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1 comment
SearsCares
Sears Response
#681705

Dear Jhhay2851,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the failure of your central air conditioning unit, and for the trouble you have experienced trying to get the unit repaired. We understand how important a working air conditioning unit is to the household, especially with younger kids with medical ailments, that don’t do well in extreme heat. We’d like the chance to look into this repair for you, and assist in making this right by your family. Please send the following information – contact #, screen name (Jhhay2851), 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
#429645 Review #429645 is a subjective opinion of poster.
Loss
$3000
With Official Company Response

Update by user Jul 15, 2013

First, the date of purchase was wrong on my original post. I actually paid for the mattress on July 6.

And the saga went on. After posting this, I continued to call the Sears Delivery line (hours...hung up on, etc.) until they finally called and insisted that I be...

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2 comments
SearsCares
Sears Response
#681667

Dear Kbaunach,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the manner in which your mattress delivery was handled. While we are glad that your local store management team was able to assist in getting this situation corrected, we’d love the opportunity to look into the concerns that you have brought to our attention. Please send the following information – contact #, screen name (Kbaunach), 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
#429486 Review #429486 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1200

Sears in 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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Review
#429364 Review #429364 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Sears in Richmond, Virginia - Simmons Beautyrest Mattress

I purchased a Simmons Beautyrest Mattress and boxsprings from Sears & Roebuck on April 21, 2013 and like the person who bought the Simmons Beautyrest Mattress from Sears in Los Angeles California, it sunk in the middle after only 6 weeks and I paid 561.88 plus tax and supposedly that price was half price. I will never ever buy anything from Sears again, especially not a mattress. Sears is the worst, absolutely worst place you can purchase a mattress. You would be better off sleeping on the floor instead of buying a mattress from Sears & Roebuck at any location.
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2 comments
SearsCares
Sears Response
#682320

Dennis1956 , 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. We are terribly sorry for the experience you have had with your mattress. From your post we can certainly understand why you would be upset and would like to help. At your convenience please send the following information – contact #, screen name (Dennis1956), phone # used at time of purchase to smadvisor@searshc.com – We look forward to speaking to you.

Thank you,

Dianne D.

Social Media Moderator

Sears Social Media Support

SearsCares
Sears Response
#680505

Dear Dennis1956,

We are so very sorry to hear that you are not happy with the purchase and quality of your mattress. We understand why you would be upset by this situation. My name is Misty with the Sears Cares team and we would like to speak with you about your mattress to see how we can help you. Please send the following information – contact #, screen name (Dennis1956), phone # used at time of purchase to smadvisor@searshc.com and we will be in touch to assist you with a resolution. We look forward to speaking with you soon.

Thank you,

Misty H.

Social Media Moderator

Sears Social Media Support

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Review
#429330 Review #429330 is a subjective opinion of poster.
Loss
$803
Featured
Sears - 2-year-old dishwasher has quit working

Update by user Aug 14, 2013

I was asked to provide an update. We did not pay a technician $300 to solve this problem for us.

We ordered a new control panel from the Kenmore parts site and intalled it ourselves.

Cost: $116 (part and shipping) plus our labor. The dishwasher works fine and will...

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4 comments
Anonymous
#855614

I have the same problem, I will never by forms sears again......

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Review
#429235 Review #429235 is a subjective opinion of poster.
Loss
$300
With Official Company Response
2 days short of the 1-year purchase date anniversary, our Kenmore double door/freezer bottom fridge failed and stopped maintaining temperature to keep food safe. It took 5 days from our call before a service technician came to confirm the problem, and 1 additional week...
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3 comments
Anonymous
#828622

I have a Sears fridge - build up of ice in freezer - called 7 days after I had it one year and went through *** with people I spoke to - tech came today and said it was leveled correctly and that was the problem. I didn't want to pay him 225.00 to dethaw it - so I removed everything - probably all food will be ruined (in coolers with ice) and it's been 7 hours and I still see ice through vents in the back.

Sears is not like they used to be - they do not stand behind their products and they are cheaply built. I stopped shopping at K-Mart because of a problem plus the cashiers who could not operate register; now I'm going to quit shopping at Sears.

Mr. Lambert, the CEO is a joke.

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Review
#429117 Review #429117 is a subjective opinion of poster.
Loss
$1200
With Official Company Response
Had a 13 y/o Kenmore side by side refrigerator that I burned my hand on on the mullion. Called Sears Home Repair and after 2 dropped/hang ups was scheduled and given an appointment 8 days later. Had given my cell # as a contact number. Tech instead called my work...
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1 comment
SearsCares
Sears Response
#681617

Dear PC,

My name is Trent I am with the Sears Cares Team. We are terribly sorry to hear of the frustrations you have encountered with the repair and replacement of your refrigerator. We have come across your post and wanted to offer our assistance in resolving this matter to your complete satisfaction. Please be assured that we certainly understand the importance of having a working refrigerator in your home and we know that your time is valuable. We’d like the opportunity to connect you with a dedicated case manager that will work with you to address all your concerns and make things right. 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 we have assigned to reference your post (PC428982), to smadvisor@searshc.com. Again, we apologize for the frustrations we have caused you and look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#428982 Review #428982 is a subjective opinion of poster.
Tags
  • Sears Lack of Customer Service
Featured
Sears - False Advertising
http://www.sears.com/shc/s/p_10153_12605_08245102000P#desc Above is the link to the online ad for a Sears-O-Pedic Split Queen Box Spring which was on sale for $200. I ordered online and I received 1/2 of the queen split box spring and am being told I have to pay...
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2 comments
Anonymous
#1025656

Sears is notorious for that. They appear to be the only store that considers one split box spring to be 1/2 split box spring.

Sometimes they have fine print (you must order two). Who wants 1/2 of a box spring?

Prices shown should assume you want the entire box spring. Strange

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Review
#428534 Review #428534 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$291
Tags
  • Sears Online Sales-Shop your way r
With Official Company Response

Sears Range is dangerously underdesigned

My 38 month old Sears range burned out the contacts to the heating elements. This should *rarely* happen on a properly designed range, and then only after 15 or 20 years. Fortunately we had purchased an extended warranty, so the problem will be repaired eventually. The repairman said that you should always get the extended warranty since these appliances are not built like they used to be. So: The appliances are built to fail. When shopping, factor in the cost of extended warranties, risk of fire, and occasional lengthy down time. Sears built its reputation on quality. What a joke!
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1 comment
SearsCares
Sears Response
#682327

Dear Anonymous,

We’re sorry for the troubles you’ve encountered with your range heating elements. My name is Edwin and I’m with the Sears Cares Social Media Support team. If further assistance is needed, we’ll be happy to speak with you and have one of our dedicated case managers contact you in order to ensure proper resolution for the repair of your range. Please send the following information – contact #, screen name (Anonymous428264) 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
#428264 Review #428264 is a subjective opinion of poster.
With Official Company Response

Sears in Boston, Massachusetts - Master Protection - no service

A week ago called for service because ac bought eleven months ago not working. Have medical condition, must have a/c, was told someone would be here within 48 hours as an "emergency call", but no repair number was given when I asked about it. No one ever showed up and no one has called. I went to the Sears website and the site ended my text call call before I finished texting the problem. Tried again. This time given an option to have someone call; I took it. Got a robo, no human, call saying someone would be here Friday morning, a full 8 days after the original call. I left a message for a real person to verify this and got no response. I have asked for protection plan refund or verification. No answer. I told them I would be calling Mass AG's office.
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2 comments
SearsCares
Sears Response
#682309

Dear Nina1,

We apologize for the troubles that you’ve been having with your a/c and the lack of follow up for the repair of it. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to look into this further and provide you any necessary assistance in getting this issue resolved as well as putting an end to your frustrations. Please send the following information – contact #, screen name (Nina1), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Edwin C.

Social Media Moderator

Social Media Support Team

Anonymous
#678323

You purchased insurance for service but not timely or expediant service. You bought the agreement, that's all Sears cares about. They got your money. You actually did the worst as far as Sears is concerned, you actually used your service plan. Those plans or insurance are sold under the premise and hope that you wont use it. You cost Sears money especially since those optional extras are the only thing that Sears knows how to make money on.

I would make sure you get the agreement extended for your time out of service or get a pro rated credit for your time out of service. Also find out if they were sending out a Sears service tech, A&E Factory service, a contractor and/or manufacturer technician. In the end Sears is responsible.

Also report Sears to the local better business bureau.

Good Luck

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Review
#428051 Review #428051 is a subjective opinion of poster.
Product
Sears Protection Plan
Loss
$575