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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
With Official Company Response

Sears service crooks

I called Sears dishwasher repair because my dishes wouldn't come out clean. The technician guy said he could fix it for eighty dollars, which I paid. The supposed fix did not work at all. I called two days later (note that the service is guaranteed for ninety days). The same guy came back and said that in order to fix it he would charge an additional 140 dollars, which I refused to pay. It is simple, right? I complained to Sears but they just pretend not to understand. I only want my eighty dollars and change back. They won't budge.
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4 comments
Anonymous
#686750

Finally Sears relented. Was it my post on Pissed Consumer, my registered letter, my phone calls, the Better Business Bureau, the Attorney General, the Division of Consumer Protection, or my letter to the New York Times?? I don't know, but Sears returned my money.

Anonymous
#680851

What is this sears social media support? I'm suspicious.

How come Sears suddenly became accomodating? I sense a scam.

Note that Edwin C. wants me to publish personal info in public, but he doesn't provide any contact information.

SearsCares
Sears Response
#679437

Dear Julio923,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize for the inconveniences created by our service repair department in reference to the charges for the repair of your dishwasher. We’ll be happy to look in these charges and make sure this matter is taken care of properly. Please send the following information – contact #, screen name (Julio923), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Anonymous
#679170

Was it an actual Sears technician, an A&E Factory Service tech or another contractor? Might be on the reciept. Contact them directly and then Sears again, see what happens.

I give them one last chance to rectify the situation by speaking to a supervisor. Then go to the local better business bureau and file a complaint. Also findout if there is any warranty at all from the actual manufacturer.

Sears is nothing compared to what it was decades ago.

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Review
#427938 Review #427938 is a subjective opinion of poster.
Service
Sears Repair
Loss
$80

Sears Master Protection Agreement is aggravating

In a moment of weakness, I purchased a protection agreement from Sears for my dryer. It stopped working last week so I called for a repair. Waited a week for a "window" for the technician to arrive. I waited five hours but no techie and no call. Called the 800 # and they can only suggest a reschedule. Here's your sign... — feeling annoyed. Technician shows up at 6:30 PM. No call. He replaces broken part but tears the dryer vent in the process. He "doesn't have the parts" to fix the pipe and suggests that yes, I make another appointment. I tell him he could get parts and fix it. He didn't want to hear that and walked out. I called the 800 #, more run around.
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2 comments
AE Service
#677987

Dear Anonymous,

I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.

My name is Edwin and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (Dryer) is listed under and we will contact you directly. In addition please include your screen name (Anonymous427846) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Edwin C.

A&E Solutions Team

A&E Cares

Anonymous
#677765

Was it an actual Sears Repairman or were they from A&E Factory Service or the manufacturer themselves. I would explain the situation to a supervisor or manager. If no results I would write corporate headquarters.

I would also report Sears to the local better business bureau regarding practices.

Good Luck

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Review
#427846 Review #427846 is a subjective opinion of poster.
Service
Sears Repair
Loss
$100
Sears - Ice Maker Fire
The motor in my ice maker must have shorted out causing a fire. I heard a "pop" and looked in the freezer to find flames were coming out of the ice maker! I ain't got time for dat! Or, money! LOL! No one really heard of this before, not even the nice folks at the...
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1 comment
Anonymous
#748026

Strange, no sears rep here. I don't understand how they get away with charging for an agreement and then not honoring it.

That is illegal.

The states should demand they uphold their agreements. Why has no one called the state to look into this?

Review
#427704 Review #427704 is a subjective opinion of poster.
Loss
$500
Tags
  • Ice Maker Fire
With Official Company Response

Sears in Detroit, Michigan - Problems with Appliances, Technicians, Online overall Purchases

I bought over $12,000.00 dollars in Appliances at Sears, Kitchen Aid and Kenmore after 4 refrigerators, a stove, dishwasher, laundry center (Kenmore)ALL HAD PROBLEMS THIS HAS BEEN GOING ON SINCE 8/14/2012 AND STILL GOING THROUGH A NIGHTMARE.....4 refrigerators replaced, stove broken legs, dishwasher, filled with ice and water, laundry centers didn't work properly....It goes on and on....The technician that came out to repair my laundry center just with a tub ring, BROKE THE WHOLE UNIT and DESTROYED MY BATHROOM ceramic tiles, walls etc.....THERE ISN'T ENOUGH ROOM TO CONTINUE WITH THE REST OF THIS NIGHTMARE, But I will say this I WILL NEVER SHOP SEARS AGAIN, NOT EVEN FOR A PAIR OF SOCKS....THEIR ONLINE STORE IS EVEN WORSE that is ANOTHER NIGHTMARE PERIOD!!!! THEY TAKE YOUR MONEY WITH EASE........FOR SURE, BUT TRY AND GET IT BACK OR HELP, NADDA..NO ONE WHO WORKS THERE FROM CUSTOMER SERVICE TO TECHS TO DELIVERY TO ONLINE HAS A CLUE OF THEIR JOB EITHER, SO DIGUSTINGLY BAD TO EVEN TRY TO DEAL WITH.........I AM DONE.....PLEASE RECONSIDER, BEFORE YOU SHOP THERE, GO TO LOWE'S, KOHL'S, HOME DEPOT, MENARD'S WHEREVER ANYWHERE BUT SEARS!!!!!!
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2 comments
SearsCares
Sears Response
#678596

Dear Shampagne,

It truly concerns us when we hear things like this said about the products we sell, or the services we provided. My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the on-going problems you have been experiencing with your Sears appliances. There is no doubt that this situation needs to be corrected as soon as possible, and we’d like the opportunity to work on your behalf to ensure that happens. Please send the following information – contact #, screen name (Shampagne), 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

Anonymous
#677785

Sears or the brands they sell are nothing of the quality they were years ago. Extreme employee turnover has depleted knowledge and experience. Productivity requirements put quantity over quality. The use of contractors and franchises has lead to further erosion of the brand.

I would consider legal action to get repairs and recoupe your losses. I would also report Sears to your local better business bureau.

Good Luck

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Review
#427537 Review #427537 is a subjective opinion of poster.
Loss
$15000
Tags
  • ALL OF MICHIGAN AND ONLINE
With Official Company Response
A representative from SEARS showed up to my house to inspect my central AC system. After he finished inspecting the system he gave me an estimate of approximately $8,000.00 + to install a new furnace and AC condenser. I wasn't ready to spend that much money, so I asked...
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1 comment
SearsCares
Sears Response
#678686

Dear Sydnce,

My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry to hear of how your Home Improvement project was handled thus far. With the summer months upon us, and your parents having to deal with the extreme heat, it is clear that this matter with your central air conditioning unit needs to be corrected as quickly as possible. 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 (Sydnce), 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
#427062 Review #427062 is a subjective opinion of poster.
Service
Sears Installation
Loss
$6000
With Official Company Response

Sears in Columbus, Ohio - MIssing ice machine

Sears had three standing refrigerators standing side-by-side. On the far right was a unit for $399. In the middle was a unit I didn't want and on the far left was an identical unit to the one on the far right except the far left unit had an ice maker installed in the top freezer. This unit was $429. I commented about the ice maker to the sales person that was assisting me. Obviously the increase in price was due to the presence of the ice maker. Paid cash for new refrigerator with ice machine. Installed refrigerator... no ice machine. Store fails to provide ice machine. pkweagle@gmail.com
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1 comment
SearsCares
Sears Response
#678678

Dear Pkweagle,

My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry to hear of the trouble you have encountered with your new refrigerator purchase. We can only imagine how disappointing it was for you to have your new refrigerator delivered/installed, only to find out it is missing a key feature that you wanted. We would like the chance to work with the store in question, and ensure that a satisfactory resolution is found for you. I do see that you provided a contact email in your post, and I have already forwarded this to our Sears Cares team for attention. A case manager should be in touch with you regarding this experience within 24 hours. We appreciate your business, and look forward to speaking with you soon. If you’d like to provide a good contact phone number, please send us an email at smadvisor@searshc.com. Please make reference to the screen name (pkweagle), that you used to post to this site.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Review
#426911 Review #426911 is a subjective opinion of poster.
Loss
$50
Tags
  • refusal