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Sears in Hermiston, Oregon - Poor follow through customer service

I have a dremel rotary tool and multi-max oscillating tool, I went to the Sears Store in Kennewick Washington and bought a craftsman flexhose attachment that says it will work with the dremel rotary tool. The flex hose stopped working with in a couple months and we called the craftsman customer service line and they said to take it in to our local sears and they can have it sent in, (our local sears is in Hermiston Oregon. so we took it in to our local Hermiston store in November of 2012 we did not know it but it was the manager that we had given it to who really didn't seem like he even wanted to be there. (this is a small store in a small town so not really that busy) He told us it would be about 6 months so we timed it to be mid - may 2013. He said when they get this they will either repair it or send us a new one.After the 6 months wend by with no word we started calling and the craftsman people said they had no record of ever getting it and the local store said they don't know what happened to it. The local store after several calls said ok we'll order you a new one and have it mailed to your home they after a week we called them back and then was told in their book accessories are not covered (I just wanted it fixed i didn't care if I had to pay for it at that time now it's a matter of principal and respect) not it's June 25th and now the manager (mike) has gone on vacation. asst manager (will) can't do anything and they have a 3rd manager who won't deal with us. and My partner told Will we want the broken part back and we'll fix it but it has mysteriously disappeared.
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Review
#423226 Review #423226 is a subjective opinion of poster.
Service
Sears Repair
Loss
$35

Sears in Walled Lake, Michigan - Parts of a riding mower

I am trying to purchase new plugs, battery and filters for a craftsman riding lawnmower. The service department is the worst I have ever seen. Its been a three week ordeal so far to find someone who can fill this order. I have now resigned to placing the plug, and filters with the sears online service. No one at Sears can help me with a battery so I will handle this in another way. Because service is so poor at sears I would highly recommend not purchasing anything from Sears that might require service at some point. Once I finally get the parts I need I will over purchase so I do not need to deal with Sears for a few years.
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1 comment
Anonymous
#975984

If you live in Walled lake, Murray's Auto parts has all the plugs, filters, etc. for your riding mower or tractor.

And cheaper than Sears to boot. I've always gotten everything I needed for my Craftsman tractor there.

Also, no, I do not work at Murrays.

Review
#423075 Review #423075 is a subjective opinion of poster.
Loss
$250

Sears made me beleive online rants

I used to think most online rants were by people who had one off bad experiences, former employees, and others who like to gripe and complain. However, after four rather large purchases in just over a year. things are different. The first of these was about a year ago and started out as expected. Needing a lawn mower and running a little short on cash I decided to check into their financing when I was asked, although I don't generally finance such things. Anyway, I said yes when asked about applying for Sears/Citi credit on a $1300 mower. To the clerk's but not my surprise it was approved and I was now the owner of a brand new Craftsman riding mower and $11,700 extra room on the credit extended by Sears and Citi with no interest for a year. Two months later I had replaced both mandrels on the mower at my own expense, not because I was turned down but me thinking since I had sort of tall grass when i first got the mower, maybe that was the cause of quick trouble to the deck of the mower. About the same time, I was hit for some kind of finance charge that was resolved easily enough and six months or so later, had replaced three more mandrels and paid off the mower. After some discussion between my wife and I, although we knew no mower would be bought by us from Sears, we decided there was no reason to count them off the list when we were looking for a new fridge and mattress/box springs. In the end we ended up buying both plus a dish washer a little over a month ago. This time though, things were not as smooth from the beginning. There were fliers on every bed touting two free pillows with the purchase of one of the higher end Sealy mattresses similar to this offer: "Receive FREE Double Zone pillows with the purchase of qualifying Sealy mattress sets Sold by Sears Offer ends 06-Jul-2013", except even though our purchase was in May, we found out later, this offer ended in February! We then moved on to the Kenmore Elite fridge where we were impressed by the bottom freezer, Kenmore connect self diagnosing, and overall design. My wife by then had spotted a matching dish washer. I was bothered by the 3 month old fliers for the pillows so told the woman there was no way I was buying 4 or 5 thousand dollars worth of product at once without the free pillows. Her "boss" eventually said OK to the pillows but she would have to order them and the mattress set since they didn't stock king size, so we made the purchase and got an extended warranty on the fridge. 20 - 30 minutes later, after they had to call in someone to help me load the refrigerator and dish washer, came the next bother when I had BUY some string to tie them in the truck. A week later the tray of the ice-maker had cracked oddly enough and we called and the agent told us it was easy enough to change our self so she was sending the part. It came and after some effort and several tools to remove the old ice-maker, discovered it was the wrong part! The next phone call to Sears support line was not so easy, in that it took no less than six people to try and figure why WE had ordered the wrong part. It was hours later when I got a call back to say that our "case" had been escalated and we would now resolve this issue quickly and our repair would be done by a technician on Wednesday. Thursday i received another call to say our new part should arrive on Friday and a tech could come the following Tuesday or Thursday. Well, better late than never. In the mean time, about 2 weeks after the purchase, I got a call from the actual store where we bought saying they had only ordered and charged me for one box spring and to their surprise our king size mattress needed two. So $200 and another week later, i should have my new bed delivered for free. So Thursday and Friday pass and no bed. Saturday they say oh no it will be the following Thursday morning, there must have been a misunderstanding. ( At least with all this trouble and my glass half full attitude, we surely were about done). NO! Next, I get a call saying the delivery would need to be after 5 p.m. since they had another in my area, would that be alright. Yeah, sure, why not, I made arrangements to have someone there and it was delivered with a small twin pack of pillows for our new king size bed. Friday brought the other ice-maker part which is the same as the first wrong part. Saturday, now Sunday brings me to looking for a manual for my new refrigerator only to find Sears support site saying perhaps I should search for my model number in the parts search because my multiple searches for model number shows no results. In frustration I open a new tab and Google Searssux.com to find several sites and laugh. After at least five more tries to find my manual though, I still had this tab open and type this. So with 4 rather large purchases, I have had at least twice that many problems and half that many are being used. By the way the year old mower sets in the back yard while we mow with another one bought since then. We installed the dish washer the same day as we bought it though and (fingers crossed) has worked fine.
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Review
#422590 Review #422590 is a subjective opinion of poster.
7-18-12 we purchased a Kenmore model #153330290 gas hot water heater. It was installed on 7-28-12. May 24th 2013 it went out. Call Sears service and was advised a) it was not under warranty and b) it would be 1-2 days before a technician would be here. Called a...
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3 comments
Anonymous
#1171898

Yes! Junk!

I have the same model and the relief valve failed 11 months after it was installed. Called and they would not send me a new one, said I had to have a technician make a service call for $100 and they would determine if the valve was faulty. Have to replace the thermacouple (2nd one in two years!). And it made a loud hum every time the burner turned on.

Sears is aware of the issue but will not recall/repair it under warranty.

The sound is vibration coming from a heat shield in on the back side of the burner. Will NEVER buy Kenmore or anything from Sears again!

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Review
#422565 Review #422565 is a subjective opinion of poster.
Service
Sears Installation
Loss
$975
Tags
  • jlc49

Sears in Ripley, Tennessee - *** delivery service

On 6/20 we made a purchase of washer that was scheduled for delivery on 6/22. We never received the phone call on 6/21 with the delivery window so WE had to call the 800 number and was told our delivery window was 11:30-1:30 on 6/22. By 2:30 on Saturday WE had to call to about our delivery status as no one had contacted us.We were told we were #7 on the schedule and they were currently working on #4. By 8pm we STILL didn't have a washer nor had we received a phone call. At 9pm we contacted delivery and rescheduled for Tuesday 6/25. At 9:30 the driver called (house phone even though instructions said to call the cell) and we agreed to a SUNDAY delivery between 9-9:30am. At 11:30, no washer, no phone call, I left for Sears to cancel my order. I was in the process of doing so when the driver called AT 12:30pm to say he was at my house. The appliance mgr asked if he would wait 20 minutes till I got home and the driver agreed. I was home in 15 minutes and my renter said the truck left at 12.35pm. I called the mgr at 12.50pm and told him to run a credit for the purchase. I am VERY unhappy with Sears' delivery department and was only offered $100 credit for my "troubles" by the appliance department mgr. I feel your delivery team at the Cool Springs Galleria is unprofessional. They lack common customer service skills (i.e. phone calls) and the ability to follow instructions (call the cell number NOT the house number). I wouldn't trust them to plug in a lamp let alone install my washer. This is the last time we make a purchase at Sears.
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Review
#422558 Review #422558 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1300

Sears Service is a joke!!

In late May, 2013 I called Sears Repair because my three year old Frigidare washer was not working. I purchased a 5 year protection plan when I bought the washer. On May 31st a serviceman came and said ,"We needed a part" and ordered it. On June 7th he came and installed the part, I washed two loads and it didn't work again! I called Repair again and they sent a repairman on June 12th and he said, "Needed to order parts". New appointment on June 18th, repairman came and said it was repaired. Ten minutes after he left, it went down again. New appt. on June 22nd, repairman arrived with parts, said it was fixed and left. Two loads washed and down again! New appt. June 26th! Where do they get these repairmen? I would NEVER buy anything from Sears again!
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1 comment
victor.chin
#668634

sears warranty suxs... i've had a broken ice maker for 2 months. 10 calls and 4 tech visits later, still not fixed.

Where can we go to escalate this? Apparently i've gone up as high as i can with their warranty department "Customer Solutions"

They failed to provide a solution.. HELP

Review
#422516 Review #422516 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500

Sears in Pinedale, California - Can't redeem points, hmmm...

Sears points ... They send you an email saying you have so many points, click here to redeem, click there and it says go to this site, go there and you have to fill something else out and they email your pin code to you, fill it out and the email is the first email again... Round and round and still no pin code? Ok. Whatever. Spent over a grand and supposed to get $91 in points but its impossible to get. Won't shop there again. I'd rather they didn't offer stuff they can't deliver. And this is *** that I have to enter 100 words. Why? Why? Why? Lol....
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Review
#422188 Review #422188 is a subjective opinion of poster.
Loss
$91

Mail from Sears shipped UPS

This is the 3rd time my Craftman tool from Sears was delivered by UPS with the package torn open and up to half the tools were missing. The first order was returned to local store. The second order was missing 30 pieces. Sears shipped just the missing tools. When it arrived today there were only 6 pieces in a torn package delivered. Just got back from Afghanistan and trying to transition into civilian life. My new job depends on these tools. Sears needs a shipping company.... Can you say FedEx!!! Sears only answer is to keep returning for a refund and reorder the set. Of course the sale is off now. You would think they would want to resolve these kinds of issues. They end up being passed along to consumers though. No wander the continue to loose money!
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Review
#421998 Review #421998 is a subjective opinion of poster.
Loss
$360
With Official Company Response
i am talking to a sears rep on the phone right now and it seems that they hire elementary school drop-outs. first person I talked too accused me of giving the wrong phone number when there should be 2 numbers got snide and when asked for a supervisor he disconnected...
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5 comments
Anonymous
#1109875

i am agree too!! sears don't know how to deal with customer at all~!

when i lost my sears card, so i called with my cell to report and ask for them to ship me another one, and i provide them my ssn for verification, but they said sorry since you call with cell phone number that has not in the system, they can't process and asked me to use my home phone to call them back, wtffff!!

all i am asking to ship me a new card, and i gave you my ssn is not enough for verification!?? pissed me off!

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Review
#421806 Review #421806 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

Sears in Santa Fe, New Mexico - Kenmore Elite Refrigerator Broken - Two weeks for service call

Update by user Jul 22, 2013

Sears apparently monitors this site because after posting to this site I was contacted by Sears Executive Office. They expedited the repair of the unit.

They also offered monetary redress for the problems I was having.

On the one hand, that is a great result. On the other hand, it is unfortunate that it took posting a negative online review to get what I was already entitled to.

Original review posted by user Jun 21, 2013

I bought a Kenmore Elite 27 c/f refrigerator in 11/12. Recently it started running all the time. Then it just quit. Period. Nada. Zip. Zilch. Called Sears warranty service and they say to will be 14 days before they can get someone out to fix it. Yup, two weeks without a refrigerator. Really? Yup. So Sorry but nothing we can do. How about sending me a new refrigerator? Nope, you are outside the 30 day return period. What if I call my own repair guy. Sure but it is on your dime, not ours. No reimbursement? Nope. Never again, Sears. You suck.
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1 comment
SearsCares
Sears Response
#667579

Dear santaferetiree,

We’re sorry for the troubles you’ve encountered with your refrigerator and how the call was handled when you reached out for assistance. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would be happy to speak with you and have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and to make sure you're taken care of in a timely manner. Please send the following information – contact #, screen name (santaferetiree) 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
#421797 Review #421797 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1799