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Sears in San Francisco, California - Hot water tank warranty

we have had a warranty on our hot water heater for many years....we had to have one replaced in 2007 and as promised, there was not charge to us!!!....in May of this year, the tank leaked and we called sears warranty...they said no problem the tank would be replaced at no charge.....an hour later sears representative said we had to pay $136.73 before a technician would come to replace the tank...said had to be paid "up front"...then when the technician came, he said there would be an additional $300.00 charge...since we purchase all new hoses, etc before he arrived, he lowered to $86.69....so, did Sears lie? if policy was changed, we should have been informed when we renewed the warranty policy....THEN, when we submitted a complaint, Sears emailed us that it was submitted to the wrong department and we had to contact someone else....Sears representative took the complaint, so why didn't she know what department to submit to? Inefficient to say the lease....why purchase the warranty? not an economical decision...payments for warranty over years, then charges at replacement?? we lost money and convenience ...
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Review
#420243 Review #420243 is a subjective opinion of poster.
Service
Sears Replacement
Loss
$223
With Official Company Response
I ordered a pair of expensive sunglasses from a sears marketplace vendor called Optics fast. Had a good price so I got them. Day before they were to be delivered I got an email saying the item was damaged and couldn't be replaced because it was discontinued. Well not...
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4 comments
Anonymous
#667892

UPDATE: So after reading the reply by sears I decided to contact them to try to resolve my order. After several calls and re-directs I finally got a case manager on the phone.

Was eventually told sears could do nothing to fulfill the order since it was a third party vendor and not sears.but they offered me a $25 gift card that would be emailed to me. That was fine with me.made me feel like at least they were trying to make it right.EXCEPT THAT I NEVER RECEIVED THE GIFT CARD. ITS BEEN TWO DAYS! Maybe they have really slow email.

Whatever, I'm over it and done with sears. I will be cancelling my sears card as there is no point having something I will never use again.

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Review
#420218 Review #420218 is a subjective opinion of poster.
Tags
  • good price
With Official Company Response

Sears - Repairman never showed up!

I had an appointment with Sears for my dryer repair. The morning of the appointment I called to confirm and the automated system confirmed between 1-5 they would arrive. At 4:30 I called to confirm again, they lady on the other end that could not speak English well informed me that the system said "need to reschedule". When I began to question her she said I just needed to reschedule. I asked if there was a Manager I could speak to and all of a sudden the call was disconnected. I have been dealing with Sears for more than 50 years, bring customer service back to the USA, until then I'm done with Sears!
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2 comments
SearsCares
Sears Response
#666295

Dear Nybyrd66,

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the troubles that have occurred with your dryer repair. 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. From your post, we can see that this has been a source of great frustration for you and we would like to assist. My name is Liz with the Sears Social Media Support team and we are a single point of contact for escalated concerns. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (nybyrd66) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

Anonymous
#666864
@Sears Response

If this is an honest attempt to correct a problem,

thank you.

All any consumer has ever asked for is to be able to purchase a decent product for our money, and the knowledge that the company that sells the product stands behind it's advertising.

It would certainly renew my faith in shopping at Sears

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Review
#419574 Review #419574 is a subjective opinion of poster.
Service
Sears Repair
• I’ve tried for 3 days to order a dryer that I saw in the local store online because I hadn’t quite made up my mine while I was there and was told I could order online – though its crazy I could use a Visa card online but not if I called back to my local store to...
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2 comments
Anonymous
#748440

Consider it a gift that you were not allowed to buy anything. Hope you didn't buy anything

Actually go to the store and give them your money. Once they have it, you are sunk.

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Review
#419532 Review #419532 is a subjective opinion of poster.
Product
Sears Website
With Official Company Response

Sears in Gettysburg, Pennsylvania - 10 month old top of line Kenmore washer not working

Bought an expensive front loader Kenmore elite last summer; 9 months later it isn't working properly. Had service app't. for between 8-12. At 10:30 automated phone call saying tech was delayed. Called back 2 more times. Once disconnected. Asked operators what country they were in; evasive but non native English speakers "couldn't tell me." Cheerily told tech would be here between 1:15 and 1:45. Sears not the Sears of old time reputation. Now a multi national. Products not made with pride; service "system" not reliable. So sad to see another American company go multi national, and its quality down the toilet. Buy elsewhere.
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2 comments
SearsCares
Sears Response
#666556

Dear Anonymous,

Please accept our sincere apologies for the inconvenience and distress we have caused you and your family. We acknowledge and understand that each time our technician comes to your home it is you, our customer who has to make themselves available. If the technician is late or doesn’t show up it is you who misses some part or all of your day. This is not acceptable to you and certainly would not be acceptable to me should I be in the same situation. My name is Susan with Sears Social Media Support Escalations team. We would like to connect you with a dedicated case manager to monitor the repair process and ensure that your washer service needs are met. This manager would be available to you to speak with for any questions or help with this repair process. 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 (Anonymous419472), to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

Anonymous
#666856
@Sears Response

If this is an honest attempt to correct a problem,

thank you.

All any consumer has ever asked for is to be able to purchase a decent product for our money, and the knowledge that the company that sells the product stands behind it's advertising.

It would certainly renew my faith in shopping at Sears.

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Review
#419472 Review #419472 is a subjective opinion of poster.
With Official Company Response
I WILL NEVER AGAIN BUY SO MUCH AS A SOCK FROM THIS COMPANY!!! THIS STORE BY FAR IS THE MOST DREADFUL OF THIS LOW END CHAIN I HAVE YET HAD THE DISPLEASURE TO DEAL WITH!!!!! Purchased a $1500 mattress set on 5/31 . Promised delivery on 6/3. Actual Delivery on 6/13....
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2 comments
SearsCares
Sears Response
#666562

Dear Anonymous,

We would like to offer our sincere apologies for the issues surrounding your recent mattress and foundation purchase. We strive to provide top notch customer service to each and every one of our customer and we're sorry to see that we fell short of that mark in this instance. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle situations from start to finish with one dedicated case manager. . 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 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 (Anonymous419156), to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#419156 Review #419156 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1400
Tags
  • Charged for defect
  • not as advertised
With Official Company Response

Sears in Atlanta, Georgia - Debit Card Charged Twice for Same Repair

We had the service unit of Sears, A&E, out to repair our washer. The technician ordered the part and charged us $269.60. We realized that they charged us for a warranty plan without us authorizing. Next few days spent on the phone with outsourced customer service. Transferred eleven times over 1.5 hours. Finally gave up on $28.25. The next day, they again charged my debit card $269.60. Won't admit fault, claim they have processed refund. I have filed police report, FTC complaint, bank is disputing charge and I will file magistrate claim on Monday. Sears must be hard up to rip off customers. #willneverbuysearsagain
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1 comment
SearsCares
Sears Response
#667617

Dear fergrule,

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. We’ll be happy to look in this double charge and make sure this matter is taken care of to your satisfaction. Please send the following information – contact #, screen name (fergrule418940), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

Review
#418940 Review #418940 is a subjective opinion of poster.
Service
Sears Repair
Loss
$270
Tags
  • Taking no Sears prisoners
With Official Company Response
On 5-29-13, I ordered a refrigerator from Sears. It was suppose to be delivered on 6-3-13. I received a call asking me to call to set-up a new delivery date. This was acceptable because of problem in their warehouse. Delivery was rescheduled for 6-6-13; there no call...
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3 comments
Anonymous
#748444

The next time you talk to someone RECORD the conversation and then you have proof of what was said. Check to be sure your state allows that and then contact your attorney general and the better business bureau in your state. Good luck

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Review
#418934 Review #418934 is a subjective opinion of poster.
Service
Sears Claim
Loss
$2476

Sears - Worst possible customer relations

I purchased a stove online through Sears online chat and was offered a certain price. When I called the delivery # I was told they couldn't give me the product at that price so I cancelled the order but they had already put the price on my Visa. I wrote customer service to complain and the person gave me a smaller discount than I was quoted and reinstated my order which I never asked for, wanted or authorized so I cancelled that too. After over 10 calls and emails I finally got an email saying they had refunded the 2nd credit amount but it is still $80.00 short of the actual first billing, after complaining to anyone who would listen they are just ignoring me now as a "troublemaker" but I still am out $80.00 because of the unauthorized reinstatement of the order. I will never deal with Sears again, they are rude, unprincipled and dishonest.
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Review
#418735 Review #418735 is a subjective opinion of poster.
Service
Sears Delivery Service

Update by user Jun 14, 2013

The day I wrote this review, I received a call from a Sears regional manager. He asked me to explain what had happened.

When I finish, he said he wanted to make things right. He offered me a $200 gift card and removed the delivery fee if I would reinstate the order....

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Review
#418203 Review #418203 is a subjective opinion of poster.