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Whirlpool & Sears customerNOservice

Purchased a Whirlpool GOLD bottom freezer/french door refrigerator and extended warranty. $400 warranty to extend total warranty period to 36 months. Refrigerator not cooling today. Lost all the food. Freezer still cold, so there's that. Protection agreement expired FOUR (4) days ago. Imagine that! Called Sears Customer NO Service and that is exactly what I received. NO service. Words to live by. I lost the $400 extended warranty payment + $200 worth of food + $200 (at least) repair call Lessons learned: 1) Never buy the extended warranty 2) Never shop at Sears 3) Never purchase a Whirlpool product Worst experience evar.
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Review
#413039 Review #413039 is a subjective opinion of poster.
Loss
$800
With Official Company Response

Sears in San Bruno, California - Idiots who work here

Do not shop at Sears. My sister got an e-receipt telling her that she bought something at Sears when she did not. Can you imagine the horror on her face when she received the email? The sales associate did not bother checking the phone number. The sales associate knows this person who bought the blouse and received the sales discount. The e-recipt said that the person used her ATM card and received cash-back from the purchase. My sister thought someone was impersonating her. She should not have received the email in the first place. These people needs to verify who is who if they want phone numbers in the system.
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2 comments
garfield8
#671454

Sears cares contacted me telling me that my sister passed out her phone number Tia complete stranger. No one gives out phone numbers to people they don't know.

Luckily, her bank did not charge her, but it still should not have happen anyway ! Not shopping at Sears anymore since they don't verify who is making the purchase before the customer received the e-receipt

SearsCares
Sears Response
#657573

Garfield8, we are sorry for any distress and inconvenience your sister has encountered with the e-receipt she has received. My name is Liz and I’m with the Sears Cares Social Media Support team and we would like to help.

We would like the opportunity to have one of our dedicated case managers contact your sister in order to ensure a proper feedback and an end to her frustrations. Please have your sister send the following information-contact#, screen name (garfield8) and the phone # used at time of purchase to smadvisor@searshc.com.

Thank you, Liz R. Social Media Moderator Sears Social Media Support

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Review
#412984 Review #412984 is a subjective opinion of poster.
With Official Company Response
Nov,24 2012 I purchased a sole F80 treadmill. I informed associate that I run EVERY DAY with an average distance of 4-8 miles a day, and he assured me that this is the model I needed. Jan,1 2013 this defective tread mill was replaced with same model, motor overheating...
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2 comments
Anonymous
#925082

Wait til they will give you a refund, but only if you disassemble, box up and pay to ship somewhere. Good Luck.

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Review
#412946 Review #412946 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1685
With Official Company Response
I purchased a nice Husqvarna Rotary Lawn Mower in May last year. I use it only to mow my home yard. (1/2 Acre) Only the hard to ride areas. I mowed my yard one time this year and second time mower would not stay started. I took it along with my receipt and Manual back...
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5 comments
Anonymous
#748459

We have learned that this winter en we purchase a snow blower that we will buy in from our local equipment company and NOT Sears. We have had nothing but trouble with Sears and so we are going to go elsewhere this time. Hope you can get your issues resolved.

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Review
#412690 Review #412690 is a subjective opinion of poster.
Loss
$230
With Official Company Response

Sears Outlet Management team

I bought Kenmore fridge, it was delivered with 15 dings, when I made the purhcase only had one ding, on-top off that I called the sears rep. he said keep the item i will exchange it for you. i had to kepp the fridge, come to out the next day the compressor blew out on $2200 fridge, I got such run-n-round with service call, lost all my food and medicine. Then they sent me Samsung which the ice-maker was not working. when I called the store manager in San Leandro he said I can refund you the money and you can buy from somewhere else, I told him send me email with his sugesstions and he never did. I have wasted over 6 hours, 16 phone calls and 9 emails. This location has the worse phone answering service, you could be on hold for over 20 mins...they never pick the phone...to tell the salesperson is busy.
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1 comment
SearsCares
Sears Response
#657028

Dear dezimann,

Please accept our sincere apologies for the difficulties you are having with the refrigerator you purchased through Sears Outlet Store. 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 issues from start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our assistance to help resolve your refrigerator issue. In addition, we do our best to make every retail interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. 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 the best contact phone number or the number to which the refrigerator is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (dezimann) 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,

Susan R.

Social Media Moderator

Sears Social Media Support

Review
#412640 Review #412640 is a subjective opinion of poster.
Loss
$695
With Official Company Response

Sears in Birmingham, Alabama - Ms. Shirley Fialkowski

My sears lawnmower has a repair contract through 2014. On 5/18/13, I loaded my lawnmower into my wagon, drove it about 20 miles to the repair shop, and listed the repairs needed as: 1. The bag is loose, and clippings fly out the back into the face of the operator. 2. The lawnmower is difficult to start sometimes. When the mower was returns from repairs, and I had unloaded it at my home, I found, NOTHING HAD BEEN REPAIRED. In fact, the clippings flying out of the loose bag had worsened. It was difficult to start. AND, someone had charged $41 for a battery, which was not provided. My telephone call to customer service, Rosie, resulted in the information I would have to take it back to the repair store, necessitating an extra load/unload on my part. Rosey, customer service, refused the request that Sears come to my home to do the repairs already charged for with the warranty.
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2 comments
Anonymous
#664386

Sears isn't even doing their own repairs anymore. They send the repairs to another company!!!

Maybe you should feel lucky you got it back quickly, though I can see why.

I JUST got my mower back after being wo it 5 WEEKS!!! Absolutely horrible......never again

SearsCares
Sears Response
#656990

Shirley Fialkowski,

I am Liz and I am a member of the Sears Social Media Support Team. I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your lawn mower repair. From your post, I can see how irritating is to have the mower sent in for repair and it still is having the same issue. Even more, I find it frustrating to receive poor customer service when trying to rectify the situation. We would like to contact you and further discuss your recent experience and see if there is anything we can do to make this right. 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 phone number and the phone number the movie was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Shirley Fialkowski) 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 Team

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Review
#412577 Review #412577 is a subjective opinion of poster.
Service
Sears Repair
Loss
$200
With Official Company Response

Sears in Moses Lake, Washington - Missing items

I ordered several hundred dollars in tools from sears.com around the 15 of the month. Received the order a few days later only to finds I'm missing almost 200 dollars in tools. I call customer service first thing Friday morning to have them tell me I can reorder the stuff at 10% and they might refund my money when they do an investigation. I said no I would go somewhere else and I want my money back... Well they can't do anything. Now they are saying they aren't liable ups is because they put the items in the box. Well the box was not damaged no wholes no dents nothing to loose socket sets and stuff like that. The customer service team has yet to email me the investigation number and stuff I requested even though I have called back every morning requesting it again and again. They continue to ask me the same questions over and over again like they don't even have it documented and they still haven't provided me the tools or my money back. Keep in mind I'm a mechanic and needed that stuff ASAP which they don't seem to care at all even though I have a baby at home to feed. Never buying from them or an of the subsidiaries ever again!!!
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2 comments
Anonymous
#749004

I think there is a lot of taking involved by the staff. Just my opinion.

Seems you can't trust anybody at that store including the social media people. They want everyone to see they "care" but when you get down to brass tacks they offer a gift card which they never send.

Seems to be a constant with these people. I am curious to see if the stores will actually stock th sale items they are advertising for Black Friday or will they bait and switch again.

SearsCares
Sears Response
#656644

Missing items, we are sorry to hear of the difficulties you have experienced in reference to your online tool order. We'd like to look into this issue further and offer our assistance. Please send the following information – contact #, screen name (Missing items), 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

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Review
#412321 Review #412321 is a subjective opinion of poster.
Loss
$200
With Official Company Response

Sears push mower a piece of junk

Purchase (2) 140cc side discharge mowers late in 2012. The salesman sold me on the 'self priming' unit which at the time sounded like a good idea. Used each for less than 3 hours each. Fast forward May, 2013: One mower will start only with starting fluid forced into the carb, the other won't start at all. No obstructions in the fuel lines, carb cleaner used (after 3 hours?!) Sears will not warranty since I did not purchase the extended warranty. I posted a scathing review on the Sears website that resulted in an email (to which I responded but have not heard anything). Also, they won't post my review. What a horrible way to treat customers.
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2 comments
janscot12
#672890

UPDATE After my post here (which still has never shown up on the Sears website) I was contacted by Sears to address my concern. Before this, I contacted Briggs and Stratton who told me that the engine is warranted for 2 years and I could take it to a non-Sears repair shop (only a few) that will actually work on and warrant Craftsman mowers.

Subsequently, after much back and forth with the Sears Social Media person - not the one who posted here, and an offer to replace the mower with the same model (as if I am an ***), they were able to shut me up with a replacement of another model. While this was appropriate for a mower that was in service for about 2 hours, it was a pain in the butt. Upon return of the old mower their service department again told me 'just because the mower doesn't start doesn't mean it's a warranty issue' proves that they are after the extended warranty business. I refused to engage them, even when the store manager tried to sell me an extended warranty on the replacement mower!!

Worth the grief and aggravation? I guess it depends on whether of not the new mower starts next spring.

SearsCares
Sears Response
#656672

janscot12,

I saw your post here and I want to apologize for the difficulty you’ve had with your lawn mowers. I can understand how frustrating it is when something you purchased does not perform as expected. My name is Dianne with Sears Social Media Support team and we are a single point of contact for escalated concerns such as yours. At your convenience please send the following information – contact #, screen name (janscot12), 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

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Review
#411379 Review #411379 is a subjective opinion of poster.
Product
Sears Website
Loss
$400
Tags
  • good idea
  • Craftsman sears mower
With Official Company Response

Sears Cons Elderly Parents

Signed a contract with sears to buy a 16 seer, 5 ton Carrier Comfort unit with a 10yr parts warranty. Sales person said installation would only take 1/2 day since I was only buying a condenser unit and evaporator coils. This is what the salesman from sears promised and what is on the contract. This happened in Houston, TX. They installed a 15 seer unit with 5 yr warranty and work took all day. The sales person and the sears ac program coordinator will not return calls. I don't know what to do from here. It was bait and switch. I think this is fraud. This experience should scare anyone. Need advice. I also want to warn anyone who wants buy high-dollar appliances from Sears. There will rip you off. Not interested in the customer after they have your money!! Learn from what happened to me. Go else where, better to buy from a company who is honest.
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2 comments
Anonymous
#749009

Call the state attorney general in your state to let them know you were defrauded.

Also let your financial institution or the card you used and challenge the charges.

Good luck. Next step is a lawyer......make THEM pay for it.

SearsCares
Sears Response
#657558

Anonymous411195, My name is Liz and I am with the Sears Social Media escalations department. We truly apologize for all of the troubles that your parents have experienced their appliance.

It is our goal to provide our customers with the highest quality customer service and from what you indicated in your post, we have fallen short of that mark. We would like to contact your parents and further discuss their recent experience and see if there is anything we can do to make this right. 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 phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly.

In addition, please include your screen name (Anonymous411195) 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

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Review
#411195 Review #411195 is a subjective opinion of poster.
Service
Sears Installation
Tags
  • Sears air conditioner review
  • sales person
With Official Company Response

Update by user Jun 24, 2013

Update: Sears came through and did the right thing! Once my case was escalated (not real easy to do) a CS specialist took over and my mower was fixed a week earlier than fist scheduled. They even sent me money to compensate me for the two weeks my mower was broken....

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1 comment
SearsCares
Sears Response
#657421

Dear Cheerupfarm,

We’re sorry for any inconvenience and frustration you’ve encountered with your tractor and the attempts made trying to get a working one. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (Cheerupfarm) 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
#411030 Review #411030 is a subjective opinion of poster.
Service
Sears Repair
Loss
$100