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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

Sears review 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
David
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

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Review
#421797 Review #421797 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1799
I dropped off one-year-old Craftsman mower at our local Sears repair department on May 22 because it would not turn on when cranked. We purchased a three-year Protection Agreement when we bought the mower last March. I was given an estimate of June 5 for when I could...
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1 comment
David
Sears Response
#667632

Dear Anonymous,

We apologize for the troubles you had with your mower and how the repair of the same was handled. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like the opportunity to talk to you about this experience and provide any further assistance if needed. Please send the following information – contact #, screen name (Anonymous421479), 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

Sears Social Media Support

With Official Company Response
Review
#421479 Review #421479 is a subjective opinion of poster.
In November 2010, I purchased a Kenmore refrigerator and diswasher from Sears. I did not purchase an extended warranty, as in my experience these plans are usually scams, and you don't get any extra service beyond the original warranty. The refrigerator was...
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2 comments
Anonymous
#666853

To sum up your complaint.....you are insane. Total wack job.

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Review
#421311 Review #421311 is a subjective opinion of poster.
Loss
$699
Hello, I purchased a Kenmore Elite Refrigerator from my local Sears store in Dulles, VA in August of 2012. I was also convinced to purchase the Master Protection Agreement from Sears for 5 years and was told that it would allow me timely service and repair as well as...
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3 comments
Anonymous
#871814

I have same problem with Kenmore refrigerator. When I reset power cycle the refrigerator, the ER EF error display in control panel after 2 hours.

Dp not know what to do.

Do not buy any thing from Sears. No information in Manual.

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#421211 Review #421211 is a subjective opinion of poster.

Sears review 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
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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#420218 Review #420218 is a subjective opinion of poster.
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  • good price

Sears review: 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
David
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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#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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#419532 Review #419532 is a subjective opinion of poster.
Product
Sears Website

Sears review 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
David
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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#419472 Review #419472 is a subjective opinion of poster.