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With Official Company Response

Sears in Saint Louis, Missouri - Ridiculous cost of replacement ice cube tray

In October of 2010 we bought a side by side Kenmore from our local store in Farmington. Until April of 2011 it worked just fine. But at that time we started to notice a very thick coating of ice on the far left side of items in the freezer. I couldn't get my husband to look at the freezer until the coating of ice made it difficult to open his ice cream. When he did find the problem it turned out that the plastic ice cube tray in the ice-maker was warped and allowed water to flow out of the ice cube tray and down the left side of the freezer. The repair part should have been a replacement of the plastic ice cube tray. It was not. In order to fix the problem we had to replace the entire ice-maker.The customer service person I talked with was very nice and managed to get her manager to authorize a $30 discount on the ice-maker but I still had to pay much more than seemed reasonable. I generally only buy appliances from Sears but the cost of getting a replacement plastic ice cube tray has convinced me that Lowe's will be my destination when I need to replace my aging appliances.
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1 comment
SearsCares
Sears Response
#641615

Anonymous,

My name is Liz and I am with the Social Media Support Team. I saw your comment and wanted to reach out to you on this issue. I am sorry to hear that we have let you down and would like to offer some assistance. I can see how frustrating it is to have your ice make stop working properly and pay an additional cost for a new ice maker. We would the opportunity to have one of our dedicated case managers contact your with possible options to resolve this matter in a timely manner. 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 ice maker is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous402857) 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

Review
#402857 Review #402857 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

Sears in Albany, New York - Complaint with Kenmore Dish Washer Elite.

We have a Kenmore "Elite" Dishwasher. First let me say, " If this product is their so called " Elite" Model, I would certainly not want to be a customer that bought one of their cheaper models??? NEXT Let me say that our problem is with the control panel covering. It is made of a cheap form of plastic coating. All the buttons are falling off. Why would they go cheapo on such an important part of this appliance?? When trying to find repair parts, such as a new panel overlay. I was told that I would have to replace the entire control panel at a cost of $135.00!! Talk about job security for a company?? Screw the customer must be their Company Motto.
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1 comment
SearsCares
Sears Response
#641022

Dear Anonymous,

My name is Trent with Sears Cares Team. We are sorry to hear of the trouble you are experiencing with your Kenmore washer. We would like the opportunity to speak with you and discuss some available options to resolve this issue to your satisfaction. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Anonymous 402758), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#402758 Review #402758 is a subjective opinion of poster.
With Official Company Response

Sears in Palm Springs, California - Crooks

I'll never shop at Sears again!!! When the introductory rate for the Sears card expired, it jumped to 25.24% interest and I was charged for the previous 6 mo. of interest all at once $303.58!!! They say that this is the standard interest rate for a retail card. Also, they asked me to agree to receive texts and calls on my mobile phone before they would let me through to their billing department. I always thought of Sears as having a good reputation and a company that is for the people but now I see that they are the worst of offenders. This is unacceptable. Shame on you Sears.
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1 comment
SearsCares
Sears Response
#641003

Dear Anonymous,

My name is Trent with Sears Cares Team. I am so sorry to hear about the troubles you have encountered with your Sears credit card account. We would like the opportunity to assist you with resolving any concerns you may be having. Citibank currently services Sears credit cards. We will be happy to put you in touch with a representative that can assist you. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Anonymous 402757), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Review
#402757 Review #402757 is a subjective opinion of poster.
With Official Company Response

Sears in Lorton, Virginia - Duct Cleaning Service

Trusting the Sears name, I contacted Sears Home services to clean my air ducts. When making the appointment I apprised the CSR of the vent count, to which he gave me a price. After the technicians arrived 2 of them asked to use the restroom to which I obliged. After the service was completed, the technician then charged $120.00 over the price that I was quoted. I informed the tech of the price difference to which he attributed to a CSR error and informed me that I needed to call the company for a refund. After the technicians left I discovered that the technicians that used my restroom had left *** in the toilet and on the toilet seat, had left the dirt from the vents for me to clean up. After climbing on a ladder and checking the ducts I discovered that the vents were not clean. I took a picture of the amount of dust in the ducts and forwarded the picture to Sears. Since the "cleaning", I have been trying to no avail to get Sears to refund my money for services not rendered. So far all I get is the run around with promises to have management return my call, which of course does not happen.
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4 comments
Anonymous
#641397

Recommend consumers visit the National Air Duct Cleaners Association. The National Air Duct Cleaners Association (NADCA) is a not-for-profit trade association that serves the HVAC inspection, maintenance and restoration industry.

With more than 1,000 member companies from more than 20 countries, NADCA serves as the focal point of the global industry. For information about professional air duct cleaning and verification of membership of certified air duct cleaners, visit www.nadca.com

SearsCares
Sears Response
#640999

Dear Anonymous,

My name is Trent with Sears Cares Escalations team. We were sorry to hear about your experience with our duct cleaning team. Please be assured that what you have experienced, is definitely not the level of service we strive to provide our customers. We would like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Anonymous 402753), to smadvisor@searshc.com.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

Anonymous
#641096
@Sears Response

Trent,

I have contacted Sears Holding Corporation several times regarding this issue. I have also forwarded to SHC a picture of my still dirty air ducts.

Each time I call I am told that they are unable to help me as the Escalations Department does not handle home improvement complaints.

I am then told that I must contact Home Improvements in order to have my complaint resolved. When I contact the Home Improvement Department I receive the run around.

SearsCares
Sears Response
#641519
@Sears Response

Anonymous 402753,

We understand you are very disappointed with us and we would like to assist you with your concerns. We do understand your skepticism and frustrations with your recent air duct cleaning. Our offer still stands and we would love the opportunity to speak with you to make things right. At your earliest 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 air duct cleaning was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous 402753) 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

View more comments (3)
Review
#402753 Review #402753 is a subjective opinion of poster.
Loss
$275

DO NOT SHOP SEARS

Well it is easy to see that the complaint negative comments well over shadow the positive feedback. Mine falls into the negative as well. I have been a sears customer for over 30 years. I have also been a Sears employee. I cannot believe how sears has allowed the company to go downhill in such a bad way. I purchased a dishwasher, stove, washer and dryer. I also purchased the extra insurance that is offered. Where the sales persons basically tells you anything at all happens to the appliances this insurance covers it . Well they tell a lie in order to make a sale. I decided to use my self cleaning option on my range for the very first time after 4 years of owning the range. The self cleaning option damages your stoves. It leaves burnt yellow marks where the heat(venting) comes out on the stove, such as the door and the main console. Guess what people?? The insurance you purchased does not cover this as it is deemed cosmetic. Remember the sales person??? telling you that this insurance covers it all (NOT SO).. The technician told me that the feature does this to all the stoves you just don't see it on stainless steel and black stoves. Mine is WHITE!!!. I like many others asked to have this situation escalated as I was stunned that the response was basically you are on your own the stove works so what if it is yellow we deem this cosmetic oh well so sad for you ...When you purchase a stove with a self cleaning option you use at your own risk this feature damages all stoves but the sales person does not tell you this. They lie and sell you insurance to cover all ..Yah right ..LIES...I called customer service they told me cosmetic not covered even though you paid for the insurance coverage. I explained to him that the feature is on all stove but it is unusable as it damages the stove. Customers are not warned . He spoke to his supervisor then I spoke to supervisor . Angelo (supervisor) said he would make a few calls and call me back . He told me to use Mr. clean or SOS pad on the stains. I told him I would not use SOS as it would further damage he agreed. He said he spoke to store manager and and that I should talk to them. I asked for number he gave me 613 741 8383. I asked for the name of the manager . He said I don't no the name. I said to him you just spoke to the person you told me and you do not no the persons name? He replied I did not ask. So I said to him you basically are trying to push me along to somebody else correct? I want to speak to a manager above you. He transferred me to Montreal Nilton Mendes. I explained to him the whole situation and he said I had a valid point. and he would discuss the issue with a manager but could only get back to me on Monday April 15 at around 5pm Monday April 15, 2013 Received no calls as promised. My situation still has not been resolved.Received a call from Sears regarding the technician call that was sent to my home. I told them that the technician was excellent it is the decision done by sears that this issue is cosmetic. The oven self cleaner is a feature sold on all ranges but the feature cannot be used as it will damage your stove. This is not told to customer when purchasing it. The bottom line is SEARS no longer cares about it's customers. They promise calls which are never returned...they sell you insurance which are basically worthless. People DO NOT Purchase that insurance you are wasting your money. DO NOT shop SEARS shop elsewhere such a Leon's or brick etc. It is very sad to see a company that was wonderful to it's customer being run down hill. I suspect we can say so long to SEARS in the not so distant future. I for one will never shop sears ever again and nor will my family .
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Review
#402300 Review #402300 is a subjective opinion of poster.
With Official Company Response

Sears in Pleasanton, California - Horrible Customer Service

We scheduled a service repair on our washer (4th time they've had to fix it).Gave us a 4 hr window on sat. sears called at 10:30 to let us know they'd be late.I called to ask for more specific time (since we were now givig up our saturday). they said between 1-3.We ran our errands and were back by 12:15. Note on the door that tech had already come and gone and we missed him.Called right away and they said he'd be back between 1-3. never showed. called again and they said he had come back again and we weren't here (blatant lie).called again and they said they could keep us on teh schedule and he'd be there by 8:00pm (on a sat!!) absolutely unacceptable.sears service is a total mismanagment and they have no respect for their customer's time.we now have to reschedule for next saturday and give up yet another valuable saturday waiting for sears. i would never buy from them again.HORRIBLE customer service.
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1 comment
SearsCares
Sears Response
#640492

mikmess5404,

Hi, my name is Brian with the Sears Cares team. After reading your post, I can understand why you would be voicing your concerns about how your repair has been handled so far. We'd like to offer our assistance in making sure your repair is completed as soon as possible and to your complete satisfaction. Please send the following information – contact #, screen name (mikemess5404) and phone # used at the time of purchase to smadvisor@searshc.com Again, we’re sorry for any trouble we have caused and we look forward to speaking with you soon.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#402172 Review #402172 is a subjective opinion of poster.
Service
Sears Repair

Sears in Eugene, Oregon - Deceptive warrenty on refurbished computers

most sears computer warranties are 1 year but a few are only 90 days. I bought one that had a 1 year listed but wait when it was confirmed it was a 90 day only. Did not notice the change till 13 weeks later when it died and cost me more than the original price to repair. could have bought a used one and taken my chances but I thought sears was trustworthy. now they will only say sorry charlie but GET THIS, when I try to post a negative comment on their sales site they block me. It says cannot create screen name. I tried 40 times with all combos as instructed and got "can not create screen name and name already used. WHAT OUT FOR SWITCH AND BAIT
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Review
#402113 Review #402113 is a subjective opinion of poster.
Loss
$150
With Official Company Response

Sears Oasis washer

i bought a sears oasis washer with extended repair plan. the macine needed repair within 3 months of purchase. the incompetent serrvice repairman took 2 months to figure out what to di, in the meantime he brought me a washer until he "fixed" it. it has been servced two times after that, and now since february 17, 2013 i ahve awited for it to be repaired. the same incomoetent *** showed up, and said it wasn't broken. i had to call at least a dozen times fo thier customer solutions where the call center operators say they have no supervisorws and they are the top level. they told me i had to find a local repairman, which I had to pay for, since i live in a small town I could not find someone to come, i fussed with sears for two months . they finally sent a repairman who siad "it is broken, i have to order parts, it wil take 2 -3 more weeks to get and then when i have time i shall reuturn". i again called customer solutions who siad 'rent a machine, oay up front and we will reimburese y9u" problem is the only rent a place will nly renbt for minimum of 6 months. i called custmer solutions back and they said oh well . so, i have paid clos to $1,000 for a machine, which has brokne 3 times and have paid for sear's extended repair plan, and still can't use it. sears repairplan suys after so many attemps they will replace.i don't know how long i have to wait for this piece of ____to break again, if and when it is fixed for them to replace it. francesca
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1 comment
SearsCares
Sears Response
#639720

Anonymous402015

My name is Liz and I am a member of the Sears Social Media Support team. Please accept our apologies for the troubles you have encountered with your washer. I can truly see how frustrating it can be to have your washer to stop working properly and receive poor customer when calling us to obtain a resolution. 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 washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous402015) 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

Review
#402015 Review #402015 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500

Sears in Grand Rapids, Michigan - Home Owner

Decided 14 months ago to get a new fridge. My old one was 20 years old and ugly, although working perfectly. We replaced it with a $1,400 very attractive, bigger Kenmore fridge. 14 months later the fridge is dying, sounds like it is exploding. Trusting the Kenmore name brand we did not buy and extended warranty. They offered us, "10% off a new fridge from Sears" or to buy a new warranty for $275, which if they still could not fix it, would give a a $500 voucher back for "a new appliance from sears". Three generations, from two separate families - Gone!! All other purchases will go with it as well: paint, clothing, exercise equip., etc. Will not step back in the store, nor will my parents, my husbands parents, or any of our soon to be adult kids! Wow, Home Depot and Best Buy have treated me so well over the past 5 years!!
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Review
#401819 Review #401819 is a subjective opinion of poster.
Loss
$1400

Sears in Los Angeles, California - Mini tiller needs repair after less than 2 hr of total use

I'm a landscaper on weekends. bought a craftsman tiller. Used once for about an hour. Ran well. 2 weeks later, it wouldn't start. Used Fresh gas. Followed starting instructions. Must have pulled 50-60 times. Starter rope broke. I was pissed and wanted a refund,unfortunately, it was 40 days since the purchase. Sears rep had me take it to their repair shop who shared that they need to replace the transmission along with the starter rope. This is not what I expect of a new machine, especially a craftsman. Wasted weekend, and it looks like another weekend will past as they have not repaired the tiller yet. 2 weeks and counting. Disappointed with this lemon of a tiller. How does a transmission go bad on a new tiller, especially when the soil I was working with was rock free?
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Review
#401792 Review #401792 is a subjective opinion of poster.
Service
Sears Repair
Loss
$150