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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

Sears in New York, New York - Service Contracts

Aren't worth much. They don't have enough repair people. Washington heights only gets service three days a week: Tuesday, Thursday, & Saturday. No service after 5pm so working people are stuck with Saturday calls. I just called to schedule a second service call. The repairman didn't have a motor with him this past Saturday. The motor arrived today. There are no appointments left for this Saturday. I have to wait ten days with water standing in the bottom of the dishwasher. They make no allowance for working people with no one at home. And they really don't care. Service is arranged through an internet chat window. Am sure that the person on the other end cares not at all.
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Review
#401418 Review #401418 is a subjective opinion of poster.
Service
Sears Repair
Tags
  • Instant messaging

Update by user May 18, 2013

Well I finally got all of my money back. Being as I really didnt want to write Sears off I went to a Sears Appliance Center.

I ordered my dishwasher in person on a Wednesday. Friday morning it was delivered, and by early evening it was professionally installed....

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Review
#401389 Review #401389 is a subjective opinion of poster.
Service
Sears Installation
Loss
$1800
Tags
  • Installation

Sears in Tampa, Florida - Cannot start the machine , shuts off when trigger is pulled

*** Whacker 32cc purchased about 3 years ago but have always had problems with it from the start the Easy Pull was always more than 3 pulls and then began to be several pulls . When it was operating I would always have to leave the choke on because when ever I would engagw the trigger it would cut out . All I want is some tips from someone to help me with this machine it didn't cost that much new but I know if I take it to be repaired well I might as well buy a new one !
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Review
#401296 Review #401296 is a subjective opinion of poster.

Will never go to sears again

Purchased washer and gas dryer came at time not promised, never told it was only a delivery not an installation, which after paying $1850.oo i was told it would cost an additional &169.99and i would have to wait. The delivery men who are subcontracted out then would not deliver because they said the turn going down to mr basement was to tight, they never took items off of truck and out of boxes to even try, i have had other washer and dryers ,furniture and tread mills del from sears and never had an issue. I made several phone calls and reached out of the us ans could not resolve, i have been a sears customer for over 30years and will never buy from them again. Furthermore we are victems of superstorm sandy and were .made victems once again, sears is certainly not the company it used to be. alison benvenuto staten island ny. Abenvenuto@si.rr.com
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Review
#401254 Review #401254 is a subjective opinion of poster.
Service
Sears Installation