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I bought a Sears rider mower in 2011. In the spring of 2013 I started having problems with the drive belt jumping off. I thought the problem was a warn belt, so had it changed for about $100. It still jumped off, and we then noticed that the frame mount to the...
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1 comment
Wing
#642986

Some years ago I went to Sears to replace a small hand tool that was supposed to have a lifetime Sears warranty. Even though the tool was something that could be replaced for under $20, they refused to honor their own "lifetime warranty".

As a result, I basically made a decision to avoid Sears in the future, although I occasionally have gone in there to "window shop".

I guess they were being "Penny wise and pound foolish."

Review
#403891 Review #403891 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500

Sears lost another 30 year customer today...

My family have bought appliances from Sears for many years. My father stopped a few years back because of a quality issue with them and I should have listened to him. I trusted the Kenmore brand and bought a gas range for my new house a year and 10 months ago (it had a year warranty, I didnt buy extended warranty because i trusted it would not leak gas and after one year). Last weekend, we came to find out that it was leaking gas (in my home with two little children) and who knows how long it had been leaking. We called to get someone sent out. We waited all day and when the person showed, it was for a microwave problem???? I didnt have a problem with that, so he couldn't help us. We had to wait two more days for someone to come back out and tell us what was wrong with our range. When the serviceman told us that, yes we did have a leak, he then proceeded to tell us that we had to call Sears the next day to see what can be done. What??? Since then, my husband has been on the phone, everyday, sometimes being put on hold for an hour or longer, with no resolution in sight. It has now almost been a week since our first call. I have no way to cook dinner for my family, my husband has been lied to by multiple people, and I still dont have a freaking quote to fix my range!!!! Yesterday he spoke with Adrian in Customer resolution who told him that they were going to get our machine out for us as soon as possible and take care of us, but today, Linda from customer resolution told us that Adrian was a liar (and yes, my husband asked if she was calling him a liar, she confirmed that she was) and they couldn't do what he said they would do. What kind of company are you people running??? They keep trying to tell us we have to buy a protection plan. I WANT MY STOVE FIXED!!!!! I DONT WANT A PROTECTION PLAN!!!!! A week we have had to deal with this BS of a run around and still no freaking quote. I work in retail. The big thing you understand in retail is one unhappy customer tells ten more about the situation, then those ten tell ten more about the situation, and so on. Well Sears, here it is. I am going to spread the word like you would never believe possible. My husband has had to take hours away from his job dealing with you people and we still have nothing to show for it. A gas leak can kill people, do you get that???? Your appliances cant even hold up for a full two years??? We will never buy Sears again. EVER AGAIN!!! And neither will everyone I plan on telling. Lowe's has better products, better servce, better quality. Everyone needs to go shop there. Sears, you will go out of business because of your *** products and your even worse customer service.
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2 comments
Anonymous
#749241

I would also contact your state attorney for putting your children at risk for illness or worse.

What they did was cross the line this time. I would absolutely sue.

Good luck......

Wing
#642950

Unbelievable! Sounds like you need a full-blown lawyer just to get your gas range serviced.

Maybe the thing to do is to find somebody that can fix it so you can at least mitigate the damages.

Then maybe you could submit the bill to Sears and try to get them to pay. Or go to small claims court to get them to pay.

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Review
#403806 Review #403806 is a subjective opinion of poster.
Loss
$1000

Sears review in Saint Cloud, Florida: Primary Cardholder Rights/Failure to provide accurate information

I asked to have a new card in my name mailed to me. Person said many things, many many things. I worked in banks and am not the average customer. Ultimately, I could fill in data to all her arguments that would validate my request. Her goal was to not provide the service I requested. To the extent of having difficulty getting off the phone with her. I sensed she was too strongly defiant and decided to peacefully exit the phone call. She had strength to hold me on the phone somehow and even wanted to know what I planned to do next. I of course was avoiding further conflict if at all possible. I HAD to tell her for real. she would not hang up or let me go until I did. This is ridiculous. Can you make sure my mailed request for cards has been processed? Melinda Rose Carbajal Account:512072253628698 Please. I am scared to call now.
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Review
#403805 Review #403805 is a subjective opinion of poster.
Loss
$8500
Tags
  • Playing card

Sears review in Portland, Oregon: Poor repair, unacceptable response to needed emergency repair!

Please refer to my account notes with your resolution hotline, latest contact is liza. I demand a complete refund or a new machine immediately, delivered and installed, no further charges. My machine was ruined, it fell apart first use after tech left after his repair. It smelled and continues to smell like burned wiring, a definite fire hazard. I have tried toget your people to appreciate that hazard, but continue to tell me that next tuesday is the first repair appt available. I waited long enough the first time. This machine has been a lemon since day 1! You can get all my info from resolution team. I need your response now!
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1 comment
David
Sears Response
#642120

mikenett, We can see your concern about your dishwasher and apologize for disappointing you. We have received your personal email today regarding your recent development and request. We will forward your post over to your case manager and request for you to be contacted. We appreciate the opportunity to resolve this unfortunate issue with your dishwasher. We look forward to talking to you soon.

Thank you,

Christine R.

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#403413 Review #403413 is a subjective opinion of poster.
Service
Sears Repair
Loss
$800

Sears review in Kansas City, Kansas: Online layaway

I have been trying to get my money back from this company since febuary 27 2013 regarding my online layaways. everytime i call customer service they tell me to wait 48hrs and i will receive my money and yet i am still waiting on particial refunds. I paid my layaways off then i would get a email saying orders were cancelled on your end so i have been waiting for my refunds. i have called 3-2-13, 3-13-13, 3-25-13, 4-14-13. how many more times do i have to call?? i am owed $18.60 layaway#80022789, $26.54 80023235, $38.90 80027082, $40.75 80027296. please help me get my money back. It is not fair that your company took my money but, yet do not want to give my money back to me. I paid my layaways like i was supposed to and once paid in full your company was supposed to send my merchandise and i got nothing but an email from you saying sorry thier was an error and your layaway was cancelled. ok thats fine but,I WANT MY MONEY BACK THAT YOU WERE PAID!!!!
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Review
#403159 Review #403159 is a subjective opinion of poster.
Loss
$125
Tags
  • ARIA Charts

Sears review 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
David
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

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

Sears review 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
David
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

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

Sears review 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
David
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

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

Sears review 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

David
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.

David
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

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With Official Company Response
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.