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With Official Company Response
Sears refuses to honor water heater warranty
I have a Kenmore water heater from Sears with a 12 year warranty. The warranty states, "Sears will 1) provide free water heater parts for those that are defective in materials or workmanship, and 2) supply a free water heater for one that develops a leak. For the...
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24 comments
Anonymous
#1763332

I have a Sears Kenmore Water Heater. It too has a 12 year warranty.

I got the printout of my Purchase of the Water heater from a small Sears store. They no longer carry water heaters. I call Sears and they said I had to pay $99 for a technician to diagnose. Based on the diagnosis they will supply the needed part.

The tank is leaking so the Warranty says they will send out a replacement. I originally installed but some of their people say they must do the install others say I can do it myself. I would like to take the tank out and bring it in for for any diagnosis to keep from paying the Technician visit. I guess I will just have to wait out and find what they will offer.

My issue with their requirement is that the earliest diagnosis is 2 weeks from now and since they will have to order a new Water Heater that will take another 2 weeks...if they require that I must have a technician install that will take another two weeks plus whatever they want to charge. Probably take a month...how would you like to not have hot water for a month...not fun and not responsive.

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Review
#369969 Review #369969 is a subjective opinion of poster.
Service
Sears Installation
Loss
$20
With Official Company Response
I ordered 4 items online from Sears as Christmas gifts this year, on Dec. 16th. At check out, I was informed that if I didn't upgrade from my "Free" shipping, to "2 Day Express" that my gifts might not arrive in time, charging me an additional $17.99. I'd...
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2 comments
SearsCares
Sears Response
#586190

Dear DM_McCann,

My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. We sincerely apologize for the disappointment surrounding your online purchase. We can certainly understand how being over charged for the incorrect items and then having to deal with horrible customer service would be most upsetting for you. We would love the opportunity to look into this for you, and help find a satisfactory resolution.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (DM_McCann) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

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Review
#369938 Review #369938 is a subjective opinion of poster.
Service
Sears Shipping Service
Loss
$103
With Official Company Response

Sears a&e factory service

Ice and water not dispensing from my refrigerator. I called Sears, made appointment with a&e factory service. A serviceman came out during the correct time period. All good so far. But, wait. He was here 20 minutes, told me it was not a problem with the refrigerator, that it was the water supply that was not coming in to the refrigerator. Handed me a bill for $148. I called to complain and they said that the bill was correct, nothing they could do. End of story. So, now I'm going to tell my story where ever I can.
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1 comment
SearsCares
Sears Response
#586178

Anonymous,

I'm sorry for any inconvenience and frustration you’ve encountered with our repair service in regards to your refrigerator. My name is Brian H. 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 an end to your frustration. 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 we will call you directly. In addition, please include this screen name I've created (PCRefrigerator) in the email so we can reference your post. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#369720 Review #369720 is a subjective opinion of poster.

Sears in Menlo Park, California - Vacuum

I bought an upright vacuum cleaner, model no 116.31100900 February 14, 2011. Twice the red light has come on where the brushes won't turn. There is a clog. The first time was in Jaanuary 2012 and I took it to Sears repair. After many phone calls, Sears loosing my machine, etc., I got it back February 17, 2012. Because of the mix up, etc., Sears did not charge me for the repair. But now the same thing has happened. I am a single senior with only a small dog. There can't be things on my floor that would cause a clog. I am afraid to take my machine back to Sears repair. I was so careful when I was buying a vacuum. Used Consumer's Digest even. So, both Sears' vacuums and Consumer's Digiest doesn't really give me much confidence. Edith M. Rucker (925) 689-0529
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1 comment
Anonymous
#587569

Im sure your dog does shed however that ultimately can clog your vacuum just a thought :)

Review
#369690 Review #369690 is a subjective opinion of poster.
Service
Sears Repair
Loss
$260
With Official Company Response

Sears Cares (NOT)!

Sears Cares reps troll the internet to try and quickly quiet the negative reviews. They act like they care. They don't. No one ever responds after you do what they tell you to do. Do not believe it when a Sears Cares rep says there sorry and there here to help. Why don't they help right there and then??? That is the only time you will here from them. They DON'T CARE !!!! There just good at making it look like they care. I have been waiting for help for 5 days now. They won't answer any emails. I've ask how long does it take to get help and no response! What a joke !!!! There are plenty of other retailers out there to do business with. I guess they don't care about repeat business. *** off one customer, no big deal to them.
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4 comments
SearsCares
Sears Response
#588408

timinct,

Please accept our sincerest apologies for your continued frustrations regarding your dehumidifier and for the level of customer service you have received. My name is Liz and I am a member of the Sears Social Media Support team. Per our records, we recently reached out to you on 11/27/2012. We have forwarded your post over to your case manager for contact. 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

Social Media Support

timinct
#588533
@Sears Response

11/27/12 and yet still NOTHING. I have emailed sears several times and still NO response at all !!!!!!!

You people do not care at all. If you did you would respond in a timely manner. Now days with technology 48 hours or less if the normal expected turn around time. Not two months!

You responding here on the complaint sites does absolutely nothing to help the situation. Why doesn't someone call me to get this resolved???? Your just here to make it look like your doing something.

I will make sure everyone knows your doing nothing to help at all. Forwarding my information to someone that never calls does not help !!!

timinct
#591550
@Sears Response

Well Jan 9 and still NO contact from Sears...... They wont even respond to email.

Thanks for nothing Sears trolls !!!!!!!

Anyone else notice Sears NEVER provides a phone number for us to call. I wonder why???? There phones would never stop ringing!!!!!!!!!!

Anonymous
#585425

Ordered gift card for Christmas, got email from Sears International Dept saying there would be a delay to verify my info. I live in California and so does card recipient.

When I phoned they first hung up, then connected me with a guy who demanded my middle initial, county of residence, length of time I have lived at my address. I became alarmed at a stranger demanding this odd info and cancelled the order. THIS IS SCARY! Was I really talking to someone from Sears?

Who knows. Will not be purchasing anything else from them, that's for sure.

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Review
#369492 Review #369492 is a subjective opinion of poster.
Tags
  • big deal
With Official Company Response

Sears in Falmouth, Maine - They originally scheduled for wednesday but wrong product

sears scheduled delivery of samsung washer for wed dec 19th. they delivered wrong washer. reschedule for fri dec 21st. they are suppose to call the night before. they did not. i called today (21st) and they are not sure when they are coming. I have lost 2 days of work because of this,plus i do not want to sit waiting all day for them to come. how is sears going to compensate me for this inconvenience. i am tempted to cancel my order and by the washer elsewhere. I want to hear from sears. roger wilmot e-mail rogerwilmo24@gmail.com tel 207-233-5770
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1 comment
SearsCares
Sears Response
#586169

Dear Roger Wilmot,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We would like to apologize for the multiple issues you have experienced with your washer delivery. We understand how upsetting setbacks like this are for you, and we would like to see what can be done to help. I do see that you have provided your contact information, and I am forwarding your information over to Sears Cares team for attention. As soon as a case manager becomes available, one will be in touch with you. Thank you for your patience and we do look forward to talking to you soon.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Review
#369370 Review #369370 is a subjective opinion of poster.
Junk, burners rusted out within five months. Complete lack of customer service. After reporting problem to Sears customer service, in June of 2012, I was promised that my parts would be at my home by July 4th for the holiday. Come August 2012, the replacement parts...
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Review
#369309 Review #369309 is a subjective opinion of poster.
Loss
$299
DANGEROUS Dehumidifier recall: Sears is recalling dehumidifiers that were made by LG between 2003-2009 due to fire hazard. Link to recall: http://www.cpsc.gov/cpscpub/prerel/prhtml12/12240. /> The problem I have with this recall is the fact that Sears and LG are only...
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3 comments
Anonymous
#699466

We've owned two of the recalled Kenmore 1500 series, and one slightly newer 1700 series that is not being recalled. Aside from having to replace control panels every couple of years (which I'm getting good at -- we live near the ocean), all three units have run fine.

The 1500s are 8 yrs old now and still running strong. I'd like to know what the actual problem is that's causing the recall -- maybe it's not that hard to fix. I'll bet it's not the compressor, which is about the only thing in these easy-to-work-on units that would be tough to fix. I'm with the replace-the-plugs-and-keep-em-going dude.

New models don't appear to last more than a year or two, no matter what the brand, according to many reviews. Maybe it's the move away from freon.

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Review
#369192 Review #369192 is a subjective opinion of poster.
Service
Sears Repair
Loss
$520

Sears stole my money!

My husband and I decided to purchase a toolbox online from Sears. I set up an online account for him and decided to put it on layaway. We made a couple of payments and also made another payment with a gift card. Our total payments were around $900. We had a couple of things go wrong in our house and we had to cancel our layaway orders. At first, I tried to cancel the order online. After checking the online account I had created with my husband's name on it, I discovered that the orders were not canceled. I then called Sears customer service and was told I had to go to the store to cancel the order. When my husband and I went to the Annapolis, MD store we spoke with a man named Jim Peterson. He told us that he could cancel the order but it wasn't coming up in the computer so he had to go in the back to look in up somewhere else. When he came back he had my husband's ex-girlfriends name and number on a piece of paper. He asked me who this person was and I told him that it was my husband's ex-girlfriend. I told Jim Peterson to go talk to my husband since the information was old. I was a little confused as to why the ex-girlfriend's name and number was being associated with my husband because I was the one who created the online account. When I say I created an online account, I mean I created a BRAND NEW account. My husband told Jim Peterson to please take this information off of the account because it was his ex-girlfriend and he was no longer associated with her. Jim Peterson then went back to cancel the layaway items. When he came back, he told us he was able to cancel the layaway items but for some reason because of a glinch in the system the check would be going to my husband's ex-girlfriend. Jim Peterson said he was going to try and do everything he could to stop this from happening but he did not look very confident. Needless to say, we still have not received our check in the mail from Sears and it has been almost 30 days. We are pretty sure that Sears sent the refund check to the ex-girlfriend. What really made me mad about this whole thing was a question I was asked twice by Jim Peterson and another Sears associate who I spoke to by telephone. They actually had the nerve to ask if we had spoken to my husband's ex-girlfriend about the check. I said that we haven't spoken to her and we are not going to. We were going to wait for Sears to send us our refund check. Anyways, I would not recommend Sears to anyone. I told my husband that Sears may have nice toolboxes but after that we are definitely shopping somewhere else. Sears is acting like me and my husband do not exist anymore. I try to call and email and I never hear anything back. I am pretty sure we are going to have to take Sears to court to get this money. Hopefully, they will not go out of business for bad customer service before then. I cannot even put into words how frustrating this has been for us. The worst part of this whole situation is my 3 and 4 year old daughters. They are waiting for Santa to come to our house for Christmas and I don't even have enough money to get them Christmas presents because when Sears stole my money, I had to use our Christmas money to make repairs for the house. I think it's so horrible that Sears stole money from our family and is not even returning our phone calls or emails. My husband and I will never shop at Sears again!
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Review
#369187 Review #369187 is a subjective opinion of poster.
Dear Sears Rep: December 18, 2012 On Saturday, of last weekend (12/15/12), my daughter, Jane Doe, purchased a stove and a refrigerator at your Des Moines Southridge store. The appliances were delivered as scheduled on Tuesday, 12/18. A problem arose with the...
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Review
#369022 Review #369022 is a subjective opinion of poster.
Service
Sears Installation
Loss
$600