Filter by rating
filters
State:
Show
City:
Show
Product:
Show
With Official Company Response

Sears in Bellevue, Washington - Sevice Agreement is a waste of money

We purchased a service agreement for our GE range. It took a week for them to just come and look at it, then they had to order a part and said they couldn't come back for another 3 weeks. I waited the 3 weeks and they were supposed to come between 1pm and 5pm on Nov. 3rd, I got an automated call at 3:30pm saying that I should call Sears. I called Sears and they said they have to cancel my appointment and their next available appointment was 4 weeks away!!! First, they don't even have the decency to have an actual person call me and then they expect me to wait another 4 weeks, that means I would be without an oven for 2 months because of their slow service. I was furious and demanded a refund, they said they would refund $125 of the $260 I paid. I wouldn't accept that so they said they would have someone out here to fix it on Nov. 12th (we'll see if they actually show up, my hopes are not high) but they had already refunded me the $125 so now they had to charge me another $125. The second charge came out of my bank account immediately but I have yet to see the refund. I am appalled at the way Sears treats their customers. We are a military family on a tight budget and Sears has taken our money without providing us with a service. I will never, ever, ever shop at Sears again. I would rather pay 10x more at another store than to put up with Sears horrible service.
View full review
1 comment
SearsCares
Sears Response
#569651

Pickapurse,

Hello my name is Zenaida and I am part of the Sears Social Media Support team. Please accept our apologies for the trouble you ran into with the appointment for you range. We certainly understand it important to have a properly working range within the home and are very sorry for any inconvenience you’ve encountered due to the rescheduling. I would like a member of our team to follow up with you to learn more of your situation and find a way to be of assistance.

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

Thank you,

Zenaida M.

Social Media Moderator

Sears Social Media Support

Review
#357058 Review #357058 is a subjective opinion of poster.
Loss
$260

Sears

sears makes screws employees by changing the health care. We use to pay 500 dollars month for insurance for four people and now to get the same coverage we would pay 1100. month. I cant believe that a company as big as sears would treat their employees like this when they know how much people are hurting right now. They keep on changing things for the worse and you want good employees and faithfull employees you have to treat them well. You can only treat employees bad for so long before you get a bad reputation and nobody good wants to work for you. You get what you pay for.
View full review
2 comments
experiment1195
#580820

The hedgefund manager running Sears is winding down the physical store aspect of the business. The intended purpose of the benefit plans and pay are to make the employee quit.

The benefit package is not intended to retain good employees or incentivize newer employees to stay.

The new health plan is designed to make the employee absorb the cost of what should be an employer provided benefit. Sears and the hedgefund manager are becoming a welfare case because it will take public money to support and staff his stores.

Anonymous
#567003

This is not the only thing deteriorating about Sears. Now that the holiday season is around the corner, no one can go home sick.

An employee I know very well in Farmington has a bad cold and fellow associates are avoiding this person all day. Customers don't like working with an associate with an obvious cold either. But when asked, the department supervisor said "NO".

So now you are expected to work sick and get your fellow workers and customers all sick. Nice of Sears.

View more comments (1)
Review
#356770 Review #356770 is a subjective opinion of poster.
With Official Company Response

SEARS THE WORST APPLIANCES AND SERVICE?

SEARS MAY BE THE WORST APPLIANCE SOURCE? -2 appliance purchases within last 15 months (dishwasher, refrigerator) -Multiple failures on each -3x same problem with Dishwasher, still not repaired -long wait time for service tech (1-2 weeks each repair), total wait time 5 weeks in past 3 months -without use of Dishwasher for 5 weeks in past 3 months -Repairs failed first time on both Refrig (Samsung) and dishwasher (Kenmore) -Repairs failed second time on dishwasher, third time tech came and did not have replacement part (fuse), even though the it was the same part as past two repairs! -Phone reps are a brick wall, and have no capacity to deviate from script when providing customer service. If it ain't in the warranty contract, sorry Charlie! -No response from email to corporate headquarters (this was the ONLY way to escalate beyond standard customer service rep) -Sears processes, procedures, and personnel associated with Customer Service may very well be the worst you will ever experience. -Sears refrigerator and dishwasher are borderline Lemons, and Sears doesn't seem to care. NET: APPLIANCES DON'T WORK AND SERVICE IS SLOW AND INEFFECTIVE. IF YOU ARE INTERESTED IN PRODUCT QUALITY/RELIABILITY AND GOOD CUSTOMER SERVICE, LOOK ELSEWHERE.
View full review
3 comments
Anonymous
#698748

I have been on hold for one hour with SEARS Service waiting for a supervisor to speak with me as to why i am required to pay a Service Call fee of $79 to replace an electronic control panel that is under warranty and has to be replaced again!!!

Customer Service...... Two very simple words that "SEARS" does not understand.

After seeing all the negative posts on the web, it is amazing they have lasted this long....

This experience is worse than the last time which was terrible at best.

erobbins
#566407

Don't buy refrigerators, dryers or washing machines. I have all three and all three have had big expensive repairs that incurred just after warrantees expired.

Parts purchased for repairs came in faulty and they won't take them back. I need a new washing machine after 1 12/ years and the dryer is working with jury rigged switches. Nobody human will talk to you on the phone about the problems.

They put you on hold for up to 20 minutes and then a worker who barely speaks English says we will get back to you and hangs up. I will never buy anything from them again

SearsCares
Sears Response
#564584

Dear wittville,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your dishwasher and refrigerator. We understand the importance of both the dishwasher and refrigerator in the family household and would like to look further into what has happen surrounding this service orders and see what can be done to correct any mistakes that may have been made and to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that dishwasher and refrigerator were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (wittville) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team.

View more comments (2)
Review
#356677 Review #356677 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1000
With Official Company Response
I have been trying for no less than six months to get my dryer fixed. You have sent out a technician six times to fix the same problem. I still have a broken dryer. My wife is extremely stressed because this is causing a huge issue with keeping our children's clothes...
View full review
2 comments
SearsCares
Sears Response
#564838

My name is Tony and I am with the Sears Social Media Escalations team at the executive office. I would like to start by offering our sincerest apologies for all of the frustration and inconvenience that this has caused your family, especially your wife. I can certainly understand your aggravation with the situation given that you have been away bravely serving our country while your wife is at home dealing with the dryer issues. Furthermore, the frustration with the continued dryer failures is certainly understandable.

We recognize that we have not lived up to the expectations that are set and apologize for that. We truly value you all as Sears customer’s and we would greatly appreciate the opportunity to speak with you all regarding this matter and be your one point of contact within Sears to ensure that this matter is resolved to complete satisfaction.

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 that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (356501) 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.

Tony T.

Social Media Moderator

Sears Social Media Support

View more comments
Review
#356501 Review #356501 is a subjective opinion of poster.
Loss
$1100
With Official Company Response
I purchased a Kenmore deep freezer model #255.19702010. We have had it for about 14 months and it died, no warning, just thawed out food. Two things make me very mad about this-->1. I took good care of this freezer and stored it inside and free of clutter. 2....
View full review
4 comments
Anonymous
#1439560

We purchased a 22 cf Kenmore Freezer which died after 16 months of usage. Called the local Sears dealer from which we purchased the freezer and got the run around.

In short, we are out of luck. Our attempt at replacing an element did not solve the problem. So now our only recourse is to alert anyone foolish enough to put trust in this appliance. Also we intend to paint on the freezer this information: NEVER BUY A KENMORE FREEZER.

THIS ONE DIED IN 16 MONTHS.

We will transport it to our local dump where patrons will see this message. Done with Sears!!!!!

View more comments
Review
#356497 Review #356497 is a subjective opinion of poster.
Service
Sears Repair
Loss
$500
With Official Company Response
In 2010 we bought a Samsung dishwasher from Sears (+$500) and an extended Master Protection Warranty (sic). About 6 weeks ago the dishwasher stopped in mid-cycle. We called Sears. A concerned fellow tut-tutted and said, oh, yes, indeed we were covered - no cost repair...
View full review
3 comments
experiment1195
#580765

Ah yes the world of subcontracting and a minimal on hand supply of repair parts.

Actually A&E is basically decendant of Sears Repair being used increasingly as the millenium progresses. Contractors get minimal training. Hopefully you purchased a very common brand/model. Sears has all but closed up it's parts depart so a technician can't even go back to a Sears Repair/Part Center and pick-up the part they need. Instead they will order to keep costs down although customer downtime does nothing for referrals or return business.

For the future in many areas of the country is cheaper to pay for a service call or two from a local non Sears related contractor than it is to purchase any repair services from them.

I'm curious, what was the actual problem? Were there any recalls involved? Make and model?

Hope all is working now

View more comments
Review
#356471 Review #356471 is a subjective opinion of poster.
Product
Sears Protection Plan
With Official Company Response

Sears in Franklin, Michigan - Dishwasher broken after 3 months

Purchased dishwasher from sears it worked for 3 months.sears giving us a run around they gave us a new one it doesnt work either.said we could pick a different brand but are giving us the run around trying to get it. Now we have 2 broken dishwasher here and cant get them to deliver new one and pick up old ones.never can talk to same person.no one knows what last person is talking about.was told superviser to busy to tbdngalk to us.guess customer is not important to sears.dont buy from sears I will be taking my business elsewhere
View full review
1 comment
SearsCares
Sears Response
#563687

tammy13

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 frustrating it is to purchase a dishwasher and have it only work for 3 months. Even more, I find it very disappointing to receive a new dishwasher and it is not working properly. 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 dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (tammy13) 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.

Sears Social Media Support Team

Review
#356208 Review #356208 is a subjective opinion of poster.
Loss
$495

Sears Simmons Beautyrest Mattress - Defective

I bought a full sized Simmons Beautyrest Mattress - Matira Plush in February of 2012. After only four months, it began sinking dramatically in the center. After waiting to have them come out to take pictures for warrant replacement, I keep getting the run around. No one seems to know why I haven't gotten a replacement (of a different mattress and brand). I spend long amounts of time on hold and keep getting transferred or accidentally hung up on. I even went into the store where I bought the mattress today, and the manager said I need to take it up with warranty. I'm exhausted and ready to pitch this piece of junk in the dumpster. I will never buy anything from Sears again.
View full review
Review
#356070 Review #356070 is a subjective opinion of poster.
Loss
$600

Sears- bad service/WORSE CUSTOMER SUPPORT

On 10/22/12, I ordered a part over the phone for my dryer from Sears and paid for expedited shipping and should have had part in 3 days. The woman on the phone put wrong address & wrong name on the order and it was not delivered by UPS and returned to Sears Parts. There was no call back or follow up by Sears. On 10/31/12 i called Sears and they eventually acknowledged it was their error, explaining the wrong address and name part and they would have the part shipped to my by 11/8/12. I explained i had paid for expedited shipping and this was unacceptable especially since it was their error and I am traveling on orders this Saturday. I asked to speak to a supervisor who may be able to authorize getting this part to me faster. I was the transferred to a "supervisor" named SHAYLENE who;1- did not let me explain the situation and consistently interrupted me, 2- did not try to resolve the situation and continued with she cannot get a part to me any faster, and 3- had and attitude and a tone towards me (SEARS CUSTOMER) that was not justified nor called for. I had to stop her mid interruption and asked to listen to herself and the tome she used with the customer. SHAYLENE advised there is no way the part could be sent any faster and even though it was Sears' mistake, I had to wait 8 more days for the part. When asked to speak to her supervisor, she would only give the corporate address and told me to write a letter. When asked for details from my order and the names of the persons involved with mishandling the order, she advised that is proprietary information and not allowed to give it out. So, I assume that Sears must condone the mishandling of orders, lack of follow up by their employees, rude and disrespectful treatment by their supervisors, the run around of 2+ hours of several calls to different departments trying to resolve this and lodge a complaint and still can not get the part I need expedited to me. I have a hard time believing Sears, a major company in the United States, when they make and error causing a long delay in getting a needed part to a customer who already paid for said part and expedited shipping, does not have the ability to get the part shipped over night to that customer with an apology instead of another week delay and rude discourteous treatment. I buy all my appliances at my local Sears as well as other major purchases but with the treatment i received this evening, I should take my business elsewhere and not recommend Sears to anyone, including those I work with. James jjm336@comcast.net
View full review
Review
#355836 Review #355836 is a subjective opinion of poster.
Loss
$50
With Official Company Response

SEARS: cannot get them to fix my lemon fridge

WE BOUGHT A FRIDGE FROM SEARS IN JAN. 2012 WITH THEM TO DELIVER AND SETUP, FIRST THEY DELIVERD BUT SAID THEY COULD NOT SET UP BECAUSE THEY DID NOT HAVE THE CORRECT STUFF WITH THEM TO DO IT AND WE NOTICED THAT THE DOORS HAD DENT MARKS IN THEM HE SAID TO JUST CALL IT IN, SO WE HAD TO HOOK UP OUR OWN FRIDGE AND CALL THEM TO REPLACE DOORS. SO AFTER A MONTH THEY CALLED TO SAY DOORS WERE IN AND THEY CAME TO REPLACE AND LEFT OLD ONES LAYING IN OUR HOUSE FOR US TO DISPOSE OF AND THE NEW DOORS DID NOT HAVE A SEAL AROUND THEM AT ALL, SO WE CALLED THEM BACK AND IT WAS GONNA TAKE THEM 2 WEEKS TO GET BACK OUT TO PUT SEALS ON OUR DOORS. WE THEN HAVE BEEN NOTCING THAT IT IS NOT KEEPING COOL AND HAVE CALLED TO HAVE SOMEONE COME LOOK AT IT 2 TIMES NOW AND BOTH TIMES THEY HAVE NOT SHOWED UP AND WHEN I HAVE CALLED TO SEE WHAT IS GOING ON THE FIRST TIME EXCUSE WAS OUR GUY GOT SICK, AND THEY COULD GIVE ME NO REASON WHY NO ONE BOTHERED TO CALL US, SO THEN IT TOOK ME 2 WEEKS TO GET ANOTHER APPT. AND THEY DID NOT SHOW UP WHEN I CALLED THIE EXCUSE THIS TIME WAS INCLEMENT WEATHER AND AGAIN NO CALL TO SAY THEY WERE NOT COMING. I HAVE CALLED TO COMPLAIN AND GET NOWHERE BUT WE WILL MAKE YOU ANOTHER APPT., WELL IM TIRED OF MESSING WITH THEM I JUST WANT MY MONEY BACK AND I NEVER WANT TO HAVE TO DEAL WITH SEARS AGAIN BUT THEY WILL NOT DO THAT AND TELL ME THAT IT IS MY PROBLEM AND NOT THERES AND WE WILL SET UP ANOTHER APPT. WHERE IS THE CUSTOMER SERVICE THAT SEARS USED TO HAVE I OWN ALOT OF SEARS PRODUCTS BUT NEVER AGAIN WILL I BUY ANOTHER ONE. I NOW UNDERSTAND WHEY SEARS ARE GOING OUT OF BUSINESS AND THEY DESERVE TO WITH THIS KIND OF CUSTOMER SERVICE.
View full review
2 comments
TreatUsRight
#586702

Buyer beware. We've had this Kenmore frig for 11 months and it keeps breaking.

There's a fan/motor assembly that begins making a grinding noise, graduating up to the sound of a B1 Bomber before it finally quits. We get error code ER 1F and Ice melts down the door. We have the extended warranty, but because THREE of the incidents haven't occurred within 60 days of each other, Sears won't honor the lemon clause. Researching on the Web, I see others have similar problems ...

and no help from Sears.

I contacted the Escalations team and was called back by Angie, a manager, who is not willing to help. Our escalation case number is 1188893.

If Sears truly does care, I'd appreciate your help in replacing this defective unit. I will email your Advisor.

SearsCares
Sears Response
#562640

Dear scrapbookmom,

Hello my name is Jay and am part of the Sears Social Media escalation team. Please accept our apologies for the chaos that has resulted from your refrigerator experience. I definitely understand your frustration surrounding the missed appointments and no shows on our part. I know everyone has a busy life to lead and no one’s time should be wasted like this. I am very sorry for any inconvenience we have caused you and for the time we caused you to lose. We would like to put you in contact with one of our dedicated case managers to help sort this out and put an end to your frustration.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the refrigerator was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the customer name (scrapbookmom355525 ) listed on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Sears Social Media Support

View more comments (1)
Review
#355525 Review #355525 is a subjective opinion of poster.
Loss
$2900