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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.
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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.

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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

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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.

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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...
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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

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#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....
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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!!!!!

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#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...
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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

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#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
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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

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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.
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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
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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.
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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.

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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

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Review
#355525 Review #355525 is a subjective opinion of poster.
Loss
$2900
With Official Company Response

We bought our home with brand new appliances in it on December 15, 2011. The developer of our home bought the fridge on July 10, 2011. No one had ever used them until we moved into the house. We noticed from Day 1 that the fridge RAN MUCH LOUDER than we'd expect a...
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bustedfridgeinMN
#576012

Well, very shortly after posting here, Sears contacted me and to make a long story short, they offered to buy us a new fridge and refund our money for the service plan and repair. I was very pleased with the way the resolution was handled in the end, as we now have a different fridge model and we love it!

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#355348 Review #355348 is a subjective opinion of poster.
Service
Sears Repair

Sears portrait was a complete waste of my time

i have a complaint about the sears portrait studio in holyoke, ma. as a first time mom with twins, i was very excited to get portraits done. my babies were almost 11 months at the time and i had been checking out studios and capitalizing on offers they had so i could see if i wanted to continue to go there. since my plan is to get portraits done at least once a year (we have family in new york, friends all over the country and of course grandparents and aunts and uncles want pictures). at the time you guys had a promotion for a free 10x30. i figured that'd be perfect! i could get a family picture of just our heads, it'd look cute and i could see if i wanted to stick with sears for pictures. so i made an appointment. well, i got there and waited for someone to acknowledge us and after a few minutes of standing there with workers around, some helping others, some doing... i have no idea what. a woman yells to us from another room asking what we need. i let her know we have an appointment and she said she'd be right there. which lead to more waiting for about half an hour. finally when someone came to check us in, she let us know that the 10x30 was only for one person but perhaps they could squeeze in both of my babies. so the family photo was out. after that, we were made to wait even longer! we sat there for at least an hour. my kids started getting cranky, tired and hungry. even though we packed snacks for them, they wanted to nap and play. had i knew, this appointment, would take so long, i wouldn't have even bothered. but i was very optimistic it'd be worth the waiting time. after what felt like an eternity, we finally got into the photo studio. my daughter was tired and pissed off and wouldn't smile... not that the photographer tried all that hard beyond making a few noises. my son was adorable as can be, but was getting teeth in and drooling a lot. we took his bib off right before he went in front of the camera, but ended up with a big wet spot on his shirt anyway. there was some cute poses and the session wrapped up pretty quickly. we waited for another 45 minutes so we could see the prints (customers before us came right out of the session and was able to view theirs so i found that interesting and we were the only ones in there after our session). we went through them and none of my daughter's pictures were good and although my son looked cute, the huge drool spot on his shirt was the first thing you saw. i was later told by someone that they could've edited that out, no one at the studio offered this or even mentioned it. we chose the photos we liked and paid for extra. we were told everything would be ready in a week. a week later, i dropped by. i live 20 minutes away, so this is no small trip, especially with twins. the pictures we paid for were ready but not the free 10x30. i was told, i'd get a call when it arrived and was ready. i never got any call and a month later, i decided to call them and see if it was there and they forget to let me know. i called and the phone rang and rang and then disconnected. thinking it was my phone, i called again. it rang and rang and rang and rang. finally someone picked up and i told her i was calling to see if my portrait was ready. she said she'd be right with me. i sat on the phone for half an hour. i could clearly hear the workers talking to other customers and talking amongst themselves and doing absolutely nothing. so i figured i had to stop by the next day and ask. again, very inconvenient for me. i went in there and right away a worker saw me and had the print ready, handed it over and that was it. no thank you, no sorry, no nothing. i was very unhappy with my experience to the point of, i feel like it's not even worth the free print. which we don't even have hanging up in our house because it's of such poor quality. and they said it was the only one that would fit for the 10x30 so we had no other choices. obviously, i won't be back but i feel i should let you know that your awesome promotions are being wasted. sears could have easily gotten a regular customer who is willing to spend a fair amount of money on great portraits and instead i won't ever go back even for freebies and will let everyone know of my experience. ***tried to send this exact message to sears and it says message not valid. even their online customer service is no help.***
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#354920 Review #354920 is a subjective opinion of poster.