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Sears has poor customer service and unfair practices

Don't believe the price that is quoted to you over the phone by a Sears Technician. They are *** artists. Sears do not stand behind their customer service or products. Sears corporation apologizes for everything but no resolution is ever reached. I do not trust a company that quote figures but do not stand behind what they say. I feel they are ripping off their customers to make up for the company's failing business. In order to be a reputable company, you must be able to back up what you say over the phone in order to lure your customer's in, but please don't lie to them and expect a satisfied customer.
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#340479 Review #340479 is a subjective opinion of poster.

Sears in Baltimore, Maryland - Poor Customer Service and Unfair Practices

I clld 1-800-469-4663 to make an appt because my washer wasn't draining water properly. I spoke with Anthony, in which he said to fix my washer, it would cost 214.00 and that would include a year warranty. He made my appt for Saturday, August 18, 2012 between the hours of 8AM to 12PM and stated a technician will be out for service, he didn't meantion anything about purchasing a service contract. Well, the technician never showed for the appt or clld to let me know that he wouldn't be able to make it. The appt was rescheduled without proper notification and the price stated on the phone wasn't honored by Sears. This is unfair practice, in which your told one thing over the phone and when the technician arrives it is a totally different price which doesn't include the warranty. With this type of service, I can see why Sears is going out of business. You can't treat people any kind of way and then expect to remain a reputable company. I expect Sears to stand behind their products and not try to *** their customers.
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#340472 Review #340472 is a subjective opinion of poster.

Sears Refrig - does not operate as advertised; Cust Service slow & unresponsive

I have spent 2 days trying to get service re my Sears refrigerator, only to be told by Pamela in their Customer "Solutions" group that Sears does not stand by what their instruction manual says. I bought a reversable door Stainless fridge where the doors can be reversed to open from the opposite side knowing that we were going through a remodel and may have to change the way the door swings open. It was advertised as reversible and the instruction manual gives about a 15 step instruction on how to reverse EXCEPT the door is not reversible! It Does not have the alternate openings on the door for hinges etc... The worse part is that the Pamela said that it was not under warranty. I claimed it was not a warranty issue but a truth in advertising and business ethics issue. In addition, try getting through to supervisors at Sears Customer Service group. Sears provides neither "service" nor "solutions" with their call center - THE MOST CONSISTENTLY POORLY MANAGED CUSTOMER SERVICE I HAVE EVER SEEN. I did buy a lot of tools from Sears - not anymore. I don't like misleading advertising nor being treated rudely by their customer service staff. Dom
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1 comment
dbausano
#544507

Just an update. Sears had contacted from a "special" group where I was told, bluntly, there is no remaining warranty (it was not a warranty issue, but a misleading or false advertising issue) and that they were not going to respond to me again.

Sears sucks!

Review
#340358 Review #340358 is a subjective opinion of poster.

Sears in Columbus, Georgia - $500 junk ring

In december of 2011 (8 months ago) I purchased a diamond and silver cocktail ring from Sears. I have had to return to the store for my ring to be sent in for "repair" 3 times now. I wear the ring for more than 6 hours and it turns my finger green, and the "diamonds" if they are that, are completely discolored. The sales associate I spoke to today looked at the ring and said this isn't right and called the jewelry dept. manager. This manager is Edna moorefield. The store manager is Tim Betty. Ms. Moorefield said that they only thing they would do was send it back for "repair" again. Since I had also purchased the 2 year protection plan, this is not a satisfactory resolution. Once the plan expires then I will be left with no other recourse. I would like a refund but would be fine with a store credit. I am seriously unhappy with the lack of customer service or customer retention on managements part. I will no longer shop at sears for anything EVER, and will tell everyone I know of my experience.
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Review
#340056 Review #340056 is a subjective opinion of poster.
Product
Sears Protection Plan
Sears - Insurance Dryer Machine
Sears - Insurance Dryer Machine
Les compre una aseguranza para mi secadora de ropa, Ustedes me enviaron varios tecnicos, pero ninguno me ha arreglado la secadora, es mas, la persona que enviaron le saco una pieza a mi lavadora y tambien se robo las herramientas de mi esposo que estaban en el garage. ...
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1 comment
Anonymous
#530133

Sorry but his is the USA. Could you please write in English?

Review
#339869 Review #339869 is a subjective opinion of poster.
Service
Sears Claim
Loss
$120
I purchased a Samsung washer & dryer from Sears. I've had them since June 16, 2012. In the month of July my dryer wasn't working properly (it would not dry – would only work for approximately 5 minutes). I called customer service and a technician came on July 13, 2012....
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#339634 Review #339634 is a subjective opinion of poster.

DO NOT USE Sears for any remodeling

Sears has been dragging our bathroom remodeling for more than 5 months since March. It does not return our calls or emails for months, failed out city inspection (back in June, now it's August, problems still not corrected), made numerous mistakes during remodeling (we have had two drainage problems we did not have before the remodeling), repeatedly demands full payment before the job is complete, etc. When I said I won't pay the full price before the job is done, they started threatening by sending us collection letter and phone calls. The contract said we pay when the job is COMPLETE. Their contractors did not show up for appointments twice already. Sears didn't care when our sewer was backed up (due to their poor pipe installation), refuses to fix the problem. We will never, ever use Sears for anything from now on. There was one point when I sent them 8 emails in a row with no reply. Do not expect any customer service or professionalism.
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Review
#339472 Review #339472 is a subjective opinion of poster.
Service
Sears Installation
Loss
$14000
Sears failed to show up for three subsequent and separately schedule appointments for a warranty repair for my cooktop. This caused me three missed days of work, and nearly a month without a cooktop. They do not employ enough repair persons to make appointments any...
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2 comments
Anonymous
#534835

Been in the same type of situation for over a year. Bought the Sears Master Protection Agreement wich has a lemon clause in it.

My range has been serviced 5 times and the same problem exists even though the repairmen (plural) have changed the valves 3 times and checked the range from top to bottom. Sears dimwits have now said that it is the pressure of the LP tank that is bad. But how does that explain that the range in the 1st floor kitchen that works perfectly with the same tank as they are both hooked up on the same line. Sears refuses to replace the unit.

I have already contacted the NYS Attorney Generals Fraud division office, explained the situation, filled out the appropriate forms and am going to drop them off today. I told them I would do so if they couldn't honor their contract. I recommend that you do the same : contact your State AG office and file with them. If enough complaints come in, Sears may actually honor their word instead of passing the buck.

By the way, after this garbage began last year, when I needed to purchase a generator, rather than going to Sears (where I used to purchase items like this) I went to Lowes.

They were helpful and even put it together for me for free. Change where you shop...then these thieves and liars will lose their jobs instead of making us waste out valuable time.

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Review
#339346 Review #339346 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1400

Sears in Baltimore, Maryland - Bad Customer Service

We bought dryer in Feb 2012 and it is well within warranty. It broke in July and they have not since fixed it. Technician did not show up on the first appointment. Showed up the 2nd time and ordered a part which was due to arrive in one week. Part never came so we called and told that there is no order. They gave us another appointment. Tech did not show up but called after 5PM and asked if the part had arrived, we said no. He said then there is no point for me to visit. He said he will place the order over the phone as an emergency order. Two weeks went past still no part. We called and told that the order was cancelled due to a payment dispute in 2010 ($65 only). They never told us, we had to find out. That dispute turns out to be for a brand new refrigerator that we had purchased from Sears that did not dispense ice from day one so we called for service. Tech at that time that filter needs replacement (on a new fridge!). We ended up buying a new filter and he asked for service fee. We said for what? it is under warranty. So this is the dispute for which now they are holding us hostage for not repairing our dryer for which we paid combined $ 1350 (Washer and dryer). Worst customer service ever and the dryer is still not resolved to date (close to a month now).
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#339197 Review #339197 is a subjective opinion of poster.

Sears in Flemington, New Jersey - Won't process return, keep transferring my call

On April 30, 2012 i placed an online order for the East Point 5 Pc. Bar Set. I received it on May 7, assembled it and started using it the following week. On July 30 I called your customer service dept. to arrange an exchange & was told to call the manufacturer. I was given the phone # & called. Wrong #. Called Sears back, given another incorrect #. Called back & a rep told me I could find it on the assembly directions which i still had. Called the manufacturer. They were very rude I couldn't help me. Called sears AGAIN and this time the rep was more helpful. Chiquita told me that I could return or exchange, or keep the set and receive a 10% discount. She said she was notating my account to allow for a few days for me to make up my mind. The same set is no longer in stock. I found & ordered a more expensive set from kmart. Called to schedule delivery & pickup of old set. Was told that delivery, pickup & credit would happen on August 13. Well, I have been charged for new set, but no credit for return, and the delivery drivers knew nothing about picking up the old set! I just called Sears customer service AGAIN & was transferred to home delivery department & disconnected!! How many calls do I have to make to get this set returned & receive a credit. I am copying the email & sending it to CEO/President, Louis D'Ambrosio,Chairman, Edward S. Lampert, and Divisional Vice President, Brian Carey. I would appreciate an immediate response to this issue.
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#339090 Review #339090 is a subjective opinion of poster.