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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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Review
#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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Review
#339090 Review #339090 is a subjective opinion of poster.

Sears in Winchester, Virginia - Called for washer repair, 35 days wait!!!

I called on August 13th to make an appointment for my washer to be repaired they gave me the date of September 18th!! This is uncalled for! I can not go this long without a washer, I wash at least three loads of clothes daily. Do they expect someone to wait this long? Sears, don't you think you took on to much with these service calls by doing all warranty calls for Lowe's, Home Depot, hhgregg, and this is just to name a few. What about the customers who bought products from you, and me with the a service agreement through you all? Next Appliance I Will Buy From Our Local Appliance Dealer Who Work On The Stuff They Sell!!!!! I suggest everyone out there to do the same. Sincerely Kimberly Milburn
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Review
#339086 Review #339086 is a subjective opinion of poster.

Sears in Stone Mountain, Georgia - Repair? They dont know what that is!

Update by user Aug 16, 2012

OH RIGHT ALREADY! THE 24 HOUR THING, CROCK OF *** THE FRIDGE IS SO PERFECT!

EMPTY!!!!! AND AS SOON AS I PUT FOOD IN IT BACK TO WARM AGAIN, I MEAN WHO DO YOU CALL? IF SEARS CANT FIX THEIR OWN MERCHANDISE WHO CAN? ONCE AGAIN, WENT OUT LIKE A SUCKER FOR THEM.

NOW MY KIDS HAVE TO EAT JUNK AGAIN UNTIL I CAN GET SOMETHING ELSE IN HERE OR THEY DECIDE TO READ THE CORRECT MANUAL AND FIX THIS DAM THING OR OWN UP TO THE FACT THAT IT IS JUST A F-UP UNIT!!

i AM SO PISSED RIGHT NOW, I GUESS I WILL BE CALLING THE RENTAL COMPANIES AND SEE IF I CAN JUST GIVE THEM MY MONEY SINCE I\'M WASTING IT ANYWAY!!!! SO *** PISSED RIGHT NOW, MORE BECAUSE I CANT DO ANYTHING UNTIL THEY DO (HANDS IN THE AIR GOING TOWARDS THE REPAIR DEPARTMENTS NECK!)

Update by user Aug 14, 2012

Oh did I mention that there is a master service plan on this unit...I guess master dont mean anything, it was just a way to get more money out of the consumer....there goes the washer dryer purchase I was going to make, I will just get it from a smaller chain.

Update by user Aug 14, 2012

So.....Tech came and asked me about another computer part that he says he ordered...(right)I let him know that there was no part here,so he goes to his truck and comes in with \"the\" part which I noticed was the exact one he left with last week..he put it in told me to give the computer 24 hours to set...WTF then he gives me the spill on how he is just a tech and thats all he can do...oh and just between us :) he says dont call repair again because all they will do is just keep scheduling appointments I need to call CR!

I will update after CR phone call tomorrow

Original review posted by user Aug 13, 2012

My landlord purchased a black side-by-side Samsung for the home I am renting less than a year ago, needless to say it stop cooling, and making ice properly with in 3 months, so he called Sears to come and look at it, lets just say the guy came in rushed around and said the ice bin was the cause (huh?) a new one was ordered, I put it in and unit still the same. second guy comes out now its the fan, Iwait 7 days he comes back it is not the fan, he says they will deliver a computer board and he will come back before the end of the day, CB comes tech comes back, not the problem! In his exact words, he said.. "I tried I dont know what it is I will contact my manager and tell them it needs replacing" now mind you I have 6 kids in the house my food is spoiling left and right, I am spending money on ice just to keep the freezer cold enough to keep food on both sides. so when my landlord calls them back they schedule another appointment, because they do not understand the techs notes!. This tech told me that the unit was more than likely damaged in the install because they set the temperature to high, and of course I am a consumer I am am not aware that they know nothing about the product that they deliver. So my appointment is tomorrow, it is a blind repair,these people have been giving him the run around from the first call and I am the one who is suffering. Sears needs to get this together because I cant keep wasting my gas going to the store everyday buying food, then throwing leftovers away...So much more to say just tired of their B.S
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Review
#338960 Review #338960 is a subjective opinion of poster.
Service
Sears Repair
Loss
$650

SEARS credit card

I am utterly pissed, angry, frustrated and everything in between. I went to Sears to buy a new washer and dryer since we are moving and don't own one now. I always had great service at Sears so I went there. Needless to say they will NEVER see me there again. We applied for the card to be able to finance the machines. They gave us a limit of 400$. We have great credit so I don't see how this could happen. I call them, they tell me to CANCEL it and re apply by entering the items and prices that we wanted. Ok, so we do that.. 250$ credit limit... REALLY!?! Call back. "We're sorry, you were misinformed and have ruined your credit by applying twice. Sorry for the inconvenience." Is there nothing you can do?! "Sorry mam, nothing we can do." Wow. So we went to best buy where they gave us 2000$ credit limit and 18 months financing. So Sears credit card.. you will NEVER SEE A CENT OF MY HARD EARNED MONEY!
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3 comments
Anonymous
#573629

I've had a Sears credit card since 1977. Imagine my suprise a few years ago when I went to buy 2 kitchen appliances and found out my credit limit was a whopping $1,000.

I've consistantly spent approx $100-$150 a month at Sears on average over all those years and was never late on any a payment(always in full), NEVER. When I complained, they raised my limit all the way to $2500. I make $140K a year and have an 830 credit score.

I don't shop at Sears any longer. They were once a great company but no more.

Mike_Cardace
#546878

Hi Joebear, I'm sorry we lost your business, and that we upset you. I realize you took your business elsewhere, but I would like to have your experience reviewed to see if we could have done better.

If you have a moment, please send me an email with a link to this post.

Kind regards,

Mike Cardace, Citi

customer.help@citi.com

Anonymous
#545647

citibank,,,,,,I refuse to do any business with this organization

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Review
#338938 Review #338938 is a subjective opinion of poster.
With Official Company Response
I have a service contract and was to have a part replaced on the microwave. It is a 1 piece Bosch microwave/oven. They sent out someone that didn't know Bosch and couldn't put the part in. But the kicker was that he "broke" the oven. He did something while...
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3 comments
Anonymous
#528253

I just sent you an email so you can contact me.

BTW, they came out today and couldn’t fix it. They are ordering parts (sensor board, probe and another thing) and told us it’d be here for a 9/7 appt.

So, not only did they break it, but they are not going to get it fixed for a month. A month that I have no oven to use through no fault of ours.

It’d be different if it broke down on its own. It just keeps piling on the issue.

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Review
#338535 Review #338535 is a subjective opinion of poster.
Tags
  • sales person
With Official Company Response
I have a 25,000 Btu air conditioner that quit working, I have the master protection plan, after 10 days the repairman came and of course it is the compressor blew up and had to order new parts! Another 2 weeks with no ac! The big kicker is that it is over $800.00 to...
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4 comments
Anonymous
#534300

This to me in my experience sounds completely fake. The reason for buying the protection upfront is it covers all repairs and labor ahead of time.

There is no way they tried to charge you additional money if you had a protection agreement. Obviously you had bad luck with the air conditioner but lying about the service is ridiculous.

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Review
#338485 Review #338485 is a subjective opinion of poster.
Product
Sears Protection Plan
With Official Company Response

Sears in West Palm Beach, Florida - Messed Up Appliance Delivery

I was set to have my new LG dryer and LP conversion kit delivered on a Tuesday. They showed up on time and unloaded the dryer. They opened it after I requested and left the packaging on my floor. They looked for the conversion kit for about 5 minutes then told me they could not find it. They said the delivery department would call to schedule another delivery. The delivery department called and told me they could redeliver Thursday but I was not available. Then they offered Saturday delivery. I said no thanks. I had already been without a dryer long enough. I tried to buy the part in the store but they don't carry it. I found it on Amazon and had it sent overnight. Next I tried to get a refund for the conversion kit. They had it marked as delivered so I had to contact the delivery department. The delivery department lady, Gail, said they needed 24-48 hours to update their records so I could then call the store and get my refund. She said to wait for a call back from them. It's been 2 weeks and I have heard nothing. I tried to call the store again today but I can't get through to a live person. I had to leave a message. This is so much trouble over a part that was on the delivery truck that the delivery guys couldn't be bothered to find. Way to go Sears! Now I am worried about the extended warranty I purchased through Sears. Can they do repairs without being idiots? I guess I will find out.
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1 comment
SearsCares
Sears Response
#528290

Anonymous,

We are sorry that you had a disappointing experience with our delivery team. We can see that you are upset with us over this situation and you have every right to be after we delivered your dryer without your conversion kit and the hassle you had to encounter to set up an appointment for us to come back out. My name is Kiera and I am with the Sears Social Media Support team and we would like to assist you with this matter. At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code that I have assigned you (CSSB136), for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Kiera J.

Social Media Moderator

Sears Social Media Support

Review
#337750 Review #337750 is a subjective opinion of poster.
Loss
$10