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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 review 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 review - Insurance Dryer Machine
Sears review - 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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Review
#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 review 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 review 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 review 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 review 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