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Sears in Brick Township, New Jersey - Problem still not resolved

My refrigerator has been broke since May 28th 2012, and as of today July 8, 2012, Sears has still not resolved the problem. I purchased the Service Smart Protection Agreement on May 31, 2012. I scheduled for a service agent to come look at my refrigerator. The first agent that came told me that the fan was broken, he ordered a new fan, and told me to call and schedule a new appointment as soon as the I received the new part in the mail. When I received the part I called 18004myhome to see when I was able to get an agent out. I had to wait over a week for the next appointment. I explained it was a refrigerator, I had children in the house, and we did not have an alternate place to store our food but they said there was nothing they could do. My next appointment a new agent came. He was extremely rude to me on the phone and rude to me while in my home. He replaced the fan and told me the refrigerator was working fine. I went out and bought all new food and put everything away. When I got home I saw that the refrigerator was running but blowing out hot air. All of my groceries were ruined and water had overflowed, dripped on to my floor, and caused my new floor to buckle. I then called 18004myhome again, explained the situation, and had to wait about a week for someone else to come. I informed Sears that I did not want the last guy who was at my house again because he was rude and I did not feel like he knew what he was doing. An agent came out and diagnosed the problem. He stated that once the parts came in to call and make an appointment. Once I received the parts I made an appointment and had to wait about a week for someone to come and put the parts in. I requested a certain agent because the last one was horrible. The day of my scheduled appointment, I get a phone call from the same guy that was at my house last time. He called and said he would be there in 15 minutes maybe sooner and I explained that the window of time I was given was 1-5. It was 12:00 but that I would be there by 12:30. The agent was extremely rude to me on the phone and annoyed that he would have to wait. I called and cancelled this appointment and had to wait approximately one more week for another appointment. An agent came to put the parts in, unfortunately he was not able to get the refrigerator running . Sears called it a loss and the agent said that I had to call a certain # to get the $500 that my agreement stated I would get if they were unable to fix my refrigerator. I have been waiting since June 20h to find out about the $500. I have called 18004myhome countless times, waited for hours, been transferred from person to person, with no resolution. Sears told me I had to set up an appointment to have an agent come out again, to verify that the refrigerator was a loss when I was already told this at may last appointment. An agent came and stated that he had no idea why they made me go through all this that he already declared it a loss at the last appointment. I have been calling Sears and still have not been able to come to a resolution. I also saw that when the agent used a lighter to connect the new metal parts together he made 3 burn marks on my new tiles.
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Review
#330289 Review #330289 is a subjective opinion of poster.

Sears in Washington, District Of Columbia - Bad Pair of Glasses - catracts - sub optomterist

Eye Exam $55; glasses $271.48 on 11/28/2011; 2nd eye exam $20 on 2/8/2011 = $346.48. The subsitute optomtirst recommend that within the next 2 years that my friend get his eyes checked for cataracts - BUT recommend that the glasses be made - well they made his eyes worse until he could no longer read unless using a maginifying glass with the bifocle glasses! plus caussed problems driving. The regular optomterist immediately sent him to a specialist since intial visit on April 26 we have been going there 7 thus far the 8th coming up so far a totasl after medicare is 716.70 but i am sure there are at lest 2 more bills yet; 3rd for the next visit and yet the glasses what medicare does not pay for... Sears said they would make them right - at first offered to refound the glsses price but thats went down the drain called other other day and now they demand replacement under warranty and a co-pay of $40 well guess what Sears has lost him as a customer in the future and possibly me for mine and we have been goign to Sears Optical since 1997. I say the glasses should of never been made for him but what do I know its a nice way to rip off the elderly he is 78 years of age, and have right to complain since the payments all came from me through my bank account
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Review
#329943 Review #329943 is a subjective opinion of poster.
Loss
$346

Sears -Don't buy their lawnmowers

My 81 yr old mother bought a $1400 riding lawnmower from Sears the end of April 2012. She has use it 4 times, the end of June 2012, the DCS pulley mandrel fell off, it holds the belt. It took 10 days for service to come out, now, it is taking 10 days to order the part. They won't pay for anyone to mow her yard, because she didn't buy a "protection plan". This mower is less than 3 months old! She will never buy anything from Sears again. All they are interested in are selling their "protection plans"
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Review
#329826 Review #329826 is a subjective opinion of poster.
Approximately 18 months ago we purchased a Sears model washer dryer set manufactured by LG. while washing a cotton blanket, a couple towels and kids socks and underwear the interior glass (front loader) shattered during the tumble cycle. We heard a loud thumping and...
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10 comments
Anonymous
#1633048

I have an LG model 1201C. I set something on the glass and it started cracking.

I thought diamond glass was suppose to be hard and durable. My son though it was plexiglass-glass and was surprised when I told him what happened.

I chatted online with Sears about installing a new lid and the cost. Could not get a straight answer.

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Review
#329801 Review #329801 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1200

Stay away from Sears and Bosch appliances

I recently purchased a new Bosch Axis washing machine from Alan at the Sears store at St James and Ellice. This was after the Sears repair man spent five minutes in my home and charged me $100 to tell me my old machine could not be repaired. It took about 10 days for the washer to be delivered. It did not work. I was forced to wait 10 more days for the repair person to show up. After five minutes (but no charge this time) I was told it need to be replaced. The store manager arranged for the floor model to be delivered. It also did not work. Chris, the store manager, said the door locks were not working on a batch of Bosch washers. He apologized. I asked if a floor model from another store could be delivered. Nope. It does not work that way. I can only deal with the Sears store and not the rest of the chain. I asked what the good people of Sears and Bosch would do for my time and horrendous experience. He said that any compensation would be determined after everything was resolved. I was surprised by this answer. I said to Chris, "You could offer me $50 store credit which would be insulting based on the fact I have needed to be home three times". Chris replied, "the compensation will be to the benefit of Sears". Wonderful response. My warning is for those planning to purchase Bosch Axis washers and also those considering Sears for their appliance purchase. I would stay away from both based on my experience
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Review
#329797 Review #329797 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1600

Sears Service

I scheduled a repair of my sears washer for which I have already paid an extended service agreement. The technician was scheduled for this afternoon. Before taking off work my husband called and confirmed that the repair tech would arrive between 1 and 5 pm today. Since the tech have not arrived nor called by 4:30 my husband called and was told that the tech would arrive before 5. At 5:15 my husband called again because no one had arrived nor called. At this point we were told that all techs were finished for the day and no one would be coming. I called customer service and customer solutions. I was on the phone for two hours due to transfers and dropped calls we the only solution being given was to go to a laundry mat and the earliest that a repair could be scheduled would be a week later. Think twice before buying an extended warranty. I have purchased them for years and rarely use them. Now I am finding that this is a way of getting money and not providing service when needed. You may also want to weigh your options before purchasing from Sears if you remotely think you may need their service. Customer service for Sears is horrible.
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1 comment
Anonymous
#514839

Sears process of handling calls for service, delivery and installation is HORRIBLE! In fact, so bad that I am sending my not-even-a-month-old appliances back.

Never had so much run around, lack of or nor communication. The local guy in Missoula, MT are great - it's the PROCESS that is horrendous. Will never buy major appliances there again. In the end, I would have had to take 5 days vacation days to have everything delivered, installed, and a minor repair service...

fortunately, I had help to be here... but never did have the service guy show up when he was scheduled to. Had a schedule time for 2 weeks in a row from 10-12... automated call in the a.m.

telling me he would be late but NO TIME OF WHEN HE WOULD BE HERE!!! AND THEN NEVER CALLED!!! Horrible customer service. The national call center does not know what the local guys are doing and visa versa...

Awful awful...

had to be on the phone at work for over 1/2 hour which caused me to have to go into work early the next day because I was on-hold for so long.. BUYER BEWARE!

Review
#329605 Review #329605 is a subjective opinion of poster.
Service
Sears Repair

False advertisment for sears trimmer

I bought a trimmer that was suppose to come with a cultivator attachment, at the time they did not have stock and I was told they would would give me a rain check and call me when it came in. Sears notified me a week later that they have no more of these attachments and they were not getting any more in and I had to select a different attachment as compensation. The manager tried to lie to me on the phone and said the ad stipulated that it was only limited quantities. Good thing I still had the ad, I pointed out to her that no where on the add did it say this for the cultivator attachment. There web site show an identical cultivator attachment in stock but has a different product number and they would not offer this in compensation. I returned the trimmer and will never shop sears again.
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Review
#329352 Review #329352 is a subjective opinion of poster.
Service
Sears Manager
Loss
$250

Sears Water Heater Replacement - Shame

water heater that was under warranty stop working on 7/30/12 since that time My faimly of 4 has not had any hot water . The excessive number of days has caused inconvience and the hardship and shows a lack of concern for your customers. I was told that Sears located a replacement water heater at a Sears with the capacity of the one that I had. The Sears is approximately 40min away however the installers are not allowed to travel more than 20 miles therefore my family is left to suffer with no hot water for 8 to 10 days. I have spent over $300 thus far to afford my family the opportunity to take showers and perform basic hygeine. The treatment of me and my family is unacceptable and shows a systematic lack of concern for your customers; I say this because even at the cooperate level I was lied to and pushed to the side by the very staff that was put in place to help so that they could enjoy their holiday while leaving me and my family with no resolution. Had I known what I know now I would not have bought the warranty.
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6 comments
Anonymous
#507205

Thanks

Anonymous
#507204

Thanks

Anonymous
#507203

Thanks

Anonymous
#507202

Thanks

Anonymous
#507201

Thanks

nikalseyn
#507032

Typical Sears. At least the new Sears, a part of KMart.

You would be better off just buying a new one at a good, local plumbers or even at Lowe's, Menard's, etc.

and having it installed.

After I did so, I would sue Sears in small claims court.

If they don't bother to show up for the court date, get a judgement against them and see an attorney to file a lien against the local store. Then foreclose on the lien.

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Review
#329313 Review #329313 is a subjective opinion of poster.
Service
Sears Replacement

Sears in Orlando, Florida - 3 yr old water heat out, parts and labor as much as new heater..

Our 3 yr old water heater broke. Parts are still under warranty, however Sears must send a repair man out to figure out what is wrong. We were told by three different Sears people three different stories. We went with the last option of a $80 service fee which would include the part and labor. First of all the repairman was 3 1/2 hr late and after he looked at the heater to figure out what was wrong he said the that the labor for today was $90, the part was covered but the labor to install the new part would be over $200. The cost of the water heater 3 years ago was $390 dollars. Our last water heater worked for 13 yrs AND WAS NOT A SEARS. When we called the complaint line they offered us $100 off a new heater. WHY IN THE WORLD WOULD WE BUY ANOTHER SEARS WATER HEATER.
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1 comment
Anonymous
#506863

Youre obviously not very smart. You said that the parts were covered, but that doesn't mean labor is free.

Labor is expensive.

You also act as if Sears made the *** water heater that broke. Sears has a lot of problems but this isn't one of them.

I think they went above and beyond in offering you the 100 dollar credit. You're just too *** to see it.

Review
#329117 Review #329117 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

Sears, kenmore Fridge, not working for 2-3 weeks

We bought a new Sears, Kenmore Fridge in Sept. 2011, It was not working properly, called for repairs, it took about a week for them to send a repairman, then they had to order parts, that is another week, parts. The parts wont be here until tomorrow sometime, Then 7-4 is a holiday, and they cant send someone until Thurs, Friday or maybe Monday. This means we go without a proper working fridge for 3-4 weeks. I spoke to 3 people, the last being Brenn 074997, I explained I have 6 disabled adults, one dying who can only have pop sickles and ice cream, he is in care of hospice. I also have 2 children in the house. This is not except-able time frame to compete repairs or leave us without a fridge or freezer. I asked that they send a loaner or new one we can not go any longer without. They offered a $80 credit toward buying a mini fridge, I explained that I have one and the freezer in them do not work and that if I walked into a Sears I could not even buy one for $80. This is not going to solve the problem and being with a fridge for 3-4 weeks is not acceptable time frame to go without one.
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3 comments
Anonymous
#509376

the ad above supposedly from coca cola above has got to be a scam so why does pissedconsumer allow it to be on their site?

Anonymous
#506925

See how Sears Cares .... some one from Sears did call an set a time for 7-5 after 5 pm .. but the person below thought a few weeks without a fridge is ok???? File complaints and then they respond ... not such good business ... sorry Sears this lost my vote..

Dear Sally,

Thank you for contacting us regarding your refrigerator. We appreciate

hearing from you.

We apologize your refrigerator is not working.

We understand your frustration with the scheduling of a service call.

The earliest available date and time in your area for our technicians is

7-12-12 . We apologize for the wait. We have placed you on our earlier

service order list. If we have a sooner date and time available we will

contact you.

If you have any additional questions or concerns please feel free to

respond to this e-mail and our team member will address those concerns.

Once again we apologize for the inconvenience and thank you for

choosing Sears. We appreciate your business.

Sincerely,

Barbara S.

Sears Holdings Corporation

Original Message Follows: ------------------------

I am very disappointed with Sears. The options offered was not a good

one. I spoke to 3 people, the last being Brenn 074997, I explained I

have 6 disabled adults, one dying who can only have pop sickles and ice

cream, he is in care of hospice. I also have 2 children in the house.

The fridge we bought less then 1 yr ago. It was not keeping thing frozen

as it should on last week when we called for service, it took almost a

week to get someone here, then parts needed to be ordered, on Friday,

now the fridge is totally not working, parts due here tomorrow but know

ones what time, Wed. is a holiday so your company can not send anyone

until maybe Thurs or Fri, so we are looking at two weeks with out a

proper working fridge. This is not except-able time frame to compete

repairs or leave us without a fridge or freezer.

Sincerely,

Sally

-----Original Message-----

From: searscares

To:

Sent: Mon, Jul 2, 2012 8:48 pm

Subject: Sears Holdings - Customer Solutions Record Opened 6099840

Dear Sally,

Thank you for contacting Sears Holdings Corporation and allowing us the

opportunity to address your concern regarding your recent experience. We

sincerely apologize for the inconvenience you have experienced and we

appreciate the opportunity to assist you.

Please be advised your issue is being addressed and record 6099840 has

been opened. If you have any further questions, please feel free to

contact us by replying to this email or via phone.

Thank you,

Customer Solutions Department

Phone: 1-800-479-6351

Hours of Operation: Mon-Sat 8 AM - 9 PM CST & Sun 10 AM - 6 PM CST

P.S. Your feedback is important to us! Click here to take a quick survey

on your experience today.

SearsCares
Sears Response
#506472

SKY1759,

Being without a refrigerator for any length of time and be extremely frustrating and sometimes costly. My name is Brian H. with the Sears Cares team and we'd like to offer our assistance. We want to ensure that this repair is completed as soon as possible and that there are no further complications with completing it to your satisfaction. If you could please email SMAdvisor@searshc.com with a phone number we can use to contact you, as well as the number used to purchase the refrigerator, we will have a case manager call you directly. Also, please be sure to include your screen name (Sky1759) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

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Review
#328951 Review #328951 is a subjective opinion of poster.