Scott M Jcr
map-marker Placerville, California

Sears service is terrible. Never showed up.

Sears appliance service is absolutely horrible. Our 2 year old Sears stove broke a week ago and we arranged for warranty service between 1-5:00 last Friday and the tech NEVER showed up. We finally got to talk to a human at 6:30 that night after we called and they told us we would get no service that evening and we had to reschedule for Monday (today) between 10-2:00. It's now 3:50 and he still is not here. I spoke to a "supervisor" at Sears who offered me a $50 gift card or 6 months more warranty on this piece of *** stove and I accepted neither. I have shopped at Sears for 40 years, but I AM DONE AS OF TODAY. YOU SHOULD BE TOO. Unless you want to be treated like your time is worth nothing and want to buy *** appliances, you should never shop at Sears. There are plenty of competitors out there who would love our business and I will be finding one. Sears is DEAD in my world. They do not deserve anyone's business. BOYCOTT SEARS.
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1 comment
Guest

To Smarti,

My name is Dianne and I'm part of the Sears Social Media Support Team. I found your post here and I'm truly concerned by what I have read here. Sears has always stood for the highest levels of quality and service; I know we have deeply disappointed you with the delay of your repair appointment.

We certainly don’t want our customers frustrated. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@***.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (Smarti) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

Anonymous
map-marker Atlanta, Georgia

I got no satisfaction from their incompetency

I bought an exercise elliptical on a Saturday. The salesman talked me into letting them put it together for 1 penny if I was able to pick it up at the store myself. It was to be ready in 3 days or less. On the 3rd day, I called. Was told the elliptical was ready. It wasn't. Would be ready next day. Called next day. People who put stuff together not work on Tuesday. Would be Thursday. Asked for free delivery to offset this inconvenience. They would not even consider it. Pretty much, the attitude was "take it or leave it".
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Anonymous
map-marker Elmhurst, Illinois

Have not received rebate after 5 months

I bought mattress amd box springs on Oot 1, 2010 from Sears. They promised free delivery, which was part of the reason we bought it at Sears, but it would come as a rebate I Still have not received the rebate after 5 month and it was promised in 8-11 weeks. When I call, I have done everthing correctly and they see my information in the system and they say it's on it's way, I must be patient. No, noone answers the phone at the rebate center. noone will give me a manager of an exact time line.
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tammykate W
map-marker Phoenix, Arizona

Sears purging warranty records, refuses to honor warranty

Years ago I purchased a home improvement project from Sears, a permanent coating for my house eaves and pillars with a lifetime warranty. It is now peeling and cracking. I called Sears to get it repaired. I was told they could see in their system that I had had it done and the year but they were not required by law to keep copies of original paperwork or warranties past 5-7 years. Since they no longer had a copy of the warranty, I would have to produce it in order for them to repair it. I cannot find it and I assumed that such a reputable company would surely keep such things on file. According to Sears, the burden of proof is on the homeowner, and if the homeowner cannot produce the original paperwork, they will not honor lifetime warranties once the information has been purged from their system.
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1 comment
Guest

They Sears are correct, it is the buyers resposibility to keep there warranty papers not the seller. Why would Sears, Walmart or any large Store keep your records.

Find your paper work Maybe it was a case was the warranty was not transferrable and you bought the property from a previous owner. Your paper work will have all details.

Anonymous
map-marker Camden, New Jersey

SEARS Service Run Around

I had a service appointment set up and when I made the appointment they told me about the warranty I could buy that would cover the service call and the next year. I wasn't sure about the details and was at work reacting to a call from my family saying the refrigerator was not working. The rep assured me I could call back and get the warranty later in the evening. When I did this after work, the person on the line said no problem then charged my credit card, sent me my warranty card and then told me I had been rescheduled to FOUR days later. I talked to three other people all with the same "to bad that's the policy" attitude and a supervisor who said it was my fault for not making up my mind when they tried to sell me the warranty in the first place. I have 3 kids and a refrigerator full of food - that will all go bad by Tuesday. Bad service and or policy which ever you want to blame. I am so extremely disappointed in Sears I can't even fully express in words.
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1 comment
jmad

You are not gaining anything by getting the warranty because it will be fixed and will break again.

They do not honor there lemon policy

I have the warranty and my washer has broken three times and the tech has been out twice

They still want to tell me that it will be wed before another tech comes out

My washer had a full load in and over filled of water. Good Luck

Anonymous
map-marker Chicago, Illinois

Sears--package never delivered

I ordered two sets of apothecary jars (3/box) December 5. Delivery in 5-7 days. December 18...still no delivery. I call and cancel order. No prob, we'll refund you, says phone customer service. One box arrives end of December with one set. No second set. STILL HAVEN'T resolved this after four phone calls and 6 emails. Clearly, SEARS knows that it doesn't have to remedy these errors with online shipping and chooses to ignore problems instead. Customer service will not follow up or provide answers. Sears customer my whole life...I am so shocked and disappointed that I will NEVER shop Sears again.
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Loss:
$24
1 comment
Guest

Where you reimbursed? When did you get reimbursed?

Any company, shipping a product is subject to 3rd party shippers, for small items. Unfortunately, theft is a part of that reality.

The decision to leave out important service information tells a lot about this scenario.

Meaning that you are leaving out crucial details to a company making service right, even though they may not be completely responsible for your shipping woes.

jobele L
map-marker Austin, Texas

Sears Customer Satisfaction - What a joke!

I Came from a family that was loyal to Sears and purchased all our home appliances, tools, auto batteries exclusively from them. In 1998 we purchased from a small Sears store in our small country town an expensive riding mower. We added the home service contract and the extended warranty bringing the price to over $2400.00. After about 45 minutes of use the coil went out and this is a part that should never fail. I contacted Sears for the in home service and nobody ever showed. I called and was told that nobody was home and yet we were. I rescheduled and again nobody showed. This time I called and asked for the part to be shipped to me and they told me that I would have to go to the nearest parts center which was 80 miles away. When I got to the parts center they apologized and said that there had been a design flaw and they had replaced the coils with a new design and gave me the part. After putting the new coil on and running the mower for about 30 minutes another part that should never fail did so. This time the height adjustment on the left side of the deck sheared in half dropping the left side of the deck on to rocks and ruining one of the blades. After two more calls for in home service that never showed up and continued to claim nobody was home I was forced to make the 80 mile trip for parts. The service center people this time were about as friendly as a angry badger. They agreed that the deck height adjustment was flawed part and agreed to replace it but in the same breath told me that the blade was clearly customer abuse and refused to replace it. I tried to reason with them and explained that I only needed to replace the blade from the side that the height adjustment failed on. The damage was caused by that parts failure and got no where. While there I got the replacement blade and their names then the contact information for Sear's customer satisfaction guarantee and left. I put the parts on and after 45 minutes the coil failed again. I tried calling Sears and could only get voice mail. That night my first letter with all the details and issues requesting a refund of my money since in two weeks we had only been able to use the mower for may be 2 hours. I never got a response. I didn't even try the in home service this time I just made the 80 mile trip for another coil. After an hour and twenty-five minutes it went out and so did another letter requesting a refund. Still no response. Another 80 mile trip and after installing it failed after 45 minutes. This time I used the legal plan I had as part of my benefits and they sent Sears a letter. What surprised me the most was how fast Sears responded to them. The VP of customer relations refused to do anything about my having to buy blades even though it was their fault. He even went on to say that the small Sears stores are only franchises and they are not required to honor the Customer Satisfaction guarantee and how I should have made my purchases at a big Sears store in a mall. With out waiting for a response from me my lawyer shot back at them telling them yes they were responsible. The VP then responded offering only 60% of the purchase price saying how this was no longer new and could not be sold as such and to take it or leave it but that is all they would do. My lawyer pointed out that if they sued Sears they would almost certainly win but that it would take years to settle and that the costs would eat up any settlement. He said that sadly it really was not worth the effort. In the 12 years since then we have bought two sets of washer and dryers, two refrigerators, one freezer, one dishwasher, two stoves, three microwaves, an assortment of small kitchen items like mixers etc..., a large assortment of hand and power tools, and numerous auto batteries and none of it from Sears. To tell the truth the only time we go into a Sear's store now is so we can cut through it to get to our true destination. Your loss Sears!
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Loss:
$2400
sean f Szz
map-marker Hollywood, Florida

Sears

I had a layaway at Sears. I went online and made my payments on time and always payed more than what was due at each time. Well I made my scheduled payment on 12/11/10 for 3.08. On 12/14/10 I see Sears took an additional 20.00 from my bank. I called Sears and explained my situation and they told me to contact the store that when my layaway is paid I would go there and pick up my item. Well I contacted the store and they say they show nothing about a 20.00 transaction and told me to call the internet department. I called the internet department and they told me to call this number. I called this number and they told me to call another number, so in all I called 7 different numbers and got no where. You would figure in this day and time when the economy is so poor and retailers are going out of business that retailers would cherish the customers who do business at their stores. I will never shop at Sears or any of Sears Holding again!!! You lost a customer who's family has shopped at Sears for over 50 years for 20.00. What a way to keep a customer!!!!
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Loss:
$500
5 comments
Guest

To seanf0101,

My name is Dianne with the Sears Cares Escalations Team. I apologize for the type of service you have received with our customer service departments. This is not the type of experience we wish for any of our customers to have. Our team would like to offer our assistance to you. Please, send an email to searscares@***.com and provide your contact phone number. Once we received your email we will assign your case to a Senior Case Manager who will contact you directly and work with you one on one. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (seanf0101) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

sean f Szz

@Boston Bill.... I am very serious, I will never shop there again.

Yes over 20.00. First its not the banks responsibility to correct negligence on Sears part. Its Sears responsibilty to correct this issue. I talked with the Store manager and he said there is nothing he can do because its an internet transaction which I understand.

It is now 12/28 and I have gotten no where with Sears. I contacted Sears internet department at 10:30am and they said they couldn't look into my account because their system is updating. They took my number and said they would call me back when its done updating. So its now 2:00pm called back got the same response.

I waited..OK.. Its now 6:12pm just got off the phone with Sears and got the same response. It takes 8 hours to update a system??? C'mon.

I'm done with Sears!!!! I will buy my tools at Lowe's for now on.

Guest

"Sears or any of Sears Holding again!!! You lost a customer who's family has shopped at Sears for over 50 years for 20.00. What a way to keep a customer!!!! "

Be real

Your not going to shop there over 20.00?

I dont think Sears would allow that.

I have seen Sears go out of thier way to fix an issue like your besuides your bank would fix that easy...

Talk to the store manager with out being upset I am sure he/she would help...

sean f Szz

This matter still is unresolved. I contacted my bank and they gave me a provisional credit.

Amber Pga

Did you ever get anything resolved? That should not go on. That is NOT OK, and you should have to experience that, from anyone.

Do you have an attorney? Cause I do now, and as a matter of fact, because of this company, I just recently got an upgrade in my account, AND my money back. I swear this on my life.

I work for prepaid legal. Not sure if you've ever heard of them, but I not only receive their service for Legal help, but now I work for them and I couldn't be more satisfied.

Here, this is my website. My name is Amber Jenkins.

www.prepaidlegal.com/hub/amberkjenkins

This is my PERSONAL email address also if you my have some questions or are a little skeptical, which of course is normal. But please look into it, companies like this need to be brought to a skreetching halt. NOW... God Bless and Happy Holidays.

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Anonymous
map-marker Ottawa, Ontario

Paid for it but can not get my dishwasher fixed

my dishwasher broken on Feb 2 and I am still waiting for a service.Sears customer service said that they might get the part on March 14 and after they will contact to me. who knows whenI didnt pay for this. I am very dissappointed with Sears Toronto a a a a a a a a a a a a a a a a a a a a aa a a a a a a a a a a a a a a a a a a a aa a a a a a a a a
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2 comments
Guest

I am dealing with the same thing with our refrigerator. Problems started Mid January and we are still having the exact same problem.

You are right - it is completely unacceptable.

I will be filing a complaint with the BBB today. So ridiculous!

Guest

We bought a refrigerator from sears 3 months ago...quit working..called the service dept..2weeks to get appt..."fixed the fridge"....that night quit working again...called service dept...2 more weeks to get someone to look at it!!!! They must have alot of repairs to do if it takes so long to get an appointment....this is totally unacceptable...we will never buy from them again...nor will any of our friends or family

G

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Anonymous
map-marker Columbus, Ohio

Sears refused to deliver my mattress!

Unbelievable! The Sears clerk was super helpful, and took a lot of time with us as we bought a mattress set for over $1,300! Once the delivery man showed up, he refused to deliver it saying he would have to bend it to get it up the stairs to the bedroom, and if he did that, he would have to pay Sears for it because he would be in trouble. Now, 10 years ago a delivery man managed to get our old one upstairs with no problem. Lousy attitude, lousy customer service. We got no satisfaction at all by calling his superiors. Very rude and unhelpful. Don't waste your time at Sears mattress sale. I waited a week for this delivery and am very disappointed. Now have to start shopping at square one.
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Larry M Nrt
map-marker Worcester, Massachusetts

Mgrs. don't care or return calls

I purchased a snow blower and it broke within 5 minutes. My wife and I had to finish shoveling the 18" snowfall by hand. Lot's of fun when your 62! It took a week to get a service tech to the hse and he found the problem to be a broken bolt installed at the factory. I'm sitting here as it snows yet again, looking at the repair parts that came and I'm told it will be another week to get someone here to fix it. I have talked to 3 mgrs. at the Danbury store, and I'm still waiting for them to call me back as promised and now left a message for the New England regional mgr this morning and still no return call from him either. I just finished shoveling for the second time today. They could care less about getting out here and fixing it. There motto should be "We make the sale and then forget about you". Run....don't walk away from Sears if you need an appliance or power equiptment. It's well worth paying a few extra dollars somewhere else and having peace of mind in knowing someone will actually try to give you customer service as it should be.
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peepspaugh P
map-marker Mount Laurel, New Jersey

Charged for a repair that Kenmore knew was problem

I bought Kenmore's top of the line products: the Kenmore Elite Refrigerator, stove, dishwasher and oven hood for my kitchen. I recently had to have the refrigerator worked on again which is now 3 years old. This time when the repairman shows up he says that the ceiling has dropped in the freezer which Kenmore is aware of and they are to fix it with this repair kit when they come across this problem. What happens when the ceiling drops moisture gets in behind the walls and freezes up the fan motors. This is what happened with my freezer. Here is where I got upset. There are two fan motors located in this area. The one in the back center is the one that they say goes bad the most with this problem but in my case it was the one on the back left side (circulating fan) that went bad instead. The service tech said that Kenmore would cover this problem under what they refer to as a "Service Flash", if it was the other fan. (To bad for me) He noted the following on his report: The circulating fan was encased in ice, caused from the moiture problem, caused by the ceiling falling, which creates the icing. The one in the back is to be replaced at no cost to the consumer but (MY FAN), that was completely encased in ice is to be replaced at the cost of $270.82 (BY ME). That is what I was billed for. I called Sears the next day as told to do so by the repairman. At this time Sears said it was a manufacturer problem, that I would need to contact Kenmore which they proceeded to give me a number that was not for Kenmore Refrigerator but for there water treatment. The water treatment gives me a number which puts me back to Sears who again gives me the run around. Sears did offer to discount it at $65 of my $270.82 bill. Wow that seems fair. NOT! So this lady proceeds to give me another bogus number for Kenmore. How is it that Kenmore is one of Sears' biggest product suppliers and you can not get a good phone number from them? I have made the mistake of purchasing an entire kitchen full of Kenmore Elite products that I am now stuck with these headaches until I can afford to replace them once again. Please do not do as I did and think when you purchase the top of line product that you get the top of the line, you just get top price and no help after the sale unless you have a warranty you will get charged again for the top of the line.
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Loss:
$270
4 comments
Guest

The refrigerator you have is a LG built fridge. The liner issue and fan issue is under SF 46 (recall notices).

This means that the mfg is aware of the problem & SEARS is aware but will not repair the problem until a service call is placed and a tech diag's the problem. The fix for the liner DOES NOT WORK, I have used this fix several times under the order of STAC with no "luck". All the fix is, is 4 plastic threaded sheetrock anchors. As far as I can tell, the fan fix is solid.

As far as SEARS Social Media goes,,,,they have no power in the company whatsoever, they are damage control. You will get the run around. If I were you I would DEMAND a replacement unit and nothing else, or levy a civil case. I am a SEARS tech and I am telling you that if you purchase a MPA,PA or SSA you are in for long waits, no parts, reschedules and even no shows if your appt is in the pm, we are just plain overbooked.

Please be patient with your tech, he is just as aggravated as you are. Thanks for reading.

Guest

Dear Peepspaugh,

My name is Scott and I'm with the Sears Social Media Support Team. I found your post here and wanted to offer assistance. I'm terribly sorry to hear of the trouble your Kenmore fridge has caused. I know the run around you then received while trying to find resolution only made matters worse and added to the unpleasantness of the entire situation. We'd like to help. At your convenience please contact my office via email at smsupport@***.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Peepspaugh) in the email so we can reference to your case.

Thank you,

Scott J.

Social Media Support Team

Guest

For the record Sears does not manufachuer anything, there kitchen and home appliances, lawn and garden equiptment and tools are all made by other companys.The little kenmore tag is put on or the Craftsman logo.That one reason you can buy what they sell at any other store.You just wont get the Kenmore or Craftsman logo on it.

Guest

Kenmore is a brand name which Sears owns, it is not a manufachuer and never has been. Your frig is made by either, LG, Whirpool, GE or Frigadare.They make frig for Sears and put the logo tag Kenmore on them. You can tell who made your Frig by the forst 3 digits of the model number, example if the first 3 digits are 110, that is a Whirpool box, 257 would be Frigadare.

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Jessica K Nvd
map-marker Medford, Oregon

Sears online is one big glitch

A year ago we ordered from Sears online only to have them cancel the order without cause and never notify us. When we called they blamed it on a system glitch. They re-entered the order and gave us a percentage off. Six months ago we ordered some items and once again, without cause, their system had a "glitch" causing them to cancel the order. And once again, no one notified us of anything. When we called that time they apologized, re-entered the order and that time gave us expedited shipping to get our items to us at the same time we had originally expected them. A couple of weeks ago we had ordered something and again... their system had a "glitch" and it did not process. I thought I was being smart this time however and called as well as checked the status of the order online to make sure it was being filled. Several of their customer service reps as well as the online system said it was being taken care of when it was not. We did not have that order re-entered and will never shop there again.
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1 comment
Guest

To J157,

I'm reaching out to you to offer assistance and extend an apology. I'm terribly sorry for your disappointing and frustrating experience with Sears.com customer service. My name is Dianne and I am part of the Social Media Support Team. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@***.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (J157) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

Craig B Bsi
map-marker Shamokin, Pennsylvania

Misleading "Auto" Credit

Trying to buy something online at Sears.com their customer service pointed me at applying for Sears card. However, after I applied and received instant credit, I could not buy my online item since I was not given a CC#, Exp date, etc. I called back customer service and they told me I either had to wait 2+ weeks for my physical card or go to Sears with my Driver's license. Since I get discount only if online, this defeats the entire purpose. I asked Customer Service why they 'mislead' people and he said "that is a good question". UNBELIEVABLE! They just lost my business.
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Bob S Zvu
map-marker Dracut, Massachusetts

Sears Warranty Problems

I bought a Kenmore Grill 5/8/2008 for $400 on sale. The burners have a 10 year warranty, "replaced free of charge". The warranty does say that labor is not covered. My burners rusted through and Sears now require a service call $100 to verify they are burned through. It is an easy part I plan on replacing myself. The part lists for $9.56. So much for replacement warranty. It will be the last appliance I ever buy from sears. As a 50+ year old home owner I had been a loyal customer that they lost for stupidity.
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3 comments
Guest

I bought a new grill in 2007. I paid $1300.00 for a Kenmore Elite 5 burner, 2 infared burners and side burner.

The Stainless steel burner tubes rusted out/ split and they also wanted to charge $100.00 for a service call to examine the defective parts. Same run around as the above stories described. This is a total scam! :( I have tried to find out what manufacture built this equipment so I could by-pass the crooks @ Sears but I haven't had any luck.

No wonder companies fail!

By the way my parts cost $22.00 ea. and there is 5 !

Guest

I too bought a Sears Grill a few years ago Only I spent over $600 on a Kenmore Elite model. Same "10 year warrant" on the burners.

Same run around on needing to send a service technician to verify the burners had indeed disintigrated. $100 minimum trip charge and no, they would not order the parts - only the technician could and no they would not accept pictures or even the defective part sent to them or brought to a service center.

This type of "service" is just another reason Sears is in decline. Stay away from any appliance at Sears if you ever want any service on it.

Guest

Sounds like to me you should have checked out the merchandise prior to purchase $tup!d on your part. Don't blame Sears for your shortcommings.

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