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RUN -DON'T WALK AWAY FROM SEARS/L&M INSTALLATION

Delivery and installation was purchased/scheduled but never happened - almost 10 days later and still no dishwasher - Sears managers were ineffective, L & M Appliance Installation company could care less that they did not delivery and install on 6/21/12 as scheduled (it is now 6/29) and said I could expect it between 5 and 9 PM tomorrow - which means that our travel plans would have to be changed - they did not care - Sears did not care - RUN, DON'T WALK, AWAY FROM THESE COMPANIES - LOUSIEST CUSTOMER SERVICE I HAVE EXPERIENCED IN YEARS - NO CONCERN AT ALL FOR THE CUSTOMER POST PURCHASE - DON'T CARE IF AND WHEN THEY DELIVER
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Anonymous
#838170

Only wish I had read this BEFORE I placed a phone order. The whole process has been a nightmare!

I've had the same experience as the other posts. In frustration I drove to my local store this morning as a last resort and the appliance manager spent 2 hours on the phone trying to resolve the installation issue for an order his store did not get.

He went above and beyond for me and was able to get a private installer to do the job. Kudos to Northpoint Sears in Alpharetta, GA.

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Anonymous
#508282

I am having the exact same issue now and it is very frustrating. Sears has horrible customer service.

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David
Sears Response #506467

Anonymous,

I'm sorry to hear of the troubles you've had with your dishwasher. My name is Brian H. with the Sears Cares team and we'd like to offer our assistance. We can look further into the issues that are causing you this frustration and address them as well as make sure you are completely satisfied with your delivery and installation. 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 dishwasher, we will have a case manager call you directly. Also, please be sure to include this screen name I've created(DishwasherInstall) 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

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#328243 Review #328243 is a subjective opinion of poster.
Service
Sears Installation

Sears Warranty Service- Never Again

I purchased a top of the line Samsung dryer six months ago. The sales representative sold me on the warranty. Supposedly if my dryer broke their prompt sales representatives would be promptly there to fix it. Sure enought 2 months after I bought the dryer it broke and someone came to fix it, but I had to wait for 1.5 wks to get someone there. That was my first experience so I thought that I would let it go. Now, 6 months after the purchse of the product the dryer breaks again and I make an appointment for someone to come out and report. Once again I had to wait 1.5 wks for someone to come. My husband and I work full time so I had someone come stay at the house to open the door because they couldn't get anyone out in the morning. Then, 5 minutes before my window started the repair department calls me and tells me that the repair man had his truck break down and couldn't make it. The next available appoitment was another 1.5wks away. I was livid. I asked them to do whatever they could to get someone at my house sooner. I was transferred to customer care, but no one was able to do a thing. NEVER buy Sears Warranty EVER. They have terrible customer service.
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David
Sears Response #504468

Dear Jattia:

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apology for the issues you are having getting your dryer repaired. Please accept our apologies for the inconvenience and distress we have caused you and your family with your scheduled dryer repair appointments. We acknowledge and understand that each time our technician comes to your home it is you, our customer who has to make themselves available. If the technician is late or doesn’t show up it is you who misses some part or all of your day. We truly would like to look into this issue further and offer our assistance to help make sure that your repair is carried out according to the scheduled appointment time and date and assign a dedicated case manager to you to make sure that your dryer is repaired to your satisfaction. This individual will be available to you with this and any other Sears related issues you have now or in the future. We value your business very much and want to make sure that everything that can be done for you is being done.

At your convenience, please contact our office at SMAdvisor@searshc.com. Please send us an email providing 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 screen name (Jattia) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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#327872 Review #327872 is a subjective opinion of poster.
Service
Sears Repair

What happened to SEARS Customer service. Worst experience ever buying appliances

Purchased a $2000 Whirlpool Gold side-by-side fridge. Most terrible experience I ever had with appliances. We purchased the item and expected delivery 10 days later as scheduled. Sears delivery didn't show up. Once we called they told us the delivery and sale was canceled because the item was sold by the sales person for the wrong amount (less). We didn't know and it would have been nice to know so we don't wait around all day. At that point we were without fridge for 11 days... Once calling the store manager he helped us out and tried to fix the issue and we ended up paying the difference. He helped with arranging delivery. So far so good... Today we were supposed to receive delivery but 30 min before we get a call from a the Sears Home Delivery folks telling us the delivery was canceled because there was a sign at our road that stated no big trucks should drive on this road and their truck was a big truck. Well, we checked and there was no sign anytime in the day. they lied to get out of a delivery appointment. We waisted an entire day waiting around. When we called the service department to tell them there is no sign they told us we were wrong... So I went and made a picture... They didn't care. Finally they told us we won't get the same driver and he will be out tomorrow (next day) to deliver. 1hr later we get an automated call telling us the deliver was moved out for another week. I feel like we are being held hostage. They took our money. We need a Fridge... it is summer and we don't have one since the old one died and they are playing games with us. I am so disgusted with Sears. I tried to call the service department and ask for the manager. They transferred me and after 30 min they hang up on me. So I called again and they transferred me again and came back once to tell me to hold on and then after 30 min again hanged up on me. It seems to be their policy not letting you talk to a manager. I have bought all small and big appliances at Sears for the last 17 years. Not anymore. If i would treat my customer this way I would be out of business. Remember the problem is in the delivery and service. The sale was in the store was fine. Nice people but it appears they employ a group of no-good people in the home delivery division who are so unprofessional that it is pathetic. Worst experience ever. One more loyal customer gone.
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David
Sears Response #506453

Anonymous,

I can completely understand your disappointment and frustration with your refrigerator delivery. My name is Brian H. with the Sears Cares team and if I'm putting myself in your shoes, I wouldn't blame you for being upset. We'd like to look further into this situation for you and help in any way we can to make sure your delivery is completed 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 this screen name I've created (RefrigeratorDelivery) 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

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#327687 Review #327687 is a subjective opinion of poster.
Loss
$2000

The delivery men that Sears hires are incompetent! My mom purchased a new washer and dryer from Sears that included delivery, haul away, and install. After they hauled away the old washer/dryer and installed the new one, we kindly asked them to level the appliance...
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David
Sears Response #506445

Foxfire,

I apologize for the way your delivery was handled. My name is Brian H. with the Sears Cares team. I understand from your post that you've already returned your merchandise but if there is something we can do to earn your business back, we want to know. We also want to be sure to address the problem with delivery so other customers don't have the same issue. 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 washer and dryer, we will have a case manager call you directly. Also, please be sure to include your screen name (Foxfire) 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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#327686 Review #327686 is a subjective opinion of poster.
Loss
$1600

Update by user Mar 29, 2015

Still no sulfur damage on the old ac unit we put back in the window. Unlike the sears junk this one has held freon so long it wore out the high speed fan relay in the control board.

Took me about an hour to fix it. I imagine if I would have called Sears repair they...

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Anonymous
#535351

Sears has not stood behind their product to this day

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#327539 Review #327539 is a subjective opinion of poster.
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$300

I am a pissed off former employee of Sears. I worked at Sears for a year after I graduated high school I did not want to go to college after high school so I choose to work at Sears and that is the worst decision I have ever made. I have quit Sears and will be...
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Anonymous
#1367646

This is what black people put up with always hospital schools gov jobs

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#327343 Review #327343 is a subjective opinion of poster.
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Sears Credit Card

I purchased from Sears; and had installed; wood flooring in my living room the fall of 2011. The installers did a shoddy job at best!!! The floor buckled; the air vents were not replaced; the trim popped up around the edges and the list goes on! After the fourth visit...
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Anonymous
#1203661

Still waiting for a sears contractor to call me to set up an appointment 2nd measurement of flooring contract is signed the office gives you the run around they best not charge my credit card

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#327289 Review #327289 is a subjective opinion of poster.
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Sears Repair

Briana sears Fayetteville,n.c.cross creek mall

Would not exchange baby gift for larger size and had the receipt. Said it was over 90 days. Told us to find what we needed and then would not exchange it after spending that time to shop we had also picked up items total f 200.00 which we did not get. Carter outlet said that we could take it to them since sears did not take care of it. My daughter was still pregnant at the time and the baby was a diabetic baby that was going to be larger. Sears lost me as a customer that day. Thanks
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Anonymous
#880936

People are crazy items lose their value after 90 days , every store has rules the rules are on the back so the receipt. Just learn to read.

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#326586 Review #326586 is a subjective opinion of poster.

SEARS HAS TO HAVE THE MOST IMCOMPETENT REPAIR SERVICE

I just hung up after waiting on hold for about the 11th call I've made to Sears this time after 1 hr 1 min and 54 seconds with no one coming back on the line I hung up. They never came to my house for a scheduled repair appt because the new $3,000 Elite refrigerator woke me out of a sound sleep at 4 am. with a noise that sounded like a large generator running. Instead of coming out to the house the repairman said OH if there is no error message on the front of the screen on your fridge that means there is nothing wrong. I repeated to make sure I was safe if he didn't come out and said SO, if there is no error message that means nothing is wrong and he said yes to try to record the sound. When I opened my fridge next it was 54 degrees and everything in the freezer was defrosted. I called and they said no one could come until after the weekend. I asked for reimbursement for the food and they said no because while under warranty I didnt have an extended service warranty. I explained if their technician had come out when he was supposed to and BECAUSE HE WAS 100% WRONG THAT THERE WAS NO PROBLEM WITH MY MACHINE - IT WAS ACTUALLY DEFROSTING EVEN THOUGH THE ERROR MESSAGE DID NOT SHOW UP UNTIL 2 DAYS LATER - HE WOULD HAVE FOUND THE OLD FASHIONED WAY OF DIAGNOSING THE MACHINE THAT THE EVAPORATOR FAN HAD FROZEN AND THAT IS WHY I HAD NO COLD AIR. I VERIFIED THIS WITH 3 TECHNICICANS THAT IF HE HAD COME OUT HE WOULD HAVE SEEN THE PROBLEM. NOW THIS IS A $3,000 FRIDGE 6 MONTHS OLD AND THE NEW TECHNICIAN WHO CAME WHO WAS VERY NICE SAID THAT HE COULDN'T GET THE PART ANYWHERE. I ASKED IF THEY COULD OVERNIGHT IT AND HE WROTE THAT DOWN. DID THEY NO. DID THEY EVEN ORDER IT. I HAVE MADE AT LEAST 15 CALLS ON THIS AND WAS TOLD TODAY BY SEARS THAT THAT MAN HAD NEVER EVEN COME OUT TO MY HOUSE. THANK GOODNESS I HAD THE RECEIPT HE HAD GIVEN ME SHOWING THE PART # AND THE DATE HE WAS HERE. SO NOW I HAVE LOST AN ENTIRE REFRIGERATOR OF FOOD THEY CLAIM THEY ARE NOT PAYING ME BECAUSE THE APPT WAS CANCELLED AND I DON';T HAVE A WARRANTY - THEY FAIL TO UNDERSTAND THAT IF THEIR REPAIRMAN HAD SHOWN UP ON THE DAY INSTEAD OF RELYING ON AN ERROR CODE THAT NEVER APPEARED UNTIL IT WAS TOO LATE I MIGHT HAVE SAVED MY FOOD. I WILL BE SMALL CLAIMING THEM . IF ANYONE HAS HAD A SIMILAR EXPERIENCE AND SUCCEEDED IN GETTING A REIMBURSEMENT I'D LOVE TO HEAR FROM YOU.
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#326528 Review #326528 is a subjective opinion of poster.
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Sears Repair

Sears and Identity theft - NOT HELPFUL

Someone stole my husband's identity and opened a Sears credit card. They then rang up thousands of dollars in purchases. From day 1 we have been on the phone with Sears customer service and fraud department. We sent them the police report, the affidavit and everything else they needed from us. They kept telling us we were ok and that it was removed from our name and the account was closed. We have a detailed record of calls made and all the paperwork associated with those calls. We kept getting bills, we kept calling, they kept telling us it was ok and we were not responsible for those charges. Now flash forward 2 months and Sears reports us as being 30 days past due on a payment for these fraudulent charges! The credit borough has now dropped my husband's credit 100 points. Sears needs to get it together and HELP victims of identity theft. Due to this credit drop and Sears not responding to us - we are now having to battle daily to purchase the home we are attempting to buy (in escrow). So now what Sears?
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#326362 Review #326362 is a subjective opinion of poster.
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Sears Credit Card