glow t
map-marker Livingston, New Jersey

Installed new gas furnace that doesn't work

I signed a contract with sears to install a new gas furnace on 12-2-10. My old furnace worked will but was 15 yrs old. Just wanted an upgrade. Sears sent a subcontractor to install the new furance and it does not give adequate heat. After numerous calls and endless revisiting by the contractor my furnance is still not working. The sales rep assured me that if there is a problem after three visits they would correct the problem. I need help, I am constantly getting the run around. I only went with Sears because i though they would honor their policy.
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Loss:
$7554
4 comments
glow t

I want to thank all those who responded to my complaint about Sears terrible service. I will follow up on all suggestions.

FYI it is 1-12-11 and my problem has yet to be fixed. Again thanks again

Guest

I forgot to give you there Sears home office number were you can get a live person. Tell them what your going to do and give them one more chance to make it right. 847-286-****

Guest

Take your complaint to your states attorney general and file a complaint against Sears and name there ceo Eddie Lampert. It wont cost you anything but a little time.Sears hates these kind of complaints and will get you fixed.Next time use your local heat and air services,they will treat you better.

glow t

how can i make sears accountable for their faulty equipment they just installed in my home. They installed a new gas furnace that doesn't provide adequate heat. I need help.

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bigpdr R
map-marker Atlanta, Georgia

Poor repair service

I have three issues I'd like to have addressed; 1.) I called 800-4-MY-HOME last week to make an appointment to get my dryer serviced. A couple of years ago I needed my dryer fixed and called the same number and a live person offered me a one year service contract for a couple of hundred dollars and I was hoping to get the same deal this time. A computer answered the phone and never gave me an option to talk to a live person nor to get that same deal. It took me 3 calls to the computer to make the appointment but again not once was a live person offered nor that service contract offered. The service person showed up on Saturday and charged me $283 to "fix" the dryer. 2.) I said "fixed" because the dryer is still not working, the same problem still exists so the $283 was a complete waste of money. I called the 800-4-MY-HOME number on Sunday to talk to someone about the dryer still not working and again was still not given the option of talking to a live person. I pushed the 0 key a couple of times out of desperation and low and behold I got transferred to a live person. However this person could not help me as the computer was not updated yet with the information of my service call and I was told to call back on Monday. 3.) I called back today and got an appointment setup for Thursday and the lady offered me the service contract for $205 for future work, not to include Saturday's $283. She actually tried to sell me the product I wanted last week but could not get on top of the $283 I paid two days ago. So for $488 I can get the dryer fixed instead of buying a new one for $329, call me crazy but that just does not seem like a good deal. 4.) I think the only fair thing for you to do is to refund me $78 dollars and sell me the service contract I wanted but could not buy from the computer and to fix my dryer. Please let me know your thoughts.
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3 comments
Jerman Zdi

Hey Bigpdr, maybe if you did not misuse your dryer than it would still work. Customer ignorance does not cover the cost.

You always have the choice, You just did not want to spend the extra money and now that you can't get the dryer fixed for free you are whining.

Well cry a river because we don't care about your washer and dryer. Next time go to an actual store like everyone else does.

Guest

You missed the point, I never had a choice. The automated system for scheduling an appointment does not have the option of the service contract and nowhere does it say how to get a live person. If I did have a choice I would agree with you.

Guest

You had the choice not to buy the contract or get it fixed, now you should live with you decisition, not expect a refund. I am a customer of Sears and a invester I would not expect them to go out of business giving money for a honest transaction.

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Anonymous
map-marker Boston, Massachusetts

Don't get your car repaired at Sears

Couple months my Toyota's suspension system failed me and I was left stranded on the side of the road. Sears Auto Center repaired it quickly, and gave me a 6 month warranty. Today, 2 months into the supposed warranty, my suspension system failed again. A representative there claimed that it was the company that provides the parts' fault, and said that "the best we can do is to fix your suspension system", and pushed everything else to Sears' insurance company. To me that was very unprofessional and if you don't want to be the catalyst of a traffic jam because your suspension system failed, don't fix your car at Sears
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1 comment
Guest

I recommended to people not taking their 'hunk of junk' bucket *** cars to Sears or anywhere else for the matter for repairs.

If ya actually spent the time to take care of your car your suspension system would have not failed, really how much blame can you put on someone else for self negligence? Maintenance is vital for a vehicle, don't change the oil, the engine will seize. Drive like an *** your *** will fall apart.

You say your suspension failed, being a suspension system on a vehicle has numerous moving parts what did they replace/repair? Struts? Tierods? Bushings? You probably don't even know!!!

So they offered to repair a defective part they replaced/fixed for free! What else do you want? A new car!?!?!

Anonymous
map-marker Boynton Beach, Florida

Poor planning, missed and late appointments, and repeated indifference

My washing machine was intermittently unlevel during the spin cycle. Sometimes it worked, sometimes not. I took out a service contract, just in case it got worse. It did. But I should have paid cash. I've spent three weeks partially drip-drying the laundry, and waiting for the warranty contract repairman came with an even higher cost in lost work. I called Dec. 22. My first repair was scheduled for AM Dec. 28. I waited all AM, came PM. They couldn't fix it, and needed parts. Two techs came back AM Jan. 7. They still couldn't fix it, because not all the parts had been delivered. I scheduled another appointment for AM Jan. 10. Nobody showed, period. I called 1-800-4MY-HOME. "Oh, we're sorry sir, we must have had a major computer glitch with dispatch. We'll have a technician there today." Mundane, right? Now it gets interesting. I arrange for Mom to be at my house. A technician van pulls in the driveway. My mother sees him: 1 gentleman, not 2 like before. Technician gets on his cell phone; calling his assistant? Nope. He calls the wrong number in my records -- my cell phone -- and I missed the call. He drove away before Mom finished unlocking the door to stop him. No knock, no doorbell, no "sorry we missed you card." Mom calls me. I call customer service. "Sorry sir, you missed your appointment." Uh, no! Given Sears' many errors, all I want is a first thing AM or last thing PM appointment. I don't care if it is 6am or 8pm. Sears refuses. All I can do is agree to another half day of lost work. So much my summer vacation, I just gave it to the laundry repair man.
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1 comment
Guest

Remember the old saying you get what you pay for, with Sears and A+E Factory service you get head aches and frustration, you should of read the reviews on this site before becoming a locked on customer of Sears,thats what they call there service agreement customers, besides suckers.

Maria W Wug
map-marker Whittier, California

SEARS WORST CUSTOMER SERVICE EVER!!

SEARS is by far the worst company to deal with regarding service, customer service, repair appointments or anything to do with their rip-off appliances! I called to schedule a repair service of over $200 on a dryer (Kenmore) that after only 1 year was no longer working. The service department scheduled my appointment for a week out, between the hours of 10 AM and 2 PM. As working adults, my husband and I had to hire a house sitter to wait for the service tech to come to the house. Around 3 PM the sitter called me at work and told me the tech still hadn't shown up. I called and the service department and they said the guy was on his way. I told the sitter to wait. After I got home at 5 PM the tech guys still hadn't shown up. I paid the sitter for the whole day and called the service department to speak with a manager. The manager said the only thing I could do is wait until 6 PM or reschedule for another week. Nobody on the staff could make it right for us. The service department couldn't do anything about the missed appointment and was VERY rude on the phone with us. I even called corporate to complain about the inconvenience and they couldn't help. Nothing was done to make this right. I'll never buy from SEARS again. Please buy from a company that cares about their customers - you won't regret it. If you do buy from SEARS - don't expect to be treated with respect.
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Loss:
$1000
Iisha Fxx
map-marker Santa Clara, California

Worst corporation on earth

I bought many major appliances from Sears. Main issue is with the electric digital Kenmore range and the subsequent service problems: 1) Problem 1: I placed aluminum foil in the oven (as everyone does in every single oven I've ever heard of or anyone else I know has ever heard of). Wrong move for this oven. It caught on fire and started to melting to the ceramic oven bottom piece damaging it. Every time I used it afterwards, it would smoke up a storm and stink to high heaven. The manual says to NOT use the selfclean function after this because it coudl start a fire. So I didn't use that function of course. I later read in the manual the 5 million ways you should not put aluminum foil in this oven. I read my user manuals but who needs to read one regarding basic aluminum foil. So I had to pay almost another $200.00 to get the new oven bottom replacement piece (since it was my fault of course, they said, for putting foil in an oven!) 2) Problem 2: they charge me for the screws that come with the new oven bottom piece because the screws don't come with the piece (of course. why would the actual screws that keep the part in place come with the part!) 3) Problem 3: they say it's easy to fix, just remove the 2 screws currently there, replace the new piece and screw it in with the new screws. Problem is they don't tell you that the screws that came with the original oven bottom part are not normal screws. They're not flatheads, their not philipsheads, it turns out there some kind of squareheads. Naturally everyone I know has squarehead screwdrivers in their toolbox, don't you?! So I couldn't get them out and neither could anyone else I knew. So I couldn't replace the part until I needed to call the service guy for something else. 4) Problem 4: out of the blue, some of the electronic buttons on the display range start turning on by themselves. Hey, no big deal. Why would this be a big deal? I mean just because there's nothing to stop the oven from completely turning on by itself so the oven gets hot, burns down my house, burns down the neighbors' houses and all living things in and around them, I get sued so I'm forced to sue Sears. Guess it's not a big deal after all, right? 5) Problem 5: I call Sears service to have them come out and fix the problem (luckily, they say, I'm just still under the warrantee...gee, lucky me, right?) So I call them, tell them the problem and they say they're scheduling someone to come out. Of course they tell you it's a 4-hour window which, since I'm a consultant, is no big deal. It's only that if I don't work I don't get paid that's the tiny little problem. So I wait around for almost the full 4 hours when the guy arrives, walk to the oven and asks me to show him the problem. It took 2 seconds for me turn the button on and tell him the oven was doing that all by itself and he told me he needed to order some new parts. So I said you mean you don't have the parts with you!? I just scheduled an appointment and waited almost 4 hours only for you to take 4 seconds to verify the problem and tell me I have to kill another 4 hours and lose more pay on another day? He said yes. I had no choice. So he schedules it for another day and I request he come first thing in the morning so I don't miss anymore work (ie. pay). He says they'll put a note in the file to that effect. That 2nd appointment day comes and goes with no one showing up and no phone calls. I called various people at different times and at different levels and got one of a host of excuses: 1) he'll be there at 10 2) he'll be there by 11 3) we don't know when he'll be there 4) the truck broke down 5) he'll be there after 12:30, etc., etc., etc.... I told them he can come at 12:30 all he likes, I just won't be there because I had to go to work! So he could take his sweet time and enjoy the scenic route and get a lovely view of my front door because I wouldn't be there. Their response: well ma'am if you can't be there we'll just have to reschedule! So I get to do this yet another day! Are you still with me?! I asked to speak with supervisors and they either disconnected the call, said they were transferring me and permanently kept me on hold or told me they had no idea who their supervisor was!? Lies, lies and all lies! So they tell me they'll reschedule for the next day and I said it absolutely has to be first thing in the morning because I have to go to work, they didn't show up at all the day before with no calls, no real explanations, etc. and I couldn't afford to do this again. Again they say they'll put the note in the file. The 3rd appointment day comes and almost goes! No one shows up, no one calls. So again I start calling and get the same issues as the prior day. I get to a certain higher level of consumer complaint dept and they promise to resolve the issue but all they could do was have me wait until the service guy arrived (i.e. between 8 and 12) and offer me a $50 gift certificate to Sears! So they think that having me wait around again with no guarantees of them showing up and offering me the privilege of spending more money in their store was going to make me happy?! So I even call up to corporate complaint dept and ultimately got the exact same response. I got hung up on, transferred, kept on hold, told I had to wait that same time of 8-12 or if I left they'd have to reschedule and do it all over again, etc, etc, etc. Their final offer to make it right? That same $50 gift certificate to Sears! They said that was their final offer and they're not authorized to reimburse for lost wages or even credit my Sears card any amount of money at all! (we're talking not even $.25 cents!) Absolutely unbelieval and unprofessional. I've never in all my life had a problem with a major corporation like this, moved the complaint up to higher levels after serious consumer problems, didn't demand anything unreasonable at all and got this kind of "couldn't give a ***" response. by this time they're really apologetic, they ask what they can do to make it right (assuming you're being reasonable in your requests) and resolve it (e.g. credit your account, etc.) I have to tell you I'm still in shock and am shocked that a company like Sears could even still be in business by treating customers this way who've done nothing wrong but sit around waiting for their service to NOT arrive and all they'd do is offer me the privilege of spending another $50 at a Sears store!! Before this service issue problem I actually paid for an extended service warranty on the oven and other major appliances I'd also bought from Sears. Why should I pay for an extended warranty if I can't even get service that I'm already covered for under the regular warranty?! It's a ripoff and this corporation obviously doesn't give a you-know-what and I'm completely shocked that a corporation like this can function this way and is completely okay with it! Can you imagine if you or I ran a company like this? We'd be run into the ground, run out of business, run out of town and sent to jail!
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2 comments
Iisha Fxx

Well, Al, to address your first comment about the manual, first of all, that only applied to the aluminum foil problem and not to the malfunctioning electronic part which should NEVER happen on a brand new oven.

Second of all, relating to the aluminum foil problem where you think I should have just read the manual, how many ovens have you had in your life and how many ovens has anyone you've ever known in your entire life had? I'll bet if you ask any of them they'll all tell you they've put aluminum foil in the oven, don't have any problems, never did and would never even think you'd have to look at an oven's manual about putting aluminum foil in it! It's as basic as turning on the oven and expecting it to actually heat something! (crazy thought as that is...) That's practically like saying you need to read the manual so you can find out you can't use a baking pan in your oven!

My guess is you work for Sears and don't have to work for a living so you can just sit around all day every day waiting for service people to NOT arrive.

Guest

Just think - had you read the manual first none of this would've happened. Sorry - don't feel sorry far ya. :cry

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Anonymous
map-marker Whittier, California

Bad Delivery service

The worst delvery service ever, had to reschedule to get an A.M. Delivery, not only did they not give me the A.M. delivery i requested they gave me a 5-7 PM window for a business (not residential) delivery. when I tried to explain i requested an AM delivery because the nearest person to the business at that time was 75 miles away they didnt care and could not change the delivery window given because they conveniantely dont call you until after the delivery whse closes so they can't call anyone, i would haev to reschedue again and have to wait 7 days until the next available delivery date. I will NEVER buy anything from Sears ever again. worst experience ever and no profeesionalism at all!
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Loss:
$1800
sisyphus t
map-marker Grand Rapids, Minnesota

Sears sells junk

In April 2007 we purchased a kenmore HE front loader from Sears. The retail price of this product was $750- about 3 years later the door latch code began to malfunction and gave us a "f29 code", meaning "door latch malfunction". with this code, we could not run cycles and the washer would just give a buzzing sound and would not run. All this occured about a month ago. Upon calling the sears service center, an appt. was scheduled for 2 weeks after the call (soonest sears appointment possible). At the time of the call, I let the technician know that the door latch appeared to be malfunctioning(according the the diagnostic code and manual). 2 weeks later the technician showed up at my door without the part, and said he would be back in 2 weeks (the soonest appt, again) and then charged me the $130- service fee in full and then also the $62 for the door latch. 2 weeks later another technician showed up and told me that the door latch was not the issue. Though he "was not sure of the problem", he wanted to order yet another part. This time costing $116. I insisted he called tech support to assist him with troubleshooting and told him I was disappointed with sears service as well as their appliances, at which point he became rude and mildly intimidating (as he slammed doors in and out of the house). When my husband got home,I felt more comfortable because the tech was kind of intimidating me at this point with his rude gestures. Again, 2 weeks passed (which was today) and the sears tech arrived to repair the "motherboard" of our front loader, this time with no positive outcome. He admitted he did not know what the problem was, but he "thought" it was the motor, which would again.... cost us something to the effect of $500-- we said no and he issued us a piece of paper which stated we would receive a refund for the motherboard, and that we could expect to receive it within 3-4 weeks. UMMMMM what? SO we were now out a 3 year old, gently usxed $750 washer....a $129 service fee which got us no answers to the problem, and now we had to wait a month for a refund? (we arent the rockafellars here) I called sears and asked for at the very least a refund of my 129- service fee-- even if given in form of a credit so that i could purchase a new washer... and was basically told that would not happen. and i also called another number to see if i could get a refund via bank card credit on the part we payed for and needed refunded.... again no answer. All I have to say is that if sears comes to your house and demands payment for services that they havent 100% supplied.....DO NOT PAY THEM!!! Also, do not buy products from sears.... they are ***. A 750$ washer that breaks within 3 years? ***!! All they offered was 10% off on a new sears product up to $100..... do they really think I will purchase anything from them again? Hardly....I plan to boycott sears and bring this issue to other peoples awareness whenever it is relevant. I will buy from local businesses in the future..... ones with customer service skills where their bottom line is customer satisfaction..... this you will certainly not find with sears!
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Loss:
$750
6 comments
Guest

I had been a loyal customer ,. 5 yrs ago II bought a stove that is rusting and has never been easy to light, and the self cleaning oven does not work.My three yo dish washer needs a new control panel as well as a washing machine that also needs a control panel,

No more Sears for me!!!!!!

Guest

I was a loyal customer of sears until today. I purchased one of their most expensive shop lights.

Of course it is made in china and does it work? NO it does not turn on and I have made my last visit to sears. What a sad state of affairs when one of our nations most respected retailers sells us garbage.

Shame on you W. Bruce Johnson for taking down an American institution!

Guest

i did follow up with sears, from the post below from "sears cares" and spoke with one of their dispute specialists. after speaking with her, it was settled that i would get my $129-- service fee back after explaining to them my experience.

but even then, she asked if i would be interested in having them send out a "senior technician" to diagnose and repair the problem. i said absolutely not.i did have to argue my side of the story.... but after being on the phone with sears at least 15 other times, i was well versed. she then also said that there was nothing she could do to refund the actual problem-- so i am out the $750 for the 3 year old he front loader.

we have purchased a maytag top loader since then from a reputable, local company. since then i have also shared my story with several people.... and am not too surprised to have heard several disgusting stories from other dissatisfied sears customers. i have come to terms with the fact that i purchased a $750 piece of *** from sears....

and i will admit that there are days i am tempted to fill it with cow dung and leave it near the front doors of the sears store i purchased it from.... but thats just a fantasy. I have saved for reality a better plan.... i will continue to boycott sears and advise others to do so....

i believe in todays economy that will add up... and the economy will punish sears through bankruptcy or falling stocks (one can dream, cant they?). either that, or their products and customer service will continue to deteriorate.

either of which, as a boycotter of their products, it will no longer effect me. lesson learned.

Guest

Very interesting. In a similar dispute. Did Sears finally back up their product and resolve it to your satisfaction?

Guest

you are all right sears products are junk,when i was little my grandma, and mother always bought sears kenmore products, they lasted 20 or more years, since it was bought out they sell things that break down right away,(scam i think). i bought a 800.00 above the stove microwave it stopped working after 4 years.(have a cheap one now and it is till working...just recently got a dehumidifer for a gift and it stoppped working after 3mo..the person who gave it to me lost the receipt and payed cash...he paid 179.00..now out of that. Junk, Junk, Junk....

Guest

To Sisyphus, Hello Sisyphus my name is Marcus I am part of the Sears Cares Escalations team and I am very disturbed about what I have read concerning the hassle that you have been put through concerning your washer. There is no excuse why you have been put through this hassle for this extended amount of time on a washer that is only 3 years old.

Our Technicians have been trained to use better judgment while repairing appliances, there should be documentation from each technician on what was rendered the day of service so that the next technician can know what to suggest. One the washer has had 4 or more parts or repairs on the unit, the next step should have been considered and that is providing you with a replacement washer. I am not saying this as a form of excuse, I am letting you know that Sears sincerely apologizes for what we have put you through concerning your washer, please allow Sears Cares Escalations Team to step in and bring an end to what has became a nightmare for you and your family. The Sears Cares Team is the single point of contact for escalated concerns for Sears, this means we step into a situation and handle it start to finish with one Case Manager as your point of contact.

Sears does value your patronage and we don’t want this situation to hinder any future shopping’s at Sears. Please allow us to step in and bring closer to this so that you (and others) don’t have to be impacted by this any longer. Please contact my office at searscares@***.com with a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly.

Also, in your email please provide your screen name (Sisyphus) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.Thank you,Marcus. C.Senior Case ManagerSears Cares

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Anonymous
map-marker Lehigh Acres, Florida

Don't buy from Sears! Once a giant now a failure!

I have ended the last of the Sears using hopefuls. They just don't have the money or people to care. Let the franchise go the way of the five and dime! reuow fo oeio nfo kdlk cd c gr r gww wwefwe wefef sd ggerge fwef f hr hry wqeqeew qewe grergeg wef ef ewg r fio uhijroij asjdna q3ond nlskndl oidoia dijqmansjn. odoid isui sjcnKJSsk.. oidcosd csncansosac. i dcoid dconon aasa. oioiew coion nqoi. Who decided I needed words another example of lack of service! cubIBC OBIWC fw fv dvujiue ubvoiunds ouneofdno eoncojndvo eouoiuen eoodnd dclnovlsdvmq jnc onvodnvo dsonosdv doivod. THIS doent make me any happier!
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jstov
map-marker Seattle, Washington

Sears Ripped me off and ruined Christmas!!

Thursday night (12/23/2010), I went up to Sears Home Repair Parts & Service Center in Seattle, WA to buy a part for my Kenmore refrigerator. They told me on the phone that they would hold the part aside for me. They didn't. The woman was a bit rude, but I brushed it off. The part cost me $16.84 which I paid with my debit card. The next day, Friday, Christmas Eve, midday, I decided to check my bank balance and see that Sears charged me $166.84 (despite the receipt said $16.84). Of course the service store is closed until Monday. I called customer service and no one even tried to help me. Since I had made some other purchases before seeing the error, I am probably overdrawn so fees will be on the way. Since the location is closed for the holidays I cannot do anything until Monday so I have no money for the weekend. Merry *** Christmas, Sears!
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3 comments
Guest

Follow up- went in on Monday, and it seems the lady who made the error was the manager. She gave me the same..

nothing we can do.. telling me my bank had to do something. It turns out that Sears' register charged me $16.84, but she had to do a separate transaction, "pre-approving" the $16.84, where she put in $166.48. So my bank held that aside awaiting Sears to come through with the actual transaction.

(last tuesday) where they only took the $16.84 and the rest was put back.

The manager, Marie, tried to make nice by issuing a refund for my purchase, ($16.84), but I insisted on speaking to the regional manager, who did call me back later that day (it seems the manager did not give her the whole story) She could not do anything to get my money back faster, but she actually listened and was sympathetic. We will see if anything actually changes.

Guest

To Jstov,

My name is Dianne and I'm part of the Sears Social Media Support Team. I found your post here and I wanted to reach out to offer assistance. I’m sorry to read about the problems you’ve encountered with the local Parts and Service Center. I'm terribly sorry and would like the opportunity to investigate this matter. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. 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 (Jstov) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

Guest

Call your bank dispuet the 166.84

Then there should be no bounced fees...

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Michael Zty
map-marker Clearwater, Florida

Promised Rebate Not Honored

On September 7, 2010, we purchased a range from Sears at Countryside Mall, marked down $50 to a price of $349.93. Our salesperson asked if we wanted delivery and haul off, and we told her that it wasn't necessary because we had driven a pickup truck specifically for the purpose of handling that ourselves. When she explained that we would be issued a gift card rebate for the full amount of delivery and haul off ($69.99 plus $10.00), in effect making it free, we agreed - as she said, "Why not?" She provided us with information on the website to visit and the information we'd need to enter from our receipt, and we did so that very evening.

About six weeks later, we inquired about the status of the rebate, which was still listed as "pending." We were told that our purchase didn't qualify because the amount we spent was $50 too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges.

We spoke to our salesperson, who says that she can't remember the exact conversation but is sure she would not have told us that we would receive a rebate gift card on this purchase because she's worked at Sears too long to make such a mistake. Using the same hypothetical reasoning, we are both sure that we would not have accepted a $50 discount on an item which caused us to incur a $80 delivery/haul off charge for a net loss of $30.00, but it's unnecessary to argue hypotheticals because we both clearly remember the conversation that our salesperson doesn't remember: Again, we drove to Sears in a pickup truck with a hand cart for the express purpose of transporting the range ourselves and no intention of paying anyone for delivery, then accepted this option only because we were told that the full cost would be rebated to us.

We are being charged $80 for a service we did not need and would never have agreed to without the promise of a full rebate. We have phoned Sears over a dozen times throughout the past few weeks. Each call, including the call directly to our salesperson, resulted in our number being taken and assurance that a manager (who was each time off for the day, in a meeting, on a conference call, etc) would call us back to resolve the matter. No manager, or anyone else from Sears, has bothered to return a single one of these calls.

Michael J Coomes

Elizabeth A Broom

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Loss:
$79
2 comments
Michael Zty

UPDATE: I spent my whole afternoon yesterday sending this letter to all the consumer complaint agencies I could find (eleven in all, including this forum) and this morning, a manager from Sears finally called me back. He says that I will receive the gift card rebate within 10 days.

I asked him what prompted him to call and he didn't give me a clear answer, so I can't tell you which of the complaints kicked things into gear. I guess the lesson is, buy from Sears with confidence - if you have a whole lot of time on your hands to wage a battle.

Guest

Dear Backstage,

I came across your post here and I wanted to extend some assistance to you. I'm so terribly sorry to learn of the trouble you encountered when claiming your delivery rebate. No doubt it's extremely frustrating and disappointing to expect something, especially after the detail and expectation was set & given, only to not receive that expectation. My name is Scott and I'm part of the Sears Social Media Support Team within corporate; we'd like to help. We are the highest escalation team for problem resolution within corporate, comprised of dedicated & personal case managers. 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 we will call you at your convenience. In addition, include your screen name (Backstage) in the email so we can reference to your case.

Thank you,

Scott J.

Social Media Support Team

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Anonymous
map-marker Dallas, Texas

Sears refused to cancel backordered part

Ordered parts from Sears online parts direct. It showed backordered with no estimate of fulfillment date. Canceled it online and received auto email confirming cancellation. This was followed by a note from a seemingly real person whom refused to cancel although they confirmed the part had not shipped or billed yet. I am doing everything to appeal this but only getting increasing frustration and dissatisfaction with Sears. RECOMMEND DO NOT USE SEARS IF POSSIBLE! RECOMMEND DO NOT USE SEARS IF POSSIBLE! RECOMMEND DO NOT USE SEARS IF POSSIBLE! RECOMMEND DO NOT USE SEARS IF POSSIBLE! RECOMMEND DO NOT USE SEARS IF POSSIBLE! RECOMMEND DO NOT USE SEARS IF POSSIBLE!
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Anonymous
map-marker Dallas, Texas

Sears extended warrenty = empty promises

Purchased a Sears elite dishwasher, after 6 months it started to leak from a control valve and caused water damage in our basement. I phoned Sears, they said it would be an emergency priority call and that a technician would be out to repair it within 48 hours. After 48 hours I called again, they said they would make it a 911 emergency priority. I called again after 6 days. It has now been 9 days and still no contact, or attempt at contact from them has been made. Sears home service is an extremely expensive list of empty promises.
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Loss:
$1500
2 comments
Guest

I would turn Sears into the local Better Business Beauru, then the state and then feds turning them into the Federal Trade Commission.

They're not honoring their contract in a reasonable amount of time. I'd pressure them for refund then see what they do.

Guest

although i think sears has the best warranty program out there, I think they definitely have a "read between the lines" program. I've had issues with my washer since day one, and that was almost 4 years ago.

I've called service multiple times every year, and at this point they've rebuilt the whole washer. I figured after the first few calls they'd replace the washer, but the problem is that they won't replace it unless you've had more than 3 service calls regarding the same problem in 1 year and after that it's up to their discretion. What a bunch of ***.

Bottom line is that no matter how great their response time is, they really won't back up their products with a replacement. They'll just keep "fixing" it until you decide to purchase a new product.

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Anonymous
map-marker Washington, District Of Columbia

Sears lack of Service is Worst Ever

The Sears lack of Service contract is deceptive. Our washing machine needs fixing, but they dont have enough repairmen to fill orders, so we wait-wait. Has anyone been contacted by class action attorneys? or a State attorney General? It's only thing they'll respond to. One thing's consistent, no one connected with "Service" contract gives a darn about giving us service. Not the phone operators, or repair men, or people in HQ. And our contract states, OUR GOAL IS YOUR COMPLETE SATISFACTION; YOUR SEARS MAINTENANCE AGREEMENT PROVIDES COMPREHENSIVE COVERAGE "INCLUDING PROFESSIONAL SERVICE FROM SEARS HOMECENTRALtm REPAIR SPECIALISTS"
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1 comment
Guest

My wife and I have also been loyal Sears customers. Given our last Kenmore washer/dryer lasted 19 years and a garage/shred full of Craftsman tools, its been a family tradition.

Seven months ago, purchased new washer and dryer and watched a dysfunctional company at work: sales doesn't communicate with the warehouse which refuses to communicate with those who deliver product. In short, heartburn and missed delivery appointments. Surprisingly, the washer broke and witnessed the same travesty again. Repairman shows up a week later without the diagnosed part.

Orders part, but it never arrives at our home. A week later, find part won't ship for a month. To their credit, Sears offers to replace washer machine, but just like seven months ago, they make delivery appointments they fail to follow up on. We call "Customer Service" and they can't seem to communicate with the warehouse or the delivery entity.

In the end, we spent $2,400 and still have to visit the Laundromat.

My Kenmore Complaint Record is 637****.

Kaysan Szo
map-marker Fayetteville, North Carolina

Sears did not honor my service contract agreement

My Sears smooth top range malfunctioned December 26th. Repair service was schedule December 30th, 4 days later. Service person no call no showed. Called costumer solution and they stated that although the appointment had been made no one had assigned the appointment to a serviceman. Next available appt. would be Jan 4th, 9 days later. Jan 4, 2011 no show no call. Called costumer service. I've lost 3 days of pay now and still can't cook fresh meals for my diabetic 8 year old. So much for service agreements. Agree to pay and get no service. Thanks sears
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1 comment
Guest

Dear Vj7small,

My name is Dianne and I'm with the Sears Social Media Support Team. I found your post here and I wanted to reach out to you to offer help. I'm so sorry for the no call/no show you experienced with your repair appointment. This is definitely not normal or acceptable. When we service your items, it's always our goal to exceed your expectations; clearly we have let you down. We'd 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 (Vj7small) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

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