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With Official Company Response

Sears Installation Service is unresponsive

5/12/2012 I ordered installation of a new through the wall air conditioning unit from Sears and it was installed incorrectly. The installation crew chose to tape the old grill cover on to the outside rear edge of the sleeve rather than use the new grill that installs inside the sleeve at the rear and screws down to air conditioning unit. I pointed it out to them and they said what they did, it was good enough. I tried to complain and did not receive any assistance. I have called the 800 Installation service line several times and put on hold for at least 25 minutes each time. I have been hung up on three times after these lengthy hold times. The line rings through and just disconnects. I am going to put their payment on hold until it is fixed to my satisfaction.
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1 comment
SearsCares
Sears Response
#481362

Dear MNNice,

My name is Stephanie L. and I am with the Sears Social Media Escalations team. We are very sorry to hear that the installation team did not install your new air conditioner to your satisfaction. We understand that the proper installation is expected especially after such a large purchase. We are especially sorry that you have not been able to get through our installation line for assistance. We would like to speak with you to further discuss your experience and to also go over how we can assist. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your air conditioner 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 “MNNice” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

Review
#318320 Review #318320 is a subjective opinion of poster.
Service
Sears Installation

Sears in Saint Louis, Missouri - 5 Techs, 6 visits, 20+ hours wasted.

I should have known right away when I called Sears to have my refrigerator fixed that I was in trouble. Me: "Hi, I'm calling to see if a technician can come out and take a look at my refrigerator." Sears Rep: "Certainly, Ma'm. What seems to be the problem?" Me: "Well, it's much too cold. My milk is freezing." Sears Rep: "And would your milk be in the refrigeration or freezer part of the unit?" (Long pause) Me: "Refrigerator?" (Apparently, there are some people out there that are unintentionally freezing their milk. Go figure.) Sears Rep: "Right. Well, we can send out a technician on Thursday, April 26th to help." April 26th: Tech. #1 diagnoses damper issue. Reschedule for part isn't on truck and parts dept. closes in 10 minutes. April 27th: Tech #2 comes and replaces new board & damper control. May 1st: Tech #3 comes and replaces thermosister. May 3rd: Tech #4 comes when parts dept is closed. Reschedules for Sat. (Says he is determined to find problem.) May 5th: Tech #4 tests thermosister and says it's bad and replaces it with new, functioning one. May 9th: Tech #5 replaces damper control. Calls the other techs a bunch of *** May 10th: Been over 30 hours now and my refrigerator is finally working properly again. (Sigh.) Sears: "Wherever You Bought it...We'll Repair it. EVENTUALLY." (F@#$!!!)
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1 comment
Anonymous
#481307

I have had worst experience with Sears service for repair of Kenmore refrigerator. It has been a month since I placed first service call and refrigerator is still not fixed.

First time the service man simply did not show up on the day of appointment. No apology from sears for missed appointment while I missed a day of work to keep the appointment. Called again, this time service man came after a week and diagnosed with confidence that compressor was bad. He ordered the parts and made appointment for next week.

Next week a new technician shows up who diagnosed a leak in the condenser unit and said compressor was not an issue, however it needs to be replaced since leak in system caused its contamination. Now he ordered the parts and set up appointment for next week. When I called to complaint sears, the person on the phone told me they are doing the best they can, I should have bought the service contract with them. Why would anyone buy a service contract for their incompetent and poor service?

I WILL NEVER BUY ANYTHING FROM SEARS AGAIN forget about service. :(

Review
#317807 Review #317807 is a subjective opinion of poster.
Service
Sears Repair

SEARS-Bait and Switch Online

Ordered a small flat screen TV online for a very good sale price, received a confirmation email and an estimated arrival date. As this TV Supposedly came from a store (I had a "salescheck number" as my only proof that it came from a store-still don't know which store it was). I waited and waited, and inquired, and waited for ONE MONTH. Finally, the good folks at Sears agreed to credit me and apologized, telling me that it was an "out of stock item" Huh??? I paid for it, it "Shipped", I had a "salescheck number" How does one ship an item that doesn't exist????? I was charged for something that never existed?? The good folks at Sears, had no reasonable explaination for this situation. They seemed to have a hard time understanding my rather basic questions. They did however, very generously provide me a link to another TV on their site, virtually identical to the one I had ordered, that just happened to cost $100.00 more than I paid. Thought this was illegal.
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Review
#317724 Review #317724 is a subjective opinion of poster.

Sears.com won't issue refund

I ordered a bicycle. A few days later I got an email that it was ready for pickup. When I called the store they told me there was an issue with my order (the bike had been damaged during assembly) and I would have to cancel the order. So I did. This was almost a month ago. I have a cancellation confirmation # but I still haven't seen a refund on my credit card, and part of it was paid with a gift card which also was never credited. Getting a supervisor on the phone is a nightmare. I've spent hours on the phone with this issue. This is a very backward, unprofessional company that I will never do business with again.
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1 comment
Anonymous
#482543

I have the exact same *** with a lawn mower. Returned it.

Guy in store had problems with refund and I had to walk away after an hour of watching him and slowly dieing inside.

Now I'm in a ridiculous e-mail thread with customer support where they reply once per day asking questions that they already have answers to if they would just refer to the order number they already have. *** imbeciles.

Review
#317386 Review #317386 is a subjective opinion of poster.
Loss
$273

Sears in Seattle, Washington - Can't fix my television right

Update by user Aug 29, 2012

stephanie L. from Sears has never contacted me after i sent her all of the requested information.

This is just Sears trying to convince pissed consumers that they care. Nice try Stephanie.

Update by user Aug 28, 2012

still watching this annoying defective television. I was contacted by email from someone at Sears consumer headquarters that they may be able to help but after I responded i never heard back from them. Sears used to be great but now seems to have monumental problems and is very unprofitable and i am hoping i can resolve this before they go under.

Update by user Jun 14, 2012

as an update it has now been 8 times Sears has sent repair people out and the set is still not fixed. I cant understand it.

they must have a fortune invested in this. on the 7th visit there were 2 repairmen in two trucks both coming from a couple of hours away and they replaced nearly everything in the set

Original review posted by user May 08, 2012

six times Sears has been out to fix my flat screen purchased there and keeps repairing the same part which does not fix the problem. Then they made me purchase an extended warranty or would not come out again. Now they are telling me i must wait 2 weeks for a part and i am without a tv. they admit that there is no assurance it can be fixed. The manufacturer, LG, says they should have replaced the set after trying to fix it the first time and that I should have bought the set somewhere else. Stay away from Sears.
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2 comments
jsklink@hotmail.com
#584738

still no help from Sears regarding my faulty television even though i have the extended warranty and a rep said they would help. It has been over a year and a half and it still does not work properly

Anonymous
#481189

Dear Jsklink@hotmail.com,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team, we have just come across your post and would like to extend our apologies for the troubles you have encountered with the repair of your television. We understand that a total of six repairs can be frustrating. We would like to contact you and look further into this on your behalf to also go over what options we have in order to assist. At you at your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your television 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 “Jsklink@hotmail.com” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

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Review
#317218 Review #317218 is a subjective opinion of poster.
SEARS will not take my number OFF of their call list and they will not deliver my appliance. I am getting harassed by the phone number 1-888-567-3452 and I am starting to lose my mind. I have already called my attorney generals office and I will be forced to call...
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2 comments
Anonymous
#1100808

AGREE!!! SEARS IS THE WORST IN CUSTOMER SERVICE!!!

The Sears Automated Phone System is the most *** system I never experienced that simply drive customer crazy! I were in an endless Re-Schedules NIGHTMARE over 6 weeks!!!!! The worst is every day, Sears Automated Phone System (888-567-3452) called us saying, your scheduled delivery and install has been delayed. You need to call back to RE-SCHEDULE!

We called, confirmed the re-scheduled date.

The next day, the Automated Phone System will call and left the same message again 3 days in a row! We have been treated with RE-SCHEDULE over and over since last year November 29th!!! Is that still not enough?! I called them and told them stop calling us if there is no change for the next appointment, they said that's how the system setup,, it may keep calling until the next schedule.

Huh?!

Sears has zero customer care. It is working as *** auto system!

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Review
#316943 Review #316943 is a subjective opinion of poster.

Sears in York, Pennsylvania - Seats has the worst services ever!

I have had the worst experience of my life dealing with sears. My 3,000 kenmore elite stove break 4 times in 5 months. I went a month without a stove because I spoke with 8 different about where the part was and got 8 different answers. It was finally "fixed" and I was told many times if it breaks again it would be replaced. 5 days later it broke. We waited 3 days for a guy to look at it and I expected it to be replaced like I was promised but they said it now needs to break a fourth time. I was in tears out of frustration with them. They countiusly hung up on me and the repair guy himself. Ordered another part n it still didn't work. We got to ordered another on finally and the guy was Suposed to deliver it today between 3-7 and is 10:00 and now call and no stove.
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Review
#316776 Review #316776 is a subjective opinion of poster.
Service
Sears Repair
Loss
$3

Sears Applaince Repair Hot Line-DON'T CALL

I am extremely upset with your 1-800 repair line!!! I spoke with an representative at 1330 Pacific time concerning the repair of my refrigerator. They said it would be a $75 service fee and would have a repair agent out between 1500-1900. The representative then stated I could purchase a $251 service agreement that would be good for a year. I said "great". I gave my credit card number and then the representative said while reading the small print that "over 10 year appliances weren't eligible". I had already told her my refrigerator was from 2001. We then cancelled the $251 agreement; however, I clearly stated and she repeated that we were still keeping the service call between 1500-1900. By 1815 no service agent had come and I called the 1-800 number to confirm appt time. I was told that there was no record of my appt. and that same day appointments are never made. WHAT???? I could have called another service person. This is extremely unprofessional...my wife now has to drive to town at night to buy bags of ice..she's has to meet with a technician on Sunday morning (missing church). Oh, by the way, I'm out of state with Military duty and have been coordinating this whole event. I am angry to say the least. I have shopped at Sears for many years and believe overall they have great products and sales staff. But, I will NEVER call the repair hotline and will tell my friends and family the same. I will save the remainder of my comments...Come Sears
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1 comment
Anonymous
#481182

Dear Lifeaid,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. Please accept our deepest apologies for the troubles you and your wife have been through concerning the repair appointment on your refrigerator. We are very sorry that that the appointment was never scheduled, we entrust our agents to build trust with our customers and this did not happen, and missed service appointments are never acceptable. We understand your time and your wife’s time is valuable and rescheduling can be frustrating. We do value you as a Sears customer and would like to speak with you concerning this experience; we would also like to go over the options we have in order to see this matter is resolved. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your Miter Cutter 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 Tommy Quick, you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Stephanie L.

Social Media Moderator

Sears Social Media Support

Review
#316734 Review #316734 is a subjective opinion of poster.
Service
Sears Sales Representative
Loss
$500

Sears in Saint Louis, Missouri - Husqvarna New Lawn Tractor Delivered Damaged

We purchased a Lawn Tractor 3/29/2012 Husqvarna from the High Ridge, MO store. The tractor was delivered with a damaged hood. We didn't notice until later (during the first use) it had been beat out with a punch of some type and painted over. Since there was time for the damage to be punched out and painted we assume this was done at the distribution center(?) ...that we'll never know. We have spent the past 6 weeks dealing with getting a replacement part(s) ...it is still not resolved. Our last call 5/5/2012 to the parts repair center has taken over 30 min ......basically the right hand does not know what the left hand is doing in the company. We will not be buying anything else from Sears. In the future we'll go directly to a John Deere dealer for a purchase.
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1 comment
AE Service
#477415

Dear Anonymous,

Please accept our apologies for the troubles you have had with you lawn mower. My name is Stephanie L. and I am part of the A&E Solutions team. Receiving damaged product is never acceptable, and having to wait for 6 weeks without a corrected part or solution can certainly cause frustrations. We would like to contact you and go over the solutions we have to assist in order to get this resolved. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the Lawn Tractor is listed under and we will contact you directly. In addition please include your screen name Anonymous / 316702 in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Stephanie L.

A&E Solutions Team

A&E Cares

Review
#316702 Review #316702 is a subjective opinion of poster.
Loss
$2000

Sears don't give *** about appliance customers

Bought 3 refrigerators, 3 dishwashers, kenmore pro gas cooktop, 2microwaves, and an elite double oven. Purchased master service agreement"......microwave didn't work out of the box, pro cooktop needed3trips by repair guy......he couldn't fix it right so I went to the local sears store and exchanged my defective part with their floor model............double oven never has worked right........replaced elements twice, circuit boards ......out 4 or five times and never fixed .............in dec of 11, customer service said if the oven is a problem again we could get a replacement. Itstill never gets up to temp.......went through customer service levels and finally got the hammer from a person who out and out lied about the file they had on these appliances.........buy local, pay a little more, and don't get scammed by a big company who craps on you when you buy $15,000 worth of products with amaster service plan they won't honor.........GB
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2 comments
AE Service
#477416

Dear Bergg48,

My name is Stephanie L. and I am part of the A&E Solutions team. Please accept our apologies for any negative experience you may have had. With the multiple repairs you have endured it is understandable why you would be discouraged to continue with Sears. We do appreciate your continue patronage and would like to speak with you further about your experience. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the double oven r is listed under and we will contact you directly. In addition please include your screen name Bergg48 in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Stephanie L.

A&E Solutions

Team A&E Cares

AE Service
#477406

Dear Bergg48,

My name is Stephanie L. and I am part of the A&E Solutions team. Please accept our apologies for any negative experience you may have had. With the multiple repairs you have endured it is understandable why you would be discouraged to continue with Sears. We do appreciate your continue patronage and would like to speak with you further about your experience. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the double oven r is listed under and we will contact you directly. In addition please include your screen name Crackerz88 in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Stephanie L.

A&E Solutions

Team A&E Cares

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Review
#316621 Review #316621 is a subjective opinion of poster.
Loss
$1000