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Sears is no diety

We purchased a Kenmore Elite wall oven in September of 2009 to the tune of $2000+. May of 2011 it started turning itself on at 500degrees, turning itself off, and back on and making loud beeping noises awakening us in the middle of the night. We called for a service appointment and the technician came out no problem. He told us that there was a recall notice on the control unit and that Sears would replace it without cost. He had no explanation why we were not proactively contacted about the recall. He had no comment about my hypothetical question of what would Sears replace if my house had burned down due to this unit going wild when we were out of town. The control unit was replaced. Last night, less than 1 year later, the same problem began to occur. Upon calling the Repair department they had no record of a recall. I was told that Sears appiances "are not made by GOD" and that I should expect repairs. When, needless to say, I was not satisfied with that answer, I was passed on the the complaint department. Wonder of wonders, they did have details in my records of the recall but the replacement was only guaranteed for 90days. I do not believe this to be true, that this part is only good for 91 days and then needs replacement to the tune of several hundred $$$$s which is virtually what they are saying. I was offered $65 which I readily accepted which will cover neither the part nor the technician's visit. Here are my suspicions: 1. the replacement part was also faulty...this is a given since it lasted less than a year and I frankly don't cook that much, 2. Sears does not want to acknowledge the problem as there HAVE been fires associated with this product and there is a suit, 3. They think that they are averting trouble by buying me off with $65. They are not. My request for satisfaction: Get this potential death trap out of my house and give me my money back so I can go somewhere else and buy a safe oven that will work for longer than 3years.
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1 comment
Anonymous
#453935

Hi Cbgrimes,

We sincerely apologize for the ongoing trouble and concern you have encountered with your oven. My name is Scott and I'm with the Sears Cares Social Media Support Team. We located your post and wanted to connect with you. There's no question this is frustrating. We'd like to look into this for you and help find a solution. 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 the oven was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (Cbgrimes) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,

Scott J.

Social Media Moderator

Sears Social Media Support

Review
#306781 Review #306781 is a subjective opinion of poster.
Service
Sears Repair

*** over (Sears) been screwing people over for who knows how long

Sears is a good job if its your only option no one is ever on the same page about anything i had 3 supervisors in the 4 month period and the 3rd one walked out right after i quit none of them new what they where doing they would pass a question around untill you got sick of waiting and said forget it. When they give you incentives they will add more rules to make that incentive harder to get. No one has their own space they say their is no signed seating but the favorites just go to the supervisors and they make you move for them. during trainging they give you a set of rules to go by that are nothing like the rules on the floor,oooo and before i forget this some of the managers should go back and sit threw the trainging classes and be properlly trained so that one. they know what they are doing two. so they will all be on the same page. Promotions are a joke they are not promotions they are just new names to the same job you do already their is nothing different about them they use a new system ciboodle thats always down or always has problems with we are instructed to write everything down with the intetions of the supervisors are calling them back/or going back and putting them into the system, but we dont we write all that down and then the supervisors usually dispose of them leaving more angry customers for them to screw over this company is corrupt wouldnt wish this place on my worst enemy if you ahve a problem screwing people over then this isnt the job for you.
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Review
#306719 Review #306719 is a subjective opinion of poster.
my story is : i used 2 coupon for two different customer it does not belong to the customers that i rang the sale for.....Loss Prevention called me after 15 days and asked me to explain what had happened….! 1- I told loss prevention office what happened exactly with...
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3 comments
Anonymous
#456614

You knowingly (according to your story) broke the rules, you got caught, and you got fired. How is that not fair?

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Review
#306713 Review #306713 is a subjective opinion of poster.
Product
Sears Coupon
With Official Company Response
Sears was suppose to call me to set up a time and date, instead they called me to say my fridge will be delivered in the next hour, but they could not deliver it as my kitchen was being redone and I explained to them I was suppose to get a call stated a date for...
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5 comments
intrepidami
#1075697

Sears stopped being Sears years ago. I used to do business with them a lot!

I walked into their former West Genesee store years ago wanting a belt for a washing machine and the sales MANAGER went nuts on me for daring to ask for this simple product. Like it was a crime to try and fix it myself! He sat there loudly pontificating absurdly about how you can't just get a belt. I walked out, called a parts place, instantly bought the part, fixed it myself in 2 minutes flat.

Never darkened their door again..and a few years later..that store was gone. Now after shockingly being treated like that do I believe I was ...

A. His first victim? *** no!

B.

Just caught him on a bad day? No!

C. Dealing with somebody nobody had ever complained about before...no no no.

So what good is getting talked to by some active executive Sears cares escalations team member, being promised the world and some payoff of a gift card or something?

Nah I'd rather watch what is happening to Sears. A place on the *** of extinction.

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Review
#306642 Review #306642 is a subjective opinion of poster.
Service
Sears Delivery Service
taken from an email to: Imran@customerservice.sears.com;larry.costello@searshc.com; rory.swikle@eurorscg.com On 8 March, 2012 I found Prada bags listed on sears.com at what seemed to be unusually low prices. They were on offer from a Sears marketplace seller by the...
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1 comment
Anonymous
#874105

SEARS ON LINE MARKET PLACE STINKS....WHEN YOU GET YOUR MONEY RIPPED OF BY BATE AND SWITCH SCAMS THEY SEND YOU TO ON LINE SOLUTIONS TEAMS WHICH PASS YOU FROM ONE PERSON TO ANOTHER WITH NO ONE RESOLVING THE ISSUE...LITTLE TROOPERS ON LINE STORE BATE AND SWITCHED A PRODUCT WORTH 400.00 AND TO THIS DAY THEY ARE STILL ON SEARS MARKET PLACE AND NOTHING HAS BEEN DONE TO MAKE TE BUYER RECEIVE A FULL REFUND. IT HAS BEEN OVER 5 DAYS AND NO REFUND HAS BEEN ISSUED NOR CAN YOU GET ANYONE TO ASSIST YOU. this is the reason they have bad sellers on their site as they know they can steel your money and get away with it...BUYERS BE WARE STAY AWAY FROM SEARS MARKET PLACE...STAY WITH EBAY AND AMAZON AS THEY BACK THE BUYER AND RETURN YOUR MONEY WHEN YOU ARE SCAMMED...SEARS DOES NOTHING FOR THE BUYER AT ALL..

Review
#306162 Review #306162 is a subjective opinion of poster.
Service
Sears Shipping Service

Never shop at SEARS

We ordered a set of appliances (refrigerator, range, dishwasher, and microwave/vent) at Sears on March 3rd. We asked them to have it delivered on March 17th, when our contractor would have our kitchen renovation complete. They have called once to delay the delivery until March 24th. they just called this morning to delay it until the 29th. Almost a month to deliver appliances? Their excuse was that it's the manufacturer delay of the product. I'm not ordering a custom Viking range that is built when I order it. If you don't have the stock, don't let customers order it. I am never shopping at Sears again. I hope they go under.
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3 comments
Heatmiser
#457518

UPDATE: We finally received our refrigerator on March 24th. It took talking to corporate to get that.

They "threw in" a one year warranty for our troubles. Too bad the appliances already come with that. The remaining appliances arrived March 29th. The microwave vent was dented.

Have to wait until April 7th to get a new one delivered. It just gets better.

I received my bill a week ago. Sears is not seeing a cent until I get all my appliances.

Anonymous
#452328

I'm sure I'll never hear back from you again. I can't tell you how many companies have told me: "A case manager has been assigned to address your concerns. We will contact you within 24 business hours."

Anonymous
#452237

Dear Heatmiser,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We're so sorry for the frustration you're experiencing while waiting for your appliance purchases. The delay is most likely caused by the supply from the actual vendor. Nevertheless, we would like to offer our assistance.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the appliances 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 Heatmiser you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Brian S.

Social Media Moderator

Sears Social Media Support

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Review
#306155 Review #306155 is a subjective opinion of poster.
With Official Company Response
Item # 05720012000P Order #336389260 I've bought a GPS on 03/01/12 sears store in Torrance on line because was not in stock(in the store)one of the associated help with it ; 2 days later I received a confirmation e-mail telling me the item was shipped and is on...
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1 comment
SearsCares
Sears Response
#452229

Dear Skyus364,

At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this online purchase has been a source of great frustration for you and we would like to assist.

My name is Brian with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the online GPS order was made under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Skyus364) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

Review
#305997 Review #305997 is a subjective opinion of poster.
Hi Sears, It appears that you're trying to address issues with your customer service so I thought you might want to read my story. A few months ago, I took a part time job with Sears in the Meriden, CT mall. My two weeks there was the worst employement experience I've...
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8 comments
Anonymous
#704378

I worked at the winter park call center in winter park, florida. the call center is horrible and the management is unethical disturbing and made up of 20 something year old immature jerks and really messed up people.

these rude immature jerks do not warn employees about their performances, give wrong information and jeopardize people's jobs and I lost mine because of an incompetent manager chris. the managers also took me aside to interrogate harass and terrorize bully me for no reason and treat me like a criminal when I was a good honest decent employee, and they reward loud obnoxious crazy rude people there. if you are not fat ugly dumb ghetto you don't fit in there, and if you are not like these people they bully you. I was bullied on several occasions by incompetent sick managers, and nothing was done about their actions and lack of informing employees about their performance.

as a result of their incomptency I was terminated. also someone told me that these male managers are sleeping around with half the women there and they are married with kids!!

someone told me "That whole place is an orgy." why would someone say that??? this place is terrible...beware of it...sears sucks...worst place and worst management...

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Review
#305841 Review #305841 is a subjective opinion of poster.
Service
Sears Cashier
With Official Company Response

Sick of the games SEARS plays.

A "sale" at Sears means anything but. I priced a dishwasher there last night. It was $449.00. The salesman told me that if waited till today and came back between 6-9 pm, there was a special "friends and family sale" and I could save %15. Imagine my surprise (and fury) when I made a special trip back tonight with my family, money in hand, to purchase the dishwasher and it was $100 more than it was yesterday. I was furious and the manager was called. He said that yesterday's sales ended and this was a new one and the 15% was off the new "regular" price. Funny, yesterday the "regular price" was $649, not $549. (to make the previous "sale" seem more impressive, I"m sure. Since I was so angry, he "graciously" offered to "give it to me" for the price I'd seen yesterday but "of course" I could not have a double discount. WTF!! The salesman TOLD me to come back today for that discount! I was still angry but decided to get it at that price. Then we were told it would take a MONTH to get it! SEARS SUCKS.
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1 comment
SearsCares
Sears Response
#451724

Dear BDAnative,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right for you. I can certainly understand the frustration, and confusion you must have experienced when you returned to the store. From your post it sounds like you did your part by showing up as advised by the store associate and we dropped the ball on our end.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the dishwasher 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 BDAnative you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

Review
#305800 Review #305800 is a subjective opinion of poster.
Service
Sears Manager
With Official Company Response

Incorrect order---Horrible customer service Sears

My blood is still boiling after getting a call from the "Executive Office" regarding my complaints about the runaround on a refrig and icemaker I ordered online. When they were delivered, I was told by the installer it was the wrong icemaker. I went thru voice mail ***, connected to dozens of people, none of whom could figure it out. Returned wrong icemaker (thru 3rd party account but ON Sears site) and have yet to get my refund (it's been more than a month). Ordered new icemaker, no help from Sears, and it works. Have never seen such mismanagement and such poor customer service. Will never deal with Sears again. Any surprise they've gone bankrupt?
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2 comments
Anonymous
#467684

Sears apologized repeatedly for this error. I was sent a $50 check plus a $75 gift certificate to use either at Sears or at K-Mart.

I'm pleased Sears did take my complaints seriously but all that aggravation beforehand wasn't worth it for their token gifts. In this day and age where custumer service is so very important, Sears dropped the ball.

It shouldn't take that many calls and emails back and forth to Sears to resolve these issues. There are also some serious personnel issues Sears needs to address; otherwise, this once reputable company is going to go under.

SearsCares
Sears Response
#451736

Dear Beachmama7,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned. We sincerely apologize for the disappointment surrounding your online icemaker purchase. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our dedicated case managers who can help you communicate and work with the vendor in question on a solution.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the online order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Beachmama7 you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Brian S.

Senior Case Manager

Sears Social Media Support

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Review
#305754 Review #305754 is a subjective opinion of poster.