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Sears poor service

Bought a Kenmore hot water heater 12/19/11,installed it 12/20/11 and the ignitor would not spark.Was going to unsweat piping & return but decided to call Sears service. They had a tech come out next day and he confirmed it was not sparking. So he ordered burner assy & ignitor and expected the parts to arrive Fri.12/23/11. Te tech also said that when they do arrive ,he would return Fri. and install the parts. Well Fri. 12/23/11 the parts came at 12:00 noon, and I called Sears service to have a Service tech to come and replace the parts, but the lady who answered told me the soonest she could schedule was Tues.12/27/11. I was furious, and told them this was unacceptable but all I got was 'that is the soonest we can do" my family and I were with hot water for over 4 days and i was pissed!So i called a local company and had them replace the parts,it cost me over $120,but at least we have hot water. I sent an email to Sear to see if they will pay but don't hold your breath. Jim
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3 comments
Anonymous
#397378

I have purchased several hundreds of dollars worth of appliances from Sears. I have only had two incidents where I even needed to call them: (1) The spin motor went out on the microwave about one month after it was installed.

The service man came out in two days and fixed it at no charge. (2) The guy that installed the refrigerator was not a Sears employee. He did a poor job of door alignment, etc.

so I called Sears and they sent their rep. out and he made all adjustments & I was happy.

Anonymous
#397377

I have purchased several hundreds of dollars worth of appliances from Sears. I have only had two incidents where I even needed to call them: (1) The spin motor went out on the microwave about one month after it was installed.

The service man came out in two days and fixed it at no charge. (2) The guy that installed the refrigerator was not a Sears employee. He did a poor job of door alignment, etc.

so I called Sears and they sent their rep. out and he made all adjustments & I was happy.

nikalseyn
#397334

Hindsight is great, but you should know better than to buy a water heater---or anything---from Sears. They are not the company they once were.

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Review
#283847 Review #283847 is a subjective opinion of poster.

SEARS-Just another corporation

Today, Christmas eve, I was awakened to a call from a SEARS collection agent demanding I pay $ 379+ because I was late 23 days. According to the statement, I am 179+ short. I explained that this was not normal for me and that I DID NOT have the money to pay her today. I explained I get paid on first of month and I scheduled a payment on that date. She said that was too late. I should give her a postdated check NOW. I explained I do not have the money to do so and that I would not give my check chard information over the phone anyway. Secondly, I am out of work and do not have extra money laying around to just give her. I explained I always pay on time and that this month I had entered a payment into my web account but evidently it had not recorded it. I have never been late before. She asked what was my excuse for non-payment: was it I did not have a job or computer error. I stated both. One"”the payment was not recorded on the computer and secondly, since I do not have a job I have enough to pay my bills but not extra to meet her demand. She asked if I was making this payment with my unemployment. I said no. I do not know why that is any of Sear's concern. I also explained I discovered the missed payment when I went in to enter a payment for January on December 21st. ( I never received a notice that I was late on a payment. I should have gotten something.) Of course, there was a $35.00 late fee applied to my account. I told her I scheduled a payment for 500 for January 1st. She said this was two weeks too late, she needed the payment NOW and recommended I borrow the money from someone I know to pay it. (It would be rude for me to call family on Christmas Eve to beg for money). I explained January 1st was 8 days away. Again she said that was too late. I went into my account and changed the payment date from January 1st to December 29th. I then tried to enter another payment for January 1st but was unable to do so. So it appears that I will be late again for January. I requested that in the future they need to contact me via e-mail to let me know my payment is late or through their Message Center. No message were received there. I resent being treated like a deadbeat and harassed -- ESPECIALLY ON CHRISTMAS EVE. Anyone who shows this kind of disrespect to their customers, I want no part of. I am disappointed with SEARS "˜s behavior-I grew up with SEARS and always thought of it more than just another corporation but I was wrong.
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Review
#283823 Review #283823 is a subjective opinion of poster.

Sears in Newark, New Jersey - $140 for 15minutes stop

last Thanksgiving 2 days prior, the oven was locked (I unlocked myself with a wire hanger). We called Sears to send a repairman. On the phone conversation (somewhere in India), the guy was pushing for a $250 repair that will cover any repair up to $500 (of course one time offer trap). I selected to pay a $140 repair. The repairman came. He looked at the oven, opened and closed the oven door repeatedly for 5 mn. His assessment was that the motor is burnt and the price to replace it is $600 (waiting period a week to receive the part then reschedule a repair appointment) and maybe also the electronic display is also defective. At that point you know they have no clue. He was surprised that I mentioned that a big burnt motor I would have noticed the burnt smell. Of course I refused the repair. We called a local oven repair, they knew the exact problem by reading the error on the display. We paid $70 for initial visit and this price is subtracted to the total repair. Oven now is fixed thank to local oven repair for $145 total cost. Do Not Go To Sears repair unless you have warranty (free repair)
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Review
#283805 Review #283805 is a subjective opinion of poster.
Service
Sears Repair
Loss
$140

Sears fails spectacularly at Christmas

I ordered a waffle iron from Sears December 1st. You confirmed the order and a delivery date of December 15. You processed a payment through my Visa December 5th. No delivery was made and no updates were provided by Sears. After spending the day waiting, I called Sears at the end of the day December 15 and was advised that the order was now being shipped by UPS. The person on the phone had no idea when I would hear from UPS, when or even IF it would be delivered. In fact, she was completely useless. Repeated calls to Sears, each time being told that they couldn't provide a tracing number, so too bad for me. Maybe I would get this and maybe I wouldn't. They had absolutely zero information and offered zero help. And of course this major Christmas present didn't make it for Christmas. In fact it never materialized. Now I've got to try to get my money back... but they won't even consider that until they are 10 business days late with their delivery. Even though they admit they are in the wrong here.
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Review
#283798 Review #283798 is a subjective opinion of poster.

Do not order from Sears.com!

I went in to my local Sears on Black Friday to purchase a Kithen Aid pro 500 stand mixer, however they were sold out. I ws told by one of the associates that they could order it for me at the in store kiosk.( same price and free shipping) i typically do not do online purchases, but it was such a good buy and i have een waiting for 10 years to own a Kitchen Aid!!!! He completed tge order and told me that i would recieve it between 12/6 - 12/8. When it didn't come, i called sears.com customerservice and was told that it wasnt going to come until 12/22. Still not here, called back....... they said its processing it hasnt shippd yet and they cant cancel it!!!!!!!! I would rather go to bed bath and beyond. I could still get a good deal if i use a coupon and i knkw i will get god customer service!!!!! Now i have no mixer, $213.00 tied up because they wont cancel and refund it and they cant tell me when it will actually ship or when i will recieve it. Oh and when i asked to speak with a supervisor, they hung up on me.
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Review
#283753 Review #283753 is a subjective opinion of poster.
Loss
$213

Sears in Parish, New York - Cant find my order for little girls Christmas Present

I placed an order with Sears on Dec. 19, 2001 for a Suzuki ATV 6v Red, and paid for expedited 2 day delivery that was supposed to happen on Dec. 22, 2011. Called customer service (2) times, just to told they can't find wher my product is, they will have to email the vendor. Imagine that they have a vendor that only has an email address, no phone number or contact person. Now, i get a response email. Here it is: Dear xxxxxx xxxxxxxx, Thank you for shopping at Sears.com! We are still in the process of researching your order, however wanted to follow up so you know we are still working on it. We sincerely apologize for the delay. Please allow 5-7 business days for a response. We regret any inconvenience and appreciate your continued patience. Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok. Shop sears.com now to pick up great products for the season. http://www.sears.com Sincerely, Tiffany S Sears Customer Care order@customerservice.sears.com 1-800-283-6940 5-7 days for a response? What am i suppused to do tell the little girl that Santa bought your present from Sears and has to wait 5-7 days to find out where it is. Oh, but ithe the mean time look at these great brands Sears carries and shop some more for great products. Yeah right. Must be the only thing they expedited was taking my money.
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Review
#283635 Review #283635 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$232

Sears in Brecksville, Ohio - Online Delivery and Customer Service

I purchased an electronic ePad online using Sears.com who used a third party vendor Electronicdealz.com with an expectation of delivery 6 days after purchase. Shipping cost were added because of this third party vendor. My product was not delivered and it is 13 days since the order was placed and payment taken. I have contacted Sears customer service to cancel my order and get my money back. I have also contacted the third party vendor Electronicdealz.com to gain resolution. Electronic Deals is not recieving calls and sending automated responses via email. Sears was contacted 10+ times regarding this situation and continues to give me the same procedual answers and I was even told that it was not there responsibility to give me my money back. It is 2 days before Christmas and I have not received my money back nor do I have the product I ordered. No one is taking responsibility I have been ripped off and was told by Sears that cancelling an order is not possible according to the terms and conditions. Beware of working with Sears and third party vendors there is a great bureaucracy and an inability to gain resolution. Merry Christmas, don't be fooled as I have. It appears to be all about the money and not the satisfaction of a customer even when the customer has done everything they have asked for resolution.
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7 comments
Anonymous
#412182

Same issue just with a different 3rd party vendor. CTronics.....

Still back and forth with Sears on this issue and it has been a month now. Not a happy customer and will never order from Sears again...

Anonymous
#403875

Very similar issue, just a different third party vendor (Discount Posters, aka Posterazzi). All told, it's been two months, I've sent at least five emails and called at least five times.

Every time it's the same run-around, first that they are looking into it and I will hear back from someone soon (I don't), and then they are processing the refund and it should be there in X amount of time (it's not). The third party vendor's phone number leads to dead ends or disconnection, depending on which menu button you push, so that's obviously a sham. The other vendor also doesn't respond to emails, so at least Sears acknowledges that I'm complaining--they just can't seem to get their act together to adequately respond. I'm giving Sears one last chance, then I'm going to my bank to see if they can pull back the funds transferred to Sears.

If that doesn't work, I'm putting in a complaint to the state Attorney General. I did that once before and I saw results almost immediately.

No company likes to be contacted by an AG. (The last one was over a bigger, more expensive issue, though, so that's why I'm waiting and trying other avenues before I bother them with an under $100 problem).

Anonymous
#403323

@ lisa, i had to get ugly with sears online cs.

it took about two weeks to get my refund after getting the runaround and them having to wait on a reply from electronic dealz. I called everyday until they finally credited my account.

good luck.

Anonymous
#402197

Wow i had exactly the same issue. My email said it shipped on 12-14 i have yet to receive it and after countless calls and emails and it is january 3rd. Does anyone have any suggestions?

Anonymous
#399600

i have had the same issue happen, no refund because the item was shipped, and i was given a phony tracking number! sears should be held responsible for this i am going to let my lawyer handle it!

Anonymous
#396891

Fyi I also sent emails to the SVP of Sears.com on Friday and a couple of his directr reports. No response from my emails.

Also electronicdealz.com is still on sears,.com.

You would think after the multiple complaints that are posted on this, vendor that they would remove it. I will advise if I ever hear back from the SVP of Sears.com.

Ps: I would of been okay if these roads were for me but they were for my kids,

Anonymous
#396888

Hello

I have the exact same issue with sears.com/electronicdealz.com. The representative at sears told me in a nice way the best thing to do was call my credit card company. Doing that today as I had go across town to find a kindle fire to just have something user the tree.

Very dissappointed in sears.com and the lack of responsibility

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Review
#283593 Review #283593 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears in Tampa, Florida - Delivery

Purchased a gas grill. Scheduled for delivery Friday the 23rd of December. Turns out no one is coming to deliver today. Would not know this if I had not called delivery # and found out that the grill was never picked up from the store. No one called to let me know that delivery was not being made. Called the store in Brandon FL. Told I could talk to the manager but he will have to call me today sometime. Cancelled order. I was given no other option from anyone. If an item can't be delivered Sears throws you out of the cue and leaves it up to you to figure it out. Oh....you have to pay $69 for the delivery. Will never do business with Sears again.
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Review
#283589 Review #283589 is a subjective opinion of poster.
Service
Sears Manager

Couldn't believe Sears

On December 21, 2011 I went to the Sears store # 2389 to speak to the store manager, John Watson, in regards to an overcharge on a purchase. John was GREAT, took care of my issue without a long explanation. Then came the problem! I was still in the store (half an hour later) looking at treadmills when John was leaving the store. He made a comment about still being there and I replied yes, I was looking at treadmills. He smiled and promptly sent a stocker over to me. She asked if she could assist me and I replied I needed information in regards to the treadmill I was standing in front. She informed me that she would get a "salesperson". A moment alter an elderly lady from the cash wrap came over, I asked her what the differences were between the C900 and C900 pro Nautilus treadmills were, pointing at the C900 across the isle. She told me that that one, the C900 was "Sole" brand. I explained to her that it was Nautilus and she began to argue with me. At that point, I asked her if she was "salesman" and she replied no. I told to her to "forget it, I would research it myself." At which point she left, with me trailing her back towards her cash wrap. She stopped by a woman, I am presuming was a supervisor and told her to "not wait on the guy in the black jacket, he was an ***." Is shock I went up to the supervisor and told her "I was the *** and I would leave now without my $1000.00 purchase." I ordered the treadmill today from Nautilus!!! I could not believe the customer service from this woman and Sears used to be the standard that customer service was strived to be; not any more. Good bye Sears!! I will not be back.
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3 comments
Anonymous
#476247

Sears does not carry Nautilus fitness equipment. Both the C900 and C900 Pro are Nordictrack models, so I would be interested in knowing how you ordered one from Nautilus. That being said, the person who helped you (or failed to do so actually) was rude and I am certain that the store manager who was so helpful in the beginning would want to know about it.

Anonymous
#475755

That's the way Sears has gone..Low pay for employees who are not Professional. I retired from Sears in 1999 because they(Sears) quit caring about emloyees and customers. I gave them 28 yrs of service and I do Not shop there..The almighty dollar is what's important now !!

Anonymous
#395948

Lampert,this is the kind of *** that happens at your Sears/Kmart stores across the country, get rid of the *** that work for you and get the stores back to the class it once was.TAKE THE TRASH OUT.iF YOU NEED HELP CALL BACK OF SOME OF THE RETIRED ASSOCIATES WHO PRIDED THEMSELFS ON GREAT CUSTOMER SERVICE.WE WOULD BE GLADE TO HELP.

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Review
#283394 Review #283394 is a subjective opinion of poster.

Sears in Silverdale, Washington - Appliance support and customer service awful

In the past two weeks I have purchased two dishwashers from sears at the tune of $1100 each time and they won't do an exchange yet required me to pay again for the new one and wait for a refund on the first one. The first one actually worked for almost a week before the main control panel went bad on it and the second one of a different brand won't drain from the first cycle. The service reps keep telling me they appreciate my business as they also inform me that they are sorry but for $2200 I'm still stuck spending the entire christmas season with no dishwasher for my large family. Their service department can't come take a look at it for a week which is bad enough but then they will have to order the new pump it needs and wait for that to come in and then reschedule service because they can't order it ahead of time. The entire month of december with no dishwashing capabilities is bad enough but then to have sears take my money twice for the purchase of a new machine and then still no working dishwasher. When I asked to speak to a supervisor at the service center I got the normal response when dealing with sears and they put me on hold again for half an hour then hang up on me. That has also happened many times. Overall the only reasonably good experience has been that they were friendly enough while swiping my card to take my money but every moment after that has been horrible.
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Review
#283367 Review #283367 is a subjective opinion of poster.