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Sears in Dallas, Texas - 30 days to repair a non-working product

I bought a radial arm saw for nearly $1000. After assembly it was clear that the saw was seriously defective - two motors - one never worked, one stopped after half a piece of wood. I talked to several customer service people that didn't really know what I was talking about. After I finally (4 different people and 2 call backs) got someone that knew what I was talking about - I was told that yes I HAD to have an in-home service since it was so large (DUH) Then they told me it would be a month until they could get a technician out to look at it. An entire month for something that never worked correctly in the first place!!
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Review
#276429 Review #276429 is a subjective opinion of poster.

Sears Craftsman parts

So you by your tools at Sears, you get Craftsman tools because of the quality and parts. After a while you need a consumable part and you go into the local Sears store. You find they don't carry the part and you have to go to the Sears Parts Center. Now you find they only ship the parts to you home and want $12 to ship a $22 part. When you question the shipping charge for a part you want to pick up at the store. The lady on the other end of the phone rudely says "well you don't expect us to pay for your shipping!". My thought is I buy an expensive tool. It has consumable parts, I expect to be able to replace the part without paying %50 shipping. I guess they should list the part at $34 with free shipping.
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1 comment
Anonymous
#383559

Most Craftsmen tools are all made by other companies now. I now buy all my tools elsewhere when I used to only buy Craftsmen tools before. Soon Sears will be like Monkey Wards....gone...They pissed off their customers too.

Review
#276427 Review #276427 is a subjective opinion of poster.
Sears appliance warranty doesn't cover installation issues when not installed by a sears technician. The technicians say to just call and set up the free installation through the warranty/protection service. However when I attempt to do that, they won't do it....
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1 comment
giovannam
#395781

I've been told I need to let people know whether or not I've gotten anywhere with my complaint with Sears.

I have not. I postulate that it is because they really don't care.

I've had them out twice in the last week for my washer, and now I still need them back - because the technicians did not do a good job. My washer now makes an awful sound when doing a regular size load.

It's frightful how bad Sears is. DO NOT BUY ANYTHING FROM THEM.

Review
#276413 Review #276413 is a subjective opinion of poster.
Service
Sears Installation

Sears Home Improvement/Heater Installation Gone Somewhere But Here

Customer service complaints at local level leaves a lot to be desired. Call coporate number to get issues resolved. Sears WAS a name I trusted. Initially Sears was to have installed a gas heater in my basement. They came out 10/17/2011 but the unit would not fit. I was told someone one would call me back regarding installing an electrical heater. After a week I called the project manager who said he would call back. (never did). Spoke with the DM, after informing him on 11/15/2011, I wanted to cancel, I was informed it would be a problem. I had left 2 voicemails with no response. The problem as defined by him was: they paid a lot of money to have this shipped. But yet and still I had been waiting for a unit which was in the warehouse, waiting for parts to be shipped, and so on. This DM stated he checked a log which showed calls had been made to me. I informed him a phone log is not indicative of phone content/conversation. I will cancel. Sears has seared me. I never received a copy of the contract. The pm showed me a picture of the unit in a binder. Never again.
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1 comment
Anonymous
#378412

I hear you man. Their Protection warantee service dept.

seriously ruined our entire weekend with their appointment deal; Supposed to be here between 8 to 12 never happened.

Next day same thing. I just walk by the store and tell everyone I know about our experience.

Review
#276390 Review #276390 is a subjective opinion of poster.
Service
Sears Installation
Loss
$1380

Sears damage your house

Sears came to clean the air conditioning ducts and clean my dryer vent. They damaged the walls and baseboards of my house with their hoses and scraped my new washing machine. They told me that they never damaged the washing machine but I saw the person do it at the time and he admitted to it. They told me that I should rewallpaper my wall to fix the problem and were so unhelpful. I will not be using Sears Home Services again as a result. Be wary of the customer service staff as they awful to you for helpfulness, confidence.
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Review
#276375 Review #276375 is a subjective opinion of poster.

Sears in Atlanta, Georgia - Received confirmation letter but not product

on 11/1/2011, I tried to place an order online for a stroller to be delivered to my son and daughter-in-law. The order would go only to the credit card information and then would say unable to process this order at this time. The next morning on 11/2/11 I went into the local Target store and was told they do not place orders to be delivered in another state but I could buy the stroller there and ship it. I call the online service and spoke with a women named Katlin, who took all my information, but could not understand the billing address (MINE) was different from the shipping address and transfered me to her supervisor, Monette. Monette was very rude and snippy and kept putting me on hold and after 28 minutes she gave me a tracking number of #13124842513. I received a confirmation email with a delivery date. After it did not arrived and the tracking # did not work I called back and was told the order was never placed and I would have to give them all the information again. I walked into SEARS, went to their online computer and brought the same stroller, for less, and my son picked it up at their store that afternoon. Needless to say I will never use you online gift registery ever again
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Review
#276259 Review #276259 is a subjective opinion of poster.

Sears in Stoneham, Massachusetts - Utter delivery Failure!

I am a regular customer of Sears and I have shopped for various items over the years. Yet my last shopping experience with Sears left a very bitter taste in my mouth that makes me question going back to Sears ever again. On November 10th, 2011 I have bought a Bosch dishwasher over the Sears website. Since I was a trusting customer, I saw a good deal and acted on it. Sears charges a delivery fee (I paid 70$ plus 10$ extra for weekend delivery) even though none of the other major appliance stores like Best Buy, Home Depot or Loews does not. Still, I thought it was worth it since Sears gives (or I thought that it did!) a seamless customer experience. My mistake! Over the web, I have scheduled a delivery for November 18th and everything looked good. On Nov 17th, I have received a call from Sears delivery telling me that my delivery will come on next morning (Nov 18th) between 8.30 and 10 am. So I took my old dishwasher out of the counter so that it will be easier for Sears delivery guys next morning. (So naive of me!) The time passed on Saturday morning and I waited until noon. No one came so I called delivery services. the answer I got was 'Oh sorry, we were just about to call you, too!" Really? They told me that the dishwasher that I ordered was not available due to a vendor issue so they will call me back and reschedule. They called back on Sunday and told me It could be delivered at earliest on December 3th. I have ordered this machine on November 10th for a delivery on Nov 18th. Sears (this giant of a store) had more than a week to get the machine or at least tell me that they could not get it. But no, they called me on Nov 17th to tell me even that they will deliver my machine (that they did not even have) next morning. So now I have an old dishwasher sitting in the middle of my kitchen, 2 more weeks to wait, an a Thanksgiving which I will have wash my dishes by hands and bunch of guests that will listen how Sears deceives its customers by selling things that they do not even have or worse promise to deliver them! I do not think I will ever buy a rag from Sears again since now I know how they do not care about their customers. I will keep posting this review about the delivery blunder all around, Yelp, your website, local outlets, you name it I will post it. So people know what to expect from Sears!
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Review
#276215 Review #276215 is a subjective opinion of poster.
Loss
$500

Sears in Scranton, Pennsylvania - Make me wait all day and don`t have parts

sears appliance repair - they tell you they`ll be here between 8:00am and 5:pm so you wait all day and they don`t have the part so you missed work for nothing, and they make another app. for the next week, then they forget to assign it to a tech. 3 of my appliances needed new parts its been 4 weeks and 3 techs later and i still am waiting for my icemaker to be fixed he was here today but once again didn`t have the part!!!! sear used to be a great place to buy appliances because of there service! sears ain`t what it used to be!!!!!
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Review
#276057 Review #276057 is a subjective opinion of poster.
Service
Sears Repair

Sears in Cincinnati, Ohio - *** service, telephone ***, elderly beware!

I purchased a dryer for my elderly parents and arranged for it to be delivered and installed. The installer did a poor job, resulting in the dryer vent collapsing into pieces after one use of the dryer. Who is going to fix that--my 90 year old father or my bedridden 88 year old mother? Well, not Sears for sure. After 30 minutes on hold and being shuffled from department to department, I gave up and went to the Net. If you buy from Sears, DO NOT accept their installation services. Find a trusted handyman or friend to do it. Sears installation services is WORTHLESS!! And customer service is a joke. DO NOT pay for them to install your appliances. And if you are disabled or elderly, call your church or your family for help. It sure won't come from Sears.
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Review
#276035 Review #276035 is a subjective opinion of poster.
Service
Sears Installation

Sears in Cincinnati, Ohio - Will Not Fix My Lawn Tractor

I purchased a Craftsman Professional Grade lawn tractor in 2008. I bought the extended warranty (luckily). In 2011 the front axle broke. Completely broke in half. It took the service technician 43 days to fix. He showed up the first time and didn't have the part. He had to order. Then the part was on back order. Finally the part came in. That was in June 2011. Now it's November 2011 and the front wheels are out of alignment. Called a tech to come take a look. He said the tractor hit something and bent the frame. I was unable to be at the house when the tech came over but my wife was home. She said nothing was hit and he got into an argument with her saying it was our fault. Needless to say he left without fixing the mower. I called and complained until I got the corporate office. That was an experience in itself because when you call corporate you always get an answering machine no matter what. So you have to leave a message and wait until they call back. They sent another service tech out, who conveniently works with the first tech, and he agreed with the diagnosis - we hit something and that's why the frame is bent. I DIDN'T HIT ANYTHING! The tractor is not professional grade. All I did was cut my grass. The tractor is still covered under warranty but they won't fix it. Please, whatever you do, do not buy any Craftsman product. Save yourself the headache. I am seeking legal counsel now to see what my options are. I will keep you informed.
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1 comment
Anonymous
#383560

Take then to conciliation court. It only costs a few dollars, You add that to your claim against them as well.

You do not need a lawyer to do so and they will have to have a lawyer represent them if they want to fight it.

They will not want to go to court so they will start to communicate with you. Do not let them off the hook since you can go to court if they do not come to terms with you.

Review
#276009 Review #276009 is a subjective opinion of poster.