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Sears in Yonkers, New York - On Hold

My refrigerator is not making any ice and I had an appointment for Saturday, Sept. 17th (this will be 2 weeks without having any ice)When I origanlly called for the appointment.I received a call today Sept. 12 to say they have to reschedule. I called and I ask to speak to a supervisor and I was on hold for over 20 mins and the person I spoke to was IVAN. I then called on my cell while I was still on hold from my land line, no one ever got back on the phone to say it will be a few minutes... nothing. I think the customer service "SUCKS". And to have my appointment rescheduled because you (SEARS) only have "ONE TECHNICIAN", I am really pissed. I hope when they come on Sept. 22nd and I do hope they come and have whatever is needed for my fridge because "IT IS NOT PRODUCING ANY ICE AT ALL" It is about customer satisfacttion and believe me I know because I deal with people everyday and they always want an answer and also they don't want to be sent from this person to that one or left on line just listening to music. I hope you (SEARS) get it togegher.
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1 comment
Anonymous
#354653

why didnt you just go and purchase ice in the meantime? :cry

Review
#261505 Review #261505 is a subjective opinion of poster.
This is a story about how Sears Home Repair Services does a bait and switch on their customers. My Kenmore Front Load Washing Machine stopped working on Saturday, September 10. I tried to place a call to Sears Repair and received a message that due to unforeseen...
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3 comments
Anonymous
#388568

Sears don't really care. They are scam.

We are experiencing the same, frustrated and we suffered emotionally, mentally and physically. They say the AC we get is Kenmore, then the contractor they had - bad contractor put a different brand of AC. Then SEARS say that the contractor forgot to replace the label with Kenmore - this one is fishy. I say they have bad contractor cos' the AC leaked in our attic.

Big damage. Also don't believe when SEARS says 24 hours costumer service - we did not have AC in Texas for weeks and it was over 100 temp and they don't care - no service until you keep calling them day and night. Sears is a very bad business. I will never ever go back to SEARS, never.

Also, we returned the AC and still they want us to pay for it. Sears is a SCAM and Theft.

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Review
#261504 Review #261504 is a subjective opinion of poster.
Service
Sears Repair
I sent this letter to SEARs. I invite you to provide me any reason why I shouldn't share the following story with all of my friends and family. When my wife and I returned home today from a weekend away we unfortunately returned home to a broken refrigerator with...
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1 comment
Anonymous
#344452

What a hoot! Good ole' James H is just as busy as can be making apologies. He did for me too.

There are lots of common complaints against Sears for their poor service. Over and over, same story. "We're sorry, we're sorry.", yet non-resolution prevails. Incredible wait times are given for service events (weeks). It is a capacity issue, and Sears simply can't service what they sell, and what they sell breaks often.

Folks, your buying power speaks wonders. DONT BUY SEARS APPLIANCES!

Review
#261503 Review #261503 is a subjective opinion of poster.
Service
Sears Repair
Loss
$261

Sears Canada Maintenance plan

I was given an appointment to repair my refrigerator on 8 September, 2011. I requested that the serviceman call me before he showed up so that I can come from work and not wait for him at home for 6 hours. The serviceman did not call me. I took a chance and went home and he had just arrived. He had a look at the fridge and told me that he did not have the replacement part. Alternate appointment was scheduled for 17 September, 2011 and when I objected to it strongly a new appointment was given for 10 September, 2011. I waited for 5 hours on 10 September, 2011 and then someone from Sears called me and told me that the serviceman will not be coming on that day. I have 4 appliances under their maintenance plan expiring in June, 2012 and I will never ever use their services again. I see a note from Sears Canada requesting not to post comments on this site but I am posting it anyway. Thoroughly dissatisfied customer.
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Review
#261286 Review #261286 is a subjective opinion of poster.
Executive complaint department: I have been trying to file a complaint with Sears's home delivery and service department now going on the better part of a month and a half. I had a warranty on a treadmill purchased through Sears back in 2005. When it finally came time...
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Review
#261099 Review #261099 is a subjective opinion of poster.

Sears in Greenbelt, Maryland - Dishwasher

I hate this company! Delays for 2 months on a part for my dishwasher with lots of excuses but not once a good explaination. Also had 3 reschedules for install of my dishwasher usually 1 day prior to install. I have called them at least 20 times and waited on hold for 10-30mins per call! Most of the time I am spaeking with someone from India where they outsource all their calls. May Sears go under soon and we get a real customer focused company in its place!!!! Boy they are awful and do not buy or use their service!!!!
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1 comment
Anonymous
#344581

I, too, have had a total lack of care and understanding from the service department customer support team. Except for one very nice and understanding lady whom I reached on my 3rd attempt and 5th month dealing with this fraud!

She knew exactly what I was saying and she compared my tech to a mechanic who was trying to rip me off so he could come back to install the parts for yet another couple hundred bucks. Except she didn't document or escalate my call at all. Here is the begining of my never ending mess with Sears. First week in January my 5 month old Whirlpool Gold dishwasher went out during it's normal cycle.

A tech (some *** subcontracted by Sears "Blue Team") was sent out a week later than the original 4 fricken hour window. He, in his few words of english, said "trol pan break" after a minute of pushing the buttons in an attempt to magically get another cycle to start. Knowing nothing about appliances, I assumed he tried and received some sort of error code (like the mechanic gets from my cars). That "code" meaning the control panel (computer) had blown.

Backing up here a minute.... we chose to purchase all 5 Whirlpool Gold appliances @ Sears because of their new marketing campaign, the "Blue Team" or something even though they were more than Lo*es. Thus convicing me the Big Box stores wouldn't be as accomadating for service if we needed it. Backing up further....

in 99 I purchased the new front loading HE Neptune washer and dryer from Sears for a heafty price at the time. 11 months later I was pleasantly surprised to have Sears call ME to schedule a cleaning, tune up, and inspection before the mfg warranty expired. He called that morning to confirm a 1 hour window. He was on time, sober (a vendor Sears suggested last year to install the gas line needed for the new gas appliances, was drunk and 3 hours late) clean, and very kind.

When he was done there was no charge and he refused a tip. I've never had a problem with the washer or dryer to date. That pleasant experience has now become a thing of the past. Thus the new spendy ad compaigne for the "Sears Blue Team".

That was the last time Sears showed any real customer service... So after fighting for 7 months a refund for the original service call was refunded. What had really happened to the dishwasher was a wiring harness had become disconnected. My friend came over a few days after the new $200 control panel arrived to install it but thought to check a few thing first since it was so new.

As soon as he removed the bottom panel he saw the problem he plugged it in and the dishwasher began right where it had left off. Sears agreed to send a manager and the sub tech come out on the 10 of July to see first hand that I had not even open the box for the new control panel and for us to show them where the real problem was. I thought perhaps they would like to learn from this mistake. Nope.

Again, no call, no show. I waited a week in good faith. Nothing. So I called for the 10 time to see if they were going to refund me for the bogus tech that came in January and if they were going to refund me for the unopened control panel.

Her reply was a tech could pick up the part and she would - once again escalate my refund request for the 7th time. Ok. So how about the refund for the part? In a very rude tone she said I hadn't paid for the part and would not see a refund for the January Tech visit.

"We don't make mistakes. You didn't pay for the part. So unless you return it to us we are going to bill you for it!". I was pissed.

Big time. I asked if she showed I had ordered the part - "No. That is why you need to return it to us. The tech usually orders the part.".

After another half hour she realizes I had purchased the part after call Sears to order it, only to be transferred to Whirlpool to order it direct. This isn't my first issue. Just one that is on going. Last Nov I ordered our fridge from a local store who would deliver it the next day between 1-5.

Never showed up. Called and the *** sold the same one twice to get the commission. We had to wait another 78 days to get one. Then the cooktop arrives, wrong one.

But an upgrade. Had to call for service (burners weren't completly torked down causing the DSI not to work on three. That tech offered to clean and inspect the dishwasher as the warranty was to expire in 4 months. For a fee, of course.

NO THANKS. Then like the techs always do: "Here is a copy of the survey you might get. Since you were happy with me just put all 5's like I show on this one. Or they may call you to answer the questions over the phone.

It is like taking the food out of my kids mouth when people don't answer with all 5's. Know what I mean. Wink,wink". Thank goodness I never responded to their survey call.

Would hate to be responsible for starving his kid. What a bunch of putzes. These are the worst examples I care to share. I did slice up my Sears card and just 3 weeks ago got a refund check for the bogus tech visit in January.

Still trying for the refund of the control panel. Peace. Be persistant and threaten to file with the BBB.

I still have a control panel for the whirlpool Gold Silent level 4 if this is the part needed. Whirlpool won't take it back and Sears refuses to take responsibility for the mistake and buy it from me.

Review
#261038 Review #261038 is a subjective opinion of poster.
Loss
$800

Sears in Zion, Illinois - Would not take gift card

Spent 13000 for new furnace/AC - gave me an 850.00 gift card. Needed tires - bought them at Sears. Gift card system down - had to put on credit card(should have told them to *** the tires :)). Also, got a coupon via email for %5 off - no good with rebate even thought coupon has no restrictions. What a crock!! What does everybody want for Xmas - got lots of $$$ Guess I ned to expound _word word word word word word word word word word word word wordword word word wordword word word wordword word word wordword word word wordword word word word
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Review
#260810 Review #260810 is a subjective opinion of poster.

Sears Service not acceptable

I put a maintenance agreement on my credit card. The technician was supposed to show next day. Received call 30 min before end time saying he would be out next day. Next day, no call no show. I called Sears direct. They want to reschedule my fridge repair till the 14th. I had to throw out a lot of food go rent a fridge, and wasted two days waiting for a technician that never showed. I want the maintenance agreement cancelled and the money credited back to my credit card. Jim Oberg/2040 McNab Ave Long Beach Ca/ 5625967504. I am done with Sears. You just lost a customer.If this is how big business works then I want nothing more to do with Sears. Your customes are what made you the Giant you are and this is unacceptable.
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1 comment
Anonymous
#341211

Were you been man, sears/kmart stopped being great in 2005. There is a whole segment of customers out there that will tell you that.Also you have up tp 90 days to cancel that *** they sold you.

Review
#260596 Review #260596 is a subjective opinion of poster.
Service
Sears Repair

SEARS

I was kept online for 3 hours by the personal shopper feature trying to price match two appliances, he promised me a discounted maintence plan, free delivery and free installation of the 2 appliances. After finishing and paying with my sears charge i was relieved, the next day i recieved an email with totally different numbers than what was discussed in the previous 3 hour online ordeal, when i called i was told "sorry" we dont do free installation and that they wouldnt honor the 3 hour personal shopper conversation i had even though i emailed it to the supervisor i spoke with that offered me "free" installation, delivery and a discounted maintence plan, i was basically told i got screwed take it or leave it. Very disatisfied long time Sears customer
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Review
#260326 Review #260326 is a subjective opinion of poster.
Service
Sears Installation
Loss
$2100

Sears in Oklahoma City, Oklahoma - Heros at Home?? Doesn't feel like it...

My husband (active duty AF) has been trying to register for this great program for the past three years. This year he finally made it into the registry... or so we thought. Due to a glitch they had to have everyone re-register and my busy husband and I missed the email stating that. Half an hour into the re-register period, it was already closed. Much to my husbands (and my) dismay. So much for that! Oh and no one can do anything about it. They say we can register next year.... or can we? Where did that get us this year?!?!
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1 comment
Anonymous
#396226

You could be grateful for them even doing that. Plus you aren't entitled to it or guaranteed to get anything even if you do make it in.

Review
#260217 Review #260217 is a subjective opinion of poster.