Anonymous
map-marker Orlando, Florida

Sear Warranty What A Joke

I bought all my new applainces from Sears during my home remodel, the glass on my stove broke; so I called the warranty center. 7 days for a tech to come out and evaluate (evaluate what its broke I can see that) another one to two weeks for parts to come in. So I am supposed to go two to three weeks without a stove!!! What a joke. I called the corp. number and asked if they can pre-order the top to save time; "that is not our policy - you will have to wait for a tech to evaluate" this is *** and bull what is wrong with these people. I want the head of Sears to go a week with a family and no stove see how he likes it!!!
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Loss:
$600
2 comments
Guest

i am going on my 5th week without a refrigerator. it took over a week to get it "evaluated", and since they do not keep the parts on the truck i had to wait 2 more weeks for the parts to be shipped to me.

then i had to wait over a week to get a serviceman back out. i was told first thing this morning that i was 2nd on the list ad would have service in the morning. by late afternoon i called back and was told that i was 7th on the list. i will never buy a sears product again.

i think we can assume that we will read about sears going out of business in the near future. they have no concept of consumer service. i feel like i live in a 3rd world company when i deal with them.

maybe i could bribe someone to get serice next time. :sigh

Guest

Well, yeah. They want to see why it broke before they're going to spend money on fixing it.

If you dropped a pan on it and broke it yourself, you'll get to pay for it.

If there was a defect that caused it to break, then they will pay for it. Until they know for sure, just use your microwave and shut the heck up.

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Anonymous
map-marker Phoenix, Arizona

Almost impossible to schedule warranty service

6 month old washer started leaking. Called Sears and went around and around giving the same info over and over then getting put on hold and then cut off. It took me almost 40 minutes to get an appointment scheduled. The service 'tech' shows up, not in the morning when scheduled but in the afternoon and of course, doesn't have the part. The evening before his scheduled return, I got a call from Sear's robot to call to reschedule. Called. Spent 10 minutes on hold and was told they were just verifying the original scheduled appointment. That's not what the message sent. Any bets on whether the guy shows up at all? I will NEVER buy anything, not even a towel, from Sears again. I don't care if they're giving stuff away. Their warranties and service are ***.
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Anonymous
map-marker Boston, Massachusetts

Customer Service Attrocity

I recently ordered a Kenmore refrigerator from Sears, which unfortuneately took two weeks to receive. My old refrigerator died in the recent heat wave. I ordered left hand doors. When the refrigerator came it had right hand doors. I called Customer Service to get the problem rectified and was told by the rep that her computer didn't show the request for left hand doors. I was holding the receipt which clearly had printed on it LH Doors, whigh I told her. She then proceeded to tell me that anyone could have typed that in. I was speechless. I then asked her if I could speak to her Supervisor. She placed me on hol for 10 minutes. It was 10:15 at night I don't think they were that busy. I immediately called back and got a different rep who couldn't beleive that the previous rep had said that to me. I will never buy one more thing at Sears. I also sell Real Estate and am frequently asked by clients where a great appliance store may be. Guess what, Sears will not be my response.
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gilgrimes G
map-marker Galeton, Pennsylvania

Still waiting on warranty work

So, You buy a riding lawnmower with a good review form customers who have purchased before. The thing runs like a champ for one year of near daily use then the engine goes out. No big deal, it is under warranty and you have done the maintenance as the handbook outlines. Then the fun begins. You call and play the game as they ask, going through the voice prompts for 2.5 minutes each time. Sometimes you get to a person, sometimes you get put on hold and sometimes you are dropped. O yeah you have a person, but they do not have a brain, they cannot answer the simplest questions without an extended hold time. Then the return and still cannot answer the questions. You assume may be you are asking the questions in a complicated manner so you re-word you question so it could be understood by a 9 year old. They still do not get it, you hold some more. That is life while trying to get your warranty work done with Sears. The product I bought was good, and the technician who came out and will ultimately do the work is great. The customer service to try and get it all worked out is run by drunk monkeys. If you are thinking about talking to customer service at Sears, do your homework. Run you request by your toddler and see if they understand, and then maybe, just maybe you have a chance of having the drunk monkey on the phone with you understand what you are saying. Still waiting on the service work and hoping it happens pretty soon . 04/08 10:28 AM 8Min 04/16 08:07 PM 3Min 04/17 12:52 PM 5Min 04/24 10:14 AM 4Min 04/26 02:21 PM 8Min 04/26 02:29 PM 7Min 04/28 03:31 PM 19Min 04/29 09:41 AM 27Min
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VictimofSears S
map-marker New York, New York

Sears Service Hasn't Fixed My Refrigerator after 11 days

My refrig blew on Sunday 5/18, Sears sent an incompetent Tech 5/19, even with the entire house reaking of refrigerant he said there was nothing wrong. Second Tech came 5/21 and found *** in the evaperator coil in 5 min., called his boss and advised to replace refrig. his boss insisted replace compressor, evaporator, coolant coil and motor. Parts were delivered 5/22, set up third service call even though tech. admited he never seen this extensive repair work. On 5/23 Sears broke appt. resch. for 5/28. it's been 11 days without a refrig. and little hope for tomorrow. Shop anywhere but Sears, esp. for service. Lost $350 of food and cost $300 so far to feed my family at fast food and resturants. I wrote to CEO hope it helps. My e-mail is ljs911@***.rr.com and suggestions help. Larry
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Anonymous
map-marker Reston, Virginia

The Worst Service I've Ever Dealt With!

Just recently I've purchased a patio set for $599.99. Yesturday, Sears called me when I wasn't home and they said that they will call me around 7:30PM. When I got home I listened to the message and I waited for them to call me back. It was 8:00PM and Sears never called me reguarding the delivery. The next day (which is today) Sears called me around 6:00PM and they said that they are ready to deliver the patio set at 11:00AM. When they said that they were going to deliver the set at 11:00 I went crazy. I told them to change it immediatley but they refused because they said that the time is already on the computer. I said "I dont give a *** what the computer says! I wanted the set delivered on my convenience, not the computer's." I put up with operators and supervisors and they were all rude to me. They couldn't give straight answers to me because they probabally had no idea what they're doing. I also told them that I am having guests over on Saturday morning and they wanted to deliver it around 4:00PM which is unacceptable. Due to their attitude problems they obviously don't care if I catch fire. They're going to call me around 8:00PM today and if I am not pleased with what they tell me I'm going to contact the President of Sears and give them a piece of my mind.
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Anonymous
map-marker Highland Park, New Jersey

Incompetent employees

Completely incompetent customer service I began telling the manager how to do her job and how in order to make the situation (on which they screwed up on) more bearable for them and the customer (me)… then I realized *** I am giving sears training for free … let them burn so I hung up … NEVER GO TO SEARS Calling for repairs completely a waste of time with sears unless you like spending all day and everyday in your house and missing work then be my guest and let them take over your life and schedule sincerely,Pissed off my handle
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4 comments
Guest

I purchased an expensive refrigerator from Sears a few years ago. It costs me nearly a thousand dollars.

They kept pushing their insurance coverage against breakdowns, the cost was $200. Surely enough the appliance broke down-just two years later. The repair would cost me $400-just for the replacement part. I could not believe an expensive Kenmore appliance was programmed to break down in just two years.

I called Sears and was basically told that I should have purchased the coverage. My advice to consumers;avoid Sears like the plague.

Quality and customer service are not on their agenda anymore. I will return to my old favorites: Maytag and GE.

Guest

To Jerome, the other fellow isn"t the only one with literary isssues. Advise is the verb form.

Advice is the noun. I'm sure Sears would have paid top dollar for your advice.

Guest

I purchased an expensive refrigerator from SEars a few years ago. It costs me nearly a thousand dollars.

They kept pushing their insurance coverage against breakdowns, the cost was $200. Surely enough the appliance broke down-just two years later. The repair would cost me $400-just for the replacement part. I could not believe an expensive Kenmore appliance was programmed to break down in just two years.

I called Sears and was basically told that I should have purchased the coverage. My advice to consumers;avoid Sears like the plague.

Quality and customer service are not on their agenda anymore. I will return to my old favorites: Maytag and GE.

Guest

As bad as your (poor) third-grade grammar is, I'm sure Sears would have paid top dollar for any advise you had to give. NOT

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Darren H Wpt
map-marker Houston, Texas

Sears Online disconnect

Recently tried to buy a Samsung tv from Sears. I purchased the LCD online, and was told I could pick it up at my local Sears. Well, they never contacted me on the due date, and when I called they said it would take another 2-3 days. When that day came I called them again, and was told to wait two more days. Called *again* and they said it was ready. But it was the wrong tv!! Local Sears manager blamed Online Sears manager, and vice versa. I never did get my tv and it took 2 weeks for my refund!!
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Loss:
$40
bbstaggs H
map-marker Stone Mountain, Georgia

Sears--Do not buy from them!

We bought a LG Washer & Dryer from Sears. The delivery and install was horrible. The washer leaked through my floor, wall, ceiling into my den. We had to shut the water off to stop the pour. We have spent the last 1 1/2 days trying to contact them to get it fixed. We now have to contact their insurance adjuster next week to assess the damages. When asked if they could credit my cc the delivery charge, they said they could not do it. Great customer no service! The national center did offer me a $100 gift card for my trouble. Makes we want to buy more from sears, doesn't it? Don't buy your appliances from Sears!
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Loss:
$2200
Sharoc M
map-marker Moline, Illinois

Sears is a big rip off and I wouldn't recommend charging there at all.

Went to Sears and bought a surround sound system. It was late and they reactivated an old card of mine. Tried to change the address but they told me to call a number when I got home and do that. I forgot but about a month later called. I was told I didn't have an account there, asked about my husbands and was told they couldn't talk to me about that one. I said even to verify the address - NOPE. Decided to wait for a bill. Bill never came and I forgot about the whole thing. Got a collection agency letter in the mail - Sears NEVER contacted me - NEVER tried to - but turned me over to a collection agency after they racked up like 6 months of interest so wrote off some astonomical amount. I called Sears they couldn't speak to me about this matter (their Customer Service is something to be desired) not even to verify what it was for or anything. Of course we settled with the collection agency IMMEDIATELY because we would have paid our bill if we could just have gotten it in the first place. HOWEVER it is on my credit report as a write off. So a person with perfectly good credit gets a black mark because some company has shady customer service. I've sent a letter to them and now to Citibank with no response (Citibank has taken over their charges I guess). I will not be shopping at Sears anymore and I would recommend that you not charge anything there if you shop there. A very unhappy person with GREAT credit until this
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Loss:
$400
3 comments
Guest

Your going to bash a company and tell your friends never to shop there because of your mistake? I bet you also forgot to tell your friends when you were bashing Sears that you waited a months to call huh!!!......oh by the way its not sears credit anymore its citibank..go bash them not Sears.. :(

Guest

So the sales associate told you to call and you waited a month?

Guest

:?

citibank is the problem!!!!!

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Anonymous
map-marker Washington, District Of Columbia

Service date is not really a commitment

Here I am sitting at home waiting for the service repair person to show when Sears calls to say they are not coming and they cant reschedule for 9 days. Sears does not think it would have been better timing to call before the service was schedule and they also think the email confirmation was a tenative not a commitment. Last time I will use these guys. They cost me half a days vacation and do not think they shoudl have to make up for the imposition. I will not reschedule as I can not ever be sure they will come.
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Loss:
$1000
1 comment
Guest

I guess the word "confirmation" doesn't mean "to confirm" anymore. I think if companies like this were held to higher standards by some regulatory agency, regular consumers wouldn't be getting the shaft so much.

Anonymous
map-marker Jessup, Maryland

Very bad coustomer service at SEARS!

I had a very bad experience with one of the seals rep at Sears store at Columbia Maryland. I was at their watch/jewelry section. The person who suppose to help me was nasty, rude with a horrible attitude. She asked me to take my business somewhere else! This surprised me and shows how unprofessional and uneducated saleswoman can hurt a reputation of a historic well known store! Another bad experience I have with sears is the rebate I suppose to receive. I had to call and follow up for a rebate which was promised to me by Sears for the purchase of a washer and drier at the above branch. Customer service was poor responding to my multiple requests. Mangers were uneducated with lack of respect for customers! I never got my rebate and I promise myself not ever purchase anything from Sears anymore.
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Loss:
$850
4 comments
Guest

Sears and their customer service if u can call it that.They were nasty incompetent and to think I took time of work for these *** to come and fix my washing mashine :( :( :(

Betzaida Gwu

Robert, it sounds like you don't believe there are rude people working at Sears. Obviously, you've never encountered one of their reps who just don't want to deal with any issue and cop an attitude at the customer. I've experienced this myself as well as witnessed it with other customers.

Guest

Robert,

It sounds to me like you've never dealt with Sears otherwise you would know how horrible they are. I'm still dealing with them regarding a tv that their tech broke.

Another of their tech said with his own mouth that the first tech was the one that broke the tv and they are still fighting me on this. It turned out that the first tech had no clue what he was doing. He took screws and plugs out of my tv and just left it like that.

You must be an *** to actually defend sears. I can't wait until they go out of business.

Guest

So....you walked into Sears and, without any provocation, a sales rep told you to leave the store?

That must have been a very mean and angry sales rep! I'm sure your conversation with the store manager was very productive.

Oh, wt. You didn;t talk to the manager about the unwarrented verbal assault, you just ran home and posted it on a web site. Yeah. You sound very believable.

What did you do, pass a bad check there before? Scream at him to come deal with you, even though he was already assisting another customer?

Sorry, but rudeness begats rudeness.

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Harry T Ugi
map-marker Schiller Park, Illinois

Bought an expensive refrigerator at sears and got a cold response

I bought a 4,000.00 refrigerator at sears and had to have it serviced 8 times. This last time we had over 350.00 worth of food that spoiled. I have called and complained each and every time and to no avil nothing has been done. I am beside myself and keep making phone calls to sears to get some positive action. I have small children and have not been able to go grocery shopping because my refrigerator to put these groceries in. My family has spent a fortune in ordering take out food for 5 nights. Oh and forget about our daytime meals.I'm so done with sears.
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Loss:
$4
4 comments
Guest

Ralphie, try and collect on your warranty when something goes wrong. Try getting through on the phone to warranty dept.

and getting service and/or parts. Sears is a nice place to shop until something goes wrong on an item you spent x number of dollars on an extended warranty for...then you get a bunch of children who have the mental equivalency of a 2nd grader off his meds answering the phones and not helping you. Yeah Ralphie boy, you sho done good gittin' yerself that extennid warranty. Wow that makes you just so much smarter.

You're so smart you even read things that weren't in this OP's report. She never mentioned she did not buy the extension for her warranty. She said she's called EIGHT times only to get no help and I know exactly what she is talking about. And then there's that sheep named Curt....All I can say to you is "Uh duh!".

:upset You 2 must be cheerleaders for Sears. Cute you could come together to get some male bonding this way.

Guest

Thank you Ralph i totally agree..and she obviously didnt even think about maybe the item was possibly defective and should have been returned . That is why appliances and electronics come with warranties.. I'm sick and tired of people putting the blame on Sears for their own stupidity or mistakes :(

Guest

Call the appliance department and ask someone to give you the "One Source" phone number. They can help you get this resolved.

Guest

Hmmm. The warranty book I have on my Kenmore Elite ($2800, top of the line unless you buy commercial grade), indicates parts and labor are covered for a year, and parts on the sealed system are covered for 5. Fortunately, I paid extra for the protection agreement, that covers food loss, and says very clearly, that if I have more than 4 completed repairs in a 12 month period, the product with be replaced with the same, or comparable model.

Either you did not read the manual, or you paid all that money and didn't get an extended warranty.

Either way, congratulations for looking like a ***.

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Anonymous
map-marker Dayton, Ohio

Sears is bad keeping their word on warranys and keeping their app. I wont deal w/ them again

I am so upset with them I have had to make 2 seperate app. and took off work to be home just to have no one show up. I just got ogg the phone with them again and all they can say is sorry we can make another app. yea right miss anotherday work to see if their come no Thanks.. I guess people just dont know the meanning of what your word should mean, they just dont know how to stand behind what they say. But look at out leaders get they get it from them. any more words has no meannings (so sad )
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Loss:
$2
2 comments
Guest

Gruber, you're such a lying ***. You had your A/C serviced (poorly) by a third-party, who screwed everything up badly, then tried to blame it on Sears. You're lucky they didn't sue you for fraud. The BBB won't even deal with you anymore because you refused to let them deal with Sears after you took your complaint to them.

So STOP GRIPING.

Signed,

A Concerned BBB Employee

Guest

I wholeheartedly agree --- here is my story:

Several years ago, in 2003, I brought in three people to give me estimates for installing central air units. One of the three said that I would need two separate units. The other two said that my house needs only one unit. Because of the Sears name, I decided to have Sears install the units. I figured that their subcontractors are all top notch.

The installation began, and was completed. The AC system was turned on and my house was not cooling in the way that it should have, but my electrical bills went through the roof. The Sears repairman finally came in, after waiting two weeks for an appointment, and he told me that I should have had two units put in - not the one. He then looked at the system closer and called his supervisor.

It appeared that because of the difficulty of the layout of my home --a tudor - with the many cross beams, vents were not snaked to the first floor - instead, I was air conditioning the outside.

Of course, Sears apologized, gave me a small financial settlement and redid the AC system in 2004. Sears looked at the payment as a refund - I looked at the money as the money used to pay my electric bills the previous summer. This may seem like semantics - but there is more to the story.

Though my bills were high, my house was somewhat cool.

The following summer, the central air unit broke down again - Four years - three breakdowns! Last Summer - 2007, upon returning from vacation in mid August, I called for repairs. I was promised, because of the previous debacle that if I ever had repair again, they would come out immediatley!! They lied! I was then told the earliest appointment was on a certain date. As a school teacher, I was unavailable on that given date, but scheduled it for the day after. Two days before my appointment, I received a call that they will be coming the next day. - I responded that my appointment was ofr the following day. They told me that I was wrong and therefore I "missed" my appointment. This mean no air conditioning for August and September of 2007.

Finally, after being forced to reschedule, and after filing a complaint with the BBB, they arrived in October and made a makeshift device was created, using electrical tape and screws, to catch the water so my system doesn't short out again. I again complained to Sears of shoddy workmanship and the use of shoddy products. This time I followed up on my complaint with the BBB until I became a pain in the a _ _ . Sears responded, came to my home and replaced much of my system in November 2007 and admitted that the system used was not a good one and the that water constantly accumulated in the pan to short out systems. I turned the AC on in October to make sure it worked --- for the 6 hours that it was on - it worked.

Three weeks ago, the temperatures in the northeastern part country hit 90+. The AC system worked for 12 hours and then it died AGAIN --- I called Sears to come for repairs, but they are unavailable until June 24 ---three weeks AFTER the breakdown --- Today, June 16, I called Sears to try and reschedule my appointment and they hung up on me twice! The first person was to the service center to reschedule the appointment and when I requested to speak to a supervisor, she put me back in the main directory. The second person, refused to give me her name and put me on hold – and then the standard message of “if you would like to make a call……” came on – In other words, she didn’t even put me into the directory!

I finally called National Customer Service at 1-80*-***-**** – they then put me onto the main mailbox again! I recalled again – and insisted on speaking directly to a supervisor, they refused until I gave them my name and address again! You can guess what happened – I was put back into the main directory, where it hung up on me again-----

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Anonymous
map-marker Atlanta, Georgia

Sears mower and Kohler motor cracked after 27 hours

i had sears mower less than a year and had only 27 hours on kohler motor before it cracked. I called warranty line and they sent repair man out ordered new engine. That was 3 weeks ago and now they are saying they have to make that engine and it will be a couple of weeks until they cast it. That means i will be without mower pretty much all summer. I have called every Sears customer service number that i can find and i get a lot of false promises to have somebody call back that can do something to help. Don't buy from Sears unless you want junk!
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Loss:
$1700
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