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With Official Company Response
Sears has been here 4x's this year to fix this washer and still today I go to do laundry and here it sits full of water and no washy washy. I am never purchasing any Sears appliance again. This washer was a lemon from the start I purchased all new appliances in 05 and...
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3 comments
SearsCares
Sears Response
#315470

Dear Nicole:

We are sorry to hear about the problems that you are experiencing with your washer. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. We would appreciate the opportunity to assist you. My name is Susan and I work for the Social Media Support Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number as well as the phone number used to purchase the washer (if different from your contact phone number) and we will call you directly. In addition, include your screen name (Nicole) in the email so we can reference to your case.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#247836 Review #247836 is a subjective opinion of poster.
Loss
$600

Sears in Madison, Wisconsin - Order cancellation

I ordered a part online paid for it. two hours later I realized that I did not need the part. I called sears parts, well I guess I can't cancel the order, I have to wait for the part to come and then I have to send it back. well I will lose money on shipping. I would not be angry about this if the part was already shipped, but come on two hours, they can't even find out if it was shipped already. I will never again buy from sears again. start shopping online from china, better.
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Review
#247671 Review #247671 is a subjective opinion of poster.
Loss
$18
Original Report: June 8, 2011 Do Not Use SEARS Home Improvement Co. for any installations that are crucial to your home or comfort. They do not have emergency weekend telephone numbers and use local independent contractors. That being said I will tell my story: I Just...
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2 comments
jwbroeker
#716599

Mr. San Angelo~

I had a similar experience, and did the same thing that the lady commenting below did. I've filed a complaint with the Attorney General's Office of Consumer Protection of my state. I'm moving, but I've requested a refund for the repairs on my 'Kenmore' unit. Fortunately, the repairs were done by someone else.

You can file a formal complaint with the State of New Jersey's division of consumer affairs online, instead of bothering to contact Sears again, which is hopeless, as you know. Go to the New Jersey Consumer Affairs dot gov site.

Be sure to have your receipts, dates of contact, and service, phone numbers, the address, and phone number of the Sears Home Improvement store you hired, the sales rep's name and number, if possible, the contractor's name and number, but these are really just suggestions to make this as easy for you as possible. I understand the *** you've been put through. Make copies of all of your correspondence, and of your complaint. Feel free to express your indignation, but calmly, leaving out capitalization, except where appropriate.

Do Not request that Sears do anything other than refund every dime you've spent, so that you can hire someone else. Sears has already put you through too much. Make it clear that you don't want their products, or services ever again. You want your money back.

My experience with Sears was to replace an electric HVAC heat pump. We interviewed several representatives from companies, but the Sears Rep said that for $4,000, I would be getting a Carrier, top of the line unit, and he gave me the website information for that unit, saying that a Sears Kenmore is $1,500 less, but exactly the same unit. He gave me some song and dance about how Sears buys in bulk, so they can sell them cheaper than Carrier does. Now that I think about it, that sounds awfully fishy, but I fell for it. Right after the service warranty expired, it broke. This is in August, and 100 degrees outside. Sears was called because the parts were still under warranty. After being promised repeatedly that we were on their "emergency" list for service, and that someone would call within a half an hour, and after a week of living in ***, without receiving a single call back from Sears, I finally found someone willing to come look at it. I was turned down repeatedly by repair people who refused to touch anything that was sold by Sears, such is their reputation. They underpay to such an extreme degree, that no one is willing to service anything in your home, if they're contracted by Sears. You might wonder, since service was no longer under warranty, why not just call someone else? Because no one could get the parts unless contracted to do the repair by Sears! Sears makes you go through them to get the parts, and I could only find one company willing to do this, but only since I was paying the labor, and only because they were souls of compassion, and understanding. It turned out to be a bad compressor, and it took one week for the compressor to arrive, and Sears charged $125 for the shipping, even though the part was under warranty, and FREE! I tried to get the part online myself, and entered the model number. The unit says KENMORE on the top of it, but my model number doesn't exist online under KENMORE. Guess what? The repair guy told me that the unit is not a high end Carrier unit with a Kenmore label, or even a Kenmore! It's a cheap generic made by International Comfort Products! Our repair person told us that it isn't the top of the line of ANY brand!

We paid $775 for the repairs, which is what I asked for from the attorney general's office. I don't want Sears coming near my home, not now, and not ever again. I'm moving, or I would tell the AG's office that I want the total cost for the unit, because they lied to me about what it was, plus the $775 repair costs, so that I can hire someone else, and buy a Lennox! Now, I don't trust Carrier, because they do shady business deals with Sears, and you know what they say: Birds of a Feather Stick Together.

I wish you, and Ms.Sands the best of luck. I'm so happy that,soon, I'll own nothing by Kenmore!

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Review
#247636 Review #247636 is a subjective opinion of poster.
Service
Sears Installation
Loss
$6500

Ridiculus problem with exchanging treadmill at SEARS.

My husband had purchased F-63 treadmill for me in November 2010 at Sears.Because I was pregnant I was not able to use this running machine for few months.I step on it twice in march.The third time I was going to exercise the machine start having a problem with software or something else.The screen was showing elevation error and the machine stop on the highest level never going down.I went to the SEARS store trying to exchange the treadmill,but I was told that 30,60,90 days for exchanging a product at Sears pass.It depends of the employee knowledge abut warranty in this matter....After I came back home I had contacted SEARS customer service about my issue.I was given an technician appointment date scheduled more than a month from my phone call.I've called on march 29.The only available appointment date...April 29... The person -"technician" who came to my house was acting like he had never had nothing in common with fitness equipment.The only thing he needed was an owner's manual book of my treadmill...he left my house not helping me a bit,even saying that there is nothing wrong with my running machine...I call SEARS's customer service again.They scheduled another appointment after another two weeks.The technician never show up.Nobody from Sears ever call me letting me know that nobody is coming on April 14...I called SEARS again...They said that technician have called sick or "something" and wanted to scheduled appointment...in 30 days...When I was given new appointment date,I was given a phone number to SEARS CUSTOMER'S SOLUTIONS too.I've spoken to really ,really nice woman name Rene.She had written everything down ,she gave me a case number and 30 days to exchange my treadmill for the same or different one.I was really happy with the solution for my problem.Now I had to only choose another running machine from SEARS website...The Sole F-63 cost $ 899.I have an one year warranty on it..I was told if I pay $20 more I will have new warranty on my new treadmill.Now I had to find the right product.I did not want to give SEARS to much money,but yes I wanted to have a new warranty.Finally I had found a product I liked.This particular treadmill was on a sale for $945.So I would have to pay $46 difference and I could start exercise again...But with Sears nothing is easy...They want you spend money there but they do not want you have the product you pay for... When I've called customer solution wanting to exchange the product.I was told that this particular machine is not available because it's on a back order.The Sears had this machine on their website with promotional price... I was told to call them back after June 27...They should have this product on stock...I've called on June 27.The price on a website was a little higher this time but it looked like it was available for people wanted to buy it.When I speak to one of the customer representative about exchanging my product for this one,she told me,that because of the price difference today I need to talk to the manager.She told me to call back after 2 pm.When I call after 2pm I was told that manager is busy and he will call me back.Later on somebody else call me to let me know that the treadmill I've chosen is not available...What a surprise...Next day finally I had a chance to speak with manager Jerry.He seems nice.He even gave me $200 upgrade.I could choose a machine for $1099 instead of $899...The problem is...whatever I choose from their website ..it's not available... Today is July 7 and my case at SEARS customer solution is still pending.I have $200 upgrade and that is it.Sears does not have anything available for me for exchange even if the products are listed on their website.And of course they do not want to give me my money back because they are saying I had only 30 days for it.
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Review
#247447 Review #247447 is a subjective opinion of poster.
Service
Sears Manager
Loss
$899
With Official Company Response

Update by user Jul 06, 2011

What\'s with the changes in the punctuation that wasn\'t in the original submission? I didn\'t put in question marks, double periods and misplaced quotation marks.

Original review posted by user Jul 06, 2011

After seeing a refrigerator advertised for $740 I clicked on it to order. The price jumped to $899. I...
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7 comments
Anonymous
#1122688

Yup, this is obviously common practice for these corporate *** nowadays. A likely good reason tons of Sears and K-Marts have closed down nation-wide.

I encountered the EXACT same thing, went round and round with the girl on the phone, and then with her "immediate supervisor". The long long story ended up being this: They falsely advertise and use the "bait and switch" scam. You see the price which I took pictures and screenshots as well of, and I even made them follow me on THEIR OWN WEBSITE, and led them RIGHT TO the item that was listed as $199.99. When you clicked on it to get more info or to purchase it, it jumped up $20!!!

They said "Oh, I'm sorry...we can't sell it for the lower price and will submit the error to their IT Dept. for review. REALLY!? Review???

YOU POSTED THE PRICE, IT'S ON YOUR SEARS.COM SITE, and YOU tell me you can't sell it to me for the lower listed price! UNBELIEVABLE! NEVER EVER AGAIN SEARS. We've spent many thousands and thousands over the years with your company, but that trend ends NOW!

I will also tell everyone I possibly can about your scam, but it appears it already isn't too much of a secret, as a quick search on Google will turn up lots and lots of sites just like this one with people who have experienced this same terrible corrupt way of "doing business". I guess they are doing so badly these days, that they feel they have to CHEAT to stay in business. Well, I tell you this Sears, you are gonna be gone soon, and I'll be glad when you are. Just all the major corporations of today that USED to be built on customer service, quality care, and good ethics have been destroyed by the GREED!

Goodbye Sears, hope you go under for good. You deserve it 110% I hope everyone that reads this passes it along to everyone you know.

It's the only way of stopping these behemoths from screwing the very customers who keep them in business. They all seem to have forgotten that one simple concept!

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Review
#247383 Review #247383 is a subjective opinion of poster.
Product
Sears Website
Loss
$158

Sears Auto Repair Service Cts. Hgts, Ca

I have to go in now for the 3rd time! This is all from a clicking sound when a make a sharp turn...as if my cv joints were going bad. Well, Sears said it was my struts. 2nd time its the stabilizer bars. They denied my input about it possibly being the cv joints. Now im passed my 2nd 5 hours waiting session and get handed the keys. I was told that the clicking had stop. I did get better but it is still clicking and now getting worse just a few days past. I guess I will be sitting in the waiting room for another 5 hours to hopefully get my car fixed. Thank god we have days off to spend time with our friends at Sears.
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Review
#247264 Review #247264 is a subjective opinion of poster.
Loss
$1500
So, I just purchased a washer from Sears. They installed it and one month later, it started leaking. I called to schedule an appointment. After being transferred numerous times and being on hold for 30 minutes, I finally did the live chat online. I then found out it...
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3 comments
Anonymous
#308635

I love people like you KumaTeshi who think that waiting 2 weeks for a repair is ok. When a company sells a product and offers a warranty on that product, they need to fix it in a timely manner. If the company can't do that, they need to either hire more people or allow the customer to contract with a local repair person. This is actually a big deal. It flooded my laundry room floor and warped the subfloor. It is not a simple little leak!

So, you think that a month old washer that was installed by Sears should be sitting around for 2 weeks unused because they are too busy to fix it?

Also, the reason that I was so upset is that there was no supervisor available for 2 hours. How are things going to change or get better with a company if we just sit there and let them get away with poor customer service?

And, KumaTeshi, you are the one on the high horse with your self righteous rhetoric.

Enjoy your day.

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Review
#247179 Review #247179 is a subjective opinion of poster.
March 3 th I called sears to come out and give me a quote on a remodel we signed papers and that night I realized that I wanted to cancel I called and called and no one called me back ,I assumed that they got the message well 4 weeks go by and I received a called that...
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Review
#247080 Review #247080 is a subjective opinion of poster.
Loss
$8

Sears is a Shell of its Former Self

I don't have time to tell you the whole story of my online Lawn & Garden purchase from Sears, and you don't have time to read it all. My friends and family now ask me week-to-week and month-to-month how. the saga is going. The simple truth is that I grew up going to Sears from about 1970 on. It was a national treasure. This pathetic mess that calls itself Sears is not Sears ... I don't know what it is. "Customer Service" is a scandal. Management is a rumor. Complaint Resolution is a farce. There doesn't seem to be anyone involved in customer contact who has the slightest idea what it means to provide service. If and when my problem is finally resolved, I will come back and tell the story. It is remarkable, pathetic, and sad.
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Review
#247037 Review #247037 is a subjective opinion of poster.
With Official Company Response
Well here we go again! Had the same problem last year. Our new air conditioner / heat system was time for it's service call the yearly check up. I called the number to set up an appointment 3 weeks prior. Set for last Friday 7/1/11. Then called on Wednesday to...
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1 comment
SearsCares
Sears Response
#308671

Katalina7,

I'm very sorry to hear that your service has not gone as you expected. Putting myself in your shoes, I wouldn’t blame you for being upset. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. We'd also like to make sure that your service is completed as soon as possible. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the A/C unit was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (Katalina7) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.

Social Media Moderator

Sears Social Media Support

Review
#247030 Review #247030 is a subjective opinion of poster.