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Sears and broken washing machines.

Our gas dryer died after 16 years of use. Definatly got our moneys worth there. Went to Sears, as we have for over 30 years to check out their dryers. Wife found a dryer she liked, and that thw washer was very long in the tooth as well, she decided to buy the set. A LG WT5001CW and a DLG5002W She told the Salesman that she would buy them on the spot if they were delivered by Saturday (this was a Sunday). He agreed and we spent over $1800 for the set. Thursday rolls around and "I" look at the reciept and it has delivery for the following Saturday. She calls and complains to the salesman, he gets delivery set up for the correct Saturday. Saturday comes and she is all excited about her 2 new machines, I pulled out the old appliances so they were ready for take-away. They came Saturday afternoon and put in the Washer, as I told them that I would set them up, they set the Washer up for the Wife anyway. They started it up empty so it would run thru it's preliminary wash cycle with no clothes in the machine.she went and talked to the neighbor next door for about 3 min, came back and there was water running all over the floor. Water *** out of the Bleach Dispenser. She called the installers back, they came right back and could not believe it. The Installers tried getting ahold of the Tec department 3 times, but kept getting the calls dropped. Finally they talked to the dispatcher, who put my Wife on, who assured her that a repairman would be out first thing Monday Morningby noon. She took off work, and noon came and went, no call, no repairman. She called the 1-800 number again and they told her that the repairman was schedualed for the following monday. What the Hades are we supposed to do with a broken washer for 2 weeks ? Not do laundry? They would not send anyone out until the following week, so she got mad and told Sears to just replace the washer, as she did not want the broken one. They told her that they would not have a replacement washer for another two weeks.She called customer service and complained. Around 1:30, Customer Service called back and told her that she Overfilled the Washer with clothes. Hello Nitwit Tecs, there WERE no clothes in the washer when it started *** out water. Then "I" got involved. I showed the Wife the Sunday Ads and they had the exact same washer on sale at 3 different Stores, and for $70 less! We Went to Conn's and bought another one, Next day delivery and the Wife called back Sears and told them to come get the thing, as we did not want it anymore and would return it. Took her almost a half hour to get it returned by phone with Sears and they will pick it up next Saturday. What the Hades happened to Sears? It was never like this in the old days, and I have never been put thru so much Horse Hockey as this with a major appliance as Sears put us thru. So much for going back to Sears for anything but Craftsman tools from now on. They have sucessfuly lost another customer with their "Can't Do Anything"olicys.
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Review
#228096 Review #228096 is a subjective opinion of poster.
Service
Sears Replacement

Sears in Monticello, Illinois - Kenmore Elite HE5=Big P.O.S

After researching places like Consumer's Report, we purchased the Kenmore Elite(what a joke just in the name!) HE5 front load washer and dryer,HE falsely implying high efficiency. This has been the biggest waste of many! They lured us in with the claim of "70% less water consumption" the was BS, we have yet,18months later,to see a drop in the amount of water used, and I would argue the "high efficiency" claim with , if you have to run the dryer 2-3 times as long as the perfectly good 10yr dryer it replaced, then how exactly is it efficient?? We were also ***,smart ,not sure which yet, to purchase the extended warranty-smart because we have had to have them here 8-10 times to fix the worthless dryer,replacing one part after another..they have replaced the same part 5 times..the warranty says the dryer should be replaced if the same part has been replaced >4times....big BS lie, they are now refusing to replace the dryer because it cheaper to keep replacing the part" well so much for that $300 worthless warranty! I'd like to know how they can get away with this! They will not replace the dryer, but they sure as *** didn't have a problem taking our money and making false claims about the P.O. S products they sell.what a disappointment Sears! And Consumer reports who recommended this ***
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Review
#227779 Review #227779 is a subjective opinion of poster.
Service
Sears Claim
Loss
$3500

Sears in Washington, District Of Columbia - Will not show up to fix dryer

Spent $1000 on dyer paid for extra coverage,but they just don't have time to come fix.All they have to say is I am sorry.Didn't pay that much to have to take my clothes somewhere and pay to dry them!!!!They have changed time,ever couple of days,This time it will be ANOTHER MONTHIt seems that you would want to keep people coming back to buy more.GUESS NOTMaybe they have enough money don't need anymore,but there are other places to buy what I need,and thats where I'll be shopping,NOT AT SEARS
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1 comment
Anonymous
#264280

Dear Mr. William mad,

We are sorry to hear about the problems that you are experiencing with your dryer. I 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. My name is Dianne and I work for the Sears Cares Team. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (William mad) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Sears Cares Team

Review
#227766 Review #227766 is a subjective opinion of poster.
I purchase a Kenmore Elite White Electric Slide-in Range, the ceramic cook top gets discolored from the underside and never should, now it has black rings showing through a white glass cook top and looks awful. I had it replaced once for Warranty and it discolored...
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1 comment
Anonymous
#264307

To Mr. Ray Kluglein,

We are sorry to hear about the problems you experienced with your cook top. We can only imagine the frustration this experience has caused you. We would l appreciate the opportunity to speak to you. My name is Dianne and I work for the Sears Cares Team. We are a single point of contact for problem resolution within Sears Corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Ray Kluglein) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Sears Cares Team

Review
#227587 Review #227587 is a subjective opinion of poster.

Sears in Kissimmee, Florida - Worst customer service ever! Always the customers fault!

Since January we have been dealing with our refrigerator not cooling. Talk with sears to schedule appointment and a week later they send someone out. Food has been all thrown out at this point. Friday at 4:30pm he walked in and tells me it is MY fault it is not cooling as I have the settings wrong. Within 15 minutes he is gone. Go buy new food, fridge cools for 2 days and then we begin having the same problem again. Call Sears and they schedule me a week out again. Needless to say food is now bad again. The guy comes to fix it but the part has to be ordered. It takes a week to get the part then we have to reschedule. Finally the guy shows up, opens the box and the part is broken. The man must have seen that I was going to lose it because he called service and had someone else deliver the part. 4 hours later it is supposedly fixed. That was at the beginning of February. It is now mid March and here we are again. I called this morning to schedule an appointment and speak with Ashley. She is beyond rude and tells me she can schedule me for Wednesday of next week. I told her that was unacceptable after what all we have been through and in her condescending tone she mmhmmm'd me then told me there was nothing she could do. I hung up with her, called back and spoke with a nice lady named Eva who tried to help me. Somehow we were disconnected so I called again. I would tell you who I spoke with but can't because he HUNG UP ON ME! Eva called me back and got me through to customer service managment, I am guessing, and they got the appointment moved up. I have been a Sears customer for many years. About 10 years ago, when our lawn mower literally blew up after Sears repair department fixed it (which according to them was our fault), I started having trouble with the poor quality of the products as well as lack of customer service. I will NEVER EVER again buy ANYTHING from Sears nor will my family or friends. This afternoon I will be filing a complaint with the BBB and anyone else who will listen. This is ridiculous.
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1 comment
Anonymous
#268306

i have a very similar story involving a dishwasher...high end...that i bought from sears in january. they did a faulty install...i mean, when i say faulty...it is almost comical.

i call them, they take me ALL around the block, just refuse to make their transaction good. keep sending out THEIR technitions, their technitions can't even pretend that the dishwasher isnt so f'd up and write reports, of which i have copies saying that there really is no good solution to the problem and yet sears escalations dept. calls me the next day to tell me we need to take further steps to get to the bottom of the problem.

i, right now, have been on the phone listening to their musak for 20 minutes...i am probably disconnected, but i have the day off, and i am hanging in today!!!!!! omg do not get invovled with sears!!!!

Review
#227558 Review #227558 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500
With Official Company Response

Update by user Apr 16, 2012

UPDATE: RESOLVED 4/9/12 - Repair completed free of charge. Customer service rep/ scheduler was friendly, courteous, efficient.

Repair person replaced the control board & installed a new light panel with thermostatic override. You can call to see if you qualify for...

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25 comments
Anonymous
#1078981

called the 1 888 536 6673 number and sears says the issue is officially under recall now. Parts sent to house and appointment made by sears for the install, free of charge.

Make sure you have your model# and serial # when you call.

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Review
#227544 Review #227544 is a subjective opinion of poster.
Service
Sears Repair
Loss
$3

Sears better get their act together!!!

I will never deal with their online services again. I am in Montreal Canada, and after having ordered an item, the delivery company called 3 hours earlier than the delivery was expected a grand total of 7 times in a row, waking up my 2 year old. Not to mention, it was from a strange display name, so i didn't answer it, dismissing it as either harassment or a wrong number. I called Sears about an hour later, and they told me that there shouldn't be an attempted shipment, because the order never went through. Literally 5 minutes after that call, I went outside, opened my visa statement, and saw they had billed me for the item! I called them back and they asked if i wanted to reschedule a delivery... I told them to shove it and cancel my order. They refunded me a week later the incorrect (less than the original) amount, and that same day, UPS attempted to deliver the returned item to me!!! Talk about disorganization!! I am royally pissed! I alerted the better Business Bureau and it's not over yet.
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1 comment
Anonymous
#295090

I will not pay again pissed is a understatement. Case can #### ###

Review
#227459 Review #227459 is a subjective opinion of poster.

Sears Customer Service

I bought vinyl siding from Sears four years ago. It was horrendous. It took twice as long and cost me $13,000.00 with the so called 50 year warranty. Needless to say the warranty should only be used as toilet paper. I had a piece of my siding coming off and called customer service and be told that labor is not included and they would be right out. After almost 2 weeks, I called again to be told they called but got "my mother" who didn't speak English, also that my GARAGE DOOR would be fixed soon. First of all my mother died two years before and it was my VINYL SIDING that needed repair. After more calls someone came out and nailed the piece to my house. Now there is rust from the nail. How *** is this company! Then they called last night at 8:55 pm and said there was a "breach of their records" I CANCELLED MY CARD and told them never to contact me again. When I asked about the breach was was given a rude and nasty explaination of how it was under investigation and was not allowed to know about the incident. If my credit is ruined and I get a bill I will take them to court!
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1 comment
Anonymous
#261311

You got complete siding for your house for $13,000 with a 50 year warranty! That is almost unheard of and you got a great deal!

If you would have read the fine print when you purchased the siding you would have been familar with what the warranty included. Almost all warranty's are only for parts or replacement but do not include labor. All warranty service calls require apointments to be setup with persons that are contracted out through Sears and not all the time are they available the next day. I am sure you were given the earliest time available.

It appears as if they may have dialed the wrong number upon trying to call you. Accidents are possible. I am sure the nail was used to keep the siding in place and nails upon rain & other weather conditions can sometime get rust. This would not be something out of the usual.

I am sure if you call them and tell them about all of your concerns they will be more then happy to resolve your issues. As far as a brench in the system if this is something that did happen that is unfortunate, but I know Sears values its customers and wanted to make sure this is something that you are aware of instead of not informing you of something so important.

In no way would Sears not take responsiblity if anything was to result in credit problems or a bill for you. I have bought many items from Sears for several years and anytime I have the slightest concern with anything they are always willing to help.

Review
#226784 Review #226784 is a subjective opinion of poster.
Service
Sears Repair
With Official Company Response

SEARS AND THEIR CUSTOMER SERVICE IS HORRIBLE!

I am writing this as I am very upset with Sears and their shipping practices. I ordered an item on the website on March the 7, 2011. The item was to be delivered on March the 11th, 2011. I checked the status on this item today the 14th of March and it still has not shipped from Sears, no notification, no reasons for the delay, just no item. I called customer service and they told me that they were waiting on UPS to pick the item up and they usually take 7 - 10 business days for pickup. I then called ups, gave them the tracking number and they told me that the item was issued a tracking number but the shipper has not notified them that the item was ready for pickup. I called Sears customer service once more and I was told that the item was not on back order and they were not sure as to why it was not shipped and they would email the shipping department for an update. I was given reasons why it was delayed and not shipped when ordered, like weather, UPS response time of picking up the order and/or billing issues. All of which I have verified that the items described above were not an issue. As a point of reference, I ordered an item from NewEgg the same day, which was coming from the CA warehouse, i reside in SC and it was picked up by UPS, same shipping economy ground, on the 8th and I received it today, the 14th. I actually got the email from sears with the tracking number first and that order 7 days later has not moved from their location. I hope sears looks at these reviews and gets the reason they are failing as a company. CUSTOMER SERVICE!!!! It says a lot when bankrupt company like Kmart buys you up and you still make no changes in the way you do business. I used to be an avid shopper of sears, now I am not going to be a customer at all.
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10 comments
SearsCares
Sears Response
#272232

know what,

I'm sorry you've had problems with our delivery service or any of our services. My name is Brian H. with Sears Cares and I would like to help. 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 and we will call you at your convenience. In addition, include your screen name (know what) in the email so we can reference to your case.

Thank you,

Brian H.

Sears Cares

Anonymous
#271598

I will NEVER buy anything from Sears.com again EITHER. In my opinion,their shipping methods or service is terrible

Anonymous
#261657

Update and follow up :)

Last night I sent an email to Sears Holding Corp.

This morning I received a phone call from a Senior Case Manager with Social Media Support at Sears Holding Corporation.

She was very polite and extremely professional. She followed up with an email. They offered me an e-gift card in the amount I had spent on-line before. They also waived the fees for that unfortunated 2nd day shiipping when the wrong itm arrived. I received also an email from Blue Ribbon and another from sears.com. All appologizing etc. I was really surprised. We'll see... I have to tell you that I had a feeling it is a totally different company and not the one I struggled with 24 hours earlier.

So, at the end a Happy Ending :)

Anonymous
#261361

sears fan, You wouldnt by chance be related to "sears loyal customer" would you?

Very similar responses to issues you have no business responding to. If you have a problem with all these customers writing bad feedback(s) against sears customer service, you should maybe contact sears and see what they are doing wrong.

I went back to google as you said you did and typed in sears.com and did not see my feedback listed there. put it in as sears, sears.com, sears reviews, etc.... none of the searches brought up my feedback, which also concretes my thoughts on your working for sears in some way or fashion.

do us all a favor, talk to your manager and see if there is a way he can get the customer service reps to actual care about the customers.

Anonymous
#261347

:upset

Thanks for your candor about your experience, my experience was not like yours and I had delt with two seperate individuals, both of which left me unsatisfied with Sears customer service. As for the horrible part, i may have over stated that, because it is a matter of opinion. maybe a less descriptive word could have been used, one which would have not explained my feelings over this whole order. But I felt that I would be doing an injustice if I lied to everyone that is reading this feedback.

as a side note I still have not recieved an update email or the item so I went back and found out that it was shipped the day I called and will arrive tomorrow.

Anonymous
#261337

I totally agree. It is not even Customer Service. It should be called WDGDU "We don't-give-a-*** Unit"

In short: I placed an online order on March 12, 2011. I paid extra for expedited i.e. 2nd day shipping to be absolutely sure I will receive it on time, before Saturday, the 19th when I am leaving for vacation. The order arrived today. The wrong item was packed and shipped. It happens. After all we are human only. Errare humanum est.

I called so called customer service (they weren't able to localize my order by ANY of the numbers on a slip/packing invoice fo 20 minutes;)to ask to ship the correct item asap saying I will take care of the return of the wrong one and reimbursement after. I wanted to pay for the replacement item and the only thing I asked for was to ship it asap as a courtesy of Sears. I was refused. I heard from Eric H. (the gentleman didn't want to disclose his family name for... "security reasons"... his id is #0822922 ) that he couldn't ship it the fastest way i.e. next day (they call it premium) and waive the shipping fee because this is something they NEVER do.

Well... I paid for something I haven't received. If it was Sears' fault then Sears should fix it. Not at my expense with all due respect.

Apparently shipping the correct item next day and waiving the shipping fee was an obstacle like an Iran Contra affair.

.

I heard I was "imposing" something. If this is the way their customer service looks like then this was my last order at Sears. Ever.

I didn't demand some silly compensation for "emotional distress" because this is not a TV court drama. I didn't ask for a "gift card"

I only asked for shipping the correct item the fastest method available. I was refused.

Thank God I have a credit card from BofA which considers me a Customer with a capital "C" letter. The protection covers in 100% situation when you do not receive the very good or service you have paid for.

I filed a claim with them and was credited with the total.

I am surprised Sears still exists. In comparison Wallmart is a Saks or Bloomingdale in terms of Costumer treatment.

Negligent, incompetent, horrible.

SHAME.

Anonymous
#261331

I am sorry, but I do not work for Sears. Sears.com is a great site & has had my business for years.

I am only familar with how there shipping works as what you are experiencing has happened to me once before as I stated. It is upsetting to me to go to google to access Sears.com only to see your blast about the worst customer service from Sears ever. It fuels my fire to know such a great company is getting such terrible feedback. It is only fair to let know others reading this know that what you are experiencing is not the normal with Sears.com.

and all of the customer service reps I have encountered with Sears were ready, willing and very capable of resolving any issues I have ever had.

I strongly suggest you call Sears.com and request to speak to a manager that can get down to the bottom of where your item is for you right away. I have confidence that you will encounter someone who cares & who is willing to help.

Anonymous
#260931

You clearly work for Sears so I have no retort other than your company has bad customer service and I still have not recieved my item nor any email explaining why.

"Sears customer service reps did everything they could in there power to put up with the whiny *** you gave them!" isnt this the reason they are in customer service in the first place? To field calls from "Whiny ***" dishing people when they are given an expected arrival date for an item they purchased and it hasnt been recieved even after a week past the date given.

Arrival Date: 3/09 - 3/11 Tracking Number: 1ZV614F203130XXXXX

Return Code: 1519-6216-2549-0659-XXXX

Sales Check #: 09300140XXXX

Anonymous
#260886

I failed to mention above that I like you also had the same experience with sears when I expected my package at certain time and it was not there. I just so happened to be lucky enough to get a great rep to explain the process to me so I thought that I would pass it along to you.

At this point it may not mean anything to you but once I was able to understand the process it made me feel better.

I have not had anything but positive experiences from Sears and they will continue to get my business! :)

Anonymous
#260843

I am sorry but your facts are just not right. Sears has been around for over 100 years & trust me they are not going bankrupt.

Kmart may have bought Sears but they took there name as the corp name due to the well known name and business Sears has done. Your order is going through the process of what Sears calls zone skipping. This means that your item is on a Sears truck from its regional warehouse on its way to your state. UPS does not have your item at this time, and they have only received billing information.

Once the Sears truck reaches your area then your package will be dropped of at a ups hub and at that point you will be able to track your package. Also, the dates of arrival that you were given upon placing your order are "expected" and not guaranteed arrival dates. Sears as almost every other online company can only offer an expected arrival date. It takes 2-3 days to even process your order and 5-7 for shipment.

There also could maybe be for some reason an un-expected delay either with the vendor or warehouse. Your thinking is unrealistic and I bet you Sears customer service reps did everything they could in there power to put up with the whiny *** you gave them!

By the way I bet you your item will be there tomorrow! Relax

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Review
#226609 Review #226609 is a subjective opinion of poster.
Loss
$28

Sears poor customer service

Bought a Kenmore Oasis in Jan. 2008 with a 5yr. repair warranty. Washer broke for the third time . Called the service dept.today. Their best response time is 8 days away. After the problem is diagnosed and a part is needed it will take another week to finally get it fixed. We have bought and owned Sears products for many years and their service was great. Sears service anymore is terrible. Your best bet is not to buy their products or their warranties. You can get better service from other companies. I know that I will not buy anything from them.
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2 comments
Anonymous
#346369

I have a top-mount refrigerator/freezer that needs to be repaired. I called for an appointment.

It's 8 days away!!!! That is not customer service.

It's customer abuse. I will NEVER buy another Sears appliance.

Anonymous
#261314

Sears service anymore is terrible because there soonest available apointment time for a contracted service tech to get out to you is 8 days away? After years of buying from Sears and having no complaints you would give up that to go to other compeitors that do not even compare to having great and reliable products at great prices?

Not to mention great warranites. Did you know that a Sears is the only retailer that offers a protection agreement that will replace the item completly if there has to be four repairs made on the item within a year? Did you know that with the purchase of a Sears protection agreement that Sears will make yearly house calls for product checks? There is several more features of a Sears protection plan that other retailers don't even come close to.

You should do your research. All other major retailers care about is taking your money.

That will never amount to the loyality Sears has to its customers. When the other companies give you a hard time or dis-satisfy you I am sure Sears will be there to welcome you back!

:)

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Review
#226605 Review #226605 is a subjective opinion of poster.
Service
Sears Repair