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Sears in San Jose, California - Don't buy Kenmore - Horrible Service

After 7 years, all the burner controls on my Kenmore range are malfunctioning. The burners cannot hold a steady temperature. Sears Home Repair is the worst. They skip appointments or arrive late, order the wrong parts (causing another appointment), and send a different technician each time, and they don't understand what the previous technician tried to do. The 3rd technician came out today & even he said it was ridiculous to send a different technician. He just left without doing anything and they are supposed to call back to schedule yet another appointment with the original technician. I'm on my 4th appointment, and this is only on two burners. They won't even inspect the other burners until the first two are fixed. Don't buy Kenmore, or you're stuck with horrible service. No one else really services Kenmore appliances. It doesn't matter how attractive the product seems if it can't be repaired. I've seen hundreds of complaints about Sears Service online, but it's too late for me now. I'm trapped in Sears Service ***.
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#216811 Review #216811 is a subjective opinion of poster.
Service
Sears Repair

Beware of sears service installers & poor customer service

Beware of any sears "service". The experience with installers hired by Sears to install a craftsman garage door was horrible. On 12/4/2010 a sears employee didn't want to wait on me or answer any questions about garage door openers,so then I ordered it online on 12/6/2010 with installation to be on 12/13/2010, but promised ship times 12/09/2010 were bumped to 12/15/2010 which caused installation to have to be moved again 12/17/2010, which caused problems because I had When SEARS installer got to my house12/17 to replace an old garage door opener they "Suddenly" needed another part & extra cost for that part. The installer said Sears and Craftsman WILL NOT honor their warranty if this "extra" part wasn't added. I felt like I was being robbed of another $100 and if I finally wanted my garage door opener to be installed I needed to pay up - which by the way the installer said they couldn't do the day they schedule - as they are standing in my garage on 12/17.They told me I'd have to reschedule that they were too busy! By this point I was done with Sears or so I thought, but really my nightmare with Sears just began. I called customer service that afternoon to tell them what the installers said. They couldn't have acted like they cared any less..(fabulous attitude). I asked if I could return the SEARS Craftsmen opener at my local sears...the one that couldn't bother to wait on me on 12/4/10. I was told no. Then my Second part-time job dealing with Sears Customer Service began, one job I wasn't getting paid but was taking lots of time. I spoke to no less than 10 people associated with customer service, supervisor, I was assigned a social media rep. since I complained on sears facebook - hey - finally got some one's attention, but Korrina was worst. Promised my refund & call tag & follow up email that night. She passed it on to me someone Allan G, that invited me to make another order online!!! WHAT?!! It is obvious there is NO Communication going on there. I JUST wanted My Money Back!!! this is now 12/20/2010. By 12/27/2010 one week later no communication from anyone, I still have item, & all charges still on my Discover card. I call my Special "social Media" Rep. who claimed she has no idea why item not picked up or I didn't at least have install returned since that was canceled on 12/13. Korrina said she requested a call tag from UPS 3times. Now I hate to call someone a lair but why would someone request 3 calls tag in one week when she didn't even know there was a problem until I called her a week later? Hmm? Then she blamed it on my email. I told her I got all other emails from sears, & I asked her for dates she sent the UPS confirmations to me as I was sitting at my PC & could look thru my spam folder. Korrina said it wasn't important now, she will send an email & make a call. After we hung up I thought that is exactly what she said last week & nothing was done so I called the home office and asked for Steve Light VP-Tools & also I wanted to leave a message for Chairman of the Board- Edward Lampert, Theresa wouldn't put me thru; but did patch me thru Korrina again who informed me she was calling customer service for me but had to get off the call to talk to me again. I told her I didn't feel bad as Korrina should have made that call last week after our 1st conversation. I stressed to Korrina I only have Mondays off for item to be picked up. Korrina requested call tags from UPS for Tues, Wed, Thur. If that not the biggest F. U. to a sears customer I don't know what is. Plain & simple They.Do.Not.Care. 12/28 Korrina Promised would call me back to let me know the status of return by noon. No call ever call. I left her a message on 12/28 6pm that I will be dealing with her supervisor from now on. I really think My Social Media rep. just listened and made promises, maybe few notes... and then what Happened???? What did she do when she got off phone. did she:Shreds notes, or wadded them up for some trash can basketball? I don't know. What I can tell you she should have seen what needs to be done to bring this unhappy customer around to a positive conclusion....GETTING MY MONEY BACK SINCE THEY HIRE Shysters in the 1st place.. 12/29/2010 on phone w/Sears Jane, Gabriel and then Brian...2.5 hours...No Kidding!! Sears would actually out me on hold twice for more than 20 minutes...like they were trying to wait me out...make me hang up. Brian finally got a call tag from UPS for Monday and Monday Jan. 3, 2011 UPS came at 4:30. Had to be ad my house all day, but at least garage door opener is gone. and Yes Sears lived up to their reputation. They were able to screw up this return. They got the Garage Door Opener back on the 1/6, but I only credited back the actual item. not the shipping charge, which Brian said would be credited back on 12/29 7:02. and I'm still trying get my money back....6weeks still waiting for refund. shop online often & have returned things to the local stores including Walmart, Target, Khols, Macys and others. NEVER have I ever had a problem. One store didn't even carry that item that I was returning but took it back as I had receipt. No hassles. These are the things customers remember...how you make them fell. Sears is definitely the loser here. Almost six week and still dealing with this trying to get My Money Back. We just feel Robbed!!! I think I am going to mail this letter their shareholders, board of directors, ceo...but really how many people do you have to get to, to get your money back???
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Review
#216487 Review #216487 is a subjective opinion of poster.

Sears in Montreal, Quebec - Two months to deliver an

Dec. 5 - ordered a Christmas gift online for my son stated to be in stock. Dec.18- I Called about status , was informed it would be delivered very soon - guarenteed before Christmas. Dec.23 - I Called back , informed that the gift would only be received January 14. January 13 - Received a telephone message from Sears stating that the item has been delayed until February 4. Moral of story: If you want to order an Easter gift , do so in the beginning of December. What the heck is going on ? I really do not like being lied to. Please tell the truth Sears , it will pay off for you in the end.
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Review
#216329 Review #216329 is a subjective opinion of poster.
Loss
$40

Sears in San Juan, San Juan Municipio - No service is very poor service

One month ago I called Sears to request technician service for my treadmill, I requested the appointment for today January 13, to assure I could be more available to receive what I requested. Sears does not't call to confirm appointments (bad policy), so I called their customer service line yesterday (Jan 12) to assure appropriate use of my time. In my call, I was told by customer service personnel that they don't give time appointments in Puerto Rico, and that they recommend: "I should take my day off and rest while they arrive".(abusive) wait at least from 8am to 5pm.You know what? I did, I woke up 2:30 am , I went to start my work at the hospital, (doctor) left some things done, and traveled back home to beat home at 8:00am as they told me; then I stayed at home until 5:30pm and they never arrived after nine hours . During this period I called twice a 1 800 number and I received the same response. "there is nothing we can do , for Puerto Rico, there are no hour for appointments, so just wait. We cannot call the technician. Just wait. After the nine hour wait, I called again and asked for a supervisor, they made me wait in the phone , hearing music for twenty minutes finally they hung the phone. I lost nine hours of my work day just for nothing. Finally I went back to the hospital to complete my work, nine hours late. They have no respect for their clients.
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Review
#216298 Review #216298 is a subjective opinion of poster.
Loss
$900

Sears refrigerator repair ripoff

Called Sears repair because water was coming out the back of refrigerator and ice maker was not working. Sears serviceman quoted $200 to repair. He then put some hot water on the supply line and declared it fixed. He was in the house a total of 15 minutes. Some hourly rate. On top of that, it was broken again two hours later. They wouldn't come back for three days so my wife fixed it herself with a hair dryer in two minutes. I will not shop at Sears again. Calls to supervisors were basically answered with "tough luck sucker"
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#216241 Review #216241 is a subjective opinion of poster.
Service
Sears Repair
Loss
$200

Sears in Boynton Beach, Florida - Poor planning, missed and late appointments, and repeated indifference

My washing machine was intermittently unlevel during the spin cycle. Sometimes it worked, sometimes not. I took out a service contract, just in case it got worse. It did. But I should have paid cash. I've spent three weeks partially drip-drying the laundry, and waiting for the warranty contract repairman came with an even higher cost in lost work. I called Dec. 22. My first repair was scheduled for AM Dec. 28. I waited all AM, came PM. They couldn't fix it, and needed parts. Two techs came back AM Jan. 7. They still couldn't fix it, because not all the parts had been delivered. I scheduled another appointment for AM Jan. 10. Nobody showed, period. I called 1-800-4MY-HOME. "Oh, we're sorry sir, we must have had a major computer glitch with dispatch. We'll have a technician there today." Mundane, right? Now it gets interesting. I arrange for Mom to be at my house. A technician van pulls in the driveway. My mother sees him: 1 gentleman, not 2 like before. Technician gets on his cell phone; calling his assistant? Nope. He calls the wrong number in my records -- my cell phone -- and I missed the call. He drove away before Mom finished unlocking the door to stop him. No knock, no doorbell, no "sorry we missed you card." Mom calls me. I call customer service. "Sorry sir, you missed your appointment." Uh, no! Given Sears' many errors, all I want is a first thing AM or last thing PM appointment. I don't care if it is 6am or 8pm. Sears refuses. All I can do is agree to another half day of lost work. So much my summer vacation, I just gave it to the laundry repair man.
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1 comment
Anonymous
#234939

Remember the old saying you get what you pay for, with Sears and A+E Factory service you get head aches and frustration, you should of read the reviews on this site before becoming a locked on customer of Sears,thats what they call there service agreement customers, besides suckers.

Review
#215809 Review #215809 is a subjective opinion of poster.

Sears in Whittier, California - Bad Delivery service

The worst delvery service ever, had to reschedule to get an A.M. Delivery, not only did they not give me the A.M. delivery i requested they gave me a 5-7 PM window for a business (not residential) delivery. when I tried to explain i requested an AM delivery because the nearest person to the business at that time was 75 miles away they didnt care and could not change the delivery window given because they conveniantely dont call you until after the delivery whse closes so they can't call anyone, i would haev to reschedue again and have to wait 7 days until the next available delivery date. I will NEVER buy anything from Sears ever again. worst experience ever and no profeesionalism at all!
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#215788 Review #215788 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1800

Sears in Fort Lauderdale, Florida - Did not issue credit that was promised.

Placed an order for 2 items on 12/29/10, a surcharge of 4.99 per item came up. I went on Sears chat and asked what it was for, they didn't know, but said they would credited it back to me. I said ok and placed the order. I called Sears on 01/07/11 because I had not received the credit and was told the credit was issued on 12/30/10 and they would check into it and send me an e-mail, which never happened. Today, 01/10/11 after being on hold a total of 64 minutes, being disconnected and talking to 6 different Sears people I was told that the Surcharge is mandated by the State of Florida and there is nothing they can do. I ordered a rock in a plastic bottle that you add liquid fire starter too, to start a fire. As big of a company that Sears is and they can't figure out how to stand by what they told me before I even placed the order and credit my account 9.98. Well, I was not a big Sears/K-Mart fan before and now never again will I shop at either one.
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Review
#215724 Review #215724 is a subjective opinion of poster.
Loss
$9

Sears in Trenton, New Jersey - Dishwasher repalcemant

i bought a kenmore dishwasher that was originally 1349.99 on sale for 929.99. it turned out to be a lemon. they won't replace the dishwasher with one of equal quality, one with the same features, unless i pay the difference between the sale price i paid and the current retail price of a new dishwasher. how is that fair. i don't want an upgrade, i only want one that is comparable to what i have. how fair is that? why should i have to put out any more money. they should stand behind their products and replace what was purchased.
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#215246 Review #215246 is a subjective opinion of poster.
Loss
$1349

Sears in Worcester, Massachusetts - Mgrs. don't care or return calls

I purchased a snow blower and it broke within 5 minutes. My wife and I had to finish shoveling the 18" snowfall by hand. Lot's of fun when your 62! It took a week to get a service tech to the hse and he found the problem to be a broken bolt installed at the factory. I'm sitting here as it snows yet again, looking at the repair parts that came and I'm told it will be another week to get someone here to fix it. I have talked to 3 mgrs. at the Danbury store, and I'm still waiting for them to call me back as promised and now left a message for the New England regional mgr this morning and still no return call from him either. I just finished shoveling for the second time today. They could care less about getting out here and fixing it. There motto should be "We make the sale and then forget about you". Run....don't walk away from Sears if you need an appliance or power equiptment. It's well worth paying a few extra dollars somewhere else and having peace of mind in knowing someone will actually try to give you customer service as it should be.
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Review
#215234 Review #215234 is a subjective opinion of poster.
Service
Sears Repair