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Sears in Dallas, Texas - Mad as ***

I purchased a washer dryer from Sears. It is still under warranty. When I finally got a repair person here, he didn't know whether the problem was a pump or a clogged drain hose. I have my units stacked and he did not want to pull them out to look. He said the parts would take 3-5 days to arrive. So, I called customer solutions who booked me for the following week and just told me to call if the parts did not arrive. Well the pump came, but the hose did not. I called on my scheduled day of service and low and behold, I was not on the schedule. They told me they could not come out and do half a job since the hose did not come. I told them I would go buy a hose, but nooooo, they have to wait for their part? IT's a freakin hose! I was told their is nobody above customer solutions and she hung up on me because I was so angry. I will never buy from Sears again.
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1 comment
Anonymous
#207587

Dear Beyond mad,

I'm so sorry to hear about your drain & pump problem with your washer. I know being without a washer is frustrating and down right inconvenient. I'm sure the problems with the parts arriving and appointment scheduling only made things worse. When we service items, Sears always strives to exceed your expectations; we've clearly let you down. I'm Scott with the Sears Social Media Support Team; we'd 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 the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Beyond mad) in the email so we can reference to your case.

Thank You,

Scott J.

Sears Social Media Support

Review
#204695 Review #204695 is a subjective opinion of poster.
Service
Sears Repair
Loss
$700

Sears Sucks!!!!

Do not buy any appliances from Sears, Customer Service sucks!!!! Ordered a refrigerator and microwave over the phone...Sears messed up my order 4 times...first time put order on AMEX, Sears called and said card didnt go thru so I gave them MasterCard #...turns out both credit cards got charged for $500.00 each when the origional total was only for $472.95 they added items onto order!!!!!!! Took 3 hours to fix!!!!! Also the people that work at Sears do not know how to spell, gave them my email address LITERALLY 10 times and they still didnt get it right!!! This place SUUUUUCCCKKKS!!!
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Review
#204672 Review #204672 is a subjective opinion of poster.
Loss
$500

Big US biz like Sears have gone south and almost no chance.

Wrong delivery, wait again, new delivery - delivery guy Jose had hard time communicating and was lost. 3-hr window delivery, tortured with calls from lost delivery guy and no delivery was made. 800 # is manned by outsourced staff who were trained to apologize million times - sweet!- but we just need the delivery we already paid for! Where is big US businesses [especially] Sears going? Who is funding the losing Sears business? Do they really feel like they are winning with their impenetrable bad service??? No wonder they provide financing for 12 mos with no interest... and maybe get help from govt when they fail. The US business system - e.g., Sears - has resembled a '3rd world country' system. You need luck, to be willing to be at the mercy of delivery guys, and to swear 'never to buy at Sears again'!
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4 comments
Anonymous
#205237

There stock dropped $ 3.00 a share today

Anonymous
#205033

Dear Lk102710,

I'm Scott with the Sears Social Media Support Team. I'm so sorry to hear of your frustration and disappointment with Sears delivery. I know how frustrating it must be to have to wait first for something you've purchased to arrive, but then even more frustrating when it is unnecessarily delayed. Sears has always stood for the highest levels or product quality and customer service; clearly in this instance we have let you down. We'd 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 the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Lk102710) in the email so we can reference to your case.

Thank you,

Scott J.

Social Media Support Team

Anonymous
#204819

Life is to short to deal with Sears/Kmart/A+E Fatory service.They cause you to loss your temper,have high blood pressure/feel bad about people the way they treat you after they get your money.And there so called home improvement company such as air and heat replacement, siding for the home,kitchen remodels,gutter replacement they job them out to local contractors to do.Thats why there price is so high, there the middle man.Why not call the local person to start with.You will have the home town personal experience insteaad of the third world run around. The investors in there stock is the person looking at there realestate holding were the stores are. When they shut down they can be rented out as office space.

Anonymous
#204781

Sears sucks. I feel bad for the old timers who still trust the name and get robbed blind by them.

Especially their auto dept. and the Home HVAC installation service. I have never once been to Sears for an auto related issue that did not cost at least DOUBLE the price of everywhere else.

I had them come for an estimate for a new furnace and central air unit and they wanted $11,000 for what all of the competitiors would do for less than $5,000 and they wanted to give me a much lower end unit!!!

Skip Sears. IT SUCKS!!!!

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Review
#204511 Review #204511 is a subjective opinion of poster.
Service
Sears Delivery Service
Have a 42" Plasma TV purchased from Sears with a Master Protection Agreement. After picture went out, I contacted Sears and a service tech responded (great tech and a gentlemen. He suspected the picture tube was "gone" but had to try ordering some other part first. ...
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5 comments
Anonymous
#226300

To Mr. Shawn S.,

My name is Dianne and I'm part of the Sears Social Media Support Team. I found your post here and I'm truly concerned by what I have read here. Sears has always stood for the highest levels of quality and service; I know we have deeply disappointed you. We certainly don’t want our customers frustrated. 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 (Shawn S) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

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Review
#204510 Review #204510 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears broke my service appt

I have a Master Service Protection Agreement with Sears on a Kenmore refrigerator that I really wished I had not purchased. Anyway, the lever that dispenses water is broken and I need to have it replaced. I contacted Sears over three weeks ago and made the appointment to have it repaired. They cancelled the appointment this am because the technician never made it in to work today. Nice. They said the service manager called the home number to let us know but we never got the message. Meanwhile all day long my husband was held prisoner waiting for Sears all day to fix the refrigerator. I called the home repair number when I got home from work only to learn that they needed to reschedule. Will they show up though who knows. I will never again purchase anything from Sears. I guess the CEO sure doesn't. It just so happens that my Master Protection Agreement is going to be expires the day after this second appt is scheduled. I will let everyone know of my experiences with Sears.
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Review
#204373 Review #204373 is a subjective opinion of poster.

Anna Sui at Sears, Richmond, B.C

Due to the attraction of the bonus gift, I bought something in Anna Sui at Sears, downtown Vancouver. Later I decided that I don't want the stuff anymore so I decided to return them. Since I live in Richmond, I decided to return them at Sears at Richmond Centre. However, the girl was not willing to do the return for me, she was saying excuses like, "returns are only accepted after the bonus gift period", and asked me which location that I bought the cosmetics. Later she made up another excuse, stating that I HAVE TO return to the location that I bought the cosmetics. I was looking at the store policy and it DOESN'T state that I have to do returns on location where I make the original purchase. The salesperson at Sears Richmond Centre LIED to me about the policy and GAVE ME ATTITUDES.
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1 comment
Anonymous
#204383

My name is Korrina and I work for the Sears Cares Escalations Team. We came across your posting and wanted to reach out and help.

We understand you are frustrated with Sears and apologize for the service you have received at our Richmond Store. I understand you were not able to return a product. We would appreciate the opportunity to speak to you regarding this situation. At your convenience please contact my office via email at smsupport@searshc.com so that we can further discuss your concerns.

Please provide us a contact number and we will call you at your convenience. We hope to hear from you soon.

Review
#204199 Review #204199 is a subjective opinion of poster.
Loss
$100

Sears , worst customer service!!!!

I purchased a dryer Sep 09 whirpool dryer, since then it would run without heating 3 times, last time was after the 1 year, each time I would request service I would wait 1 week for someone to come and fix it, when I called customer service third time they transferred me to resolution center, gentlemen answered and told me to have technician write a report and call us,since i am out of the manufacturer warrantee Sears would reimburseme with $500 that I can use to buy a new one, technician came wrote a report that dryer is defective, burns fuses for unkoun reason. When I called resolution center, " Grace denied my request, insisted that it is not under warantee anymore, when explained to her that I am just doing what the person I talked to before asking me to do she still refsed to listen, I told her that since you are not providing me with any solution I told her I will just take the dryer to Sears and tell them that you sold me a defective machine, Grace answered that I will call the Police and say that " you are making a terrorist threat". Grace only said that due to my middle eastern accent, I felt terrible, not only Sears has the worst customer service, they lie to customers, when I am asking for my right, I am accused of making terrorist threats, shame on you!!!!
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3 comments
Anonymous
#220934

Purchased a Gazebo assembled 60 days ago returned 3 days before the customer satisfaction guarantee ended December 11, 2010 and Sears refuses to provide store credit or refund on Gazebo that bent in 20 mph winds. Have purchased 4 mowers, 2 refrigerators and washer and dryer over the years.

Won't be in the future.

The edger and mower that was gonna buy will be going elsewhere. Good bye Sears.

Anonymous
#205041

Dear Cooldds,

Please accept my apology for my tardy response to your post here; I just came across it. I'm terribly sorry for the frustration and inconvenience you've endured with your Whirlpool dryer. I know it's especially irritating considering your dryer failed after just a year. I'm also concerned and very sorry for the treatment you received over the phone by one of our customer care agents. Sears has always stood for the highest quality products and customer service and in this case, we've clearly let you down. I'm Scott with the Sears Social Media Support Team; we'd 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 the phone number the dryer was purchased under and we will call you at your convenience. In addition, include your screen name (Cooldds) in the email so we can reference to your case.

Thank you,

Scott J.

Social Media Support Team

Anonymous
#203297

Your right about Sears/Kmart/ A+E Factory customer service, most of are paid minimum wage and have very little training if any at all. Sears sold you the dryer, the warrantee was out. Your complaint should be with the manuafactuer Whilpool not Sears.Email Whirpool with your complaint and if they dont help you take it to your states attorney Generals office with a complaint against whirpool.

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Review
#203871 Review #203871 is a subjective opinion of poster.

Sears - Garage Door Opener -- installed a faulty unit, and bounced us for 3 weeks on replacement

We purchased a garage door plus installation from Sears in Milwaukee 2 weeks before my mom's surgery. The unit opened on its own, and Sears sent out two older site people who gave us different stories about why it didn't work. The installer himself said it was the control panel, and they needed to exchange the unit. The exchange was arranged, for a week later, and then the installation date passed with no action... On our last 1/2 to 1 hour phone call to the misnamed "Customer Solutions" line, we learned that we were supposed to pick up the unit ourselves from the loading dock and arrange for the installer to return. At this point we demanded our money back. We were credited for the unit, but Sears kept the money we'd paid for installation and delivery. All very logical, I guess. But I will never order a service-related item from Sears again, and certainly, after reviewing this website, no major appliance.
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1 comment
JonJet76
#250433

Dispute the installation and delivery charges with your credit card company. They shouldn't have charged you since it was their fault. Don't let them push around customers!

Review
#203833 Review #203833 is a subjective opinion of poster.
Service
Sears Installation

Sears service or exchange

When Sears sells a customer an appliance and if for some reason there is discoloration due to self clean oven on the top of stove they will not replace the stove even after just a few months it is considered cosmetic. It occurs when you use self clean, they know this is an issue, and you are forced to live with this ugly abuse looking appliance. The manufacturer knows this is an issue as well but doesn't change the design or material. I believe that the venting on the stove is not correct and should be changed. Here is a tip, if you find that Sears tech's will not tell you it is a design flaw and Sears won't change then have your local fire department come in and assess the unit and if they deem it a fire hazard, you have a case for any good lawyer or ground to have it exchanged.
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Review
#203805 Review #203805 is a subjective opinion of poster.
In 2007 I bought a Sears Craftsman Power Washer, along with a 3 year warranty. I used it a total of 3 times, once each in 2007, 2008 and 2009 to do a yearly power wash of my house. When I tried to use it this year, it would not work at all.Of course, warranty has...
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1 comment
Anonymous
#205049

Dear Tired of incompetence,

I'm Scott and I'm with the Sears Social Media Support Team. I found your post here recently and would like to offer assistance. I'm sorry for the tardy response. I know how frustrated and disappointed you must be after your power washer failed after such a short period of time and light use, I would be myself. We'd 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 the phone number the power washer was purchased under and we will call you at your convenience. In addition, include your screen name (Tired of incompetence) in the email so we can reference to your case.

Thank you,

Scott J.

Social Media Support Team

Review
#203697 Review #203697 is a subjective opinion of poster.
Loss
$300