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Sears is the worst!!

I scheduled an appointment with a rep over the phone a week ago to repair our broker dryer which is still covered under the warranty. We took time off from work and confirmed with them 3 times to make sure that someone would definitely be here. Then, we got a call at 2:10 the day of my appt saying no one will be coming and the next available appt is 2 days later. We have kids which means a lot of dirty clothes to wash. The weather is so humid that nothing gets dried by just hanging in the laundry room. I was irate and asked to speak to a supervisor who in turn told me there was nothing she could do for me besides rescheduling another appointment which she can't promise that someone will come out on the rescheduling date. We bought tens of thousands of dollars of appliances from Sears over the years, and this is just a terrible way to handle a business and its customers. We will never buy anything from sears ever again. And I will make sure that such terrible business practice are to be known by all my relatives, friends, coworkers, and anyone I get in contact with.
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2 comments
Anonymous
#196492

I have had nothing but trouble with my Calypso washer from Sears.

Probably the most frustrating situation is their lack of concern for their consumers. My washing machine broke down yet again (still covered under extended warranty); the first appt I scheduled between 10am-2pm- despite numerous phone calls, a call after 5pm let me know "due to higher than normal volume" they would not make it out that day.

I was able to reschedule a week later between 8AM-12N and they came at 1pm. Parts needed to be ordered and this 2nd visit I scheduled between 8 am and 12N and they came at 4pm.

They could not give me the name of a manager to complain to, just a # for their executive offices in Illinois. I will not buy from SEARS again OR purchase any extended warranties on their products.

Anonymous
#195852

Same thing happened to me today!!! And they were supposed to call my cell phone because I work 1/2 hour away - come to find out they called my house phone.

So much for service. My dryer is 3 yrs old and this is my 5th service call on it!

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Review
#200756 Review #200756 is a subjective opinion of poster.
Service
Sears Repair

Sears in Toronto, Ontario - Poor service rude service and broken products

I ordered a table and waited for it's delivery and when it arrived it was broken and to top it off I had rude delivery service and they were late. I phoned customer service and complained and asked for a new table to be delivered since the one I received was broken. The person I then spoke to was rude and unsympathetic. I was then told I would have to wait for another 3 weeks for another table. So I was also charged again for another table. The next table was defective when I finally put it together. Therefore I could not use this table either. I then called Customer service again to tell them to take the table away since It was no good This table arrived with problems also. All together I now have been charged for actuallt 4 tables. I am not to impressed since I now have to wait for 7 to 10 business days to be credited for this. This is absolutely absurd and disgusting. I DONot recommend buying form Sears.
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Review
#200614 Review #200614 is a subjective opinion of poster.
Service
Sears Delivery Service
Loss
$1785

Sears in San Mateo, California - Poor product and customer service

We purchased a dishwasher from Sears 1.5 years ago so it isn't that old. Already the pump has broken and has to be replaced. Fortunately we bought the extended warranty on it. I phoned a week ago to set up a repair. It was set for yesterday between 10-2. We waited around all day for them. Well they never showed up, not a single phone call to inform us they weren't coming, and now we have to wait another week for the next appointment. I phoned numerous times yesterday and was told each time that someone was coming. As for contacting customer service, they could care less. I would not recommend buying any appliances from Sears based on this experience alone.
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2 comments
kuiperssm
#195809

Update

Despite customer service telling me that I wouldn't be able to speak with corporate customer relations (Blue Ribbon) on the phone, I did speak with them. The person was pleasant and arranged to have a technician come out right away rather than having to wait another week.

The technician came today. He was very nice and professional. He will be replacing the pump on our dishwasher.

However, while the technician was here I asked him if the water dispenser on the refrigerator we purchased at the same time should be dispensing water so slowly. He told me that it shouldn't and that there is probably something wrong with it. So now we have to start from square one with the refrigerator. Unfortunately, I am not sure it will be covered under a warranty so we may be paying for this one.

Neither of these appliances were bottom of the line appliances. We paid good money for them and I would expect quality. Not only do I expect quality but poor customer service is unacceptable. It's bad enough that both of the appliances we purchased from them don't work properly but to have to deal with customer service that could care less is insulting. So unless you can speak with Blue Ribbon which isn't easy because customer service will tell you they only except complaints by mail, expect poor service.

I think it is clear that Sears does not expect quality products manufactured or quality customer service. I still wouldn't recommend purchasing appliances from Sears based on quality and customer service needs serious improvements.

Anonymous
#195343

Dear Kuiperssm,

I'm terribly sorry to hear about the pump failure on your Kenmore dishwasher. It's definitely not normal for a pump to last that relatively short period of time. I'd also like to apologize for the no call/no show of your repair department; our repair routing office dropped the ball and that is not acceptable. Sears has always strived to achieve the highest levels of customer service; we've fallen short of that in this case. I'm Scott with Sears Cares Escalations. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (Kuiperssm) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

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#200521 Review #200521 is a subjective opinion of poster.

Sears in Reston, Virginia - Refused to refund money for part we bought that was recalled

we purchased a Sears Oasis washing machine 4/07...we had a problem with the main control board almost right away.Sears replaced it...it was fine for a while then we started having alot of problems...started by itself,wouldnt run through a cycle...buzzers went off constantly..my wife called to tell them about the problem and was told the washing machine was out of warranty and we needed to buy it ourselves..we did and installed it...did not help...then we found out on line that the part was under recall...we have been trying to get our money back from sears but they have given us excuse after excuse..the last was we need to call the manufacturer even though we purchased part through Sears....will never buy anything ever again at Sears..they sell *** and wont deal with problems honestly...when my wife called to order the part they didnt tell her about recall...
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Review
#200392 Review #200392 is a subjective opinion of poster.

I have a stove that does not have an anti-tip device that Sears will not repair without a serv chg.

I bough a Kenmore stove 4 years ago. Within a few months, the top of the stove burned underneath the glass and cannot be cleaned. I called about this, but no one came out. I wasn't persistent and forgot about it. Since then a screw fell out of the door, the whole thing feel off and broke. Also, the anti-tip device that was suppose to be attached at the time of delivery, has not been attached. I just found out about the anti-tip problem, which is very dangerous to children. I called the service dept. and they will not attach the device unless I pay a $129 service charge. They offered $50.00 off the charge, but since this is Sears' fault, I think the anti-tip device and door should be replaced free of charge. I know the warranty is out, but this stove is a hazard and should be reported to you and taken care of. I have been a good customer--so take care of me.
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2 comments
Anonymous
#201017

J. Scott I see your taking care of Sears/Kmart complaints and I see were you also took care and awnsered a A+E Factory service complaint that a customer had.Sears got you pulling double duty. Well thank you for being one employee who can take care of customers of Sears/Kmart and A+E Factory service.

Anonymous
#195342

Dear Jogul30,

My name is Scott and I'm with Sears Cares Escalations. I found your post here and wanted to offer assistance. I'm so sorry to hear about the problems you've had with your range. I definitely see the cause for alarm and frustration with the anti-tip malfunction. We'd like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition, include your screen name (Jogul30) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

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Review
#200357 Review #200357 is a subjective opinion of poster.
Service
Sears Repair

Sears our buyers BEST catalogue a rip off!

Sears has a new catalogue out " Sears our buyers best" catalogue dos not honour all the sales in its catalogue. I ordered 6 pairs of Dickies work pants regular price 39.99 on sale for 19.99 the person taking the order said the pants were not on sale. This catalogues start date is Sept.25 until June 17, 2011. In the catalogue on page 79 shows the pics and add 1/3 of the page I explained, his answer was that Sears made a mistake and these work pants should not have been in this catalogue, they are not on sale and only offered are at the regular price of $39.99. How can this be? Well I guess Big corperations once again can do what ever they want. Beware Consumers Sears not what you think they are.
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1 comment
Anonymous
#195010

Seriously, they should have either mailed out a flier or something stating that the price was incorrect but if they didn't, then they should honor the price.

Review
#200240 Review #200240 is a subjective opinion of poster.

Sears sells junk

In April 2007 we purchased a kenmore HE front loader from Sears. The retail price of this product was $750- about 3 years later the door latch code began to malfunction and gave us a "f29 code", meaning "door latch malfunction". with this code, we could not run cycles and the washer would just give a buzzing sound and would not run. All this occured about a month ago. Upon calling the sears service center, an appt. was scheduled for 2 weeks after the call (soonest sears appointment possible). At the time of the call, I let the technician know that the door latch appeared to be malfunctioning(according the the diagnostic code and manual). 2 weeks later the technician showed up at my door without the part, and said he would be back in 2 weeks (the soonest appt, again) and then charged me the $130- service fee in full and then also the $62 for the door latch. 2 weeks later another technician showed up and told me that the door latch was not the issue. Though he "was not sure of the problem", he wanted to order yet another part. This time costing $116. I insisted he called tech support to assist him with troubleshooting and told him I was disappointed with sears service as well as their appliances, at which point he became rude and mildly intimidating (as he slammed doors in and out of the house). When my husband got home,I felt more comfortable because the tech was kind of intimidating me at this point with his rude gestures. Again, 2 weeks passed (which was today) and the sears tech arrived to repair the "motherboard" of our front loader, this time with no positive outcome. He admitted he did not know what the problem was, but he "thought" it was the motor, which would again.... cost us something to the effect of $500-- we said no and he issued us a piece of paper which stated we would receive a refund for the motherboard, and that we could expect to receive it within 3-4 weeks. UMMMMM what? SO we were now out a 3 year old, gently usxed $750 washer....a $129 service fee which got us no answers to the problem, and now we had to wait a month for a refund? (we arent the rockafellars here) I called sears and asked for at the very least a refund of my 129- service fee-- even if given in form of a credit so that i could purchase a new washer... and was basically told that would not happen. and i also called another number to see if i could get a refund via bank card credit on the part we payed for and needed refunded.... again no answer. All I have to say is that if sears comes to your house and demands payment for services that they havent 100% supplied.....DO NOT PAY THEM!!! Also, do not buy products from sears.... they are ***. A 750$ washer that breaks within 3 years? ***!! All they offered was 10% off on a new sears product up to $100..... do they really think I will purchase anything from them again? Hardly....I plan to boycott sears and bring this issue to other peoples awareness whenever it is relevant. I will buy from local businesses in the future..... ones with customer service skills where their bottom line is customer satisfaction..... this you will certainly not find with sears!
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6 comments
Anonymous
#682965

I had been a loyal customer ,. 5 yrs ago II bought a stove that is rusting and has never been easy to light, and the self cleaning oven does not work.My three yo dish washer needs a new control panel as well as a washing machine that also needs a control panel,

No more Sears for me!!!!!!

Anonymous
#239050

I was a loyal customer of sears until today. I purchased one of their most expensive shop lights.

Of course it is made in china and does it work? NO it does not turn on and I have made my last visit to sears. What a sad state of affairs when one of our nations most respected retailers sells us garbage.

Shame on you W. Bruce Johnson for taking down an American institution!

Anonymous
#201416

i did follow up with sears, from the post below from "sears cares" and spoke with one of their dispute specialists. after speaking with her, it was settled that i would get my $129-- service fee back after explaining to them my experience.

but even then, she asked if i would be interested in having them send out a "senior technician" to diagnose and repair the problem. i said absolutely not.i did have to argue my side of the story.... but after being on the phone with sears at least 15 other times, i was well versed. she then also said that there was nothing she could do to refund the actual problem-- so i am out the $750 for the 3 year old he front loader.

we have purchased a maytag top loader since then from a reputable, local company. since then i have also shared my story with several people.... and am not too surprised to have heard several disgusting stories from other dissatisfied sears customers. i have come to terms with the fact that i purchased a $750 piece of *** from sears....

and i will admit that there are days i am tempted to fill it with cow dung and leave it near the front doors of the sears store i purchased it from.... but thats just a fantasy. I have saved for reality a better plan.... i will continue to boycott sears and advise others to do so....

i believe in todays economy that will add up... and the economy will punish sears through bankruptcy or falling stocks (one can dream, cant they?). either that, or their products and customer service will continue to deteriorate.

either of which, as a boycotter of their products, it will no longer effect me. lesson learned.

Anonymous
#200468

Very interesting. In a similar dispute. Did Sears finally back up their product and resolve it to your satisfaction?

Anonymous
#197341

you are all right sears products are junk,when i was little my grandma, and mother always bought sears kenmore products, they lasted 20 or more years, since it was bought out they sell things that break down right away,(scam i think). i bought a 800.00 above the stove microwave it stopped working after 4 years.(have a cheap one now and it is till working...just recently got a dehumidifer for a gift and it stoppped working after 3mo..the person who gave it to me lost the receipt and payed cash...he paid 179.00..now out of that. Junk, Junk, Junk....

Anonymous
#194617

To Sisyphus,

Hello Sisyphus my name is Marcus I am part of the Sears Cares Escalations team and I am very disturbed about what I have read concerning the hassle that you have been put through concerning your washer. There is no excuse why you have been put through this hassle for this extended amount of time on a washer that is only 3 years old. Our Technicians have been trained to use better judgment while repairing appliances, there should be documentation from each technician on what was rendered the day of service so that the next technician can know what to suggest. One the washer has had 4 or more parts or repairs on the unit, the next step should have been considered and that is providing you with a replacement washer. I am not saying this as a form of excuse, I am letting you know that Sears sincerely apologizes for what we have put you through concerning your washer, please allow Sears Cares Escalations Team to step in and bring an end to what has became a nightmare for you and your family. The Sears Cares Team is the single point of contact for escalated concerns for Sears, this means we step into a situation and handle it start to finish with one Case Manager as your point of contact. Sears does value your patronage and we don’t want this situation to hinder any future shopping’s at Sears. Please allow us to step in and bring closer to this so that you (and others) don’t have to be impacted by this any longer. Please contact my office at searscares@searshc.com with a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide your screen name (Sisyphus) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Marcus. C.

Senior Case Manager

Sears Cares

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Review
#199908 Review #199908 is a subjective opinion of poster.
Loss
$750

Sears giving the run around on repairing our in warranty washer

We bought a Whirlpool washer/dryer set from Sears April this year. The washer has already stopped working. I have talked to 4 or more people from Sears trying to schedule a repair. I've been told I would get a call 3 different times...never happened. Finally I am told they would be here today between 8 and noon. Did they show up? NO! Called and was told they had no record of the repair scheduled! So now I have to wait till next Wednesday and wonder if they even show up then! Not only that I was not given any kind of apology! Planned on purchasing a riding lawn mower from them next spring...not gonna happen!
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1 comment
Anonymous
#193750

Dear KateDavis77,

I wanted to reach out to offer help. My name is Scott and I'm with Sears Cares Escalations. I'm sorry to hear your washer has failed at that you've endured so many problems with our repair scheduling department. The no call/no show is unacceptable and I definitely understand your frustration. We'd like to help. At your convenience please contact my office via email at searscares@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 (KateDavis77) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

Review
#199873 Review #199873 is a subjective opinion of poster.
Service
Sears Repair
Loss
$600

Sears in Ocala, Florida - Junk is what sear's sell, 27hp.kohler engine on mower ***

Purchased a 27 HP kohler mower tractor and had it replaced once for tearing up spindles and belt and know less than 80hrs.on it and starter took a ***. Starter rebuilders state that starter is a problem on these engines due to guality of materials used for the gear on the starter. This machine is less than 2 yrs. old when it broke down. Kohler stinks and so does Sears for their poor customer service. A whopping $100 for the gear alone the starter over $200. Shame on you Kohler you will be another Company going down the line like Car manufacturers and banks. shame shame shame
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3 comments
Anonymous
#389644

Scott @ Sears care I am still waiting for the starter and lift motor, I spoke to some lady after making a complaint with the insurance commissioner at Sears over a year ago and she asked me to send bills which totaled approx.$360. I sent the bills and up till today I have received nothing. Obviously Sears was not willing to make good on this complaint.

Anonymous
#215701

I called twice and received no response back, the motor that lifts the deck up and down went bad and the starter also which already has been replaced. I know for a fact that this is a problem with these mowers, why is Sears so hesitant to make good on it? I do not think I will get a call back but the # is 863-228-2382

Anonymous
#193757

Dear Popo56,

I'm Scott; I'm with the Sears Cares Escalations team within corporate. I found your post here and wanted to reach out to you. I'm sorry to hear the starter on your mower has failed. Considering this isn't the first time you've encountered some trouble with your mower, I can understand why you're angered & frustrated. We'd like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the mower was purchased under and we will call you at your convenience. In addition, include your screen name (Popo56) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

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#199863 Review #199863 is a subjective opinion of poster.

Sears Service No Show

Like so many other customers, I took the day off work to meet the Sears repairman. After waiting 3-1/2 hours, a scheduler called to say he wouldn't make it and offered nothing other than "I'm sorry". Well, I'm sorry that sears will not get any more business from me. I recommend calling a reputable company who will keep its word. Sears used to be a good company and I bought appliances and lawn & garden equipment there and had the service policies. In the last few years (read KMart acquisition) the quality of products and services has plummeted. Find another retailer and let Sears go under unless it can make improvements.
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Review
#199853 Review #199853 is a subjective opinion of poster.
Service
Sears Repair