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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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Review
#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

They are blaming us not themselves(Sears and the Medic)

We spent $5,000 on Natuzzi leather furniture at Sears and the colour is coming off as well as the customer I just read about. They use a so called leather Medic as they call it to come out and inspect. He too wears leather. He blames the oils is our hands and the lotions we so call use as to why the colour is coming off. I said why do Bibles and saddles of 50 to 100 years old do not lose their colour? My furniture is not even a year old and we are so sorry....and guess what....no one will help us...they will take their money and have fun with it...HOW SAD.
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Review
#199748 Review #199748 is a subjective opinion of poster.

Sears in Deerfield, Illinois - No estimated delivery time

I purchased two large appliances from my local store, in Chicago. As it turns out, I have to upgrade my breaker box to accommodate the new appliances, so fine, I consulted an electrician. The electrician needs the appliances to be present to finish his work, but I can't schedule him to come in and work because Sears cannot tell me when they will deliver the appliances. They are telling me it will be on Monday, sometime after 8:00 am, but before 6:30 pm. I cannot reasonably expect a professional tradesman to just hang out at my home all day long waiting for this delivery. Sears response, I'm just out of luck. On Sunday, between 6:00 - 9:00 PM, the night before the delivery, they can give me a narrower window, but again, the electrician needs to schedule his clients and other projects and cannot just drop everything to accommodate me. A four hour window, that's all I'm asking for! Also, the service is questionable. I bought the appliances from a local store, and they will be delivered by a third party delivery service, that I assume is local as well, but I have to deal with call center employees in Texas to schedule or ask questions about the delivery. With all the competition and price matching available, I feel like I would be much better off purchasing the identical appliances from a local company. I mean, you never know, but it seems like I should be able to get more accurate information before a Sunday night at 9:00 pm, and I believe a local company would be able to do that for me. But then, Sears was offering 12 mos. no interest, which is hard for a smaller company to offer.
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Review
#199745 Review #199745 is a subjective opinion of poster.
Service
Sears Delivery Service

Don't buy Sears appliances or repair service

Long story short: Sears charged us up-front for refrigerator repair, arrived, said the problem was coldness setting, they left, same problem existed. My husband fixed the problem himself after researching on internet. I went through a long process to get our $130 for non-repair refunded. Bought a dishwasher from Sears and paid an additional $149 for installation. Installer damaged it while installing. Called the store and they told us the only way to handle was we had to buy a SECOND dishwasher, schedule another installation, they'd take back damaged dishwasher and credit us for the double-charge. It's been weeks, and we're still waiting for the credit for returned dishwasher. BOTTOM LINE - Sears has TERRIBLE customer service, and it's getting worse. Do yourself a big favor and don't buy appliances at Sears or use their repair service. We've had nothing but grief and will never buy there again.
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2 comments
sisyphus
#193878

i am curious as to how you got the repair service fee refunded. i just posted about my very poor sears experience, which involved 3 separate tech visits over the past 6 weeks for the same problem.

The end result was basically that they still were not sure of what was wrong with my high efficiency front loader. These techs each time had to call tech support for assistance....pointing out their obvious lack of technical skill! each time they came with different parts (which i was charged for).... none of which remedied the problem.....

The 3rd time they came, they "thought" it might be the motor-- a $500 part!!!! By this time we were fed up with their guesswork and lack of customer service. I did calls sears and asked for a refund on the service charge...since nothing was repaired!!! They have began a "dispute" with a case number for me but were very upfront in stating that they doubted I would get the fee refunded since someone did attempt to fix the issue.....

I am filing a complaint a better business bureau as well. Any pointers to what you went through would be appreciated!

thank you

Anonymous
#192885

To Nancy_ross10,

My name is Marcus and I am part of the Sears Cares Escalations team and I am very concerned about what I have read here concerning your experience with Sears Installation and the credit for the damaged dishwasher. Please allow us to bring resolve to this situation for you. I want you to know that Sears apologizes for the hassle that you have been put through trying to bring closer to this and we don’t want this problem to be the reason that we loose a loyal customer. We defiantly understand how big of an inconvenience this has caused you and your family we want you to know we defiantly value you as a Sears shopper and would like the opportunity to bring closer to what has taken place. Sears Cares is 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 as your point of contact. At your convenience, please contact our office at searscares@searshc.com so you (and others) don’t have to continue to be impacted by this any longer. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Nancy_ross10) 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
#199398 Review #199398 is a subjective opinion of poster.
Service
Sears Installation