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6 weeks ago my 52" Visio TV went out. It took 3 weeks to get a "technician" out who had to order a part. 1 week later the part arrived but I had to wait 2 more weeks to get the "technician" to come back. After calling yesterday to confirm the appointment I am told he...
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1 comment
Anonymous
#192457

Dear Wes Rayon,

I'm Scott and I work within Sears Cares Escalations at corporate. I came across your post here and wanted to reach out to you. I definitely understand the frustration behind your TV repair rescheduling. I know how difficult it can be to get time off work & rearrange your schedule for such things; we do value your time and I'm sorry this reschedule & delay has occurred. We'd like to assist you. 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 TV was purchased under and we will call you at your convenience. In addition, include your screen name (Wes Rayon) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

Review
#196957 Review #196957 is a subjective opinion of poster.

Sears in Toronto, Ontario - Wished i had read this before purchase - poor service

I have purchased several Sears appliances. A recently purchased dishwasher quite working 6 months after purchase. The others are right they dont care and you do not have control over the repair. I waited 3 weeks to even hear from the repair service. Now they cant book an appointment for a week. Too busy. Sears isnt even interested in the service person who can come tommorrow and fix the dishwasher. They have got me captive and i still don't have a working dishwasher. Why would anyone buy appliances at Sears. I certainly hope that my other appliances dont break down with the obvious obselence that this dishwasher has if they can tell what part it needs without ever sending anyone out. It is all about saving money and not offering the warranty service.
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1 comment
Anonymous
#186214

I say we need to sue these jerks.

I have the same problem, but now, months into the Repair game, I get a migraine on my appointment day because I know i"ve set aside my time and business and they are not coming. They are screwing me out of my working time, money, peace of mind and now my health. I want them to pay.

Review
#196658 Review #196658 is a subjective opinion of poster.
Service
Sears Repair
Loss
$500

Sears Do Not Care

We purchased a Carrier Ac unit with Sears With an extended service plan, the unit broke on the seconday day after installation, Sears came out 3 days later to fix it, it broke 7 mor times after that ( within 18 months) now it is broken again for 5 days, Sears comes out after 5 days of no Ac, and tell us that the part would be here in 2 days, today we got a call saying that the part would only come in on the 8th of October, yes, no mistake here, October only, they offered me $ 150.00 discount on their $500 portable Ac until then, this is Florida, my home is at 89 degrees at night, what kind of scums are running this company? I will install a new unit, pay $4,000 outbid my pocket and take these *** to court, do not ever deal with Sears or Carrier, they are an organized crime, robbing people ad getting away with it. The people running this company will go to *** after this life time!
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Review
#196580 Review #196580 is a subjective opinion of poster.
Service
Sears Installation

Sears in Rockford, Illinois - Kenmore Elite washing machine

Have a Kenmore Elite washing machine .It has been for home repair for over four weeks now and now I have to wait another ten days.And then that can be canceled if the tech runs out of time which they won't even call to tell you have to wait and if they don't show up you have to call and get it a new appointment Repair guy out three times already. Said it was fixed still doing same thing. Plus had new parts here that they didn't even use.That I had to pay for. NO MORE SEARS FOR ME !!Paid $1000.00 for this machine. Sears you have gone down the tubes ..
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2 comments
Liu997
#680974

Wow, I'll make sure that I never buy Sears/Kenmore products again. I always thought Kenmore was a reputable brand!

Anonymous
#185978

My dryer quit working after 6 months and the technician said he wouldn't come to my house unless I agreed to pay $400 for repair.

Its still under warranty - Sears won't honor the warranty and I can't even get anyone on the phone to talk to about it except their 'technicians' who say the problem with the machine is not covered under the warranty.

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Review
#196098 Review #196098 is a subjective opinion of poster.
Service
Sears Repair
In late February 2008 I purchased a Craftsman riding mower, Model 917. 287242. In August of 2009, I had an issue with it: it would not start. The starter had literally fallen apart! Of course I called Sears Home hotline; the first question out of the...
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2 comments
Anonymous
#708624

Sears does "NOT" care, "Scott" or whatever your name is.

I have a 2011 Craftsman riding mower. It spontaneously blew the drive shaft.

Your "Blue Team" guy came out, did basically nothing, and the pronounced that the "crankshaft" had blown because we had hit something with the blades. Oh and the warranty won't cover it as a result. Now, I have done my homework. I have consulted other mechanics, including Briggs and Stratton repairmen.

They say EVEN if the blades had been encumbered by something, the belt on the mower deck would have broken first. And if that hadn't broken, the flywheel pin would have broken (that's why it's there). There is NOTHING that would have blown the DRIVE shaft (it wasn't the crankshaft), and even Briggs and Stratton HQ said this should be covered by your warranty (unfortunatly B&S have a "deal" with Craftsman where the engine is also covered by Craftsman, not by them). So don't give me this *** about Sears "caring," they will use whatever line of nonsense they can to weasel out of their warranty.

I WILL NEVER DEAL WITH CRAFTSMAN AND SEARS AGAIN, and I URGE everyone to do the same. A warranty with Sears is a broken promise.

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Review
#196024 Review #196024 is a subjective opinion of poster.
i bought a whirlpool dryer from sears and after 19 months it wont turn anymore. the year warranty is up and even though it broke prematurely i cant have it fixed for free like it should be. i think extended warranties are are a ripe off and its away they don't have...
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1 comment
Anonymous
#192442

Dear Bob6900,

My name is Scott, and I'm with Sears Cares Escalations. I'm so sorry to hear your Whirlpool dryer failed so soon. It definitely is not normal for a dryer to fail so soon and I absolutely understand the frustration and stress this would cause. We'd like to assist you resolving this matter. 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 dryer was purchased under and we will call you at your convenience. In addition, include your screen name (Bob6900) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

Review
#195557 Review #195557 is a subjective opinion of poster.

Sears in Traverse City, Michigan - Poor customer service

I was scheduled for a repair of my air conditioner between 1p and 5p on August 24th. I waited for the repairman and when he did not arrive by 4:45, I contacted sears. The person I spoke to stated the truck broke down and they would be unable to come back to my home until September 11th. I was not notified that truck broke down until I had called them. I spoke with someone at the corporate office, who basically made excuses and I remained unable to make a closer appointment. I was already upset with sears as I had a problem with them previously I will describe below. I only called sears to repair my air conditioner because it is a Kenmore. Approx 1 month previously I had problems with my washing machine. I contacted a local appliance repairman who stated based on my description of problem it would cost more to repair than to buy a new one. I picked out a washing machine at sears and scheduled delivery. The night before the delivery, my fiance' who has experience working on washing machines looked at it, and we thought problem was due to metal piece in motor. I contacted sears and left a message on touchtone that I did not need washer. Literally 15 minutes later my fiance found another problem and stated needed replaced. I called sears back and they stated they could not deliver because their computer system rescheduled the drivers route and it could be changed. They could not reschedule delivery for two weeks. (Long time without a washing machine). I spoke with many people and was yelled at and hung up on. I cannot say how many people I spoke with that were rude to me. Two people stated they would call me back and never did. I asked to speak with corporate and was transferred to Traverse City store. (Could not have been an accident as local is the opposite of Corporate). In the end I bought a washer from best buy with easy delivery and I spoke with people instead of a machine. I will need to buy a lawn mower and probably an air conditioner this fall and will not buy from Sears again.
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1 comment
Anonymous
#188262

We were told what time repair man would be by to fix our brand new fridge, that they would call that morning and if we didn't answer they wouldn't come. They did not call nor did they come.

We have several working phones, call waiting and voicemail. They did not come. Calling only got a msg saying we were scheduled for that day and the time window. When they didn't show we called again.

They made another apt and cancled that the day of. Then made another one. Were due between 12-4. 5:15 They call and say the guy is runing late but can come by 5:30 we can't make that and will call back as we are literally walking out the door.

Told we can't get another apt till 3 days later! We should be on top of list at this point.

We asked for refund and they are supposed to come take fridge away today. We are sick of Sears!

Review
#195528 Review #195528 is a subjective opinion of poster.

Sears in Mechanicsburg, Pennsylvania - Sear Warranty Service is the worst

We called for warranty service for an elite refrigerator and were given an appointment 2 weeks later. Two days before the appointment we were rescheduled for another week later! Who can wait three weeks for a refrigerator repair?? We contacted the complaint dept and were essentially told to beat it. This is a high end piece of equipment and we have had trouble from day one. The refrigerator is junk and the service is also. We have owned may Sears appliances over the past 30 years but will never purchase anything from Sears ever again. Anyone who purchases Sears products Beware! What they tell you in the store is not what happens when you have the product in your home.
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3 comments
Anonymous
#301983

On our third try today to get our treadmill fixed. This is the peak of incompetency.

We waited ALL day the last two times. Today we were scheduled 8-12. No calls no nothing as usual. I called in and they said they may be able to make it by 5:00PM.

We cant afford to take any more days off so I guess we will have to find a different solution. I STRONGLY recomend you pass on this non service they offer.

They cashed the check quickly but then dont show up. We are done with Sears and their affiliates, it has gone so far down hill it is not worth the agravation.

Anonymous
#192428

Dear Disappointed 2,

Allow me to first apologize for responding so late to your post here. I'm sorry to hear about your disappointing experience with Sears delivery. Please understand that automation is designed to make customer's experiences easier, not more difficult. Nevertheless, nothing replaces basic human compassion and understanding; I understand completely. I'm Scott with Sears Cares Escalations. If you still require any assistance with resolving this matter, please email my office at searscares@searshc.com at your convenience. Be sure to please include your phone number and the screen name you used to post on this site (Disappointed 2).

Thank you,

Scott J.

Sears Cares

Anonymous
#180081

I was scheduled for a repair of my air conditioner between 1p and 5p on August 24th. I waited for the repairman and when he did not arrive by 4:45, I contacted sears.

The person I spoke to stated the truck broke down and they would be unable to come back to my home until September 11th. I was not notified that truck broke down until I had called them. I spoke with someone at the corporate office, who basically made excuses and I remained unable to make a closer appointment. I was already upset with sears as I had a problem with them previously I will describe below.

I only called sears to repair my air conditioner because it is a Kenmore.

Approx 1 month previously I had problems with my washing machine. I contacted a local appliance repairman who stated based on my description of problem it would cost more to repair than to buy a new one. I picked out a washing machine at sears and scheduled delivery.

The night before the delivery, my fiance' who has experience working on washing machines looked at it, and we thought problem was due to metal piece in motor. I contacted sears and left a message on touchtone that I did not need washer. Literally 15 minutes later my fiance found another problem and stated needed replaced. I called sears back and they stated they could not deliver because their computer system rescheduled the drivers route and it could be changed.

They could not reschedule delivery for two weeks. (Long time without a washing machine). I spoke with many people and was yelled at and hung up on. I cannot say how many people I spoke with that were rude to me.

Two people stated they would call me back and never did. I asked to speak with corporate and was transferred to Traverse City store. (Could not have been an accident as local is the opposite of Corporate).

In the end I bought a washer from best buy with easy delivery and I spoke with people instead of a machine. I will need to buy a lawn mower and probably an air conditioner this fall and will not buy from Sears again.

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Review
#195348 Review #195348 is a subjective opinion of poster.
Service
Sears Repair

Sears does not stand behind their appliances

I bought a refrigerator from Sears. It froze everything in the frig. I called them 5 times to come and fix it, mind you it was brand new. The 6th time I called and demanded a replacement. They said no. They said "if I read the contract for their service agreement then I would know that they don't replace, they only fix." The problem was never fixed. I ended up taking a head of cabbage into the store and bounced it on the salesman"s desk. He laughed and said he wished there was something he could do to help.Lesson learned. I've told anyone who will listen about the "Sears Policy" and now I'm telling you folks here. I will never step foot into a Sears store again!!!!
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1 comment
Anonymous
#192435

Dear Ahleeda,

Please accept my apology for he tardy response to your post here. I'm Scott with Sears Cares Escalations. I'm so sorry to hear your refrigerator required so much service and caused you so much stress and inconvenience. Although it is true that certain Sears warranties do only provision for repair & not replacement, it is definitely unacceptable for an item to require so much service in short period of time. We'd like to look into this issue and offer you assistance. 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 refrigerator was purchased under and we will call you at your convenience. In addition, include your screen name (Ahleeda) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

Review
#195333 Review #195333 is a subjective opinion of poster.

Sears home service sucks

we have all sears kenmore products in our house washer,dryer,fridge,watersoftner,dishwasher,when our dryer and watersoftner broke we called the service center,couldnt understand the lady on the other end,she had no idea what she was talking about,when we finally got that straitened out it took 2.5 weeks to get someone out here,they finally showed up,the service tech checked out the dryer,5min later he says the door switch is shot,guess wat no parts on the truck,he checks out the softner,10min later he knows wats wrong,guess wat ,no parts on the truck,cant fix either one,tells me he has to order parts,now i have to pay him 425 dollars before he leaves,and wait another 3 weeks for him to come back,wat a joke,im so done buying anything from sears
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Review
#194842 Review #194842 is a subjective opinion of poster.
Loss
$425