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Sears sells defective products and the employees are worse

I purchased two heaters and they were defective. Apparently, I saved 2 dollars on each so therefore I could not return them after ten days despite the fact that they didn't work. No refund,no credit, no exchange, no offer to repair. I was treated abusively by the first female employee and then waited 30 minutes for her to get the manager. After all that waiting no manager came. She brought a larger male who was an inch away from man-handling my elderly mother and myself. The last thing I witnessed was her saying she was taking a new bike off the floor and she walked out of the store with it.she was laughing as we left with the 2 defective heaters and she left with a free bike.
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#197145 Review #197145 is a subjective opinion of poster.
Service
Sears Manager

Sears is the worst repair policy in the world!!

Sears refused and said no one available to repair my Kenmore side by side refrigerator on 9/3/11. I called the 800 customer service number, I think China picked up, no one availabel for repair. I called the Myrtle Beach, SC store, and the same, no one available until next week. Could this be that bad, YES it is. How do you keep food cold until next week?? I was not even give another repair person to use. Quality control I guess. I hope to never buy another product from Sears because they can not stand behind ther own products for repair. I am going to share my horror story about Sears to everyone that will listen. Do not buy from Sears!!!! thomas Leonard Myrlte Beach, SC
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2 comments
Anonymous
#192463

Dear Wizfinish@aol.com,

I recently came across your post here and wanted to offer help. I'm Scott and I'm with Sears Cares Escalations within corporate. I'm sorry to hear your refrigerator is giving you some trouble and you were dissatisfied with the repair timeframe given to you. Naturally, we'd love to service all our customers sooner rather than later, however manpower & geographic restrictions can prevent that. Nevertheless, 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 fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Wizfinish@aol.com) in the email so we can reference to your case.

Thank you,

Scott J.

Sears Cares

Anonymous
#188853

I think what you are missing is the details and specifics of your situation. If you are going to betch then at least be accurate. I am betting they gave you a date that was a week out and you didn't like it. Then you said you didn't like it and it was ridiculous and they let you know that that was the best they could do right? Welcome to the fact that you aren't the most important person in the entire world.

You are complaining about availability of technicians. This is a completely separate issue from their "repair policy" or any of their service agreements. It sucks that they couldn't fix it the first time (depending on the problem and maybe you kept messing with it so it would break), but they can only schedule so many people under warranty. You don't have to pay for the service call or the parts. Still you complain.

A week is not really that long to go. You didn't say your refrigerator wasn't cooling. Maybe it wasn't cool enough for you?

What was wrong with the refrigerator? When the problem persists after the initial tech visit then you have to schedule behind others that called in before you. So, say you have a tech service call on 9/3. It works fine for a couple of days and then the problem comes up again: when you call on 9/5 there will be others scheduled before you because they called on 9/4 etc. Its a first come first serve scheduling. If a date fills up then that's it until the next availability.

You keep food cold by getting the cheap little coolers or a big cooler (like you would take out camping or to a football game) and fill it with ice. Put your food in it. You only have to replace the bag of ice (which is what, a dollar?) for about 7 days. Yeah, its an inconvenience, but its not the end of the world. You could also pony up for another repair service. Yeah, you don't want to fork over the money. Why do that when you can *** & moan about a waiting a week?

It has nothing to do with Sears being able to "stand behind their product" it has to do with all these people believing that they are the center of the universe. Sears supports its product very well considering the sheer volume of service calls, maintenance checks, & other concerns they have going on. You are not the only one who had a broken refrigerator that needed service.

There are 8 (count them)...8 routing centers that serve the entire US. Why don't they hire more techs? Because then it would cost the customer more money!

Listen, it sucks that you had to go a week without your frig, but there are a lot of different companies that don't even come close to the service that sears provides. It may not be perfect, but they do work very hard to help customers.

Its hard to do when they are constantly in a losing battle against people who think that the world owes them EVERYTHING.

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#197011 Review #197011 is a subjective opinion of poster.
Sears does not care about people just care about there bottom line. They just disregard people who cared about them for years and helped make a great customer base. It is sad that corporate america does not care about the little people which is how our country was...
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7 comments
Anonymous
#278983

Sears is cheaper than alot of places. I went to lowes expecting a better price bet ended back at sears.

They have lost customer focus though. They spend hundreds of thousands of dollars figuring out why they are loosing customers. Then spend so much time trying to get new customers, I really feel they are not long for this world.

The Kmart buy out was the worst thing for sears. I will miss them since I work there, but have to say I hate my job and how we treat our customers.

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#196998 Review #196998 is a subjective opinion of poster.
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 review 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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#196580 Review #196580 is a subjective opinion of poster.
Service
Sears Installation

Sears review 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
Letty
#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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#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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#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 review 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.