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Hot Water heater doesn't work and Sears is giving me the run around

Have a Gas Hot Water Heater under a Sears extended warranty agreement. I have had 5 visits in the past 7 months and it still doesn't work! I have to plug and unplug it for up to a 1/2 hour to get it to work. Last Tech said he can't fix it but Sears says it is still trying to decide whether it should be replaced under their Lemon Policy!(5 visits in 6 months would have met their criteria). Everyone is very apologetic that I am having this problem and they always have one more 800 number I should try. In the meantime I am taking cold showers. This is definitely my last Sears appliance.
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2 comments
Anonymous
#131545

Replacement Hot water heater has now been installed by Sears. Appreciate Sears responding promptly to my complaint.

Anonymous
#131279

Dear TonyS,

We are sorry to read about the service you have received from Sears at this time. We can only imagine the frustration this has caused you and your family. We want you to know we are here for assistance and would appreciate the opportunity to speak to you. My name is David and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can assist you with resolving this issue. Please provide us a contact number and the phone number the water heater was purchased under and we will call you at your convenience. In addition, please reference to this posting so we can refer to your case.

Thank you,

David V.

Senior Case Manager

Sears Cares

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Review
#177355 Review #177355 is a subjective opinion of poster.

Sears in Canton, Texas - NEVER SHOWED UP

On March 30th 2010 we had a confirmed afternoon appt. for Sears service on our new Kenmore refrigerator, which was made one month in advance. I'd taken the time off from work. This was our second attempt to fix the same problem. At 12:00 pm I called just to make sure they were coming between 1-5PM as scheduled. Appt was confirmed. At 5:00 pm I called again to find out why no one showed, I was told they were still coming. At 7:00 PM I called again and was told they still were coming. I stopped waiting by 9:00 PM. There was no call to me to explain why this had happen that night or the next day. On March 31st evening my husband called Sears spoke to Glenn, explained the situation, he requested to speak with a supervisor which he did speak with Neligh to no avail. My husband requested to speak with his supervisor. He was placed on hold for 15 minutes and then disconnected. Shame on Sears for being RUDE, INCONSIDERATE, and INCOMPETENT.
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Review
#177186 Review #177186 is a subjective opinion of poster.

Sears would rather loose over $3,000.00 than deliver in

I purchased over $3,000.00 at a sears outlet store in Houston,this peoplewould rather loose this money, than deliver to a black neighhood before 6:00 pm.My money spend all over houston, i cancelled the delivery because i waited a week to have my appliances deliverd on a Friday morning, plus we pay for the delivery, sears is already in financial trouble, but they let idiots lead to cancellation of high priced appliances.i asked for a supervisor and was told , the supervisor is going to agree withme. i asked for a regional manager costumer service, he had no clue who that could be.
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Review
#177027 Review #177027 is a subjective opinion of poster.
Service
Sears Delivery Service

SEARS – worst service ever!

The quality of service from SEARS has deteriorated dramatically over the last year or so. I believe I have never had such bad service from any company in the USA. I have a service contract with them, and I try to get my Heat Pump unit fixed – sold a few years ago by SEARS – since January! They could not figure out what is wrong with the unit on the first visit, and the consecutive visits they canceled and rescheduled already FIVE TIMES! Their technician told me confidentially that they laid off everyone in the region except him, and since he has no clue how to fix the unit they keep cancelling and rescheduling the service call. So my advice to everyone – STAY AWAY FROM SEARS.
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Review
#176797 Review #176797 is a subjective opinion of poster.

Sears Customer Service Is Dead

We purchased a matching Aspen Green Whirlpool Washer & Dryer February 2009 from our local Sears Store. Exactly one year later the trim ring around the dryer door was falling off and it can not be replaced as Whirlpool no longer manufactures the Aspen green Color machines or parts. According to the Warranty we purchased we were entitled to a replacement. Unfortunately it now must be a different color from the initial set. Which means I no longer have a matching set. This to many phone calls and much arguing to get this accomplished. So we now have a replacement machine scheduled to be delivered Saturday Feb 27, 2010. The delivery window was 9am - 11 am. The drivers arrived 40 minutes early. I was in the process of feeding my young children breakfast when they arrived. When the drivers arrived the machines were stacked and they unstacked them and removed the old dryer and brought int he new dryer. They then realized they did not have a staking kit. So they put us on the phone with one of their people who told us it was our fault we did not order the stacking kit and when we get it they will be back. My husband told the women he would get it that day and she agreed that they would return the next day to finish the installation. We asked what time and we were told to wait until between 6 pm and 9pm for a call giving us a delivery time. The call never came. I woke early the next day and proceeded to place a call to see when they would be there. to make a very long story short it took 1 hour 20 minutes 7 different people, being disconnected once to be told that they could not be out until 5 days later. I told every last person that 5 days was unacceptable. Finally the last person I spoke with told me that she sees in her computer that we are scheduled for a visit on Sunday and I asked for a specific time as she was the first person to mention this. She placed us on hold and came back to tell us she was mistaken and they could not get someone out until the following Day - Monday. Obviously better than five days but not what I was Promised and it was only again after being disconnected and on the phone for 1 hour and 20 minutes total. Throughout this entire ordeal my husband and I have repeatedly told every representative we have spoken with that we are in the process of purchasing a home theater system to include TV, surround sound and video game and that it will not be purchased from Sears. Each person gave us the same sorry to hear that response and not a single one was sincere or offered to fix the problem in order to keep a Sears Customer. Moral of the story. Stop shopping at the big conglomerates and shop the local man he needs and appreciates the customers.
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3 comments
Anonymous
#199613

Let me just say that ultimately we now have a matching washer and dryer. Throughout this entire ordeal, we had frustration after frustration.

WE did make a call to Shayne in the above post and he was able to get us a replacement washer so that both the washer and dryer matched. Problem is I had to make a post on this website to make that happen. All those minutes on the phone with the numerous people and none of them could fix the problem. Funny thing is that Sears actually replaced a washer and dryer that worked all because they could not replace the plastic trim ring on a washer that worked.

Perhaps I should rephrase my comment "customer service is dead" and say "common sense is dead" Seriously, not one person could get permission to change out both trim rings so my machines would match. I actually offered that as a solution to my problem. Change both trim rind\gs to chrome instead of the aspen green and all will be OK. Not one person could get that done.

No instead Sears replaces to perfectly good machines. Yes I shall make the title change now "COMMON SENSE IS DEAD".

Anonymous
#753958
@arinck

I don't believe a word of any of this.

Anonymous
#128699

Dear Arinck:

My name is Shayne W. and I am part of the Sears Cares escalations team. We would like to apologize for the problems that you encountered with your washer and dryer set that you purchased in 2009 as well as the problems that you encountered when we delivered your new units. We do value you as a Sears customer and would like to the chance to look into this for you and get your feed back as well. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this for you. In the email, please provide a contact phone number and the number that the washer and dryer were purchased under (if it is different from the contact number) and we will call you directly. Also, please provide the screen names (Arinck) used to post here for reference to the issue.

Thank you,

Shayne W.

Senior Case Manager

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Review
#176677 Review #176677 is a subjective opinion of poster.
Loss
$1800

Sears, stand by calypso washer

I bought a Calyso Washer and dryer in 2/21/03 from Sears outlet and got insurance. Smart move. Since that time I have had them here to repair the washer at least ten times. The motor has been replace twice,the clutch once, and well over $800.oo repair to this machine. And now I have a brand new sheet caught in the tub.I have had them here to remove a coin from the pump(which empties the water)a few times.Which i consider a flaw.I sure the whole country has never left stuff in their pocket.Lesson learned I will not buy from Sears again.Their product,service and customer service all have something to be desired.
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Review
#176671 Review #176671 is a subjective opinion of poster.
Service
Sears Repair
We've been embroiled in a 2 month odyssey to obtain a simple $100 refund from a Sears online purchase. They never shipped the order, but charged our card within 2 days. Although they acknowledged it wasn't shipped, they refused to cancel our order or refund our...
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14 comments
Anonymous
#444804

I was told to use the same Rep. She has called when we were out and left a message.

I have returned the call 4 time and left a message when I would be home no call it has been 2 days. Does Sears really care?

I think not. :grin

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Review
#176462 Review #176462 is a subjective opinion of poster.
Loss
$100
With Official Company Response

Sears in Gloucester City, New Jersey - HQ Customer service and Service

On 3-15 we received a new GE side by side frig/freezer. The delivery guys were early and great. Very clean and quick. I arrived home 4 hrs later to find the ice cubes turning to water, By 10pm the meat was thawing and the stuff in the frig was warming up. We did not have any place to store the food. By morning the food was going bad. My wife, having taken a second day off from work as a nurse manager started calling Sears customer service who informed us that we had to contact service at 8am. After several calls and different people who had trouble speaking ENGLISH finally got a woman on the phone who was rude, crude and talked down to my wife and informed her that the food loss was her fault for using the frig before 24hrs of running and that she had to wait another day for some one to come out to inspect the frig. I got on the phone from work and asked for a supervisor who apologized but refused to make anything happen before Wednesday. I contact Sears HQ service and got the same run around. In other words customers do not come first, the almighty dollar does. In the meantime my wife contacted the store manager where we bought the frig, he located another new frig and promised to have the replacement at the house the next day, which happened right on time. DO NOT EVER USE SEARS MAIN OFFICE FOR HELP!!!!!
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6 comments
SearsCares
Sears Response
#140094

Wigman,

Thank you for giving us the opportunity to assist with your complaint, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please don’t hesitate to reach out to the SearsCares team at searscares@searshc.com.

Thank you,

Brian J.

Senior Case Manager

Sears Cares

WIGMAN
#128950

To be fair.

I did hear from SEARCARES office yesterday. The womans name was Tammy and she was fantastic.

She listened and responded to the situation.

I can honestly say that she saved Sears from losing a good customer and a full fmily of Sears dedicated customers. My only regret is that I had to come here to complain to get some type of satisfation and solution to my problem.

WIGMAN
#128443

Still no response from Sears after the initial response. Wonder if the response was for me or just the readers that pass through here.

Anonymous
#128226

I SENT YOU AN EMAIL ABOUT AN HOUR AND A HALF AGO ADDRESSED TO SHAYNE. PLEASE CHECK YOUR EMAIL. I SENT YOU MY CELL PHONE #

WIGMAN
#128180

Still waiting for for the gift certificate as reimbursement for the lost food. Hopefully it is on its way.

Anonymous
#127678

Dear WIGMAN,

We are sorry to hear that you had a bad experience with your new refrigerator that you had delivered along with the poor service when you tried to schedule service. Here at Sears we do value you as a customer and would like the chance to speak to you about what you experienced. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the number that the refrigerator was purchased under and we will call you at your convenience. In addition, include your screen name (WIGMAN) in the email so we can reference to your case.

Thank you,

Shayne W.

Senior Case Manager

Sears Cares

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Review
#176162 Review #176162 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears Canada Parts prices

I broke a part on my new Craftsman Sliding Compound Mitre saw. It was probably my fault so warranty or quality of the saw isn't the issue here. The issue is that the part costs $26.99 in the US and Sears Canada wants $70.99 for it. Even worse, you can't order the part from the States even to be shipped to a US address if your address or credit card billing address is in Canada. All correspondence from Sears has so far only generated the usual retorical BS. Sears sure isn't what it used to be.
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Review
#176051 Review #176051 is a subjective opinion of poster.

Sears...plainly put...they suck!

Purchased new appliances from Sears in Oct 2009 for my new home; biggest mistake of my life! Now March and Kenmore Range has malfunctioned. The troubleshooting tech told me that it was an electrical malfunction/monopoly and would require on site service. The earliest available date is 7 days from today which is unacceptable to me when this is causing a potential fire hazard. I've spoke with atleast 15 people and noone is willing to escalate the repair. I've located company authorized to perform warranty work, 15 miles from home and Sears will not authorized the work request!
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Review
#176047 Review #176047 is a subjective opinion of poster.
Service
Sears Repair