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Sears in Toronto, Ontario - New Kenmore range dead. 5 months withouth oven

We bought a new set of kitchen appliances from Sears on June 7, 2009. The oven worked for 2 weeks and then went dead. Three visits by Sears repairmen have served no useful purpose: Each one ordered a part that does not solve the problem. Each time they forgot us, and it was necessary to waste hours on the phone being transfer from a useless "customer representative" to another to get another repairman to show up and repeat the going through the motions pantomime. We have been without an oven for almost half a year now. Sears servicemen also damaged our kitchen counter during the installation, and promised someone would come to repair it. Five months and many, many calls later no one has come. We have written to the CEO to let him know what kind of company he is running, to no avail. Customers are Sears laughing stocks. The EO and his henchmen y must be having a blast someone still buys from them.
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Review
#163294 Review #163294 is a subjective opinion of poster.
Loss
$1500

Sears and Kenmore get a big F on my report card!!!!!

Bought a washer/dryer pair on black friday which was to be delivered the next day. Got it delivered only to find that my brand new out the box KENMORE dryer doesn't work. Sears rescheduled it to be delivered Sun November 28th 2009 which they didn't deliver do to a "warehouse" issue went ahead a resheduled for Tues. December 1st 2009. Got a call Sun night from the automated machine saying i'm scheduled for monday from 1-3:30 "press 2 if you need to reschedule" Finally get a hold of someone and was told i would have to wait until FRIDAY, FRIDAY!!!!! Can you believe that. Kept arguing on the phone a was reassured that if i was home by six i could recieve it on monday. Monday morning comes around and i get a call from one of their drivers saying "by six o'clock I'll be at home with my family". Got on the phone with customer solutions once again and was told I would FOR SURE have it on Tues Dec 1st. Well here we are its Tues December 1st and no Dryer do to a "Warehouse" problem once again.
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#163260 Review #163260 is a subjective opinion of poster.

Sears Customer Service is Horrible!

I had an issue with my refrigerator that needed a new drip pan. I called customer service to have them fix it. The woman didn't tell me that a part was needed. The technician that she ordered didn't even show up and called 2 hours past the window timeframe. Another technician was scheduled to come out. He did and then said he wasn't told anything about the problem. He said he'd have to order one. Another technician was scheduled to come out and when he arrived today asked where the part was. NO ONE told me that a part was coming to my house. I've wasted 3 days waiting for Sears and they didn't even bother to tell me what the policy was. When I called the complaint department they couldn't care less about the situation. I talked to a man named Angel, who kept interrupting me and saying there wasn't anything they could do. Didn't even apologize for the way things were handled. All he said was I'm sorry that you have had this experience, there is nothing I can do about it. They lost a customer! I will NEVER buy from Sears!
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Review
#163240 Review #163240 is a subjective opinion of poster.
Loss
$500

Sears in East Stroudsburg, Pennsylvania - Failure to Deliver

Here is an almost-exact copy of the email I sent Sears. It tells my story, and will hopefully help some of you make informed decisions about purchasing from Sears in the future. To Whom it May Concern, I Purchased an Electric Range from the Stroudsburg Sears Store on 11/15 for 476.99. After accessories, taxes, and delivery the total was 595.69. My experience in the store was wonderful; the associate Bill was able to help me quickly and efficiently. However, this is where the good ends. Unfortunately, it would take 10 days for this range to be in stock and delivered to my house. Annoying, but acceptable. This would make the anticipated delivery date 11/25, the day before Thanksgiving. As I was purchasing this range as a surprise for my mother (our current stove is an old Kenmore that has begun to break down, how ironic) I knew that I would need this range no later than 11/25. I was assured by Bill that it would be there, and while he could not guarantee a time, he assumed that it would be in the morning due to our close (45 min) proximity to they distribution center. 9 days later, 11/24- I get the call confirming my delivery time. 3-5 pm. I'm less than thrilled, as we need to begin cooking midday on the 25th. I ask to speak with an associate who tells me that they cannot change delivery times (Really, way to inconvenience your customers), but offers to leave a msg for the delivery team and assures me that it will be there. Morning, 11/25- I begin calling Sears home delivery to see if my delivery time has been switched. No luck. I am told that I am stop 15 of 18. Wonderful. The drivers are on stop 4. I have a long day ahead of me. 3pm, 11/25- My third or 4th call that day to Home delivery. Every time I have been told that they drivers are on stop 4. How long can one stop take? I finally find out that the truck has broken down. I call back 5 minutes later to see if I get the same story from someone else. I don't. 5 Minutes later I call again, same truck breaking down story, but now they've added a spin where my my items are getting on another truck and will be delivered to me by the reported time. 5pm. I'm holding my breath. 5pm, 11/25- I call again. At this point I've memorized the number so it really is no bother. (Side-note- Why am I calling about an Item I purchased in Pennsylvania, being delivered in Pennsylvania, and I am outsourced to Asia somewhere? Idiocy) Anywho, I am now informed that due to traffic my items will be arriving at 9pm. Yay. At this point I have had my 2nd of several mini meltdowns and have made the associates aware that the situation is completely unacceptable. They are apologetic, but ineffective. I want my range. 9pm, 11/25- Was the truck kidnapped by aliens? Have the workers staged a coup and made off with all of the appliances? Exciting though those possibilities may be, my range is still not here. I call again, to no avail. My new estimated delivery time is 11pm. Sounds odd. I did not know Sears delivered so late. (PS. The associates have REFUSED to give me Sears' delivery center's direct line, so that I can get this information myself. They insist on calling for me. You guys must get a great rate on Asia-US international calls). Another meltdown. I need a drink. Trying to go out to the bar, but oh wait, I have to wait around for this supposed delivery at 11 pm. I pace for 2 hours. 11:02 pm, 11/25- I call Home Delivery and demand to speak to a supervisor. He kindly agrees to the ridiculousness of the situation. He also informs me that Sears does NOT deliver past 9pm. Oh, lovely. I was just lied to for the past two hours. I could have been out having that drink. Darn. Despite apologizing for my now slightly ruined Thanksgiving (You ever try cooking a meal for 10 in a finicky stove and 3 working burners? fun.) the supervisor cannot help me. Perhaps I would like my delivery on Sunday? Sure, why not. Doesn't defeat the purpose at all. At this point I am on my way to the bar anyway. I acquiesce. He informs me that my range will be delivered on Sunday. Great. At least something worked out-I finally got that drink. Sunday, 11/29- Comes and goes. No call, no stove. No nothing. Lies. At this point I am questioning the integrity of people as a whole. What is truth? 10 AM, Monday, 11/30- I call my local Sears store to cancel my order and get my money back. They inform me that- wait for it- I have to call Home Delivery to do that. YAY my favorite people EVER. I call Home Delivery. I cancel my order (which is not without drama of it's own let me tell you- Newsflash-school your employees on how return procedures work. It ain't rocket science). I find that I will (maybe, hopefully) be getting my money back in the form of check and credit to the card(because I paid with 2 forms of payment). I am in peace now that this situation is over. Now you know my story, here are my complaints. 1- I purchase something in a STORE, I expected to be assisted by employees in that store, not Bangladesh. 2- "I don't know" is better than lying. 3- "I don't know" should never even be said! If employees are properly trained, they should know, or they should know enough to find someone who does. There is NO reason I should have been lied to and given the run around the number of times that I was. 4- I spent $600 dollars in your store. When purchasing a large ticket item, I expect to be treated as a valued customer. I am, in fact, doing you a favor. As a highly respected and influential member of my community, I am in a position to inform many people of the terrible ordeal that I went through. I doubt that Sears would want to be cast in that negative light, especially in such a slow economy and with the Christmas season right around the corner. This situation is highly unfortunate and unacceptable. I have been turned off to Sears and do not intend on purchasing anything there in the future- ESPECIALLY large ticket items, and I fully intend to advise my friends, family, partners, colleagues, babysitter, neighbor, bus driver, grocery checkout girl, former track coach, etc. to follow suit. Sadly, I still need a range. I went to Sears not because the price was the lowest (although that did help) but because of the superior reputation of customer service. Ironic, right? After this experience I will take my money elsewhere. I am more than willing to spend hundreds more to actually receive the items that I was promised, and to be treated with respect as a customer. And I can guarantee you that I will recommend to all of those around me to run (not walk), screaming, from Sears.
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Review
#163219 Review #163219 is a subjective opinion of poster.
Service
Sears Delivery Service

Poor service from sears

In Sept 2009 I purchased a lawn mower from Sears Canada. The first time I used the thing the cable that engages the front wheels to make it self propelled broke. I went back to Sears to have it repaired and they told me to take it to a local small engine repair shop that did their maintenance work.These people told me to contact Sears maintenance dept. After about 45 minutes on hold I spoke to a representative who advised me to go back to this repair shop and have the part ordered,which I did.That was on Nov 1st.As of Nov 30th I still have not received the part and I have been getting the run around ever since. I am very disappointed in Sears and vow never to shop there again.
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1 comment
Anonymous
#97322

I hear you! My LG washer I purchased from Sears along with their repair service has been broken for almost a year.

I can't tell you the run around I have experienced! Several diagnostic calls, no shows, wrong part, parts missing from the service truck and only discovered missing at my door, parts missing from their boxes and only discovered missing once in my house, parts in box but wires broken, and of course the ball gets dropped after every goof up. They have never once followed up. I have had to initiate contact every time and they never call me back.

I hate them!

I should just buy a new washer somewhere else, but it really burns me that they are getting away with this. What happened to we will get you a new unit if it can't be repaired?

Review
#163135 Review #163135 is a subjective opinion of poster.
Service
Sears Repair

Sears Floor Jack is Junk

Several years ago I purchased a 3-1/2 ton full size floor jack from Sears. On taking it home, it wouldn't lift my wife's Toyota Rav4. I took it back right away and they exchanged it for a new one. I have used the new one only 10-15 times and now it won't lift my Toyota Tacoma Pickup or my wife's Acura MDX. Since the jack is out of warranty I called Sears' repair center in Providence, RI for a repair quote and they told me that as a policy, they don't repair floor jacks. Expecting a little more help than that, I asked the service rep "So I paid $100 for this jack and now I have to throw it away?" She replied "I guess so." I am not happy with this product or the support (or lack thereof) on the part of Sears. Anyone who looks at this jack in my garage can plainly see that it is nearly brand new. I appreciate the fact that the unit is out of warranty, but refusal to service their own product is reason enough never to buy another one from them.
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4 comments
Anonymous
#740488

This is what americans get for buying that foreign made ***. Someone gave me a 3 1/2 ton floor jack so I called sears about a seal kit and they said it is no longer available.

I went online and sites have them but for a few seals $55 , really, it's going to the scrap yard. If we keep buying foreign, where will our children work.

Anonymous
#229247

they r junk like the china stuff, throw it out i guess and buy another junk product

Anonymous
#90865

Sears/Craftsman jacks are garbage. It used to be you could get repair kits, replace a few seals, add hydraulic fluid and you'd be good for some years.

Now everything is disposable and can't be repaired. Throw it out.

Anonymous
#90620

Unfortunately floor jacks are considered a hand tool that comes with a lifetime warranty.

The only I can suugest is make sure there is enough fluid and the screw is tightening correctly on the hydraulic chamber.

Sometimes it pays to pump the jack up down a few times to circulate the fluid and get a good seal.

I would find out who made the jack for Sears and contact the manufacturer directly.

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#163087 Review #163087 is a subjective opinion of poster.

Sears: miserable customer service/repair

6+ visits to repair our dishwasher, each time unsuccessful. The technician usually arrives late (after we wait a week+ for an appointment, spends time taking things apart, and then leaves without fixing the problem. This leads to countless hours on the phone, being shifted from one dept to the next, and all they offer is another appointment. Last week, the technician replacement the entire control system. He left, saying that everything was working, but it failed within 5 minutes of his leaving. By now, the dishwasher has been taken apart, major parts replaced, and it doesn't work. This morning, a new technician arrived and left the machine running with no water. This could have resulted in an engine overheating and a fire. We're supposed to be entitled to a replacement after 4 visits, but they make this very difficult.
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#162993 Review #162993 is a subjective opinion of poster.
Service
Sears Repair

Sears *** off their Customers!

I went into the Sears Store in the Silver City Galleria in Taunton MA.There was a display at the end of the aisle with Guitar Hero 5. The signs were posted that indicated the product was on sale for $49.99 until 12 Noon. I took the item from the shelf and went to purchase it.It took the sales person 10 minutes to find the keys so he could remove the security tag. It took him a few minutes to find a register that he could use. When it scanned the item it came up at regular price 99.99. I asked why it did no come up at the sales price. He did no know and then walked with my wife and I to the display. The signs were removed and he made a comment to another sales person that he did no see the signs but that the customer says it was on sale. The other sales person responded that Guitar Hero 5 never goes on sale and never at that price. I walked out pissed. I did not appreciate them accusing me of lying. I took a picture of the display before and after with my camera phone. I went home and called the Sear National Customer Service line. I spoke with Judy and she made up a *** excuse that did no make sense. She did not offer to honor the price and did nothing to help. Sears has gone down hill since KMART took over. They have become junky and *** and overpriced like KMART. Walmart and Target have won my business. I will never buy another thing from Sears and am thinking of returning the Playstation 3 that I purchased there. Sears ***!
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Review
#162970 Review #162970 is a subjective opinion of poster.

Sears Get Your Act Together

I am writing to complain about the poor performance of Sears customer service department and how Sears is sending out technicians to repair appliances without being trained on the specific models. On Nov. 24/09 at 5:40 p.m. a service technician came by to tighten a lose control *** on the Bosch 30inch Convection Range - stainless steel HEI7052C/05 bought on July 25/09. The technician had a great deal of problems trying to remove the *** he did not know how to remove it, then he started to remove one screw after the other, he took the screw driver and started to pry the *** off at about 10 - 15 places each pry damaged the *** more. He also nicked the paint off on the underside of display unit. The end result is a damaged control *** a display unit that does not work the way it did before the technician arrived and a spring that I found on the floor after the technician ran off which belongs to the control unit/display unit. I am very disappointed on this turn out, and lost hours of work to be there. I had to hire an alternative Bosch repair service company. The issue with customer service is the fact that I wanted to complain about the technicians poor performance and could not. I was told the customer service manager would phone me, however when I phoned on Nov. 25/09 12:00 p.m. I was told that there was no record that the manager would phone me and that my compliant was not recorded even though I could hear all this typing in the back ground. This is very bad service.
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3 comments
Anonymous
#90321

I would try the local BBB for starters. In most states you have to have a license to perform repair services so check with local government as well.

A technician who does not let the tool do the work or has to use brute force is a poor or untrained technician. Training IS Sears responibility.

You might want to think about contact the local consumer reporters in print or tv as well. You should be compensated for your trouble and Sears needs to reprimanded for poor and ignorant customer service.

Anonymous
#90189

I was shopping at the Silver City Galleria in Taunton MA. I went into the Sears Store and saw on an end cap with signs posted that until noon Guitar Hero 5 was on sale for 49.99. I then went to pay for the item.

It took the sales person 10 minutes to find the keys to remove the security tag. After he removed the ag and found a register to ring up the sale the item came up 99.99. I asked why it did not come up at the sales price. He said he did not know and when I brought him to the end cap the signs were removed. It was not even 11. He made a comment to another sales person that he did not see the signs himself but that the customer stated there were signs. The sales person said that it never goes on sale and that there was nothing he could do.

I called the national complaint line and spoke with Judy. She read a statement to me that corporate was going to inactivate the sales prices at 11 and that was the reason why i did not come up at the sales price. She did no offer to do anything for me. I will never buy another thing from Sears nor KMART. Sears has become junky like KMART and the stores are just as dirty and dingey as KMART stores.

Walmart and Target have won my business.

Anonymous
#749777
@John Saulenas

K-mart BOUGHT Sears. They essentially are K-Mart.

Would any of YOU buy an appliance from K-Mart? I think we all know better now.Make Lampert see the companies when they do not pay his mortgage in Florida.

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#162914 Review #162914 is a subjective opinion of poster.
Service
Sears Repair

Sears in Washington, District Of Columbia - Loss of customer

I have been a sears customer for over 40 years ,sears was as much a part of family as my childern, But from this day on i will never spend another doller at sears, and i will disswade every one that i can from doinging busness with sears,When Sears took care of their own credit card there was never a problem, The current third party credit card adminastrater in my opion has done sears mor harm than good and i do not that sears intended for this company to produce loss of customers. I do not beleive that sears cares about any of these complaints
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#162904 Review #162904 is a subjective opinion of poster.