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Sears in Seattle, Washington - Customer Solutions solves nothing

I purchased a Whirlpool Fridge from Sears in June. In August I called to report a really foul smelling odor coming from the Fridge and the Freezer. I was told to check for spoiled food (duh?)which I did. Then I cleaned everything out, washed it down with baking soda and water and let it sit empty overnight. The next morning it still smelled like something died inside. I called Sears again. The spend a good hour lecturing me about leaving the Fridge unplugged. At not time was the Fridge unplugged, at not time did I say I unplugged it. I got the lecture anyway. When the tech did come out - he opened the fridge, pronounced it well, spent 30 minutes on his computer and left. They did this same thing a few more times and fixed the ice maker once. I think all it takes to qualify as one of there techs is the ability to open the door and check if the light is working. At that rate I know a three year old who needs a job. After six months I finally called Whirlpool. I'll let you know how they do. But I will never buy an appliance from Sears again.
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3 comments
Anonymous
#476475

HAHAHAHAHA get over it.

Anonymous
#749772
@Renaldo

I hope that YOU have the same thing happen to your mother, Renaldo

See how you feel then.

Anonymous
#88375

Sears customer service sucks big time since you have to wait over an hour to talk to a rep over the phone. Never ever get sears again they are really bad.

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Review
#162287 Review #162287 is a subjective opinion of poster.
Loss
$1300
I purchased a $1,000 KENMORE (Kemore is actually made by Frigidaire actually so don't but that brand either because it's unreliable) refrigerator at SEARS just THREE yrs ago. The freezer quit freezing, I cleaned the condenser coils, had a tech come out etc. He...
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7 comments
Anonymous
#521546

I have a sears warranty on my kenmore.when it was leaking water the service people from sears came out and told me my house was not level. Tried getting them to fix the problem 3 different times,same story.

We called a repaire man (not from sears) and he unclogged the drain tube in 5 min.

Now we have a new problem, not getting cold. Sears came out 2 times so far still not getting cold.I will never buy anything from sears again!

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Review
#162195 Review #162195 is a subjective opinion of poster.
Loss
$1

Sears in Houston, Texas - Total Incompetence in Delivery and Service

Stephanie, Once again dealing with Sears is an exercise in futility. Sears called me several times to try and reschedule the appointment from a weekend day to a week day and each time I had to tell them that I could not have a weekday appointment. It never ceases to amaze me that in this day of automation and electronics, how a company can be told information time and time again and still not understand the situation. It is just another indication of the lack of caring and performance of Sears and of American industry in general. Further, on Thursday, November 12, 2009 Sears called me to confirm the appointment and I confirmed. Then on Friday, November 13, 2009, Sears called me again to confirm and I confirmed. I was at the location by 8:00 AM on Saturday, November 14, 2009 and waited for the technician to show or call first as has been indicated he would. By 10:00 AM I had heard nothing and I called Sears at 10:15 to re-confirm. I was told that the technician would be on his way after finishing a first call and would call me before coming. At 11:09 I received a call from Sears that the technician WOULD NOT BE COMING! That he had called in sick. So we not only have an organization whose right hand doesn't know what the left hand is doing and doesn't take notes as to the parameters surrounding a delivery, but whose employees are LIARS. Which employee is it? The one that told me that the technician would be on the way after a first call or the one that said that the technician had called in sick. Furthermore, if it is that the technician called in sick as the plausible reason, why did it take Sears until 11:09 to call me to reschedule? I had to drive a 150 mile round trip to be there for the appointment. I had better things to do than have Sears waste my valuable and precious time. I have been damaged at least to the extent of $50.00 for fuel and maintenance on my vehicle and by the waste of approximately 8 hours of my time. (1 hour preparation, packing and unpacking to travel to and from Galveston, 3.0 hours travel time round trip and 4.0 hours waiting for the technician. As you know, my time is charged at $350.00 per hour for patent litigation work. This was a Saturday and I frequently work on Saturday. How will Sears compensate for this fiasco? How will Sears reschedule, since Sears cannot be trusted to keep an appointment how can I with any confidence reschedule? Should I just get the tractor worked on by an independent contractor and forward the bill to Sears for payment? Let me know ASAP how Sears will attempt to rectify the situation. Regards, E. Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Wednesday, October 28, 2009 2:50 PM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, I have the tractor scheduled for someone to look at on 11/14. Thank you, Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Wed 10/28/2009 3:54 PM To: blueribbonservice Subject: RE: GREINER-Confidential November 13 is a Friday. The weekend of the 14th and 15th will be fine. Edwin Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Wednesday, October 28, 2009 2:06 PM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, I checked this for you and do not show availability on those dates, I do show the following weekend is available , 11-13 & 11-14. Would one of these days work. Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Wed 10/28/2009 3:02 PM To: blueribbonservice Subject: RE: GREINER-Confidential Stephanie, November 7 & 8 are good for me. -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Wednesday, October 28, 2009 1:32 PM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, When would be a good time for you ? Thanks, Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Wed 10/28/2009 12:11 PM To: blueribbonservice Subject: RE: GREINER-Confidential My cell number, which is the only number I have is 409-457- . Once again, I am available at the service address on the weekends. This weekend is problematic because it is Halloween. Regards, Edwin Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Wednesday, October 28, 2009 9:09 AM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, Can you please provide me with your home telephone # so that I may locate your file and set this up? Thanks, Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Tue 10/27/2009 11:52 AM To: blueribbonservice Subject: RE: GREINER-Confidential Stephanie, I have had the tractor for two weeks now and have been able to cut my grass. However, it is apparent that the mower deck was not properly set up. I have it on the highest setting (#7) and the deck still drags the ground. I have also had difficulty with the drive belt jumping the pulleys. Can I have someone to properly set the deck up? Regards, Edwin Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Monday, October 12, 2009 8:31 AM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, Did you receive the tractor? Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Thu 10/8/2009 1:37 PM To: blueribbonservice Cc: 'Edwin Greiner' Subject: RE: GREINER-Confidential Stephanie, Thank you! I accept delivery on the basis as outlined in your below email dated October 8, 2009 at 12:13 pm. I will await delivery to xxx Luis Pass Road, Galveston, Texas 77554, as before, on Sunday, October 11, 2009. As usual, I should be receiving a phone call from the delivery service to confirm delivery on the evening after 6:00 pm on Saturday, October 10, 2009. Regards, Edwin Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Thursday, October 08, 2009 12:13 PM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, The earliest I could schedule delivery is the 11th. Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Wed 10/7/2009 4:52 PM To: blueribbonservice Subject: RE: GREINER-Confidential Stephanie, Thank you! Upon reply can you please confirm the amounts charged, etc. along with the delivery date? Edwin Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Wednesday, October 07, 2009 2:22 PM To: Edwin Greiner Subject: RE: GREINER-Confidential Mr. Greiner, I am off on Tuesdays and received your e-mail this morning. I have sent the information to the processing team and am just waiting for this to be processed, I did request a delivery date of 10/10. I will update you as soon as I see this has been processed. Thank you, Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com ________________________________ From: Edwin Greiner Sent: Wed 10/7/2009 2:44 PM To: blueribbonservice Subject: RE: GREINER-Confidential Stephanie, 2nd attempt! Did you get my email below? Edwin Greiner -----Original Message----- From: Edwin Greiner Sent: Tuesday, October 06, 2009 4:56 PM To: 'blueribbonservice' Subject: GREINER-Confidential Importance: High Stephanie, Please have the tractor delivered as early as possible on Saturday, October 10, 2009 or if not possible then as early as possible on Sunday, October 11, 2009. Let me know your questions. Regards, Edwin Greiner -----Original Message----- From: blueribbonservice [mailto:blueribbonservice@searshc.com] Sent: Thursday, September 24, 2009 10:08 AM To: Edwin Greiner Subject: RE: Attn: Stephanie - GREINER Mr. Greiner, Yes, I do agree with the calculations. Thank you, Stephanie Blue Ribbon Solutions Sears Holdings Corporation High Point, NC 27263 9:00 a.m. to 6:00 p.m. EST blueribbonservice@searshc.com
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Review
#162082 Review #162082 is a subjective opinion of poster.
Service
Sears Delivery Service
We are VERY UNHAPPY with the Sears store in Tampa, Florida. When we purchased the Bosch washer & dryer, we were told by the sales repre, Louis, that both units used only a 110 circuits. This was one on the main criteria why we bought these units. We were so excited...
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5 comments
Anonymous
#87077

I still can't believe the sales associate didn't know this or adequately mention that alot of the dryere or electric stoves don't come with the cords.

Going to the manager in a Sears appliance department might not always get the right answer. Managers are rewarded and promoted at Sears based on warranty sales. Product knowledge is a completely unassociated category as far as Sears is concerned.

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Review
#161765 Review #161765 is a subjective opinion of poster.
I recently had a horrible experience with Sears. I purchased a service contract #198594780800018 for a dishwasher for $204.99 and was told at the time of purchase that "we will service your dish washer and make it as good as new and if we can't fix it we will replace...
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4 comments
Anonymous
#89648

Our family had made many major Sears purchases over many years. More than three years ago we had a service problem with a Craftsman Lawn Tractor.

We were treated rudely and disrespectfully when attempting to get a resolution. Calls to the Sears Service Department,local store, managers, Customer Service, Corporate Customer Service and letters to Mr. Lempert did not resolve the issue. We have not made a Sears purchase in over 3 years and never intend to unless there is a major shift in how they handle customer service issues.

Sears does not care about the individual and they do not listen. This is the reason that they are in decline and will continue to decline until they decide to listen to the customer.

If not, I predict the demise of Sears. Look what happened to General Motors who treated their customers in a similar manner.

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Review
#161689 Review #161689 is a subjective opinion of poster.
Service
Sears Repair

Sears in Coopersburg, Pennsylvania - I am a handicapped woman who has a master protection plan and it has been a month since we reported

I am a handicapped woman who has had her oil burner out for a month now. The furnace is a replacement and last year as well which is when we got it as this seems to be out again. It is giving oil smells throughout the entire house. No heat no hot water. We have been heating water on the stove to wash. And were forced to get 3 space heaters which I could have used that money for ahhhh lets see food or clothes. Which I should have been able to. The repair man said he is doing this because sears is not paying him. And sears is playing it cute as well. So yeah I have to say me and my wheelchair do not appreciate the way we are being treated. I have a terrible cold now and am exhausted. Why cant they just fix the dang thing or replace this faulty one. Which they should have since it is part of the lemon law.
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3 comments
Anonymous
#129987

The product is from sears worked on by sears techs affirmative action from my county finally came in and replaced it. Stating sears doesnt have the slightest idea what they are doing. Since I am handicapped and have nothing it was replaced for free

Anonymous
#86672

The question I have is is it a sears tech that was working on your furnace. If not why not.

Have you call sears repair or the manufacturer to get it fixed. It sounds like the repairman you had out to repair it was an independent contractor and not a sears authorized repairman. As for the repair service well sears techs are on their way out and are joining up with a new service that is also nationwide. A&E factory services.

It is a joint venture between sears and whirlpool. The techs have more phone numbers to get assistance and work with third party insurance also. They ran by a different division that they have to answer to. Their number is 1-800-905-9505.

They should be able to get you the service you need. As for the stores well even most techs avoid them. We prefer to go outside the store for parts we don't carry and order from our store only if we can't get the parts from local parts stores. We also carry a large assortmant of common replacement parts on our trucks but we can't carry everything.

I apologize for the treatment you received from the repairman that worked on your furnance. there are unfortunately some out there that aren't happy with their jobs and pass it on to the customer.

Anonymous
#86249

Sears has gone downhill & continues to... They have their employees post responses on complaint sites like these to humiliate the complaining consumer.

It is even worse when you complain in their stores to any management (they will publicly humiliate you), and their corporate complaint process is a complete waste of time.

Spend your hard earned money anywhere else but Sears...

Note: The story with the handicapped woman is par for the course with Sears. I will not be unhappy when they close their doors.

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Review
#161673 Review #161673 is a subjective opinion of poster.
Product
Sears Protection Plan
Loss
$6
We have some serious issues with Sears lately that have inconvenienced us big time. First we ordered a 50" plasma which I took a day off of work to be delivered per Sears and the 5 automated calls telling us what days and what time it would be delivered. On the day...
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4 comments
Anonymous
#86257

How is the customer humiliated if the employees post responses to their complaint? If anything it shows they are at least trying to communicate to you.

I don't know what world you're living in... a customer complains then an employee responding to it doesn't sound in any way humiliating...

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Review
#161537 Review #161537 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears Repair----Uh as If!

Sears has 3x sent me the incorrect part which they ordered. I have finally started opening it to verify that it is the correct part and upon discovering that it is the incorrect part once again, I have tried calling them. getting them on the telephone to obtain the correct part requires an act of congress. i feel like i am an expert in Muzak now. i have been on hold now for approximately 1.25 hours waiting for a supervisor. While doing this i am researching complaint routes and found this website. I will NEVER buy another appliance from Sears again. I have been with out the use of my stove since September. What can we do? This is maddening.
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2 comments
Anonymous
#86666

as a repair tech for sears I wouldn't be the first to say that most techs are less than properly trained. Most are straight off the street with some knowledge in electronics.

If you can pass the test/background check/drug test you get the job. As for training. well you get to ride with a senior tech for if you are luck 2 weeks. It gives you a rough idea of what you are expected to do.

With the constant new appliances being built many of us have no idea how to repair some of them. We do share tricks of the trade between us. A lot of times our hands are tied because of our tech support rules that even though we may know what is causing the problem but won't authorize the correct parts therefore creating a long drawn out several weeks long repair call. If we just order the parts without authorization we get in trouble and stand to lose our jobs.

As for service plans well they can be good or a waste of money. As with all master service plans if there are 4 repairs within a 12 month period. machine is not economical to repair or no parts available. Sears normally will replace it with the next comparable model.

However no service plan will replace a machine if problem is caused by rust or if cust attempts to repair the machine themselves. I have gone out of my way to help customers resolve issues with sears and appliance manuf. Most are happy with what I tell them to do to get results usually saving them money. Also Sears repair is on its way out.

They are converting all its techs over to A&E Factory Services which is a joint venture between Sears and Whirlpool. A&E unlike Sears techs work with appliances bought at other stores like Lowes/Home Depot and Best Buy. A&E also works through many insurance companies and has to answer to them also so if you deal with them please be patient as they may be having to follow your insurance companies repair instructions.

Not all insurance companies will pay for everything. read the fine print before you buy any service plan through a insurance company.

Anonymous
#83848

Air conditioner went on the fritz 2 weeks ago and phoned Sears Warranty to respond. Technician came out 2 days later and advised that the part would need to be ordered and that he would be back the following Wensday.

Wensday came and the tech returned and the part not delivered yet so call Sears again.

They claimed the part was shipped but unable to provide tracking number and refered me to the vendor that they get part from who informed me they didn't have part in stock and were getting it from another vendor.

This is not the first bad experience we have had with Sears over the same air conditioner unit and in this Florida humidity, it's horrible. I or my family will no longer be purchasing anything detrimental from this company due to there consistant lack of quality service.

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Review
#160883 Review #160883 is a subjective opinion of poster.
Product
Sears Website

Sears Maytag Washer

New washer and dryer delivered last night late. Delivery people nice, but very hurried. It was dark, I was number 14 on the list of 18 deliveries that day. The washer has a problem with water line. I have done all of the troubleshooting in the book. The gas dryer hookup was not long enough and they just used the old line. Nothing works...it will be over a week before they can return to see what the problem is. After being on hold with 5 different people at Sears customer repair, being cut off, transferred, for over one hour later I am not a happy consumer.
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2 comments
Anonymous
#86668

Sorry to hear about your experiance with the delivery service. Take in mind that these delivery ppl are contracted by Sears and are not Sears employees.

They are paid by the delivery not by the hour and after following up behind one delivery team for several weeks reinstalling appliances that team was reprimanded and they loose a portion of the money for that installation. Make sure the tech shows that the repair was needed due to installation error and notifies his supervisor of what he/she finds. Never in a gas dryer installation should the old flex line be reinstalled. It could leak causing a gas leak.

Of course through the tech a replacement gas line is a extra charge as it is not covered under the warranty for the machine unless you had a prior arrangement with the store for installation of a prepurchased flex line.

I have found many times the delivery ppl were either in a hurry or just careless on installation. In some cases I have requested a replacement machine due to it being damaged by delivery.

Anonymous
#85747

I truly apologize about the inconvenience, I can definitely relate to how being cut off and transferred repeatedly as frustrating. If I may suggest contacting Delivery Solutions at 1-(800)-732-7747 if you have not already called us from that department, or even e-mail us at searscares@searshc.com as soon as possible to ensure we contact you in an effective manner to discuss solutions that will meet your needs.

Again I truly apologize about what you have been going through because that is definitely unacceptable. Your business with Sears is greatly appreciated, and I hope you will stay shopping with us.

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Review
#160862 Review #160862 is a subjective opinion of poster.

Sears in Richmond, Virginia - Getting a part for a new refrigerator-absurd

I had a refrigerator (Kemore Elite) delivered on September 17th at my new home. I had told the salesperson of our address change and he so noted. The frig was delived to the correct address, but the handle was missing a set screw that held it to the door. The delivery person got be in touch with the repair parts person and I told him the correct address (They had our old address as well as the new and I advised him to fix) to sent it to (my husband would put it on). Was to be here 7 to 10 days. Didn't show up. After 3 phone calls and 1 on-line to blue crew, found shepped to our old address. Last call September 30th. They promised me to reship (could not expedite as they can't/won't contact anyone by phone). Needless to say, it is November 2nd. Still not here. Contacted Sears once again. After on the phone for an hour and a half (speaked with 3 different people), they are sending me a new frig. What a crock. They are sending a new frig for a 10 cent screw. How do they make money. Sure am glad I don't own any stock with them. I'll deal with the Mom and Pop shops from now on. They care whether they keep their customers.
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Review
#160856 Review #160856 is a subjective opinion of poster.
Service
Sears Repair