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Sears fails

Here's a copy of a letter I just sent Sears. It tells the story. On Saturday, June 7, I ordered a Samsung front-load washer and matching dryer, and had it set up to be delivered on Saturday June 14. I received a call on Friday June 13th, and was told the appliances would be delivered on Saturday between 3:15 and 5:15 p.m. I was called at 5:00, and told that the delivery team was running about an hour behind. At 7:15 I hadn't heard from anyone, and called to ask what was going on. I was told that they were just running late, and would be there later. At 9:45, I still hadn't heard from anyone, so I called again, and again was told that the appliances would still be delivered that night. At 10:30, I called again, and was told again that they were still coming. I asked for a supervisor, and was finally told that the delivery team had gone home, and that I would have to reschedule. I was told that someone would call me as soon as possible to reschedule. About 1:00 Sunday afternoon, I still hadn't heard from anyone, so I called again. I was told that the appliances couldn't be delivered on Sunday, because the trucks had already been loaded and had left to make their scheduled deliveries. (Wouldn't my appliances have been on a truck from the previous day already?)I had already disconnected my old appliances, and had removed the power cord and vent hose from the dryer in anticipation of the delivery. I told the person I talked to that it was imperative that the appliances be delivered on Monday after 6:00 p.m., when I would be getting home from work. I received a call later and was told that the delivery would be made between 2:00 and 4:00. I called back and told them that no one would be home at that time, and it had to be delivered after 6:00. I was told that you couldn't move merchandise after 5:00. I am terribly disappointed in the discourtesy of your team. I was promised delivery on Saturday five times by your representatives. The only time on Saturday that your representatives initiated a call was at 5:00 to tell me that they would be an hour late. I am terribly aggravated by the inconvenience caused by your staff's failure to meet what should be minimal customer expectations. Of course, I am cancelling this order, and will spend $2,000 with one of your competitors instead. I am disgusted with your company.
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Review
#124214 Review #124214 is a subjective opinion of poster.

Sears Stinks - they lie and are VERY inefficient

Several years ago, I brought in three people to give me estimates for installing central air units. One of the three said that I would need two separate units. The other two said that my house needs only one unit. Because of the Sears name, I decided to have Sears install the units. I figured that their subcontractors are all top notch. The installation began, and was completed. The AC system was turned on and my house was not cooling in the way that it should have, but my electrical bills went through the roof. The Sears repairman finally came in, after waiting two weeks for an appointment, and he told me that I should have had two units put in - not the one. He then looked at the system closer and called his supervisor. It appeared that because of the difficulty of the layout of my home --a tudor - with the many cross beams, vents were not snaked to the first floor - instead, I was air conditioning the outside. Of course, Sears apologized, gave me a small financial settlement and redid the AC system. Sears looked at the payment as a refund - I looked at the money as the money used to pay my electric bills the previous summer. This may seem like semantics - but there is more to the story. Though my bills were high, my house was somewhat cool. The following summer, the central air unit broke down again - Four years - three breakdowns! Upon returning from vacation in mid August, I called for repairs. I was promised, because of the previous debacle that if I ever had repair again, they would come out immediatley!! They lied! I was then told the earliest appointment was on a certain date. As a school teacher, I was unavailable on that given date, but scheduled it for the day after. Two days before my appointment, I received a call that they will be coming the next day. - I responded that my appointment was ofr the following day. They told me that I was wrong and therefore I "missed" my appointment. This mean no air conditioning for August and September of 2007. Finally, after being forced to reschedule, and after filing a complaint with the BBB, they arrived in October and made a makeshift device to catch the water so my system doesn't short out again. I again complained to Sears of shoddy workmanship and the use of shoddy products. This time I followed up on my complaint with the BBB until I became a pain in the a _ _ . Sears responded, came to my home and replaced much of my system in November 2007 and admitted that the system used was not a goood one and the that water constantly accumulated in the pan to short out systems. I turned the AC on in October to make sure it worked --- for the 6 hours that it was on - it worked. Three weeks ago, the temperatures in the northeastern part country hit 90+. The AC system worked for 12 hours and then it died AGAIN --- I called Sears to come for repairs, but they are unavailable until June 24 ---three weeks AFTER the breakdown --- This now makes at least FOUR breakdowns in Four/Five years...... I'm sharing my story with everyone on why not to use Sears --- if you need more details you may contact me at P_Gruber@yahoo.com
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4 comments
Anonymous
#20088

To add to the story.....a box from Sears with the part(s) came on June 26 and when I called to reschedule, I was told that I had to wait until July 2.

Today was July 2.

The system worked for SIX hours.

Tomorrow I need to call to get it repaired again!!!! WHO CAN I COMPLAIN TOO - I'M FRUSTRATED!!!!!!!!!!!!!!!!!

Anonymous
#18939

June 24th came and the repairman saw that an entire system was "burned out" because the voltage was incorrect! The repairmen ordered a part that was to be delivered on June 25.

It arrived on June 26 (why am I not surprised). I then set up an appointment for this to be installed - The earliest appointment date ofr me is July 2 (again whuy am I not surprised - it's Sears!)

Anonymous
#17304

Today, June 16, I tried to reschedule my appointment --- the customer service people said nothing is available. I requested to speak to a supervisor and was reconnected to the original set of messages.

I then spoke to someone else and she hung up on me...... no one want to put you through to a supervisor --- I'm wondering is this called passing the buck --- or is this just officiial policy "hang up on complainers so eventually they stop calling" ....but I'll call again.....

Anonymous
#17201

i had similar problems -- their service is very poor

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Review
#124200 Review #124200 is a subjective opinion of poster.
Service
Sears Installation

Don't buy from Sears if you need any after sales service.

Sears, or you might call K-mart #2, has very bad customer service so if you are buying anything that might require any service after the purchase, you don't want to buy from them, period. If it's home-delivered appliance, they won't call you to inform you when the delivery is so that you can plan your schedule. You have to call on the day of the delivery to find out and if it's not within a time frame workable, tough! You have to wait til the next remote date generated by computer and you the customer can't request even a time frame workable for you. It's a whole day wait. I think they are the next Enron in the retail industry. The store looks very ugly with outdated merchandise, not any higher grade in appearance as compared to K-mart yet the price is higher than Walmart and Kmart. As far as customer service, believe or not, is not half as good as Amazon.com (You can find everything from dog food to home appliances there.)
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2 comments
Anonymous
#18239

Gruber, stop telling this lie to people. You caused the problem by first using an unliscensed 3rd party, and trying to blame it on Sears.

Signed,

Concerned BBB Employee

Anonymous
#17312

I wholeheartedly agree --- here is my story:

Several years ago, in 2003, I brought in three people to give me estimates for installing central air units. One of the three said that I would need two separate units. The other two said that my house needs only one unit. Because of the Sears name, I decided to have Sears install the units. I figured that their subcontractors are all top notch.

The installation began, and was completed. The AC system was turned on and my house was not cooling in the way that it should have, but my electrical bills went through the roof. The Sears repairman finally came in, after waiting two weeks for an appointment, and he told me that I should have had two units put in - not the one. He then looked at the system closer and called his supervisor.

It appeared that because of the difficulty of the layout of my home --a tudor - with the many cross beams, vents were not snaked to the first floor - instead, I was air conditioning the outside.

Of course, Sears apologized, gave me a small financial settlement and redid the AC system in 2004. Sears looked at the payment as a refund - I looked at the money as the money used to pay my electric bills the previous summer. This may seem like semantics - but there is more to the story.

Though my bills were high, my house was somewhat cool.

The following summer, the central air unit broke down again - Four years - three breakdowns! Last Summer - 2007, upon returning from vacation in mid August, I called for repairs. I was promised, because of the previous debacle that if I ever had repair again, they would come out immediatley!! They lied! I was then told the earliest appointment was on a certain date. As a school teacher, I was unavailable on that given date, but scheduled it for the day after. Two days before my appointment, I received a call that they will be coming the next day. - I responded that my appointment was ofr the following day. They told me that I was wrong and therefore I "missed" my appointment. This mean no air conditioning for August and September of 2007.

Finally, after being forced to reschedule, and after filing a complaint with the BBB, they arrived in October and made a makeshift device was created, using electrical tape and screws, to catch the water so my system doesn't short out again. I again complained to Sears of shoddy workmanship and the use of shoddy products. This time I followed up on my complaint with the BBB until I became a pain in the a _ _ . Sears responded, came to my home and replaced much of my system in November 2007 and admitted that the system used was not a good one and the that water constantly accumulated in the pan to short out systems. I turned the AC on in October to make sure it worked --- for the 6 hours that it was on - it worked.

Three weeks ago, the temperatures in the northeastern part country hit 90+. The AC system worked for 12 hours and then it died AGAIN --- I called Sears to come for repairs, but they are unavailable until June 24 ---three weeks AFTER the breakdown --- Today, June 16, I called Sears to try and reschedule my appointment and they hung up on me twice! The first person was to the service center to reschedule the appointment and when I requested to speak to a supervisor, she put me back in the main directory. The second person, refused to give me her name and put me on hold – and then the standard message of “if you would like to make a call……” came on – In other words, she didn’t even put me into the directory!

I finally called National Customer Service at 1-800-549-4505 – they then put me onto the main mailbox again! I recalled again – and insisted on speaking directly to a supervisor, they refused until I gave them my name and address again! You can guess what happened – I was put back into the main directory, where it hung up on me again-----

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Review
#124067 Review #124067 is a subjective opinion of poster.

Sears, Ripping off the public

Everytime I go to Sears with a auto repair item they try to rape me. I took my 2000 jeep cherookee into the Abilene Tx Sears shop for a brake repair. They quoted me 1000 dollars for a brake job. I took it to a local mechanic in Sweetwatwer Tx and he charged me 75 dollars. Today my wife took our car in for a flat tire and they said that a nail in the center of the tire ruin the tire. They are full of ***. I had dosenzes of tires over my 46 plus yrs and none of them ruined the tire. Hey Sears is this what you have become?
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Review
#124044 Review #124044 is a subjective opinion of poster.
Service
Sears Repair

Sears in Reston, Virginia - The Worst Service I've Ever Dealt With!

Just recently I've purchased a patio set for $599.99. Yesturday, Sears called me when I wasn't home and they said that they will call me around 7:30PM. When I got home I listened to the message and I waited for them to call me back. It was 8:00PM and Sears never called me reguarding the delivery. The next day (which is today) Sears called me around 6:00PM and they said that they are ready to deliver the patio set at 11:00AM. When they said that they were going to deliver the set at 11:00 I went crazy. I told them to change it immediatley but they refused because they said that the time is already on the computer. I said "I dont give a *** what the computer says! I wanted the set delivered on my convenience, not the computer's." I put up with operators and supervisors and they were all rude to me. They couldn't give straight answers to me because they probabally had no idea what they're doing. I also told them that I am having guests over on Saturday morning and they wanted to deliver it around 4:00PM which is unacceptable. Due to their attitude problems they obviously don't care if I catch fire. They're going to call me around 8:00PM today and if I am not pleased with what they tell me I'm going to contact the President of Sears and give them a piece of my mind.
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Review
#123938 Review #123938 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears in Chicago, Illinois - 8 hours time window ignored! horrible mover repair service

After paying a sitter $15/hour to be at my home between 8-5 - it is 5:45 pm and still I wait. I called Sears yesterday for a smaller time window - not an option. I called them 3 times since 4:00 pm to hear when he is arriving, "any minute now". This is ridiculous service. At this point I could have read a mower repair manual and fixed the darn thing myself! So, I'm already out the money I paid the sitter and I still have a broken mower. Sears - do you wonder why you are struggling? Give me a break!
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1 comment
Anonymous
#16708

wahhhhhhhhhhhhhhhhhhhh

Review
#123805 Review #123805 is a subjective opinion of poster.
Service
Sears Repair

Sears Warrant on air conditioning

I purchased a kenmore air conditioner system from Sears which is under warranty until 2013. The outside unit went out yesterday. I attempted to schedule an appointment and was told it would be 7 days for a repair man to come fix the unit. I was told there no exceptions to speed up the process. They must have only one person employed. How do you justify waiting for 7 days with 102 degree temperture? How do you tell your 82 year old mother that she is going to burn up with no air and not to mention I have company products in the home that will ruin when they get hot. *** poor.....
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1 comment
Anonymous
#20087

You're lucky, I had to wait two weeks from June 11 to June 24 --- then I was told it needed a part and waited until July 2 ---today ---and it still doesn't work --- I'm afraid to find out how long I'll wait tomorrow!

Review
#123743 Review #123743 is a subjective opinion of poster.
Loss
$1000

Will Never Use Sears Again...

My husband and I had a truly miserable experience with Sears as well. Their prices for our new A/C system were steep compared to Lowe's and Home Depot out here in IL, but the Sears name and replacement plan prompted us to go with them. We were assured that we would be guaranteed 100% satisfaction. Turns out that the sales rep ordered incorrect components, prompting 4 additional visits from an independent contractor hired by Sears, not Sears personnel themselves. We don't even know if these guys were licensed. Ultimately, we had to repeatedly contact the manager out here, Jay, to finally have a thermostat and its associated charges removed from our bill. Turns out we were being charged almost $500 for this thermostat, but we had no way of knowing since specific item charges and item information were blocked out out our paperwork - all we knew was the general *type* of what we were getting. Numerous calls to our "project coordinator" whose job, we were told, was to ensure everything went smoothly, went unanswered. We recently had a furnace installed with a fantastic service provider who itemized and explained everything, and could provide proof of licensing and background checks of employees. My husband and I are pretty easy customers to deal with, overall. I will never be as naive and trusting as I was with Sears again, however, and am very thorough and detail-oriented when getting estimates, so I suppose our Sears experience was a good education, pricey "tuition" and all. Sadly, Sears' 20th-century reputation is not relevant to its 21-st century service.
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Review
#123605 Review #123605 is a subjective opinion of poster.
Our old dryer went out so we went to the Sears Appliance Outlet to see what they had. Found a great deal on a dryer and paid for removal of the old and delivery of the new one. Sears Home Delivery called to say that they would deliver our dryer between 2 and 4pm. At...
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2 comments
Anonymous
#23102

I'm having a similar issue with a refrigerator delivery. I was told a delivery date of July 15th, and I took off work on that date.

I called Sears the evening of the 14th and was told that the refrigerator was not in stock and wouldn't be delivered!

I was offered that 50 dollar gift card as well, but refused because I think Sears should refund some of the sales price of my merchandise (which was about $800).

I understand what Steven is saying about the difficulties of delivery, but they should have told me far in advance that my merchandise was not in stock.

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#123540 Review #123540 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears extended warentees are no good.They don't live up to there word. They screwed me real good.

I bouth a cordless screw gun from sears with a extened warentee contract. It burned out, I returned it to them for a replacement. They gave me a new one. The new one burned out within the 2 year contract. I returned it to Sears and they said they would no replace it again. The service contract I perchased was good for one piece of junk and not two. I feel like I got screwed on a screw gun,by the big dogs!! I talked to there main headquarters in Hoffmen Estates Ill. but that was like talken to the wall. My advice, DON'Tshop at Kmart or SEARS need any more on this matter I can be reached at patzimmerman@peoplepc.com
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3 comments
Anonymous
#18105

Forgot to add that the sales associate should've taken back the first driver under the manufacturers warranty if it applied.Most portable power comes with a 1 year replacement warranty.In most cases you get at least 2-3 exchanges under the original warranty.After the that they give you a warning/consider the item being abused or used commercially.

You might have been able to get the first or second exchange under the original manufacturer's warranty you get for free then the next exchange could've been taken under the replacement agreement you paid for.

Again most employees don't understand or read these things and with the pressure to sell most will just barge ahead without explaining or learning about what they are selling.

One last note if this is for commercial use and the employee knew that they had NO business selling it to you.

Anonymous
#18098

Afraid Mortimer is right.But I also know that many Sears Associates & MANAGEMENT do NOT know the terms of a Replacement Agreement.

Not only are the agreements a ONE time replacement they run 15 months past the expiration of fhe manufacturers warranty.If it's 90 days you only get 18 months coverage.

Unlimited replacements and 2 years of coverage are a common misconception amongst the EMPLOYEES.

Anonymous
#16710

The story would be sad, if not for the hilarity of the bad spelling and grammar.

No wonder you feel screwed; you don't know how to read the agreement when it said ONE replacement. What an imbecile.

The exchange agreement was only good on the original power driver.

Since you traded that one in, you were done. And if you're going to use your power tools to continually repair the floorboards in your double-wide, you really should look into getting some commercial-grade tools.

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#123001 Review #123001 is a subjective opinion of poster.
Service
Sears Replacement