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Sears, and their so called Service Department

Anyone else want to join in? Sears has a department called One Source Service. It is less than service. I have had now 4 service calls on a Samsung TV I purchased under service protection that comes with a new TV. About 4 months prior to it expiring, the TV took a puke. I have tried and tried to get them to replace the TV. The best so far was an offer to rent a TV until they fix mine. My cost upfront and then fax the bill in and they would repay me....Right! Sears could care less about customer service, or at least in my case. I guess we will see how far I have to go to get a resolution. 1800.00 I have dusted it more than enjoyed it. I hope Samsung reads this and sees first hand just how well their products are being treated!
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1 comment
Anonymous
#29421

I too had the same problem with Sears. It was however a GE Microwave that was 6 months old and rarely used.

I turned it on one day and it was making loud noise and it would not heat. I packed the microwave in it's original box with original packing and all of the paper work along with my receipt and went to Sears. I was told that I could borrow a microwave from someone. I would then need to pick up the microwave that I had brought back (which incidently had been scanned and accepted at the warehouse window as a verified return in a matter of 10-15 minutes) and drive to the other side of town to the service department and drop off to be repaired.

When and if it could not be repaired they would exchange for the same microwave. (when I went to pick up the microwave they made me wait 30-45 minutes trying to locate it)What happened to Customer Service. I told the clerk that I did not want the same microwave. I would not get the same model that only lasted 6 months.

Any item of that caliper should operate without defect without question for longer than 6 months. I cannot believe the rude Salesclerk or the fact that Sears is too chicken ____ to back up the products that they sell. I will never step foot in another Sears and I tell everyone I talk to about the incident and how Sears does not stand behind the products they sell.

I would hope that GE company would have replaced my microwave with another model without any questions but who knows. I am done with Sears and Kmart.

Review
#116510 Review #116510 is a subjective opinion of poster.
Loss
$1800
$10000 for granite countertops??? You have got to be kinding....Everyother qoute I got was less than half! Pushy salesman and big mark ups! What a joke. The sales man never shared cost per foot or told us the cost of material or broke down any costs. Then he tried to...
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5 comments
Anonymous
#674100

I had Sears do a solid surface countertop and 5 standard size cabinets. Cost-$9,000.

37 sq. feet of counter. Salesman refused to give me breakdown of costs, then pressured me until I finally bought. I feel really *** now, but live and learn.

Never again will I allow Sears into my home.

I plan on having the remaining cabinets refaced, but will get three bids before I buy. Needless to say, none of them will be from Sears.

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Review
#116436 Review #116436 is a subjective opinion of poster.
Loss
$10000

Sears in Braintree, Massachusetts - Dryer was installed without proper ventilation

I will never purchase anything from sears again!!!!!!!!!!!! Washer/dryer purchased...dryer hooked up without being vented from factory and installed regardless of problem causing major overheating. 2 weeks later they sent out repair which attempted to fix problem. The dryer worked for a couple of weeks and then problem reoccured. After many heated conversations they agreed to replace damaged dryer and waited 3 weeks for delivery and the dryer was not properly vented on that attempt either!!!!! Lied to about new delivery date being a day out, took off yet another day of work and then told dryer would be delivered until Monday instead of saturday....Also tried to leave the same pedestals that would be ruined once machine was taken off. Luckily I had an honest delivery person who gave me some helpful info. I will never shop Sears again......they are the worst!!!!!!!
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Review
#116144 Review #116144 is a subjective opinion of poster.
Service
Sears Repair
Loss
$629

Sears in Willingboro, New Jersey - Don't buy a Sear's Warrenty!

They're absolutely horrible. Today I was scheduled to have repair service on my washer. Paid almost $200 for the warrenty on a Maytag. I was told the repair tech would be there between the hours of 8-5pm. My husband took the day off from work to be here. I had to wait 2 wks for the appt. We also were told we had to move the washer out of the laundry room closet in order for the repair tech. to work on the machine. So, now my washer is sitting in my kitchen. When I got home at 4pm. Still no tech! This is exactly what Sears had done the last time I had to have repairs made to my washer. I immediately contacted Sears Warrenty Dept. I was told the tech was running behind & had requested the appt to be rescheduled. Not even the courtesy of a phone call. We're sitting around all day waiting for them and they're a no show! I expressed my anger & was then passed from one customer service rep to another. Each claiming they couldn't help me. When I asked for a supervisor I was told it wouldn't make a difference and that they would just tell me the same thing. My only option was to reschedule for the following Thursday (1st available) and call back customer relations in the morning to file a complaint. I then demanded to speak to the routing dept. The ones who are responsible for dispatching a tech. I was told that was not possible. I rep. finally agreed to call & ask them again for an appt the following morning. He then got back on the phone with me & said that a representative named Katrina, in the routing dept, had hung up on him. I asked him to try again. This time the phone rang & a girl named Katrina answered the phone. When I repeated her name...she immediately hung up on me. Shocked by the mis-treatment. I called back & spoke to another cust. service rep. I asked to speak to a supervisor & was told that I would have to give him the info. I had to repeat the entire story again & was told that the reps in routing are not allowed to talk to reps. So, that makes it OK to just hang up on a customer! I was once again told that my only option was to reschedule. I hung up & contact the local Sears store where I had purchased my washer. I spoke to the store Mgr. who was wonderful. She immediately contacted the warrenty department & made a supervisor commit to dispatching a repair tech the next day. She did this in 10 minutes. She said that she will file a complaint with the district Mgr. because the treatment was unacceptable. Sear's is known for their horrible service & I swear I don't care if they're offering something for 80% off retail....I will never buy a product from that store again. If you have to buy from them...do yourself a favor & don't buy a warrenty from them. They will be all smiles when they take your money but then treat you like *** if you need to service!!!
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Review
#116136 Review #116136 is a subjective opinion of poster.

Sears Customer Service is a Joke!!

I had a scheduled appointment with Sears to repair my garage door; was scheduled for 3 weeks. On the scheduled day they never showed; never called. It took me 3 hours to get someone form customer service to speak to me; she was actually the head person at corporate. HER RESPONSE? basically Sorry! we can schedule another appointment in 3 weeks..their response is so unacceptabel and borders on criminal! I would not by a screw nfrom Sears..why would I?? I have already been screwed by them!! Sears is a dishonest, deceitful company..the public should be warned; let the buyer beware
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2 comments
Anonymous
#6461

imagine that, sears warranty office sucks. don't buy a TV there either. I would rather take a beating then spend another dollar with the communists!

Anonymous
#5850

SEARS SUCKS..CONSUMERS SHOULD BEWARE..NEVER SHOP SEARS!!

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Review
#115899 Review #115899 is a subjective opinion of poster.
Service
Sears Repair

NEVER BUY FROM SEARS!!!

Sears failed in every department from sales to delivery to customer sevice. The BRAND NEW Kenmore Refrigerators water line was broken, the backing was broken and the delivery personnel did not offer to level, correct or repair the product. Instead they placed me on the phone with the repair department and left before I could stop them. Upon trying to remedy the situation the customer service center continually disconnected the calls and even when trying to speak with the local Elyria Sears store in Ohio received the results. After finally getting a pick up arranged for their defective equipment, the delivery personnel arrived three hours late. NEVER BUY FROM SEARS!!!
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Review
#115678 Review #115678 is a subjective opinion of poster.
Service
Sears Repair

Sears in Elmhurst, Illinois - Unhelpful "service" in person and over the phone

I ordered a washer/dryer combination from sears.com. They delivered it next week on the correct date, but the delivery guys got my room and the closet dirty with grimy snow-water they they tracked in on their shoes. They didn't bother to clean it up or even mention anything before they left. They weren't able to fully install the washer/dryer because I had ordered the wrong power cord. I only had two options at the time of order between a 3-foot and a 6-foot appliance cord that had three prongs on it, and I didn't realize that the outlet I had actually required four. The delivery guys made a call to confirm that I could buy the correct one and return the three prong at the store by me. I made the trip out there, only to have them tell me that they couldn't let me return the cord there. I then asked if they at least had the correct cord I could buy, and the manager directed me to an employee standing buy because he said he had no idea. I got passed between three other employees before I found someone who didn't know for sure, but could look. They didn't have it. So I left and went online, only to see that the washer/dryer I just bought was now on sale. I didn't have any time due to the remodeling I was doing, so I called Sears customer service the next week to see if I could also get the sale price since it happened only 3 DAYS after I purchased the washer/dryer, but the guy on the phone was extremely unhelpful. When I asked if it was a rebate, he told me know, but that he couldn't look up if it had been on sale. "I can only go online now and see what the price currently is," he told me, which was again at the normal price. Overall this experience was pretty terrible, and I'm not extremely happy with the washer/dryer that this is because it's extremely loud and annoying with constant buzzing about every 15 minutes. If I want to return the washer/dryer, I'll have to schedule another pickup, and I'll be charged all kinds of fees including 15% and restocking fees. I would strongly advise against ordering any appliances or big items from Sears. They are terrible.
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1 comment
biscuitsdad
#6462

Well don't buy a TV from them and expect anything short of a turd! As for their service department they are as worthless *** on a boar hog!

Review
#115464 Review #115464 is a subjective opinion of poster.
Service
Sears Delivery Service

Sears in Toronto, Ontario - Kenmore Elite Stainless Fridge *JUNK*

Why has Sears lowered themselves to where they no longer stand behind their products. They are good enough to put their name on other companies fridges (Armana) yet when it breaks, they blame the manufacturer. I paid $3500 for a stainless "top of the line" Kenmore Elite Fridge. Yet after 18 months, I had to pay $350 for a new "high frequency voltage board" as the water dispenser stoped working, now the ice maker has broke and they want another $300. I had the nerve to complain, and was told it was my fault for not buying the extended warranty. Sad that $3500 means nothing anymore with them. They used to stand behind their products. They lost another customer for life.
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Review
#115440 Review #115440 is a subjective opinion of poster.
Loss
$3500

Sears... sucks!

I can not believe the poor customer service/warranty service sears offers. NO Sears is not the same company we grew up with. I purchased a 42 in flat screen t.v. from sears 11 mo ago Like always I purchased the extra warranty because of what the salesman assured me the more expensive warranty would cover. I began to have a problem with my screen. I called Sears to schedule an appointment. My appointment was for Feb.24 between 8-5pm. On the day before we called to confirm the appointment because we have a history with Sears not showing up for or claiming they called and no one answered the phone. On the day of the appointment 4 pm and no technician. I called the 800 line only to be sent to someone in central america, who informed me my appointment was for March, 7! Absouletly NOT true. Reason being the 24 was my baby's bday and my hubby had taken off THAT DAY . Just the day before the appointment had been confirmed! March 7th arrives. The technician arrived 5:45! Was supposed to be there beween 8-5. Technician arrived only to inform us that our problem is the ONLY problem not covered under the extra warranty that was supposed to cover everything according to the Sears salesman. Technician was very helpful and informed us that Sears does not like to cover large flat screen t.v. because the are too expensive to replace or repair. We we asked why sell a warranty that is supposed to cover all if that's not the case. He just smiled and said "sale". He also gave us a number to call about our problem but said It's not possible to fix screen problems on flat screens and that this is the most complained about problem. I called the customer service line to be sure of what my warranty covered and was told "everything". Just what i neede to hear. When I told her my t,v couldn't be repaired she changed her story! I have been calling Sears at least twice a day and has NEVER had my phone called returned. I have even called the stores directly and has only been tolds the mgr is off today. They have no voice mail etc. I've called several different Sears! Are all the mgrs off everyday? Now to really stick it to me dry. They have the gall to call me to sell me a warranty extension... on the broken flat screen. SEARS should change there name to SUCKS Tanya SEARS in WHite MArsh MD. Columbia MD. Fredrick MD. Central America( they barely spoke english) Texas
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Review
#115406 Review #115406 is a subjective opinion of poster.
Service
Sears Repair

DO NOT PURCHASE FROM SEARS

We also have awful and unlucky experiences purchased from Sears. I purchased washer/dryer from Sears because the prices were cheaper than Home Depot, and Best Buy. The machines themselves are good and I don’t have problems with. What I have problem is Sears customer services. The first time when washer and dryer delivered, sale associate forgot to order stacking kit (We are living in a new condo on the 2nd floor and it’s in closet), the delivery people can’t stack washer and dryer into the closet without stacking kit. In addition, I asked for reverse dryer door on the left hinge since my closet door is on right side. The instruction was clearly printed on sale receipt, apparently Sears didn’t follow anything on instructions. Therefore I have washer and dryer setting in my living room for a week and can’t use it. When I called Sear store & asked for stacking kit and dryer door reversed, they were helpful and told me next available delivery is during weekday. I asked for an appointment after 5:00pm since my husband & me both working on weekday and no on is home before 5:00pm. They answered “no problem”. This was starting of my nightmare, we kept received many phone calls from Sears delivery department stated they are coming at 10:00am – 2:00pm – the time when no one is home. Meanwhile I kept spoke to their customer services to changed times to weekend. After spoken to at least 3 different customer services. Still, Sears delivery crew showed up at my door when no one is home. Finally, we had the stacking kit delivered on Saturday, 3/8/08. However, Sears ordered me a “RED” color stacking kit when my washer/dryer is white color. The delivery crew also told me they don’t do reverse dryer door hinge. I called the store again, Sears said they don’t have white stacking kit available at this time; I’ll have to wait. We understand all this and trying to be patience as much as possible. We told the delivery crews to put the RED stacking kit on and when the white one becomes available, they can come back install the white stacking kit. After the all the installation and delivery crew left, we decided to do a load of wash to try out the machines. Little did I know that installation on the water pipe wasn’t done properly by Sears. All the washer water leaked out from the pipe in the back of the machine and water flood my new kitchen floor, new paint wall and the bottom of washer machine. I was terrified on what happened. The next morning I went back to Sears requested replacement on a new washer (since bottom of washer was flood) They asked for 15% re-stocking fee to replace a new washer. I was very upset on what happened to my new floor and painted wall. Finally a customer service “Blanche” helped me replace a washer without charge. (She is the best customer service from Sears, working in East Hanover, NJ) She helped me set up an appointment to have some one come on 3/22/08 to replace a washer and reverse dryer door and change correct stacking kit. On Tuesday, 3/11 at 2:30pm, I got a call from Sears delivery people they are in front my door and on one is home, they are coming to change dryer door?? I thought I make myself clearly not to have anyone coming in before 5:00pm on weekday?? I went back to Sears store asked for “Blanche”, she helped me again set up the correct appointment time. I really have to commend her, she was on phone for more than 1 hour, after spoken to 4 different customer services. Finally, she got my schedules set on 3/22/08 again. I am in the middle patiently waiting the next appointment. I don’t need any more surprise, hopefully they will make this delivery without any problems. I don’t understand how Sears functions and how they are able to stay in business this long with such terrible customer services. “DELIEVERY SCHEDULES DEPARTMENT” is the worse, luck of cares and customer satisfactions.
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Review
#115335 Review #115335 is a subjective opinion of poster.
Loss
$1500