State: California City: San Francisco Product: Sears Repair Clear all filters (6 of 505 reviews match)
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Sears in San Francisco, California - Gas Range 1 1/2 years horrible service

2.5
Details
I have a dual all Gas Oven and a repair person was sent out to check the issue with the oven. Sears must use 3rd party repair folks because this person was horrible and still after 3 weeks no response back after leaving several messages to find out what can be done to get my Stove working again. Today I received an email with the question whether I have received the replacement part and called Sears folks. Well as it turns out they haven't sent the part out nor do they have one.....They state the part is back ordered (on a 1 1/2 old stove) - must be lots of bad ovens out there with horrible quality manufacturing (don't by from Sears is what I take away from this if an oven can't last for more than 1 1/2 years. They told me the back ordered part won't be available until August 15th (that means another 6 weeks without a stove) unacceptable. The alternative is to give me $500 credit to buy a new Stove (that is for a $2,700 stove that is basically brand new).....This is insanity.....do not buy any Sears Appliances is what I am learning from this experience.....bad quality, bad service, poor response time....very very disappointing.
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Review
#645336 Review #645336 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Bad quality
Loss
$2700
Preferred solution
Give me a replacement oven so I can start cooking again

Update by user Sep 28, 2013

Sept 28, 2013:

Deafening silence from Sears. Their idea of responding to my complaint was to "establish a case number." Yeah, whoo-eee, a case number!!!! No action, no contact, no responses to e-mails, absolutely no follow-up of any kind except the response below...

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5 comments
David
Sears Response
#708028

Srogers66,

I saw your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We are sorry for the troubles you have encountered with your dryer repair. We can truly understand how important it is to have your dryer repaired in a timely manner. We have forwarded your post over to your case manager for contact. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

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Review
#443371 Review #443371 is a subjective opinion of poster.
Service
Sears Repair
I did have stock with sears until I started working with sears in the appliance repair dept. Very upset with how we treat our customers, lying by overbooking, & for people with warranty's and purchase for sears go to the back of the line. While customers with no...
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2 comments
Anonymous
#698021

after 5 service calls ref. still wont work (Samsung) talking to these people is like talking to a baby, no wait a baby craps itself that's more then anyone at sears customer has done

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Review
#437504 Review #437504 is a subjective opinion of poster.
Service
Sears Repair

Sears fails to repair brand new cooktop!

Update by user Mar 06, 2013

What I didn't mention in my iniital complaint is that I have already been connected to the Sears "Blue Ribbon customer service team and have a dedicated case manager as of three weeks ago. Things are VERY slow moving and I spend a great deal of time leaving messages with the case mangager.

Of 9 voice mail messages I have received 2 calls back and of 8 emails I have received 2 replies. I guess 25% is better than nothing but, cearly, this is way way below a standard that I expect.

If I could only go back to the moment that I decided to rely on Sears to replace my cooktop. Knowing what I know now, I would not (and will not in the future) do it again.

Original review posted by user Mar 05, 2013

I never thought I'd be writing to complain about service from Sears but they seem to have fallen a long way. We purchased a new induction cooktop in August 2012 and four months later it stopped working, completely. We had 3 service calls over the following month without any results. The service personnel were polite but completely unable to address the problem. We are now pursuing a refund ro replacement unit but can see now that it will not be easy and are getting more run around from Sears Executive Offices. I will not be purchasing any appliances from Sears in the future.
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2 comments
Anonymous
#620042

Good luck, if I relate to pass experience with them, you might have to wait for a very long time and maybe they will even have the nerve to ask you to pay !

David
Sears Response
#618963

Dear Gorbymd:

My name is Susan with Sears Social Media Support Escalations team. We are sincerely sorry that you are having difficulties receiving credit for the induction cooktop you purchased in April 2012. I see that we reached out to you on February 21, 2013 but have not received your contact information in order to call you and help resolve this issue. We are more than happy to offer the assistance of a dedicated case manager who can help resolve this situation. Please send the following information – contact #, screen name (Gorbymd), phone # used at time of purchase to SMAdvisor@searshc.com.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#390246 Review #390246 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1500

Extended Warranty = Fraud - Do NOT buy from Sears

Just called for the third repair appointment for a dryer less than 1 1/2 years old. The same problem every time. Power to the unit but all control surfaces dead. No lights, no response from any button or dial. Can't start the machine. I was told that even with the full, extended warranty that I purchased only the repair guy can deem the unit a lemon and have it replaced and only AFTER the unit has been repaired 4 times in the same year!! I had to wait TWO MONTHS for my last repair appointment. DO NOT BUY ANYTHING from Sears.
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2 comments
Anonymous
#591463

Almost sounds like a loose plug or clip in a wire harness leading to the controls. Or a fuse. Keep after them. You bought something from the same people you are waiting for repairs and can't use it.

Call the service dept. Ask to speak to a supervisor right away. Tell them your problem should be expedited.Take notes. You should be issued a service request number. Note date, time and who you spoke to.

David
Sears Response
#591044

Dear Anonymous372666,

My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your dryer and our service. We understand the importance that the dryer plays in the family home and we would like to look further into what has happen surrounding this service order and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Anonymous372666) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.

Social Media Moderator

Social Media Support Team

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Review
#372666 Review #372666 is a subjective opinion of poster.
Service
Sears Repair
Loss
$2500

Sears is the WORST!

Here's my recent frustrating experience with Sucky Sears! I purchased a Samsung dishwasher. During the install, a complete *** installer, pushed it under the counter with his knee, and dented the face of the dishwasher. My wife watched the entire procedure, and when she brought it up to the installer, he actually denied it, and said it was freight damage. He also broke the lower corner of my kitchen cabinet, next to the dishwasher, but that's another adventure! So, we then contacted the 800 numbers to talk to repairs, and had to schedule a Sears's repair tech. to come out and evaluate the damage. The new Sears repair tech. confirmed he had to order a new exterior door skin. We waited three months to receive the new Samsung part, it was back ordered. You'll love this! when the back ordered piece showed up, it was the interior door insulation! not the door exterior skin, we waited three months for the wrong part. I again called the 800 number, they said he ordered the incorrect part number, they supposedly re-ordered the correct part, three weeks later it showed up. The delivered part was the interior door insulation, again. I again called and actually reached a competent and nice operator. She went ahead and ordered me a complete new Samsung dishwasher, she understood the moronic Sucky Sears process, and stated this would be the best way to correct the item. The new Samsung dishwasher was delivered and installed by a new install company, as I request to not have the previous *** installer back to my house. These guys weren't half bad, but the new dishwasher had a bad door gasket flange, that kept catching the lower dish rack wheels. Within a couple of weeks the roller on the rack had broken off, and didn't roll. We again contacted Sucky Sears idiotic 800-repair number, and scheduled a repairman to visit and tell us what we already know. He came out, figured it out and ordered the new parts. When the parts showed up, I contacted the 800 4my-home to let them know the parts had arrived and schedule the repair tech. to come out and perform the repair work. They scheduled it for Tues. 4/27/11 between 1-5:PM. I took off work and to home wait, by 3:PM no one showed or called, so I called the 800-4my-home, the operator said he would contact the Sucky Sears repair tech. and have him call me. By 4:PM no call from the tech. I called the 800-4my-home again, and got the same response. Again, I patiently waited for the Sucky Sears repair tech. to call me. By 4:30 PM no phone call, I again called back, by now I'm thinking they've been lying to me! I phoned back and reached an almost complete moronic operator, who stated the Sucky Sears, *** tech. would not be coming! As I proceeded to get very angry, because I missed work for no reason, and explained how Suck Sears operates, really SUCKS! She proceeded to lie to me and explained the Sucky Sears dispatcher contacted my wife and my wife said it was OK, and we would re-schedule! My wife is a schoolteacher and is hard to get a hold of, unless it's me, her loving husband. Anyway, my wife would have called me and let me know! So, needless to say, I had to reschedule. Sucky Sears has reached a new low; they now actually blatantly lie to you! I find it really weak, they use the consumer to receive the shipped parts, inspect the repair parts for damage, storage of the components and then throw out the left over cardboard and packing material. The Sucky Sears warranty discloser and information don't tell that!
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1 comment
David
Sears Response
#280908

To 72elkiedude,

My name is James and I am part of the Sears Cares Team. I can certainly understand your frustration and disappointment after dealing with so many failures, by different lines of businesses within Sears. We are very sorry for all of this and would like the opportunity to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (72elkiedude) for reference to your issue and we do look forward to talking to you soon.

Thank you,

James H

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#235007 Review #235007 is a subjective opinion of poster.
Service
Sears Repair
Loss
$600

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