State: District Of Columbia City: Washington Product: Sears Repair Clear all filters (12 of 505 reviews match)
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Sears in Washington, District Of Columbia - Never in a zillion years

I have been waiting for 2 months to get my Kenmore stove repaired' made 8 phone calls, and transferred to many people and still no resolve...SEARS SUCKS and if this is the way that you treat loyal customers of over 40 years, I feel sorry for new customers
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Review
#1722802 Review #1722802 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Preferred solution
a new stove

Sears - Repair Review from Washington, District Of Columbia

I have an 11 month old gas stove i bought from sears. On thanksgiving one of the burners would not turn off. I called sears and was told no one could help until the next day. I called first thing in the morning and was told the first time someone could come was on dec. 7. We had to push the stove out from the wall and turn the gas off so as mot to have a fire. The repairman came and said he had to order the part snd they eould fix it on the 18th of december. Outrageous. I will never buy another appliance from sears.
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Review
#746768 Review #746768 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
We bought a place with a Sears stove that didn't work. During the inspection, the previous owners were notified that it wasn't working and had Sears come out to fix it. We moved in, and it didn't work, so we had to call them again to schedule appointments. I hadn't...
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1 comment
David
Sears Response
#695945

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We would like to apologize for how your range repair has been handled, and for the unbelievably poor customer service that was provided to you throughout your experience. We would like to follow up with you regarding the concerns you brought up, and see what can be done to correct them moving forward. Please send the following information – contact #, screen name (Anonymous 437414), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#437414 Review #437414 is a subjective opinion of poster.
Service
Sears Repair
Loss
$500

Sears in Washington, District Of Columbia - It's a joke

This is a follow-up to my lousy Sears-provided Samsung fridge. 4th repair appt, never showed and then said I canceled it!! Rescheduled for Monday morning 8-12, because that was the only time they had. Did I get a repairman? No, I got a series of phone calls telling me I needed to call Samsung myself, despite the fact that my warranty is with Sears. Now they want to schedule me for yet another time -- this would be my 5th! I will wash my clothes on a rock and hang them from a tree to dry before I would buy any product from Sears again.
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1 comment
David
Sears Response
#673897

Dear Anonymous425021,

Hello, my name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the troubles you have been experiencing surrounding the repair of your refrigerator. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. We would like the opportunity to speak with you to ensure the issues with your delivery are addressed and hopefully restore your faith in Sears. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Anonymous425021), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Liz R.

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#425021 Review #425021 is a subjective opinion of poster.
Service
Sears Repair

Sears in Washington, District Of Columbia - Lousy products, worse service

Bought a samsung refrig that lasted 11 months. The first service person arrived 8 days after my phone call. He then had to order parts and scheduled the repair another 10 days away! The second repairman told me he couldn't fix it to ask for a replacement. He then left and wrote in his report that I had refused to order the parts (which were sitting on top of the appliance!). The third repairman never showed and wrote in his report that I had cancelled the service call. I am waiting for the 4th, having been without a working fridge for more then 6 weeks, and with them taking no responsibility.
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3 comments
Anonymous
#687104

July 25 and Sears has STILL NOT REPAIRED my lousy Samsung refrigerator. This started the beginning of June.

They 2x ordered the wrong parts, and the repairman has been at my house 5x. You would think they would have someone here first thing in the morning? But no call, and when I call they tell me sometime between 8 am and 5 pm. They then have the nerve to offer me "free consultations" on a variety of products, as if I would set foot in Sears again.

I am likely to have to buy a new one, but it won't be from Sears, ever, ever ever.

David
Sears Response
#673423

Dear Aliigoe,

My name is Brian and I am part of the Sears Social Media Escalations team. We are very sorry for the manner in which your refrigerator repair was handled thus far. We can understand how having multiple rescheduled appointments would be very frustrating for you, and we’d like to discuss some options we have to help make this right. Please send the following information – contact #, screen name (Aliigoe), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

Anonymous
#673432
@Sears Response

Brian, I waited 5 hours on Saturday with a no-show, and again on Monday, with another no-show while people argued about whether my warranty would cover it. Of course it was clear I had called while within the warranty period, so this was doubly frustrating!

But after multiple phone calls and misunderstandings, a woman by the name of Judy called me and sent a repairman this morning. Unfortunately, they gave him the wrong part number so the part sitting on my fridge for the last ten days was the wrong one. But he is very nice, offered to re-order quickly and I have another appointment. If it finally gets fixed I will be satisfied.

If not I'll be on this site again :cry. Alison

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With Official Company Response
Review
#424580 Review #424580 is a subjective opinion of poster.
Service
Sears Repair
Loss
$2100

Sears

In March 7, 2012, we contacted Sears to come out for a service call on a 4 year old Samsung 52" Plasma TV that originally cost $2,500 on sale. The technician did not show up on the day original told to us, but did come out the following day. We left the Technician to do his work in private while we ate are dinner. When the Technician was finished, he handed us an estimate of $249 for parts and another $250 for labor, which was on top of the $99 that was charged for him to come out. We were told we had 30 days to decide whether tofix the TV for them to hold that price. We did not feel that it was worth it, so we purchased another TV and gave this set to our grandson. My son opened the back of the TV and saw that the Technician had removed the part that required replacing. My son was able to replace it for $3.50. This is well below the $249 part cost. Now if Sears has a mark of of well over 9000%, then I'm surprised they have any customers. Then to add another $250 for labor for a job that should have been completed when the Technician was out there is unbelievable. Frankly, I believe this is closer to fraud. I attempted to discuss this with a manager at their service dept., however, I only was elevated up one department to an individual who doesn't give their last name only a number. Their answer was to reimburse me back $50 for the service call. Unfortunately, she did not realize it was about the money, it was about frauding the customer. Then she asked if I would use them in the future. Are you kidding me, I need to trust the people I'm going to and I certainly do not have any trust in Sears.
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Review
#330473 Review #330473 is a subjective opinion of poster.
Service
Sears Repair
I purchased front load washer and dryer about 5 years ago and had nothing but problems from the start. My dryer quit working the first week and they gave me a new one, I thought wow that was great customer service. About 2 months later my wife called me while I was...
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1 comment
Anonymous
#304548

To Mikepcr,

I am so sorry about the multiple issues you had with both your washer and dryer. I also want to apologize for the negative experience you had with Sears repair service. We hate to lose a customer over any issue but especially when it comes to issues regarding the quality of the product you purchased or bad service from an associate. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to resolve this and any other Sears issue you might have experienced. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the washer and dryer 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 (Mikepcr) 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

Review
#245344 Review #245344 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1600

Sears in Washington, District Of Columbia - Warranty repair did not come out to see problem.

My wife and I purchased numerous applainces from Sears in the past couple of years for our newly built home. I have seen the Sears repair man more than I want. My LG refrigerator has been replaced 3 times. Now my brand new LG top of the line washer has stopped washing in the middle of the cycle leaving water in the tub. The Sears techinician tells my wife over the phone of the procedure of getting the water out of the tank. We have been without the washer for 2 weeks and the techinician tells my wife over the phone he knows what is wrong with it and he is ordering the part. I am going to be extremely mad when the part comes in and it is n ot fixed. I will start purchasing my items from another store.
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Review
#229575 Review #229575 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1300

Sears lack of Service is Worst Ever

The Sears lack of Service contract is deceptive. Our washing machine needs fixing, but they dont have enough repairmen to fill orders, so we wait-wait. Has anyone been contacted by class action attorneys? or a State attorney General? It's only thing they'll respond to. One thing's consistent, no one connected with "Service" contract gives a darn about giving us service. Not the phone operators, or repair men, or people in HQ. And our contract states, OUR GOAL IS YOUR COMPLETE SATISFACTION; YOUR SEARS MAINTENANCE AGREEMENT PROVIDES COMPREHENSIVE COVERAGE "INCLUDING PROFESSIONAL SERVICE FROM SEARS HOMECENTRALtm REPAIR SPECIALISTS"
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1 comment
Anonymous
#613989

My wife and I have also been loyal Sears customers. Given our last Kenmore washer/dryer lasted 19 years and a garage/shred full of Craftsman tools, its been a family tradition.

Seven months ago, purchased new washer and dryer and watched a dysfunctional company at work: sales doesn't communicate with the warehouse which refuses to communicate with those who deliver product. In short, heartburn and missed delivery appointments. Surprisingly, the washer broke and witnessed the same travesty again. Repairman shows up a week later without the diagnosed part.

Orders part, but it never arrives at our home. A week later, find part won't ship for a month. To their credit, Sears offers to replace washer machine, but just like seven months ago, they make delivery appointments they fail to follow up on. We call "Customer Service" and they can't seem to communicate with the warehouse or the delivery entity.

In the end, we spent $2,400 and still have to visit the Laundromat.

My Kenmore Complaint Record is 6376280.

Review
#219300 Review #219300 is a subjective opinion of poster.
Service
Sears Repair

Contact Sears Customer Service

Website:
www.sears.com
Mailing Address:
3333 Beverly Road
Hoffman Estates, Illinois 60179
United States
Phone:
(888) 204-4019
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Sears "Customer Care" is disrespectful, unresponsive & wasteful.

As a long time customer of Sears, i was shocked at how poorly their "elevated" customer service group was at actually addressing my concern. Our washing machine broke while covered by an extended service contract. A technician visited to assess, ordered parts and collected a deposit (because his computer told him to even though he was pretty sure he didn't need to). Turns out he was right, and when the appointment was scheduled, I was promised a refund. Turns out that the parts arrived broken, then replacement, replacement parts were rush delivered but no repair technicians were available. Then one was available but needed a partner so he left. Two months later, Sears still has my money, won't return my calls and hasn't picked up the parts!
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1 comment
Anonymous
#209391

To Evollve,

I’m very sorry to read about this issue with the service and the parts delivered broken, along with a refund that you have not received. You shouldn’t have had this experience and for that I do apologize. My name is Dianne and I’m part of the Social Media Support Team. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the washer was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Evollve) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Dianne D.

Social Media Support Team

Review
#206078 Review #206078 is a subjective opinion of poster.
Service
Sears Repair