State: Georgia Product: Sears Repair Clear all filters (21 of 505 reviews match)
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Sears - Repair Review from Stone Mountain, Georgia

A very pissed off consumer! My refridgerator isn't even two years old & this is the second time I've had to get it repaired. Sears sent two different repairmen & all they did was tell me what I already knew,(MY REFRIDGERATOR IS BROKEN.) They told me it would be five weeks before my refridgerator would be fixed. As I explained to the woman in customer service I'm a mother with small children, five weeks is just to long of wait; her response to me was go to Wal-Mart & get a mini-fridge.
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Review
#680517 Review #680517 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service

Ext warranty on applainces thru sears

1.0
Details
bought a extended warranty on side by side refigerator it stoped working called sears i was told a service man would be there in 8 days.service guy checked it out told me he orderd parts and they would be here in 25 days .so that wil be 33 days with out a frig.there extended warranty is realy a extended repair but they are sorry.do you think they would go 33 days with out one.dont waste your money it sux!all i get is i am sorry i am sorry i bought the ext repair warranty and i am sorry i bought the same warranty on other applainces to probaly wasted that money to.i am going to give another retail store my money!
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Review
#604106 Review #604106 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Poor customer service
  • Warranty
Reason of review
Warranty issue
Preferred solution
Let the company propose a solution

Sears in Ellijay, Georgia - Replacement part

For about 50 years, when I bought a tool, it was a Craftsman. They fit nicely in my three Craftsman tool chests. That changed when I bought a Craftsman weedwacker. The wire trigger link failed. No problem sez I, just order a replacement part, total cost $4. It was not an OEM part, but Sears insisted it would fit. It didn't, not for me or the pro I eventually took the tool to for repair. Sears lost a life-long customer over a $4 part for a $160 tool. Now, I (And as many Sears customers as I can convince) buy Kobalt tools from Lowe's.
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1 comment
David
#931751

Hi!

We do not want to lose a lifetime member.

We value all of our members and would like the opportunity to earn your trust back. We would be more than happy to assist in anyway we can.

• Sears Facebook: http://on.fb.me/18CwSqp

• Sears Twitter: http://bit.ly/1BK1jbL

 

Both channels are moderated from 8am-8pm Monday-Friday and Saturday-Sunday 8am-6pm CT to happily assist our member's with any issues they may have!     Thank you, SearsCares

Review
#574455 Review #574455 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Poor customer service
Reason of review
Poor customer service
Loss
$3
Preferred solution
Tell me why I should remain a customer.

Sears in Warner Robins, Georgia - Horrific Customer Service & NO Accountability

2.5
Details
I have been asked several times why Andrew and I absolutely refuse to shop at Sears and their affiliated companies. (We have bought a few, small items from a local Kmart over the years due to convenience.) The few times Andrew and I tried to be forgiving and shop at a Sears, we have had ridiculous customer service. All this to say, the email below accounts where my complete unwillingness to support Sears and affiliated companies started. You will read in the below email how Sears at an associate, department, store, and then at a corporate level was completely unhelpful in resolving an atrocious customer service issue that went into the realm of criminal actions (according to my associates in the legal profession). Corporate response can be acutely summed as, 'Thanks for your email; better luck next time.' "I am emailing today to bring to your attention an incident that occurred over two years ago. It was and continues to be the worst and most traumatic customer service encounter in my experience. On August 5, 2008, I dropped my car off at Sears in Athens, Georgia, to have it serviced. My parents have regularly shopped at and contracted for service with Sears for as long as I can remember. While I was there, the technician recommended I have a belt replaced soon. I agreed to bring the car in the following week to have the work completed. Later that day, the belt broke, so I brought the car back to Sears to have the work completed. This is where the story takes a turn for the ugly. During my interactions with the staff to have my car repaired, I had to deal with a large, African American woman who worked in the Auto Services department. I thought her tone was patronizing and rude. I asked to speak with her manager. An older, Caucasian man told me he was the department(?) manager. He said he could not do anything with her, but that he would be happy to help me. I thought this was odd, but since I was eager to fix my car, I proceeded. At a later point in ordering the part and the repair, I had to deal with the woman again. I had decided to start fresh. She was again patronizing, rude, and even at one point reached across the counter to grab me when I refused to submit to her. She used her size to attempt to intimidate me. I may be a small woman, but I cannot stand to be bullied. She continued until I was on the *** of tears. I rarely cry in front of my family, much less in public. I walked away from the situation realizing that the woman was not going to stop in her aggression and her manager was no assistance. My tears alerted another store associate who contacted a tall, Caucasian man who identified himself as the store manager. I relayed the story to him. To my knowledge, nothing was ever said or done to the woman. I was never contacted by anyone to discuss the experience or apologize. I worked in customer service during both college and graduate school, and I would have never dreamed of treating even the most belligerent customer like this. I would have been fired immediately. I was taught that if I felt for whatever reason I could not satisfy the needs of a customer to alert someone higher on the food chain. When I came back to pick-up my car, the woman was still there and made a specific point to be super sweet to each of the other customers except me. Since it is a small area, it is difficult to miss when someone looks past you to speak to the customer behind you in line. I paid for my car repairs and have refused since then to step foot into the Sears in Athens or to purchase or recommend any goods or products related to the Sears Company. I think of how much money may have been spent there during my wedding and as my husband and I purchase items for our home. It is sad to think that I feel sick each time I come near a store that I grew up loving."
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Review
#544548 Review #544548 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
We have been waiting for a response from anyone regarding our broken refrigerator since the last repair visit on 8/16. Garth, the repairman gave up after two visits, claiming that there is nothing else that he can do. He reported to his supervisor who was supposed to...
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2 comments
Donnesha
#719109

My sister has a refrig with a warrenty. Its now been over 2 months while she is living out of a cooler.

I posted some of it on here.

was contacted by the "Social Media" person as I see everyone is and they called her yesterday to supposedly " make it right". I was just wondering if they did anything for you or just called to say " Sears Cares" and that they were "Sorry" for all your trouble.??

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With Official Company Response
Review
#445855 Review #445855 is a subjective opinion of poster.
Service
Sears Repair
Loss
$7000
My Craftsman gas blower stopped working after 5 months of home use. Craftsman did not stand behind their warranty and informed me I would have to pay $139 for the repair of the engine. A new blower costs $140. After further research, I see where engine failure is a...
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5 comments
David
Sears Response
#678621

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry for all the trouble you have encountered with your Craftsman gas blower. We understand how discouraging this failure has to be for you, and we’d like the opportunity to see what options we have to help make this right by you. Please send the following information – contact #, s the screen name that I have assigned you (Anonymous426107), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

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With Official Company Response
Review
#426107 Review #426107 is a subjective opinion of poster.
Service
Sears Repair
Loss
$140
Tags
  • craftman gas blower

Sears in Atlanta, Georgia - Debit Card Charged Twice for Same Repair

We had the service unit of Sears, A&E, out to repair our washer. The technician ordered the part and charged us $269.60. We realized that they charged us for a warranty plan without us authorizing. Next few days spent on the phone with outsourced customer service. Transferred eleven times over 1.5 hours. Finally gave up on $28.25. The next day, they again charged my debit card $269.60. Won't admit fault, claim they have processed refund. I have filed police report, FTC complaint, bank is disputing charge and I will file magistrate claim on Monday. Sears must be hard up to rip off customers. #willneverbuysearsagain
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1 comment
David
Sears Response
#667617

Dear fergrule,

My name is Edwin and I work with the Sears Social Media Escalations team. We apologize for the inconveniences created by our service repair department. We’ll be happy to look in this double charge and make sure this matter is taken care of to your satisfaction. Please send the following information – contact #, screen name (fergrule418940), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Edwin C.

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#418940 Review #418940 is a subjective opinion of poster.
Service
Sears Repair
Loss
$270
Tags
  • Taking no Sears prisoners

Sears Manager's Poor Attitude

I borrowed a van to take my lawn mower to the Sears store 832 Dacula, Rd, Dacula, GA for repair on 3 Feb 2013. The drive control cable came loose. They told me it had to be sent out and it would take about 4 weeks. I borrowed a van again to pick up my mower on 6 Mar, 2013 and used the mower for the first time on 16 Mar 2013. After about 30 minutes of operation, the cable that was repaired broke. I called the store and told the manager about the problem and that I had no way to get it back to the store. He said he could send someone to pick it up but it would cost me $40.00. I told him I should not have to pay for the pick-up. He said his store was not responsible for the repair and that he could not send someone out without a $40 charge. He also said that I should call the repair facility or another store if I did not wish to pay $40. I did not take my mower to the repair facility for repair; I took it to Sears and the idea that Sears has no responsibility for the repair makes no sense. The attitude of the store manager that I spoke to was insulting. I then sent an e-mail to Sears Customer Relations. I received an e-mail in return asking me to call their 1-800 number. After talking to two representatives, I was told that they had no control over the Sears store and they could put me in contact with the store manager; the same one I talked to originally. I have been a customer of Sears for over 40 years. Although customer service has deteriorated over the years, this is a new low. I should not have to pay anything to get my mower repaired again. I expect the store to pick it up get it repaired and return it to me. The $40 is insignificant; it's a matter of principle.
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1 comment
David
Sears Response
#626597

Dear Anonymous393719;

I sincerely apologize for your recent experiences with your lawn mower repairs and customer service. We can see how upsetting your inconveniences were after your lawn mower broke shortly after repair. We would like to connect you with our case management team to call you directly and discuss your experience and provide options to satisfy you as a valued customer of over 40 years. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the lawn mower was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous393719) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Christine R.

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#393719 Review #393719 is a subjective opinion of poster.
Service
Sears Repair
Loss
$40

Sears in Rome, Georgia - Worse Customer Service Imagineable....completely outsourced!!!

I waited for appliances ordered from Sears for 3 months. If that werent bad enough when I got mad enough to cancel my order the associates were rude and unwilling to help me. We had financed the appliances on Sears Mastercard and now are having to deal with getting the charges removed from the card. Everytime we call sears I get someone from another country. It is impossible to understand them. The company customer service is obviously overseas and every service such as delivery and repair is subcontracted out. Sears portrays itself as an "American Company" but Ive talked to customer service everywhere accept America! None of the departments communicate with each other so we get a different story every time we call about our situation. This has been the worse experience I have ever had with a company and will never buy from Sears again. I called another company locally and had my appliances in 1 week!
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1 comment
David
Sears Response
#566477

Dear Anonymous357474,

My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. We are truly sorry for the difficulties you are experiencing with receiving your refund from Citibank. We can help get you in touch with a supervisor with CitiBank if you'd like. Please understand that our stores do not outline the credit rules and guidelines and may not have even been aware of the account details. If you’d like our assistance with CitiBank, who handle all of Sears’ credit and financial matters, we'd be more than happy to offer our assistance and help resolve this situation.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Anonymous357474) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

With Official Company Response
Review
#357474 Review #357474 is a subjective opinion of poster.
Service
Sears Repair
Loss
$10000

Contact Sears Customer Service

Website:
www.sears.com
Mailing Address:
3333 Beverly Road
Hoffman Estates, Illinois 60179
United States
Phone:
(888) 204-4019
All Sears Contacts

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Sears reviews
I purchased a refrigerator from Sears in Aug 2011, it started leaking water from underneath June 2012. I called Sears 4 times and was passed around to several depts. finally talked to a service tech, said he would call back and schedule a time to come out/ never called...
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2 comments
Anonymous
#851674

I just saw this online and wanted to let the above commenter know that the leakage problem has forced Sears into redesigning the part. Please contact them and they will replace it for free.

My warranty was expired, my floor was wet and I thought the kids had been leaving the freezer open.

Turns out it is a badly designed drainage tube issue. Call 1.800.253.1301 and schedule an appt!

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Review
#344989 Review #344989 is a subjective opinion of poster.
Service
Sears Repair
Tags
  • service tech