State: Illinois City: Chicago Product: Sears Repair Clear all filters (11 of 505 reviews match)
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Sears in Chicago, Illinois - Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. Refrigerator is not repair yet after 5 weeks. Food loos has not been taken care.

I have purchased Kenmore refrigerator in 2011 and that is my biggest mistake, it start giving me some issue in 2014 only 2 year after and again I trusted company going down with unhappy customer and paid $251 to get one year extended warranty. Last Wednesday ( September 10th) technician came out and did absolutely nothing but ask my tenant to monitor temperature and schedule repair appointment if temperature above 40F which I did, last Thursday I made an appointment for today ( Wednesday 17th) and I received conformation call from sears day before but no technician showed up or call until 3 PM. So I called to check status and after talking to non-speaking English and rude sears employee I learned that no technician available to come today and no appointment available until next Wednesday ( September 24th) and that too no guarantee of technician available. I wasted my half day to wait for technician. Technician arrived 24th September on Wednesday and he was the worst as he said he does not trust thermometer which is measuring temperature and yelled me for asking any question. Then I received call from executive office to schedule more expert technician on 10/06 that arrived at wrong address instead of property where refrigerator is. I call customer service and they have yet to schedule any appointment. Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. I have more than $200 of food loos and wasted my time on call with rude customer service. As per service agreement if Sears cannot repair they should pay me $500 voucher and food loos is part of agreement. I am looking for $500 for replacement and $200 food loss. So far they denied to give me anything instead I received email that they I owe them $40.
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Review
#547213 Review #547213 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Loss
$700
Preferred solution
Full refund

Sears Repair Review

Called to have a repair on my washer that is under warranty...my scheduled appointment was going to be a month away. ..waited from 8 to noon no show no call...called sears to ask why and they tell me its going to be another month...absolutely unacceptable customer service. ..i will never spend money at Sears again
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Review
#540389 Review #540389 is a subjective opinion of poster.
Service
Sears Repair

Sears in Chicago, Illinois - Vacuum scam

I brought my canister vacuum to the Schaumburg Il. repair center after seeing a You Tube video with the exact issue we were experiencing. The video showed how to replace a switch to solve the problem but since I am recuperating I bought it in. Received a call a week later saying I need several new parts including a new wheel and wand for a total of $225. I told the rep that this 5 year old vacuum only had one issue (beater bar going on and off) and the video described how to fix it with a $20 part. He said he will ask the technician to look at it again with that information and I will receive a call back within 24 to 48 hours. That was 8 days ago. I emailed Sears 3 days ago with no resonse.
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4 comments
David
Sears Response
#707563

Dear Peterpar,

My name is Brian and I am part of the Sears Social Media Escalations team. We would like to apologize for the manner in which your vacuum cleaner repair has been handled thus far. Our repair costs are not calculated by time on a job, but are based on pre-set job code amounts. Nevertheless, we can understand how this situation would be concerning for you, and we’d like the chance to look into this more. Please send the following information – contact #, screen name (Peterpar), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Anonymous
#709191
@Sears Response

So now it is two weeks since my last call from Sears when I was told someone would be back to me within 24 t0 48 hours. To add injury to insult, I responded immediately to Brian at the "Social Media Team" and have received to response.

Sears has a huge customer relations problem as well as an ineffective repair center.

I used to rely on Kenmore products but I have lost all trust in them. My goal today is to send a letter to Sears Corporate.

Anonymous
#710689
@peterpar

Apparently the Sears Social Media Dept. ( see above response) is a ploy on the companies part to act as if they wish to resolve issues.

I responded to the reply above on Aug 27 and have sent two follow up emails and have heard NOTHING. I was at a party and was telling some friends my experience and apparently this is not uncommon.Brought my vacuum in for a basic

repair on August 13, received a call on August 16 indicating they would get back to me in 24 to 48 hours.

That was 19 days ago and I have heard nothing from the repair dept or the Social Media Group!! Tomorrow it is Better Business Bureau day for me.

David
Sears Response
#710926
@Sears Response

Dear peterpar,

My name is Susan with Sears Social Media Support Escalations team. I am a colleague of Brian's who posted to your original comment on this site. In researching your case, I see that your Case Manager, Debra, attempted to call you on 8/29/13 but there was no answer and no voice mail to leave a message for you. She next sent an email to you giving you her contact information so you could call her back regarding your vacuum issue. We care very much about your vacuum repair issue and would like to offer Debra's assistance to help resolve it. If there is a better telephone number to reach you, please email that number to SMAdvisor@searshc.com. I'm not able to provide Debra's contact information on this public forum but I will forward your post to her and ask that she attempt to reach you by phone again and to send another email to attempt to reach you. If her email is not in your email inbox, please check your spam or other folder. Thank you for reaching out again on Pissed Consumer and we look forward to speaking with you soon.

Sincerely,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#442785 Review #442785 is a subjective opinion of poster.
Service
Sears Repair
Loss
$205

Sears Service Stall

We purchased all our kitchen appliances from Sears less than 6 months ago. The dishwasher stopped working so we called Sears service for a warranty repair. They scheduled us over a week away during the holidays. They said they would be at our house between 8 AM and noon. At 10 AM on the day they were to arrive they called and said they wouldn't be there and added another week before they could come. When we told them that was unsatisfactory and asked to speak to a manager they hung up. We have not had a dishwasher since before thanksgiving and still do not on December 6th. The woman who called stated that because it was a warranty repair we would need to wait. I am through buying anything from Sears.
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2 comments
ambitious1535
#580882

When you say warranty repair do you mean a repair under a service agreement or the manufacturer? Also did they say a Sears technician would be sent out or a contractor like A&E Factory Services?

A big problem with Sears and their service departments is that even with a service agreement alot of service managers want you to go through the manufacturer first. In the past Sears Service would cover the repair themselves sometimes getting reimbursed from the manufacturer after the fact. But Sears being so cheap with it's vendors now has many agreements that the vendor/supplier will not reimburse Sears after the fact.

When dealing with Sears service always get dates, times, employees & numbers and service request/ticket numbers. Also be aware many service companies wind up closing or cancelling your service request so they don't get gigged for a missed appointment or overtime from the higher ups.

David
Sears Response
#579316

Anonymous1938

Please accept our apologies for the experience you have encountered with the repair of your dishwasher. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. I can truly understand how important it is to have your dishwasher repaired in a timely manner. Even more, I can see how frustrating it is to have your repair rescheduled and the level of customer service you have received when you contacted us. 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 a contact number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Anonymous1938) 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,

Liz R.

Social Media Moderator

Social Media Support

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Review
#365149 Review #365149 is a subjective opinion of poster.
Service
Sears Repair
Loss
$700

Sears Service

I scheduled a repair of my sears washer for which I have already paid an extended service agreement. The technician was scheduled for this afternoon. Before taking off work my husband called and confirmed that the repair tech would arrive between 1 and 5 pm today. Since the tech have not arrived nor called by 4:30 my husband called and was told that the tech would arrive before 5. At 5:15 my husband called again because no one had arrived nor called. At this point we were told that all techs were finished for the day and no one would be coming. I called customer service and customer solutions. I was on the phone for two hours due to transfers and dropped calls we the only solution being given was to go to a laundry mat and the earliest that a repair could be scheduled would be a week later. Think twice before buying an extended warranty. I have purchased them for years and rarely use them. Now I am finding that this is a way of getting money and not providing service when needed. You may also want to weigh your options before purchasing from Sears if you remotely think you may need their service. Customer service for Sears is horrible.
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1 comment
Anonymous
#514839

Sears process of handling calls for service, delivery and installation is HORRIBLE! In fact, so bad that I am sending my not-even-a-month-old appliances back.

Never had so much run around, lack of or nor communication. The local guy in Missoula, MT are great - it's the PROCESS that is horrendous. Will never buy major appliances there again. In the end, I would have had to take 5 days vacation days to have everything delivered, installed, and a minor repair service...

fortunately, I had help to be here... but never did have the service guy show up when he was scheduled to. Had a schedule time for 2 weeks in a row from 10-12... automated call in the a.m.

telling me he would be late but NO TIME OF WHEN HE WOULD BE HERE!!! AND THEN NEVER CALLED!!! Horrible customer service. The national call center does not know what the local guys are doing and visa versa...

Awful awful...

had to be on the phone at work for over 1/2 hour which caused me to have to go into work early the next day because I was on-hold for so long.. BUYER BEWARE!

Review
#329605 Review #329605 is a subjective opinion of poster.
Service
Sears Repair

Sears do not make scheduled repair appointments.

I bought a fridge from Sears. When it was time to deliver, they did not show up. They did this four times and all they can say is "We are sorry for the inconvenience. The last time I was so angry they promised they will send me a $50 gift card for my inconvenience. I have yet to see this gift card. Three separate times I was inconvenience. Now something is wrong with the refrigerator and they are not making their scheduled appointments for repairs and not calling to inform me they are not coming. I have another appointment today (my third). Sears does not respect people time nor are they courteous.
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2 comments
Anonymous
#286174

I did receive a $50 gift card from Sears Delivery but when I went to use it I was told it had a balance of zero. Numerous calls by me and by Sears associates at my local Sears resulted in being transferred to a number and the phone disconnecting.

I'm extremely dissappointed to read other complaints.

Apparently this is a standard of practice for Sears. To date, 5/14/2011 the issue has not been resolved.

David
Sears Response
#277091

Dear Sears do not make scheduled repair appointments:

My name is Susan and I am part of the Sears Cares Escalations team at Sears and I am very concerned about what I have read here. We would like 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 (and others) 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 (Sears do not make scheduled repair appointments) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Senior Case Manager

Sears Social Media Support

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Review
#233467 Review #233467 is a subjective opinion of poster.
Service
Sears Repair

Sears ships leaky washer - water everywhere.

Just took delivery of a Sears Front loading washer and it's leaking on the inside. I have 2 gallons of water on the floor. To top it off they took our old washer so now we have no laundry for a family o five. The plastic inlet manifold on the inside is cracked on arrival and spraying water everywhere inside the machine. Sears service says it will take one week to arrive and repair and they will charge us for the broken parts. And to think the reason I bought from Sears was the supposed good service. Peter Dunphy Fredericton NB Canada
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Review
#174100 Review #174100 is a subjective opinion of poster.
Service
Sears Repair
I recently had a horrible experience with Sears. I purchased a service contract #198594780800018 for a dishwasher for $204.99 and was told at the time of purchase that "we will service your dish washer and make it as good as new and if we can't fix it we will replace...
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4 comments
Anonymous
#89648

Our family had made many major Sears purchases over many years. More than three years ago we had a service problem with a Craftsman Lawn Tractor.

We were treated rudely and disrespectfully when attempting to get a resolution. Calls to the Sears Service Department,local store, managers, Customer Service, Corporate Customer Service and letters to Mr. Lempert did not resolve the issue. We have not made a Sears purchase in over 3 years and never intend to unless there is a major shift in how they handle customer service issues.

Sears does not care about the individual and they do not listen. This is the reason that they are in decline and will continue to decline until they decide to listen to the customer.

If not, I predict the demise of Sears. Look what happened to General Motors who treated their customers in a similar manner.

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Review
#161689 Review #161689 is a subjective opinion of poster.
Service
Sears Repair

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

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

Sears in Chicago, Illinois - Repair man was a no show

We scheduled an appointment of refrigerator repaif. The repair man did not show up, wasted 1/2 waiting for him. No calls till the evening when we were rescheduled to next day. In the mean time they lured us to buy insurance. Next day repair man comes, spend 15 minutes, changes a part (cost $10)and the fridge is working. The cost - $214. Upon talking to sears they gave us mere $50 gift card towards 1/2 day wage for an analyst at a bank. How do they justify the charge??? Now for a 15 minutes handy man job sears charges us $214 but they think a $50 gift card for an analyst earning 6 figures in a bank. They confirmed the appointment twice previous evening and still the repairman did not show up. Agreed that the previous job would have run longer than expeced but they give a bloody 4-hr window. The worst part is nobody called to let us know, everytime we called we got the same answer, somebody will be there shortly. I must have wasted so much time on the phone with these guys. I demand a better compensation, $50 just won't do it. If they don't give me more money, I will complain on BBB (http://welcome.bbb.org/). We all should do, may be that will teach them a lesson.
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Review
#118573 Review #118573 is a subjective opinion of poster.
Service
Sears Repair