State: Massachusetts Product: Sears Repair Clear all filters (17 of 505 reviews match)
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Sears - Repair Review from Shrewsbury, Massachusetts

1.8
Details
Snowblower used less than a dozen times doesn't work. SEARS solution??? Should have bought our extra protection plan...They will send it out to another state next week for an undisclosed amount of time for repair but offer no loaner. How does this help? It's the middle of the winter in New England! I repeated the exact same information to 5 different people over the course of an hour and the most they have offered is a $15.00 gift card. So, $850.00 later we are sitting here with a brand new CRAFTSMAN snowblower that DOES NOT WORK and the burden of shoveling snow all winter. DO NOT SHOP AT SEARS unless you are prepared to be treated very disrespectful ly. They do not value their hood customers.
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Review
#774384 Review #774384 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Damaged or defective

Sears in Billerica, Massachusetts - Warranty Replacement for Leaky Hot Water Heater

Leaky hotwater heater. 2 Years left on Mfg Warranty. Called for Service on 09/10/2015. Sears could not get anyone to look evaluate the problem until 09/21/2015. I am certainly glad that I called my own plumber first since he came right over and drained the hot water tank because it was leaking all over my basement. Both my plumber and my son who works for F.W. Webb also tried calling to get a replacement tank and Sears said they had to send their own repair person to evaluate the problem before replacing the tank. I was told we were going to be charged $99 for a trip charge, plus would be charged for the plumbers time to evaluate the problem and determine what parts needed replacement. We would be charged again for the plumber's labor when he returned to replace parts or entire tank. Who can wait 11 (eleven) plus days not to have hot water in their home. Amazing when I called to order a new hotwater heater they could have it deliveivered and installed on 09/15. Do not buy Sears products. This is the last time I would ever buy anything that requires service from Sears. It is no wonder that the company has financial problems. If they cannot keep their customers happy who is going to buy from them. This is not the first time I have had a problem with Sears services but it is defintely my last.
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Review
#700281 Review #700281 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Product defective
Reason of review
Warranty issue
Loss
$550
Tags
  • Sears complaint

Sears in Wayland, Massachusetts - Leaf blower broken while in for tune-up

I brought my walk behind leaf blower in to Sears for a tune-up as I have done many times before. This time it was returned broken with a note saying it was "dangerous to operate". I called, emailed, and wrote asking for a replacement or compensation. No response. They say that parts to fix it are no longer available. It does not seem right that they broke a machine that was working perfectly well when I brought it in, and now they simply walk away. There are a number of ways they could resolve this, but they do not. I have been a loyal Sears customer for 30+ years.
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Review
#697670 Review #697670 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Repair service
Reason of review
Damaged or defective
Loss
$250
Preferred solution
Let the company propose a solution

Sears in Dracut, Massachusetts - Terrible service

I bought a brand new snow blower in January of 2014. I used it for two snow storms in February of 2014.We had snow months later in November and I used it. The machine worked fine. I store it in my shed. In January of 2015 I could not start it. I could not even pull the rope or use the electric start because it felt like the engine was bonded up. I called repair services and the tech they sent proceeded to berate me and tell me how I messed it up and that it isn't under any warranty. I told him it is under warranty until 2016. He just looked at me and said that he doesn't know that. I asked him to stop berating and belittling me and if he could fix it it. He then went inside his truck for ten minutes. He came out and said to me" I told them that you are a very nice guy, but, they said it was your fault so I will not fix your machine. I called Sears and talked with numerous people. Everyone I talked with gave me a reference number that when I did call back the numbers were not valid reference numbers.I wrote to Sears to no avail.I finally got to talk with someone in customer service and they told me that the repair tech told them that because of my neglect they would not repair it. She also told me that as far as Sears goes it is in my hands and not theirs. I have been a customer with Sears for over 40 years. That just ended. I will never purchase anything at Sears again.
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Review
#601114 Review #601114 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Warranty issue

Sears in Wellesley, Massachusetts - TERRIBLE SERVICE - CANCELLED SNOWBLOWER REPAIR

1.4
Details
Sears is the worst. I grew up with Sears as an institution of trust and quality. It is no longer. I will never step into a Sears store again. They have a history of 1. lying about why things are not delivered after my waiting for 4 hours 2. ordering online for store pickup but does not have it in stock 3. cancelling a snowblower repair after waiting three weeks in New England's worst winter 4. having poor quality products and 5. being informed outdoor furniture needs to be assembled upon delivery GOOD BYE SEARS. In addition, the help and service representatives have no clue what they are doing and often do not use basic English.
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Review
#596418 Review #596418 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
many things
Tags
  • dissatisfaction
  • Snowblower
I bought a freezer a week ago and promptly filled it with $200 worth of food. When I checked a day later the food had thawed! I called Sears and they sent a repair man who said it couldn't be repaired. Now, Sears want ME to return it in order to get a...
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5 comments
Anonymous
#767521

Coldwater here again. After I posted my last comment the tech called and said they would install first thing in the morning (8:30AM).

He said the 269.99 installation charge may have to increase if new couplings are needed and a drain pan. He said some installation pkgs run 395 to include same. He said it has to be able to pass inspection. I told him the Sears tank that I have had without any problem for 12 years passed inspection in 2002, and codes here were the same as far as I know, and as far as on-line rep knew since he said he checked Ohio code when I ordered it.

2 Couplings cost about an additional 35.00 each, the tech said. The new pan then, it seems, if needed would cost 50.00 since when they are included in 395 install pkg, but I guess I was quoted and charged the more optimistic charge which sometimes is sufficient. By the way, the fine print on receipt does say there could be additional installation charges. So it is, what it is, or what it will be, I guess.

The guy who called from the truck was polite and said, would it be ok if we install your heater first thing tomorrow. I suppose I could have insisted they install it tonight, but I think I did the right and considerate thing. And after probably much needed rest, I may well get a better installation. I'll post the installation charge tomorrow after installation.

Hopefully it will not be more than I already paid, but it seems it could be 120 more. Any more than that, and I'll be ready to complain, for what it's worth, for sure.

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Review
#289942 Review #289942 is a subjective opinion of poster.
Service
Sears Repair

Sears repair service screws its customers

Currently on hold (23 minutes and counting) after a supremely frustrating experience with Sears washer/dryer repair service. The "supervisor" or whomever I was supposed to be transferred to, evidently hung up. This, after the following experience of "customer care:" (1) Initially, we spent 30 minutes explaining to a barely-English-speaking rep that our combo washer and dryer was not draining water. (Provided all serial #s, etc.) (2) We were given a date one week out for service, and told that we would require two repairmen to service the unit, based on its height (stackable) and the likely issue (pump). We were quoted a price of $129 for the two-servicemen visit. (3) A single repairman shows up for the appointment, verifies that yes, indeed, two men are needed to service the unit, but alas, there is no one available. (4) "I can return tomorrow with another person," the repairman tells me: "between 1 and 5pm." (5) I call the service center to verify, and they respond that NO, absolutely NO appointments are available for AT LEAST another week (i.e., Oct 31). And they continue to tell me, in barely-comprehensible English, that it's my DRYER that they show needs servicing. When I ask to speak to a supervisor regarding what date two repairmen are ACTUALLY available (so as to have someone at home during the day) -- you guessed it -- I get the ten-minute-plus hold and then the disconnection. I don't even understand why Sears is using repair services that try to do the job on the cheap. From the bumbling phone reps who would CLEARLY prefer to address clients in Spanish, to the hapless repairmen sent out to waste their time and customers' WHEN THE SCOPE OF THE WORK HAS BEEN DOCUMENTED...it's such a waste of energy and money for all. So now I'm stuck with a week's worth of dirty laundry, another week to wait to see whether the company gets the memo to send 2 guys this time, and no clue as to whether the pump can be repaired in one visit or not. I know that I will never, ever purchase any appliance through this company again. Their level of "customer service" speaks volumes. One more customer who will be sure to badmouth Sears at every opportunity. It's outrageous to me that there is no other way to rectify this process than to wait and see. Doesn't Sears realize that how its service vendors are chosen reflects directly on the company?
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1 comment
David
Sears Response
#365394

To Tstefflbauer,

I apologize for the poor service that you have received from several Sears phone representatives and for the issues that you are having surrounding the repair of your laundry center. I can certainly understand your discontent with the way your service appointments have been mismanaged. We value you as a customer and would appreciate the opportunity to help resolve these issues and to restore your faith in Sears. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair appointment is scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Tstefflbauer) 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
#270504 Review #270504 is a subjective opinion of poster.
Service
Sears Repair

Sears in Worcester, Massachusetts - Mgrs. don't care or return calls

I purchased a snow blower and it broke within 5 minutes. My wife and I had to finish shoveling the 18" snowfall by hand. Lot's of fun when your 62! It took a week to get a service tech to the hse and he found the problem to be a broken bolt installed at the factory. I'm sitting here as it snows yet again, looking at the repair parts that came and I'm told it will be another week to get someone here to fix it. I have talked to 3 mgrs. at the Danbury store, and I'm still waiting for them to call me back as promised and now left a message for the New England regional mgr this morning and still no return call from him either. I just finished shoveling for the second time today. They could care less about getting out here and fixing it. There motto should be "We make the sale and then forget about you". Run....don't walk away from Sears if you need an appliance or power equiptment. It's well worth paying a few extra dollars somewhere else and having peace of mind in knowing someone will actually try to give you customer service as it should be.
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Review
#215234 Review #215234 is a subjective opinion of poster.
Service
Sears Repair

Sears screwed me bigtime

i purchased a washer and dryer at sears. only after completing the $1200 sale did the sales clerk inform me this particular model was not in stock, and my delivery date was going to be almost a month later. on the delivery day they were supposed to be here between 1:15 and 3:15. around 2:30 i get a call from sears, the girl said she had direct phone contact with the delivery driver, and informed me they were running late, and would not be to my house until 4:00. ok, no problem. she was positive of this, i asked. i even told her i was going to run a quick errand. so i leave from 3 to 3:15 and while i was gone, the delivery guys showed, and left. when they arrived they called my mothers phone as a contact, she told them she would be there in less than 5 minutes, she lives right down the same street. they didnt wait.ten minutes later we were told the driver was already too far away to return. luckily, i personally contacted the private contractor who does the sears appliance deliveries, and he worked me into the schedule the next day. this girl having phone contact with the driver was ***, she does not. the delivery guys dont even know why she called, they were not even running late. sears is a huge multi store chain, there is no good reason to have to wait a month for anything they sell. and the clerk didnt say *** about waiting for delivery until i had already paid him.when i asked about delivery he came right out with a 3 week plus wait, he had already known this and let me make the purchase before telling me, he must work on commission, apparently.and you think spending $1200 plus would get me free delivery, no no, thats $75 extra.poor treatment,poor service. never shopping there again,for anything, not even tools. as a former auto repair shop manager, i can tell you alot of craftsman tools just don't hold up as well as, say snap-on, mac, or matco. sockets break under stress while a matco one does the job no problem. ratchets have failed me a few times. and the extensions with the little tab on the end so sockets don't fall off, those have broken on me with 2 out of the 3 extensions i have.at the shop i would go to sears once a month to exchange tools and get the free new one, and everyone else in the shop would give me the craftsman tools they had that broke,too. shop conditions are different than at home.things get rusted and stuck, stripped,etc. when youo work in a shop you need tough stuff. i had a craftman open end wrench snap right in half. i was using two wrenchs to remove a fitting, each one being forced in opposite directions holding them in my hands. i wasn't using a bench vise or anything. this wrench snapped in half and when my hand went sailing into the wrench that was in the other hand that didnt break with enough force to break my finger. that was a week of missed work.i have no need for sears. i bought shocks for my jeep cherokee. 40 bucks apeice, monroe gasmatics. 6 months later my front end shook bad. all the fluid had leaked out, both shocks were toast, and thats under normal driving, on road conditions.they wouldnt do anything as far as warranty, no refund, no new shocks, flat out *** out of luck.those shocks lasted about 4500 miles.even the smallest of shops would have done something for me.screw sears, they suck. never going back, good riddance.
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Review
#192637 Review #192637 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 Melrose, Massachusetts - TV BROKE

My tv from sears has been fixed 10 times in the last year and i still have the same problems. I was told by sears customer service juila that they will replace my tv due to the major repair problems and they have not. I have called sear to no avail and they put my on hold never to return to the phone nor return my calls. This hase been an on goind problem. I am very upset. I have contaced the executive office still waiting to hear back from them. I am very upset. I will never purchase anything from sears again. There customer service is terrible. There are alot of places to purchase quality items today.
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2 comments
Anonymous
#152087

We had our one year old hood microwave stop working and after 9 separate service calls they finally conceded that they copuld not repair it. They agreed to replace the microwave with a new one so on the 10th service visit they showed up with a new hood microwave that had a large dent in the side and did not work either.

So now we still have no working microwave after 10 service calls and get nothing but a run around evvery time we call Sears.

Each person you talk to tells you something different and they will not give their names or connect you with their Management to get this resolved. So after 10 lost days of work, $150 in service fees, and months without a working microwave, we still have nothing for our efforts and no committment to fix the issue by Sears.

Anonymous
#105710

tv only 6mo. old cannot get parts.

nobody will give you any answers on when they will have any, our tv has not worked for over a mo.

W.T.F i am about to take it back to the store and tell them to stick it in there ***! we are on a payment plan and if they cannot fix it I WILL NOT PAY FOR A PIECE OF ***!!!

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Review
#168106 Review #168106 is a subjective opinion of poster.
Service
Sears Repair
Loss
$3