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Purchased a pool table in March. It is now June . Offered extended warranty contract, bought it, Table is warped balls roll all over.

First they were going to repair it. Told Sears will repair or replace. Then told no, Then told yes, Over and over and over.

We purchased the service contract as soon as we got the table. After we set it up and finally had time to play a few days later we found out the table top was warped. the balls rolled all over on their own.

We called and asked for a repair. Were told that there was no technician in the area that could repair the table and so we would receive a new one. When we called back and asked what was happening since a few weeks had gone by we were then accused of making up the phone call. When it was proven that the phone call was made - we were treated very rudely and told we were trying to cheat Sears.

We told them to come take the table back and return our money for the table and for the service contract, They refused.

Gave us the run around until finally some guy came - put a tiny level on the table. He said - yep its is warped, can't repair it.

Called Sears. Can't, won't replace the table because they don't have a table at the price we paid. In other words - if you buy a service contract on sales or discounted items it is just a scam to get extra money. They wont honor the contract and we are stuck with a damaged unusable table

Don't get the extended warranties on their products the aggravation and time lost isn't worth it.

Reading consumer reports and appliance reports on the internet, Sears customer service and warranty follow through is very poor. Too bad - used to be a great company. We bought only Sears appliances for over 30 years,

Will no longer do so. Actually got better service from Walmart & HomeDepot. Better service, better pricing too.

Since the repair is non-existent from Sears and you get treated rudely and it takes months to get....well nothing actually, don't spend the money on a service contract/extended warranty,

Here is an example - Good Housekeeping review of LG Service (HomeDepot carries:"The customer service expertise matches this pair's performance. Within two minutes, we spoke with a customer service agent, who gave us resourceful solutions."

vs Sears:

"Listen carefully when calling Kenmore's automated customer service line. With many options to choose from, like scheduling a repair, installation, and credit card issues, you may miss your selection. After requesting customer service, the agent wanted to send a technician out rather than suggest a solution."

In our case - it took months to even get a technician.

Product or Service Mentioned: Sears Repair.

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Sears Response

To Sam1,

I'm so sorry for the many ways that we failed you as a company surrounding the purchase of your pool table. The retail store, Sears repair, Sears service contracts, and other team members in our call centers failed to show you that we value you as a Sears customer. My name is James and I am part of the Social Media Support Escalations team at Sears and we would appreciate the opportunity to make this right. 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 pool table 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 (Sam1) 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

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