Sears’s earns a 2.3-star rating from 2954 reviews, showing that the majority of shoppers are somewhat dissatisfied with their purchases.
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no heat for 6 days!
My parents bought a new Kenmore HVAC unit from Sears in September 2007 to replace our 35 year old unit. They got the master protection plan for peace of mind. Wednesday evening, 12/12/2007, our furnace stopped working. Sears would have someone call the next day by 3pm just to make an appointment for someone to come out. I called the next morning to see if i could expedite things, and i was told Sears did not have enough people to come out so i should find someone on my own. Friday morning PSE&G found that the circuit board would need to be replaced. If it was a PSE&G unit, they had the right part to fix it, but since it was a Kenmore unit, the Sears service people should have the part available to fix the unit more quickly. PSE&G would have to order the Kenmore part which would delay the repair. When I called Sears Contract Support, they asked PSE&G to go buy the part. PSE&G explained that the part has to be ordered but Sears should have it. The representative found that the Sears service people in fact did not have the part and they too would have to order it. She then said that since the unit is less than a year old that the company that installed the unit would have to deal with this problem. Why were we not referred to this company on Wednesday when this first happened? Basically Sears did not want to deal with the hassle of helping a paying customer. The installing company came out Friday evening and asked why we did not call them on Wednesday when this first happened. I explained the above. They too had to order the part and if they had known immediately, we would have had heat by Friday. I called Sears Friday evening and Saturday morning in the hopes of finding someone who could get us the part more immediately. We already rode out the ice storm on Thursday/Friday and a nor'easter was supposed to come Sunday. I kept getting transferred to different departments where the representatives either did not know or did not care to help. On Saturday, the Customer Complaints representative actually "assured" me that we "would not have heat today." What kind of assurance is that? I got transferred so much, I ended up speaking to one of the representatives twice. She gave me the final "too bad, it's the weekend" attitude and said no one could help us, it didn't matter that there was another storm coming and that we had no heat. By now it was too late and i just gave up. We got heat on Monday evening, 6 days after we lost it. That is truly unacceptable service, especially when we are paying extra for that service.
do not use sears.com!
I normally do not shop at Sears, but my in-laws are frequent shoppers there. I ordered 2 gift cards for them on Sears.com as Christmas gifts the day after Thanksgiving. Today is December 14th and I have not received the cards yet. I just spoke with a customer service rep who says that they just mailed my cards out yesterday, December 13th, and "hopefully" I'll get them by next week. I told her that these were Christmas gifts. She could not guarantee that I would receive these for Christmas. Again, these are 2 gift cards that I ordered THE DAY AFTER THANKSGIVING! She also said that since they had already shipped the order, they could not cancel it so I would just have to wait. I will NEVER order from Sears.com AGAIN!
Purchased Nintendo DSI XL at sears.com on December 04. I received a confirmation email that the shipment might not go out for about 10 days, and that I would receive notice. On the eve of December 23rd (5:30pm) I still had not received, so went online to track order status. Learned from tracking number that order had been cancelled by Sears on December 20th. Called Sears.com customer service. Service agent said order was cancelled because item not in stock. Service agent further said that they checked about a dozen other sources but item was not available. While keeping service agent on phone with me, I went online to Sears.com, where the item was showing “in-stock”.
Further, I went checked local Sears store availability online, where the item was showing “in-stock” at both of the closest sears stores to me. In addition, it was “in-stock” on Amazon.com, and I checked Pricegrabber.com and it was “in-stock” at 13 other locations online. So, Sears customer service basically fed me a load of BS, and Sears.com didn’t have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me.
Fortunately, it was “in-stock” at the Target 2 miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Xmas). I was on hold with Sears’ service agent more than 45 minutes trying to get a satisfactory apology – but never did. While I was on-hold, I took screenshots of all of the “in-stock” availability to verify the truth in everything I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit-card email I receive – basically to support that Sears never bothered to notify me in any way.
So, I guess the message is – if you purchase online from Sears, maybe you’ll get what you ordered and maybe you won’t, but don’t trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could care less. I’ll now copy and paste this message into every online consumer complaint site I can find.
It is so frustrating to deal with sears.com. I ordered an air compressor on December 14 for my husband for Christmas. Sears.com stated the item is in stock and expected delivery date is December 20 the latest. It is December 31st and I am still waiting. Sears service said they have to research and will take 5 to 7 business days for an answer. In the meantime I am stuck. I cannot cancel, re-order, nothing but wait and wait and wait. I will never to business with sears.com again. The service staff act like robots. They know absolutely nothing. They are a waste. Sears.com is a scam.
The Sears.com site promised free delivery of appliances purchased immediately. Once my order processed, I was charged $65 for "free delivery".
Moreover, I needed this appliance right away, since our home refrigerator quit over the holiday. When ordering, Sears.com allows the customer to enter a zip code and then is told when the next available delivery date is -- I was told 12/29/07 and selected that date.
When my order confirmation showed up in email later on, the delivery date magically moved to 01/08/08, a weekday when I am not home.
I called the Sears.com customer service line and explained my concerns. The woman who answered said there was "nothing she could do" and transferred me to Sears Delivery Dept so that my order date might be changed. The person who answered there said I would receive a call back within "24 hours" with any possible alternate dates.
Frankly, as I explained to both persons, I would never have placed the order if I had been properly informed. I find their site misleading to say the least. I would rather cancel this order, borrow a neighbor's truck, and go get one today -- but nobody offered to cancel the order. The website advises that my order is "in process" can cannot be cancelled.
So, they tempt me with free delivery, offer a delivery date which they unilaterally alter, and refuse to cancel the order. Whatever happened to the Sears I grew up with? This experience explains to me why they're sliding down the tubes.
I ordered a gift card on 11/26 (the Monday after Thanksgiving) and as of today I have not received it 12/21/07. I've made several calls to Sears.com and received the same number of excuses regarding why it has not arrived. Useless store, useless customer service- shame on me for doing business with them. Their customer service "reps" are not empowered nor are theytrained in communication skills. Here it is, December 21st and no gift card yet...nearly four weeks later. Luckily, I charged it on Amex so at least there was someone to complain to - they will now intercede - but I'm left without a gift to give. Amazing, how many compalints I've found about Sears in general on the internet.
kitchen reface
I am in the middle of a cabinet reface that was supposed to take 5 days. Sears sold me at an expensive price a kitchen reface with new cabinets. This project started the end of oct 2007 and it is now dec 13 2007, the contractors they orig sent out to do they cabinets messed them up so bad, sears had to send another contractor out to fix it. The orig contractors dropped my new stainless steel oven and dented it. Then the granite counter tops came. They are to small. They had orig sent someone out to measure apparently that person cannot use a tape measure. They have had to take them back now 2 x and try again. I have missed thanksgiving, my daughters 9th birthday and christmas is about 12 days away. I want them to discount me for this major inconvenience. This is not fair, it's not right. I have a family of 7 we have had to eat out which is very expensive and eat out of a microwave for more than a month! Help!
I HAD SEARS DO MY KITCHEN CABINET REFACE...WHAT A JOKE THAT WAS, HAD TO THROW THE GUY OUT THE FIRST DAY BECAUSE HE WAS WORKING INSIDE WITH HIS SAW AND NOTHING WAS COVERED. WATCHED HIM CONSTANTLY BECAUSE HE WAS JIMMMING ALL THE WORK TO GET BY. AT THE END OF THE CABINET REFACING (HE STAYED TILL 7pm EVERYNIGHT TO GET THE JOB DONE FOR HIS CONVIENCE. NOT IS NOT THE BEST...THERE IS SO MUCH MATERIAL LEFT OVER I CAN REFACE 3 BATHROOM CABINETS AND ONE HALL LINEN CLOSET. I HAD ANOTHER COMPANY GIVE ME AN ESTIMATE AND WAS AMAZIED WHAT WAS LEFT OVER. I AM NO IN THE PROCESS OF A BIG COMPLAINT AND THEY KEEP PUTTING ME OFF. I AM GOING TO TAKE PICTURES AND HAVE IT SHOW THE FOOTAGE LEFTOVER AND THEN OFF TO COURT FOR BEING RIPPED OFF JUST TO SEE THE JUDGE DROP HIS MOUTH.
sear did not notify me of the lawsuit concerning the washer.
To Whom It May Concern: On Thursday, December 6,2007 a qualified Sears technician serviced my Calypso Automatic Washer. During the evaluation on the washer while trying to determine the problem as to why the washer was not operating properly, the technician asked me was I aware of the class action lawsuit concerning the Calypso Washers. I informed the...
Read full review of Sears and 17 commentsappalling service received from sears
My complaint goes back 2 weeks. On November 24, 2007 I visited the Sears outlet at Cross county Mall, Yonkers, NY. The service rep was not at all proficient in the product I was intending to purchase (46 inch SONY LCD V3000). Late that day I met with the store manager to discuss the price match policy since Circuit City was offering it for a lower price. The Store Manager said that only if the product is in stock will they offer the price (This is not mentioned in Sears Price Match Policy). My family and I walked out of the store.
I continued to research the prices online and on December 5, I saw an online offer for KDL46V300 Sony and a Sony home theater Free with the purchase. I also read online that if I use my sears card I will get a mail in rebate of 10%. So I call the sears store at Cross County. The next 30mins of the call was the most awful experience I ever I had with a company that claims to be a Fortune 500.
My first call was to the service line [protected] where I spoke with Aaron (no last name since they are not authorized to do so), employee ID 14703. He explained to me that the offer was online and that he could help me place the order. Unfortunate it was middle of a work day and had to request him to assist me alter when I call. That's exactly what I did. At appx 2pm I called Aaron once again but this time the service rep (SR) informed me that there is no such person. The SR transfers the call to the electronics section at Cross county Sears. There I spoke with Mr. Tapley (no last name again). I will say with much confidence that he was the RUDEST person I have come across at Sears. He first informs me that when I called [protected] I was talking with a call service agent and that they are not Sears employees. Next he tells me that the offer is in-store only and after that he tell me that I cannot avail of the 10% Cash back mail in rebate since I am opting for the Home theater system. There was not an ounce of politeness in his conversation. I felt I had called a store manager at a Dollar-Store. After all of this I decided I needed more respect.
I called the sears 1-800 # and spoke with a complaint agent Stephanie (no last name) at 3:39pm on 12/5/07. After a 15 min conversation, she transfers the call to Ms. Tina (no last name and no department location). I spoke with Tina for another 15 mins and she explained that Juan (no last name, ID/Extension # 63753) at sears.com will assist me with the order. Juan informed me that I could purchase the TV online and that I was eligible for the Home Theater and the 10% CB mail in rebate. I informed him that I will place the order later that evening since I was at work.
Later that evening my wife and I logged into the site and placed an order for the TV and the home theater sys. We were quiet excited with the prospect of owning a 46" Sony LCD as is evident from the fact that we have been researching for a good deal since late November, 2007. Only if Sears could stop disappointing us.
Today in the morning my wife receives an email from sears.com (mail attached below) that one or more of the item(s) in our order were not in stock. They cancelled the order.
How is it that a firm known for it service integrity is unable to service customers and seems to do it's best to keep disappointing them every step of the way. My family has been making a lot of purchases from sears as is evident from the reward points. I must also state that your firm employs Service reps untrained to provide service. Some of my colleagues are now aware of the "service I have received" and this is definitely not helping the firm's reputation.
In the last 2 days I have seem to have analyzed the strategy Sears uses for its "grant a wish" offers. Here goes- Sears's offers a Sony TV and a Home theater sys (FREE) along with a 10% CB or no interest until 2010. However to get this offer you have to fight you way through rude and obnoxious sales reps. Then you are told that the Sony home theater sys is replaced by a Samsung sys (worth half of what is being advertised, 399 v/s 699). Nonetheless you place an order. The next day sears email informs you that the TV is out of stock (it was in-stock when you placed the order the previous evening). Finally, the winner: SEARS
Let me conclude by saying that I am glad I could use this email as a source of resounding my frustration but if sears has a heart (so it claims) I will hear from some senior representative at the earliest and help resolve this issue. After all Sears does "GRANT A WISH THIS HOLIDAY SEASON."
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been on the phone trying to see what my statis is concerning the replacement of my $2, 000 broken sitting in my livingroom tv. Sears tells me to calll sharp sharp tells me to call sears. No one has an answer for me. I have been on the phone now for 2 hours and still no answer. I am on the phone with the complaint office now for about 20 nminutes. I wonder if the rep left me on hold and amd went home. I am not likely to ever purchase anything from Sears in the future. I have never had such teefible servce with Sears in my whole intire life.
sears customer service is horrible!
Hello, I am new to Sears and for my first major purchase the experience was horrible. I need a new stove and had been watching the prices for weeks. I finally decided to go with sears because out of all the retailers they seemed to have the best price.
On Black Friday Morning I had my mother call sears to see if her sears card was still activated. They told her no. That being said we went to apply for one online. After we were approved I then proceeded to purchase the stove I wanted online, however when it came time to put in a credit card # I didn't have one to enter because I didn't get one after the initial approval online. I figured it was a mishap, and proceeded to go to the store to purchase my stove, and now a TV I was interested in.
When I got to the store to purchase my stove on black Friday. I was in NY and Live in MS and for some reason the sales associate had trouble placing my order and shipping it to another state. So I went home with no stove and no TV. I figured by now I would have received an email with my card information in it, however I didn't. That ends Friday.
On Saturday I tried again online and still I didn't receive an email so then I called the credit card company. They then told me that because I applied for a card online that I had to wait 7-10 business days for the card to arrive. At this point that wasn't an option because the sale price for the stove was going to expire on Saturday at midnight.
After talking to the credit division I decided to try my luck at another store. The associate advised me that since I needed the stove in a hurry my mom could do a rapid line of credit. This was a great idea, however during that process he was advised to call the sears credit division. When he called they told him my mom already had an account with them. This was very odd, since she just called Friday and was told they had no account information about her.
To make a long story short they told her she had to still wait 7-10 business days and we were not able to make the purchase. That's not the end.
Being very upset with this whole ordeal I called the presidents office to log my complaint. Upon calling I was directed to Sophia in the executive complaint department. Not only was Sophia RUDE but she basically insinuated that this was completely my fault. It was so bad that I had to hang up before I started to curse, because of her rude remarks. For example, she asked me if I understood hat she was saying I said I Hear you, I don't agree with you but I Hear you. And she responded I didn't ask if you agreed with me I asked if you understood me. I said I never said I didn't, however I don't agree with you. I was never rude to her, I tried no to take my frustrations out on her and she was just rude. Her comments were rude as well as her tone! If this is what you get at executive customer service, I feel sorry for the company as a whole.
This is my first experience with sears and this will be my last. I was going to wait for the card to arrive and then purchase the stove, but I will not in any way purchase anything from sears again. I usually buy most of my electronics from best buy and I will continue to do so. At least there I feel like a valued customer, I have never been disrespected by anyone in their store or online.
Not only am I through buying from sears, but I will be sure to post my complaint on every message board about how HORRIBLE sears customer service is!
Sincerely,
Aminah McKinnie
The complaint has been investigated and resolved to the customer’s satisfaction.
Well, yeah. It WAS your fault. The first thing you did was get your mom to apply for credit to buy YOU something. The second thing you did wrong was wait till the last minute to do it. SOME pre-planning would have made it easier. And don't blame Sears because Citibank (Who owns Sears Credit) is taking too much time. You sound petty.
false advertising!
I ordered a tv online thanksgiving night, item showed in stock and that it would be delivered to the store. 3 days later I get an email that says the item is unavailable. False advertising, they show a great sale price because they never intend on sending you the item. Salesman tried to bait and switch when I went to local store to check same item, 'oh we can't get that one but look at this more expensive tv!
The complaint has been investigated and resolved to the customer’s satisfaction.
On 12/29/07 – my husband and I were in Sears in Boise, Idaho. A nice sales associate named Seth helped us out. Seth mentioned to my husband that there was this great tool combo on sale that weekend only. I gave Seth gift cards to purchase this Craftsman 673 pc tool set and tool storage combo bundle. We took the receipt from the store and called questioning the status of this order a few days later. First I was told due to the holiday rush – it would take a couple of extra days. Then I was told that everything was fine – the entire bundle would be shipped. Next I was told that Seth must have pushed a wrong button because the tools were not on the order – this was offensive because there was 1 Add To Cart button. The next phone call I was told my order was hung up in the credit department, then I finally received my order confirmation. I called the store’s General Manager who assured me he would look into it. Two days later I get a call from Ricky – a manager at Sears stating that he had spoke with his buyer and tools were no longer available and I should call Sears Consumer relations. I called the GM at the store who told me I should review the TERMS OF USE link on the website which was interesting because his associate sold us the merchandise and call Consumer relations. I called consumer relations and spoke with a VERY RUDE supervisor named Gail – who offered to sell me one of the tool sets for $699.00 (apparently they were in stock). This lady actually said to me “you don’t expect us to honor this bundle price – do you?” My answer was yes because it was advertised that way. The associate at the store told us about it. She said that it was an error and “What part of what she said did I not understand”. I asked for a substitute product – and was told no. I do have a documentation of this ad if needed, I can fax it. I have never seen quite a scam like this or have I been spoke to in the manner Gail spoke to me . From the store, to the website, then to consumer relations – I was sold a product, given every answer in the book as to why I didn’t receive the product and spoke to COMPLETELY unacceptable manner... Oh yes and told to read the fine print. No email of error in advertising – just basically too bad.
I went to Sears and spent an hour picking out a stackable washer and dryer. Anyways, the black dryer that I had picked out had a sign saying $509.99 in front of it. To make a long story short the dryer really cosed $594.99 and they had the wrong sign in front of it for the white version of this dryer. When the manager was informed of the misprint he would not honor the price and was very rude about it and said if he gave me the discount he wouldn't make any money. He also walked away to help another customer I was talking to him. I was going to purchase over $1500 worth of stuff but after this I left the store. I will never again step foot inside a Sears store after the way the Manager talked to me. Sears has lost my business for life and I will tell everybody I know not to shop at Sears. Nobody deserves to be treated rudely and this manager was truly the rudest man I've ever met.
I too purchased an item on-line and only learned (via the order confirmation email) that it was out of stock after I placed the order. The item never arrived. Weeks later, I received an email blaming the supplier and claiming I should expect a refund. Down w/ sears!
On 4/11/09 a Sears2Go.com ad came out listing a 1468pc. tool set and storage combo model # CO505 for $494.99. On 4/13/09, the last day of the sale I tried unsuccessfully to buy it for this price. I was told it was an error and the price would not be honored. On 4/14/09 the price on Sears2Go.com was changed to $549.99. I emailed them to see if this was another mistake but got no response. On 4/15/09 I tried again to buy it but they would not deliver on the price. I contacted PriceMatch Sears who said they would not honor the price. On 4/15/09 I received an email from PriceMatch that stated after reviewing my emails they determined a Sears2Go pricing error occurred. They apologized and instructed me to place my order, respond to the email with the confirmation number, and a price adjustment would be made honoring the ad. After placing my order on 4/16/09 and emailing them back I received another email on 4/17/09 stating the order had been cancelled and the offer had been retracted. However, as of 4/18/09 my money has not been returned. They stated pricing errors were rare and unintentional but posting 5 different prices on that web site in one week is not rare and emailing me stating I could buy it at this price was not unintentional. They are practicing false advertising and taking my money for a product they do not intend to deliver.
failure to uphold warranty
Kenmore elite
Refrigerator
Model # [protected]
I appreciate your time and interest in helping me out with the problem that I have encountered with sears.
Back in 2003 I purchased an elite kenmore refrigerator, from the chapel hills sears in colorado springs, colorado. Two years later the interior walls started to crack and expand throughout the entire refrigerator. When the service man came out he stated that the cracks occur due to an excess amount of insulation. The only resolution would be to drill tiny holes on each side of each crack and fill each with silicone. I was not willing to have my brand new refrigerator that cost well over $2, 000.00 plus the 5 year warranty to be drilled and patched. I kindly demanded phone numbers in order to get a more realistic outcome. He offered and made the call to the one source dept. Through sears [protected].
That one phone call got the ball rolling we were given a
Ref # [protected] and case # 1085780. Within a week or so we had a brand new refrigerator of our choice delivered and set up. The original warranty was carried over to the new frig. This took place june 28, 2005.
Now two years later the second refrigerator exchanged in ’05, started doing the same thing. The interior walls are beginning to crack and some have already started to expand. I had the service man out on oct 31, 2007 and had absolutely no luck. He spent a good hour trying on my behalf to get another replacement. Once he left I made my calls to sears one source dept and got the same feed back that the service man got. Kenmore the manufacturer, created a partial panel for the side walls only to mend the problem. Keep in mind that this patch does not cover the entire wall and they do not have anything for the back wall or door. If this door would start to crack they would replace the entire door and the only way to fix the back wall would be to silicone and place a certain clear tape over each crack. Ridiculous!
I felt hopeless in my every effort to get through the customer service person, mel at the (One source dept). Not only does their repair kit sound ridiculous but it won’t stop the expansion of the cracks, they will continue even under the panel. This means that we won’t have their “energy star” product. Eventually the cold air will seep out and cause our energy bill to rise. Call me naïve, but isn’t cosmetic considered something superficial that is used to cover a deficiency or defect? In this case yes I want my frig to look nice but not to hide its defects. I purchased this product to be fully functional, structural and live up to its full performance level. This is what I paid for! It strikes me odd that this is the second time in a row that this has happened to us; the service man even stated that it’s an unusual misfortune. Mel repeatedly stated that there will not be another replacement due to the fact that the manufacture warranty is up after the first year. I brought it the mel’s attention that the original frig was replaced at two years. She just continued her broken record speech. Stating that I will not get another frig and that I can take their service for repair or live with the cracks. I tried explaining too, that this is not a
Repair it is just a bandage. This is not an isolated situation if they now have a so call, product to fix this type of problem. Why would they have invested so much time and money to come up with a product if they weren’t having other reports?
The service man stated to me that, now that sears and kmart have merged there has been a drastic decline of the good old, sears customer’s service.
Thank you for your time and effort to help me and my family…
God bless…
Shannon pfefferkorn
I have a sears elite with an icemaker problem. I am unable to find a serial # for this fridge as the plastic/metallic strip is off the inside wall. Does anyone out there know where to find a serial # for this fridge. I do have a model # for the icemaker as this will be the second time it has been replaced; I just replaced the one in the freezer now, in Oct 08. I am told it has a 1 year warrenty if I can find a Serial # for the refrigerator. It is a 2005 model, I think.
Thank you,
nancy.shively@insightbb.com
Elite Refrigerator down for approximately 2 weeks before we discover--at our second home. Call local Appliance repair--already know Sears taked 2 weeks to get appt. He looks and says compressor out--under warranty so call Sears.
After an hour or so on phone--finally get appt with repair two weeks hence. Have 2.5 hour drive to place so ask for appt time--told between 8AM and 5PM. REpair tech finally shows up and says Compressor bad--need to order--two weeks more--but plastic strip with model number not in Frig so no repair possible.
Sall Sears--no model number no repair--suggest they sold it to me so they have what they sold me--also suggested numbers should be somewhere else on Frig. No--can not warranty without the plastic strip. Ask to buy a compressor and I will have local install and they say can't sell because no model number. Suggest that the compressor surely would have a part number to facilitate replacement and no answer. No help.
Found what looked like model number and serial nulmber on rear of frig. Contacted Sears complaint dept. Reset appt for tech to confirm Sears model number and serial number on rear of refrig. the following week. But call before to confirm appt. Called before and given an 8AM thru 5PM time slot. BEcause fo weather left to go a day ahead so if 8AM I would be there--got to other house and recieved message cancelling appt. 2.5 hours there, 2.5 hours back and a days work lost.
No cannot get any response. So will have repaired bvy independent contractor and sue Sears--will sue for fraud and breach of contract. Ask for punitive damages. Am so tired ot this crap of ignoring what is right.
So it takes a year or so--they will have attorneys fees and costs to pay. I am partially retired, have a bit of time and may be able to have them see the light--doubtful but I can try.
a
sear card late and over limit fees and finance charges
I am disputing late fees, overlimit fees and finance charges with Sears Gold Mastercard. I have sent many letters and called there customer services, but in vain.
The complaint has been investigated and resolved to the customer’s satisfaction.
LOL, do not feel bad, Hutch kid! My husband and I each have Sears Citibank Gold Mastercards, and we have perfect payment records.
We each got a letter stating that they were raising our rates to 29.99 percent, and if we didn't respond, they would automatically cancel our accounts.
What the heck? Do they not need business? We each have 15, 000 credit limits and use the cards faithfully and pay religiously.
I called, and they refused to even consider reason.
Their loss!
We both cancelled.
It's not you... it's them.
I Just Received a Late Notice From Sears Citibank Mastercard (I was 3Days Late) They Raised My Interest rate to 29 Percent and also charged me 39.00 late fee . I Called them and closed my account. If You Have A Sears Master Card Issued By Citi Bank Close it as soon as possible. These people are CROOKS. I Will Use My Visa Issued by By my Local Credit Union From now on. The Rate on This is 12.9 percent. and i have been late on this once in awile and they never raised my interest .
Almost caught fire!
We brought a new Kenmore refrigerator and gas stove in Feb. 2004. We also brought Maytag washing machine and dryers first from another company. After having numerous problems with that i figured when it was time to get new appliances for the kitchen to go to Sears, my parents always told me that the Kenmore stuff was great, so that is what we did.
Boy am i regretting that decision since my house could have burned down this morning!
My husband gets up at 5:45 in the morning to go to work and i got up, and we smell this disgusting burning rubber kind of smell, so we turn the hall light on (we live in a one level home) and look down the hall and it is very hazy. After a few minutes of searching, we here this noise that sounds like power jolt of some sort so i call 911. The Edison FD comes and after searching the house they pull out the appliances and determine that the compressor and something else on the refrigerator almost caught fire. My husband works rotating shifts so if he didn't get up we would have still been asleep and would not have woken up for another 1 1/12, heck my whole could have caught fire! Besides the fact my 5 year old is now totally freaked out.
So right now we went to a local appliance dealer and brought a new refrigerator and that will be delivered tomorrow. And i called Sears and they are suppose to be out between 8 - 5 tomorrow to look at the almost burned my house down piece of crap and they better fix it.
But after reading everyones complaints, I'm very doubtful. I'm totally upset that this happened and I'm wishing and hoping this will be resolved, but from the sounds of it who knows.
Thanks.
The Koenig's
Edison, NJ
Same thing happened to me (today)... any resolution.
all broken shelves!
I bought a new Kenmore refrigerator-side by side silver and black for $1027.99 on 9/30/06. In Jan 07 I mailed a letter to Sears advising that a shelf has broken and fallen off. No response. 2 more shelves broke and fell and now all the shelves on the door are breaking and falling down.
R.M.
We also have a Kenmore fridge and all of the shelve/bins cracked at the same place. Definitely a defective design or crappy plastic.
These shelves are designed to fail. We have the technology and space-age polymers to avoid problems like this...it's ridiculous. "Be careful", they say? That's BS.
I purchased a Kenmore side-by-side 3 years ago. About 1 year later I noticed the top shelf was cracked along the edge on the plastic. I tried to put only light things on the shelf, but it broke and I tried to super glue it. That did not work. I now notice that the plastic around all of the rest of the shelves are cracked. I took the broken shelf into Sears and was told that there was nothing they could/would do for me except order another shelf for $150. If I replace all of the broken/cracked shelves will be $450 plus tax.
I've had 3 sears refrigerators and all of them now have had broken crispers and door shelves. After the door handle on one kept breaking, I called in for repair and without me knowing about it, the repairman wrote in that I was not eligible for renewing my warranty. Three years later is when I find out trying to renew. I would have had them serviced before it ran out. But I guess they figured that. I now buy nothing from them.
I bought mine in Ottawa Canada (Same YEAR)! Same thing happen... The first shelf was repaired under warranty. The repairman said it was my fault and to be more gentle!?! When I looked closely (after the warranty expired) All the shelves were fractured at the same place. I believe the quality of the plastic is really poor. I am extremely disappointed with the company so far.
Ann Karine De Grace
terrible service and double billing
I went to the Sears Optical office located in Manchester, NH on August 1st, 2007 for a routine contact lens examination. I had a horrible experience and it has proved to follow me even after my departure. I was more that early for my scheduled appointment and yet I was a half hour late in starting my exam. This was due to fighting with the less than helpful and bordering on rude receptionist about my benefits. I work as an employee for my insurance company and had to beg and plead for her to verify my benefits instead of just telling me it was “not covered”. Finally she did only after I made a scene in front of other customers. The insurance company confirmed with the woman that indeed, I was telling the truth. She was so mad she hung up on the insurance company and swore. After the visit she advised me all but $40 was covered and that she could not release my prescription or the contacts when they came in until I paid the difference. I did not agree but instead told her I would have to come back with the money. When I came back later the next week she gave me my contacts. I asked if I could have a paper prescription and she said the doctor was not in and would have to have him mail me one. I never received it and now I’m being billed for the $40 I already paid! I even mailed them my bank statement showing proof of payment with the first bill they sent me in error as she did not give me a receipt. They continue billing me and they now tell me that they are going to charge me another $40 in fees to transfer my account to a collections agency. Absolutely horrid. I would absolutely not recommend!
I, too, just had a bad experience at the Sears in Manchester, NH...
I came in during last night's snow storm trying to exchange a DIE-HARD battery from Sears, and because I had no receipt, or other info, the Automotive employee AND manager TURNED ME AWAY! (Did I mention the the battery was less than 4 months old?!?!)
I'm fairly pissed and am pushing for a change in the way the Manchester Sears Automotive Department conducts business. ZERO on Customer Service/Relations!
The way Sears can-at first-shrug off liability is that many of its departments are contracted.
refrigerator
We bought our frig in 2001 and for the past two years had to defrost the freezer every three months because the freezer drainager freezes and ice melts and drains water into the refrigerator. It is rediculous that SEARS MAKES products that is only good for only five years.
Make< Kenmore
Model, [protected]
Ser#, EL0721626
MFG date, 03-01
The complaint has been investigated and resolved to the customer's satisfaction.
My refrig went out twice the second time I called Sears out to repair. The tech came to my house and said that there was a $70.00 charge for just coming out and a $70.00 charge for dynosting the the problem. $70.00 to just walk in the door. Something is wrong with this picture. When he arrived the refrig was working because I turned the temp up higher. He said, it's working, I don't see anything wrong. You should invest in our $232.00 plan so this way if I have to come out again, you will not have to pay anything else. My husband the money and now I want to be reimburst for a job that wasn't done or completed. Now we have a freezer that we can't even put food in. I am going to call BBB because this is terrible. Sears shouldn't treat customer the way that they do. Now is not the time to cheat people out of their money.
On June 30, 2011, I received my new Kenmore refridgerator . On July 3rd it was repaired the first time for a leak from the ice maker water connection and now second appointment is scheduled for the same problem for Tuesday, July 11. The first repair technicians stated that the ice-maker water connection is made a bit cheaply. I tend to agree. He caulked the area with MY caulk, because, I feel they did not come prepared for anything. After all, you as a company always assume it is the users problem, right. It lasted eight days. This is highly unacceptable. I did purchase the "extended warranty" for more than $300.00; however, this is a brand new appliance which should not need any repairs. Possibly, Sears is aware of the cost it will take on for their cheap applicances. In reading the warranty, I find there is a "lemom" clause - if the same part must be repaird 4 times in one year. Now I have water damage to the adjacent cabinet, thanks to the water from the leak. I am mad, upset and don't know how to recouperate my losses thanks to Kenmore, Sears and useless technicians. Will send photos if needed, but the "technician" will be here tomorrow. Please advise on how we will take care of this catastrophe.
third time sears has come out to fix our refrigerator, still not cooling.
first service call-- did nothing but chip away the ice buildup. please keep in mind that this is a new frost free refrigerator.
2nd service call- placed a after market heater into the drain tube because the ice build up continued. still not cooling.
3rd service call- still not cooling- placed aftermarket sealer around the ice maker hole and replaced the defrost controller.
each time this has happened we had to throw out food that had spoiled. we have this at it's coldest setting and can not get the fridge below 40 degrees. the tunnel between the freezer and refrigerator keeps filling up with ice, the prevents the cool air from getting to the lower section of the unit(refrigerator).
As of today we are still waiting for our sixth visit from a Sears Technician to fix our Kenmore refrigerator. We have been without our refrigerator for six weeks. The customer service center is obtuse. They don't communicate very well, nor do they seem to have any record of your call history. They do not give you a call center number to refer to your case and you cannot speak to a manager about coordinating the service call. They can only set up an appointment. The technicians are also obtuse and are not properly trained. The technician, I'll call him technician number 2, after visit number 4 said honestly, he did not know how to fix the refrigerator and he would send out another more experienced technician to our home the next day. After he assured me that the appointment was all set, technician number 3 reporting for service call number 5 failed to call or show up. I guess they didn't train in appointment scheduling either but I digress it all started with Technican number 1 on visit number 1 apparently he could not fix the refrigerator and blew out the "board" . He subsequently quit the following day. Sending in technician number 2 for visits 2 and 3 didn't fair up much better. Oh did I fail to mention that visit 3 was as a result of my being on the phone with my bank when good ole' customer service called to make sure I was home when they called on their 800 number I did not take the call that second. Good ole' customer service left a message I called within minutes but, alas, they said I missed the appointment. They would try to locate the dispatch but to no avail. When I asked in what country the service center was located, they refused to tell me for security reasons. So that is why visit 3 was scheduled. Service call 3 and 4 was a disaster even after having every refrigerator part known to man waiting in my hallway from various UPS shipments (they deliver the parts fine) my refrigerator was still not fixed. Visit 5 was a no show so now I am on the 8 to 5 gamble that visit 6 will fix it just one more time. It is a total crap shoot at this point. At this point I will drive the fridge to Sears and set it on fire. Maybe we will get some attention!
We bought a Kenmore front loader from Sears around 4 years ago. Last week it started shaking and making an aweful noise when spinning. We replaced the shocks and it still did the same shaking. We found out that it was the spider assembly that was shot. Come to find out that Sears does not sell the spider assembly without the drum, which is almost as expensive as buying a new washer. To top it off, I found out that the spider assembly is made of aluminum and the drum of steel. The two metals do not go together. They are made to corrode in a few short years. Shame on you Kenmore. And shame on you Sears. If you go to youtube and type in "why my kenmore washer died", you will see that this man took his washer apart to show you why it failed. It took 6 years for his to break. Only 4 years for mine to break. Don't buy Kenmore front loader. I would never buy any brand front loader again. I'll do my homework next time I buy an expensive piece of equipment.
I'll try. to keep it short. I needed more freezer space. Sears had a sale of freezers so I found a nice 15 Cubic square foot one and purchased it. The saleswoman was awesome and I figured I'd pay to have them deliver it cause I somehow doubt that I could carry it by myself. Delivery was set for the next day (today) and the saleswoman said that the delivery people would contact me to set up a delivery time.
I did get a call that I missed due to being in the shower and they chose a time at perhaps the one time that wouldn't work (9:00-11:00 AM). In the voice message they also said that they were closing and to call the next day if there was any issue with the time and so I did at 7:30 am only to be told that they could in fact NOT change the time and that I would have to make arrangements to be here. Upon my protests I was transferred to another person (not another department mind you, nor was it a supervisor). After being told the same thing again, I requested that my sale be canceled all together. The representative then said that I was being a difficult "###" (yes she called me an ###) and that I needed to make arrangements. I requested to speak to her supervisor. She refused. She also refused to give me her employee ID number for some time or her name. She eventually gave me the following information, employee ID [protected]. She claimed her name was Linda, yet her voice did not sound remotely like a woman's so I am not even sure if any of the information that was given is eve true. She still refused to allow me to speak with a supervisor and informed me that a new delivery fee would be assessed if I was not here to receive delivery.
What happened to Sears, it used to be a great company that took care of its customers.
Hey, this is so cool. The repairman came and fixed my freezer/icemaker last week, for the second time. Tonight I am wiping up water and plan to go to the store tomorrow to have Sears come get this piece of junk out of my house. It is leaking for the third time in 3 weeks.
OMG this is what happen to our Refrigerator Kenmore same make and model #, FROST free it is no, t and will cost a bundle to fix, why bother I will go to Best buy and get a new one, I will not purchase a Kenmore product again. Sears got the money and now will not back their products, they will send out a handy dany repair person to rip you off some more>
If you have a Master Protection Agreement they will reimburse you for the 6-weeks without a refrigerator as well as for any spoilage of food (up to $200 I believe). In addition, if the same problem has happened more than 4 times you are eligible for a new refrigerator.
However, all of that only applies with the Master Protection Agreement. Otherwise, you have to go with the manufacturer's warranty -- and Kenmore products are not made in a "Kenmore" factory. They are made by GE, Whirlpool, etc.
I think Sears has good appliances -- but I wouldn't walk out the door without a Master Protection Agreement. Worth it for the free yearly maintenance check alone in my book.
So many times that we just bought food to put in the refrigerator only to find that it almost went bad because once the ice forms on the inside of the fridge, it stops keeping a cold temperature. Has anyone experienced that, where the fridge stops getting cold because of that?
I left sears a dissatisfied customer!
On Monday November 5,2007 I attempted to return a faulty GPS Garmin 530 that I paid $324.00 for. I had my receipt of purchase and presented it to the Manager there Mr Ken Schram. Mr Schram said that he was sorry but he could not exchange or refund or credit my Sears acct and I left SEARS a DISSATISFIED customer! I am appalled that SEARS sold me a faulty item and now won't exchange it for a new one or credit my SEARS acct with the $324.00 I have notified GARMIN of the situation and I want results!
The complaint has been investigated and resolved to the customer’s satisfaction.
The return policy for electronics is clearly stated on the bottom of the receipt. 99% of cases where an item is not refunded the customer fails to understand the return policy. 30 day return period for faulty electronics, 1 year limited warranty (dealing with Garmin)... other than that, the only other explanation is if the product was physically abused/damaged. Expecting Sears to offer a refund for an item that went through a washing machine (for example) is ridiculous, regardless as to how long you've had it.
Andrew
air duct cleaning mistake!
I had air ducts cleaned out on 10/25/07, furnace working great! for approx. 1 week turned up thermostat (house did not get above 65 degrees) thought it was the thermostat, so i had a contractor look at it maybe put new one in. he said problem was all dirt from air duct cleaning was blown into furnace therefor shutting furnace down. Sears who originally cleaned air ducts claims they didn't do it and have promised me for 2 days they would look at it. as of today no one has shown up. I have children in the house they need heat. Sears if responsible for getting the furnace working again and they wont do it. Stay away from this company!
bad experience with sears!
I have a 42" plasma Haier tv that I bought from Sears last year 6 months after I bought it the tv failed. I called Sears to come fix it. It took the 3 months to come out to fix it and when they did the assured me that the problem would not occur again. Here it is less than a year later and the tv is again down. I called Sears they referred me to Haier. I called Haier and they referred me to call Sears. After talking to 3 different managers I was told to call the regional director of repairs Tim @ [protected]. He told me they would not do anything about it and when I protested he said "I guess you cant hear too well We will not cover it!" and then hung up. Sears is knowingly selling faulty products and then blowing off the customer when they complain. I will never again deal with Sears for any needs I may have.
absolutely atrocious experience
My experience with Sears has been absolutely atrocious. We have a Kenmore top of the line dryer we purchased at Sears and one of the MOST important features does not work. We have been complaining about this since we bought it. To compound the problem the service program has a very un-friendly customer service policy. When scheduling a service call they only provide an 8 hour window. In a dual income family someone has to take a day off. That would be survivable if the problem was fixed during the service call. The autodry function on our dryer is not working properly. You can stop the dryer after 30 minutes and the clothes are very hot to touch and dry. The dryer will continue to run for up to 1 1/2 hours if it is not stopped. The clothes are always dry prior to that time. We have had a service tech tell us not to use that feature and just time dry. With all due respect that was one of the main reasons we bought it. I would like for him to buy a car that doesnt turn left and tell him just to make big circles to get where he needs to go. It is ridiculous. At another visit he replaced the "board" inside and it worked for about a week. The worst visit was this most recent one. Again we were given an 8 hour window. Both my wife and I had to work so we had a friend open up the house for him. We had left a DETAILED letter describing what the dryer was doing. 40 minutes after being let in the house he called to tell me it was working fine. I asked him if he ran it through the cycle, his response "I ran it over 30 minutes." I told him the problem is the dryer won't shut off when the clothes are dry. Then he said he did run it through the whole cycle. I reminded him he just told me he ran it about 30 minutes. He then said no "he ran it until it shut off." In the 1 year we have had that dryer it has never shut off in 30 minutes on auto dry. At that point he said his service time was up and he needed to leave. I told him my work is less than 10 minutes away and not to leave. He said no I have spent enough time already. I was literally locking the door to my store and getting in the car when he hung up. He told me he would stay a few more minutes. I was home in 6 minutes. He was already gone, not to mention the friend who was there said he left right after getting off the phone with me. I called his cell phone # and left a message telling him how un-professional I felt that was. Then I called 1-800-4my-home. They apologized and said that would log a complaint. I told her I wanted Sears to come out her pick up the dryer and replace it. She said they couldnt do that. I told her fine, let me speak to your supervisor. She said I couldnt that she was in charge of my account. I asked to schedule another service call and she said I couldnt until this call was closed. She told me I could try to call back in an hour and schedule another one. We went round and round, I wanted to speak to someone with more authority and apparently Sears is not equipped for that. Sears is fully insulated from their customers. I did not share that information with her, but that was my feeling. Finally, after 10 minutes she gave me another 1-800 number and I spoke to another lady. She again apologized and informed me that the lemon promise does not cover our dryer because it has to have four breakdowns. I told her we are still on the second because no one will fix it! I hope anyone reading this understands what I mean. She then told me she COULD schedule a lead service tech to come out between 8-5 on Monday. Now I have to take a full day off because we have no idea when they may show and I can not trust them to actually try to solve the problem. This marks the 3rd full day I have taken off from work for this dryer! I told her if they could just give a 3 hour or four hour window that would be better than a full day. Nope Sears can not do that. I got an earful of what Sears CAN NOT DO. So far all I have received is apologies. I do not need or want an apology. All I want is what I paid for. No more and absolutely no less.
This is on your website "if we are unable to fix it due to unavailability of functional parts or technical knowledge." In addition to "Quality service provided by Sears Parts & Repair Services professional repair specialists" and "Convenient service available in-home or at a Sears Parts & Repair Service Centers."
After I got off the phone my mom called to check on the repairs, since she was familiar with the issue. I told her about my experience so she decided she would call Sears. She was upset because she had bought the washer and dryer for our Anniversary. The lady she talked to said that she would call the technician and have him come back to the house and look at it again this afternoon. I told her I would try to get someone to cover for me at my store so I could personally be there. I could not get someone to. At that point my mother offered to take off from work and drive the 30 minutes home to meet with him. After about 35-40 minutes she called Sears again to find out the status of the technician. This time whoever she talked with said "most likely a technician would not come back to the location." Now we have been lied to again by a representative of Sears.
I have NO CUSTOMER SATISFACTION with the way this has been handled. After hearing all of the things Sears can not do, I have decided what I can do. If I am not satisfied after our service visit Monday, and another day off of work, I will do the following: mail a copy of this letter to the Hartsville Messenger, Florence Morning News, and the State paper in Columbia, SC. I will attach a suggestion on running a series on consumer satisfaction after the money is taken. How do companies take care of their customers. I will also share my accurate story with all of my friends and family members and use every opportunity to direct them to a company that will stand stronger behind their service agreements then the paper it is printed on. Yes, at this point you are dealing with an irate customer. We have been patient and dealt with our dis-satisfaction. However, our patience has eroded. DO NOT OFFER another apology unless it comes attached with a solution. Not an offer of help at your convenience. You have my contact numbers and information.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am sorry these people are having this sort of a problem with Sears. In my personal experiences I have had only the best possible service. However, it was not in a Southern State. I was on the West Coast and customer service seems to be better. I have had problems here with other things that amounts to the customer service being problematic, that is why I am wondering if it is a "Southern" attitude. If I had the same problems, I would request my money back and return the dryer. If the dryer does not shut off as it is intended to, that could be a safety issue in my opinion. As I am currently without a working washer and dryer I appreciate the input from these parties.
I can totally sympathize with the frustration this gentleman is experiencing. I’m in the middle of a similar issue with Sears over a dishwasher. I will NEVER do business with this company again and will warn anyone thinking of purchasing an appliance through Sears to rethink that decision. In the long run you’ll pay the price of inconvenience, poor service, extended time away from your place of employment, and lack of satisfaction, no matter what a “good deal” you think you are getting up front.
rude managers, bad service!
Sears Portrait Studio - www.searsportrait.com I recently took my daughter to get her pictures taken at the Newport News, Virginia (Yoder) studio and was VERY UNHAPPY with the manager (Julie) who I've had a problem with before regarding my appt. being delayed a hour in a 1/2 which she in a rude manner said "we're trying to get to you as soon as we can" and...
Read full review of Sears and 23 commentspoor service
I have had problems on several occasions now with sears 4 my home service. Today is no exception. I set up an appointment for the morning with my taking off of work. The service person does not show up nor call. Last week i had an appointment set up for the same problem. Nobody from sears called. Finally i called and found out that i would have to reschedule, because the service tech assigned to me called in sick. I don't understand how a large organization can schedule, and not have other techs available, when one tech calls in sick.
I have also had problems with a tech coming out on no less than 3 - 4 occasions and replace the same part, when it did not fix the problem. On top of that, his people skills were very lacking. Finally, i got a different tech, who fixed the problem, which did require replacing a more expensive part in my washing machine.
The complaint has been investigated and resolved to the customer’s satisfaction.
Since August 2021 I am still waiting for Sear's to issue me a refund/credit for my refrigerator which I had insurance on. I have been given the run around for months and every time I call I am never able to speak to a supervisor. Every time I call I get promised promised that my credit will get escalated to a supervisor but some how the previous person I spoke to did not get it done. They are a able to see my notes on all the times I have called and what was supposed to happen but as of yet I haven't gotten anything but broken promises.
Do not buy their warranty. My microwave broke and the inside spring broke so now it will not work. I actually had a repair person out when I had to have my fridge fixed (that was another fiasco) and he said it would be covered. I had to spend $75 for it to not be covered. When I had my refrigerator fixed, it took 6 weeks to get them to come out and another 3 for the repair appointment. Per the repair man, its a known issue with the Kenmore and he had a truck full of compressors that he replaced. I told them it was the compressor over the phone as my repairman had already been out but no, they have to come out to dx it then come back again to fix. Today, the repairman for the microwave was supposed to look at 3 items, he said they only input one item. So now I have to pay again for another repairman to come out. Today, the appointment was between 8-12 and he showed up at 1. Now I have another appointment and will require me to be there again from 1-5. Do they think we have all the time in the world to take off work to wait for them? Especially when you made an appointment thru Sears center, the person input it wrong and only put 1 item in for service and now the provider says too bad, they don't see an appointment for 3 things. I am not impressed at the cost, I should have gone with a home warranty from the realtor again. I do not recommend Sears products, their warranty or their service provider.
Had my roof replaced December 1. Job was not good, even though it was inspected "by a 3rd party" inspector. He was a photographer for them, nothing more. Still finding nails all over the place. Wish this was my only complaint.
Paid a lot of money for this roof. Probably much more than I should have. Some of the shingles have not laid down and many are puckering all over, especially out front, which looks terrible. The ridge vents look like a saw tooth. They have also not laid down. The installers dented my gutters. This job looks to have been done by total amateurs. Funny, that the salesman commented on how terrible of a job PJ Fitzpatrick did next door? Their installation certainly looks much better than mine. Maybe he should take a look at his own work?
In the rear, a section of roof replaced looks awful over my bay window. The shingles do not meet the J-Channel, which I am sure will lead to problems in the future.
Have attempted to get this rectified by the salesman/project manager on several occasions, through email. NO RESPONSE to date. I will never, ever recommend sears to anyone, nor will I ever deal with them again for home repairs. I was given a 50 year guarantee, but can't even get a simple reply to my issues. How will they respond if I have real issues in the future? It's little wonder Sears is going under.
Given, that I have received no response to my complaints, I have no alternative, but to submit my complaints to the Better Business Bureau. It won't be pretty. I did advise the salesman I was going to do this months ago, but apparently, he or Sears does not care.
this service, for my home is despicable, and unreliable. let me share my story, my elderly sister in law takes care of my down-syndrome brother in law who also suffers from seizure disorders and alzheimers. their heater has been out for one week and also its very cold in this region of the suburbs of Clifton heights. these people told my sister in law that they would be out 12/27/2017 and she just now receives a phone call that they will not be out until after the holidays!, January 3! really is this how you treat your customers who have a contract with sears? how long do they have to be without heat in this, the coldest part of the season? these people should be held accountable in some way shape or form. my sister in law told these people the situation but all they could come up with is a "sorry." she is now using a space heater and the stove to heat her house, waiting for these people to come out. sears deserves to be out of business.
Made an appointment weeks ago for Sears home repair to come out on October 12, took the day off. They call me at 12PM to tell me I have to reschedule due to a scheduling discrepancy and now I have to wait until November 9 to get my appliances repaired. This is ridiculous and pathetic.
Sears is the worst their repair, service and parts department been without my refrigerator for parts as they say is on backorder and yet I can find the parts on line for next day delivery and then they insult me with a $40 gift certificate for K-Mart or a Sears purchase. Been a customer of Sears for 30 years NEVER AGAIN will I buy anything from them.
Sears 1-800-4-MY-HOME is a nightmare. Our glass front on our range oven blew out. We have been given complete Bull. They claim the glass is for decoration purposes and it does not interfere with the oven usage. This person LESLIE extension 8242 told me to turn it on. I told her to send a service person out to see if it works. I was not going to get more glass in me if the second glass decided to blow out. Do these people realize how stupid they sound? The way they want to end the problem is to send me to the cancellation department so I have no warranty at all. This is why SEARS is going into the toilet.
called to get my garage door opener fixed less than 1 year old, called 18004MYHOME, and they were great, answered my questions, scheduled my appointment, but then no one showed when they were supposed to? they finally called and stated that they would need to reschedule appointment can't make it, okay we reschedule, no one shows again, call to find out why they state that they did call and someone? canceled appointment, so I am getting frustrated called again to reschedule wait a few days and service tech shows and states that "Oh this is warranty work, I cannot confirm warranty work" need to call 18004MYHOME again! to schedule another appointment... must have talked to 8 different people on the phone it was wrong dept, cant help you, phone hangs up, you have to pay for service, until again Jose tells me he can help, schedules someone to come to my house the next day, he is baffled, at what I have been through so far, assures me all will be fine, next day NO ONE SHOWS! call back to find out what's going on, lady states my schedule was cancelled and that we need to call back and let them know that this is warranty work, call again speak to someone who tells me I have to pay for someone to come out and diagnose my garage door opener, ( even though I already had service tech there who states is broke, but he can't actually say it broke because he doesn't do warranty work, ) then I have to pay a hourly rate for the service tech, remind you the thing is only 10 months old, I will pay as much as the unit is worth for a new one to have some one fix or replace, can just go buy a new one, don't forget about the pay that I will lose for the 4 half days of staying home for the service window that no one shows up for EXTREMELY FRUSTRATED AND DISSAPOINTED, I have been buying craftsman for years this is the worst experience ever,
I have a stand up Frigidaire Freezer. It is under the home warranty until 2018, which I paid a lot exgra for. Today August 23rd I called Sears Repair Service to have service person come and fix it. I was told that the first appointment available was 9 days later, Sept. 1st. I explained to her that I can't wait that long. I would loose all the food in the freezer. Who was going to pay for the ruin food. She told me she was sorry, but Sept 1st is the first available appointment. I explained that I would never again get another home warranty contract and that I would bring Sear's to Small Claim Court (No Lawyer allowed) and charge them for a repair by another sourse and the cost of lost food.
I ordered a new dryer and scheduled delivery for yesterday 2/16 . We had snow Monday so I scheduled the delivery for Tuesday. It was a little icy in the morning but cleared off very quickly. What really made me mad is I waited all day long. My delivery was scheduled from 1:15-3:15PM. No one ever called me so by 6PM I called them. The guy was rude and told me it was rescheduled for 2/21. I was angry because I need a dryer now. He more or less told me tough, you'll have to wait. I was more angry that no one called me all day when I was sitting there waiting. I thought Sears was a good company but it seems they need to replace some of the people in charge of deliveries. This is a very poor way to do business. I will never buy from them again for something that I need urgently.
customer satisfaction not important
Purchased high-end appliance because I trusted Sears/Kenmore. Previous experience with Sears products generally good except for a few random acts of obnoxiousness/ignorance on the part of some employees.
Stove was purchased 09/2007. In early 10/2007 the center element of the 3 element eye ceased to function. Service call resulted in a charge of more than $350.00 to repair. (That is approx 25% of the original cost of the range.) It was downhill from there; when I tried to contact the Rocky Mount, NC store manager he avoided meeting with me eyeball to eyeball but called my wife before I could get home. Of course there "was nothing" he could do for me! Abrupt and abrasive was the way my wife described the store manager. I then called Sears National Customer Service and spoke with "Peter". Peter advised that the store manager couldn't do anything to help me. When I disagreed Peter hung-up on me! Now mind you I have been calm, polite, considerate and reasonable. At no time did I demand anything nor did I threaten! I never asked for anything free - what I wanted to do was negotiate a more reasonable and realistic solution to my problem. But, I guess Sears is on the defensive these days and heading to sleazeville! I'm sure they are going to go down the tubes. Whatever happened to honesty, integrity, et al? Guaranteed customer satisfaction? - not at Sears. Will they get any more of my money - not one soue! Interesting, it will cost me about $400.00 but its going to cost Searsat least $3,000.00 (conservatively) just in the next month because I have bought a new house and will need appliances and equipment. So what goes around comes around wouldn't you say? Think twice before allowing Sears to take your hard earned!
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Sears emailssearscares@searshc.com100%Confidence score: 100%Supportwebmaster@customerservice.sears.com100%Confidence score: 100%Supportsearsservice@searshc.com100%Confidence score: 100%Supportcomentarios@sears.com.mx100%Confidence score: 100%
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Sears address3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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As a HVAC technician I have seen the above situation and worse.
If a friend or family member asks me my advice on replacing their old "inefficient" furnace with a new one, I sometimes advise them to keep the old one. It depends how old, the really old ones were great, they were built like battle ships and the parts that need replacement are available at most local hardware stores. "But it is inefficient" OK. consider the cost of natural gas: currently $0.87 per 100 cubic feet at 1050BTU/cubic foot. Now go from a 70% efficient to a 90% efficient. You are still "wasting" 10% of the heat up the chimney, but now your exhaust temperature is below the condensation point of all the H2O in the exhaust gas, so the mfg or you new fancy furnace has installed all kinds of drains and traps and safety switches to prevent water from backing up and mixing with electrical parts...opps... yes it does happen. All those circuit boards are expensive, and some fancy furnaces have up to three of them. Can't get those at the hardware store, nope... got to be ordered. So here you are with a new fancy furnace that is saving you pennies while it runs but costing you big money and huge headaches when it breaks, and oh yes they will break, more often then that old battleship you are thinking of getting rid of. Does it really make sense to replace it? Not always. People need to stop being impressed by surface impressions, like a fancy paint job or a lower energy bill and try to see beyond the obvious.
Safety Note: if it is leaking Carbon Monoxide then replace it, don't gamble with your health.
thats what happens when u hire sears/home depot, etc to do hvac work. They dont have the know how and they sub contract out, and thats how they are cheaper than other private companies, u get what u pay for, such is true in any facet of life.