Sears review: Replacement parts 479

I had a very bad experience with one of the seals rep at Sears store at Columbia Maryland. I was at their watch/jewellery section. The person who supposes to help me was nasty, rude with a horrible attitude. She asked me to take my business somewhere else! This surprised me and shows how unprofessional and uneducated saleswoman can hurt a reputation of a historic well known store!

Another bad experience I have with sears is the rebate I suppose to receive. I had to call and follow up for a rebate which was promised to me by Sears for the purchase of a washer and drier at the above branch. Customer service was poor responding to my multiple requests. Mangers were uneducated with lack of respect for customers! I never got my rebate and I promise myself not ever purchase anything from Sears anymore.

On Thursday, April 30th, 2017 I purchased a Power Miser 12, 50-gallon Natural Gas Water Heater for our daughter's condo in Blacksburg, Virginia. The purchase was made over the phone at the water heater sales online number located on your website. A sales person named Kathy asked me for the measurements of my current water heater to be able to sell me one that would fit in the space available.

I gave her the measurements of 58 tall x 20 wide (diameter). The water heater I originally wanted was the Power Miser 9. However, she told me that this item was not available in my area but that a more expensive model, the Power Miser 12, was. She also mentioned to me that the water heater was one inch taller than the one we currently have in the condo, but she said the installer would take care of that. It should not be a problem, she said.

I proceeded to place the order and she then began to add charges to the water heater price, including installation (normal), and removal. I asked her what the total amount would be when she finally charged my credit card and she gave me the price of $789.96. This was just the beginning of a big nightmare with Sears, a company that our family has been faithful customers to for over 50 years. We have always trusted Sears for their high quality and customer service.

Kathy also mentioned that water heaters are usually installed in 24 48 hours and that the installer would call me in a couple of hours to let me know when he was coming. She gave me the reference number 1220048. A couple of hours passed but the installer did not call. My husband and I contacted Sears again to obtain their name and number in order to track them down. We left a couple of messages for Affordable Plumbing until they finally called us back indicating they would deliver the water heater on the following Tuesday, May 5, at 11:00 AM.

My husband and I drove to Virginia from Florida to be there by 11:00 AM in time for the delivery. Upon arrival we received a call saying that there was a delay in the delivery and that they would be there as soon as they could. We told them we had a commitment at 3 PM and needed them to arrive before 1:00PM. They arrived at 2:30 PM and proceeded to remove the old water heater; they also noticed that the new water heater would be 1 inch taller and said that they would take care of it. Everything else looked fine and we left the installers in the condo to do the installation while we went to watch our daughter defending her Masters thesis. When we returned at 5:00 PM, the installers were still in the condo. We found out that the new water heater was wider than the one that was there before and it could not be positioned in the corner as the other had been. Therefore, the new water heater was pretty much sitting in the middle of the pantry, the only place where it could fit.

It turns out the water heater was 22 inches in diameter instead of 20 inches. Why was it that Kathy did not mention this to me? Why did she knowingly sell us a water heater that was wider than our old unit? As I stated above, she told me about the height difference. She never mentioned the difference in diameter. The installer also failed to tell us that the water heater was wider than the original, something they should have noticed earlier when they told us about the difference in height. After all, they are supposed to be regular installers for Sears.

My daughter handed me the copy of the invoice she had received from Sears so we could call customer service, and to my surprise and astonishment I saw the charge of $912.45. That was $122.49 more than the original charge Kathy had given me over the phone when I first ordered the water heater. I just could not believe this! On top of everything else, the installer was surprised that Sears charged extra for installing a heater on a 2nd floor because they are not paid for that.

I called customer service and complained to a supervisor. It turns out they do not sell 20-inch wide water heaters. Why did they sell me something different to what I had requested without telling me? She also mentioned that there were charges for out of area. Again, why did they fail to mention all of these extra charges? They made me upgrade to a Power Miser 12 because they did not have the #9 in the area and it would have had to be ordered. I think they ordered the #12 too, because I had to wait 4 days for it! Did they just want me to pay more? I wonder. I cannot believe a water heater priced at $450.00 turned out to cost me more than double. That is quite appalling.

I asked the supervisor to take the water heater back since it was not what I had ordered in the first place. She said that because the water heater was already installed, I would need to pay $319 to return it. She also wanted me to take responsibility for the error since I left the installers in the condo to complete the installation. I disagreed with this for two reasons. One, the installers had my cell phone number and could have contacted me at any time, and two, if they had arrived at the correct time (11:00 AM), I would have been able to remain with them during the entire installation.

I went to the Sears Appliance and Hardware Store in Shelton, Connecticut to buy a gas dryer. It was on sale and I had been quoted $399 plus $60 more for the gas model the day before when I was looking at them. When I told the manager, Vincent, that I had been in the day before and the manager working yesterday quoted me $399 plus $60 he said - NO, it's $70 more. (I should point out that the sign read SALE $399 and in very small print that Vincent pointed out - gas model $70 more. I hadn't looked at the sign the day before and took the manager's word for the additional cost on a gas dryer.) I explained that I had spoken to the manager yesterday and she had quoted $60 more. I told him that he could sell me the dryer for the price I was quoted or I could take my business elsewhere. He started swearing and muttering under his breath about "stupid people" and how he had to deal with them then he turned and walked down the aisle. I said, is that a no? He turned and snarled - I'm going to make a call. I waited for about five minutes when he came back and said - the gas model is not on sale. At that point I walked away - disgusted by the fact that he 1) was terribly rude and 2) a blatant liar. I went to the register where my friend was checking out and he followed me, shouting, "it's not on sale" "you can look in the register" in front of other customers. I tried to get away from him but he kept following me, shouting. I finally told him I would take my business elsewhere, that he knew nothing about customer service, and to leave me alone, but he kept following me around. I tried to leave the store, but went out the wrong door which I tried to open using the handle - at which point he snarled - you'll pay for it one way or the other. Finally I found the exit and escaped from him. When I got home I immediately reported it to Sears customer service. They responded that they were sorry I was charged a different price then I was quoted, but did nothing to address the fact that I was chased around their store by a manager, that he embarrassed and humilitated me in front of people, and that I felt threatend and afraid. They said someone would be calling me, but that didn't happen either. I will never again shop at Sears. I have never been so rudely treated by any individual in a store and the fact that the Sears corporation cares so little for its customers sickens me.

I had sears mower less than a year and had only 27 hours on kohler motor before it cracked. I called warranty line and they sent repair man out ordered new engine.

That was 3 weeks ago and now they are saying they have to make that engine and it will be a couple of weeks until they cast it. That means I will be without mower pretty much all summer.

I have called every Sears customer service number that I can find and I get a lot of false promises to have somebody call back that can do something to help.

Don't buy from Sears unless you want junk!

I purchased my Sears Kenmore Elite Side by Side Refrigerator in 2017 model number [protected]. This side by side refrigerator has had continuous maintenance problems. Don't buy one even if it is a newer model. The elite side by side is should be considered a lemon.

Beginning when the refrigerator was only 2 years old the freezer just stopped freezing. As I opened the door and noticed water in the bottom from all the melted ice I began to realize everything was melting. I called and purchased a warranty but it took Sears 5 days to send someone out to repair the refrigerator. The repair person was well aware of the problem and fixed in by replacing a part and in and out of my house in under 10 minutes.

That was only the beginning. Next the ice maker just stopped making ice another service call. The handle of the front of the door fell off. Another service call. The lights quit working and would not work even by replacing the bulbs... another service call. Ice maker quit working yet again. As I began researching different websites I learned that many of the these problems especially the first problem where the freezer stops working is common. It appears not only in my 2017 model but also in more recent models as late as 2017.

Sears will not replace the refrigerator under the warranty program unless you have more than 4 service issues in 12 months. So your stuck with an unreliable refrigerator. Most of us just take it for granted that our refrigerator is going to be working every day. My last Sears Kenmore refrigerator was over 15 years old with never not one single repair issue. This new refrigerator is definitely a problem.

The only salvation for this situation is to continue to purchase the Sears home maintenance warranty package so that they continue to fix these problems. Seems to me they should recall the parts with problems and fix it for free. Making me purchase their service package to continuously fix their lemon is not just not right.

It is terribly inconvenient. I would not recommend anyone purchasing a Kenmore refrigerator of any make or model after this experience.

Sears does not manufacture the fridge - it is merely a model made by another company for Sears (probably Maytag). The bottom line is that things aren't made like they used to be because people won't pay for it.

You've had one major problem (freezer stopped working) and the rest minor -- none of them prevented you from using the fridge. I highly doubt that is a lemon. Surely you can survive for a few days without an ice maker. With a Master Protection Agreement you should have been reimbursed for food spoilage for the freezer.

We spent over 8 k for a top of the line HVAC system for our 2 story house 2 years ago. The system is leaking. Sears says there is no warranty on anything and we are stuck with a system that is on the edge. The rep (an independent dealer) told us that the unit had a 10 yr parts warranty. Not true.

We call Sears they don't care and now I am on a crusade to let anyone know what they did to us is epidemic. They are no longer the company they once were. Heck they aren't even close

I bought a sears die-hard gold battery ($94) in 3/2017 and it died last week and I had to buy another battery at walmart. I put the walmart battery in my car and it started again. I brought the dead battery to sears and asked for a replacement as promised in their 5 years warranty, they refused it and they recharged the dead battery and told me to take it home forget about the warranty!. I angrily left the battery at the store. I think they are really stupid because nobody can revive a dead battery! this is a second time in 5 years I have trouble with sears die-hard battery!

I don't know any thing about agreeing, neutural or disagreeing.

ALL I KNOW IS THAT THE SALESMAN AT SEIRRA VISTA STORE THAT SOLD ME MY WASHER AND DRYER TOLD ME THAT I WOULD GET A REBATE.

THAT WAS WHY I BOUGHT A SEARS. I DID NOT GET MY REBATE AND YOU LOST A VALUED CUSTOMER OF 60 YEARS PLUS.

UNLESS I RECEIVE THAT REBATE I WIL NEVER DARKEN SEARS DOORS AGAIN. THIS IS NOT A THREAT. THIS IS A PROMISE TO SEARS AND TO MYSELF.

JAMES D. LANE

Bought General Electric Range model # JBP35DK1CC, SN SH228415Q on October 11, 2017 at the local Sears Roebuck Store. The enamel around the burner lips started to peel within a couple of weeks. It got so bad that I finally went in February 2017 to the store and complained to the salespeople and store manager. I was informed that the warranty did not cover the paint since that was a cosmetic and not an operational issues. Furthermore, I was told that if I wanted it repaired, I would have to pay for a new top. I consented to this request and a maintenance technician was dispatched from Tucson a few days later. The top he brought down was damaged and a new top was ordered. It too was damaged and a third one was ordered and it too was damaged. Finally, got one after three weeks that wasn't damaged and was replaced. I paid $211 for the new top and replacement. Now the new top enamel is also peeling just like the original one leading me to believe that the quality of the paint or the procedure being used for putting it on the surface is not up to par. I had my old stove for over 20 years and never had that kind of problem. Needless to say, I am very unhappy with this problem.

I bought a sears lawn tractor and 3 year warranty in June 2017 from my local SEARS store in Pottstown PA, in May 2017 I paid $162.17 for their preseason special, while doing the tune up the tech saw that the 3 mandrels were broken and the nose roller missing, he ordered the parts and set up installation for June 10th. I called June 9th to see if it was still taking place, the girl asked if I received the parts, I told her I received the 3 mandrels and the nose roller, no bolts to install with, she stated that the tech stocks the bolts on his truck, I was given a 9 hour window for service on June 10th. At about 3:55 pm the tech called to say he did not have the bolts and there would be no service today. Why did the woman I spoke with on the 9th tell me the tech stocks bolts? Why were the bolts not ordered with the Mandrels and roller? The woman I spoke with on the 9th should have canceled the appointment and rescheduled it. Instead I lost a days wages and had a very frustrating day that ended with me on the phone for over an hour trying to work this out with 3 different customer service reps, 2 of them disconnecting me. What can be done to compensate me and convince me that SEARS is reliable, dependable and their warranty is worth the extra money it costs? I can't wait any longer my grass is already 18" high.

Don't buy the Kenmore Elite 2 drawer! It was a waste of $1600! I did my homework before we bought it and now I wonder who does those great ratings. The dishes are always wet, the heat is not hot enough, and the drawers actually make it smaller. Unless you have small dinner plates forget filling it with more than service for 4 and they have to practically lay down in order to not hit the water spinner Forget putting pots in it too unless it is a tiny one... I thought I was getting the best which turned out to be the best of the worst. Because it sat for a few weeks until we were ready to install it it was past the time to return it. I went back to the store and no once seemed to care. We are getting ready to finish our construction and I was hoping to do my whole kitchen in kenmore elite appliances but not anymore. Can anyone comment on the new Electrolux appliances.

I purchased a new front load washing machine with the extended warranty from Sears in 2017. The knob broke off of the machine in July of 2017, while it was still covered by the warranty. I called to make a service appointment and was told that they could only give me a service time window of 8 am to 5 pm. The technician arrived at 3 pm the day of service and was unable to fix the machine. He ordered a part, which was delivered to my house the day before the follow-up service call. The part we received was obviously the incorrect part, so I called Sears to alert them and possible save myself the day (they would only give me an 8 am to 5 pm window again.) During my first phone call, I was told that the parts department would call me. They never did. The day of the appointment, I called again and was told the technician would call me. He never did. On the third phone call, I was allegedly transfered to the Escalation department, where they put me on hold and allegedly called the technician. They claim to have talked to the technician and he promised he would fix it today, no matter what. He got here at 2 pm and could not fix the washing machine because he had the wrong part. He claimed that no on ever contacted him to tell him I was concerned about having the wrong part. Now they are telling me that they can only give me another 8 am to 5 pm service window, but maybe they could do it on a Saturday so I can stop using vacation time to get this resolved. BUT, they would not make the appointment today because the technician had not resolved my case. I paid good money for an extended warranty and Sears has not honored it. Not only that, but by only providing an EIGHT HOUR service window, they have caused me to take two days of vacation time. I make $43 an hour at my job and have already had to take 16 hours off, losing $688, almost the cost of the washing machine. Now Sears wants me to take another day off, which would be an additional $344, the cost of the warranty. This is horrible customer service and I wonder at its legality. Just because Sears is a big business, that does not mean they should get to treat paying customers this way!

We have problem with Sears as well my husband opened a credit card with them like 9 years ago. Suddenly in 2017 he got a bill for a protection service plan that he did not order. He contact them to cancel the person in costumer service said she would. However, we continued receiving bills for 3 month until my husband cancel the cc but Sears send his unpaid bill of $20.00 to collection co. At he end my husband paid those $20.00 but they damage his credit showing late payments. We could not get a new credit card with low interest because the Sears claim. My husband was trying to get a job in the financial industry but you know they check your credit and he could not get the job because Sears fraud charging for something that he did not order. I am wondering if all people that got affected for Sears can get together and open a claim against them. It is not fair what they are doing.

I have had consistently bad customer service experience when trying to call Sears. Today, I spent well over an hour just trying to schedule an appointment to fix my air conditioning system. Several people put me on hold and that simply returned me to the main menu. When I got someone to talk to, first I was told I already had an appointment for next week. This was impossible since I had not previously called for an appointment. She did not seem to like this and returned me to the main menu. Next I was told I already had an appointment for today. This was also impossible since I had not previously called. Finally, when I tried to call cusotmer service to complain, he left me on hold forever and I finally hung up totally disgusted.

Kenmore used to be a good brand name. Obviously not anymore. In the last three years our 1 1/2 yr. old Kenmore dishwasher died, then the ice maker went out on our just one year old Kenmore fridge (two weeks out of warranty) and last week our two year old Kenmore gas grill stopped getting hot enough. This same thing happened last year to friends of ours who had the same model. They had Sears come look at it and the guy told them he couldn't fix it. We just hauled ours to the curb. Sears is NEVER getting a nickel of my money, they build absolute JUNK.

I purchased a Kenmore side by side refrigerator from Sears on NOV 2017. On 01/20/08, 1:30 AM my daughter was in the Kitchen & began smelling electrical burning smells. After waking me up I looked trough kitchen finding the smoke commimg from behind the refrigerator. To fully view this area I pulled the refrigerator out from the wall. At this time the room filled with smoke.I unplugged the refrigerator & removed the service panel and noticed the the relay & wires on the side of the compressor was in totally melted . Finally got the house aired out.

We did not get a hold of SEARS because I did not want the agrivation of being told they cannot do anything.

I would just like to see a recall or something done with these defective refrigerators before it causes a DEATH.

For the 2nd time in 2 years, my dishwasher has broken with the same issue. The clean light flashes but I can't cancel it, or start a load. Last year when this happened the outsourced tech told me that it was a relay or some other electronic component that could be quite expensive to fix. Fortunately the fix that he did worked... until yesterday.

We bought the house with the dishwasher in it so calling the service department is a frustration because the dishwasher isn't registered to us. (BTW, the dishwasher is 3 years old).

I have been on the phone now (may as well type as I am sitting here on hold for the 3rd person that I need to speak to) for 52 minutes.

The first agent, a repair agent, asked for my phone# and then told me that I bought 2 dishwashers, one in 2017 and one in 2017. I told her that I didn't buy this dishwasher, it came with the house. Lots of run around later... suggestions include trying to track down the person who bought the dishwasher to see if there is a warranty (apparently she can't tell)... not getting it fixed... seeing if someone in customer service could help, I was transferred to customer service.

I explained that I didn't want to pay to have the dishwasher fixed again. I obviously need it fixed but there is something wrong with it, if it breaks 2x in 2 years. Suggestions from Shareen include selling the dishwasher, not getting it fixed, paying to get it fixed, maybe seeing if we can get an extended warranty but she doesn't know if we can (that's a different department). I said "why would I not get it fixed, it's no good to me broken" and "how could I sell a broken dishwasher" and "this isn't a solution, I want to talk to someone who can fix this for me" and then I told her that if I dont' get a resolve I'd start posting comments and writing letters.

She told me that she couldn't do anything and she was transferring me back to service. I asked her to stay on the line with me and explain everything. 10 min later (or thereabouts) she came back on the line and said she couldn't stay on the line with me anymore. I asked for her supervisor to stay on the line with me then, she conveniently said "when you speak to an agent in service ask to be transferred to the supervisor" and click, gone.

Since when did dishwasher's become disposable? Since when did solving a problem include a suggestion not to get it fixed or just to sell it... broken?

The longer I sit here on hold, now I'm over 1 hour since I picked up the phone, the more ticked off I get.

Why can't anyone help? Why do I get the feeling that even when I finally speak to a supervisor I'm not going to get a resolve?

We purchased a GE Profile washer and dryer from Sears on July 17 being told it was in stock. After we already went through all the paperwork to start a Sears Card account to get $100.00 rebate, we were told the dryer wasn't in stock. We agreed to an Aug 4, 2017 delivery for both. Only the washer arrived.

Two months later and four "supposed" delivery dates later, they never came. We even received a temporary dryer, which they charged/credited my Sears account for, but they picked it up on delivery date number 4 when our dryer was promised again. That day is today and no dryer came. They can't explain why, but "they're working on it".

I sent my vacuum out under warranty to be cleaned and get the hose replaced. The parts and repair center told me it would be sent to another facility to be serviced and if anything needed to be replaced or fixed outside of my warranty. They then call me with an estimate for me to agree or disagree to. They then only needed to replace the bag. When I got the vacuum home the hepa filter had holes in it, the bag was not installed properly and now made everything dirty again. The vacuum bag door would not latch and the transfer switch that changes the vacuum from floor to hose would not work. I have since sent it back again and they are now telling me that they want me to pay for another bag and hepa filter. Their service really stinks.

Not sears we have had people walk out with tires and Lp'a said sorry no camera in your area! ! ! enough said

On 9/6/08, I purchased two shirts on sale in the Men's Department at Sears. The shirts were only $3.00 each. Since they were so inexpensive, I did not save the receipt. I figured that if they didn't fit, I would give them to someone else or use them as dustrags.

Later in the week, when I went to put one on, I noticed that the clerk had forgotten to remove the security tag. The tag said that it would explode ink all over the shirt if I attempted to remove it. I checked the other shirt, and the clerk had also left the security tag on it.

On 9/12/08, I asked a friend who was headed in that direction to stop by the store and ask them to remove the security tags. I warned him to go inside the store and tell the clerks the situation BEFORE he took the shirts on... so he would not be suspected of stealing them.

He explained the situation to the clerk, and she told him to bring the shirts in to remove the security tags. When he got inside, she asked for the receipt. He REPEATED that he did not have the receipt. He then had to stand there in excess of 30 minutes while this incompetent clerk called an incompetent manager. Finally, they made the decision to correct THEIR OWN ERROR and remove the tags.

My friend was understandably furious. As a matter of fact, I had sent him to the store because they were having a big sale on men's clothes. After his experience with the clerks, he left the store without even shopping the sale.

You may want to be aware of this when you buy clothes at Sears. No wonder the store is going out of business.

I purchased a king size mattress, box springs and bed frame from Sears on the evening of 7/24/08. I returned the following day to pick up my purchase. When I returned home and started to assemble my new bed, I discovered I had a king size bed, California king box springs, (which are several inches narrower and several inches longer than a standard king) and a QUEEN size bedframe. I immediatlely phoned the store and the sales associate told me the manager would call me and they would order the correct box springs and frame.I have never recieved a call from the manager, even after many requests to speak to him. I have returned to the store 4 times, each time I have been told that they would order the correct box springs and frame. Finally on 9/5/08, six weeks later I received a call that the correct products were in the store for me to pick up. I loaded the box springs and frame from my home, drove to Sears to exchange them and found that they had pulled a completely different Sears brand box springs off the shelf for me. I purchased a Spring Air mattress and foundation set, and they were trying to give me a "Sears'O'Pedic" brand box springs. Sears has been completely dishonest with me and has been untruthful each and everytime they said they would order the correct products. I am ashamed that I considered Sears for my purchases. I am warning everyone, as a consumer, in my opinion you should avoid shopping with Sears! It has been over 6 weeks sense my purchase and Sears has made no effort to resolve this.

I bought a Beverage cooler (a mini refrigerator) from Sears.Only had it for about 5 months. It cam with a dent in the door, they replace door, it had a broken tab, replace tab, this is the good part. The condenser got a hole in it, freon all in my basement. I called the sent a tech out a week later (I took off a day from work). Said they will get the part and repair the frig. got the part. Two weeks later a Tech came to but the part in and said they needed another part. Found out the part is not available. Now the tell me it is no longer warranted. two days off from work. I called source one explained to them what happened. the said the have to send the head Technician to confirm the problem. now this is the 3rd day off from work. The technician called me at 11:00 (the appointment is from 8 am to 12 noon what a window) and said their is no reason to come there so he did not show up. now I only had the frig for about 5 months . They wont fix it and if I want to fix it. I can not because there is no parts for the frig. I am self employed carpenter so every day off is money. I could have bought a new one with all the days off. If anyone else want to jump on this with their experience. email me eferraioli@verizon.net. My friend is a layer that is going to help. This is wrong what big companies do.

Do not buy from SEARS OR KMART, SEARS AND KMART ARE ONE COMPANY NOW.

They're not giving you a hard time. They usually check the security footage to make sure you walked in with the product instead of picking it up from a rack and trying to steal it. Believe me, people who want to steal can be craftier than you think, and every store has to cover its butt to prevent theft.

I called Sears to come and look at my TV, because it was not working - The repair man came in took the back off and said hum - it could be a blown fuse - went out in his truck brought back a fuse and installed it - the TV worked. He put the back on the TV and typed out a billed - $ 211.32 -

NO ESTIMATE ON THE COST JUST A BILL... It cost me 207.76 & the fuse was 3.56... I told the repair man this was to much, he said its

What it is.

We bought our washer and dryer set just over 3 years ago and this is the 3rd time it has broken down. The problem the pump. It doesn't drain properly. It is crazy. Sears is suppose to produce quality appliances. We have never had such trouble with an appliance. The washer we had before was a Kenmore and we owned that machine for 13 years, with only one minor breakdown. When we purchased this one, we did not buy the extended warranty because of the good luck we had prior. This has hurt us. Sears just says they are sorry. They are not. They produced a bad product and they should stand behind their name and just take the loss and replace it. It disgusts me to think that they should put their loyal customers at such a loss. Bad business and bad for their name. As much as I like their products, I will not purchase another one from them unless they do something to rectify this situation.

Attention: Dene Rogers-[protected]

Hello Mr. Rogers;

I am not sure why I am sending you a letter; I guess I am hoping to find someone in this company that actually cares about their customer. My husband and I bought a new home in December; I did all my research on the appliances that I would need for my home, my husband and I were split on where to actually buy these products, he was set against Sears whereas I said “Sears has been around for a long time, they have a satisfaction guarantee, as well as they service what they sell, (yes I bought into the commercial marketing.)

We bought our appliances from the Kennedy and 401 store, washer, dryer, fridge, stove, dishwasher, over the range microwave and bedroom furnishings; As well as some other home furnishing. Sears was willing to do a price match but the sales guy was the one that closed the deal he was very attentive and helpful and did several follow up call to us. So we decided even though the price was the same as Appliance Canada we would go with Sears. We liked him so much that even when we found out that he had given us a lower model washer and dryer than we wanted and that Appliance Canada had given us in our price match we still kept it.

Within the ninety day period we had a service call on our hood range microwave because the fan wasn’t working properly. Technician came in and said it was fine even though we insisted that there is no way the HIGH setting should be stronger than the TURBO setting and it didn’t work that way on the model we saw in the store, in any case complacency and life set in and we kept it.

Three months later the microwave completely died, it wouldn’t even turn on. We called in a service call June 27th. I explained the situation I said this is the second service call on this product it’s not even a year old. I really would like to have it replaced it’s obviously a defective product and I need to have a working fan as I am pregnant and there are a lot of food scents that makes me nausea I live in a new development that it still under construction so opening the windows are not an option due to the amount of dust and dirt that comes in the house.

The lady on the line promptly told me well it is past ninety days so we can’t replace it you have to get a technician to come out and fix it. The earliest she could send someone out was a week later. During that time period the left rear burner for my stove would not turn off (when you turn the dial to the off position the burner was still on). I called that in as well, I was told the earliest someone could come out and look at it, was another week, I said but I would consider this an emergency as this is a potentially dangerous situation, she told me to unplug the stove when it’s not in use. ‘Okay’ I said ‘I am pregnant, do you expect me to move this stove and climb behind it to plug and unplug it every time I need to use it. She said madam that’s the best we can do, I said how about you just replace it; her response sorry its past ninety days.

Luckily my husband was off for a couple of days, and after plugging and unplugging it several times over two days the burner I guess reset it self and could be turned off. I called again to tell them that it was now working, I said since this is such a dangerous issue as this could happen during the night while everyone is a sleep or while we are out could you please have someone come out and look at it anyways.

I was told sorry ma’am we would have to charge you as there is nothing wrong with the stove now. So that was cancelled. In the meantime I called several customer service reps to have my microwave replaced as it was only six months old and this was the second service call, all the answers I received were its past ninety days there is nothing we can do.

It would seem that the statement clearly printed on my receipt “Satisfaction guaranteed and if you are not satisfied after ninety days contact us.” After approximately a week and a half the technician came in to look at the microwave. It took me another week of calling the service line to find out what was wrong with the microwave and when would they come back to pick it up and fix it; and at this point they should replace my microwave.

Eventually the 1-800 numbers referred me to contact the store I bought it from, I left three messages for the managers no one returned my call, I was so frustrated I wanted to return everything I had bought from Sears, I called my sales rep he was not even interested in hearing my situation his first response was you need to speak to the manager.

I called the 1-800 number that represents the presidents office, spoke to three different customer service representatives all of whom promise to call me back, by the time I got the fourth one, because none of the previous ones called me back; she said nothing was in my file and there was nothing they could do as they only dealt with catalogue orders.

Finally someone called from servicing to say they will be out to pick up the microwave, I asked why it took so long her response was they didn’t know it hadn’t been picked up; my response was how could you not, I have been calling for a week since the technician came to look at it. Her response was still we didn’t know.

After another week of no response as to what was the status of the microwave. I called the corporate office downtown Toronto. I got a gentleman that listened to my problem and I got my first apology for the inconvenience, then he gave me the name of Lisa Miracle whom he thought would be able to help me. I left her a message it took her two days to have Karen return the call. The conversation with her was short, “they must be waiting for a part to come in to fix it, and sorry for the inconvenience I will send you a hundred dollar gift certificate”.

The whole issue is no one seem understand the importance of the over the range microwave to me, I am pregnant cooking smells make me nausea, Its hot and the construction in my area makes opening doors and windows a difficult option. Keep the money and send me a new microwave.

To shorten the details of rest of this disaster, the microwave was finally delivered August 2, 2017, it was filthy and the stainless steel cabinet was covered with scratches as they seem to have dragged it along the floor or something, so now the brand new stainless steel microwave that I spent almost $700 for on sale; I mounted over my stove right out of the box now looks like a piece for crap; I called that in once again to the very HELPFUL 1-800 service line and was told I will have to wait until Wednesday August 15th for a technician to come and look at it. He was surprise that they chose to fix the something converter as he thought they no longer did that. He did however declare it scratched and stated he will order a new cabinet for it. Now I sit and wait for the rest of this disaster to play out.

I have turned this issue over to my husband; the high blood pressure warning I have from my doctor is just not worth it. I have come to the conclusion that all this issue is my own fault; I chose to spend $13000 of my hard earned money at sears, and as such deserve what I got, I am awaiting the next bout of punishment; if it has taken sears over a month to fix a microwave what is going to happen when one of my major appliances is broken.

I will say this with the quality of service that sears offers and the amount of companies in this market that offers the same products I give your company maybe five years before you will have to start reorganizing and downsizing your stores; excellent customer service is one of the best ways to incite consumer loyalty, you are obviously lacking that quality.

And I will honesty say to get my own satisfaction for my own stupidity for buying from Sears I will do my best to contribute to sears decrease market share, by sharing my story with any and everyone that will listen; while on my maturity leave it is my promise to post my story on as many consumer news board as possible, as well as any mommy groups in which I am involved. I have already convinced both my sister in laws who have house closing in early 08 not to buy from sears and for the one that is getting married to do her bridal registry at the bay rather than sears. I am also arranging to have the sears card held by my Company to be cancelled. As I know the marketing formula that states a dissatisfied customer will share their story with at least 5 other people who in turn will share that story with 2 others. The cycle has begun and I am beginning to feel vindicated.

Sears has the worst Customer Service!

It all started about a few months ago (summer of 08). To make it as brief as I can, after owning my Kenmore Washer for only about 1 year and a half, I called Sears for a repair and after waiting for someone to show up on the date, no one showed up. I called and after talking to about 3 customer service reps, I was told that I never confirmed the appointment. I then asked for another appointment and made sure that I confirmed this time. I took the day off from work, because the window that was given to me was 8am-5pm and although I couldn’t believe that I had to be home all day I didn’t argue because at this point, I haven’t had a washer for more than 3 months. The day of the repair appointment, I was getting more furious as the hours went by because I couldn’t believe that I was wasting a whole day for a technician to arrive. By 4:30 pm I called Sears and after talking to a few customer service reps (again) I was told that the technician was in a car accident. I could not believe my ears. I asked why no one called me and was told that they couldn’t do anything about it. I mean, they have the nerve to expect customers to take a day off to wait for them all day to just waste our time and money. They tried to get me another appointment in the next two weeks and I almost lost it on them. This was the second time that they screwed me and I really gave them a piece of my mind. Lo and behold, a Saturday morning appointment (9/27/08) popped up and I agreed. Before the date, I called to confirm the appointment and when I spoke to a technician he was curious as to why I was calling. I proceeded to tell him why I was so concerned and he was surprised because there was nothing on file about these past incidents. That’s right! None of the incidents were reported. No wonder they get away with soooo much! Well, on 9/27, the technician showed up and after spending all morning there, he said that the motor was shot. Well, believe it not, a new appointment had to be scheduled except now I also have to wait for the parts that will fix the washer to arrive. Now I have a new appointment for 10/10/08. The saga is to be continued. Needless to say, this is the worst customer service I’ve ever had in my life.

I'm absolutely annoyed and unimpressed by Sears! I will never shop there again-not if I don't HAVE to! Unprofessional, uncommitted, and lame customer "service".

I scheduled appointments to receive service from Sears for my broken washer. Not only did I have to schedule it far out but their available times were almost impossible for the average worker. We finally locked in a date only for Sears never to call or even show up for my appointed time. I would never have known they canceled if I hadn't called them to find out and give them my cell phone number. By this time they had already charged me for the service. We rescheduled for yet another inconvenient day and I made sure they had my cell phone number. I never heard from them so I called again, only to be told they were overbooked and had to reschedule. Twice in a row, while holding my money? Not inexpensive, by the way!

I demanded my money back and they kept transferring and transferring me... this was frustrating as I had to keep repeating why I wanted my money back. I didn't get an apology or an attempt to rectify the situation! At the end the "auto pilot" guy I spoke with on the phone ended with "thanks for choosing Sears"... did he even hear what I said?
Unfortuantely, I had to call them again since they carried the part to the washer I decided to fix myself, and the phone transfer with clueless (but gentle)"nothing I can help with" agents started again.

I will NOT recommend sears!

I'm absolutely annoyed and unimpressed by Sears! I will never shop there again-not if I don't HAVE to! Unprofessional, uncommitted, and lame customer "service".

I scheduled appointments to receive service from Sears for my broken washer. Not only did I have to schedule it far out but their available times were almost impossible for the average worker. We finally locked in a date only for Sears never to call or even show up for my appointed time. I would never have known they canceled if I hadn't called them to find out and give them my cell phone number. By this time they had already charged me for the service. We rescheduled for yet another inconvenient day and I made sure they had my cell phone number. I never heard from them so I called again, only to be told they were overbooked and had to reschedule. Twice in a row, while holding my money? Not inexpensive, by the way!

I demanded my money back and they kept transferring and transferring me... this was frustrating as I had to keep repeating why I wanted my money back. I didn't get an apology or an attempt to rectify the situation! At the end the "auto pilot" guy I spoke with on the phone ended with "thanks for choosing Sears"... did he even hear what I said?
Unfortuantely, I had to call them again since they carried the part to the washer I decided to fix myself, and the phone transfer with clueless (but gentle)"nothing I can help with" agents started again.

I will NOT recommend sears!

How much do you get paid?
How much did you get paid when you just started?
Thanks,
Blake
We had to do this for school.

I purchased 5 yr. extended warranty policy when I purchased new dish washer in Sears store. After I get home, I realize that the policy expiration date is 1 yr. shorter than I expect. After calling store back, I was informed that 5 yr. master product protection plan is actually 4 yr-1st yr. is under manufacturer warranty. The person on the phone advised me that it's written on policy and he can not do anything about it. After reading through the entire pre-print document, I finally locate this statement. However,

1. The term of 5 yr. is not true and shall not be called 5 yr. plan. Car extended warranty policy kicks in after initial warranty expires. Why and how can this policy be written in this tricky term? Can 90% Fat Free milk be labeled as 100% Fat Free milk? Can 55% Poly; 45% Cotton fabric be called cotton rich? What happened to Federal Fair trade regulation?

2. The sales rep in store never explained this REALITY. Shouldn't customer be informed needed information in details prior to purchase?

I have called over a dozen times to set up an appointment to repair my refrigerator under warrenty and each time they set up a date and time they do not show up and than they say they called and no one was there. Each time I took the time off work so now it has gotten to the point I will call a local company to fix it and I will gladly pay for it since I will lose my job if I take any more time off. I also called customer service over and over again and they do not even speak english. I am done with sears now and you make your own decission.

I went through about the same thing with a Sears lawnmower. It just happened to be a "lemon" and I made complaints, took it back 4 times for repairs. It never did work. I complained to several managers, too. Even the district manager and their main office. It was under warranty when I first took it in but after 12 weeks of back and forth to the repair shop, the shop wanted to charge me. I said it was under warranty when I first brought it in for repairs. It had not been repaired. The store manager called the main office and he looked up on his computer and saw how things had gone. Not only that, I lived in a small town and I had to drive 45 miles each way to a Sears repair shop. The lawnmower was never repaired, they would not replace it, and I ended up with a credit card bill for a product that never worked. By then the grass was so high I had to hire someone to come and mow it. Another expense. He continued to do the lawn care until I moved.

I ordered a new water heater from sears over the phone. They have a special number just for buying water heaters. First they charged my debit card. Then they called and said the store closest to me didn't have the model I ordered and they would have to credit my account. I told them fine but they would have to wait to charge it again for the other store until the first credit appeared in my account. Then FINALLY five days later they sent an installer out here. I only then find out that i'd have to pay another $300.oo to have it installed. I had already paid for a basic install. They never told me there could me more charges to bring it "up to code".. So for a $329.00 water heater...the total bill would be over $1, 000.oo. I told them to forget the install and I'd just have someone else put it in. They tried to argue with me on that. I'm so angry that I can't see straight. I have a water heater sitting in the box in my garage. And no one yet to install it. So beware of those hidden water heater charges.

Since my earliest recollection, the word “appliance" to my family was synonymous with “Kenmore". That is until recently. We have had the absolute worst consumer experience ever with Sears, and the situation is still ongoing. In late August, we went shopping to replace a Kenmore Dishwasher (that had lasted for 14 years). We visited the Sears in Clackamas, Oregon. A salesman named Roger sold us what was reported to be a “Consumer's Report Best Buy" Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (due to a recent remodel/floor build up) to accommodate the new appliance.

After the installer left, we noticed a large puddle of water in front of the Dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal. We called Sears and asked for an exchange. We had put a lot of money on our credit card and wanted a Dishwasher that worked. They arranged to have another Dishwasher delivered (same model) and they picked up the defective one.

As the installer unpackaged the new one, and began to install it, he pointed out that that the new Dishwasher had a noticeable dent in the front door panel. We also noticed that the door was “sprung" and did not line up. Outraged, we went back to the Clackamas Sears store. We spoke with the original salesman (Roger) and an Operations Manager named Andrew.

We asked for our credit charges to be dropped, and to have someone pick up the damaged Dishwasher. We were finished with Sears, and ready to go down the street to Home Depot or Lowe's. However, the smooth talking salesman Roger pleaded (mainly to my wife) to let Sears have “one more chance to earn back our business". He offered a “discount", a gift card, and a “better" model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card.

The third Dishwasher was delivered and installed. It was now mid-October. We ran the Dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the Dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance.

Very frustrated and upset now, we called the repair division of Sears to get a service technician out (since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable.

To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to Sears Source One multiple times and we have discussed our case with the Sears Customer Complaint Line.

We have decided, NO MORE SEARS. We have now pleaded with several divisions of Sears to please... COME PICK UP YOUR DEFECTIVE DISHWASHER, and TAKE THE CHARGES OFF OF OUR CREDIT CARD (and no restocking fee). We have re-ripped up our kitchen floor again to have this Dishwasher removed. WE WANT TO GO BUY A WORKING DISHWASHER FROM ANOTHER RETAILER.

There have been promises of “well get back with you tomorrow"... and no return call. Sears Source One told us they would get someone out early in the week. No one came. It's now NOVEMBER.

We are at the end of our rope. Sears (in its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if Sears continues like this, their future is bleak. We will not be returning to Sears. This is the absolute worst customer “service" experience.

My husband and I bought an over the stove microwave. Sears didn't have any in stock so they had to order it, which it was on back order. We were told that it would be at the store on nov. 20th, 2017 after 5 p. M. And I could pick it up. Well the night before there was a message on our home answering machine saying that it was delayed and the microwave wouldn't be shipped until the 24th. So I called up there and was wondering why. After having a conversation with a male employee, they were going to have someone in the morining call the warehouse to see what the problem was. After hanging up no more than 10 minutes later some other male employee calls back (6:18p. M.) and we go thru the whole comversation again. But this male employee was very rude, unrespectful to me when I was trying to ask questions and he even said to me that "you ain't getting it" after that remark I asked, who am I speaking to, (3 times in a row) and he wouldn't say. To top it all off he actually hung up on me! Now i've already spoke to the manager (Kathy) there 3 times about this and she told me she finally found out who it was and it will be taken care of. I have never been treated like that before from a sales person. And just 2 weeks before that we spent $1, 200.00 on a brand new stove. I think that was very rude, unprofessional, and pure ignorance on his half. Now I am very seriously thinking about taking my business to abc warehouse, lowes, or home depot when we are going to get our new dishwasher and refrigerator.

Sincerely,

Teresa ritchie
(A very unhappy
Coustomer)

After finding a blu-ray disc player (model #DMP-BD35) online at Sears.com for $149.99, I took the internet printout to the store. The manager there, Claudia, refused to honor Sears' policy to match their online prices and expected me to pay the higher price of $249.99. I contacted the customer service department on Sears.com and was given a copy of the match policy, but the service department would not help me with the actual price matching problem with my local store.

After finding a blu-ray disc player (model #DMP-BD35) online at Sears.com for $149.99, I took the internet printout to the store. The manager there, Claudia, refused to honor Sears' policy to match their online prices and expected me to pay the higher price of $249.99. I contacted the customer service department on Sears.com and was given a copy of the match policy, but the service department would not help me with the actual price matching problem with my local store.