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Sears review: replacement parts 479

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12:00 am EDT
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Bought a flashlight that is powered by the same battery as a drill. The flashlight cost appox. $13.00. with days the bulb blew out and i attempted to get a replacement at the local sears store and advised that it needed to be purchased from the parts store. Not to suprised i found that the bulb needed to be ordered, the bulbs for other similar flashlights at the sears store were $1.99. At the replcement store i was informed that the bulb was $4.99 and that it needed to be special ordered for an aditional $4.50. I guess if you then add tax you can imagine how ripped off i felt. I should be able to return this item for a replacement or at least have the store keep them in stock.

Jul 24, 2009 11:09 am EDT
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear JFK2,

I am sorry to hear about the trouble you are experiencing with the delivery of your washer and dryer. My name is David and I work for the Sears Cares Team. We would like to assist you in resolving this issue. If you can contact us at searscares@searshc.com so we can further discuss your concerns. Please include your screen name (JFK2) in your email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Dec 15, 2009 1:54 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Elmaa,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the issues with your online order. We would certainly like to help get this situation resolved for you and get the delivery of your orders completed. We have resources available to ensure your orders are not held up further. We would like to talk to you as soon as possible. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the online order was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Elmaa) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dec 22, 2009 3:20 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Iak87,

We are sorry to hear about the service you received when you visited your local Sears store. Our goal at Sears is to provide our customers with the highest quality of service and we have failed to do this for you. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. We would appreciate the opportunity to discuss this situation with you. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition please include your screen name (Iak87) in your email so we can reference to your posting.

Thank you,

David V.
Senior Case Manager
Sears Cares
Jan 11, 2010 10:30 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To UnsatisfiedSearsCustomer,
First allow me to apologize for the delay in responding to this post. My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about these issues you’ve had with the local Automotive service center. I don’t know why you keep having this issue. You should not have to wait for one technician to be capable of handling your issue. We understand your concern and we do want to make sure it gets resolved so you don’t have to continue to be frustrated by it. As for the technicians making jokes about damaging your vehicle, that is absolutely not acceptable and we need to get it addressed so that it does not happen again. You are a valued customer and we want to keep it that way. At your convenience, please contact my office via email at searscares@searshc.com so we can address the issue once we have more information from you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (UnsatisfiedSearsCustomer) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares
Apr 20, 2010 8:04 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Geargirl
First allow me to apologize for the delay in responding to this post. I am very sorry you encountered this issue with our service team and the interactions with our customer support team(s) that have been so substandard. Hanging up on our customers is not acceptable by any Sears standard. I am very concerned about what I have read here and we need to step in on this situation and get this resolved for you. My name is Brian and I’m part of the Sears Cares Escalations team and we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Geargirl), for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Aug 25, 2010 10:06 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear elmlakerd,

I came across your post here and wanted to reach out to you. I was sorry to hear about the delivery/haul away problem you encountered with your freezer. I'm sure this situation was frustrating and stressful, to say the least. I'm Scott with Sears Cares Escalations; my department would like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the freezer was purchased under and we will call you at your convenience. In addition, include your screen name (elmlakerd) in the email so we can reference to your case.

Thank you,

Scott J.
Senior Case Manager
Sears Cares
Dec 08, 2010 10:42 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Clayton II,

My name is Scott and I'm with the Sears Social Media Support Team. I'm so sorry for all the trouble you've encountered when trying to redeem your rebate card. I know this is incredibly difficult & frustrating to say the least, especially when rebates are often one of the buying motivators. We'd like to help look into this for you. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Clayton II) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Jan 27, 2011 8:10 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To tkdk,

My name is Dianne and I'm with the Sears Social Media Support Team. I found your post here and I wanted to reach out to you to offer help. I'm so sorry for the no call/no show you experienced with your repair appointment. This is definitely not normal or acceptable. When we service your items, it's always our goal to exceed your expectations; clearly we have let you down. We'd like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (tkdk) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Support Team
Jun 25, 2011 1:27 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Ms. Mendoza:
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Denise Mendoza) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Jul 06, 2011 6:24 pm EDT
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To A. Goodhue,

I'm so sorry that you've had issues with your washer and even more for the poor service that you've received from Sears repair. We do value you as a Sears customer and we would greatly appreciate the opportunity to make this right and resolve your issue. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (A. Goodhue) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Aug 26, 2011 1:51 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Rosell Cantrell:

I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. We understand that you have contracted with another local company to service your air conditioner but we would still like to speak with you about the unfortunate situation with your air conditioner. My name is Susan and I am with Sears Social Media Escalations team. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to help.

At your convenience, please contact our office at smsupport@searshc.com so you don’t have to continue to be impacted by this with any Sears purchased item in your home. Please send us an email. In the email, please provide a contact phone number and the phone number the air conditioner was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Rosell Cantrell) to reference your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Sep 29, 2011 7:56 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Alide,

I'm very sorry that you've had this frustrating experience with Sears Delivery. I understand your disappointment and I'm sorry for how this has inconvenienced you especially when considering your medical needs. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss these issues with you further and restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Alide) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Mar 27, 2012 10:10 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Hi Sibite,

I'm Scott and I represent the Sears Cares Social Media Support Team. We're truly sorry for the aggravation and disappointment surrounding your recent home siding installation. No matter the platform or service performed, Sears' devotion to our customers and passion for exceptional customer service experiences should not be compromised. We'd like to connect you with one of our dedicated case managers and follow up with you regarding this experience. At your convenience, please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number. Also, in your email, please provide your screen name (Sibite) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
Mar 29, 2012 11:41 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Good Afternoon Lime,

We're indeed sorry you're so disappointed with the Sears Home Improvement Services. We know we've let you down and we would like to offer our assistance. The workmanship on the siding of your home was not done to your satisfaction and we are truly sorry that our business partners haven’t made the proper contact to you about this matter. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (lime) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Apr 04, 2012 1:37 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To rick5270,

I sincerely apologize for the bad experience you’ve had surrounding the repair of your washer and for the frustration caused by our phone system. It is true that our repairs are covered by a 90 day service guarantee and it is unfortunate that your washer failed outside of this guarantee or any other type of coverage. Regardless, we do value you as a customer and would appreciate the opportunity to discuss these issues with you further and to restore your faith in Sears. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (rick5270) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Apr 09, 2012 12:05 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Hello Kisamke,

We are sorry to hear about the problems that you are experiencing with Sears service. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist you. My name is Robert and I work for the Social Media Support Team. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the Kenmore water softener was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Kisamke) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Apr 17, 2012 12:52 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Danhue,

Please accept our apologies for the failure of your television, and the way that your repair was handled. I can certainly understand the disappointment in having purchased a television, and having it fail in the first year. With that being said the warranty that covers the unit for the first year is the manufacturer's warranty. There are certain requirements that must be met prior to replacing the television under the warranty. My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the television was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Danhue) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 19, 2012 1:11 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Vouldane,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned. We are truly sorry to hear of your disappointment in the quality of the glasses you purchased from us a little over a year ago. I can certainly understand how difficult everyday activities are without the proper eye wear. We would like the chance to speak with you more about your optical purchase, and see what we can do to assist in making this situation right by you.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the eye glasses were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Vouldane you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 19, 2012 3:01 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Jobbale,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. Please accept our apologies for the manner in which your dishwasher repair has been handled this far. We know that mistakes do happen, but to still be waiting on a part after a year, is just unacceptable. If you would allow it, we would like to look into both the repair of your dishwasher, and the washer to ensure that both resolved quickly. We understand that your time is valuable, and would like to let you know that we do very much appreciate your business.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jobbale) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 25, 2012 2:52 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Piloper,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. We have just read your post and would like to speak to you further about your repair experience. Please accept our apologies for the unprofessional way our repair associate interacted with you and your wife. We entrust our associates to build relationships with our customers and it does not look like this has happened. We value and appreciate your continued patronage, and would like the opportunity to turn this into a positive one.
At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the chainsaw was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Piloper you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
May 01, 2012 2:01 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Angrybird18:

Please accept our apologies for the problems you are having with your washer which is still under warranty. We certainly understand your frustration with being without your washer for 20 days and would like to look into this situation further and offer our assistance to help resolve this issue. We want to make sure that everything that can be done to help is being done. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle a situation start to finish with one dedicated case manager and will own your issue until it is resolved.

At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Angrybird1 you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Sears Social Media Support
Jul 24, 2012 10:54 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Gwendolyn, please accept our sincerest apologies for the level of customer service that you recently received at your local Sears store. I can certainly understand your level of disappointment with this type of service, especially with the particular occasion that brought you in. I can remember when my wife and I were preparing for our wedding and I assure you, poor customer service was not something that we expected, nor accepted.
As a valued customer, we would truly appreciate the opportunity to speak with you further about this experience, so that we can gather more information and take the necessary action to ensure that your next visit is one that you can look back on and be able to say that you enjoyed it.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Gwendolyn Moore) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Tony T.
Social Media Moderator
Sears Social Media Support
Jan 23, 2013 4:31 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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bonstott,
My name is Liz and I am with the Social Media Support Team. I saw your comment and wanted to reach out to you on this issue. I am sorry to hear that we have let you down and would like to offer some assistance. I can see how frustrating it is to purchase tires with your credit card and never received the statements. We would the opportunity to have one of our dedicated case managers contact your with possible options to resolve this matter in a timely manner. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the tires were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (bonstott) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Apr 17, 2013 10:49 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear LeslieIvey,
I'm sorry for any inconvenience and frustration you have encountered with the repair service of your double oven. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to help. We noticed that you have also posted the same comment on Pissed Consumer under Anonymous400191 and we reached out providing our assistance. If further help is needed, please send the following information – contact #, screen name (LeslieIvey), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
May 03, 2013 12:17 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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John Cart,
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear that we have let you down with the repair of lawn mower. In addition, I understand how frustrating it can be to wait so long to have your lawn mower repaired. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience and monitor the repair process. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the lawn mower is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (John Cart) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,
Liz R
Social Media Moderator
Sears Social Media Support
Jul 25, 2013 9:20 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Roswell Mom,

My name is Dee M. with Sears Cares and we want to offer our assistance regarding the problems you are wrote about regarding the use of your Sears gift cards and the cancelation of the wall oven/microwave combo you attempted to purchase with us. We know how important it is to place your order and have a quick resolution that is satisfactory for you. Please send the following information – contact #, screen name (Roswell Mom), phone # used at time of purchase to smadvisor@searshc.com . We value your Sears loyalty and look forward to speaking with you in the very near future.

Thank you,

Dee M.
Social Media Moderator
Sears Social Media Support
Nov 06, 2013 10:21 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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C.Santos,
My name is David with the Sears Social Media Support team. I came across this post and wanted to reach out to you. We’re sorry for the frustration regarding your protection agreement. If you would like, we would be happy to have a case manager discuss this with you and assist you in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer and dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (C.Santos) you used to post on this site, for reference to your issue. We look forward to talking to you soon.

David W.
Social Media Moderator
Sears Social Media Support
Nov 21, 2013 11:56 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Michael Swider,
We apologize for the trouble you’ve been experiencing with your mattress. My name is David with our Sears Social Media Support team. If you need assistance with you mattress warranty concern, we would be happy to have a case manager contact you directly to discuss this with you. We see the receipt you posted on this site and will forward that information over for contact. If this is not the best way to reach you, please send your preferred contact information to smadvisor@searshc.com. Also please provide this screen name (Michael Swider) for reference to this issue. We hope to talk to you soon.
David W.
Social Media Moderator
Sears Social Media Support
Dec 24, 2013 3:47 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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kitchen diva,
We apologize that your repair experience has not meet your expectations. My name is David with our Sears Social Media Support Team. If you are in need of assistance, we would be happy to contact you directly to discuss this situation and assist in addressing any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (kitchen diva) you used to post on this site, for reference to your issue.

David W.
Social Media Moderator
Sears Social Media Support
Jan 27, 2014 3:32 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Norwood Grubb,

We would like to offer our apologies for the troubles you are having with your electric range. My name is Mina with the Sears Social Media Support team. We can understand the importance with your concerns with the glass door exploding. We would like to offer our assistance to have one of our personal case managers further discuss your matter in more detail. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as your screen name to reference this post (Norwood Grubb), to smadvisor@searshc.com and will contact you directly. We look forward to speaking with you soon!

Thank you,

Mina H.
Social Media Moderator
Sears Social Media Support
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479 comments
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Hugo Acevedo
,
Sep 13, 2007 12:00 am EDT

I have a 5 moth old frontload washer that would not drain the water nor spin, I bought the Sears Insurance Policy. I called them to come over and fx it, the told me it would take 2 weeks before they come and take a look at it! I argued with the representative that two weeks is to long for me not to have my washer. He said there was nothing he can do, I then told them to let me speak to the manager, he said there was no one else I can speak to. NO ONE ELSE TO SPEAK to? There is always a Manager or Supervisor I can speak to, he apologized and said again " no one else to speak to but him." SO NOW I have to wait two weeks for them to come see my Washer!

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Valerie
, US
Jul 29, 2008 3:41 am EDT

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.

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laureli
Morris Plains, US
Aug 18, 2009 3:04 pm EDT

My husband and I purchased a washer/dryer with very specific needs for the space alotment. The width/length and most importantly we needed a dryer that could be right side vented. This friday will be the 5th business day I had to sit at home waiting for men in a big truck to walk in and say they came with the wrong thing. I am so aggrivated by the complete idiocy of this fiasco that I just want to return everything and start all over.. All my coworkers claimed to have had similar problems and state they will never purchase appliances at sears. I will never again...

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Porman
, US
Mar 08, 2010 5:54 pm EST

On April 25, 2017 I called Sears Repair Center because the dishwasher at my mother's home was not working. My mother passed away on April 24, 2017 so I was extremely busy planning her funeral. My mother had been a customer of Sears for 60 years and has always purchased her major appliances there plus she always paid for extended warranties. The customer service rep made an appointment for April 27 between 8am and 12pm. Since I was planning my mothers burial, I made arrangements for a friend to take off work to be at the property between 8 and 12. At 12:01 pm "Gilbert" called to advise me that he was "overbooked" and would not be able to make it that day. I immediately called Sears 800 number and explained to them that I needed them to come out today. At 1:30pm Gilbert arrived, took one look at the dishwasher and said he needed to order "a soapdispenser". The problem was not the soap dispenser--the problem was it was not going through the cycles. He did not even bother to check it running the cycles! I was told that when the part came in, we could call for another appointment. The part arrived on April 30, 2017. Since I live in Washington state and my mother lives in California, my daughter-in-law made an appointment for Friday, May 8, between 8 am and 12 pm. She gave them her cell number so they could reach her directly since the phone at my mothers residence was now disconnected except for messages. At 11:50 am Gilbert left a message on my mom's telephone number that he would not be able to make it because he was "overbooked" My daughter-in-law called him, insisted that he needed to come as soon as possible. He said he could be there around 1:30 pm. At 3:45 pm Gilbert called my daughter-in-law and stated he was about 5 minutes away. She had already left the house and said she would reschedule. She called to reschedule again for Wednesday, May 13 between 8 am and 12pm. Guess what? At 12:30 pm Gilbert called (again) and stated that he would not be able to make it. Sears has now wasted 12 hours of our time. We have not heard from them in regards to this or any type of apology. I will never buy another Sears item and am making it my life goal to tell everyone I know.

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Steve
, US
Apr 06, 2010 12:09 pm EDT

Tried to place order for lawn mower & tiller by calling local store. Was told I had to come order in person or order on the web. Tried to order on the web, every time I added the item it increased the price by $40. Finally got a customer service rep...held for 10 minutes or so and was told that the web pricing was in error and the could not honor it because of some fine print somewhere...neither place gave a damnm about lost business...my $800 will be spent with a competitor of which there are many...

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Geargirl
Lexington, US
Apr 17, 2010 6:06 pm EDT

I was scheduled to have my dryer repaired on Friday between 1-5. I received a call at 2pm on Friday saying that the tech had called in that morning sick and there was no one else to come out...I would have to wait until Monday. This is after I had to wait 5 days to even get scheduled. I had rearranged my whole day for Friday and no one even bothered to call me Friday morning to tell me that they would not be able to come. I got on the phone to "customer no service" only to be told that someone would call me within 24 hours to "work something out". Needless to say, no one called. So today, Saturday, I have been on the phone for 2 hours total...hung up on 4 times and finally spoke with a supervisor who was NO help at all. I won't ever step foot in or buy another product again from Sears!

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Phonnke
, US
Apr 29, 2010 7:27 pm EDT

I will not call Sears again to check out anything. I think that they are either running a scam or do not have any service techs that know what they are doing. They wrote a ticket for almost a $700.00 repair charge telling me my tv wasn't worth repairing. I "gave" it to a tv repair place to use for parts when they in turned repaired it for me for about 1/2 the price Sears said it would cost.

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Heylore
, US
May 10, 2010 7:39 pm EDT

I purchased a pair of prescription glasses on January 13th 2017. it was a special sale Barbara told me. $149.00 was the price They started getting scratches after a few months. I took them into Sears the first of December less then a year after buying them. Barbara said it was my fault, and they wouldn't replace the lenses.

I feel the glasses were not what they were supposed to be and I would like a refund on the lenses or replaced. There was a 1 year warranty on them. I took them to 2 more optical shops and they told me the protective coating had worn off and they should be warranted against that.

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stacylee30
, US
Oct 26, 2010 6:17 pm EDT

Bought a tractor from sears 4/2/10, returned on 4/10/10, Repurchased on the 10th returned on the 18th, repurchased on 4/18/10. Returned again on 10/16/10. The first tractor came with a dead battery - serviced called still could not get it working - returned. The second tractor came with a broken transmission - manager of store came to house could not get it working - returned. Third tractor worked until 10/16/10 - transmission belt broke. Went back to store and repurchased yet another tractor. Played deliver tag- finally delivered on 10/26/10. Refused to help me take the bagger off. Complained to district manager. they came took off the bagger but left it on the step infront of my back door. No note but later found out that the bagger does not fit the tractor. Owner called and told me how dare I call Sears corporate and that he did not have to help me like he did. Threatening to return old tractor. I told him fine as I had purchased a 3 year warrently with it. I am feed up and just want out. I just do not want to deal with Sears again.

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Shaber
, US
May 10, 2012 8:34 pm EDT

I have been going back and forth trying to get a refund back on my credit card. The order number is ********. I have spoken with a manager at the Mesquite Tx store named Jen who said she would call me back and I have never heard from her. I have been going back and forth since 12/21/11 on getting my refund. All I have been getting is the run around. I am extremely disappointed with Sears customer service and willingness to issue my refund for merchandise I have not received. At this point I am tired and frustrated because I am receiving horrible service.

Contacted 1-800-4-myhome to order sevice on my Kenmore dishwasher that I purchased at Sears. (all of my appliances were purchased at Sears). I was given a time for the next day for service between the hours of 8am to 5pm. I was also told I would receive a call and email confirming my appointment.

So, I took off work the next day to wait on the repairman. By 11am I had not received a call or email so I call the 1-800 number again. I was then told that the service was scheduled for NEXT Friday! Not today! I am very upset because I took off work for this appointment and Cannot take off again with the possibility that the repairman will not show again! I was good enough to give thousands of dollars to Sears for my appliances but not good enough to talk to a person or get service for my appliance!.. I will be contacting the BBB for your poor costumer service and not standing behind your products! I will never buy another thing from Sears, much less the extended warranties purchased!

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C.Santos
, US
Nov 05, 2013 4:38 pm EST

Purchased a washer/dryer back in Nov 11, 2017 and purchased a MPA for 3 years.
First year service was on Nov 26 2017, 2nd year service was on Nov 15, 2017.
The technicians were very thorough on both occasions and offered to even extend the MPA on other appliances
on which I declined.

The third year service expires this year on Nov 11. With that said, I called the MPA number at 1800-4-Myhome
and spoke to Damon/Damoa from unit #402455. Since I had my washer/dryer serviced on Nov 15, 2017 I was not eligible for
this years Preventative Maintenance check as the next eligible date is Nov 15, 2017 which is evidently 4 days over my Nov.11 Contract
date. Asked if a supervisor can override and at least give a concession or discount as this policy is very MISLEADING and is
pretty much Thievery at its best. Nothing can be done but purchase a new agreement for another $195.43/yr.

Why would a sane person even renew this plan if effectively you lose a year for some hidden misleading TERMS that are not
EXPLAINED nor detailed to future/present customers?

This should be investigated further for FRAUD.

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Michael Swider
Gilbertsville, US
Nov 20, 2013 11:16 am EST

Given the run-around - have a ticket into c/s been bounced around all day-

I will write to call for action - with the news - as I was a former employee there - the mattress was never shown to me - it was in its wrapper and I was told that all of the items have been repaired and when I had a complaint with the mattress - I was told that kids come in, mike and you know the return policy, that the children come into the store and jump on those mattresses. I was told by the same supervisor - sharon mayo - that the I should purchase a new one.

I want a replacement simmons beauty rest - queen mattress - the employee I spoke with gave me the actual measurements of a queen mattress... He knew what I was asking him - as I explained it was defective.

Today I tried to call around the sears customer svc and asked to s/w a supervisor and was looped in orbit trying to speak to someone - when I finally got through I again got the run around - with the "party" constantly repeating what I told the person and when I asked for a supervisor was placed again with the annoying music and then was left on the phone with out any music for a few minutes - being disconnected!

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Scott Brandis
Stanwood, US
Jul 15, 2014 1:36 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Sears lost our pressure washer that was in for repair. We were issued a store credit of over 300.00. I went in to use the store credit, and I was told I needed to use the store credit for the purchase of a new pressure washer. I made a phone call to the number provided when I was informed of the loss of my pressure washer. I was then told, I needed to use the credit in the department of where the credit had been established. I went in to purchase some lawn and garden tools, and I was told I needed to purchase a new pressure washer. I purchased a new pressure washer when I took my old one in for repair because I was in the middle of stripping our deck and prepping it for staining, so I needed to use the pressure washer that day. I do not need a new pressure washer. I feel that I should be able to get a credit voucher and use it in what ever damned department I want to use it in.

I used to like to shop at Sears, but I do believe I will take my business elsewhere because of the horrible customer service I have received.

Scott Brandis

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allenjg
Alpharetta, US
Oct 21, 2014 3:26 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Your contracted delivery company caused what is estimated to be approximately $5, 200. 00 in damages to our wood floors. The delivery co. Could not repair and notified their insurance co. - now the claims manager is ignoring our calls and emails & your manager mr. Dewayne smith sr. Representing the north point sears is trying to wash his hands of the matter - your claim #186010 (3) . He can supply details at dewayne. Smith@xpolastmile.com.
We are prepared to take this to court if necessary & sears is ultimately responsible for contracting with this delivery company.

Your quick reply is expected, allen j. Grennell / anthony rauh

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BL71
, US
Nov 27, 2014 7:38 pm EST

I bought a fairly expensive Samsung dryer from Sears in July. I have had to have it repaired twice in the last 4 months, which is unacceptable. The last time Sears sent a repairman, and later that day I received a fraudulent charge notification from my credit card company. There was also a $1 charge to Sears from earlier that day (this charge was also not authorized -- it is not unusual for people who steal credit card numbers to check them with small sums). In searching our home, it appears that the statement for that credit card was missing from near where the worker was working. We called Sears and notified them of the fraudulent charge and were told twice we would get a call back. After a week of waiting but not getting a call back, I stopped in to speak with a manager. Apparently the manager was too busy for me so I spoke with another employee who told me she would tell the manager and have him call me. He still has not. I would have thought a concern about a potential burglar and ID thief who may be using Sears as an instrumentality to commit crimes (both in access to homes and access to their ability to fraudulently charge a credit card) would have made them spring into action. In the meantime I wonder how many other home Sears has sent this individual to and who else has been victimized, especially right before the holidays. UNACCEPTABLE!

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Freya2525
West Chester, US
Dec 26, 2014 8:45 am EST

So I have a broken "flapper" on my refrigerator. It's a kenmore. So I call sears. They ask the model number, serial number and problem. I give them all the information, INCLUDING what's wrong with it. The "flapper" is broken and needs to be replaced. I get told I must pay $95 for some one to come out, plus the part cost and "labor", but no idea what the total bill might be.

I get a call from the service tech on day of repair and get asked the same set of questions. I dutifully reply and am told, they have " no idea what the cost would be until they diagnose the problem". Tech comes and diagnoses that the "flapper is broken". And low and behold the part IS on the Truck! What luck!

Then comes the scam estimate. $360 to replace the "flapper" that no one could tell me the cost of before, even though I told two sears personnel the exact problem ( and I'm guessing the part was put on the truck based in my description of the repair). I naturally refuse as I can buy a new unit ( not a kenmore), for maybe $1000, with a warranty.

So the scam. They knew what was wrong with the fridge. They knew how much they charge for that repair, yet they suckered me into inviting them into my house before they throw out an outrageous fee to replace a tiny plastic "flapper".

How many "diagnosis fees" must sear get in a day with this scam.

Sears has a long history of unethical business practices, and for this consumer, I've dealt with sears for the last time.

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Magnramirez
West Chicago, US
Jul 01, 2015 10:59 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

New refrigerator purchased in early March 2017. As of 6/30/15, the item stopped working. Contacted 1-800-4-my-home to inquire about a repair. Spoke with several women (I think I was taking to reps in the Philippines). I was told they could not get a service tech out until 2 weeks. I told them my family can't do without a frig for that long and I was told repeatedly that was all they could do. I demanded that I either get a tech today or replacement and was told "no, they would not do that." I was also told all the techs were schedule out because they also service AC and it was because Chicago was having a heat wave. I told them today was a high of 71 degrees! What heat wave? This frig is still under warranty. I am furious. Sears does not stand by their products and their customer service is terrible. I will never purchase another appliance from them again!

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smithJS
Upper Darby, US
Jul 22, 2015 6:52 pm EDT

I purchased a Samsung refrigerator approximately 3 years ago from sears. as of this date there has been 6 home visits to repair the refrigerator within the past 3 months. On 3 occasions the exact same part was replace. Finally, I was told Samsung was aware of the problem and had developed a patch to fix it. The so called patched was installed and failed to fix this LEMON of a refrigerator. Now I am being told I will be given 1//2 of what I paid to get another refrigerator for something that is your company's fault. You produced a defective appliance and the customer is suppose to bare the cost? I will post this every where and ask my followers to share the above information unless someone contacts me to address this problem. I have already started on facebook with sears and Samsung is briefly mentioned. Ps the post is being shaed

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Reviewer95030
,
Sep 01, 2015 5:10 pm EDT

I am very disappointed in Sears! I purchased a stove on 8/16 with a delivery of 8/23, I received a message that delivery was pushed to 8/31 and a third message pushing delivery to 9/1! I received a message and phone call two hours before delivery saying my stove is out of stock and I would have to go in and pick another stove – unacceptable! This would not have been a problem if this was mentioned after the first delay, I do not feel I should be responsible to take time out of my day, pick another stove and wait an additional two weeks! Also, After the first delay I was to receive a fifty dollar gift card via email which has not happened and when I asked to speak to a manager this morning I was told I would get a call back within 24 hours? – Seriously! I had to convince my wife to do business with Sears and I am left with egg all over my face with this incident. I am very surprised with the power of social media that a company is willing to let a business transaction fail and let the customer walk away and tell their friends who tell their friends to avoid this business so they do not walk into the same situation.

6 hours later, I just received a call from a "sales" rep who was told by a manager to call me! I can't even get a store manager on the line. Wow, they found a similar oven that I cannot get until September 15th? Is this how Sear does business?

Also, The delivery driver called me from my front door letting me know he was there. He did not even know he did not have my stove in his truck, embarrassing.

I returned my stove and determined never to do business with them again, it truly is a shame that you read articles about Sears being the next big business. I went out of my way to give them that business and only left with a bad taste in my mouth.

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Reviewer66278
,
Sep 15, 2015 6:46 pm EDT

Leaky hotwater heater. 2 Years left on Mfg Warranty. Called for Service on 09/10/2017. Sears could not get anyone to look evaluate the problem until 09/21/2017. I am certainly glad that I called my own plumber first since he came right over and drained the hot water tank because it was leaking all over my basement. Both my plumber and my son who works for F.W. Webb also tried calling to get a replacement tank and Sears said they had to send their own repair person to evaluate the problem before replacing the tank. I was told we were going to be charged $99 for a trip charge, plus would be charged for the plumbers time to evaluate the problem and determine what parts needed replacement. We would be charged again for the plumber's labor when he returned to replace parts or entire tank. Who can wait 11 (eleven) plus days not to have hot water in their home. Amazing when I called to order a new hotwater heater they could have it deliveivered and installed on 09/15.

Do not buy Sears products. This is the last time I would ever buy anything that requires service from Sears. It is no wonder that the company has financial problems. If they cannot keep their customers happy who is going to buy from them. This is not the first time I have had a problem with Sears services but it is defintely my last.

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chpdge
, US
Sep 29, 2015 8:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We bought a kenmore elite french door refrigerator 2 years ago ( 2017), from the beginning the freezer door would condensate on the front of the door, and the ice maker has now frozen up solid and has not made ice for 6 months. We had a sears tech come out and he told us that the problems we are having stems from not enough insulation in the door when it was built. Now the repair man quoted us 2300.00 dollars for the repair. How was i suppose to know during the warranty period that there was not enough insulation in the door for everything to function properly. I have been reading over the internet and it seems that many people are having this problem. Sears needs to resolve this for us, and take care of this.Customer service will will pay 69.00 dollars of the 175.00 that we paid for the service call, and told me to send a letter to corporate because apparently they dont do e-mail or phones
Thanks

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jim Rider
, US
Nov 23, 2015 4:58 pm EST

I purchased the most expensive washer and dryer "set" and ended up with a new "non-matching" washing machine because parts were no longer available - I am having all of my facebook friends and LinkedIn Connections aware of how poorly Sears treated me and my situation. Horrible and I will never purchase anything else and make it my life's mission to discourage anyone else from every buying anything in your stores again! James T. Rider - Palm Springs California Sears Customer service lied to the BBB about the situation and the store offered a 10% discount on a new "matching dryer". I've notified the local TV Stations to have them do a story to see how many other people who have spent a great deal of money would be satisfied with a "non-matching" pair especially when they had insurance!

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rmeoni
, US
Nov 25, 2015 7:38 pm EST
Verified customer This comment was posted by a verified customer. Learn more

On 11/25/2017, we received delivery of our refrigerator. The 2 delivery men were seemed to be rushing - but I chalked that up to just them working hard. It now the day before Thanksgiving. They complete the delivery. I was trying to ask them questions, but they seemed not to understand. Short story - when I went to look at the refrigerator, a big dent on the front door. They clearly must have seen it as they rushed out and before I could call them back, their truck was speeding away. They didn't even remove all the wrap on the outside of the refrigerator. They didnt remove any wrap or tape on the inside (but maybe thats not in there job description). Called customer service and they said they couldn't just replace the door and would need to send another one out - on saturday! Well, there goes Thanksgiving. Probably the worst customer care I have experienced ever! Thanks Sears for ruining Thanksgiving.

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myra starkey
, US
Dec 07, 2015 8:34 am EST
Verified customer This comment was posted by a verified customer. Learn more

I purchased a 2017 machine and purchased a master protection agreement. In 2017 the unit was still under warranty and it quit working. Two technicians came after I waited for 30 days in between calls, each saying something else was wrong. (they stated they had no idea). This began at the beginning of Nov, By January I was tired of taking the laundry out so I called and complained again, this time in certified letters detailing the dates and times of the calls. FINALLY in January of 2017 I received a new machine- It is NOV and this one has leaked water all over my floor damaging the floor and I have called since last WED night trying to get a technician to come. Today I called again and twice the phone disconnected on the other end. I called back again and they scheduled me on DEC 16. Yet they could not find my new machine in their system. They never asked my serial number which I assume will come up later and then the repair will again be delayed. I have been through this before- CAN YOU HELP-- you helped before.. [protected]

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tiffybear
, US
Dec 08, 2015 9:40 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Started having problems with the time on my Samsung dryer that I purchased with a warranty from Sears. Original appointment was scheduled for a Friday evening. The technician came out on a Friday evening, but was here for only a short time because the brainiac that I made the appointment with ordered the wrong part. My sister in law rescheduled the appointment for 12-11. The tech told her he would be here at 9 because she had a appointment to leave for at 10:30. I got a confirmation call that they would be here between 10 and 2. I called to reschedule and was told they wouldn't come out except on a Tuesday, Wednesday or Thursday. I explained to "Anna" that this didn't work as we all have jobs and I needed a Monday or Saturday appointment. She informed me this wasn't possible, so I asked to speak to a supervisor. She transferred me to "Ben". I could hardly understand either one of them because their English was so bad. He confirmed that he couldn't give me an appointment for a Monday or Saturday. This is unacceptable. I shouldn't have to miss a day of work because their people can't do their jobs and order the right stuff to begin with. To resolve this, I want to talk to someone that I can understand and that can understand me. All I want is to schedule an appointment that fits my schedule. That what we paid good money for, for both the dryer and the warranty. Sears service leaves ALOT be desired.

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Terry
,
Mar 12, 2008 9:43 am EDT

My air conditioning went kaput around Aug. of 2017. Did some research, ended up calling sears for an estimate for a new air conditioning system. Salesman came over, gave me pricing, etc. So I went with them. A few days later it was installed. However a new platform for the unit was not installed, they used the old one. Basically I paid for something I didn't get. I called the salesman and manager and was promised a credit. Didn't happen. Called again, promised a credit... didn't happen. Now when I call I get no answer. NICE SEARS!

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Jack Shore
,
Oct 15, 2008 5:01 pm EDT

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.

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Ron
, CA
Feb 08, 2009 3:17 pm EST

Recieved pajamas protocol type for christmas first of all I was told they would have draw string in pants no such thing when I tryed them on they were already ripped in the crotch and also on seam on right leg .went to bring back they said cann't return because worn once I think they were used already.So I will never BUY any sleepware from sears again and will tell all friends and neighbours that they should not buy this kind of stuff from this uncaring store again

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Shot
, US
Aug 30, 2009 6:17 pm EDT

Think twice about buying “any” product from sears. Sears sales people will tell you how wonderful the master repair agreement is and once you purchase the agreement you are at sears’s mercy. Sears is the only one benefiting from their wonderful master repair agreement because you have prepaid for services they render at their convenience not yours. 1st you schedule service a week from the day you call for service. Then if you miss the technician’s call on the day of service you are just out of luck. Since sears seems to be cutting back on employees, once you have scheduled an appointment you only have a 50% guarantee a technician will make it to your home. If the technician is over booked or calls in sick, your service is pushed back to the next available day, as if you never made the original appointment. If a technician do make it to your home then they have to order a part that takes a “few” days to be delivered (And you must trust that the technician has ordered the right part if not you start all over), then you wait another week for the technician to come back. So it can take up to 4 weeks for your product to be serviced and if you just payout of pocket for another company to service the product you then have voided your service agreement with sears. Basically sears is trying to run down your service agreement contact. Then a few months before it time to renew the agreement you will start getting calls from some perky sales person telling you how wonderful the master repair agreement is to have on your products. But make sure you add up how much it can cost you to take your laundry to a laundry mat for 4 weeks or being without central air in august or heating in january for 4 weeks or without a working refrigerator for 4 weeks, before you give them your credit card number.

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Krovus
, US
Jan 05, 2010 11:45 am EST

Do not use Sears.com. I have had nothing but trouble with an order that I placed online to be picked up at the store. When I placed the order I was advised that I would receive an e-mail notifying me when I could go pick up my purchase. I received the e-mail. I drove to the store. I went to the customer pick up area. I presented the e-mail, as instructed. I was told they did not have the items I ordered in stock - even though I had an e-mail confirmation. I then went to the department in the store to speak with a "manager". I was told that even though I had the e-mail, the items were only "on order" and were not yet delivered to the store. I asked when they would be available and was told that they could not tell me for sure, but that I could call and they would let me know. The issue is not so much that they don't have what I want, but that they CONFIRMED that they DID have what I orderd and paid for. I spent a total of 2 hours on the phone today trying to get someone to answer the phone and find out if the items were available. NO ONE in the store answered their phone. NO ONE at customer service (are you kidding me?) could help. NO ONE at the Sears.com customer service could answer the question as to why I was sent a confirming e-mail when the items are clearly not at the store. The customer service people DID say that this is NOT UNCOMMON!

How do they do business this way? If my company handled our customer service this way we would not have any customers left!

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EJVELASQUEZ
BLOOMFIELD, US
Feb 04, 2010 6:16 pm EST

There have been a few times we see an item in the sale paper and go to sears store in farmington new mexico, and they never have the item listed in the paper today we went to get a tv that was on sale they had several on display of different brands, we asked about them and were told they did not have them in stock the sale started this morning and we were there before noon, and they did not have any, this has happened every time we go to get something on sale there, at sears. We walked out and went to target and found a better brand tv at a better price, but the store did loose a sale, since this has happened more than 3 times we will not be going back to the store, the sales girl right away waned to show us a higher priced tv, we are on a very limited income and this was not something we could do, thank you very much elaine

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Eukanosse327
, US
Apr 07, 2010 1:07 pm EDT

We have a rider mower from sears, craftsman, 3yrs. old. we've had the same bracket fixed twice so far, once a year, it is a good thing we took the ins. out. but when that expires we'll have to buy the same part every year, it seems.we bought from sears because of their quality products, but i wish we'd never bought this one. it is not a good mower at all.we should have returned it to begin with. i won't buy another one from them.

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steven cruz
central islip, US
Apr 12, 2010 5:33 pm EDT

on march 29, 2017 my furnace was on in my home. Then I smelled burnt rubber in my vents where the force hot air would come from.I called the fire department and they came to investigate the smell. They told me that it was no sign of a gas leak or carbon monoxide. They told me to turn it off and call your service contract. I called sears the same day and they came the next day. the tech was nice and professional but I told him the smell is coming from the vents. He told me all the safety on the furnace are on, then he left that is when the smell return I called sears again to come back on april 7, 2017. So a friend of mine gave me an independent heating cooling guy he came over and asked what was the problem? I told him the problem. he told me turn on your furnace and I did. He did not touch the parts of the furnace or any other part of the furnace. He told me to turn off the furnace, he open the side of the vent and look in with his flashlight and said oh here is your problem a liner on top of the heating exchange. I was very grateful to him but angry that the sears tech did not go the extra mile to explore the problem I told sears about it and they wanted to cancel my service contract. twenty years a loyal customer and they wanted to cancel my contract because someone found the problem but their tech could not or didn't want to be bothered. I already made a complaint with bbb and consumer affairs and from this day on I will never buy anything from sears again.

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Joshua
, US
Jun 30, 2010 6:02 pm EDT

I needed two sets of blades for my Craftsman GT3000 tractor w/48" deck, each set have 3 blades.

I went to Sears only to find they now only sell them 1 blade at a time, and the cost has gone up by 41% compared to last year when I looked - $21.99 each.

I spoke with an associate and asked why the price hike? He said last years price must have been a clearance deal and this years product is better. I explained that I was certain the part was the same and not on clearance last year.

In the end, I went to Lowes to see what they had. I found a 3-blade kit that was for my tractor for $33.95, that's almost half off the Sears price. I installed the blades and was very pleased, they are better than the last set by far.

Sears is charging too much, I'm not going to pay 40% more for something that I can get from another top name store nearby...

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dk33mama
Rockport, US
Jun 09, 2011 6:58 pm EDT

I called Sears for an appointment to come to my home and fix the riding lawn mower that I had bought there a few years ago. I was told the first appointment they had was over a month away. I went ahead and said okay. June 7th, the day of my appointment rolled around. I got a call saying no one would be out to fix it that day, that they would be out June 9th. The next day, I got a call saying I needed to call and reschedule my appointment. I called and they said dispatch would call and schedule my appointment. Surprise, surprise, I got no call back. Then I called the next day and there were no available appointments for 3 weeks, June 28th was the first available day. I fussed and complained, but to no avail. I asked to speak with a manager and was put on hold. 40 minutes later, I hung up and called back. I asked again and was once again put on hold. After 20 minutes on hold, I gave up, called back again and told them I was putting in a complaint, but all he said was that he could reschedule my appointment for June 28th. I said forget it and I wasn't using Sears anymore for repair services. Guess they're not so good anyways; I have seen a lot of complaints online.

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davesmad
Ishpeming, US
Jun 13, 2011 11:30 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

sears tech. has tried to fix the same problem [stalling engine] many times. At least 5 in 2017. The last time was in November, when they put a new engine [accept for the parts he had to swap from the old engine] which has about two hours of run time. Since it has been more than 90 days. It is not the same case. I guess I was supposed to mow the 3ft. of snow to find out if it was fixed. Warranty ran out before time to mow again [3 weeks] Sorry, your problem now. You will have to pay for repairs.

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Charles Gauthier
Limoges, CA
Jan 18, 2013 11:06 pm EST
Verified customer This comment was posted by a verified customer. Learn more

On January 5, 2017 Sears had a blowout sale on lawnmowers. Lawnmowers valued up to $380 on sale for $99. I was the very first one at the sales counter and told the salesperson I was here to purchase a lawnmower that's on sale and that I wanted a self-propelled one. The picture of the one on the flyer was selling on their website for $349.99. The salesperson told me that the lawnmowers were all "there", signaling to a section of the store. I went over and started looking at the lawnmowers. I noticed that there were 2 lawnmowers like the one pictured on the ad. Seeing the salesman wasn't approaching me I went back to him, leaving the lawnmower section, and again mentioned that I was here to purchase one. At this particular time people were starting to arrive in the section and surrounding the lawnmowers. The salesman said I had to wait for him to find out how many mowers he had in stock. I mentioned to him that I wanted to make sure that I was the first person to pick one and he assured me I was.

At this point people were starting to hold on to some mowers. Another salesperson even told me that if I wanted one that I should go over and put my hands on one to reserve it. I told her that I shouldn't have to because I was the first in line. Also, if I did that it would mean causing a scene since all the lawnmowers had someones hands on them.

Enter the "Manager" to handle traffic. He was told by the original salesperson I first saw that I was the first one to arrive and that he had to check how many mowers he had in stock. He came back later to say that the only self-propelled mowers he had were the 2 that were already on the floor. I told him and the manager that I should be getting one of them, since I was first. The manager said that he couldn't do anything about it because people had put their hands on them. I told him that he should and that it is his job to then deal with the irate customer. He told me to give him my name and phone number and that someone would call me back and that they would "take care" of me. And so I left, empty handed, after being the first in line.

When someone called me back they said that unfortunately there was nothing they could do about the whole situation and that for the inconvenience they were offering me a $50 gift certificate. I told her that was unacceptable since I was supposed to get what would have amounted to $250 off a mower, remember the one I wanted (which appeared on the flyer and they had 2 on the floor) was selling at $350. I asked to speak to her manager and she said he would call me back.

When the manager ( not even the one that was at the store that day) called me back he offered me a $100 gift certificate. I told him as well that was unacceptable.

I even spoke to a few people at the "corporate" office and let me tell you they weren't any better at handling the situation. One even said to me "Who's fault do you think it is that you left empty handed". I spoke to people all the way up to the "floor supervisors" in charge of the corporate office call-centre, however they could only offer me a $250 lawnmower at $99. You guessed it, unacceptable.

So that's where I'm at now in this whole mess. Even the Sears corporate office won't correct the original mistake.

By the way, in case you're wondering, I have names, times and dates to back up my dealings with them.

Anybody out there care?

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TimRNYC
New York, US
Aug 30, 2013 6:21 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Our small fridge was a little over 3 years old. We purchased a "Master Protection Agreement" about 6 months ago.
It stopped cooling.
We scheduled a first in-home repair visit.
The 2 contracted repairmen were nice, but quite honestly, clearly had no idea what was wrong. They called somebody at Sears. I have no idea how it was possible, but the Sears phone person determined the "control board" was faulty. So they ordered a new control board and scheduled another appointment with us for a week later.
One week later, the same 2 contracted repairmen returned and installed the control board. The fridge still was not cooling. They ordered a new fan and scheduled another appointment with us for a week later.
One week later, the same 2 contracted repairmen returned and installed the new fan. The fridge still was not cooling. SO FINALLY they investigated further and found leaking oil and coolant behind the back panel.
When I expressed frustration that they were now going to order more parts and have to return a FOURTH TIME, the repairmen got angry and explained how it was not their fault. [How was it not their fault for not opening the back panel from the outset to fully investigate the problem?]
When I called Sears again, first I was told that it was impossible to offer any compensation because their records showed that only 1 repair call had been made. So I put them on the phone with the angry repairman, who was still in my home. He told Sears that he had been there 3 times. Then Sears told me that I could have a $50 gift card to compensate me for my trouble and the 3 days I had to miss work to meet the repairmen ("we'll be there sometime between 8 AM and 5 PM").
I am buying a new fridge from another manufacturer.
I canceled my "Master Protection Agreement."
I will never again buy a Sears or Kenmore product. Ever.

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Norwood Grubb
Kansas City, MO, US
Jan 23, 2014 12:48 pm EST
Verified customer This comment was posted by a verified customer. Learn more

On January 2, 2017 the glass oven door exploded on our Sears drop in electric cooking stove. My wife was standing in front of it at the time, but fortunaty was not injured. She has spent numerous hours on the phone talking with more than 11 Sears and stove manufactoring representatives. Final out come was that they would do nothing.
This seems to be a regular occurrance so I hope that no one is ever injured in one of these explosions. I could attach a photo, but that would probably serve no useful purpose on this forum.
Thank you,
Norwood Grubb

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Gary Kitchin
Jackson, US
Jul 20, 2015 12:59 pm EDT

Appointment made last week for July 20, 2017 between 8 AM and 12PM. No one showed up. Received phone call 33 minutes after 12 PM stating that the repairman would not be able to come today, July 20, 2017, to do the repair. The person who called said that the next available date would be August 3rd between 8 AM and 12 PM. Our freezer had be out since last week. The customer service is terrible.
Please let me know what you can do about this,
Gary Kitchin
31 Davenport Cv
Jackson, TN 38305
gary.kitchin@gmail