Sears

I bought a new washer and dryer in July, 2017 and I also paid for the additional payment agreement... My dryer is making a noise so I made an appt. online for someone to come look at it. Now when I bought the agreement I was told I would never have to pay for anything, no paying for someone coming out to check it and no payment for fixing no nothing... however I receive an email confirming my appt and saying it's going to cost me 89.99 for someone to come out. The dryer is not even a year old and I expected more from Kenmore and from Sears. If I have to pay for someone to come out and see what's wrong and to fix it then I will pay someone else that is cheaper and you will refund my credit card what I paid for the protection agreement. Marilyn and Robert Panico, Derby, Ks

I shopped at Sears Great Northern Ohio and the cashier pushed the credit card offer of $60.00 off my purchase if I applied that say, I agreed and did apply. I was advised by the cashier I was not approved, I received no $60.00 discount and took my denial receipt and went home. Today I receive an alert from my credit monitoring that Sears is a new account on my report $6000.00 limit. I called and spoke with Ruth who I explained my concern and upset about being scammed and that I have not even received credit cards in the mail for Sears, I had a hard time understanding Ruth. She put me on hold for 5 minutes and came back and said I have great news, we have issued you a $60.00 credit on your account to use for future purchases. I express my upset that I had no intention of using the card and that I felt I was scammed that day and now being pressured to use the card to get my $60.00 discount, again I said I hadn't even received the card. Ruth continued to speak as if it was my "Lucky" day. I asked to speak with someone else as I could not truly understand her. I received Aurora, who was defensive from the beginning of our conversation, she didn't let me explain as she just repeated what Ruth said and Aurora kept stating "You were given a $60.00 credit on your account to resolve this." I explained I didn't want to use the card and that the cashier never said I would have to use the card if approved, and anyway I was not approved. No one can answer how that happened, where the cards are. Aurora became more defensive and abruptly told me it takes 2 weeks to receive the card even though the were mailed out on 1/23/2018. I again asked how this could happen and was again told "you received a credit to resolve this" At that point I advised I would take this matter further and hung up. My credit report had dropped points due to the "denial" and now I have a new credit card that I was told I wasn't approved for. How many other people has this happened to?

Worst possilbe customer service. Waited two weeks for an appt on refrigerator, was told appt times were between 8 and 5, which is terrible. But that they would call the day before and day of with a two hour window time. No phone call made, even signed up for text messaging. One automated call the evening before said to check website for estimated time of arrival... It said between 8 and 5! I waited the following morning,, no word. Decided it would be safe to take a shower. Apparently the serviceman came but didnt even ring doorbell, instead left a note on my garage door! I certainly would have expected it on my front door.

After calling back, speaking to avery rude person that said you missed him you will need to reschedule. I explained what happened and that I had taken off work and needed him to return. She rudely said again that that wasn't possible. I ask to speak with her manager and waited five minutes on hold to get disconnected. I called again spoke to a very nice lady and after explaining was told she would certainly have the tech return to fixed my refrigerator and she was very apologetic, then about twenty minutes pass and someone called and said, needed to be rescheduled they certainly cant come back today. I called the escalation dept and again spoke with very rude people who told be they would do what they could but should go ahead and reschedule now. But they could give a two hour window! they said routing would call me and so far nothing. I and going to have to get this repaired and pay out of pocket as I need my refrigerator. The most rude people that do not know what they are doing that I have ever dealt with. Nothing will ever be purchased again sears!

Nightmare with Sears: Sears Customer Service Bait and Switch techniques
Sales # [protected] / purchased on 12/30/17 in the store in Saugus, Ma Paid $2499 + tax.

Promises made by Phillippine Call Center not fulfilled. Deceptive Practices.

PriceMatch Discount prior to Delivery of $374.99 never followed through
1. Inquired when confirming delivery if they offered price match where Amazon was offering the same fridge from Kenmore for less. After some time on hold with Kirk (Emp ID unknown), he came back, after verifying and talking with his manager, offering me a refund of $374.99, which was even more than the price differential on Amazon. While first he offered via Sears Rewards Points program, I declined and he said a credit card refund would take 7-10 days. He even called me back 3x to get the credit card number from me and then my husband as it was his credit card. This call took place with him on 1/2/18 at 5:35-5:43 EST approximately.

2. Delivery made on 1/3/18 came with with cosmetic damage on the bottom freezer. The delivery guys were excellent. They took a picture of the damage and submitted it. They said they would come back next week with a new refrigerator and simply change out the door. They told me to be sure to call customer service as well which I did that evening. I was quite surprised when Daisy / Employee ID unknown offered us $2000 "just like cash" in Sears points if we could live with the dents in the fridge and not take a replacement. We confirmed at least 5 times that it was $2000 since we were in disbelief, and she said yes. We confirmed with her that it was 1 point per dollar and that we could spend it at any Sears or Kmart. She explained it would take up to 24-48 hours to show up in our account. We agreed. We requested this to be confirmed in writing but she said she had no way of doing this.

On Saturday1/7/18, we showed only $275 worth of points of which $75 were from points for the purchase in our Sears Account. I called back to find out why we were not showing the $2000 they promised. The agent informed me that Daisy must have made a mistake because we were only promised $200. I asked to speak to a supervisor and got Neil Employee ID 881038. He again apologized and confirmed that we were given the $200 we were owed and that it was not $2000. When I asked to schedule the replacement, he offered me $500 in points on top of the $200 already there as a concession. After discussing this, we decided to decline and asked for the replacement. He then said that he could sweeten the deal to another $100 for a total of $600 on top of the $275 already in our account. At this point, I was getting annoyed and quite honestly, if he had offered the $600 from the get go, maybe we would have taken it. I told him I was annoyed and I didn't want to continue with these games. And so he processed the request for a replacement.

Second fridge arrived with an even WORSE and bigger dent in the same location, lower left of the freezer door. Sears called back a week later to schedule delivery of the 3rd Fridge. At this point, I asked for a supervisor to call me back because we still had not received the refund of $375. No one ever did.

3. I finally called on 1/27/18 to inquire about the $374.99 refund and was informed that it was only $240 they could refund me per Agent Jess / Emp ID 98186. Again, I asked to speak to a supervisor and was told no supervisor was available but someone would call me back in an hour. I was surprised when Supervisor Aaron / Employee ID unknown did call back, and he reiterated the same offering, only $240 was all he "was authorized" to offer. We were willing to accept the $240 and asked him to send this in writing via email or fax which he again refused. We asked for this in writing because at this point we don't believe anything Sears says over the phone. When he refused, we asked him to schedule the return of the fridge which he did and has scheduled it for 2/1/18.

Dear Sir or Ma'am,

I'm writing to express my sincere disappointed and frustration with the home repair department. Today, I contacted your 888 number to schedule an repair appointment for my Kenmore refrigerator. I elected the technician come to my house between 10 am - 2 pm, I asked that I be called prior to the technician showing up. The customer service representative confirmed someone would call my cell phone number [protected] because I was on my way to work. At 1:49 pm I called the 888 number to advise I hadn't been notified and the first representative told me the day is not over maybe the technician is running late and I should just wait. This response wasn't acceptable so I asked to cancel the home repair warranty I agreed to early on the first call. I was transferred to someone just to again tell the above to be put on hold and be transferred again. The representative was also from Home Warranty she placed me on hold and stated there was 6 houses on the technician schedule, he was at house number 4. She further stated he arrived at house 4 at 1:42 pm and that I was number 5 on the list and someone would call my cell phone to advise me when he was on his way. So I came home around 2:30 pm and found stating the technician was at my house at 1:59 pm. I immediately called the number on the note and was told the technician would return. Around 4:39 pm to again inquiry about my appointment and was told the technician was at my house at 2:15 pm and that a call was placed to my home phone number [protected].While on the phone I received a text stating my appointment was rescheduled to 1/30/2018. A supervisor, Addison stating that unfortunately there was no technician available until 1/30/2018 to access my refrigerator.

I requested Corporates' number and was told by Addison that he didn't have a phone number and I could file a complaint by emailing [protected]@customerservice.com. I sent an email just to have it returned undeliverable.

THIS IS NOT ACCEPTABLE! I am a loyal Sears customer and I was given incorrect information each time I interacted with Sears staff, nevertheless my refrigerator is still not cooling, I am forced to contact another company and pay weekend fees.

To say I am upset is an understatement. Please review my complaint and contact me regarding this matter.

Sincerely,

Donna L. Carter
[protected]

I ordered a part for a Kenmore hot water heater on [protected]. Two days later I was informed that the part had been back ordered and was not given any estimate as to when the part was to be delivered. I then called Sears Direct to cancel the order. The lady I spoke with told me the order would be cancelled and that I would receive a refund. I got another email today (1-23-17) informing me the part had been back ordered. This aroused my suspicion because I shouldn't be getting information on an order that had been cancelled so I called Sears Direct again. This time I was told I would have to wait until the back ordered part arrived at my home and to then return it and pay the return shipping cost. During this time my payment is tied up with Sears and I'm to be saddled with shipping costs to return an item that hasn't even been shipped to me yet. When payments to Sears can be transacted over the internet in a matter of minutes, but they can't handle something as simple as cancelling an order there is something wrong.

On or about 21st.of January we had service appointment that was made.In home repair for a dryer that would not start! Of course the appointment window was between 1-5 pm.Well the serviceman came in the latter part of the pm, as to me it was packing up time to go home.Well after he was there, it couldn't have been twenty minutes before I heard the dryer on.So I approach him and that it was pretty quick!He proceeded to try and sell me parts that I didn't need and said it was procedure.To get to my pointing knew about the 89 dollars to come out.He charge me over 200 for replacing a fuse and said another fifty to clean vacuum the dryer.Which it was not warrented.I had not only vacuum behind the unit but also attach back a broken piece attachment. He left after ripping off a scam!If that the type repairmen your hiring, your the last company I will recommend!

We purchase an over the range microwave oven and it was installed by Sears on April 11, 2015, we also purchased 5 years MPA and was told that Sears would cover any repairs or replacement we required until April 11, 2020.
On January 9, 2018, as I was preparing oatmeal with toasted walnuts, as I had done hundreds of times before, there was electrical sparks and heavy black smoke coming out of the center. I center had melted and the smell was like an electrical fire. I called Sears and they sent a repair man the next.
The repairman told me that he could not repair the oven and that it was not covered by the protection agreement because I had not used it properly. He, personally, did not agree with this, but it was not his decision. I called Sears National Customer Relations.
Sears Rep. said they would schedule another repairman within 24 - 48 hours. After 48 hours, I called them back and found out that no one was scheduled was, nor any report filed.
Then, as luck would have it, a salesperson called to try to sale me another Sears warrant, and I told her about my Sear's failure to honor their agreement. She looked up my complaint. She told me that Sears did not cover any failure that resulted in a fire, and that it was my fault because I should have read the agreement when I bought it. Like, if I had read it, I would have known that when it failed it would be because it caught on fire.
I will never, ever, ever, purchase anything from Sears again. I heard that Sears is close to going under - now I know why.

I am so angry right now I can't type and have had to restart this complaint twice.
I have used Sears products for years, in fact we used to call our utility room the Kenmore Room.
I will NEVER buy another Sears product again. This washer is a few years old, five at most, and the bleach dispenser is totally rusted out. I first noticed when I began to see rust spots on my laundry.
I have not used the bleach dispenser since I saw the first spots, and add bleach the old way: fill. Washer with water, pause, add bleach to load, continue.
It is still rusting, even without use.
Did anyone tell the manufacturer that washing machines use water? Why didn't they use stainless like they used on the drum?
Sears says they don't fix rust problems. What kind of store fails to stand by their product?
This is not a cheap machine and I don't really budget for a new washer every few years. I will ultimately have to buy another, but it won't be a Kenmore. Nor will my dryer, my refrigerator, freezer, nothing! I will never give Sears one more dime!

I purchase a grill (lay away) on 11/05/17. my final payment was on 12/30/17. according to the associate at the store the grill will be there the following week. I whent to pick it up at the pick up department the following week and its not there and is not showing on the system neither. I waited another week, I whent today 1/13/18 to check on the status of my grill and is still not at the pick up center. This time the associate try calling the assistant manager to come and talk to me, but she or he never came out. The associate comes back and gives me a number to call to track down my item?. he provided me with this number [protected]. The representative couldn't help me neither. I also chat with a guy name Rhys online and he wasn't able to help me neither, he provided me with a number again, so here again I call and nothing they couldn't help me. it has become so inconvenience. any help would be appreciated.

thanks
juan perez

Ice maker not working again. 4th time in less than 2 years old.
Repair services were out three times in first year. Fix lasted 12 months. Repair quote is $350 to replace icemaker, since a sensor went out and it is connected to whole unit. This issue was considered a design flaw then band-aided temporarily. What now. Paid for counter-depth French door, freezer on bottom, stainless steel frig for our new kitchen with a new stove, washer and dryer, all Kenmore. Kenmore, are you willing to stand behind your product and services? Just want us to purchase a new product? After spending about $5000 for Kenmore products, it is reasonable to expect more than two years from this type of an appliance at these costs. Let me know if you can correct this situation.

I bought a Kenmore vacuum cleaner from Sears Canada at Oakville Place store ( Closed now ) about 2, 5 months ago.It is partially broken after 1 month of purchase, for one month I'm trying to get it repaired but no support or response from Sears. Kenmore is just a brand name and supported by Sears only as I understand. I called different numbers, no solutions.. some of them saying they are not dealing with small items, some of transferring to others...wrote down their web side as a customer request..I just want it to be repaired under the warranty because I only used it only 1 month, is it too difficult ?

Hello fellow consumers,
I ordered this part from a refrigerator that has had nothing but problems from day one! It is only 2 yrs. Old, and now no part! It said in stock, I ordered it with a "live" person at sears parts dept. On 1-3-18. I paid for expedited shipping! She said, (and on my order receipt), delivery would be 1-5-18! No part! I called someone in parts said they were waiting on frigidaire? Not acceptable! The sears repairman had the part. He wanted $300 to put it in! Would not sell us the part! This is an outrage! No refrigerator for over three weeks now! I want a full refund! This kenmore #60412 refrigerator is a lemon! I will also be letting it be known on social media, and the bbb.
Susan hahn

8/30/17-bought fridge, 11/21/17-compressor died, 12/7/17-tech showed up, compressor not here, 12/27/17-new compressor installed, 12/29/17-fridge temp 50F, Freezer temp-30F, 1/3/17-tech came, fridge evaporator needs replaced. Both manager & tech said we should be given a new fridge. Of course that didn't happen. Tech won't be back until 1/19/17 to install new fridge evaporator. We've not had use of this fridge for 46 days now. Umm...this might be part of the reason why Sears is closing so many stores. Consumer lack of confidence in their appliances.

It's the coldest week on record and we have been without heat for nearly 2 weeks! Heat pump maintenance done in October and tech said a part was failing but Sears won't cover it until total malfunction. That happened on 12/27 Sears doesn't send anyone until 12/30. He gets it working but it dies 6 hours later. We call again and no o e comes until 1/3/18! That get says the compressor failed and they have to order a new one. That's the last we heard! It is 10 degrees outside. I called today and they say they have no idea when it will come in. I called around town and found 5 of them, one less than a mile from the house. Never get anything from Sears and get heat pumps from a local company that values customers! I worked at Sears in the early 1990s and the company respected & valued customers. Staff was instructed to bend over backwards to satisfy the customer. In recent years they have been going g under and the reason why is clear.

My name is Warner Howard. My number is [protected]. I took my car in to get a slow leak repaired in my rear driver side tire. I was told I would be called upon completion of service. Instead, I returned to the shop to find that it was closed with my tire unrepaired and my keys still in the shop without anyone calling me. An associate in another department contacted Ernest (the man at the auto department's front desk) for an explanation. Ernest said that he called me and left a voicemail. There was never a call or voicemail. To top it all off, I was told to purchase a gift card to cover the cost of labor. I was never contacted, lied to, and charged for labor that didn't result in a fixed or new tire.

Sears repair services suck.
We have american home shield insurance on our appliances and such. Not had any problems with ahs since we bought the house. Sears is one of their contractors.

We had a problem with sears showing up on the scheduled day/time (8-5) a month or so back - the tech called about noon and said he had to reschedule because a job he was on ran way over. Ok - we get that. All sorts of things take longer - dr's appointments, car repairs, electronics repairs, etc we get that.

Sssooooo we called ahs last thursday because the dryer broke. Again asears product. Sears appliance repair called friday and scheduled an appointment for today 8-5. We had a couple automated calls over the weekend including one yesterday afternoon at 3:35 that we had an appointment today 8-5.

At about 1240 today, sherry answered feb's phone and they are rescheduling to friday.

So, I spent 45 minutes on hold to speak to a rep. Then she can't find my phone number in the system - I said she was full of [censor] they called several times over the weekend. We gave them feb's number as well because I was working and it was under that. Both numbers got the automated calls.

Anyhow, after another 10 minutes on hold - she came back and said they rescheduled because they didn't have a truck in the area.

Totally unsat sears.

I will never buy another sears appliance, especially with them cutting stores.

I called Sears to set up an appointment to check our washing machine and the tech came to check the problem. On Dec. 5th, he ordered some parts and we had to wait until the parts before making an appointment to do the repair. the followup appointment was scheduled for Dec. 15th. We waited and did not hear from the tech as to when he would arrive. I called Sears Service around four pm to find out why he didn't show up. I was told that the original tech called in sick and therefore we had to reschedule. I asked why someone didn't call to let us know that he would not make it. It was very irritating the way the person I was speaking to because he really could care less and didn't even say he was sorry about it and had a poor attitude. I rescheduled the service call to Dec. 21st. The tech came and said another part should have been ordered and the job required two people to do the repair. He spoke to his supervisor and ordered the part and left. I had to reschedule another appointment for Dec. 29th. The tech who came on the 21st around 3 pm and said he wouldn't be coming because he didn't have another tech to help him. I had to reschedule again, this time for Jan. 5th. Since when did Sears stop caring about it's customers. In the past the techs always arrived on schedule and always let you know how soon he would arrive. Repairs were always taken care of and I didn't have to keep rescheduling. We have been with Sears since 1966 and this is the worst they have ever been. I can't even speak to someone who is in charge.

I have a master service agreement. it covers my panasonic t. v. for in store repairs. I loaded the t. v. into my van when it quit working and took it to the sears store at lakeside mall in sterling heights michigan where I was told to take it home and call for service. I told them that my contract says in store repairs not in home. they refused to take it and they never looked at it. I took it back home unloaded it and took it back in the house and called the 1-800-4my-home for the repair. they told me to take it to the store and drop it off for the repair as my contract states. I told them I had tried that but they refused to take it and I should call for in home repairs. they also told me that if I wanted for the service man to service it at my home it would be an additional charge of $50.00. I put the 200 pound + t. v. back into my van and returned to the store to drop it off for service. the store refused to take the t. v. for repairs telling me to take it home and call for a repair person to come to my home for repairs. after an hour of arguing they finally looked at my contract and the t. v. and decided to take it in for the repairs. this all happened on 12/31/2017