extended warranty issue
I purchased a Sony Wega 42'' TV. I was contacted by Sears later on to purchase Ext warranty to PROTECT our self. Since then the TV flashes that projection light life is ending. Called Sears 800# to be told that light is covered for one year only. I stated that we were never informed at purchase that there was or that this could even be a potential problem, only to be told there was nothing they could do on their end. I then contacted the manager at Sears in Drumheller only to be told that there was nothing he could do and that i should demand my warranty money back ( good luck ) and that there was onis on me to be informed as to what i was buying. I indicated that he as the seller should have inform me abought what he was selling. The light is worth $300.00 (thanks for nothing.)
can't get sears repair to fix
I bought a washer 2 yrs ago and paid for the maintenice .I have had repair out to my house 6 times in 2 months and it still isn't fixed right. Every time i make an appointment, They cancel it .There customer service is terrible
They can't repair my stove either. We had the same tech guy come 4 times to my house and another guy once. Both told me to contact the store to replace it and that they both can't do anything about it. When I call the store and the insurance, they tell me they need the tech person to determine whether or not a replacement is needed. If so, the person will sent the notice to their company to approve the replacement. Plus, they kept sending the wrong parts of my stove. Its so frustrating.
mail-in-rebate
I bought a washer from Sears and I was told I will receive a $60 mail-in-rebate. I mailed all the receipt and the paper to the assigned address. After several weeks, I received a letter that they did not receive the receipt. It was a lie. I called the 1-800 mail-in-rebate number, I told them the receipt was included with the mail-in-rebate form. They just ignored it. I was told then I should fax my Sears card purchase receipt and fax it. I faxed the recipt of credit card purchase from the website, as I was directed and mailed it also. After calling several weeks later, I was told they never received the receipt. I asked what about the fax and second letter with credit card purchase receipt, they have no entry of it. I knew it was a fraud, since I spent about $5 for faxing and mailing letters. However, I have decided never make a purchase from Sears. Very disappointing experience. Bhatt
backorder process
Ordered a Kenmore air filter (Sears item# [protected] Mfr. model# 85244) on October 5th. At the time, it was shown as being in stock and ready to ship. My delivery estimate on my receipt is Oct 8.
After waiting 4 business days with no shipment notification, I contacted Sears CS via email on Thursday night. They informed me that it would ship Saturday the 11th. On Monday the 13th, I still had no update, so I emailed again. Finally at that point they inform me that it's back ordered at their "Customer Fulfillment Center".
I replied to them and ask what needs to be done to cancel my order. They say they have sent it to cancellations. This was Oct 13. Today I noticed my card had not been refunded and the order still shows as processing. I called their 800# and they tell me they can't cancel a back ordered item, and it will probably ship to my house. If I get it, I just need to refuse delivery and they will refund me after they get it back.
The complaint has been investigated and resolved to the customer’s satisfaction.
hot water heater repair
We called Sears to help us fix our hot water heater, which kept shutting off on us. They told us there would be a $70 charge for coming. When the technician came in, he spent five minutes looking at it and told us there was not enough air flow in the area for the pilot light to stay on and that we needed to get louvered doors on our storage area. Then, he charged us $166, saying we could complain because even he thought it was too high, but he had to charge for the diagnostics test, plus a $40 fee for the one sentence of wisdom he imparted on us, telling us to get louvered doors.
We put vents into the wall to get more air flow in the area. When, that didn't work, we began to leave the doors wide open. That still didn't work. The heater needed to be constantly reset, and we had absolutely no problems with our furnace, which also sits back in the same area. When we called Sears within the 90-day guarantee period, they wanted to charge us another $70 to come out again to take another look. Some guarantee!
I will never give this store my business again. I will never call their repair service. I believe this is fraud because they didn't honor the 90-day guarantee, and this is serious misrepresentation of fees because they told us $70 and never cleared the added charges with us.
STAY AWAY FROM SEARS REPAIR SERVICE! They are the epitome of corporate greed, and they don't care if customers are satisfied or not! I would have been happy to pay the charges if they had fixed the thing, and I would have forgiven them if they had made an effort to keep us satisfied customers. It's a shame in this day and age that once respected businesses like Sears has put profits over people.
horrible, chaos reigns
I ordered online a set of 3 tool boxes that were on sale. The ordered was confirmed via email. The original order was for 480.34.
The next day I get a call from the local sears store that 2 of the tool boxes are in the local warehouse. I tell them I will pick them up after the 3rd tool box arrives 5 days later. Later in the day I get this email response from Sears.
Unfortunately, the Sun Sep 28 2008 06:57:44 GMT-0500 (Central Daylight Time) store was unable to fulfill your order #[protected] / salescheck #[protected]. As a result, your order was cancelled. Please accept our apology for this inconvenience.
Someone at Sears canceled my order.
I call the 800 help desk. They apologize and say they will fix it by sending the 3 tool boxes to my home at no cost for shipping.
They ship the tool boxes to my house and in 2 days time they post 6 debits and 5 credits to my credit card account.
Summary: They charge my credit card 1288.15 and than credit my credit card for 589.30.
I call the Sears Consumer hotline and am told they can not honor the original price because the sale is over, but will give me 10% discount off list.
So I order some stuff on sale from sears, they cancel the order and replace at retail price are sorry.
I am returning the toolboxes tomorrow.
I have been a loyal customer of Sears for 30 years. I will never again buy anything from Sears. Their service and support of the customer is absolutely horrible.
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased an elliptical machine to be delivered 3 days later and set-up that same day. In order for this to happen, I had to pay an extra $65 to have it pulled from store stock. I had no problem with that due to the fact that I was off work that day and I am unable to just take off work without notice. I received a call the following day from the installers advising me they do not install the same day as delivery because they cannot schedule an installation without knowing when the product will be delivered. I spoke with the associate who sold me the product and she assured me it would be delivered to my home by 12:00pm on the scheduled day. Based on this the installation was scheduled for later that afternoon. The day prior to delivery Sears calls to advise the delivery time which was past the time it needed to be delivered to be installed the same day - not the by 12:00pm as promised. I explained the situation to the delivery department and they could have cared less. Their response was that the store set the time. So I went to the store. Spoke with a sales associate and a manager. Not one made an attempt to get this straightened out. I was left with no choice but to cancel the order. I contacted the customer service department and their response was that they were sorry I had problems and that they would use my feedback to improve their service. Their final response was that because I cancelled my order (I had no choice) there would be nothing further that they would do and considered this complaint closed. I have had a Sears card for 23 years and will be closing my account.
poor service and cooperation
Sold appliance which was not available. Held up delivery of four major appliances for over three weeks. Rebate center has no record of one of my rebates...the $610.00 one, although I have verification that the request was submitted. No-one answers the telephone in the major appliance department, it rings until it disconnects. (ALWAYS). I can never speak to someone who is in charge, and is suppose to know what"s going on. Never again...
excessive service charges
Today, October 6, 2008, I had my Frididaire dishwasher repaired by Sears Home Services (Sears service order #:[protected]). While the repair technician was on-time and courteous, I am absolutely livid about the $179.00 charge for essentially unplugging the drain hose. The time spent in my home was less than one hour and no parts were required. I expected the charge to be the $65.00 minimum house call fee, assuming that was the hourly rate. I was not quoted the total charge before completion of the work. I have had similar work done by a local firm within the last 2-years at another house and that charge was $75.00. The Sears technician stated that this is the Sears-mandated charge based on the service requested code. According to him, the cost has nothing to do with the time needed to make the repair.
This has done it for me with anything associated with Sears. I mean service, the retail stores, the tools/appliances (which I buy a lot), and the automotive store. I am through! Price gouging of this sort means Sears cares nothing about its customers.
The complaint has been investigated and resolved to the customer’s satisfaction.
did not purchase that particular sofa but sears will not take it back
As submitted to the Vancouver Island Better Business Bureau but they could do nothing because of Sears 90 day return policy:
I purchased the sofa on June 16, 2007 at the Nanaimo store with the intention of having it delivered to Campbell River BC for the house that my husband and I are renovating there. I had carefully selected the sofa to match the paint colour we had selected for the living room. The sofa arrived in Campbell River about a week later and was completely covered with cardboard and plastic wrapping. We picked it up with our truck and stored it in the heated garage at the house in Campbell River. The renovations did not go as planned and we had big delays. In the spring of 2008 we had completed enough to take the sofa into the house. When we tried to get it through the doorway it would not fit no matter how we attempted to move it. This should of been my first clue that things were not right with this sofa. We then moved it back out into the heated garage and stowed it there until we could get someone to remove the windows thereby allowing us room to put the sofa in the house. My husband asked various contractors that are particularly hard to get a hold of if this was possible. After finally getting a response that it wasn't I asked my husband to bring the sofa down to our house in Parksville BC as the colour would also match our living room scheme and it would fit through the doorway. My husband brought the sofa down on October 1, 2008 and the neighbour helped him move it into our house in Parksville. That evening when I got home from work in Nanaimo we opened it up and that is when I discovered that it was no where near the sofa that I had purchased in the store. The next day I called Sears Nanaimo and was put through to the furniture department and I think the person who I spoke to was Lisa. She listened to my story and said that I would have to return it to the outlet in Campbell River and that she was busy and could not talk. I told her that I had purchased it at the store in Nanaimo and that it would be most convenient for us to return it at either Parksville or Nanaimo. I then e-mailed [protected]@sears.ca and outlined my story to verify if I could return the sofa for another that actually matches my decor. I was answered on October 3, 2008 that I would have to contact the store where I purchased the sofa and sent their "return policy" link which states that I have 90 days to return a purchase. I had explained that the sofa had never been used, was still in it's wrapping and I had all the receipts. I felt like I was talking to a wall.
My husband called the Parksville outlet to see if we could return the sofa there and they begrudgingly said OK. On my first day off we loaded up the sofa and took it to the Parksville store. Marilyn called corporate in Ontario as she said she needed permission to accept the sofa. Corporate would not let her take the sofa so we had to take it back to the house again. I am very upset that I have to keep a sofa that I did not want, and think is very ugly. I have long ago paid for the sofa and feel that Sears has grossly misled me. I feel that Sears wanted to rid themselves of this sofa and were hoping that someone like myself would come along.
I am now stuck with a sofa that I cannot use and out $750. If I try to sell the sofa I will get a maximum of $300 if I am lucky.
I have been with Sears for years and had one of their Sears cards too. No more. This kind of reward for the customer loyaty I have shown all these years just makes me feel like a fool.
I hope this serves as a warning to other potential customers. Sears does not stand by it's products and did not even bother having anyone inspect the sofa to see if what I was claiming was accurate...they just don't care.
Good luck dealing with this greedy corporation.
Hi
I fully agree with the writer about Sears.
I recently picked up whole bunch of clothes for myself at one of the sears store in Langley.
On approching the cashier I was made aware that, there is only TEN DAY EXCHANGE ON ALL THESE CLOTHES as they were being discontinued. I was shocked as I had to try them at home and get the opinion of my family.
But because of this stupid return policy I did not want to get stuck so dumped all the items worth about $300 on their counter and walked out. I complained to their head office through an e mail but I was sent the copy of their return policy!
I do understand that every business has to draw a line somewhere. They should have at least made it 10 days return OR exchange not completly stopped taking returns on clearance items.
Recently they laid off 300 people but if we all unite and stop shopping at sears, they will learn a lession and will have to lay off more people.
I am never going to sears again.
Tony
misleading
I have to say I have never been so unhappy with a store. On 10-13-08 I went to Sears.com to purchase a new washing machine and a new stove. $1200.00 order. I went with sears online because it said next day delivery if the order was placed before 3:00 pm. I did so. I received a phone call right away from sears security to confirm my online order, I asked if it will come the next day since my washer was broke and I had a wash of wet clothes and a messy situation I needed it fast. She told me it is set up as next day delivery, and I would get a call 1 hour before they deliver. The next day came and nothing, I called sears.com they said the order was still in processing, and it showed the washer was out of stock, then she said hold on and checked and told me it was an error that both items would be available for the 15th, to wait and I would receive a call for delivery, now 2 days later not next day as stated online. Then I called back because I still never got a call back about delivery and my husband already lost a days pay waiting for the appliances, they said it was still in processing and any time now I would get a call. So we wanted to cancel the order. The woman offered a 10% off the order, and when asked if we would get a confirmation of that she said yes in 12 to 24 hours. Guess what, never got that comfirmation, big shock there!it took me over 24 hours to even get an email of my original order. So the 15th came and still no call for delivery, my husband was up set he called our local P C Richard, they had the same washer and better stove, said we can have it next day. I am looking at both appliances from P C Richard right now and I love them. Went placed the order, by the time I got home they already called to confirm delivery. Woke up today by the phone ringing, and it was P C Richard giving me my 4 hour window, they came at 9:00 am, and I was doing my wash by 10:00 am, imagine that! I called sears.com back and told them to cancle the order, the man informed me that it was still in processing and now claimed my credit card co. was holding it up. Now a completely different story. I told him if that was true then my credit card company would have called me to confirm it not let it go for days. So I told him to cancel the order, he did, and within 2 minutes I got my cancellation emails on the order. Wow, what a company, they won't process an order like they state, but boy they are sharp when it comes to cancelling. Good business, huh? this negative experience will affect all of sears not just online. It is switch and bait, tell people they can have it next day with a false sense, and then give them the run around. I'll even bet they were out of stock and they kept trying to cover it up and keep me waiting. Also, when the order was cancelled there was no 10% discount showing on the order for our trouble so I expect if the item was shipped that would have been another fight as well to get that. Terrible business on sears, false, and just a complete waste of time. I will be happy to push the P C Richard name to my friends and family. Sears will not get any more of our business and I will advise friends and family of the experience. In fact I will send out this letter to everyone I know, and all the complaint sites, as well as all the sears departments I find to inform them of this. Thanks for nothing Sears! By the way I used the same credit card to make my purchase from P C Richard and what a miracle...it went through right away!
The complaint has been investigated and resolved to the customer’s satisfaction.
very disgusting customer service
We had this company clean our ducts in September-while doing this they broke the window in our basement. Basically after going back and forth with them forever...a month almost to the day we finally got our window back. They never once initiated the calling process in regards to us getting back our window-we always had to call them-everytime they said they...
Read full review of Sears and 3 commentsmultiple
I scheduled an appointment and the tech came and supposedly fixed. Well that night, my washer wasn't working again. So I called to reschedule. (Knowing that I would have to take another half day off work.) So I called the day before my 2nd appointment (keep in mind, I haven't had my washer for a week now). But I wanted the tech to call so that I could leave my office (about 10 min from home) and just meet them there...well I apparantly had no appointment...so I got rescheduled for Sat ( over a week after my original appointment and 10 days I will be with no washer...
What really bothers me is there "oh well" attitude. The washer should have been fixed correctly the first time, and since it wasn't, I should have priority for a new appointment. If anyone knows where to file a formal complaint, let me know.
I feel if a tech comes out and has to order parts and it is under warranty as the part arrives it should be fixed. I am having a tech come for the third time and am seriously thinking no more warranties...
$160 for 20 mins worth of work AND they were supposed to be there between 1 & 5 and showed up at 6pm because they overbooked. Charged me 80 for part and 160 for labor! So the fact I lost PERSONAL/VACATION time at my work for five and half hours - so they can keep technichians and so the BIG BUSINESS can stay in business - and I loose my job and cant pay for my home, take care of my family or pay my taxes as an american citizen - and their only answer is - "we cant do anything about it - it is what it is" BBB - lawsuit - Starbucks Customers - its time to say ENOUGH OF THIS ()*&^%
unknown charges to sears card
I was charge for a CCR plan which is credit card protection plan, I never ask for this service. When I found out about this charges I called Sears and they told me that they were not the ones responsible for the charges. They told me that I had to call the CCR 1800 number in order to have the charges off my account. I called the number and the person that I talk to told me that she was going to set the balance to $0. Next month my account had a balance of $3.83 plus a late fee. For some stupid reason the person who help me out left a balance of $3.83 I called again and they told me that they couldn't take those charges off because apperently they had provided me their service for a # of days. They said that I need to called them the first day they offered me their services. I was never ask if I want to enroll in this plan therefore I didn't know where to call. I am so frustrated of how Sears and this other company are stealing my money. I have called so many times and talk to so many people and they all said they are going to fix the problem, but I haven't been able to accomplish anything. I once offer to paid the $3.83 but not all those late fees that have add up to $372.00. They already sent my account to cellections. Is there anyway to regulate how this type of companies do businness. I don't think is fair for a costumer to be charge for a service that didn't request. My biggest complaint is about their customer service, I don't undertand why they told me that they were going to solve the problem when in reality they weren't doing anything at all.
I am having exactly the same problem as everyone else. A monthly charge of $8.95 that I believe was hidden in FINE PRINT when the application was made for the sears credit card. Moreover, any attempt by the card holders at large.to cancel out from this scheme makes you think twice about shopping at any of the sears stores or their affiliates. In my quest for cancelling out of the CCR I was given a cancellation number, but the monthly charges still keep coming. I am about to try other methods, such as written communication, TV news investigation, and any other method that would expose this scheme.
I recently too had the the same problem. My mother was recently hospitalized and I had asked if she had any bills to pay. My sister told me that she has a sears bill that she owes $8.95 on it. I thought that this was very supcious and viewed her account online. Sure enough she has been getting charged for this CCR service from sears. Just last year I had to fight with sears to remove some other bogous charges and now this. What is with this company? I think they do need a class action lawsuit!
My mom was recently diagnosed with Lymphoma Cancer. All of a sudden she got a solicitation for CCR and may have been tricked into signing up for procection. When I found out by noticing an $82.00 charge on her account I called Sears, and demanded for the protection be stopped. It had just been set up evidently the previous month when she was in the hospital. My mom did not remember approving of it so I got Sears on the phone and she gave them permission to talk to me about her account. Sears said I had to call the CCR number and so I did. Also, my mom gave approval for them to discuss it and make decisions about her account. I told them I could pay $82.00 each month on the balance every month more than paying them for something that was set up as if she had a job. She is retired (78 years old), I was told they had a cheaper rate for senior citizens. I absolutely said NO, take it off the bill. I am still receiving an $8.95 charge for CCR on the bill. HOW DO YOU MAKE IT STOP! We all need a CLASS ACTION LAWSUIT to sue the crooks. HELP HELP LETS DO SOMETHING ABOUT IT. HELP!
I never enrolled in this plan either...I've been trying to pay off my card and every month there seems to be no dent made! Beside the ridiculous percentage rate, I was being charged $8.95 every month for this stupid CCR program. I tried to email Sears and now I have to call them and try to get this figured out. Unfortunately I did not look at my statements because I haven't been using the card so it's been 9 months of charges, plus whatever finance charges that would add up to. I am so frustrated with this and I will be closing my account after I pay it off.
I agree, this service is total fraud.
The service is supposed to help you in the event of fraudulent activity to your credit cards.
The way you get signed up for it is totally fraudulent.
I did not owe anything to my Sears account. I received a bill in the mail, opened it, my balance was zero, and I thought to myself, "Hmm, weird, I usually do not get paper statements, especially when I have a zero balance." I did not think of it again for a couple months.
The following month I got a statement and did not open it, I knew the balance would be zero, so I just put it through the shredder.
The very next month I received another statement. I thought, hey, I should re-sign up for paperless statements. I dont like getting zero balance paper statements. So I opened the bill up, and in the balance due section was $33.90! I called the CCR number found on my statement and a sedate employee stated that she would stop the service, and credit back the $8.90 charge, and the one pending with amount due would disappear. She then stated I needed to call Sears to have the late fee of $15.00 removed. I called Sears and she said the the CCR lady would actually need to refund the entire 17.90 (two months of charges from CCR, $8.90 each) in order for her to reverse the late fee charge. So, needless to say, I called back the CCR service. The employee this time around was very pleasant, reversed the second charge, and 3 way called Sears to personally ensure that the$15.00 late fee was removed. So, minus the 30plus minutes of my day, this was easily resolved for me.
But, I still think the way they sign you up is fraudulent, and that Sears should contract with a different company for this added service. It makes Sears look bad when they have irate people calling about charges unauthorized.
shame on sears
I wanted to share the experience I had with the Kenmore washer I purchased at Sears. If this makes even one person think twice about their purchase, it's time well spent. Five years ago (in 2003) I bought a Kenmore front-loading washer and dryer at Sears. A couple of weeks ago the drum in the washer stopped spinning, as if it were off the track. Sears charged me $70 to spend 5 minutes looking at it, just to tell me it would cost $824.43 to repair. Tha'ts more than it cost me in the first place. Apparently the "bearing" went out, and the way it's designed it has to be taken apart and a LOT of parts replaced. A washer that is 5 years old and hasn't seen an unreasonable amount of use shouldn't break down so completely where the cost of fixing is greater than the cost of replacing. This is environmentally irresponsible as well- the last thing we need to be doing is throwing away tons of washers because they have parts that wear out easily and are designed in a way that makes them cost-prohibitive to fix. They admitted themselves that these wear out all the time- I wish they had told me that when I bought it. I wasn't even able to describe the problem to their repair center on the phone, you have to go through a machine, or report it online, so you have a $70 repair call. That they spent a total of 2 minutes in my house looking at the machine and still made me pay the $70, for what's apparently a common problem they could have diagnosed without even coming out here, is unconscionable.
Apparently Sears thinks its completely acceptable to manufacture and sell shoddy, hard to fix merchandise so that they can then charge a lot of money to fix it. I looked for contact information on their web site to provide feedback on my displeasure, but there is no way to email them or call them with complaints. For them to not have a way to be contacted, indicates to me that they must have a lot of unsatisfied customers.
You could not have explained my situation any better. I just (today) had the same exact experience. My Kenmore front loader is less than 5 years old and also was purchased at Sears. Two days ago I heard a loud banging as if the load was uneven. I quickly shut it off and when we looked inside the drum had actually fallen on one side. The entire outside of the drum is made of plastic and the spring support had worn completely through the plastic ear that was holding the drum up. When the drum fell it broke off the shock on the bottom. This should be considered a manufacture defect, talk about being poorly made and Sears told me that this is natural wear & tear. I also could not get any satification on the phone, I just got bounced back and forth from parts to service. I had to have a technician come out and charge me $70.00 for 5 minutes to tell me that they are cheaply made anymore and there is nothing I could do but replace the whole drum amoung other parts and the kicker of it all is that the total estimate for repairs would be $899.79.. when I paid $700.00 for the washer brand new, and I chose to spend the couple of extra hundred dollars because I thought I was getting a quality machine..what a joke..I'm so sick over the whole situation. Sears, Kenmore (apparantely really made by Fridgidare) should be ashamed of themselves. Nobody takes pride in the products anymore.
SEASR WANT COME OUT TO SERVICE OUR AREA BUT ON FRIDAY ONLY.THEN THEY CALL AT THE LAST MINUTE AND SAY THEY CAN'T COME AND IT ANOTHER WEEK.THEN THEY HAVE TO ORDER THE PART AND IT TWO MORE WEEKS.I HAVE HAD NOTHING BUT TROUBLE OUT OF MY FRONT LOADER WASHER AND IT'S UNDER WARRENTY AND THEY WANT REPLACE IT I WILL NEVER ORDER ANYTHING FROM SEARS AGAIN AND ADVISE ANY ONE TO NOT BUY FROM SEARS
appliance service
Like other reviewers I WAS a loyal customer of Sears. I bought an extended service plan for a GE double oven. A lot of electronics and costly to fix so a servicec plan is a good idea. The oven broke after 2+ years, I called and scheduled service. The technician arrives opens up the oven then says "Oh I can't work on this without pulling it out of the cabinet. It weighs 300+lbs and I'll need a lift and a 2nd repairman to assist. Since they had all this information in their database, why couldn't they plan ahead. I make a 2nd appointment and get the usual sometime between 8am - 5pm, which is a horrible inconvenience. 5pm comes for the 2nd appointment no repairman. I call up and am told that they cancelled my appointment because a 2nd repairman wasn't available. I ask to speak to a supoervisor and the lady refuses, but assures me I'll be the first appointment next time. By now I've wasted 2 entire work days on this. 3rd appointment comes and big surprise I am not the 1st appointment of the day. Its 11am still no repairman. I call service again and have to request 6 times to speak with a supervisor finally demanding it, Carla gets on the phone, I request to speak with the Service Manager (have him call me) she refuses and says she'll only leave a note for the repairman to call me. Now its not the repairmans fault, he doesn't create his schedule, it is given to him. So what good is it to have the repairman call me. Just to be clear this is not a complaint against the repairmen, they work very hard, do excellent work and are usually very pleasant. The problem is with the service operators and the Service management. Sears has lost a long-time customer, and buyers beware I have heard that Sears is trying to get contracts with Home Depot and Lowes for their service. Makes sure to ask who does their service.
Water Softner went out, Apr 25th. Sears scheduled repair for May 5th. I waited all day and no one showed up, they re-scheduled for May 6th, 12-4PM. On May 6th, no one showed up again. I called several times during the day and they said the service guy would contact me. Service guy never called. I finally called Sears around 3-30PM. They said they re-scheduled it to May 10th, 12-4PM. No one called me about the re-schedule, I HAD TO CALL THEM! So May 10th comes and Sears Service calls and tells me I'm on for 8-12PM. Well I worked my day around so I could be home between 12-4PM as per their previous schedule. I wait till around 9AM and Sears calls to tell me no one will be there and they re-scheduled it to May 11th, 12-4PM. To sum this up:
May 5th Sears cancels service
May 6th Sears cancells service
May 10 Sears cancells service
May 11th who knows what will happen, Sears may cancell this service too!
Each time I had to re-arrange my plans so I could work around Sears Service and each time no one shows!
SEARS SERVICE REALLY NEED TO DO SOMETHING ABOUT THIS!
I also have a feeling this complaint goes on deaf ears and probably will only go no where as many other complaints.
If you wish to contact me, I'm at [protected] or if there is no human to talk to, you e-mail me at ccamja@shaw.ca.
I have been a very loyal Sears Customre for over 40 years. I have always used Sears service to fix my Sears appliances. I have always been satisfied with the quality and the bill for the services rendered. On April 28th Technician #0627158 came to fix my Icemaker on my Kenmore Refridgerator. He was here for approx 15 minutes and replaced a valve. The cost of the valve was $87.87 and my total bill was $291.89. I questioned him regarding the cost of the job and he basically was rude . The next day I called the service number to complain about the bill. Apparently Sears does not hire CUSTOMER SERVICE people. ..they hire people to argue with you when you call to complain. I would appreciate you looking into this matter.
Christine Heatherman
4051 E Geddes Circle
Centennial, Co, 80122
[protected]
I had an appointment today 10-16-2017 for a repair on my snow blower from 8-12. At 11:11 a.m., I received a call that they would not arrive until 12:30-1:00 p.m. I rearranged my schedule to be available and they didn't honor their commitment. To make matters worse, I had to make two different appointments for 2 different products and I am sure I will have to go through the same thing next saturday on 10-23-2017
Has nothing to do with "real life", This is just how sears runs the service department. Do a search on any site about Sears or their A&E Factory Service and you see the same stuff over and over again.
They offer poor customer service & hire just about anybody to service your equipment.
Stealth pilot what catagory do you fall under?
1. Employed by sears or A&E?
2. Want to be employed by Sears or A&E?
3. Have never used there services?
4. Was just looking for something to reply to?
www.goodmaid.com
If you read this you will NEVER use a maid service again!
First off, I had a hot date and hoped to take her back to my place..."you know, to have some milk and read the Bible".
I can't believe I tried to use this service but I didn't have time to clean up myself. I needed maid service so I thought I would try someone that I found online. Big mistake! Even their website is down now. It's now just a bunch of lewd advertisements.
I talked to them and they said they could come out the next day but it would cost me an extra $20 bucks. I guess I'm a sucker.
I left the door of my apartment unlocked so they could get in.
When I got back home, they had left a note on the door saying it was going to cost extra to clean my apartment. WTF! I already paid an extra $20 bucks for same day service. When I went in they had not even cleaned and you will NEVER believe what I found in the bathroom. You have got to look at the pictures. Prepare to be disgusted. Warning! Graphic! Not for youth.
I was really upset! I am on a tight budget anyway. I save most of my money my cigarettes (Benson & Hedges) and I like to eat out once in a while. That's about all the pleasure I get out of life. (well, except for an occasion date)
I have posted pictures of my apartment on this website. When you see these you're gonna see why I was disgusted.
http://www.houston-imports.com/dirty/dirty.html
It wasn't all that dirty. I even left some cleaning supplies out and I took my cats to a friends so that they were not in the way.
I'm really pissed! I want my $20 bucks back that I payed with my credit card.
Thanks for listening.
Cheers. Chad
chad.bradley@ymail.com
Replied
Light Stays On - Unsafe
Lights inside the refrigerator (Kenmore Elite Trio) stay on causing light cover to melt, fire hazard. Have had no luck with Sears fixing this problem (unless I pay for it).
The complaint has been investigated and resolved to the customer's satisfaction.
We appreciate you posting about this matter. My name is Liz and I am a member of the Sears Cares Escalations team. We truly understand your frustrations with what has occurred with your light continuously staying on. We would be happy to connect you with one of our dedicated case managers to speak to you and address your refrigerator concerns. Please send the following information – contact #, screen name (Disgusted in Indy), phone # used at time of purchase to smadvisor@searshc.com. 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
Thank you for posting regarding the trouble you are having with your refrigerator. We attempt to provide top notch products and services to all of our members and it seems that we have fallen short in this instance. My name is Susan with the Sears Cares Escalations team. We are a single point of contact for escalated issues which means that we handle issues from start to finish with one dedicated case manager. This case manager will speak with you and discuss possible resolutions to your refrigerator situation. We value your business very much and are sorry that this has upset you and caused you to be inconvenienced. At your convenience please contact our office via email at SMAdvisor@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 (really stuck) 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 (screen name) 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
My name is Liz and I am a member of the Sears Cares Escalations team. I saw your comment and wanted to reach out to you to offer our assistance. We are very sorry to see that you are having such a frustrating experience with your refrigerator. We certainly can understand why you would be upset and disappointed. We would very much like to connect you with a dedicated case manager to further discuss your issue and ensure that your needs are met to your satisfaction. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Kristi Lynn), to smadvisor@searshc.com.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Hello, my name is Liz and I am with the Sears Social Media Support team. We are so sorry to hear of the frustrations you have encountered with your refrigerator. We can certainly understand how important it is to have a working refrigerator in your home. We would like to assist you any way we can, in resolving this situation to your satisfaction and as quickly as possible. At your earliest convenience please send the following information – contact #, screen name (Viknjon), phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the difficulties you have experienced with your refrigerator. We would like the opportunity to speak with you to ensure your situation is resolved quickly and to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Pathu), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your refrigerator. We pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to assist. My name is Liz and I am with the Sears Social Media Support team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at SMAdvisort@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 refrigerator is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (foley4289) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Liz R.
Social Media Moderator
Social Media Support
I saw your post today and wanted to reach out to you to offer our assistance. My name is Mike and I am a member of the Sears Social Media Support team. I am sorry to see that your refrigerator is not working properly at this time. We realize how important it is for this matter to be resolved as quickly as possible, as your refrigerator stores your food, drinks, and medicines. We would like to connect you with a dedicated case manager to further discuss your situation and see what options may be available to you concerning your refrigerator. At your convenience, please send us an e-mail containing your preferred contact information, including the phone number that your refrigerator was purchased under, to SMAdvisor@searshc.com. Also, please include your Facebook screen name, (10309), for reference to your issue. Thank you for your time and we hope to speak with you soon.
Thank you,
Mike D.
Sears Social Media Support
I saw your post here and wanted to reach out and apologize for the trouble you have had with your refrigerator. I see from your post that you stated you would be calling Sears and if you still need assistance we would like to help.
My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. Please contact my office via email at smsupport@searshc.com so that we may address the refrigerator issue in a timely manner. In the email, please provide a contact phone number and the phone number the snow thrower was serviced under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (statsmeyer) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
If any other viewers of this thread need assistance with this or any other Sears’ related issue we want to hear from you as well. Please do email us at smsupport@searshc.com with your contact information and a brief description of the situation and we will be glad to assist you.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
I purchased the Kenmore Elite Trio refrigerator, model 795.[protected] in Feb 2007. While we've had many things happen to this appliance since we've purchased it (several cracked/broken drawers and drawer slides, bad ice maker, and leaky was pump for water/ice), this is the first time I was concerned about my family’s safety. The light fixture melted, and cover fell away, bulbs heated so hot to singe the surrounding fixture, and heated the fridge like an oven. I had to use leather work gloves to remove the bulbs and still burned my finger.
The real pain in all of this is the gauntlet I must go through with Sears/Kenmore to get this taken care of. All the 800 numbers listed in my manuals and paperwork are completely useless, as they people only wish to send out a technician and charge a $99 fee just to look at my appliance. Considering I'm fearful of my house burning down from a fire caused by this flaw, I would expect and demand that the company own up and take care of this.
I was finally able to make progress through the online chat option and they confirmed there will be no charge as this was a safety issue and that I would be contacted within 24-48 hours to get this taken care of. After 48 hours I tried calling the number they provided only to be told they had no record of the conversation (that I have saved in email) and asked if I wanted to schedule a $99 technician. I got off that call and went back to the chat to explain the situation. They confirmed the complaint was filed 2 days prior and that since I had not heard from the team, I could directly call the recall / law suite team and they provided a number. I called that number and they told me that someone would call me within 24-48 hours. I expressed my deep frustration and concern of this continued safety issue and they said expect to get the call tomorrow. They said they would also be sending me an email to the email address I provided. I did not realize until after getting off the call that they did not ask my name or serial # for my appliance, so how do they know who to call? I never provided a reference number or name.
WHAT HAPPENED TO SEARS? I used to praise Sears for their great customer service and support. I feel that I now have a ton of endless hoops that are like walking on a treadmill leading nowhere. I will be filing a detailed report with the consumer safety commission. I'm thinking bottom dollar is outweighing customer safety. Dang it...I really loved Craftsman tools too, but I'm very disappointed in Sears. I think they've lost a lifelong customer.
I had the same problem and had to go round and round with sears for weeks. It took two technician visits and a replacement of some type of board. The last technician replaced the board and advised me he was finished. About five minutes later, the same problem occurred. Fortunately the tech was still on site. He played around with it for a while and informed me that he did replace the recalled part, but now I was having some other issue with the push button switch in the door. Pure bologna, now they've turned the tables . I was extremely tempted to drop kick this incompetent foreign [censor] out of my house. I was getting no where with him, so I just told him to leave. It's an older refrigerator, but it's a defect that sears did not want to fix. Bottom line, do not buy anything from sears and stay away from LG appliances. A quick fix to the problem is just leave out the light bulbs...it's annoying at first, but it's amazing how quickly you adjust to no lights on in the fridge. Boycott sears appliances!
September 13, 2017
Today I found your thread after recently having the same problem everyone else is with my Sears Kenmore Elite Refrigerator. Model No. 795-[protected] (French Door) Serial No. 711KR00080 Purchased January 2008. I do not have an extended warranty service with Sears. The refrigerators interior light within the last few months has been giving us some intermittent problems. At first, the light would go off when you opened either of the refrigerator door(s). Then mysteriously is would come back on. Next, we noticed when the door was closed the light was staying on. The light was very noticeable in a darkened room. Having it come on in the middle of the night (while asleep) and not knowing how long it had been on became a real concern of overheating causing a fire. I even found if the light stayed on long enough with the door closed the refrigerator became to warm. The additional heat causes the thermostat to read incorrectly and start pumping out more cold air, but that wasn't until the top shelf became overly warm melting butter etc... Now that's pretty warm. My first thinking was lets get an appliance repairman out here to fix this since it's out of warranty now. The repairman came out just last week and charged me $35 to diagnose the problem. He was stumped and came up empty handed. I had even asked him if he had heard of any problems like this or a recall? He said no. So that lead me to the internet to dig deeper for answers as the problem persisted. And that's when I found the Sears Safety recall (product resolution center) at [protected] and I called them today. There has been a recall for a manufactures defect. We are untiled to a free repair parts & labor. The part "Light Kit" is being shipped to me. As soon as I receive the part I was instructed to call that number back and they will give me an appointment with a Sears repairman. How odd and very disappointing I was never notified by Sears. Sears should be ashamed of themselves for not notifying their customers. Very poorly handled. They have the purchase information in their data base and could easily have done that. How is it that a car company can notify me of a recall. How is it that a car company can notify me of an extended warranty on an out of stocks part to resolve a recall. And Sears can't, they do nothing. At this point I feel I should be compensated for the unnecessary repairman having to come out. Had I known I would not have gone down that road incurring an additional expense. Sears you need to reimburse me $35. I am also filed a complaint @ Saferproducts.gov
Today is Sept. 9, 2017 and I just found this thread after having the same problems everyone here was having and being terrified that I was going to have a fire. I called the service number located in the refrigerator and was told a service technician could not be scheduled until the 21st of this month. I have never had to deal with anything like this by myself but after reading all of the comments, I managed to pry off the protective cover and remove the lights using a pot holder because they were so hot. The light housings were just beginning to turn brown. I am sure I would have had a fire had I not removed the lights. I was told I would have to pay an $89.00 service call when the technician does get here just to diagnose the problem and I would be responsible also for parts and labor to fix it. The Model number is 795.[protected]. It would seem that they should have already known that this is an issue they should fix free of charge. I am so disappointed that the company is showing so little concern over the potential fires this could cause. I will be calling them again tomorrow. Thank you everyone for posting. I could have had a fire if I hadn't read this post to find out that I needed to remove those bulbs.
Dear Bobbie 1025, I have read your thread. I have the same problem as you. I hope this information can help you. Call Sears Safety recall (product resolution center)is [protected]. Call them, they will fix it free of charge! Recommending you filed a complaint @ Saferproducts.gov Good luck! Lee 0304 (see my thread below yours, dated September 13, 2017)
Guess what this issue is still going on! Thank goodness for this thread! Two weeks ago, we were leaving for vacation and noticed that the lights had melted the cover, burned the bulb sockets and cooked the food on the top shelf of our fridge! We called the safety recall #, scheduled a service call for today. Had to take a day off work because they could arrive any time from 8:00am to 5:00pm. When the technician arrived he asked me where the parts were! They were never shipped and not only that, they are on back order and have been on back order for quite some time -despite this they still scheduled a service call! Now they tell me they have no date in the foreseeable future of when the part will be available and all they can do is call us when it is available. I can't believe they knew about this issue for 6 years and never contacted the consumers. BBB complaint already filed because that's what it took to get a replacement when they shipped us damaged refrigerators 3 times in 2006 when we first bought this. It is no wonder they are bankrupt! They treat consumers like garbage and they produce garbage products.
I own a Kenmore Elite with the same problem, light stays on. I didn't get any help calling Sears. They say they are not aware of any recalls and I will have to pay for repairs. I don't mind paying for them but feel they should take responsibility for it if they know it's a problem.
Andy K.
Same issue with the lights on the fridge. model 795.[protected] OUR FRIDGE IS 10 YEARS OLD. THERE IS A SAFETY RECALL [protected].
We are to be sent new parts, within a week, FREE service tech is to replace all new necessary parts in the next 12 days. Will report when service is complete. I guess i should keep my fingers crossed...
I also have a Kenmore Elite [protected] that I purchased in August 2008. Over the year or so, I have been having intermittent lighting issues; the lights would not always come when the doors opened. Occasionally at night when the kitchen is dark, I noticed that the lights were on inside the refrigerator by the light emitting from the gap between the two closed doors. I opened the doors and found the interior unusually warm. However, once I quickly open/closed the doors a few times, the lights would go out.
Lately, we are tossing out a lot of food because it has frozen. The temperature of the refrigerator is set at 37 degrees. I set a thermometer inside and have been moving it around monitoring the temps. Interestingly, temps at the back of the frig are three to four degrees below set point while the temps towards the front are three to four degrees above set point.
The intermittent lighting has become worst and most of the time the lights do not come on when the doors are opened. And just tonight (in the dark kitchen), I noticed the lights were on inside the refrigerator again. I opened and inspected the light housing and noticed that the light sockets had become brown (from heat). I realized that the lights are staying on far more than I imagined. I removed the bulbs.
I believe the freezing of food is related to the lights remaining on as they heat up the interior causing the unit to run longer to satisfy the set point, freezing the items near the back.
I appreciate the posts and will call the Sears Recall department. I suspect it will be a long, frustrating process likely to end with the purchase of a new refrigerator. So, after two ice maker replacements and now this, no more Kenmore’s for me. I would be curious to know if a class action suit is in the works and how to sign up?
Peeved in PA
I too have a Sears/Kenmore Elite, Model #795.[protected], serial #802KR02892 and I noticed the lights were off in my unit and could not understand why they would not come on. I open and closed the unit a couple of times and they came back on. So I was concerned still and monitored it. I started smelling a burning smell and so I opened the light cover and the bulbs were scorching hot. I pulled the bulbs and called the Sears repair people. Of course they sold me a service agreement for $279 and scheduled me for Tuesday. I am finding this to be a widespread problem and there are a lot of unhappy Sears customers. I am also finding out that this is so widespread and a fire/safety hazard and that some are taking legal action against Sears. What a mess, I am astounded that they do not stand behind their product better than this as I bought a Kenmore trusting in decades of reputation. I guess that is gone now?
Either way, one thing I was told to try is calling the recall department, [protected] Mon-Saturday 7AM-9PM. I will try this and since this is my 2nd repair on a unit that is 4 years old and costs are close to $600 I will advise everyone to not buy Kenmore refrigerators ever again. I will amend this if I get support before I lose my money, again.
Disgusted in Missouri City, TX
My sears refrigerator does the same thing, I used to love buying sears products not any more.
id theft
I have contacted about a Sears bill which I have told them I do not owe any money to Sears acct #
[protected]. They are ssaying I owe 2639.38 dollars to sears. I am claiming ID Theft because when I looked at my credit report a while ago, I saw they had me living at 1118 bush rd in abingdon md 21009. This is where my husband (at the time) was living while I had him out of the hmoe on a protective order. I am stating that there were several people in the house he was living which could have taken a card out in my name. There was a shared bank account with my ex brother and sister in law which had all my information on, they needed someone to pay their bills as they were facing serious drug related federal sentences. At the time this bill was apparently incurred, several women were in the house and all using the same mail box. If something went to that addess in my name it would be very easy for any person in the house above mentioned to take out a Sears card and use my ID to obtain the card. I am not the person who ran this bill up. I have lived at the same address for 26 years.
e-mails
I put Unsociliced Phone Calls as it was the only thing that was close. I am getting E-mails regarding some Sears Gift Card from an organizatin called Consumer Study group. I also received a similar e-mail for JCPenny. The only way to get rid of them, according to the e-mail, is to go on the site and aks to be removed. However, the removal is not direct connected, so you need to copy the site and paste it and then contact this company for removal. This is not the way remove is supposed to work and I find it offensive for you to be connected to these people and in some way have them represent themselves as [protected]@Gift Card Survey. It sounds like some sort of scam connected to your good name.
Jerome Stoll
inferior appliance delivery
SEARS delivery service people are no good. They want to walk on a brand new rug with their filty ghetto project shoes. Then they don't complete the set-up. Then these boom-booms intimidate you into to giving them a "10" rating. They also can't find the address. Stay AWAY from Sears Delivery BY ALL MEANS NECESARY or Sears Delivey will have a nightmare on your expense. Yowsa, Yowsa, YOWSA !
Yowsa? What is that exactly? But at any rate, not sticking up for anyone, but it's high time that people take a look at the whole story. Sears delivery personnel only keep their jobs by doing well on a "survey" that Sears administers to customers that buy brand new appliances. I understand that some delivery personnel really stink at their jobs, but this by no means includes every person. Let's talk about this "survey". The questions on the survey are unclear to many customers. Some customers believe that the survey is asking about their new appliances, and some believe that it is asking about the sales team. Neither of these are the case. The survey is asking about the delivery experience. Did the delivery team damage your home? Did they show you how to operate your new appliance? Would you have them back in your home on future deliveries? The problem with the survey is the fact that the answers reflect directly on the delivery team and are factored in to a number system, which the team is held to. The delivery teams must meet a certain level in their "numbers" in order to keep their jobs. This system is grossly unfair to the teams. I know that customers are frustrated with Sears. I know that customers (many of them) think that delivery personnel are "below them in society". And I also know that some customers couldn't care less about a delivery team member. However, these surveys give customers too much say in the future of other people's jobs. So, let's say that I deliver your new washer and dryer to you one fine day. I do a very good job in the delivery. I don't damage anything, I show you how to operate the units, and I do everything right. Let's say that I leave you with a smile on your face, and a feeling that everything is right in the world. You are extremely happy with me and your new appliances. But after I leave, your son (little Johnny) gets home from school and you find that he just got the crap kicked out of him by another kid. Someone runs over your dog, kills your cat, and your spouse just told you that they want a divorce. the day after all this negative stuff happens to you, you get a survey call, which is automated by the way. You just want to get through it and you just press "one" all the way through it. That gave me negative numbers and I just got fired because my boss, and Sears, think that I really screwed you over because of your responses to that survey call (that you didn't give a second thought to). And that brings me to the customer that is scared to tell the truth. Some customers flat out lie to delivery people when asked if they are happy with the delivery. They tell delivery people that they are extremely happy, just to screw them over on the survey call. Like I said before, I am VERY sure that some delivery personnel couldn't care less about their jobs and do a very bad job on each and every call. But some take extreme pride in what they do, and it's simply not fair to them. So, if you want results, and if you truly want Sears to be a company that people can shop at with pride and be treated like they used to be treated in the all to distant past, don't complain about the delivery people; complain about the unfair system that make delivery people the bad guy no matter what they do, even when they do a good job.
appliance delivery
Delivery team delivered not once but twice on the wrong date and the wrong time. No call in advace was provided either never came on the time scheduled. Then when delivered they placed the appliances in the center of the kitchen with the dishwasher still in the box and proceeded to leave. I was told they were to take the appliances out of the box. I wanted to inspect the dishwasher so I asked to view it, the individual gabbed the box tore it down and said see no damage and walked away.
This was just one of the many many problems I have had with the delivery service with Sears. they expressed both appliances were to be delivered. Then they said they only had one after I pulled all appliances out and threw food away. The only justification they want to do is offer a 50 rebate?
How about waiving the delivery fee.
Never have Sears deliver appliances! Will never buy again from Sears
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i am complain to soni servicing center in 4 June but not response to me