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[Resolved] Sears Service / worst customer service, will not work with customer, delays, cancellations, poor repair service, untrained customer reps

1 United States

Beware of Sears appliances. If something should happen to your appliance, you are at the mercy of one of the worst set of untrained, rude and incompletent people who give you the run around, keep you on hold for hours and then hang up, give you false information, never provide a definite time that they will come to fix your problem and then cancel your appointment.

READ the fine print before you sign up for their service agreements. They outsource everything and you will be left frustrated having to deal with people who have no power to do anything customer friendly (but every right to be rude) and read from scripts. Even their dispatchers and repais folks are outsourced and they dont care if they deliver shoddy service or not.

You can be rest assured your first scheduled repair appointment will be canceled after you take time off work to be at home. When they come they have no clue what they are doing. they order wrong parts, try to blame the customer for defects in their appliances and will give you the run around for atleast 4 trips before you can get your appliance in working condition, which will be good till the next defect.

DO NOT BUY SEARS. YOU WILL REGRET IT. If you do, have a lot of painkillers and aspirins handy. You will be talking to one of the worst trained employees that will make street hawkers from Bangladesh seem more customer oriented. They talk to you as though you owe them money.

One Sears customer rep told me today, "You should not have bought the service agreement if you were expecting service from us'. I am still baffled at how any company can afford to be so customer unfriendly and shoddy in their promises in this current economic climate and still be in business. The biggest mistake I made with my appliances is to buy Sears.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Sears Brands Customer Care's Response, Mar 23, 2009

    Dear VRR:

    I am very sorry to hear about your unsatisfactory experience with Sears’ service. My name is Brian and I work for Sears. At your convenience, I would like to talk with you more in detail about this experience. Please contact me at searscares@searshc.com so that we can look for a solution that would more suitably meet this and any future needs.

    Thank you,

    Brian J.
    Senior Case Manager

Vr

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