Sears
reviews and complaints

I feel like the company doesn't consider the employees so its a sales job right? every call that we get we are suppose to ether offer a protection contract or sell them one. We are SALES department so the company gives OUR phone number to ALL customers so that they would call if they have any concern! why is that? because they want our sales scores to go down and not give us the commission we deserve. Anyone can just call in regarding to ANYTHING example broken appliances, credit card inquiries, replacement under contract or warranty, even car services our company offers and its not fair because we have to transfer the call 85% of the time because they aren't even calling for the protection program. The company has set it up that people that have been there longer ALL the calls that they get all day is people wanting to RENEW their contract with a credit card over the phone. What the new people or people that haven't been so long get is all the remainder calls and occasionally one that wants to renew. Last month they lowered our pay, raised our goals and raised commission saying that they are doing a good thing. How can they do a good thing by raising the goals we weren't even meeting to begin with. So all the people that are getting that nice pay are the ones that have been there longer! Makes me sick then they wonder why people are looking for another job!
We have a bunch of departments in my company... when the customer calls all of them transfer it to us SALES. Why I don't know, repairs issue SALES dep, service issue, Sales dept, and most of the times when the customer is having a big problem they transfer them without knowing. WTH so when I answer "thank you for choosing Sears how can I help you?"' the customers like "oh I was just talking to _______ where is she/he?" its so wrong bec my dep is Sales if they aren't renewing that will lower my score and I have to transfer them again to the correct dept which will get the customer angry because they are getting the run around. Im highly upset because I don't know if its lack of training or if the company does it to again ruin our changes to actually get Sales but the people have no clue what they are doing in the other departments and we end up suffering the consequences. The management is horrible! I tried to tell them what is going on and why im not meeting expectations and its because all the cold calls im getting that are unrelated to what I was trained to do. I know life is unfair and we cant expect to be perfect but at least be honest to yourselves that the system set in place is horrible. I already got my first warning and I was in a 60 day probation period and my manager didn't even tell me! I found out 2 weeks later about it. And Sears does not have any customer service nothing has a resolution, people who call are expecting us to do something about their 1 year old fridge that broke (again not my dept) and expect us to do something so when we cant because the company doesn't stand by their products (which btw are mainly Kenmore) they get mad at US? The people there curse all the time and are very loud and don't have our own work stations which means that its pretty much a turn stile job in there people come and go all the time. And I don't blame them ether. Customers have to be transferred at least 3 times before they resolve their issue and sometimes more times and that makes me angry as well. Their health benefits is a rip off! and commission sucks now that we aren't getting commission if we don't meet expectations you know how much money I made for sears and got ZERO commission they are truly ###s and my paycheck is decreasing which means so is the quality of employees lives. They should fix the toilets pluming problems too one day I got off just to see a huge puddle of toilet water in the halls because the toilet was over flowing. Every time I go to the bathroom is stinks like poop because people cant flush because the broken toilet systems its quite disgusting.

i was looking to upgrade my furnace for a more efficient model late in 2012. the sears representative said my current furnace was operating at about a 50% efficiency, and he would recommend a 80% efficient
furnace for a savings of 30% of my propane usage.

after getting the furnace installed 1/13 i made numerous attempts to contact someone about the continued high usage and failure to heat the house the way the old one did. i spoke with a representative about my problem and he sent a contractor out to check the system. they said it was working fine. i continued to have the high usage and tried to contact them again, now i get an email address to send my info. back and forth-back and forth and still no resolution. now it's time to shut off the furnace and use a/c. i can not make any decision until i am using the furnace again. all i can get is email and no solution.

The worst home improvement I've ever experienced in my life. After giving a deposit on May15 2013, I still do not have a door. Ordered the door wrong three times. The people I am dealing with act like this is business as usual. They never call you back when they say they will. Then when I call them, of course always voice mail, I leave message, and when they finally call you back they act as though you making a call thats wasting thier time. Mean while wind and rain are coming thru the old door. When they said they were coming to install the door the first time, July 5th, later than promised by the way, we removed the strom door did some brick point up and prearations for the installation. I don;t know how they stay in bussiness . More to follow.

SearsCard from Citibank allowed unauthorized illegal charges to my credit card. When I saw the illegal charges (made in California, and I wasn't even there) I phoned to correct the issue and close the account. That's where the nightmare begins! Two months later, dozens of emails and approximately 40 phone calls have not resolved the issue. Citibank has denied me access to the account information so that I can either verify or deny the charges and pay the bill. At this point, I will take the ding on my credit report but NOT pay them one cent, even if the charge was legitimate (but, how am I to know if it is MY charge because I have been denied access to the account information)!

Sears/Kenmore produced a looser product. I encourage others to do research before purchasing expensive appliances based upon the name on the product. Sears has chosen to ignore me and I know that I am not the only consumer they have shunned.
I bought a Kenmore Elite side by side at the end of 2003. By the end of 2004 the ice maker that dispenses through the door had failed. Bad design cause door fails to close all the way and ice melts and then refreezes thus burning out the shoot motor for the door. That was over $100.00 for that part however the bad design and repeated repairs would be profiting to Sears technicians and store. The plastic drawer slides crack and broke in the second year. By the time the appliance was 6 years old, that cost $2200.00, completely failed due to the compressor that over heats. The compressor part was $600.00 plus the service call and labor. Since the appliance had already had to have the main control panel replaced in the 3rd year of the use of 2 adults that worked full time and traveled, I decided to roll the appliance into my garage. As consumer, I think that this is excessive repairs on an expensive major appliance.
Sears has had site monitors call me which they have promised to make it right with me as a consumer. The beautiful appliance has now been in storage for 3 years waiting on them to follow through with their promises to make it right. The only thing I have received from them are calls from managers assistants in Texas that are not familiar or versed on the issues and cannot not begin to find my file based on old telephone numbers. It really speaks volume when a big corporation uses a telephone number to identify their customer and product. I have made repeated calls to Sears throughout the many years of having their appliances in my home and there were times that my now ex spouse ordered maintenance or repairs for our appliances throughout our houses and rental properties. It's mind boggling that a retailer cannot find history of service calls and service warranties purchased based on the product and return a simple call.
If you are a complaints monitor for Sears, please don't contact me again with your empty words, just come get the appliance out of my storage. It has been an expensive hunk of problems and no need to make anymore promises to me.
For other consumers, please do lots of research on major appliances before purchasing. Service contracts don't protect the consumer either and fattens the hands of the retailer. Ask your friends and family about brands and about the service technicians because that's important. My purchases throughout the years was because of the added value of the Kenmore Technicians that use to be contentious about good service. The last Sears technician that serviced my dryer because I kept smelling burning smell, over looked the real issue. I decided to purchase new units and gave my working used units to my son. Before he came to get them I so happened to pull the cord off the back panel for safe transport. It became clear why I was smelling the smoke when doing my laundry. It so happens that I got charged for a heating thermostat replacement part that I probably did not need because the technician over looked the 3 prong plug that was arcing and very fortunate my home was not caught on fire..
Appliances are expensive and I hope that this complaint and facts contained will help others in choosing machines for their homes.
Kenmore (SEARS) has been a huge disappointment in customer loyalty, service and product quality.

I brought my 2007 Saturn Relay (minivan) in for wheel alignment and wheel balance (both covered under policies) and to diagnose the "check engine" light. During intake, the serviceman tried convincing me that since the car was front wheel drive, only the 2 front wheels needed to be balanced. I told him that was not true, and to please balance all 4 as the car was handling poorly. When I was finally notified that my car was finished 3 hours later, I was charged $79.99 for the diagnostic but was not informed of this charge when I brought my car in. The work summary showed that only 2 wheels had been balanced, that the alignment check showed that the alignment was out, and their check-sheet further attention is required (orange box was marked) but the alignment was not done. A special note was made that there was uneven tire wear. The list of suggested additional repairs included some relevant work (new spark plugs and wires, air filter and 4-part fuel system cleaning), but also included expensive repairs including a new serpentine belt, upper and lower hoses, and shocks that an independent GM mechanic later stated to be unnecessary. Before leaving Sears, one of their mechanics reviewed the repair suggestions with me but was unable to show me any signs of glazing or cracking in the belt. When I picked up my car and was asked to pay the $79.99, I asked to speak with the shop manager, Harry, who did remove the charge. So, after giving up a half day of my work the only repair that was completed was the balancing of 2 out of the 4 wheels and a diagnosis of a check enging light. The Sears Auto printout shows my check-in time as 11:38am and also check-out time as 11:38am, with promised time of 10:00am. I arrived at 8:20am that day. Sears Auto is failing to make requested repairs that are documented as necessary, and lying to customers about work that is necessary (that rear wheels do not need to be balanced, only when they are rotated around to the front). An independent GM mechanic reviewed Sears' suggestions and stated that the hoses were fine, serpentine belt was in good condition, and that the shocks are gas shocks and look in excellent condition.

We purchased a Kenmore electric range, model 790, on 3/29/2009. We were recently heating something in the oven when the house began to fill with the smell of something overheating, but there was no obvious sign that it was from the oven itself. Within minutes there was a sharp sound from the back control panel of the oven with an bright electrical flash. The panel had burned out. This would seem to be a potential fire hazard, but I've received no notice of any recalls on the product. Fortunately we were home. The stove top still works, but the oven itself is out of commission. I've seen many similar complaints on this forum related to the same product. I'll be reaching out to Sears to see what their remedy is. Clearly this is a defective product that didn't even last five years despite being one of their top of the line models at the time of purchase. I could see if there was an electrical surge, but nothing like that happened in this instance.

- Bought a Maytag dryer last year.
- Since my washer/dryer room is on the second floor and has a rather long and elbowed vent, my previous Kenmore dryer didn't last long. Evidently, I had to clean out the dryer vent every 6 months for long survivability. My dryer lasted 10 years or so only.
- So, when I got this Maytag dryer at Sears, even if Maytag has a very good reputation behind its name, I allowed myself to be convinced to get the Sears Protection Agreement plan, thinking that they would provide for the dryer vent cleaning services yearly for me and I would not have to do the dryer vent cleaning myself.
- The service was provided within a week of my call for protective service. That was on Monday 9/23/2013. My dryer was working just fine but I wanted to avail of the preventive service I had paid for. The serviceman cleaned out whatever lint (and a few escaped coins and stuff from pants pockets) inside the dryer and underneath the drum of the dryer. He said that dryer vent cleaning was not in the service plan.
- Well, I thought I just had to live with that agreement going nowhere towards helping me with the dryer vent problem. I still had to clean it out myself. But I still got preventive care on the dryer itself, right?
- Sadly, when we used the dryer on Wednesday evening 9/25/2013 and Thursday morning 9/26/2013, my dryer was now spewing out damp clothes. Whereas, if I had let it alone, my Maytag was performing beautifully.
- Called Sears again and explained the problem. This time, they couldn't find a schedule for me until a month away.
- Lesson learned: Don't bother with purchasing protection agreement plans, especially, I suppose, with Sears. I mean the people you call and/or talk to, from sales rep to customer rep to service personnel, they are nice but, Gosh! the agreement plan just is not worth it. Don't anyone else fall for it like I did, please!

To Whomever It May Concern
I am writing in regards to a side-by-side stainless steel Sears Kenmore refrigerator (serial #4a61512393 model # [protected]) with ice and water. The unit was purchased new for app $1630 app 6-1/2 – 7 years ago. The unit has served us well until recently.
The sales department at Sears called us to sell us the Sears Protection plan on our purchase of a washer and dryer. They also stated that we had other appliances from Sears and they would also like to provide coverage to those additional appliances. I ended up purchasing the Sears protection Plan for my microwave, washer/ dryer, and refrigerator for over $300. In the past the Sears protection plan has served us well, when it was required.
The refrigerator in question started to get warm and eventually shutdown app 8 weeks ago. We called Sears and a Technician came out to the house and repaired a small leak and refilled the gas. Problem Solved, or so we though. The refrigerator died again on Sept 11, and another Technician came out the next day and said that parts needed to be ordered. The Tech came back on Sept 18, and told my wife that the fridge was not repairable.
I received a phone call on September 19th from a lady by the name of “Nan” who offered me $550. I told her that I wanted to speak to her Manager. I spoke John Jhaleb who said that refrigerators have a 10 year life and he was going to depreciate the fridge by 10% per year. I asked if Sears was going to start selling units with a sticker stating ” guaranteed to last 10 years”? To me that was absurd. I stated that nowhere in the service agreement did it say that refrigerators have a 10 year life and there was nothing in regards to depreciation. I was also told that the lemon policy did not apply since I only had 2 repair and not the 3 repairs required to qualify for the lemon clause. I agreed with John in regards to the Lemon Clause.
Lemon Clause
4. NO LEMON COVERAGE:
If we repair your Covered Product three times during any continuous 12-month period and the Covered Product then requires a subsequent repair during the same 12-month period (as verified by our authorized service centre), we will, at our discretion and subject to the terms of the Protection Agreement, (i) replace the Covered Product with a new or refurbished product of similar features and functionality (though not necessarily the same brand); or (ii) issue a store credit for the current replacement value of the Covered Product, not to exceed the original purchase price. You must return the Covered Product to us in order to qualify for this No Lemon coverage. For the purpose of this provision, one repair occurs when one service request is fulfilled requiring the repair or replacement of functional parts, but shall not include product diagnosis, customer instruction, repair or replacement of accessory, cosmetic, or non-functional parts, or any repair covered under a manufacturer’s product recall. The Protection Agreement will immediately be deemed fulfilled and will end on the date of replacement under this provision.

I told John that I wanted a replacement unit or a store credit for the current replacement value. This was according to section 8 as follows:
8. PRODUCT REPLACEMENT:
At our option, we may replace your Covered Product with a new or refurbished product with similar features and functionality (though not necessarily the same brand) or we may issue a store credit for the current replacement value, not to exceed the original purchase price. Technological advancements may result in a replacement product with a lower selling price than the Covered Product. If we replace the Covered Product after expiry of the manufacturer’s warranty and during the Agreement Term, then our obligations under the Protection Agreement will immediately be deemed fulfilled and the Protection Agreement will end on the date of replacement.
Nowhere in the above does it state that Sears will deduct any money for depreciation. And nowhere does it state that there will be a negotiation on the payout amount. It is clear from the agreement that I will get a new or refurbished unit with similar features or current replacement value not to exceed original purchase price.
I called the Presidents Line and was transferred to another lady by the name of “Lev” in customer service. She listened to me and agreed on the points I raised. She said that she would have to call the original department that I spoke to and discuss the issue with them. She stated that Sears was willing to offer $800, and said that I should be able to buy a comparable unit at Sears for that amount. I disagreed with her, and stated that she can have the buyout department purchase the fridge for that amount and have it delivered to my house. Replacement Unit are closer to the Initial price of app $1630 that I paid 7 years ago.
I am asking that Sears honour the terms of Sears protection agreement and send me either a replacement unit with the same features or give me a credit for my full purchase price so that I may go and purchase another unit from Sears.
I am thoroughly disturbed by the run around from Sears customer service. All my appliances are from Sears, and all my extended family has also bought appliances from Sears. I am expecting that Sears will honour the Service agreement and provide full credit to purchase a new fridge and to also compensate for the extensive food loss. I can be contacted at : xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Sincerely,
A. K.

Have an account that is past due. Have sent them a letter stating I do not want them to call. To no avail. They start at 8 a.m. in the morning. Half the time they are not even on the line or is just a recording. They call 8 to 10 times a day. They run up my cell bill. I am disabled and can not deal with all of this. I have explained to them the reason for default on account and that does not matter to them. That when my husbands home gets out of probate (as he died just 3 months ago) they will get their money. But they continue to call every hour and wake me up every morning. 8 phone calls a day is HARASSMENT. They are out of line completely and plan on filing a law suit on them. Their number is [protected] and say they are from Sears. They gave me the wrong address to send the letter to, to stop the calling so had to resend to a different address. These bill collectors are breaking the law with the amount of calls they are making to me

My 2005 Kenmore Electric Range (model 790.[protected]) caught fire this afternoon. Thankfully, my husband and I were present, as were my FIVE children. We were left shaken to say the least!
I was preheating my oven when I heard a crackling sound. Suddenly, I saw a spark that quickly turned to flames shooting from behind the control panel. We were able to pull the appliance from the wall and unplug it, at which point the flames died out. There was no damage in or around the electrical socket and the damage to my wall was DIRECTLY behind the vent where the flames came from. I am disturbed to see how many others have had similar experiences with Kenmore appliances.
Sears has been little to no help in resolving this matter. It took 5 associates before someone even took an incident report! I was told they could send a technician for "repairs" at my expense, since I am no longer under warranty!
This is not even the 1st issue I have had with this company. 6 months after I purchased my $1500. refrigerator, there was a recall for chance of fire! PLEASE BEWARE! DO NOT BUY SEARS OR KENMORE!

I bought a new pair of glasses about 7 months ago and purchased the TechVue lens which is supposed to work better than the Progressive lens (which is not true by the way). I acually paid $100 more for these lenses. The lenses began to have what looked like smudge marks. I tried cleaning them and on closer inspection realized the spots appearred to look similar to a tinted car window that had started to peel. I called the store and explained what was going on. The girl who answered the phone did not act surprised, said something similar to a clear coat was coming off and sometimes they have a "bad" batch of lenses. I asked if I could get new lenses and she asked if I had purchased a warranty. Luckily I had. Had I not I would have had to purchase a new set of glasses at full price. With the warranty I still had to pay $25 dollars to get new lenses. My problem with Sears is how can you admit that your product is defective and still charge your customers for a new pair? I haven't gotten my replacement lenses yet and after reading other complaints I worry that my new glasses will eventually go "bad" as well. We'll see. Either way, with this kind of customer service, I will never buy another pair of glasses from Sears.

When I first started at Sears back in 2009, I LOVED it. I was in sales and I was looking forward to working my way up to a supervisory position with the company. That day came in 2012. I was offered a lead position at $13.50 an hour. The first issue here is with the store manager... the head honcho. Not only is he lazy, but he lacks competence as well. How he got to be a store manager is BEYOND me. He sits in appliances all day on the computer or in his office, doesn't have nearly ANY engagement with the associates, he hardly knows how to use the register and he looks for any excuse to call out of work and I doubt he calls his manager who goes by the name Mr. Lawson to let him know he won't be showing up. He has called out a little over 20 times in the past six months for RIDICULOUS reasons. He also LOVES to give away the store. He hates confrontation with anyone and if a customer is complaining he gives them what they want so they leave him alone. The operations manager is notorious for this as well. The worst thing about that is that after us leads and ASM's tell the customer no... that goes against policy, they go and give the customer what they want to save a call from corporate. I understand this may be the case in some circumstances but not all the time. The worst thing I've seen him do is give a ONE HUNDRED DOLLAR BILL to a customer because they said that the cashier took too much money from them EVEN after revealing that the cashier DID NOT through surveillance cameras. All because they said they would call corporate. Now, I got paid 13 an hour to do a plethora of BS. I had to write a schedule, coach associates on metrics, give a monthly report on those metrics at the end of the month for about 25 cashiers, got yelled at daily by rude customers for just doing my job, hire and train new associate, ring when the lines got long which was ALL the time due to terrible hour cuts, and a bunch more BS I wont even get into. The cashiers have to sign customers up for a credit card with a 29 percent interest rate for every 500 dollars in sales, sign up as 40% of customers that werent rewards members up for the shop your way rewards program (the customer HAS TO HAVE an email to sign up which a lot of people refuse to give BC of all the junk mail we send) They have to sell protection agreements and sears purchase protect plans(extended warranties). These numbers ARE NOT easy to hit. Especially when 35 percent of our clientele speaks spanish. When the associates arent hitting those metrics... Im forced to give them as little hours as possible until they decide to quit. BTW the cashiers get paid 8 bucks an hour plus and extra two for every credit app they do. If the numbers arent there I have to write them up. This is didnt agree with especially because of the economy we are in... it is VERY hard to get someone to apply for credit... The customers complain because they are being harrased with all this extra stuff they dont want i.e.( credit cards/warranties/rewards sign ups). The store manager FREAKS out when the lines are long yet he doesnt ring to help the lines... he just pages ALL BACKUP CASHIERS TO THE FRONT. Ive seen days where managers had to ring all day because we get very little hours. AND my ops manager that is supposed to help me run the front end... sits in his chair allllll the way on the other side of the store staring at a computer doing god knows what... anytime I ask him for help he literally yells... JUST TAKE CARE OF IT ! Or IM BUSY GET SOMEONE ELSE! and my personal favorite WHATTAYA WANT ME TO DO ABOUT IT? There is NO Raises whatsoever. They have been on a freeze for more than 4 years. They cut the 401K and it costs 300 bucks a MONTH for the worst benefits packet which has an 80 dollar freaking co pay. They just keep taking and taking and wanting more and more out of everyone... This company WILL NOT be around in the near future and I will not go down with it! This is my last couple of days and I have never been happier in my life.

the sears winter park call center is a "nightmare' to work for. Anyone can know or tell that this place is a ghetto call center mostly full of degenerates and low class people that work there. These are not skilled or intelligent people but mostly jerks from other call centers who sears hires and worse it seems that sears hires peopleoff the streets to work there. the entire organization is run in a disorganized and shady way. I was told by some people that there are 20 something year old male managers that sleep with half the women there as the women themselves tell them personal stories, yuck! someone told me its a big 'orgy' in there which is just scary. aside from that nonsense, the young arrogant male managers will physically hurt employees in various ways, or even rub up against their chairs in a sexual and derogatory way. Also, I was taken in a room TWICE and bullied and mistreated by two arrogant male managers one being chris, and treated like a criminal and it was a very hostile work environment. I was mistreated and traumatized to the point where I didn't even want to go back to work but was too scared to say anything because of how badly I was talked down to or mistreated. Those arrogant bully managers seem to enjoy abusing female employees and terrorizing them no joke. also the managers on the floor often were rude arrogant condescending as were other low class employees that worked there. many jerks were on powertrips and felt comfortable mistreating employees as they wanted and didn't do their jobs and just sat around lazy and rude. when I finally voiced my complaint, I was treated as if I couldn't give 'specific examples' of the mistreatment, which was untrue and wasn't taken very seriously. I was also fired immediately because my manager chris failed to tell me I was on a warning though he lied to me and told me I wasn't. the managers at this location are CORRUPT 20 something year olds, who sleep with women, talk to associates about women in fact will put associates on breaks just to chat with them, and abuse and harass GOOD DECENT employees and treat good people like criminals and interrogate them terribly.

this is a VERY corrupt unethical business and employer. they will SCREW people over to no end while they will be fair and just to whoever they want to and mistreat and bully people they choose to do so to. Nothing will be done about the mistreatment abuse or bullying and no one cares and sears will try to sweep it under the rug. I know fo another associate who they wrongly fired who wanted to sue them too. Everything about this location and call center is unethical and disturbing. This isn't even about being fired as I was going to quit and WANTED to get fired. its the fact that I was bullied terrorized mistreated while I was supposd to be fired, for no reason, then fired unethically and without warning like they are supposed to give to us. sears has STEPS in place so people can improve on their performance and PREVENT termination but in my case I was lied to by my manager and not given that information then let go the minute I filed a complaint. you know its a bad organization b/c its run by people in their 20's who have very LITTLE management experience. in fact sears promotes losers to be in management positions so assumably they can take advantage of their shoddy positions and even bully employees there. They have no care that their immature disgusting male managers enjoy bullying abusing and traumatizing employees for no reason. terrible company and organization...beware of it.

Whom It May Concern;

Reference to the below inquiry e-mails: I have been working this issue since the beginning of the year. As you read below, I have made many attempts to contact Sears by phone and numerous e-mails. I keep receiving e-mails stating "Thank you for your inquiry, we're working hard to assist you. During normal business hours it can take up to 2 hours for a response". Still to this date I have not received an e-mail or phone call to settle this. Winter is coming and I am getting worried of the output of the new furnace.
Please read all e-mail traffic from the bottom up.
Please assist me before winter.

Thank You,
Ray

Raymond & Gabriela Dalinsky
5959 State Route 96-A
Romulus, New York 14541
[protected]@hughes.net
[protected]

-----Original Message-----
From: Appt Services [mailto:[protected]@searshomepro.com]
Sent: Friday, June 14, 2013 9:30 AM
To: Dalinsky, Raymond D CIV (US)
Subject: RE: Re: Reference to the below inquiry (UNCLASSIFIED) [#69444]

Thank you for your inquiry, we're working hard to assist you. During normal business hours it can take up to 2 hours for a response. Can't wait? Give us a call, we have live agents standing by [protected].
Monday - Thursday 8:00am - 12:00am
Friday - Saturday 8:00am - 11:00pm
Sunday 10:00am - 9:00pm
(Eastern Standard Time)
You can always visit us on the web at www.searshomeimprovements.com Sincerely, Sears Home Services

----- Raymond D CIV (US) Dalinsky Wrote -----
Classification: UNCLASSIFIED
Caveats: NONE

Whom It May Concern;

Reference to the below inquiry: Why does Sears Service reply to complaints with "We have notified our local office and an associate will be contacting you within 24-48 hours"? Here we are in June and this took place March and another complete in April and have not even a courtesy phone call. TALK ABOUT CUSTOMER SERVICE!

RAYMOND D. DALINSKY
Command Safety Office
Deputy Safety Director (FORSCOM)
☎ [protected]
Cell: [protected]

Fort Drum - "The Army's Best Kept Secret"

-----Original Message-----
From: Appt Services [mailto:[protected]@searshomepro.com]
Sent: Monday, April 29, 2013 10:55 AM
To: Dalinsky, Raymond D CIV (US)
Subject: Re:Reference to the below inquiry

Dear Mr Dalinsky,

We received your email regarding your home services installation. We have notified our local office and an associate will be contacting you within 24-48 hours. If you have any other questions or concerns regarding your estimate or if you would rather contact them at your convenience, please call them at [protected] M-F 9am to 5pm; so they can further assist you.

Sears offers FREE in-home design consultations on several home improvement project, including; kitchen remodeling, cabinet re-facing, countertops, heating and cooling systems, flooring, vinyl siding, replacement windows, bathroom remodeling, entry door systems as well as complete roof replacement. We look forward to serving you with all of your home improvement needs.

Sincerely,
Sears Home Services
www.searshomeimprovements.com
[protected]

--Original Message--
From: raymond.d.dalinsky.[protected]@mail.mil
Date: 4/29/2013 10:09:13 AM
To: [protected]@searshomepro.com
Cc: [protected]@hughes.net
Subject: Reference to the below inquiry (UNCLASSIFIED)

Whom It May Concern;

Reference to the below inquiry: Sears stated during normal business hours it can take up to 2 hours for a response, it has been 27 Days and we have not heard a response. Is there a problem?

-----Original Message-----

From: Appt Services [mailto:[protected]@searshomepro.com]
Sent: Tuesday, April 02, 2013 12:42 PM
To: [protected]@hughes.net

Subject: Re: Home Improvement - Heating & Cooling [#46559]

Thank you for your inquiry, we're working hard to assist you. During normal business hours it can take up to 2 hours for a response. Can't wait? Give us a call, we have live agents standing by [protected].

Monday - Thursday 8:00am - 12:00am
Friday - Saturday 8:00am - 11:00pm
Sunday 10:00am - 9:00pm
(Eastern Standard Time)

----- [protected]@hughes.net Wrote -----

Name: Raymond Dalinsky
Address: 5959 State Route 96-A
City: Romulus
State: NY Zip: 14541
Country: USA
Day Phone: [protected]
Evening Phone: [protected]
Email: [protected]@hughes.net

Comments: To
Whom It May Concern,

Date of Sales Consultant - 20 Dec 2012 Job #1480 4626

We have been waiting on the so called survey from Sears Home Improvement Products. We were informed that we will receive one after we choose Sears to install a new Carrier Propane Furnace in January of this year. I gave the Sales Consultant and the Project Coordinator my personal cell phone number but I am assuming the automated phone survey went to my work number and most likely I missed the call.

Below is our survey in accordance with the survey referencing paper with the nine different areas:

1. I was not totally satisfied of the Home Improvement project.

2. Not sure at this point that I would recommend Sears Home Improvement to a friend or relative.

3. I was overall satisfied with the initial sales appointment.

4. I am not satisfied with the sales consultant who worked with me.

5. Overall satisfied with the consultant on making me more aware of other products and services that Sears provides.

6. The sales consultant only contacted us because we called him first during installation.

7. Somewhat satisfied with the Project Coordinator when I called. Never received a callback from the Project Coordinator when I presented a problem.

8. Overall very satisfied with the Authorized Contractor who worked to install the furnace.

9. Additional Feedback: After choosing Sears Home Improvement project over many other furnace distributers, for the reason that we trusted Sears for the name, we are a little disappointed. First we were told we did not have to pay anything until we were satisfied. The Project Coordinator called us and I informed her we had an air flow problem which in-turn she said she would direct it to the sale consultant and he will call us to make it right.

(It never happened) With that said and knowing we were not satisfied with the air flow, they still took out the money.

The sales consultant insured us that the new furnace blower motor was more powerfully to allocate more air to the back two rooms. Presently it is less air to the back two rooms then the previous heater. The sales consultant stated if it does not force more air, then they would have to install two duct booster fans. The installer of the furnace verified with me the lack of air going to the back two rooms. I informed the sale consultant and the project coordinator and to this date, no feedback or assistance. Also, the sales consultant was not knowledgeable concerning the gas line hook-up to the new furnace which in turn placed us in a dilemma after the fact. I had a gas line already in place and the sales consultant stated it was fine. Come to find out two weeks later, to complete the project we had to hire a local gas company to install a larger gas line which set us back an additional $680.00 up top of the $4, 900.00 for the new Sears furnace. Our budget was set for $4, 000.00, but we went for the additional $900.00 because the sale consultant insured us of the capability of this product. When I mention the unknown additional cost to the sales consultant, he basically said "oh well, I know next time about the gas lines". He didn't even offer to work with us to adjust the total cost due to his mistake.

When Sears replies, we really don't want any dealing with our past sales consultant, so please don't have him call us to make good on anything, we will talk to anyone else. Once he made the sale that was it for him. Not even a courtesy or follow-up call to see if we were satisfied.

Thank you,

Raymond & Gabriela Dalinsky
5959 State Route 96-A
Romulus, New York 14541
[protected]
[protected]@hughes.net

sears is a horrible place to work. There is so much unethical treatment its terrible. sears will treat people ok until they have to let them go and they cant even ethically fire people. my time at sears was a nightmare. as an employee I was physically mistreatment as a manager would come up to me and bang my chair many times aggressively, and another manage would come and repeated times rub himself up against my chair in some odd and disturbing way. There was a lot of bad attitudes and rudeness around by managers and floor people who were unprofessional. the entire center was full of loud rude people who were obnoxious and obnoxious people were always rewarded. managers did many unethical things but no one cared. I was taken in a room twice and bullied mistreated and interrogated terribly for no reason and it left me traumatized and too scared to return to work. it was a hostile and unprofessional work environment where any low life loser was rewarded but decent employees were mistreated constantly. not only do they bully harass employees for NO reason and made a big issue out of things that aren't issues, the managers will not tell employees if they are on warnings so they can't improve their performance and then will get fired without knowing. its the job of the managers to tell employees this but they will selectively tell people they want to tell and not tell who they don't want to tell. they jeopardize people's jobs and no one cares. the managers are immature jerks in their 20's who are rude people. what bothers me is that sears cant even ethically fire people...firing is bad enough but sears has to bully terrorize and traumatize people for no reason rather than just firing them. its a terrible place and others need to know about the unprofessionalism that goes on there...also the place is full of obese rude mean loud and obnoxious people who bully others.

Bought this product in 2008 because it was high end, quiet, and thought this appliance would last a very long time. couldn't have been more wrong! In September of 2009, it was leaking. Called sears and was bounced from person to person and finally got to speak a foreign person to set up an appt. The tech who came was horrible! He was rude and inconsiderate. told me I was placing my dishes incorrectly in the dishwasher. No charge due to the fact that we bought an extended warranty. tried to do it his way and it still leaked! had tech come again and this time he said I was using the wrong detergent. switched detergents and the dishwasher still leaked. next trip, tech said that the sales people at the store never tell a customer that this high end dishwasher requires certain water. . . that is, softer water, not hard city water, which we have. but he said also that the hard city water was causing a part to malfunction and that the part needed replaced. took a week to get a new part in and replaced. washer still leaked. won't even go into detail about the run-around from the store manager, the ignorant tech, or any of the other people I tried to talk to at sears about getting us something that worked. so 4 years later, and now without a warranty, I have two little buckets under my dishwasher to catch the leaking water. we are now moving onto to hand-washing dishes since the dishes come out dirty anyways from the dishwasher. don't go to sears. salespeople won't tell you the truth and the tech and everyone in between will give you the run-around.

Approximately a year ago we purchased what we considered an expensive bed from Sears home store in Kelowna BC. When the delivery people delivered our new bed and took our 10 year old bed away, we told them that bed was a great bed for 10 years and they said “These new beds will never last 10 years!”

It didn’t, the first bed we purchase from Sears for $1551.00 lasted 3 months and it started sagging in the middle even though we are not huge people. Sears sent out a furniture medic and he agreed it was c*** and sears replaced it with one for $2237.00 which we had to pay the difference on. This one lasted LESS THAN ONE MONTH and the sides on both sides started to collapse. Sears replaced that one for $1411.00 which we got money back from the other one. The bed lasted less than 6 months and the sides were already collapsing and the middle and both sides were starting to sag and for this kind of money there is no way we were putting up with that.

On June 9 of this year Sears delivered what they call their Eleoquence bed for $1583.00, which we had to pay more for and it is a TOTAL PIECE OF C*** as it feels like you are sleeping on a bed that is 20 years old instead of an expensive bed 4 months old. It has gone really soft and it just feels cheap, cheap, cheap and is worst than our 10 year old bed that started all of this.

The new manager that they have at the Home Store in Kelowna is as useless as these beds are as even though after talking to customer service and listening to all of their lies they told us, this manager won’t do anything as he is afraid for his new job he just got and doesn’t want to rock the boat. So we are just being totally ignored.

We now want all of our money back and Sears can come and get this c****y bed out of here and we will purchase one from Sleep Country, which we should have done to start with. Any one that purchases a bed off of Sears is nuts!