Sears
reviews and complaints

Title: How to annoy a customer by blowing off a scheduled repair.

Subtitle: Customer has been available from 8am to 5pm.

Moral of the Story: Sears assumes their customers have nothing better to do than block out an entire day - only to find out the appointment has been "rescheduled" when it was set and confirmed *twice*.

Dates: a few months ago - and, today, 12 December 2022

Note: I did not use the online system. All the following was voice or text.

This is the 2nd time this *exact situation* has happened, in this exact order.

(Postmortem: this is either a human resources problem, or the automated scheduling software has not been properly QA'ed. One person needs to role play a customer, and another one, a tech --- and run the whole process through. You will discover that the voice system is not only hard to use, but almost obnoxious in its ill-logic, in the choices it gives that do not fit an ordinary circumstance.)

Steps to recreate the problem:

1. I called for Master Protection plan service on an expensive GE washer.

2. Spoke to a person, gave details, etc. - Technician is scheduled.

3. I received an SMS Text message confirming appointment date.

4. On the appointed date, the tech calls ahead as expected.

5. Tech arrives, scopes out the problem, and determines appliance needs a part.

6. He orders the part on the spot.

7. He says it should arrive in less than a week.

8. While here, *he schedules the next appointment* to put in the part.

9. I immediately receive an SMS confirmation, but the text says "Your Sears service has been rescheduled for 12/12 8:00AM-5:00PM". (Note the word "rescheduled" - well ok, that's just the way it says 'new schedule' - but ...)

10. ... time passes ... part arrives.

11. I receive an automated call that I must call the "for home" number to confirm the part has arrived. (huh - so you don't track your own orders?)

12. I call, but there isn't a proper option to confirm both that the part arrived, and that the previously scheduled appointment (by the tech) should be kept. (System makes it sound like the appointment will change, and that you have no choice but to proceed, no way to avoid possibly rescheduling when you don't want to, when the previously confirmed appointment is correct - disconcerting.)

13. The system then confirms that appointment date is correct. (whew!)

14 ... time passes ... apt date arrives, but no tech calls ... midday, I text him (I kept his number).

15. He texts back and says he's not scheduled to be here today.

16. Minutes later, the "for home" system calls me and says I have to call to confirm the part has arrived (what?).

17. I call - there is no confirmation (of date already confirmed). Then it forces me to reschedule to a different day.

18. My hair catches fire.

19. Meanwhile, the same tech texts me, saying, "maybe they scheduled a different tech to come out today." Well, peachy, I was just forced to reschedule, so if there was a tech scheduled, he was just told that *I* rescheduled.

20. Realizing this, my hair burns to a nice crisp.

I blocked out the entire day. I got up early (which is not good for my health).

NOTE: The above pattern happened once before, in *exactly* the same order, precisely the same way.

I paid for a Master Plan --- anyone would expect routine service at least, not this kind of goofy run around. (And FYI, I am out $500 - $1000 from lost work hours when I have to wait around like this.)

The ironic part of all this is that I could repair the washer myself, but don't because I don't want to potentially void a warrantee or cause issues with the MPA.

_____________________________________________________

Desired outcome (because it won't fit in a mere 240 characters):

_____________________________________________________

A. Fire your service department director - I'm serious - this is inexcusable.

B. Hire more quality assurance people - more in call center support and more in software development. (If this "scheduling program" is not developed in house, but purchased from a vendor, I suggest you seriously review and reconsider it, if it does not allow the flexibility to correct this.)

C. Fix the procedure so that it flows correctly.

D. Narrow the window from 8-5 down to 8-12 and 12-5. This is entirely possible with today's communication tools, regardless of how busy the technicians are, or how many unexpected problems and delays there are. (We do have this new thing called a "cell phone.")

E. Review and proof your local service providers - their quality varies widely. (For another appliance repair through another company (Lowes) I had a technician tell me that "there isn't a problem," when there obviously was. That same service provider is one Sears contracts as well.)

F. This really should go without saying: Make sure to train employees to respect the customer, to put them first so they are not subservient to the "convenience" of how you want your routines to run. The latter is the impression your current system leaves. Several of your phone service people were just rude, like they were annoyed to have to speak with me - even though I was nice to them. Maybe you need to bite the bullet and pay them more?

Scheduled a HVAC service for 121222 . Texted to say a tech would be out to my home on Monday 121222 between 08:00am - 5:00pm. My wife took the day off. Received a text 20 minutes ago to say your service appointment has been rescheduled for 121422 8:00am - 5:00 pm . No Call just a text. This same situation happened a year ago when the top half of my house Hvac went out. We were without AC for a week expecting my parents on vacation. Poor service, I should have left the last incident.

In May 2022 I ordered a water filter. The water filter I ordered was 469915. On May 28 my sears account was billed $43:10. I called in July because I had not received my water filter. I was told it was on back order and that I would receive an email when it was ready to be shipped. I received the water filter on December 7. There was another charge on my account on November 28 for $53.89 for the same water filter. I was billed twice for the same water filter. If you would address this matter it would be greatly appreciated. My email address is [protected]@aol.com! Sincerely, Mary Tisler

Refrigerator quit on September 9, 2022. Have had Sears Home Warranty for years. Called them up Monday the 12th. Paid the $75 fee up front. Was given an LG date of Oct. 16th. Sears was not able to come out till Oct. 30th. So I went with LG. Nobody showed up so I called several times. The issue was that they could not find a tech in my area and did not bother to call me. Gave them even more time to find a tech to no avail. They offered me money for replacement that wasn't even half of what I paid for it. Again I called and was told there are no techs in the area. I then called Sears Home Warranty and asked why I am even paying for their service. Got an appointment for my refrigerator to be looked at on October 19, 2022. I was told it was a compressor and parts would be shipped. Soonest appointment I could get was November 23, 2022. Day before Thanksgiving. All this time without a fridge and a family to feed. Parts arrived in October. Stored them until November 23rd. Parts installed and seemed to be working okay. He stated sometimes they end up not working of not freezing but this one was cooling so it should be fine. He said give it a couple days to reach its full capacity. My freezer is still not freezing and when I called Sears Home Warranty I get verify your account. Account verified by name and address, they also wanted email. All information is the same for the last 12 years. Lady on phone read my address too me but was then saying she did not have my information and I needed to verify it. Yelled at her and ended up hanging up. Called a second time and got the same thing. I gave my name and address and they wanted my phone number. Machine pulled up my account by number I dialed in from. Proceeded to tell me I could not be helped unless I verified my information. I yelled more than once and she disconnected the call. Called a third time to cancel my account, verified my info before he could say anything and he said I could not speak to a manager or cancel my account until Monday.

When asked to speak to someone over the phone I am told they have no phones and can only chat online. My order came and is missing about 30 items or more, and they want me to try and package everything back up to send back while they start a refund so I can repurchase which it was a back Friday deal anyway so they may no longer have it available. This is horrible customer service from a company that used to be much better. Highly disappointed.

Craftsman 299 pc. Easy-to-Read Socket Set$249.99---Missing about 30 or more sockets

ssin : A028690707

Qty: 1

I purchased an extended warranty for my refrigerator back in 2018. In October 2022 the compressor went out, so we called to schedule a repair. We were given a date approximately one month later just prior to Thanksgiving and the parts were even shipped to our home so they would be there when the Tech arrived. The day of our appointment I received the automated text saying the appointment was confirmed and the Tech would be at our home between 8a-5p. At 5:20 I received at text saying the Tech would not make it because the other service ran late, and they had run out of time. We were rescheduled Dec 23. I was able through the automated system to get that moved up to Dec 9th. Since I could never contact anyone by telephone, I used the online chat feature to see about moving it up sooner and all I would ever be told was that they would put an expedite on the request. Nothing ever happened. Dec 9th I received the text confirmation once again. At 11:20 I received a phone call advising they were rescheduling again until Jan 4, 2023. Allegedly the Tech was ill. I requested they contact a local repair company to come and do it. No such luck. It will be nearly 3 months without a refrigerator by the time Jan 4th rolls around.

I need the refrigerator fixed SOON or a replacement.

I have been without a washing machine for 3 months. I have tried numerous phone numbers and chats to get the issue resolved but only getting the run around and nothing but automated systems that do not have the option to speak with a real person. I have had 2 technicians at my home and repairs were not completed because parts needed to be ordered. The first tech didn't order enough and the 2nd tech ordered what else I needed. I received one of the 2 parts that the 2nd tech ordered and it was badly damaged. The other part he ordered came and it was ok. When on a chat, the damaged part was reordered, but they ordered the wrong item, so now I have two of the same part. I even told them what I needed and they still ordered the wrong thing. I cannot get through to anyone to get the right part and the repairs complete. I am wasting valuable work time trying to get a hold of a real person that can help. We purchased a new washer and dryer before prices went sky high, but do not want to use them yet because of our Sears Home Warranty. The costs of these parts have been charged against my warranty and one of them should be removed as it was a duplicate part.

On January 4, 2022 I had a technician come out to repair my Samsung Dryer and I thought it was a bad belt, which turned out to be correct. The Tech did not have a belt on his van so he left to come back later when someone brought a new one to my home. I signed an ESTIMATE and was told my $99 diagnostic charge would be included in the price. I told the tech that I did not like signing on his ipad as I could not see what it listed. As it was an estimate I signed it and refused the insurance he was offering for $50 pm for a year and the cost of the repair would be $153.16. I had all new appliances so did not have the need for insurance! When the job was done I was charged $306.33 (funny, what a coincidence it was double the actual price if I had accepted the insurance! I questioned this with the tech and he was obnoxious and advisarial and told me to take it up with the office. I did try on a number of occassions and could never get any help in fact was ignored many times with calls and emails. I finally got tired of it as they had hoped! Today 12/1/22 I had another tech from another appliance repair company come out because 11/28 the dryer quit and I thought it was the belt again. Sure enough that is exactly what it was, it was shredded and the tech said it was the wrong belt that was put on. The total cost was $138.00 incl. Obviously, as I suspected, A&E were ripping me off but I could not pay for a service thinking I would be refunded. But now as I see that I was correct for sure and I have the evidence of the bad belt and roller which was NOT replaced in January, proves to me that A&E are not a good company. I would expect Sears who backed this company to come to my assistance and get my money back for this bad job, and being cheated of $153.16 initially and the cost to get it done by professionals for $138.00. BTW I did make a complaint to the Chamber of Commerce because I could not find an email nor any contact info for their head office. I called today and the guy would not give me the info and actually had me hold on for a few minutes before disconnecting me. This is a terrible outfit and I heard from others that they stopped working for them because of these things. I truly dont know how they are still in business!

Called and of June for washer repair. Two weeks later repair service arrives and determined the computer boards are the problem. Boards are ordered to be delivered to my house but they never arrived in time for repair. So I was told that I could receive a replacement for it. Opted to take replacement and now scheduled for 3rd Friday in August. On Friday I am called with they'll be at my house by 4 pm. Later I get a call saying that they don't have the washer and I have reschedule so it rescheduled for the FRIST time to 2nd Saturday in September. I'll make shorter my just saying that I had to reschedule 4 more times and I am now receiving my 5th call notice to reschedule. I have not returned a Call since there is NO point. This added greatly my stress! And mentioned at most of my therapist meeting! Added difficulties with things that needed my attention.

On October 15, 2022, Service Order Number: [protected], I had a service call from Sears Home Services. The technician was ID# 0012427. The bottom of my 6-year-old top freezer refrigerator was not keeping the foods cold. The technician said that the freezer section which is used to channel coldness to the bottom of my refrigerator was clogged so he proceeded to unclog the freezer. At first, I was delighted that it was a simple problem, but then the technician said I should wait before I buy foods. He said it could happen again and I have a 90-day guarantee. Sure enough, two weeks later it did happen again, I called Sears Home Services, my second appointment was on 11/10/2022, I arranged my schedule to be home between 8 to 5. He came at 2 p.m. and before the technician looked at my refrigerator, he said that I need a new refrigerator, he even told me which brand to buy. He finally looked at my refrigerator and said yes you need a new refrigerator for it would cost $450.00 plus labor to fix. Something about this person's attitude caused me to look for another repair service. I found VIA Services. The technician said the fan in the freezer was malfunctioning, I would need a new one. He had the part on his truck. It was fixed in 15 minutes. It cost $320 including parts and labor. It now works with a 1-year warranty on the part.

Order# [protected]

I purchased the Washer and Dryer with installation on 11/11/2022. My appointment for installation was set for 11/16/2022. When the delivery team arrived, they had it listed on their order form as "leave in carton". I told the guy I paid for installation as well. He told me Sears always make this mistake and to give them a call. Therefore, my washer and dryer was delivered, but not installed. I called Sears. They apologized for the inconvenience and set another appointment for installation on 11/18/2022. The guys who came out for the job stated they were here to pickup. The appointment was in error again. I called Sears and Costco Logistics, the third party vendor, and both parties were pointing the finger at one another. A third appointment was finally set for installation to occur on 11/20/2022. I received the automated call the night before on 11/19/2022. On the day of installation (the 20th) the delivery team called me at 7am to confirm. I told them I am available because I work from home. The window given was 11:30am - 1:30pm. No one showed up. At 2:30 I called Sears assuming it was a possibility they were running behind. The delivery team said they called and left me a message which is not true. Also, I confirmed my availability that morning, therefore there was no excuse as to why they did not show. I have been calling twice a day since this has occurred stressing that I need my washer and dryer installed prior to the holidays. An appointment was scheduled for 11/25/2022 which is unacceptable. I stressed I needed the installation to happen prior to the Thanksgiving Holiday. I am requesting a refund for the installation services. Also I am requesting for an additional refund for the huge inconvenience. In addition, I have to pay for another company to install the washer and dryer today when it should have been installed on 11/16/2022. Honestly, I was close to sending my purchase back, but I have children and am in need of the washer and dryer, however this will be my last purchase from Sears.

Vacuum belt shipping weight including the bubble envelope was.08 ounces and the shipping charge was12.99. I specifically asked if it could be shipped USPS for.75 and they said they only ship UPS. I received the package in a timely manner at my cluster mail box, not delivered UPS. Apparently UPS picks the product up from Sears warehouse and mails it to the nearest USPS location and the USPS sends it to the mail box. I consider this a form of fraud! Sears will not allow the product to be returned unless I pay an additional 12.99 to ship it back.

Approximately, 1 month ago I had a sears technician check my dishwasher. I was told a week to 10 days to get the parts. Painful but ok, I am ok for a couple of weeks.

After 2 weeks, I followed up with Sears. They were going to escalate the issue and someone would be in touch with me. That never happened.

After 3 weeks, I followed up again and I got the same answer as above. I begged for help at this point but still nothing.

It's been about a month now and the parts needed are still being processed. Not shipped, likely trying to find a part to ship.

I’ve had this refrigerator for 6 years. I’ve had nothing but trouble with the ice maker since I’ve had it. I had Sears come out twice and defrost it for 400 a visit. I’m sure that can be looked up on your end. Recently I came home and it was overheating. Luckily I have a second fridge and didn’t lose everything. I had mr appliance come out and he removed 2 giant hunks of ice from backsides of freezer. Water had been slowly leaking. Then I ended up having standing water under my deli drawer. Mr appliance came back out Thought maybe clogged water line. Fixed that. Didn’t help so they put a brand new ice maker in. I have invoices for all this work. I still have water under my deli drawers and I have to keep a towel in there to soak water up. I’d really like someone to get me in the direction for help. Thank you

Back in June 2022 my refrigerator stopped giving me water and ice. I called sears home warranty. They sent a tech out and found out I needed a part so they ordered one and the tech came out to put it in and found out that was not the part needed. They ordered another part and came out to put it in and found that was not the part so they ordered another part. They ordered another part and found out they do not make the part I needed. So they told me I had to get a replacement and was waiting for the order. On November 2,2022 they told me I had they okay for a replacement, as of today I have not heard anything thing so I called them today November 14,2022 and again I was told waiting to get the request in. I am so tired of getting the run around. They wound not let me talk to a supervisor.

September 25, I contacted Sears warranty about our washing machine not working. We did buy an extended warranty from Sears when we purchased the washing machine. Wash machine was purchased on 07-08-18 with a 5-year warranty. I do have the original receipt and warranty agreement. Since the first contact we have had a repair man out on 10-13, 10-25, 10-28, & 11-2. They were scheduled to come out on 11-8 it was a no show no call. We also had a scheduled appointment with them on 11-9. They sent a text cancelling that appointment until 12-6. The first technician that came out replaced 4 different parts with no success. I was also told that they would replace the washing machine that they would email me some machines to choose from I never received that email. I have talked to several people on the phone with not success on replacing the machine. I was told today that we did not qualify for a replacement. That is not what is in the extended warranty that we purchased from them. Repair or replace, they cannot repair so I want it replaced. It is costing me $30.00 per week to do my laundry and all they are willing to do is send me a check for $ 50.00. Every time they schedule an appointment either my husband or myself have to take time off work, so we are also losing money there.

Contacted Sears to Repair my Dryer. June 6, 2022, upon the Tech's arrival, he didn't have the exact Part and had to order it, saying it should arrive the next day and to call him at his Cell # when it arrived.

Before leaving, he offered the Home Warranty Plan of $187.95 at $49.99 a month which covered all appliances up to $20,000, etc.

The Tech explained the anytime Cancellation and Fee of $25.00 and the Contact information. I accepted, signed the Contract, wrote the Check for $187.95 and the next day the $49.99 was withdrawn from my Bank Account.

On or before June 13, 222, I called the provided contact number [protected]) and Cancelled the Warranty Plan, receiving a Confirmation via Text.

Today(11/9/22), going thru my banking information, I realized $49.99 had been debited from my bank account AFTER my cancellation. I called the only number I had been given to contact for questions, concerns, complaints or cancellations was the [protected]) number, and I spoke with an agent to inquire as to why I still being charged $49.99 a month after cancellation.

First, the agent told me he had NO RECORD of my cancellation and that I must have called Sears Service and NOT Sears Home Warranty. I explained that I only had the number given to me for such issues AND I received a Text Confirmation of Cancellation.

Second, the agent suggested that I KEEP THE PLAN, as it could be of great home repair benefit and proceeded with a Sales Pitch. I requested to speak to a Manager, to which he said he could escalate my concerns to a higher level, but continued to ask to place me on Hold, returning to say he was the one who could help me.

Thirdly, the agent gave me a "Word Salad" of the difference between Sears Service and Sears Home Warranty, as they are two (2) separate entities; therefore, I may have contacted Sears Service instead.

Again, I explained I DID NOT have a number for Sears Service, and ONLY called the number I was speaking to him on, which HE acknowledged was the correct number to call for Cancellation.

I requested a Refund of $49.99 for each of the 5 months debited from my bank account AFTER my cancellation in June, to which he gave me the phone number to the ENROLLMENT DEPT. at [protected], instructing me to contact them at a later date since they were not available today.

I felt I was made to feel at fault for not knowing any other phone number(s) to call to Cancel the Sears Home Warranty Plan, as well as, made to feel as though I was not being honest.

I WILL NOT drop this matter and I do not feel the ENROLLMENT DEPARTMENT is where this can be resolved, other than to be given another Department to contact and start this cycle over again.

On October 20, 2022, I called Sears because my HVAC heater wasn't working (which is an emergency) and had to wait until November 5, 2022, to have someone come.

On November 5 the serviceman came and didn't have the motor needed and said he would most likely get it within a couple of days.

I got a message on November 7, 2022 informing me that I they rescheduled an appointment for December 1, 2022.

I am so disgusted with the service provided by your company. Last year it was the same thing when I asked for service, it takes 3 weeks plus to get service.

I have children and toddlers living with me and I am a senior citizen and suffer from asthma.

When I renewed my service contract, service wasn't so inadequate. It is unacceptable to have to wait over a month and a half to receive the service I paid for. It's getting cold in my house and it's triggering my asthma, I need to get the service promised to me when I renewed my contract.

It's impossible to reach someone over the phone that can help me and that is unprofessional for such a large business.

On 05/10/2022 I purchased from Costco (Costco Item #1582187) a Kenmore 21 cu. ft. Top-Freezer Fridge with Ice Maker, in White Serial No. MR21YE22240413.

The fridge started malfunctioning in October and after contacting Costco and Kenmore local service rep., a repair man came on October 16 and determined the fan that keeps the condenser cool was broken and the fridge had to be disconnected to prevent possible fire. He said he will order the parts and will come-back once the parts are available. Since October 16 the fridge has been out of service and apparently so far there are no signs that the parts are available. This situation is not acceptable and if the fridge cannot be repaired, then it should be replaced.

My email is: [protected]@yahoo.com

Phone: [protected]

I purchased a warranty policy which I attempted to use to repair a leaking dishwasher. After a first failed attempt (for which there is a $75.00 charge in addition to the monthly fee) I rescheduled and was given a time window of 1p-5p which I made sure to have someone available for. The appt. was cancelled and rescheduled by Sears at the last minute. This happened 4 successive times over an approx. 3 month period of time. When I rescheduled the last appointment for today, I advised that I could not take any more time off from work and needed the technician to arrive after 3:30p when I get home from work. I came home today expecting a technician, but instead found an "I'm sorry we missed you" note indicating that they came at 3:09p. I began making calls to them and was transferred several times (at some point to an office in Bogata Columbia) and was eventually told that the appointment would not be rescheduled as they did come out at 3:09p