Last August, we ordered a Kenmore Elite Refrigerator at a price of around $2000. We live in a rural community and had to pick it up in a nearby community ourselves. The fridge was extra wide so we ended up taking the doors off to get it into our house. In the process, we lost a small washer on one side. The effect is that the doors are not properly lined up.
We wanted to correct the problem and discovered the part online in the U.S. at a price of $1.50. Unfortunately, the company did not ship to Canada so we contacted Sears with the part information. The cost of the part in Canada was $6.00 with a $6.00 delivery charge. We suggested Canada Post would be cheaper but it was not Sears policy to use postal service. The part arrived but it was the wrong one so we took it to the Sears store in St. John's, where we had purchased the refrigerator in the first place. We gave them the part since it was not the one we needed. They indicated they would send the washer free of charge but we have not heard from them or received the washer. That was about a month ago.
Since buying the fridge, we have also bought a dryer ($1000) and a snowblower ($1200).
Our complaint against Sears is this: We are paying top dollar for top of the line merchandise but have not received the quality of service we feel we deserve. We moved to rural Newfoundland last July and Sears provided a convenient way to shop for quality products. We have no complaint about their products but we also expect high quality service. Sears may not be at the top of the list when we consider future purchases.
My less then one year old Kenmore Range stopped working on Saturday Dec. 6, 2008 and I called to schedule an appt. Sears could not have anyone come to service the Range until Wed. Dec. 10 thats not a problem. So when the 10th comes a technician comes and says that the clock timer needs replaced that is why my oven was not working. He rush ordered the part necessary and tells me the part will be shipped to my address and he scheduled me for Dec. 16th. That day comes and goes no part, no phone call, nothing. I called Sears again and they said I wasn't on the service order for the day, they tell me to call back when the part comes in. I wait until the 20th of Dec. and check on whats going on, they said it looks like they had to reorder the part sorry for the inconvenience. I checked on that order on the 22nd of Dec. I was told the part will be delivered by the 26th. I was called back by a technician on the 29th and he had me scheduled for 8-12 that day, he called to say he was on his way at 8am and I have no part for him. Finally UPS delivered the part at 12:45pm, now I'm the techs last repair today. Needless to say this is unacceptable, its the holidays and I have had no oven for the past 3 weeks. I would feel that more then "sorry for the inconvenience' is necessary!!!
I went in to the Sears store in Jefferson City on 12/26/08 to purchase a stove and dishwasher. This was a big deal for me and had saved up all year to be able to this. I had done all my research and knew exactly what I wanted to buy, had the model number in hand. I asked my Dad to go with me so we could use his truck. Here is where my problem started. I asked my Dad to find an associate and Gary came back to talk with us. I was asking him about the grill accessory and he wouldn't look at me. He was ignoring me and my questions. I stepped in front of my father and told Gary that I was the one buying the unit and asked him to please speak to me. He threw a fit and told me it was customers like me who make his life a hell and that I was rude and inconsiderate. I could believe it and asked to speak with his manager. He paged his manager and walked off. I was stunned and on the verge of leaving the store when another sales person, Deana, came up and asked if she could help me. I purchased the stove and dishwasher for just over $1, 500.00. Deana called for the manager several more time and finally Mark, the manager, came over. I told him the whole story and was told that this was not like Gary and that he would speak to him. I hoped that this would make me feel better but it hasn’t. I have had people come up to me since this happened and say that they saw the way he treated me. They said that Gary was also talking about me to other customers and staff. I feel very mistreated and am contemplating canceling my order and going somewhere else. There was no reason that this should have happened, especially at Christmas.
I ordered an inversion table (large piece of fitness equipment) as a Christmas gift for my partner. He has a bad back and I wanted it to be a surprise. Unfortunately the one I saw a Costco was way too big and heavy for me to transport so I decided to order this online via Sears for an additional 100 dollars and a shipping fee of 50 dollars. I was then asked to pick a day of delivery and that was December 24, 2008.
Now if they weren't able to accommodate, then I surely would have figured out another way of purchasing this item to be under (or beside) the tree for Christmas morning. His back has been so bad I new this was a gift that would bring him much needed relief and could be incorporated with the treatment and exercises he's doing to improve his condition as much as possible.
I remained at my home all day on the 24th and waited. Waited and waited. I dutifully checked the status of my order on line which did not indicate any delay or reason for this item not to arrive at the agreed upon scheduled day.
As the afternoon progressed I decided to call Sears customer service. I was on hold for at least an hour before I had to take other calls then call back. When I did call back, the recording said the business was now closed for the holiday. I could not believe this. Up until 8pm, I was sure they would come but it didn't.
I was mad, and I dont' get mad easily. I would have been satisfied if someone from Sears called me to let me know this item was not going to make it. I felt it was particularly crucial considering it was Christmas Eve and a gift. So I drafted a strongly worded email to the customer service line, demanding a call when they did open to provide me with a proper explanation, exact time and date. I didn't get that call so at 9am so I call customer service. I did recieve an indifferent form email from Sears with no indication of the information I was requesting.
I didn't get the chap's name who took my call. I was more indifferent than the email. I asked him very simple, justified questions that I deserved answers to. Instead I get this crap:
Me: Why didn't the item arrive?
Customer Service answer: Oh, what location was that supposed be picked up yet?
Me: Um, it was supposed to be delivered to my residents. Where is it?
CS answer: Hold on (he then seems to looking maybe). Um it's on the truck.
Me: What? What truck? On my account it indicates "order completed". What does that mean?
CS answer: Well it may very well be on route and arrive sometime today or tomorrow.
Me: That is not good enough. You need to look into this and give me an acceptable answer to my query.
CS answer: (in a bored indifferent tone) I'm sorry, we don't have that information ma'am.
Me: OK, so you dont' iknow and it sounds like you don't give a *(O&*&^9
CS answer: That's not true ma'am. It's being shipped by UPS.
Me: (thinking now I'm getting somewhere) I'll contact them then. I need the information to track this.
CS answer: Oh they can't do that.
Me: You mean you don't care and are unwilling to help me.
CS answer: That's not true ma'am...
Me: (I hung up) and continue to wait.
I scheduled a repair five days in advance. I had to stay at home to wait for the technician to come out...
I was second in line on Friday to purchase a Kenmore Front loading Washer & Dryer set for $599.00. My...
After reading these complaints, I am shocked that Sears has not recalled this range. The same exact issue...
5 year old Kenmore range oven has problems lighting, smells lioke gas and then lights with a loud boom. Has been happening for a year. Now all of a sudden it smells like something is burning inside the unit. I called Sears to have someone come out immediately as we are dealing with gas and electricity. They said some one could make it out in 4 days. When I told them that I was afraid that something was going to catch on fire - hge said to call the fire department. I WILL NEVER PURCHASE ANOTHER ITEM AT SEARS. They hav the worst customer service I have ever experienced. I am so suprised to see all the complaints on this site pertaining to this product.
I trusted Sears auto center with my Jeep. I first went in for general maitenence and tires. Was pleased with...
The customers must be aware since Sears is working in a campaign of 0% of interest in your sears card for 12 months. But they are monthly charging you a credit protection fee and if you do not pay it, they charge to your account $35.00. In September 2008 I bought a tractor in $1, 612.00, sears sent the bills to a wrong address and now they are charging me $1722.32. The quantity increased more than $100.00??
Customer... please be aware!!!
OK, we went to the Sears Outlet store in Franklin Mills, PA and bought a new range. It was a few hours from home, but we thought that Sears was a national store and that if there was a problem with it, we could return it locally. The price was OK, not great. They said that it was valued at about $2000. and we got it for $1267. In retrospect, the technician that looked at the oven said that it was last year's model and would not be valued at $2000.00. We could have bought a brand new one for that price. Ennyhoo, the salesman said that it works, but it just had cosmetic damage. One little ding in the side. I could live with that b/c it didn't show when I put it in between two cabinets. If there was anything else wrong, the salesman said we could call for service under the one year warranty and if the technician can't fix it after three visits, Sears will replace it. Well, when we turned it on, the knobs got really HOT! My husband thought something was seriously wrong with this thing. We called for service and the repairman said that the whole oven cavity was bent and the door won't close all the way because of the way the oven is bent. The repairman didn't offer to take it and replace it. He told us to return it to any Sears for replacement or refund. We went to the Local Sears store and they refused to let us return it. Then we tried the local Sears Outlet store, and they also refused to take it back. We called the national number and they also didn't honor the Lying salesman's warranty. Additionally, we couldn't return it to the Sears outlet that was nearby. We had to drive it all the way back to Franklin Mills in Philadelphia (3 1/2 hours away) to get rid of it. I cannot believe that they lied to us about all of this and put us through all of this trauma trying to return a range/oven!! I will never set foot in another Sears store again, and you should not either.
My name is Louis SMith a 46 year old white male from Hattiesburg, MS. I was offer a job in the visual...
I bought a top of the line Sears Kenmore Oasis washer and dryer 7-31-06 and paid cash $#1684.64. We have had...
I hope anyone who is sold heating or cooling equipment by Sears In-Home Home Improvement (SHIP) gets to read this before they purchase.
To make a long story short "Sears Screwed me". I purchased a new hot water heating system from Steve last month. I will say that I needed a new system because mine was not working. I paid in full $7, 000 when Steve had me sign the contract. He told me it would be installed on Wednesday and today was Monday. Fair enough.
It has been 3 weeks and I am still waiting for my heating system. I have called the Manager ( Brad ) and all he has been doing is blowing steam at me. My next stop is the Attorney Generals Office.
For the first, and maybe last time, I purchased an item from sears.com for pickup at the Cross County Sears on a Friday around noon and a couple hours later I received an email confirmation that my item is ready for pickup with my order #, etc. I called the store customer support to ask how long they hold items and told me three weeks. The next day I received a voicemail stating that my item is out of stock bla bla sorry for the inconvenience. I don't know what that tells you but to me that means they sold the item that I paid in full with my money or their system is #$%^ so why would I want to buy from them? When I purchased the item it clearly stated on the site the item was in stock plus I received the email confirmation the same day.
I called the store customer support and they told me the item will be in stock 8-10 days after I purchased the item. I then emailed Sears customer service to complain and the same day I received an email that they will contact the store coach. A couple days later I received a phone call that my item is ready for pick up, which was before the 8-10 days. Now whatever is going on Sears needs to work on their system because it's just not good business. I never had any problems ordering online from Best Buy or other stores but that is just my experience. The only reason I ordered from sears.com is because they had a great price on the item at the time which I can also get from other stores with a little patience.
Purchased this Maytag (atlantis) from Sears under false advertising. I thought I was purchasing an original Maytag. December 4, 2008 I had it serviced for the first time because the spin cycle and pump went out. The repair man told me that this was not a maytag and that these people who are selling them as an orignal have lied to the public. Maytags are two belt driven and will last for many years before any parts go out. These Atlantis's will only last 4 - 6 years and you need to purchase a washing machine again. These machines are not maytags. The store does not let you know that. They let you think you are purchasing an original. If I would have know this I would have kept my original 25 years old Maytag. I bought a new one because of color...Boy was I taken. Now I am $200.00 out for service and a machine that will break down in about 2 years. Has anyone looked into this yet. This is called Bait and Switch if I am correct. Whatever, I was taken for a ride and lied too. I am very disappointed in Sears.
Today (Monday 12-01-08) I visited the Sears Portrait Studio at Park Place Mall in Tucson, Az.
I arrived at 11:15 with my 2 grandchildren ages 2 and 4.
I did not have an appointment and asked if it was possible to get an appoiintment for today. The woman at the desk told me that although they had several appointments scheduled for the day, she could fit us in at 12:30. She then asked me to fill out an information sheet. So far, no problem.
I waited in the lobby with my grandchildren. 12:30 came and went and I was not called for my turn. Other people came in after 12:30 and were taken in before me, although I was told that I would be next on 2 separate occasions. At 1:30 I asked to speak to the manager and she then informed me that since I did not have an appointment, I would be taken care of when they had time. I told her that I had been given a 12:30 appointment and had already waited an hour past that. She told me there was nothing she could do for me.
I am appalled that I was told I would be fit into a time slot, only to wait for over 2 hours with two small children and then be told that because I was a "Walk-In" and did not have a pre-arranged appointment, they'd get to me when they could. Do you have any idea how hard it is to keep 2 small children entertained and in "Picture Perfect" form for over 2 hrs?
First of all...if they were booked and would not be able to fit me in they should have told me so, I would have been happy to make an appointment for another day.
Second...once I was told our photos would be taken at 12:30, I had an appointment.
Third...I was made to feel that as a "Walk-In" my business is really not as important as someone who pre-books.
I left this studio and walked straight down the mall to The Picture People. My intention was to make an appointment for another day. But guess what...they told me they could take us right then. So I spent my $200 picture budget with them and that is where I will take my business in the future.
In the past, I have had several very good experiences with this Sears Portrait Studio, but obviously customer service has taken a drastic downward turn.
Do yourself a favor and buy your appliances at yard sales before dealing with Sears! Purchased a new refrigerator on-line since the in-store service is no longer appealing but would have liked to have continued my 25 year relationship with the company. However, apparently "next day delivery" means different things to the consumer and Sears. Shopping online, purchasing online and scheduling delivery went smooth as could be. The only problem is that they didn't deliver. After sitting home all day waiting for the truck to arrive, the phone rings at the last minute of the "delivery window" only to say that they're not coming. Uh, really? Didn't need the call to know that. Best yet, they have no idea when the appliance will be available but will call back in 24-48 hours to try to reschedule. Tried to call Customer Service - what a JOKE! Spent 2 1/2 hours on the phone mostly on hold, being transferred around endlessly and actually hung up on TWICE! In two cases the "customer service representative" wouldn't even provide their name or employee number - and one of those was a "supervisor". Out of frustration I asked for a refund only to be told that Sears refund policy requires "7 to 8 business days" to process. How can they process debit transactions instantaneously but credits take a week? Sorry Sears, never, ever again...
I had just moved to a new state for college when I went to Sears to find a cheap new shirt to wear. Of course the cashier waved around the discounted price of the shirt if I signed up for the Sears Credit Card. Foolishly I was tempted and signed up. Though they needed my drivers license to process the application, the address of my license was still the one from my last college residence. Of course I had updated my new address with the post office. Yet I got my first statement in the mail a few days later than the first billing due date due to the rerouting of the mail. I called Sears to immediately pay my card over the phone and I was astounded to find my little $15 charge increased to $86, due to their enormous late charges. After much dispute with the rude customer service lady I was still forced to pay the $86 and I immediately canceled that card and haven't shopped at Sears since.
I ordered a vaccum part on line. Two hours later I found that the part was not needed. I called to cancel the...