We purchased a front load washer and dryer in 1999 from Sears, I've tried on phone to get help with...
I am so upset and disappointed with Sears. When we moved into our home, i bought all my appliances at Sears - stove, microwave, washer, dryer, and refrigerator. I also purchased the warranties for all the appliances. I make sure that service is done on all the appliances every year as is recommended. On January 9, 2007, my washer flooded and water went right through to the basement (which is all finished as a recreation room) and did damage to the ceiling. I called Sears to come and repair the machine. They scheduled someone to come in that week, who only looked at the machine but could not repair it. They made another appointment for the following week to come in and do the repairs. Up until this point i did not have a problem until i got the call that that appointment had to be cancelled and scheduled for the following week. It was coming to two weeks and my children were running out of clothes. I complained to them that this was an inconvenience and that i was going to have to take the clothes to a "wash and fold" laundromat and that they would have to pay for the laundry. I could not see myself at the laundromat with three children - that would be a nightmare for me. The supervisor came on the phone and told me that they could only pay $20 maximum for laundry and that i would have to do it myself, "wash and fold" was not an option. The machines at the local laundromat cost $4.50 for the large load, you can't do much laundry for $20. Sears does not care for its customers - they are only good to you when they are getting money from you. Has the supervisor tried to do laundry at the laundromat with three children? Does she even know how much it costs to do one load of laundry or does she just want me to wash my clothes and not dry them? I am through with Sears!
Bought a Sears Chainsaw sping of '06. Also purchased the extended service agreement (maintenance...
Sears Kenmore Elite Dryer Won't Run If Start Button Released. I too have seen this. as it has happened to me,sept 20th 2006. went through the appliance clinic (very helpful)through there guidance it was narrowed down to the switch or the heat control board. decided that with my luck it would be the $141.61 part(Tx+sh), as i was taking the back of the console off (I now know u can take just the side clips n screws out and flip the console up with out moving it away from the wall to work) I found service techs factory crib notes on repair and diagnosis, confirmed bad board, ordered and replaced, "i am a do it yourself god" wifes happy, life is good clothes are dry....the end...Well as u can tell by the posting date, they are not! Come on Guess whats happened....yep been just bout 75 days, called parts direct (Smears)site said 90 days warranty on parts and then in ( ) 30 days on home electronics, what kinda satisfaction guaranteed is that, so ok now i call the warranty dept, transfered to parts, trans back to warranty and the kid "chuck" will send out a tech next Wednesday (8 days)to replace the "DEFECTIVE" part, under warranty i ask...pause... NO....there is a (60 DAY) warranty on that part and its been 75+ ....Duhhh, Thanks but no, dont bother sending the tech, I is one. and i just figured out how bad (SMEARS)has gotten, guess i"ll have to go back to shopping/ordering my tools from Harbor Freight,....I'm a tool repair tech by trade, but this is ridiculous....found the board on e-bay cheaper than, most local supply houses in PHX, so hey (SMEARS) from all of us DIY's please take grasp of ear lobes n tug till u hear ur head pop out of ur....
I purchased 33 replacement windows in March 2004 for my 30 year old house. At the time my salesman Scott Doyle, assured me that 'Sears stands behind their products,' and that the reason I paid $18,808 for these windows was because they came with a 20 year 'anything' warranty. Parts, labor, installation, anything, and a lifetime parts warranty.
Since the windows have been installed, I have had Sears out here 3 times to fix seemingly minor problems- each time coming through as promised.
Fast forward to the K-Mart merger. Since that time, Sears has been impossible to deal with. I have 4 windows in my house that are leaking, have rain coming in from all sides, won't close or are simply broken.
Here are the facts as of today.
11/4/2006 Called and scheduled appointment.
11/28/2006 Two 18 year old kids came out, measured and took pictures. They were supposed to send a report to Sears.
12/11/2006 Called for status. Surprise! Sears no longer honors its warranty. Now I am responsible for all labor charges, and I MUST use their people. Rescheduled appointment for 1/10/2007.
1/10/2007 - Home all day- no show no call.
1/16/2007 Called for status. Got a deafening, uhhhh on the other line.
1/17/2007 Called and left message for Francena Williams at [protected]. She is supposed to be the manager of warranty relations for Sears.
1/18/2007 Left another message.
1/19/2007 Got phone call from Sears asking if they came out on the 10th, or 18th- not sure when they were supposed to be here. I told them no. Now they can't get back out here until early February.
I am disgusted by the fact that my house is getting destroyed every time it rains, I have a whistle in my living room every time it's windy- and I am heating the outside world because all four of these windows are leaking like a siv.
I don't think I will EVER by ANYTHING from Sears again. This is disgusting that for the amount of money, now that K-Mart bought Sears they won't honor any aspect of this.
I have no choice. I am going to sue, notify the district attorney and consumer board. We'll see what happens.
We purchased the washing machine/dryer set in Dec. 2000 and have had nothing but problems with the washer...
I keep getting calls all week from the same number [protected]. They don't say which company they are...
We purchased the Kenmore Elite HE3 washer with the extended warranty about 2 years ago at Sears. We use the sanitary cycle on many occassions when washing our dogs beds when this last time on 12/25 the water did not drain properly and water was all over our landry room floor.
I said to myself thank goodness for the warranty that we purchased through Sears!! I had called into their service dept. to schedule an appt. for a technician to come out and look at the washer, well they could not schedule me any sooner than Jan. 2nd!!! I said okay if that is the best you can do then we'll take that appt. on 12/28 (today) I called to see if Sears had any cancellations and the rep said that he did for today between 1-5, I left work and waited and waited until 3, no phone call from sears and no technician! I then called cust service but the woman (no named mentioned) would not transfer my call to a supervisor and insisted that there was nothing that they could do and that "they" had called me to inform. I informed her that I have caller id and a phone log and that no one had called me to inform me that they couldn't make it out today. Then she tells me that the next available date would be Jan 4th!!! I told her that was unacceptable but she insisted that there was nothing she could do. She just wanted me off the phone! I then called back and asked to speak to a supervisor and informed the rep. what had just happened and that is when i spoke to a supervisor and he again insisted that there was nothing that they could do? He said he could have cust. serv. contact me but no one has called yet. They're just trying to get me off the phone, they don't really care. I am in the service industry and would never treat a customer so poorly! This was my 1st appliance at sears and it will be my last! They customer service that I have just received is the absolute worst! Don't purchase your appliances or any warranties at sears! You won't get anywhere with their customer service. They just keep telling you that theirs nothing they can do! BS!
I bought a Kenmore Dryer 14 months ago from Sears. It stopped working last week, the drum turns but no heat. I read the manual for all the trouble shooting even went on several online sites to get information, still not working.
So even though I really feel that a dryer should not quit after 14 months, when I called Sears, I knew it was 3 months past warranty, so decided to make an appointment for Service.
I make the appointment for Thursday, December 28th and they encourage me to get their Service Agreement. I was not sure, so he told me if I decide to get the service agreement, just call before the end of the day on Tuesday, December 26th. I decided I should so I call to add it, before I give all the information to the person on the phone we get disconnected, call back get someone else, they charge the $180.00 on my debit card, then he says but your appointment was cancelled on Thursday, I said to him, I never cancelled the appointment, well it turns out the guy who I was disconnected from cancelled my appointment. Then I am told the best they can do is give me a different appointment for Wednesday, January 3rd, which I found ludacris, considering I did not cancel the appointment, did not give permission to cancel the appointment, plus made arrangements for someone to be at my house. Talked to the manager of that department, she instructed me that when you add a service agreement to an appointment, they have to cancel and re-book the appointment which is all well and good if they tell you BUT NO ONE EVER ONCE TOLD ME THAT, because I would have just forgot all about the service agreement, especially since my dryer cost $450.00 and then the extra service was $180.00, on a dryer that is only 14 months old. The manager of the department calls Sears Routing Department, to no avail.
Then after she can't help me, even after admitting that they were wrong to cancel my appointment,I call the customer care phone number, again talk to highest level they allow you to talk to again to no avail. All of the above took 2 hours out of my work day, by the time they keep switching you around.
Wednesday, I have another number to call spend another hour and a half having to repeat the story, repeat my address and phone number at least 15 times. Finally I get to the Customer Retention Department, speak to Julia, they do not give last names out. On Wednesday, December 27th, at 5:00pm. she listens to the whole story, puts me on hold, comes back on the phone and tells me I am back on the service schedule for Thursday. I was pretty shocked, and several times I said to her, "so you are assuring me 110% that a technician is coming to my house?" I told her I wanted this guarantee because my mother would be driving one hour to my house and one hour back and I did not want her doing that if Sears was not coming, she said she was absolutely certain that no matter what they would not cancel my appointment.
Thursday, December 28th, 2006:
2:30 pm. call Julia to make sure she still shows technician scheduled to come to my house. The first person I talk to tells me there is a problem and Julia is on the phone with the Routing Department and she will call me as soon as she is off the phone. Do not hear back from Julia, call again at 3 to be told she is at lunch till 4. Call again at 4, finally get her back on the phone, she said she did everything she possibly could have done, but somehow the routing department did not assign the ticket, it got lost in the shuffle until she called them, and the best thing they could do was send someone on Friday, December 29th. When you ask to speak to a manager, you are told they will call you back in 24 hours or that their managers do not speak to customers. I told her how disappointed I was in the service and why in the world would I have someone again wait at my house and then have to spend another hour on the phone when they don't show up again. I told her I want the Service Agreement credited to my debit account, this takes 72 hours for them to credit, so since Tuesday, December 26th, they have had $180.00 of my money and have offered me absolutely no service. Now I have made an appointment with a local appliance repair shop, called late this afternoon, and they are scheduled to come out tomorrow. I am not asking Sears for anything at all, I just wanted to vent and voice my opinion to everyone and anyone that Sears has absolutely not one ounce of customer service, even when they assure you something will happen, it does not and they do not care. I work at a large financial firm, and if I gave the kind of customer service Sears keeps giving, I would be out of a job within 5 minutes.
Also, please do not waste my time or anyone else's posting to this if you are a Sears employee or Technician. I do not care how many people do not work for the company anymore, I do not care how many other people you have scheduled for that day. I care about service, if I take over 5 hours out of my busy work week, spent on the phone dealing with the ineptitude of Sears Customer Service, and then take time off of work to wait for appointments that never come, I do not have sympathy for the way your time is spent since Sears does not care about my time or from reading all of these complaints any of my fellow complainers as well.
Not that it matters to Sears, but there I go another customer walking out the door, never to buy from Sears again, and word of mouth, especially in the age of the internet goes a long way.
We bought 7 appliances through Sears for 2 houses. The 1st washer broke so many times Sears spent over $4,000 fixing it. The repairman would laugh every time he came by.
Finally, after I renewed all the appliances with a 5 year warranty then Sears finally called and tried to get us to waive the washer off the warranty! LOL!
The 2nd range, a fridgeidaire gallery gas model has never worked properly in almost 5 years. I just found out from rapid resolution at Sears that the only way they replace an appliance is if you have 4 repairs WITH parts during the same calendar year. Because they have been "adjusting the stove" all these years therefore the repair visits never counted towards the lemon clause in our service agreement. FYI, the burner will be working fine then the flame just shuts off and the gas spews out while you not looking. A slight fire hazard.
So we are going to try and follow the repair guidelines and either get the stove fixed or get it replaced. After 5 years of failed repairs we are not too hopeful.
Lastly, calling Sears for repairs is downright scary. One day I was literally on the phone for 6 hours trying to order a part for the repair tech on the stove. The repair tech was not allowed to order the part. i had to do it. i had one guy about 4 hours into it that I was pretty irate with. he assured me that my complaints with Sears were unfounded and he could get the part ordered. After he was on the phone for an hour with me as he was calling other Sears depts., he ended up cussing out another Sears employee. I just had to say, "I told you so." He finally gave up and I had to start all over with another customer service rep. I got one who knew how to work the system after about 15 different tries...
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
Several months ago, I bought an expensive Sears Kenmore high efficiency washer for my wife and four kids. Since then, the washer has had catastrophic failure and every attempt to fix it has resulted in some excuse for more parts.
It is going on a month, and my wife, kids, and now sick daughter (with the FLU) are knee deep in laundry because my wife has to run to the Laundry mat while SEARS REFUSES to make this right. There is no indication that this will be fixed ANYTIME SOON. The repairman has even recommended that SEARS replace the washer because the parts cost more than a new one. WHAT??? He is due his fourth trip to our house this week...
A $1000.00 washer should not break under a parts warranty. Then, Customer service gives my wife a hard time about simply replacing this washer, or even paying for the labor to fix it, which is the only right thing to do after several failed promises and apologies. She has asked customer service, repeatedly, for some help. I have also explained several times to customer service the need to fix this, and their response has been to refuse as of 10:29 this morning to replace the washer. We just don't have $1000.00 to go out and buy another one at Christmas.
This is not customer service. Maybe an email or word of mouth to friends and family is in order. If I can help it, this won't happen to another family. $1,000 is a lot of money to us, especially when we were depending on the reputation of SEARS Kenmore.
SEARS won't make this right. I will never buy from them again and ask everyone I know to do the same.
About 1 1/2 years ago, I bought a central air conditioning unit from sears. I decided to go with sears because of their "commitment". "sign a satisfaction certificate - we are not finished until you're pleased as can be." "relax you've chosen sears: we're the nations largest provider of home improvements, now the rest is easy."
The job I received for over $7, 000 was sub-standard. The ducts were run into wood bays which produces black mold, the system never cooled the house, one of the large ducts was run across the staircase and now is a safety hazard as people have to duck to go upstairs.
I have been complaining to sears for 2 seasons now. They ignore me, until I make a pest of myself. Their project manager came out and admitted it was a horrible job, but I didn't like the alternative he had to offer me (Which was to re-position the unit so that the duct ran through my living room and dining room without fixing the old holes or making a soffet around the duct), so I asked for my money back. They refused to return my home to the original state if they took out the unit, so I just asked for my money back and to leave the system and I would take care of it. They never got back to me.
I had to pay $2300 to an outside contractor to fix the work they did to finally get the system working. They stated that the system was undersized and not put in correctly. They did get it to work.
I filed with the bbb and initially got a call from their legal department. Sent them all my information (And I have lots), yet don't hear back from them in weeks.
We had two sump pumps die on us in February. We went to the Sears store with them, they had a lifetime warranty, the store said we had to take them to the repair center. We took them to the repair center and they said they do not touch sump pumps they have to be replaced. We then called Sears and they said they had to send out a tech to check them. After two rescheduling, a tech rep came and said they both had to be replaced. The next day Sears called and gave us a replacement number for one of the pumps. I said there were two pumps they said they knew nothing about the 2nd pump. After many phone calls and faxing a copy of the box that said lifetime warranty, they said they would send the tech out again (why I don't know he already said it could not be fixed) Well he was suppose to come a couple weeks ago but the night before they called that they had to reschedule. Well today was the day, I stayed home all day waiting for the tech, well he never showed up. I called Sears and they said he called here at 12:17 and whoever answered the phone said they knew nothing about it. Well, duh, don't you think he would have realized he called the wrong number. I didn't even go outside to get the mail all day. So they have to reschedule it for next Friday. I am sick and tired of waiting for Sears and I will not buy another thing in that store. Do not buy anything that may have to be serviced.
I purchased a Kenmore Refrigerator at the Sears Store at Chesterfield Town Center in Richmond, Va on 11-20-06. It was delivered on on 11-24-06. After the men set it up to work it never got cold in temperature. When Sears sent a man out to look at it the next evening, he said it was a bad refrigerator and it needed to be replaced. When we went to the store that same evening to purchase another one we were told we had to wait until 11-30-06 to get it. We asked if we could get it sooner, we have no way to keep our food. All our food had to be thrown out. We got no satisfaction from the store help. The product was paid for in full. We owe Sears nothing. The help in your store was no help to me at all. We were subjected to a disservice and I think we should be compensated for the loss of our food and we should not have to wait until 11-30-06 to get our product. I am seriously considering seeking the help of an attorney and reporting your store to WWBT Channel 12 here in Richmond, Va. I look forward to hearing from your corporate office. I can also be reached by phone which I prefer at [protected] and at 1607 Westover Hills Blvd., Richmond, VA 23225.
I have been without a washing machine for 64 days and counting! A & E Factory Service, a company owned by...
My fiance and I were in Sears Store at a local mall and when she wrote a check for her tools that she is needing in automotive class, it was declined. She and I both know that her money was in the bank because she deposited it into her bank that day. The money was from her grant that she had recieved to go to school and Sears refused her check. They said that her check was denied and didn't know why.
I ordered a part back from Sears for their Kenmore vacuum cleaner. This was in July of 2006, since then I have not received the part. All I get on my order form is... product on back order until such and such a date. On that date another, "Product on back order until such and such a date." Well this has gone on since JULY!! I have called the parts service and gotten rude replies. I tried to talk to the manager of my local Sears and got no where. Is there ANYONE I can get a hold of to resolve this matter?
Vision services provided by "Sears Optical" at 1300 Southlake Mall, Morrow GA [protected]
At the end of August 2017, I purchased no line trifocals from Sears Optical at Southlake. The glasses, with discount, cost $215.00 and from the first time I put them on, I wasn't sure if they were right. The distance seemed off and the reading was blurry.... She told me to try them for the day and "get used to them" that my eyes needed to adjust to the new prescription.
Since that time, I have attempted to contact Sears Optical at Southlake a multitude of times. The doctors number on his business card is a recording... it gives you two numbers... one number has a recording on it that states that your call will be returned within 60 minutes... the other is actually answered.
When I finally got through to someone there (Sharon) on 10/19/06 she stated that the doctor had resigned. I explained to her that was not my problem and she said "well we don't have anybody to do re-checks" I stated again, that this was not my problem. She told me she would call me back on 10/20 to see about my coming in over the weekend- that the doctor was going to come in for a few people to do re-checks. I did not get a call back.
On 10/23 when I called, I again got Sharon who answered the phone asking "do you want to make an appointment for an eye exam today?" I said no, and told her who I was... she then stated that "she was just about to call me" and that the doctor would see me- did I know where "Eagles Landing was?" I said no I didn't and she then said "well you know, the doctor is independant" and I said "I made my payment to "Sears" and therefore Sears was responsible.... I then asked for the name of the manager there. She said the manager was Sheila Dawson and that Sheila would not be in until tomorrow. In the meantime, I get a flyer in the mail stating that the Sears Optical at Southlake is having a sale!
In the interim, I have glasses I cannot wear and every time I call there I get the run round.
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
I slipped on a wet floor, this was observed by a male clerk that was present at a service desk. At the time of the slip there were no wet floor markings. The initial shock of the fall other than pain in my elbow and forearm was a little disorientating as to what I should do other than being very embarrassed and feeling very uncomfortable, I looked for assistance and the clerk ignored me, and was more interested in seeking to place signs where I had slipped. After searching/seeking assistance I returned to the service desk, where there was present the same male clerk and now a female. The male clerk would neither take my name or make a note of the incident, and expressed no interest in my issue or the extent of my injuries, the female was extremely rude and was more interested in pointing out the languages that were observed on the wet floor signs. Eventually the female took my name and address. I left the store and sought medical assistance. I was seen at the local Emergency Dept, had x rays taken, prescribed pain killers.
I woke up the next day with extreme pain in my right back, however that is not the cause of my complaint and the extent of that is a separate issue. I phoned the next day to request that the store acknowledge and pay for the medical costs, to which the female who responded, basically laughed at me and told me to contact the store attorney. I phoned again a little later and spoke to someone who identified himself as Chuck, he after a series of admonishments on how to observe floor and store safety, stated that I had no witnesses and therefore I cannot have any claim, nor will the store acknowledge any incident.
What I do want to reiterate to ALL CONSUMERS is I believe there is an effective policy of all stores to make it very difficult to make a claim of any kind, CONSUME BUT DO NOT COMPLAIN, I would additional advise that if you do go into a store, particularly this SEARS store in Manitowoc, WI , you go in accompanied and not alone. Especially if you are of a different ethnicity.
I would like to see the video surveillance tape of time index 6.45 - 6.55 PM 101806 of the area in question, just to prove my case, which I am sure will quite conveniently disappear. However I did keep a tape recording of
1: Talking to the store clerk and their admitting that an incident occurred.
2. The two responses made by the clerk operating at the stores.
I do enclose a copy of my talking to the store clerks so that other people if this is made publicly available, will see how bad things are for people who genuinely slip and fall.
If there is interest in hearing the humiliating laugh, and the other call to the store you are more than welcome to request it.
On the 18th October 2006 at approximately 6.45pm, at the Sears Store at 700 E MAGNOLIA UNIT 220, MANITOWOC, WI 54220. [protected]
We bought our Hitachi 50" 50V525 model Tv from sears canada and it was delivered in September 2005. As we were moving into our new home ( not until October 2005) the Tv sat until then.
It worked fine until July2006 when it started to act up. Picture would just go off and screen would turn blue.
We called sears before the year warranty period was up and also purchased at an additional $250.00 an extended warranty.
We have had a sears service man here 3 times to fix the machine but to no avail. Now he says it needs a circuit board and light engine. We have been without the Tv since mid september and sears advised they could not get the part until mid December 2006. Another 2 months waitng.
Hitachi are absolutly useless as they advise they have a "special" arrangement with Sears and I would have to deal with them. part has to come from offshore.sears would not do anything for us either and we just spent over $12,000. on new appliances with them.
You call this service????
Anyone else out there experiencing this kind of treatment??
Oh well what can we expect these days.