The only Gold from this piece if crap is the gold that Sears got when it was purchased. I bought a used car...
Upon returning from a week long vacation we discovered our new 6 month old Sears Trio refrigerator stopped working. The freezer section was fine. Everything in the refrigerator section had to be discarded. We called Sears, [protected] (July 15, 2006) for service as the product was under warranty. We were told they could have someone there on Tuesday - July 18th, 4 DAYS LATER! This infuriated me, it's the middle of summer, and we have no refrigerator for 4 days. The service technician arrives 4 days after our initial call only to tell us we need a new motor, which he doesn't have and he'd have to place an order for the part. I asked him if he has dealt with this problem before and he tells me yes, it is common with this particular model refrigerator and Sears has since replaced the newer models with the motor he has to order. (MY BLOOD PRESSURE IS RISING!) I email my complaint to Sears that night (7/18/2006) via their web site. "If a consumer has to wait 4 days to have service on a refrigerator and Sears is aware of the service problem, why wouldn't they send a service technician with all the possible parts that could repair the consumer’s problem? Especially a problem that Sears knows is common with that particular model refrigerator” I requested a phone call response to my email. Instead Sears sends me an email response the following day, thanking me for my suggestion. I phoned the customer service department to complain again on Wednesday 7/19/2006. Response: “We understand your frustration and our records indicate the part required to repair your refrigerator is being shipped today (Wednesday). When you receive the part call the service hotline to schedule a repair.” (BLOOD PRESSURE RISING HIGHER) The next day the part arrives and I call to schedule a repair. They will be able to send someone on Saturday - 7/22/2006, between 8 am and 12 PM. (We have been without a refrigerator for 1 week now). Saturday morning I get a call saying the service technician had an emergency and they need to reschedule service on our refrigerator. The first available date they can come out is Wednesday, July 26th! I lost it and said a few nasty words to the phone representative, which I regretted at the time. I asked her to connect me to her supervisor and she responded “I don’t have a supervisor.” I asked whom she got her orders from and she responds “from the computer.” Again she says "our first available date for service would be Wednesday, July 26th, is that good for you?”. My response: “NO I demand service today and explain that we've been without a refrigerator for a week.” Again I ask to speak to her supervisor and again her response was: “I don’t have a supervisor”. Then I ask to speak to the person who told her to call me. Response: “I get that information from the computer”. Okay then I say, let me speak to the person who gives you your paycheck, or do you get that from a computer to?” Her response: “As a matter of fact I do get my paycheck from the computer. Would you like me to schedule you for a repair on Wednesday, July 26th? I respond: “NO” and slam the phone down. (I don’t regret the expletives I said to her initially) I immediately call Sears home repair 800 #, and ask the representative to connect me to her supervisor because I know she won't be able to help me. She responds that “supervisors are hard to find on weekends” but she'll connect me to that department. After a few attempts she connects us to another department. We waited for one whole hour for someone to answer our call, listening to a recorded message saying "thank you for your patience; someone will be with you shortly". After one hour of listening to this recorded message we were disconnected. We never spoke to anyone. We then decided to call the Sears store where we purchased the refrigerator. The salesperson listened to our complaint and assured us he would have a customer service representative contact us immediately. Someone returned our call within approximately 10 minutes and said they would change the service date to Monday, July 24th! It is the best they could do. I'm so frustrated at this moment I feel I have the strength to haul this refrigerator on my back and carry it back to the Sears store. Instead I came to my senses and found this site to vent. We could have called a local appliance repair person a week ago and had the refrigerator serviced and running but why should we pay someone else? You can bet we won't be purchasing an extended warranty contract from Sears once the warranty runs out. In fact I will never purchase another product from Sears every again! Thanks for allowing me to lower my blood pressure by posting my complaint. MG.
Sears company---hard to find which corporate headquarters is relevant and their phone number In June/July...
In April, a charge was put on my credit card that was not mine I was told to "remove it" and pay only the...
I am an attorney who represents a Maria Sealy who has for several months tried to clear up an Sears Home Improvement debt charge off that is apparently now carried by Citicards, in Kansas City. Despite repeated phone calls and letters both from her and from me we have gotten no response.
How can we get a HUMAN BEING to respond to clear this matter up. It is SERIOUSLY affecting her credit.
I had a new central air conditioning unit installed by Sears in my home in June of 2002. For some reason, it shut off. I was thinking maybe the condenser pan was full of water. (it happened a couple of years ago) This time however, it was 100 degrees here in Washington with a heat index of 105. I called Sears on Saturday, July 15 and was told to call back on Monday July 16 and someone would call me a let me know when a technician would be coming out. First of all, it's really unusual that you all don't have 24 hour emergency service. The water company, gas, electric and local telephone companies all have this service. Heating and air is vital for survival for some human beings like my mother who is a senior citizen, diabetic and high blood pressure among other illnesses for which she takes medication.
By 10:00 am, I had not heard anything from Sears, so I called them, the person who answered the transfered call, told me that someone would definitely be back in touch with me that day. I had to stay in a hotel, because the thermostat on my a/c unit had gone past the 90 degree mark. It was truly unbearable. I got no call on Tuesday and I called again this morning (Wednesday, July 19) only to be told the same thing. As soon as they locate a contractor technician for my area, they would call TO SET UP a time as to when they could come out. Still just waiting for someone to even call and THEN have to actually wait for them to come out, which could be another 3 days or so. I had to drive my mother to her sisters house in Maryland, so she wouldn't be in the heat. There was not enough room for me, so I stayed at a hotel and left from there to go to work. I truly know that summer is the peak season for air conditioning repairs, etc., but not even get a call back since Saturday? HAVEN'T FOUND A TECHNICIAN YET? This system cost me $9,700 and now I can't get anyone to even call me back let alone show up to help me. I still have part of the free 5 year service maintenance left, so maybe that's why. It's free.
The lady I talked with this morning told me that I could have someone else repair it and as long as they were licensed, they would reimburse me. She said she would email me a letter stating all of the criteria, and that I would received it by noon today. Well, it is now 4pm and I haven't even gotten that yet. When get they invoice from the technician that will repair my system, I am just going to fax it over and I full expect to get reimbursed, despite the fact that I was told that the estimate would have to be approved. Why would it have to be approved by a Sears technician? The lady I talked with said to make sure it isn't some far fetched figure. What it costs to get fixed, is what it costs to get fixed. How can Sears not approve something when they don't even know what is even wrong with the a/c? Even new cars, still with the paper tags on them cut off, so just because my unit is only 4 years old doesn't mean something major won't happen to it. So nothing is far fetched, as long as it's a legitamite estimate and receipt. This is really getting out of hand. I guess they haven't been without air for 5 days with the temperature in the high 90's and 100 degrees. No one should have to wait 5 days for a simple phone call.
I also fully expect to have another year added to my service maintenance, since no one has shown up. I should not have to loose a year due to your poor service.
When I start shopping around for a company to set up a service contract with, you can believe me, it won't be Sears. Now I wish I had never purchased my air conditioning unit from you. You have my money and now I get no service.
In November 2003 we purchased a Kenmore Elite Dishwasher Model #16473. Within the year we noticed that the...
I had purchased a dress from sears catalogue for my sister's wedding. the dress was origionally...
In May of 2006 I decided to have a new AC and Heater put into my home which I had just purchased. I swallowed the over inflated Sears Price because I thought that I was purchasing peace of mind as well! The total bill $5,652.32. Trust me the zero percent financing isn't worth the hassle!
The mess started after I had signed the dotted line. I had to wait and wait before anyone would call me back to install the equipment. Then when they did call they called the house after specific instructions to call my cell phone. Then after getting the message I could only call their central new jersey office between 9-5. And no one ever answers the phone. You just leave voicemail after voicemail.
Then came the inspection for the work done to the house. The township was backed up and I had to wait a month before I could get an inspection. I called and told sears this. I started received delinquency notices that I was being fined. I called every day for two weeks hoping to get a hold of someone, but nothing. And the main Sears number which they supplied on the failure notices couldn't help me in anyway because I live in NJ. After repeated calls to the customer service number which couldn't handle my account because I live in the state of New Jersey I finally got a hold of someone.
I will never purchase from Sears AGAIN. For anyone who is having difficulty with reaching anyone regarding work done by Sears in the State of New Jersey...this number is gold [protected] you want to speak to Tom Haggee (who hates his job and his life). He is a project manager for Sears work done in the good old state of NJ.
I am posting this because this has coasted me many headaches and I want to relieve the trouble for anyone else!
I purchased a Sears refrigerator as a wedding present for my son 4 years ago. Now at the end of the warranty period (compressor has a 5 yr warranty on this model), it went out. Called and was given a repair date 2-1/2 weeks out but was left with no choice since it was a warranty item. They have a newborn and a 2 year old - Sears didn't care anything about circumstances and they were given a Sept 9 date. At 4:30 on that date, today, they were called to say repair would be rescheduled to September 25. I called the Customer Service line and people listen but do not seem to care. We were told to call on Monday and see when they could come. I will never purchase anything from Sears again nor will I frequent their stores. I am fed up
I called Sears about windows, they sent a guy out and I ask him how much for 17 widows to be replaced. The...
Today I found a tool set on the Sear.com website. Shortly after 10:00 I phoned the local store to see if they had this tool set in stock at the store so I could shop locally. My first complaint is that the automated phone system is NOT user friendly! My second complaint is that when I specified which department I wanted, it rang... and rang...and rang... (you get the idea)...NO ONE answered and it put me back to the automated system to start over again! AAAARRGG! I tried dialing a direct phone number to the department I wanted...and you guessed it, same thing, no answer, blah, blah, blah. I finally go an operator at one point who transferred me and THE SAME RESULT!! So I called another non-related department who hand carried a cordless phone to the tool department. I finally found out that, no, they didn't have the tool set I wanted in the store, but I could order it online. Shees! One simple question turned into a half hour of my time wasted. Customer service at Sears (at least in Salem, Oregon) leaves something to be desired!!
My husband and I purchased a deep freezer from the on line Sears Store in March 2006. On the morning of June 23, my husband went out and noticed there was water on the garage floor coming from underneath the deep freezer. When he opened it up, he discovered that not only was the food not frozen, but it was rotten. Apparently the deep freezer had not been operational for at least a day, but we had no way of knowing it because the power light was still on.
I call Sears Service on June 24 in the morning, and the nightmare began. They first told me that it would cost me $59 for a service call. I corrected them on that because ti says in the manual for the deep freezer that it is under manufacturer warranty for one year with no service fee. The supervisor ( yes it had escalated to one at this point because I was not happy with the first agent I had spoken to. ) The supervisor prompted to tell me that someone would be out Wednesday. I advised him that it would have to be Thursday because I was already off that day and could not take Wednesday off. He told me that I had no choice that it would be Wednesday because of where I lived and that I would have to live with it. Trying to remain calm, I told him point blank that was nothing more than discrimination because of where I lived ( I live in a small town south of Wichita, Kansas) and that Sears did not have a problem delivering it a convenient time for me , so I didn't see why this was such an issue. We went back and forth and the conversation ending by the supervisor ( his name was Lawrence) stating that he would see what he could do and would call me on Monday, and that if he could not get any other day we would get it scheduled for the following Friday.
No call came on Monday, so I called on Tuesday June 27Th, and the real nightmare began. After 3 phone calls and a wasted lunch break, much to my surprise, there was a service call scheduled for the following day. I tried getting it changed to another day, but they refused, saying it had to be that day.
Fortunately, my husband was able to get off work. But this in itself was an inconvenience to his employer, because they were under mandatory overtime and really could not afford to lose him for an entire day. Not only that, but Sears stoutly refused to give me anything but a window of 9am to 5pm. I again told them that this was unacceptable. They were inconveniencing us and my husband's employer, and that the least they could do was to give me a smaller time span. After going back and forth with this , ( yet again another wasted lunch break) they finally told me that we were third on the list, and that he would be there about noon.
The repairman arrived and quickly discovered the problem. A connector linking wires to the thermostat had disengaged. He went on to say that it was in fact faulty workmanship that was at issue because it was not put together properly at the factory. The repair man also attempted to make a claim for the food that was lost. Sears promptly denied that. My husband called me and told me that it was repaired, and that the claim had been denied. At this point, I had had it with them. I called the service number yet again and asked to speak to a supervisor. Four phone calls later, I still had not spoken to a supervisor. I was told :
1) that there was no supervisor
2) that they were in a meeting
3) that they did not have supervisors in that department
4) I stayed on hold for so long that I got a recording telling me to hang up because my transfer would not go through.
Needles to say, I was irate and angry at this point. I called the Executive Offices of Sears, and the nightmare got worse. I was told that a claim could not be made for the loss because it had to be made under the extended warranty. I explained to her that was not possible to do because the deep freezer was still under manufacturer warranty and that I had been advised that the extended warranty was not applicable until one year had passed from the purchase date. All I wanted was compensation for the food that we lost. Through a lengthy, aggravating conversation, I explained that I had been:
- lied to
- given absolutely nothing but the run around
- inconvenienced in more ways that I could count ( this including the fact that I had to go to the store every day for portions of that nights dinner because I no longer had the space to store frozen food for 2 adults, 2 teenagers and an 11 yr old)
- my husband lost time from work, and had to use the last of his vacation time
Sears offered nothing more that what amounts to a slap in the face. A $20 gift card.. Yes, a $20 gift card, which by the way, I was advised, I would have to use at the store in Wichita because it was not usable on line. I firmly advised the representative, that she could keep her gift card because I, my family, nor my extended circle of friends, had any inclination to set foot in a Sears store again.
Someone from Sears contacted my husband the week of July of 3rd, with nothing more than an attempt to keep our business. At point, she explained that claims of this nature had to be made against the manufacturer.
I returned from a week long business trip on July 9Th. I attempted to do a web search to do just what she suggested, contact the manufacturer. Every contact source leads right back to Sears, and quite frankly I'd rather not repeat the nightmare all over again.
All I'm asking for is compensation for the food that was lost. $300.. that's all.. $300.
But you would have thought that the amount was the yearly operating budget for this company based on their reaction. And that is just not right.
I purchased through your Sears catalogue, picked up the item, paid for it, then proceded to try it on. Upon neither of the two items purchased fitting, I then returned them to the counter, same day, didn't even leave the store. Upon being reimbursed the sales clerk informed me that there was a $2.00 handling charge. However, prior to paying for the item I was asked if I would like to get a Sears card, and have $10.00 off the purchase, and then was informed that if I had a Sears card that I would not have to pay for the handling charge. Also, if I had a Sears card, I could have the purchases sent to Lorraine Ave Depot, where I could walk from my home and pick it up. I had a Sears card for years, so therefore, I never knew about these things, I find it very discriminatory, that I would be forced to have a Sears card in order to have purchases sent closer to my home, and also not to have to pay for handling charges, isn't it the same amount of work to put packages together and load them onto a truck whether or not it is on a Sears account or not? I feel that you are forcing people to have an account with Sears in order to be served to their best interest, and also that my cash money isn't good enough. Also, I find it odd that your department won't put stuff back onto your debit card when returning a purchase, and I had to take the refund back in cash, good thing it wasn't a $5,000.00 dollar purchase! I am very upset over this whole situation, so much so, that I will probably never purchase anything from your department again. Also, I will recommend to my family and friends, and co-workers that they do the same, unless they want to continue having a Sears account or wish to purchase one.
Kitchener ON N2B 2N2
On 05-19-06, Ii purchased a Craftsman LT100 riding lawnmower. I used the mower twice w/o incident. On the...