Sears’s earns a 2.3-star rating from 5 reviews and 2953 complaints, showing that the majority of shoppers are somewhat dissatisfied with their purchases.
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no such thing as sears customer service
Sears company---hard to find which corporate headquarters is relevant and their phone number
In June/July 2005 I purchased 4 sears appliances (built a new home). I have had several problems. I will list them below, in the order they occurred.
1. From a Sears retail store in Oneonta, NY I purchased a ceramic glass topped range, a side/side refrigerator and a dishwasher. The side/side refrigerator arrived and when it was unpacked and ready to be installed, the builder pointed out a squashed dent on the bottom of the refrigerator. He would not install it. I fought over the phone as did my husband with the store from whom we bought the refrigerator; he not only insulted us and was very demeaning and sarcastic but refused to replace it. After many insults and about 2 months, the store management finally replaced the refrigerator. In the meantime, I had to buy another refrigerator to use while waiting for the replacement.
2. Fall 2005, my brand new dishwasher (Model 665.[protected]) stopped working and the touch pad display was frozen at the clean light.. A repairman came out. He did not fix it, but sent another repair man. He came out and checked all the moving parts and removed the lower wash arm assembly and put it back together. He fixed the touch pad and left. (Nov-Dec 2005) I then ran the dishwasher. He had neglected to completely tighten the plastic bolt on the wash arm assembly. As a result, the gray, hard plastic disk that supports the lower wash arm became loose and rested on the heating element at the bottom of the dishwasher and melted. I then ordered the wash arm assembly (8268311) to replace it, thinking it was better to eat the cost of replacing the melted part than to garner another service charge to have them deny they left the part loose and having caused the problem. The part came (end of Dec), but only the washer arm was included and the hard gray plastic disk part I needed was not included. The box was labeled box 1 of 1. The box is too narrow to fit . The diagram in the parts manual has the number 1 (denoting the wash arm assembly) pointing to the arm ONLY. I did not return the part because the dishwasher appeared to be functioning fine with the melted plastic disk. Then, since May, my dishes, though they have been cleaned with the same brand of dishwasher detergent and rinse aid, started having a rainbow oil type residue on them. I decided I better replace the melted disk because perhaps it was protecting the dishes from mechanical lubrication or something. That is when the problems really started.
--THE RUNAROUND Last week or the beginning of this week, I called parts 2 x. They agreed that the part was not listed but COULD NOT REFER ME TO ANYONE WHO COULD FIND THE PART. Instead they referred me to service. Service told me they couldn't help without sending out a service tech. The service tech called before coming today and when I explained my dilemma, said it would be a waste for him to come because he could not credit me for the part(s) and the part I supposedly needed was 8268340 , a spray arm seal. I called back parts. They said that the 8268340 part was a gasket, not a large hard gray plastic disk. They referred me to Customer relations. Customer relations said I could not have a refund because my part was over 90 days . I yelled a lot because no one in Customer relations or earlier in parts would let me speak to a supervisor in order to (1) get the part I had originally wanted (2) address the problem with the refund of the dishwasher arm (3) GET THE PHONE NUMBER OF THE PARTS PLACE THAT SENDS OUT THE PARTS. I then calmed myself down and called customer service again. This time I was referred to a person who said they would request that the part I needed that was not labeled or numbered in the parts booklet to be researched. They are supposed to call me back on Monday about finding the hard gray plastic disk that supports the dishwasher arm. Progress.
For the refund/exchange of the part they connected me to someone else in "National customer service". The person who answered requested that I call back on the [protected] number and to ask the customer service person to request Unit 8244. The first time I did that I got a very fast busy signal. The second time I called, the line just rang and rang for at least 10 minutes. I gave up the call and tried to look for the corporate offices e-mail or phone number on the sears.com site as I had been advised by one of the customer relations operators. When I tried the link to corporate links on the Sears.com site, it would not work and said the site was temporarily unavailable.
I am upset with the lack of knowledge or stonewalling that one receives when calling with a problem. I am uspet that the company has you behind the 8 ball with respect to the cost of warranty/service contracts as opposed to going without and cost of service calls (one can't win -- either way satisfaction has been hard to come by $$$---in my instance, my part would not be considered as eligible under service contract, as one of the people from Sears informed me).
I am very angry at this company and the way it conducts business; I feel bad for the people who have to deal with the public.
This is what I want:
Refund and/or exchange the part I received (lower washer arm only - # 8268311) for the gray hard plastic disk that supports the lower washer arm (part number unknown). DISHWASHER MODEL # 665.[protected]
Thank You,
Judy
The complaint has been investigated and resolved to the customer's satisfaction.
I have come across your post and wanted to reach out. I first want to apologize for the negative customer service experience you’ve had, from what I have read it is completely understandable why this would be upsetting. My name is Stephanie and I am with the Sears Social Media Escalations team. My team handles internet related complaints as well as complaints that come to the executive branch and we would like to help in getting you assistance with the scheduling of your repair. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name boycottsears# for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
We are sorry to hear about the problems that you are experiencing getting credit for your refrigerator and oven. We can only imagine the frustration this has caused you and your family. It is equally important to address the issues with delivery not being covered on multiple additional items. These issues have clearly not been addressed for you and we would appreciate the opportunity to assist you.
My name is Susan and I work for the Social Media Support Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving further issues. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Bill Neiman) in the email so we can reference to your case.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
charge on my credit card
In April, a charge was put on my credit card that was not mine I was told to "remove it" and pay only the balance since it would be "put in dispute" and removed before my next billing.
I have received finance charges ever since I did the above, and was told (6) different reasons by (6) different people, including supervisors... each telling my the one prior gave me incorrect information!
I wrote the dispute department at Sears, and am getting the runaround...but still receiving finance charges I did not incur. What a bunch of untrained, rude, uncaring people. I am told because of their "screw-up" I was put into a revolving charge account, with daily interest added... DUH! Then... why don't they fix it?
Any advice or help you can give me before I see my attorney would be greatly appreciated.
Thank You,
Myrna
Painesville, Ohio 449077
fraud victim. please remove me from account asap..i did not ask for sears gold master card nor do i want it. i did not authorize any charges to this account. rich lieuallen
My husband and I have Sears Mastercard for years, one in his name and other in mine. Have dealt with Sears stores for years also.
My husband passed away Feb 1, 2013. I called them and told them about his passing..they immediately cancelled the card plus the 17, 000 reward points which one is eligible for gift card. My husband never used the card..All purchases and bills payed were strictly made by me. I have other charge cards I could have used, but chose Sears. I (not my husband) had redeemed the rewards in the past and received a gift card for purchases at Sears or Kmart...after talking to 3-4 different people, all I got was I'm sorry over and over again...If I hadn't been honest about telling them of his passing I could have requested the rewards card.
All information password, etc was set up initially by me..I have used this card many many times and have never been late on a payment! They never even offered me a card...Being a woman and a wife I feel this is definite discrimination..I earned the rewards and should receive same..I'm in a depression over losing my husband and they certainly made it worst..All I could hear from them was your husband was the 'primary' holder, but THEY GAVE ME A CARD ALSO, and the treatment should have been equal! I not about to give up on this unfair treatment! D. Kiddell
Sears Customer and Billing management departments have become completely fragmented to the point that any information or misinformation a Sears Credit Card has noted to be incorrect or possibly, simply fraudulent. I have been billed on my Sears Gold Mastercard for items simply identified by quantity or a department I have never purchased an item from. I have since sent letters to the Credit Services of Citibank, Sears Customer Service and now will engage Citibank's administrative officers who, after all, are the source of the lack of responsibility that their employees display. As of this day, 8/23/2012, I declare Sears and Citibank guilty of deliberate carelessness, and negligent service toward their customers. The many complaints noted against these companys have been ignored, and no action ever taken to correct.
Please be advised that I would like to have my Gold Sears Citibank Mastercard cancelled immediately. Since the new law will allow you to charge me for any inactivity on my card, and I do not use my card, I need for this card to be hereby cancelled as of this date.
Thank you. Barbara C Kaplan
It expires on 06/10 anyway and I DO NOT want a new card. Thank you.
All credit cards are like this.I had a disputed charge on my Capital One card over 5 yrs. ago.Something I did NOT order & did NOT recieve.Thay too, said don't pay this until its resolved.I paid everything BUT, because I pay my bill completely every month & they continued to charge me interest on what THEY said I shouldn't pay.I finally just paid for it and then cut up my Capital One card and never charged on theirs again, BUT that incident, where I was just paying the interest is on my credit report...even tho it was not my charge to begin with.It will stay on my report for 7 years too.Good thing I don't want to borrow any money or it would be a black mark for me.I was on the phone...HOURS, plus I wrote several letters to Capital one, and all the time I was put on hold..was ridiculous.No on has any Customer service anymore!
Sears Master card (Citigroup) has a reputation for bullying consumers and putting false and erroneous charges on credit cards. They pay no attention to the regs and rules as put forth by the FTC and others. I have been fighting them for over three years now and am in the process of sueing them for more violations than I have time to write about. If anyone else has had problems of this nature with Sears Master Card or Citigroup (Citibank), please post here so that I can give the info to my lawyers.
I called an advertisement for peticure on TV and got a recording and was given a request for their product at a certain price I then gave them my sears mastercard information after that the recording went on to say I needed more products I was unable to talk to a real person to explain that I did not want all they were selling and to cancel my order so I called my sears gold master card customer service and told them I did not want the pedicure product to refuse the charge. When the Product was delivered I refused it. I was charged for the product anyway. I was unable to cancel the order and should have no charges for this product
this is suaana escher. i wanted to be assured that my complaint was sent to whomever contacts the mentioned companies. SEARS AND CITI CREDIT CARDS SERVICES. IT IS IMPORTANT TO ME THAT I AM INFORMED OF THE STEPS TAKEN TO RESOLVE THIS MATTER AND HARRASING CALLS. I DESERVE AND WANT A RESONSE ANS ANSWERS AS TO "WHY?".
THE SEARS COMPANY AND CITI CREDIT SERVICES IS THE REASON FOR THIS E-MAIL TODAY. I UNDERSTAND THAT THEY ARE THE ONLY WAY TO ACCESS, PAY OR ASK A QUESTION REGARDING MY CONCERNS, ABOUT MY CREDIT CARD ACCOUNT WITH SEARS COMPANY.. AND ANY OTHER INQUIRES THAT I NEED TO KNOW AS A SATISFIED CUSTOMER WITH A GREAT COMPANY LIKE" SEARS."I HAVE DOCUMENTATION OF A MOST UPSETTING EXPERIENCE THAT OCCURRED WITH THE MANAGERS IN VARIOUS OFFICES IN THE CUSTOMER SERVICE RELATIONS FIELD, THEY ARE TRANSFERRED BY A REPRESENTATIVE THAT CANNOT OR DOES NOT KNOW THE INFO. I AM ASKING. EACH ONE WAS UNBELIEVABLY UNPROFESSIONAL AND DOES NOT REPRESENT CITI OR SEARS IN A HIGH REGARD THAT I KNOW SEARS OR CITI WOULD DEMAND OF THEIR WELL KNOWN REPUTATION FOR EXCELLENCE IN ALL AREAS, ESCPECIALLY THE CUSTOMER. WITHOUT THE CUSTOMERS SEARS WOULD NOT BE A LONG TIME, TRUSTED STORE THAT MILLIONS OF PEOPLPLE LIKE ME LOVE. UNFORTUNATELY YOUR CITI CREDIT CARD SERVICES MANGERS DON'T FEEL OR CARE IN THE SAME WAY. IF YOU ACCESS THE RECORDED CONVERSATIONS I HAD ON OCT. 15, 2008 FROM 3: 00p.m. TIL NEARLY 9:00p.m..YOU'LL UNDERSTAND WHY I AM E- MAILING YOU. SEARS WILL ALSO BE CONTACTED. IF I HAVE TO SPEAK TO THE C.E.O. OF BOTH COMPANIES, THEN I WIIL. I URGE YOU TO LOOK INTO THIS AND PLEASE RESPOND IN A TIMELY MANNER. I APPRECIAQTE YOUR TIME AND ATTENTION, I BELIEVE THAT CITI, SEARS ARE HIGHLY SUCCESSFULL BECAUSE THEY STAND FOR QUALITY AND SATISFIED CUSTOMERS ARE HIGH ON THE PRORITY LIST. TODAY YOUR MANAGEMENT IN THESE CALLING CENTERS JEOPARDIZED THE INTEGRITY OF BOTH COMPANIES AND MYSELF THE CONSUMER. BY THE WAY I HAVE RECEIVED AT LEAST FIVE CALLS ON MY CELL FROM SUSPUICIOUS TOLL FREE NUMBERS THAT called at 9, 10, 11 and 12 at night. that is harrassment. i will take it to consumer affairs if the calls continue. or the better business bureau. or the c.e.o of citi in new york that your manager told me that he was the only access .i was madeto feel like a fool or idiot. your arrogant, and rude, corporate climbers that don't give a damn about me, only in covering their butt and saving their two faces, i can smell a phony, $$$, ALL ABOUT ME PERSON. IT SMELLS LIKE A RAT. AND WILL CONTINUE TO TARNISH AND RUIN THE EMPL0YEES THAT I RATE A 10 . your cust. serv. reps that initially answer the phone. they know how to treat a customer and work hard at it. they deserve validation for a job well done!. please contact me a.s.ap. thank you sincerely, Ms. Susanna Escher
To Whom it may concern, I was not sent my payment statement on time . I will not be using my card if I am charged interest on my balance . I usually pay it off monthly . Sincerely, William Gancarczyk
seriously affecting credit
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 can empathize, as I am having a window problem with Sears too. Poor customer service, not delivering on promises, lies and pushy practices from the salesman, unreturned calls, missed appointments. Yeah, I'm right there with you and still not resolved either.
I have an addition built onto the back of my home which I purchased two years ago. There were two support beams that were rotted and in need of replacing prior to installing the new windows. The salesman that came out told me that the repairs would need to have been done prior to measuring the opening for the windows. This process drug out for at least two months because the “job” wasn’t big enough for someone to bother with. Once I finally got a contractor out to look at the repair work the damage was more extensive then expected – carpenter ants were discovered. The entire back/first floor of my home had to be ripped out and repaired. My home has been open and exposed to the elements since last summer.
I explained this to the salesman and told him once I got the repair work done I would be contacting him to come out to take the final measurements. Every time I called the salesman he never answered his phone nor did I receive a return call. Due to an illness with the contractor and a death in my family this process took some time to complete. Once they were done with everything they could do, work came to a standstill. They couldn’t proceed until the windows were installed. I called the salesman to have someone come out to measure the new opening. This person never came. I called to inquire as to what happened and they had no record of my appointment. Another appointment was made and I was told the individual would be at my home within a certain time frame. This didn’t happen and I had to get back to work. I called the installation once I got to work and they said they were planning on coming after the originally discussed time. But, they never bothered to call to tell me of their new plans. So, we arranged for them to come back out the following day. I left work again to meet them at my home and they had already come and gone by the time I arrived. Again not bothering to call me. REMEMBER ---I’m taking off work for this each time! WHY?
Several weeks went by and I finally called to inquire as to where the windows were. The same gentleman Larry who came out to make the measurements told me that they would be arriving within days and they would call me to set up a time to come in and install. More time passed and I called back – I kept asking to speak to someone other than Larry because he was difficult to deal with and clearly not trustworthy. The gatekeepers at various numbers I tried kept giving me to him. I was told by Larry that they were on “the truck” ready to be unloaded in the warehouse and again they would call me when they were ready to be delivered. I called back days later and THANK GOD this Larry character was on vacation and his boss spoke with me – after leaving me on hold for a considerable amount of time, he came back telling me he couldn’t find any evidence of my order. HUM! The windows were not on any truck and as far as he could tell they had never been ordered. I proceeded to tell this man that “Larry” needed to be fired! He blatantly lied to me about everything. What did he expect to gain? Did he think I was going to disappear and never call back?
Moving right along – the windows came in and were installed. I had to let my original contractors go due to the time it took to get the windows delivered and installed. They had nothing to do and went on to other jobs. Once I got two quotes from building contractors to have the repair work completed and the windows enclosed I was told that the frame that was installed by Sears which would be the knee wall was too wide for the windows. I didn’t even want a knee wall. I wanted floor the ceiling windows. I also asked to see what the windows would look like before they were installed. By the time they came I didn’t care. I just wanted the room enclosed due to safety and energy efficiency reasons. The wood frames were wider than the windows and they didn’t have a lip at the bottom of the frame to catch water fall off. I needed windows for vinyl siding not insert windows. The way the windows and siding are installed there isn’t any place for the water to run off except for inside my home behind the siding. This obviously isn’t acceptable. I was told that they could caulk the windows and this also isn’t acceptable – caulk doesn't last and I’d be dealing with rotted wood and insect infestation once again.
I called the customer service center on February 27th, and a very rude Indian woman said that I signed for the windows so there wasn’t anything they could do. Yes, I did sign for these windows, but I am not a contractor or a builder. I hired a ‘so called’ expert in the industry to make the right decisions for me. A window is a window to me…. I was told that someone would call me back within three business days. I am most confident given my past experience with the local store that this matter will never get resolved much less me receiving a phone call from them. I am sending a copy of this letter and any other documentation I have to the Kentucky Attorney General’s office and I am prepared to get the local media and or an attorney involved if necessary. These windows aren’t cheap! ...Still not resolved.
central air conditioning unit installation problem
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.
We had gone to Concordia Ks. today to go to the Sears store and it was close, we looked and could not fined a signe that the store was to be closed. There was the signe that stated the hours for everyday and for Sunday was 11am to 4pm and we was there at 12:45pm . Please help with this problem because we drove 39 miles one way. Thankyou Dennis and Ellen Wilkins
sears dishwasher destroys counter top
In November 2003 we purchased a Kenmore Elite Dishwasher Model #16473. Within the year we noticed that the counter- top just above the dishwasher was bulging out due to the steam which went straight up into the countertop. I called the Sears in Glendale, AZ that we purchased it from and was passed from one person to another for months. In June 2005, Sears sent a technician out who wrote "Vent damaged counter refer to manager and selling store" Goldwing Appliance co. determined that it was installed correctly. I was referred to Sears Incident Center, Sedgwick claims, and they sent me to Whirlpool Corp. Dawn Outwin requested Photos and estimates for the cost of repairs and said to wait 60 days. It actually took longer than that for her to respond. Whirlpool said that because I have laminate countertops they will attract moisture and Whirlpool cannot guarantee that every product will work in every application and therefore they must deny responsibility for the claim. We were never told not to buy this product if we had laminate countertops.
The complaint has been investigated and resolved to the customer’s satisfaction.
Same problem for the past year. Didn't do it at first. There is some aluminimum sheet that looks like it ripped. I tried to put a thick layer of aluminimum foil but it still is warping the counter.
We had the same thing happen! Someone should start a sort of petition. We had Whirlpool quiet partner 2 dishwasher installed in March, 2010 and the other day I noticed the pressed board protruding from the bottom of the cabinet and the top of the counter top (directly above) bulging. The steam vents from this dw directs the steam upward which causes it to warp. We installed it flush according to the directions and were not aware it was going to damage an expensive counter top. For as much as you pay for the dw you would think good customer service and foresight would dictate that they advise you of this at the start of the manual and provide a cheap fix, if needed. I am hoping someone with experience can get a petition or massive complaint filed so we can get it fixed. I'm afraid it will continue to get worse. Tell your friends or anyone contemplating buying a dw not to get the Whirlpool one!
I'd like to organize the masses with torches and pitchforks, tar and feathers for companies that sell us this stuff without taking responsibility for problems. Anyone who has a dishwasher shouldn't have to suffer time loss and expense to repair countertops. And countertop makers should understand that we have dishwashers that create steam under THEIR products. I think that Sears (dishwasher) AND Home Depot (who installed my laminate counter top) should send someone out to do the repair job FOR FREE.
We had a GE dishwasher ruin our granite countertop. We have an undermount sink and the granite manufacturer always places steel reinforcement rods in the granite around weak spots like an undermount sink. The steel rods extended past the sink and went over the dishwasher area. The rods are placed in a groove in the underside of the granite. My dishwasher vented so much air out the top that it caused the apoxy around the rod to deteriorate and then the steel rod to rust. When steel rusts it expands -- it is called iron or steel jacking. When the rod in the groove expanded it cracked the top of my granite all along the steel rod. We have a straight line crack along the steel rod above my dishwasher. I had just had the top keypad panel replaced by a GE repairman before it started cracking. Apparantly, the seal was bad on my dishwasher which caused steam and water to accumulate along the granite above the dishwasher (exactly where my steel rod was). The dripping then destroying the key pad. The dishwasher repairman did not even check to see why the key pad had failed on a newer dishwasher in the first place. Because it he fixed the symptom of the problem and not the problem and got it running again, it kept accumulating water on the steel rod every time I ran it and caused my granite to crack. I called several independent granite and other contractors to discover this problem and they all agreed that this was the cause. I called GE to come back out and fix the seal. They laughably tried to tell me that hundred of droplets of dripping water off of my granite countertop overhang over my dishwasher is normal. I said what if I had a formica countertop -- it would be destroyed with all of the pooling droplets. They said that they would not repair it, even at my expense! So now I have an enormous problem. There is no really good way to repair the granite and my dishwasher is still pooling water on the steel rods. GE treated me terriably. The GE repairman finally told me that they "are not allowed to say anything that may make GE liable for anything." Great service GE. Ruin my expensive granite countertop and don't even fix your broken dishwasher because it may be admitting that it was the cause. All I got out of this was a claim number and a refusal to do anything. Whatever happened to standing behind your work/product and doing the right thing?
I have Sears Kenmore model 665.15789 and have noticed the particle board backing swelling and hanging below the laminate. I hope there's a follow-up here with a solution.
Why can't they just make a small steam deflector to direct the steam out towards the front of the machine and beyond the counter tops. Seems like a cheap easy fix to me, but I can't find one either. I am trying to have one fabricated, because this machine is supposed to be counter flush and not stick out at all. Sears or Whirlpool or "whoever" made these units needs to take responsibility for their product and offer a cheap fix for the consumer.
Wow--Well, we also have the same model with a laminate countertop. The countertop has not bulged out. However yesterday we had a Sears service person out to repair the door and he repositioned the dishwasher so that the top vent is out beyond the countertop. The whole thing looks so wrong I couldn't believe a professional had done it. My husband was home the whole time and said that the service person had made several calls to verify what he was doing. I came home to find the dishwasher jutting out into the kitchen, with two screws connecting the dishwasher to the counter visible on the front edge of the counter. I then went looking for the original paperwork that came with the dishwasher and found the installation guide. It clearly says that the front of the dishwasher should be aligned with the other cabinets, and the screws should be on the inside of the cabinets or the countertop. So, yes, it seems like the top vent is a big design flaw and I am going to see what can be done about it.
I found this after googling the model number because we have the same problem. I can't believe that I actually never saw this when we bought the dishwasher. I don't normally sit there and watch the dishwasher and one day my wife showed me the countertop. The excuse that they gave you is bogus because if you go into any Home Depot or Lowes and look at the countertops for sale they are always laminate tops with pressedboard backing. The steam destroys the pressed board chips and the substance that they are held together with. All of the dishwashers that I ever owned and even others currently have vents that vent out horizontally into the room, not straight up. Apparently they think that the entire door thickness should stick out past the edge of the countertop and the steam would blow straight up. If you install it that way it would look ridiculous and you would hit it if you walk past the d/w. The other thing that leads me to believe that they designed this this way is the placement of the touch controls. They said that they were hidden controls and are only accessible when the door is opened past the countertop lip but if you were to install the d/w to vent the steam straight up you would also be able to push the buttons. So of course somebody goofed when it was designed and of course no one wants to take responsibility. So we both have ruined countertops. The only thing I can tell you is to put something that is heat resistant under the laminate but over the door to direct the steam out past the edge of the countertop. If you are reading this and are contemplating buying a new d/w make sure that the steam vent at the top of the door vents into the room, not up into the contertop or you will have a ruined countertop. I guess unless you have marble or granite or some composite lookalike. But even in those cases the stam is not good for the cabinets plus mold grows where moisture and darkness are abundant so you don't want that either.
women's apparel / return
I had purchased a dress from sears catalogue for my sister's wedding. the dress was origionally purchased in january. the wedding itself was in sept. i had tried the dress on a total of 3 times (never had it altered it fit like a glove). the day of the wedding...no problems unitl i started to walk up the steps to sign my sister's wedding license. the zipper let in the dress and i tripped in it tearing apart of the lining. very very very upset i went back to sears that following day. the lady at the counter had tried the zipper and lo and behold it worked. she looked at her co-worker like i was lying to get my money back cause it was torn. i obiviously debated. the other lady told me that the dress was worn. ( uh...yes...) and that the tags were missing ( uh...who's going to wear a dress with the tags on it...) and she also mentioned the purchase date. (well im not going to shop for a brides maid dress the week befor the wedding...(DUH...) i wore the dress a total of 3 hours. if i had knwoen that the sales lady was going to tell me that the dress "fufilled it's intended purposes " and that i couldnt get store credit or another dress i would have spent the $200 elsewhere! i had all the necessary paper work the slips and bills, etc. i even had the tags that came off it... so with out a dress and the embarrassment to my sister im out $200 and i can guarantee you that all my friends and family are horrified with sears especially the statement that it "fufilled it's intended pourposes". i can safly say that neither me / my firends / family will ever purchase anything form sears ever again.
Bought outfit at local sears without trying on. Took tag off pants upon puttin on, too small. Did not wear. I have the tag and receipt. it was purchased 12/12/2014. Will I have problems returning the outfit?
plain and simple, you cut off the tag. that makes the product used or damaged (depending on which tags cut) and they cant resell something used or damaged. they make these rules to prevent the bad people from wearing the items for a few months then trying to return it for a full refund at a time when the clothing is no longer sell-able, is out of season, and is worthless to the company. also most stores do have a limited time in which you can return an item. 3 months is extremely generous. some places only give you a week. imagine how many times someone could wear something in 3 months then try to return it. also its not sears' fault that it the zipper was faulty or that you tripped. you could try contacting the dress company for a refund or replacement but i highly doubt they'd give you something for a dress you've had for so long. in the end you'd have to ask your self, do you ever want to wear this dress again? if yes, then get it fixed and maybe replace the zipper. if no, then donate it to value village or a friend, let someone whos willing to fix the dress have it. Maybe in future if the tag is somewhere you can hide it in the clothing, dont cut it off. i know its annoying but if your afraid something like this might happen again its better to be safe than sorry.
As far as I know there is like a 30 day return on dresses and intimate wear and stuff like that right at sears and most department stores? How can you expect to wear something for 3 hours tear it and return it? who the heck does that? You shouldnt have expected to return it lol. maybe next time you will go to a garage sale or salvation army and spend $2. Sounds like what you did was planned out I mean come on who even keeps a receipt that long without intent for it? You cannot expect the store in which you purchased the dress to pay for something that you were at fault for that was completely out of there control that is rediculous, sorry.
You wore the dress and tore it. So how is that Sears' fault?
What the frick?
1.) Bought and kept a tight dress for nearly a whole year before wearing.
2.) Zipper slips because the dress is tight (not due to factory error).
3.) You slip and tear the dress.
4.) You try and return something you tore up.
And you're shocked they wouldn't process the return?
The entitlement issues people are suffering nowadays is damned ridiculous.
I don't understand the mindset of people like you who feel that they can buy a product, get the use out of it, then return it. I work for Sears and I've seen this over and over again. Men are guilty too, they will buy a tool to get their car fixed, then when they no longer need the tool, they return it. Sears then becomes like a RENTAL SERVICE, thus losing money. I know it's not easy these days, with the economy like it is. I understand all of that, but there are some who do it to the extreme. Don't you feel the tiniest bit quilty?
The comment that it fit like a glove, may be the problem. Most gloves are skin tight and perhaps this was the case. If it was skin tight, there is no a large margin for error, such as falling or catching stilettos in the hem. Sorry about your money spent, but unfortunately the retail store was right. No one was able to confirm the fit from the store, so no one is really sure if it was the correct fit that would allow room for proper movement, twist and turns e.g. dancing, etc. by the way I do not work for Sears, but do shop there, and have never had problems with the merchandise, just the billing process.
Staff at the three SEARS Stores in Oahu HI are courteous and I always tell folks how I've yet to see any store provide better customer service and benefits to their customers who shop with the Sears Credit Card. I cut up my card to spend less but I still remain a content customer. The blogs with complaints should mention which city the Sears Store is located when they blog so management and customers are made aware and service may improve once they have been targeted.
Sears is not at fault for you falling down and tearing your dress. Out of return period, damaged product why should they give you anything for a worthless item?
You wore the dress, you tore the dress, you removed the tags...how is Sears at fault here?
Stop whining and own up to your own carelessness!
the mess started after I had signed the dotted line
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!
So this is Sears fault because you couldn't work out scheduling for an inspection?
repair schedule
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
for the first lady ... sears schedules their appointments as a first come first serve basis, the only time they'll make an exception on refrigerators is when it stores medication for a sick person. if u have the contract u can rent a refrigerator, save the paperwork and u'll get reimbursed. now for the second lady, i agree with you, what SEARS did was wrong. the heater is what they consider an HVAC unit, those are indespensible especially w/ the elderly. theres a department in sears where they handle escalated calls such as yours, it's named TSRT ... u need a complaint first ... but once you reach them they'll do anything to help you.
as an ex-employee of sears i can stand behind their service, its just a matter of people reading terms and conditions, understanding the magnitude of service they provide, AND understanding the fact that if their appliance doesnt get fixed or the technician doesnt arrive it's because of his work ethics. these tech's go through special training and NEED to use it, so if people dont complain against these tech's useless then they'll continue providing poor service.
I had to have my lawyer send them a letter to get their service people moving. I purchased an oil furnace from Sears and purchased the full service contract. Well the thing died in the dead of winter. I had two elderly people in the house, one terminally ill. After days of living in front to the fireplace and space heaters, and calls; It took a threat of legal action to get their attention. They sent in a repair person from out of state. They didn’t have anyone in the state to service the unit. How do you sell a service contract and not have the personal to honor the contract?
I set up an appointment to have the TV serviced today and the guy was a no show. I call the service line and was told, they had no record to the appointment. So it must have been a dream, that conversation I had with the service department last week.
Sears is not the company my mother knew and loved. They are so busy cutting the bottom line. Their service personal are leaving for better paying companies. I will never buy another big ticket item from Sears.
I will never buy anything from sears
I called Sears about windows, they sent a guy out and I ask him how much for 17 widows to be replaced. The price was for double ply was about $15,000. He stated for a little more I could get the 3 ply Weather-beater with a film in it. This was about $1000.00 per window. I told him I was worried about acts of God, Vandalism, or other stuff like transferable issues should I sell the house. He stated Sear’s windows are guaranteed for life on the premium windows and will transfer to new owners with out a problem. I stated to him, you mean if someone breaks the window trying to get in, Sear’s will replace it free? He said yes, Acts of God were also included. I decided to go with the premium 3 ply windows with Film. I would get the 9 now and more later.
I just happen to mention this to someone who told me I should check the paper work because Sear’s people are not honest. I did and nothing I had mentioned anything about Warranty or Guarantee of the windows from vandalism, Acts of God etc. To my surprise I had nothing that showed anything accept the yellow copy showing the following;
(Residential Limited Warranty – AUTHORIZED SERVICES WARRENTY: In Addition to any warranty extended to you on the product(s)used, should the workmanship (or application)of this service prove faulty within one year (WB Limited), two years (WB Plus), three years (WB Max, WB Max Security, WB Stormbeater), the Contractor will, upon notice from you, cause such faults to be corrected by repair at no additional cost to you. Service under this warranty is available by calling Sears Home Improvement Products at 1.800.222.5030, option 4. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.)
I called the warranty dept. and I was bounced around from one person to another having to leave messages and wait for call backs. At some point I after about 2-3 days, I got through and spoke with someone in their installation dept in Irving Texas. He stated to me that there was no such thing as a warranty on windows that covered anything like acts of God, Vandalism etc. He went on to say that anyone stating such should be reported. I ask him for a copy for this warranty and he stated that you will get that as soon as the job has been done. He stated that this warranty comes from Sears and that he could not get it for me and that is not how it’s handled. I ask, I thought I was talking to Sears and that you were the Window Installations manager? He said I am but, I can’t get this for you unless you have the job done first. I called Mr. Smith the rep but, he was on vacation for the forth of July holiday, I left voice mail asking for a call back ASAP concerning this warranty. In the mean time I looked over the contract, I noticed the 3 day cancellation limit so; I canceled the order because I only went with the more expensive windows because of the life time warranty part. I wrote the following letter to sears and faxed it many times to make sure I was not stuck in what seemed to be a deceptive ordeal.
July 1, 2006
Sears Home Improvement Products, Inc.
P. O. Box 522290
Longwood, FL [protected]
Phone – [protected] – Option 1 – Ext. 5466
FAX – [protected] FAX – [protected]
RE: Contract No. 5816875
To Whom It May Concern.
This letter is to terminate the above mentioned Contract for Products and Services for Installation of Windows. We are terminating this contract for the following reason:
I contacted Sears concerning some installation of windows; I was told they could have a sales person out at 2PM the next day, a representative did show up to meet us at noon. He did show us some windows and I did mention to him a couple of things that were of interest to me. One was a window that was hard to break in to; he mentioned that Sears had a window that was a 3 ply type that he felt would be a good product for that, I was very satisfied with what he showed me. Second thing was warranty and guarantee; I mentioned that I was concerned about the life of the product, and other things that could affect the life of the product, such as vandalism.
Concerning the vandalism, I asked Mr. Smith is it true that if somebody comes and tries to break in the house, smashing half way through one of these windows, Sears will honor a guarantee or warranty to fix or replace the window. Mr. Smith did tell me that the windows are guaranteed for life; if someone vandalizes them Sears will come out and fix them for no charge. I looked over the paperwork but I didn’t see any breakdown on this type of warranty. I looked on line and I also made some calls on one of Sears 800 numbers nobody could tell me anything.
I than began to research windows installed by Sears and pulled up several other customers who had purchased windows on a premium level because they understood they were receiving a lifetime warranty because the sales rep had told them so. They stated that they never received the actual guarantee/warranty until the work was done and that this coverage did not include things like vandalism but was limited to the installation and workmanship of the sub-contractor person or company who was in fact doing the job.
I did call Mr. Smith and left him a voice mail concerning a copy of the warranty/ guarantee, however he his on vacation at present. Because I do not have this information clearly stated where I can see it and clearly stated before my eyes, and do to the fact that the new contract we did reset up stated that I only have 3 days to cancel, I must cancel this contract at this time. If there is a misunderstanding concerning some of the things I have mentioned here, I am open to discuss it further when Mr. Smith gets back from his vacation. Until then, please cancel this contract and all dealings concerning any money transactions. At this time, I do not want the product, we do not fully understand in writing what exactly I am getting concerning the guarantee and warranty. I am enclosing with this letter a copy of the final revised contract.
Please call me ASAP with a confirmation that this transaction has been cancelled.
SAM
Statement continued;
I researched the Internet looking for other Window stories about Sears and I found many complaints from Google, www.complaints.com , www.my3cents.com , www.planetfeedback.com and others.
I also noticed a link that took me to career builder and showed me an add that Sears cureently has running. They are looking for sub-contractors with a year or less employment to install Sear’s products’
http://www.careerbuilder.com/jobseeker/jobs/jobdetails.aspx?ipath=
ilkg&job_did=j8a27d5vjrx9r9zdh54&dv=dv&jrdid...
Subcontractor Installation Professionals
See all jobs at this company Save this Job | Email this job | Printer-Friendly Version
Company: Sears Home Improvement Products
Location: US-LA-New Orleans
Base Pay: N/A
Other Pay: High Earning potential
Employee Type: Contractor
Industry: Construction
Consumer Products
HVAC
Manages Others: no
Job Type: Construction
Skilled Labor - Trades
Req'd Education: None
Req'd Experience: Less Than 1 Year
Req'd Travel: Negligible
Relocation Covered: No
Contact: Not Available Phone: Not Available
Email: Send Email Now Fax: Not Available
Ref ID: Copy of hs 5453
DESCRIPTION
Immediate Openings!
Sears Home Improvement Products has immediate openings for Sub –contractors in our Cabinet Refacing, Kitchen Remodeling, HVAC, Siding, Windows, and Doors installation business. We offer:
• High Earning Potential
• Trip fees
• Special Announced Bonuses
• Installer Referral Bonuses
• Job Referral Bonuses
• Payment upon completion of project (not once a week like the industry standard).
Act Today! Click on Apply Online immediately to ensure an immediate start.
REQUIREMENTS
Requirements: Must have liability insurance, vehicle insurance, valid driver’s license, and tools of the trade. Must have own vehicle.
--------------------------------------------------------------------------------
CareerBuilder Related Terms: remodeling, framing, construction, carpentry
I did finally speak someone by the name of Robert O’Haver Special Projects Representative 1.800.222.5030 Ext. 5445. He called me to ask why I had canceled and at some point while speaking to him, the letter I sent was found. He stated that he was told for 7 years that the premium windows offered were with a life time replacement against Acts Of God, Vandalism etc. It’s now July 13th and I just now got the warrenty which states about the same stuff as the contract I signed. Read it for yourself. Here is the email I was sent from Rober O’Haver.
I am not sure I would ever trust or buy anything from Sear’s at this point. I may update further on this matter later.
When Sears was talking me into purchasing their windows, they forgot, and I didn't ask if you could install any different color window, except white. To make a long story short, It is now time to paint my house, so I called sears about the types of paint that I would need to paint vinyl windows, since they installed white. I was told that if I painted my windows, the lifetime warranty would be void. So for the life of this house, I'm stuck with white windows.
Cary
I contacted Sears recently to follow-up on some windows that my parents purchased 18 years ago. The windows were literally falling out of the cases. I have excellent documentation on this purchase from my parents yet Sears still hasn't complied with the replacement of the windows. They have done everything they can do to try and get out of their obligations even though I have provided the proof of warranty. They were hoping the house had been sold since the warranty is non-transferrable. They finally sent out a technician who agreed all the windows needed to be replaced. He measured the windows and told me they would be ordered immediate and installed as soon as possible. I have followed up several times, to no avail. I was finally told today (Jan. 21, 2015) that there is no record in their system of the windows being ordered. I've been communicating with Sears since Dec. 12, 2014, in this matter and all they have done is try and stall me. I'm now forced to get an attorney involved. This is extremely disappointing as one would think the Sears brand and name is one that you could count on. I will never do business with them and urge others to keep any and all documentation you have. Even then, it may not be enough as they place the burden of proof on the customer! What a sham!
Never buy windows from Sears. My "Lifetime" warranty is not even 10 years old and they say they will only cover 50% of the cost to replace manufacturers defects. The seal has gone on 14 windows and they are telling me that I have to contract another company to make the repairs. I will be responsible for all parts and labor and they will cover 50% of the glass. really?
I had read the complaints against Sears windows BEFORE I contracted to install windows, hoping that all the complaints that I read were isolated cases because I have been purchasing appliances, furnace, auto service, electronics, etc. from Sears for over 35 yrs. I, cautiously, only had 5 windows installed, to see how it went before I installed more on my 29 window house, covering by saying that was all that I could afford right now. They were installed 2 wks ago. Four days ago, the city inspector came to inspect the work & could not approve it, due to the windows only being caulked where it could be seen. No caulk on some sides & bottoms. The wrap on one window frame is not flush with the side of the house & I can stick my fingers and half of my hand between the window frame & the house. Some wrap ends stick up & away from other frames & nail dents. And, this is Minnesota! The window installers broke my motion detector light & I had to purchase a new one & now, have to hire electrician to hard-wire this new one. I had to pick up broken glass, putty, box cutter type razor blades that my dogs could have cut their feet on, outside. Also, I picked up glass & a blade from inside. I had to climb a ladder to remove factory stickers & wipe hand prints. One screen does not slide properly. Sears told me that it will take about 1 hour per window for installation. It took the installers 9 hours to install 5 windows, due to several very long breaks where they kept leaving to go somewhere. Once Sears cashed my check, I can no longer get responses to my several phone messages about the failed inspection, damaged property, etc. I could not get a response from the salesman about a hard copy of my contract which was filled out, electronically at my house. I finally traced down someone else at Sears to mail me one. I guess they did not believe me when I said that I intended to install 5 plus more windows by this Fall. Obviously, don't care about repeat business or bad publicity. I will continue to call Sears about the failed inspection. This failed inspection is preventing me from receiving a home incentive rebate, so the monetary losses amount to more than the money that I paid for sloppy workmanship. If I don't get a response from Sears, I will escalate the matter within Sears, then the City Inspectors, again and to the housing resource center sponsoring this incentive program, then to BBB, Attorney General and contact my friend who is a reporter for Fox 9 News. I had intended to attach photos of the bad work. Maybe, I will do that next time I come to this site, it Sears continues to ignore my calls.
We purchased windows from Sears several years ago. We were told there would NEVER be any cost to us for any type of problems with the windows. Well, when I called customer service, I was told there would be a $100.00 fee just to come look at windows to see the problem. Then there would be an additional $100.00 minimum when they came back to fix the window. These sears windows are of the worst quality (thank goodness we only purchased 5 to see if we would be satisfied) Approx. one year later they were "leaking" air and now several years later they are hard to open, draft from wind is constant. We did purchase the rest of our windows from a company called Windows USA, they have come out at no charge and replaced a patio door and checked on all their windows to make sure we were happy. I must say that was refreshing in this day and age. So in short, NEVER WASTE YOUR MONEY ON SEARS PRODUCTS! They will never keep their word. It is no wonder this company is having problems, maybe it they treated their customers right, they might have stood a chance with the competition.
I called Sears from an ad that states $269 each installed*, after the sales person was at my house (he practically brought the whole show room) for THREE hours, his bill came up to 3, 500 for 3 windows. He did have small discounts to "WOW" me, but I think this ad is a fraud. He kept telling me I don't want the windows they offer in the ad and that the werent even up to code for my area. The ad came to my home address, soooo. Anyway, watch out for those salespeople, they will lie and lead you to believe you need the MOST EXPENSIVE windows they offer.
We had Sears install replacement windows in our home about 10 years ago. Besides the trouble we had with our bay window upon installation (it was not braced and had water coming in. It took many weeks to have someone come and fix it after the 1st installer was fired) we have had nothing but problems with the locks breaking and window actually dropping and leaving large gaps at the top! We just had a local contractor come and replace all the windows with construction windows and he could not believe the lousy job Sears did. They didn't even bother to insulate around the windows. They just covered the gaps with duct tape! I will never have Sears do any work for me again!
To the lady with the window complaint. Did you actually ever buy the windows or have them installed? Have you had any problems with the windows if you did buy them? It sounds to me like maybe you got a bad salesman, but that could happen no matter where you buy something. I've bought alot of products from Sears over my lifetime and never had a problem. In today's world you can meet a bad salesman anywhere. Don't let that stand in your way of a good quality product at a good price from a company that's been in business for 134 years. They are obviously doing alot right or they would of closed a long time ago. I trust sears and I'll continue to buy from them. I feel bad for you that you can't see how things really are. For what it's worth, I have sears windows and have enjoyed them for the past 10 years. I did have a glass break from a baseball and Sears replaced it without any question. Ps they don't even sell 3 ply( no such thing as ply in windows). They only sell Double Payne windows. Hope this is helpful to everyone else.
I had windows installed from sears last year, but only upstairs because I could not afford the whole house . I am still paying for them! The quality of the windows are wonderful and my heating bill has gone down enormously. My complaint is with the office staff who were extremely rude and obnoxious especially when something went wrong. My other complaint is the installer who did a piss poor job and I now have to replace molding/ trim around the windows. They were messy and did not do a stellar job as promised. I am now looking to replace more window and I am looking to buy similar windows an install them myself unless I can just buy the windows from sears and install them myself.
All I have to say to everyone is that it is the consumer's responsibility to read before you sign. And when you get that warranty, READ IT! Whatever was said during the sales pitch is not binding, unless the salesperson wrote it on the contract! Acts of God are rarely covered under any warranty, and your warranty and contract will clearly state that. When you call the service department, they can only honor what is said on the contract and warranty. If they listened to eervy customer that called in and said "oh well the salesman told me everything would be covered forever", Sears would be out of business. It's not their job to make judgements on what was said during the time of the sale and to try to figure out if the customer is telling the truth...so many people just try to get too many things for free nowadays. Sears does absolutley stand behind their products! If they find that something was installed incorrectly 10 years ago, they will fix it! If a storm blows your siding off, it's not warrantied! Use common sense people...that's what your insurance company is for!
customer service at sears leaves something to be desired!
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!
@RishaDeary, Risha you don't even work. you didn't take the day off twice, you had 2 willing and able children and your nieces and nephews up for thanksgiving they can be your dishwashers
To Sears Customer Service Dept. I have a Sony Wega TV. I have an upto date service contract convering this tv. I called in for service and repair. Service man came out and checked the code and ordered corresponding parts. They arrived the day the tech was to be there to install. After installing the part another code showed up so part was ordered. Shown to be in stock. Day of service mans return received phone call part was not available so oldpart removed from tv to be sent in for rebuild.
1st service was Jun 10, 2nd service date was Jun 16, third service date Jun 24. Service man stated it will probably be 2 weeks before part is returned. I received a call today Jun 25 that it will be the middle of July before serviceman is scheduled to return to fix the tv. Over a month of watching the backend of my tv waiting for parts to fix it instead of watching the front of tv. It has already cost Sears over a thousand dollars to fix a tv that still doesn't work and all I see is the backend of it.
Serviceman has been a good worker, but his hands are tied due to parts unavailability.
Thanks a lot sears.
E Hutson
### SEARS STRAIGHT TO THE POINT
I agree that sears phone system is flawed. I worked there for two years and don't bother with the automated system as it doesn't really work, no matter what department you say you always go to the operator phone. The operator is just a low level manager who can't always answer. Even with a departmental transfer, there are not always employees in a department, and many times there is only one employee there as sears is a fairly slow retailer without a ton of business. When I worked as a salesman I knew I would rarely walk away from a customer to answer a phone, as to that alienates the customer who is right there right then. I understand the pain, but it is not necessarilly the fault of the employees.
Whaaaa, I am a big baby! I can't wash dishes by hand. If you can afford a vacation house the why don't you get a maid... better yet have the kids do them.
Wow. Instead of wasting the half-hour on the phone with an automated phone system (which, if you actually LIVE in the 21st century you'd understand NEVER works), why not drive your car over to the nearest Sears store? Mhmm?
so lets get this straight hmmmm you call a store and what ? they are just sitting there waiting for you to call? u think this world revolves around you? its because of lazy people like you that companies cut payroll dollars and try to automate everything in the first place one simple question you say yea thats right your one simple question in the good old days was get off your ### and go shopping ! browse the store ask all the quesation you want in person ! wow what a concept! no instead you expect the employee's to drop whatever customer they are with in the store who isnt lazy and talk to you on the phone ? ya people like you is why the automated phone system was invented to IGNORE YOU (: HAHAHAHAHA
SEARS DOES NOT CARE ABOUT YOU AND HAS INCOMPETENT WORKERS. I bought a BOSCH dishwasher from SEARS. The dishwasher has broken after only three years. It is very obvious that the motor that pumps the water out is broken. I called SEARS service and made an appointment for the following week to have a service man come to fix it. They said that they would be there between 12 and 5. I took the afternoon off from work and waited only to get a call at 4:30pm that they were stuck in traffic and could not make the appointment. I had to call the service center back and reschedule for the following week. This time they were to come between 9 and 12 so I took the morning off. At 11 I get a call that they will not be at my house because the service truck has broken down and I needed to reschedule for the following week. AT this time I thought I was on candid camera, I was furious and told the scheduler how I felt and she said she would have customer service call me. I NEVER GOT A CALL, EVER! The following week a sears service man came as scheduled to inform me that the pump was broken a new one was to be ordered and he would come back in 10 days. I recieved the part directly and the service man arrived 10 days later which was 5 days before Thanksgiving. He opened the box with the part in it and said "oh boy, this isn't what I ordered they sent the WRONG PART" I was in shock, you can't be searious! I told him I had 20 people coming for 3 days to my house for Thanksgiving and after washing dishes for over a month I was not going to have a dishwasher. I called sears and they said they would call me back. I NEVER GOT A CALL. I emailed Sears and all I got was a form letter reply. I had to buy a new dishwasher that I don't like. I want my old one fixed ( which sears told me was 5 years old and Bosch told me was 3 years old like I thought). Unfortunately for sears I just bought 20,000 in appliances for a new vacation home and they lost out on that sale. I have since gone in to the store to let them know that I never got a call back from the appliance manager and guess what, I NEVER GOT A CALL BACK!
kenmore deep freezer
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.
Sincerely,
Cara
In canada the maintenance agreement (service contract) cover losses the term of the contract and includes the first year.
hmmmmmmm
sears catalogue, sears card and other discriminating stuff
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.
Nelza
Kitchener ON N2B 2N2
It is Sears policy to return the money in the form that it was paid, with the exception of checks. That's odd that they only gave you cash because when I worked there they did not give cash back for anything unless you originally paid in cash.
And the poster above me, Check your percentage rate that may be why your balance is not going down. Also, look at the statements. They do not have a set date that the payments are due. Months have a different number of days and the billing cycle just goes by a certain number of days, so you may have a few months where the due date is a few days earlier than usual. If you call them AS SOON as you are late, you may be able to work something out with them. They have programs to drop the interest rate for a certain amount of time in exchange for closing the account in the meanwhile. BUT they will only negotiate with you if you are late. That's the catch. They bumped my interest rate to 29.99% and I had a $3, 000 balance. There was NO way I was going to be able to pay that off. I called them right after I was late and they dropped my interest to 0% for one year and took off my late charges. They do have different programs at different times, but the trick is to get to where you are late, or they won't work with you.
I have a sears credit card, and i'm paying and paying and i don't see my account going down. They charge me late fees when i pay on time. They told me that they couldn't do anything. They charge a late fee of $36.00 that's crazy.
I have just ordered some summer clothes from the catalogue I have not been able to go out due to a nasty bug and I will need these clothes to go away in 2 weeks the person taking the order ( Name Maureen) questioned me in an unfortunate manner as to why I was ordering so many pants and could I not go out into the stores to try these things on as Sears was cutting back on returns. I told her that was not this the purpose of the catalogue to enable you to shop at home. Yet she still pursued her conversation re shopping at the store. I told her I was unable to go out. I have been a Sears customer since 1977 and have never been spoken to in this manner before. Regardless where I make my purchase at the store or catalogue Sears is still getting my money. Maybe a little word in Maureen's ear before she turns off another customer.
Ridiculously unsafe craftsman lawnmower
On 05-19-06, Ii purchased a Craftsman LT100 riding lawnmower. I used the mower twice w/o incident. On the evening of 06-19-06, my wife awakened me to tell me that there was a problem with the mower... As the mower had been sitting idle on my carport, I had trouble envisioning what sort of problem there could be. She then informed me that it was leaking gasoline and that the fumes were almost overpowering. I immediately decided that the first order of business was to get the mower away from the house and off of the carport... I reached over and put the mower in neutral, and while standing on the LEFT side of the mower, attempted to push it backwards... The bottom edge of the mower deck housing rubbed against my foot about 1 inch above my left ankle, lacerating my foot to the bone... There was blood everywhere instantly... I immediately grabbed a towel and applied pressure to stop the blood loss... I refused to go to the emergency room after once the bleeding was stopped, but I DID go to my regular PCP the next morning for a tetanus shot and 3 stitches... As I see it, there are 2 problems with this mower: a faulty leaking fuel tank, and a ridiculously unsafe, razor-sharp edge in an area where a person is repeatedly required to place their feet.
As a footnote, let me add that the management of this Sears Outlet has been VERY rude, belligerent, uncooperative, and has repeatedly failed to keep their word as to returning phone calls when they promised... They also attempted to replace this mower with one that had been used and damaged.
You want me to pay for a chat with an expert when your product was delivered defective.
on march 8th i ordered a repair and paid $450.66. i decided to buy new and canceled the repair. i have the part that was ordered 8184,ref [protected]-[protected]. po [protected] order [protected]. i need a refund and stop wasting time with your website. [protected], [protected]' gary clifton 6900 almond ave spc 25 orangevale ca 95662.
I bought a refrigerator on 1/10/22 with a 3 yr service contract. Can't get any response from agreement benefits for the last 2 years since my ice maker has broken and now the condenser is going out. The fridge won't hold temperature. Can't get a response from anyone through phone or online even with a claim# 809448.
I have a home service warranty # [protected], since oct 2023 i was old my dryer will be replaced. Sears have been giving me the run around since oct 2023 its now march 2024. This is very frustrating. Im going to cancel my account and never recommend sears to anyone. This is a horrible home service full of lies
Sears is going to replace my refrigerator, but it has been weeks since they can find a replacement. I need someone to gr on the replacement team butt to get them to move faster. I have been without a refrigerator for 4 weeks now. How long does this take.
Help
Angelo Alberti
[protected]
Warranty coverage - Sears does not fix the issues. Multiple services calls, three times the repair man didn't even show up. Dishwasher still not working. Not even 2 years old. Was told I would get a replacement dishwasher and nothing ever showed up. I will never buy another Sears product.
i got shipped 2 items idid not order sears is impossible to get hold of order#[protected] placed on september 20 i did not place this order sears wont let me return it
I was told the cost of replacing a motor will only be about $279. But the tech told me it will be $699. What gives? So I am asking that the $120 I paid has to be refunded to me. I would appreciate it. Thank you. Elenita P Ayalin
4240 N Lawndale Ave, Chicago, Il 60618
Scheduled repair 13 October between 8:00 and 5:00. I waited all day and did not receive a cancelation. No repair person showed up. I received an update 3 days later with a rescheduled appointment for 3 weeks later. This is not acceptable. I will cancel my home warranty.
Have my replacement voucher approved for $2083.99. I have talked to 27 people and given many phone numbers finally got a man who said yes ! Then he hangs up on me. Please Help ! 75 years old and waiting for that call or email Was suppose to fix on July 13th parts not available replacement voucher instead on 08/30/2023
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I have been having major issues with Sears Customer service. I bought a Dishwasher Oct 2010. It needed repaired June 2011. Now Jan 2012, it is having the same problem. I have waited on hold, been transfered all over the place, hung up on three times and still have no resolution. I will not buy another appliance from Sears.
we orderd a frig, and stove 5/31 when we ordered it we were not sure it woul fit so the sales man said we could order it and cancel the order if it did not fit that way we would not have to to go home and come back, well it tured out to be 1/4inch to wide we called on 6/1 to cancel the order and today is the 6/15 and still did not get my refund today i called sears for the sixth time and the said it would be credited back today and if if not to call back a seveth time and tell them to start a truoble ticket, we would have gone back to sears to order another frig. that would fit but when we ordered the frig and maching oven the did not have free delivery i tried to get free delivery i said i by the maching dishwasher and a another frige for our recroom and still could not give me free delivery so when we had to go get a frig that would fit every one else had free delivery and we we went to lowes befor going back to sears the had free delivey and where about 25 persent cheaper we got a new 2 frigerators, convection stove, dishwasher i will never shop sears again
Bill Neiman, akron ohio [protected]
I bought a pro range 04-2008 with the 4 year extended warranty, it has already been worked on 4 times and the fan still rattles. I also bought the refrigerator freezer and its really hard to get the ice to dispense.
THIS HAS MADE UP MY MINE ABOUT BUYING FROM SEARS AGAIN. I WILL NEVER BUY ANYTHING FROM SEARS AS LONG AS I LIVE.
PLEASE! I am also getting the run-around from sears, tech, cust. service, STACK, cust. relations, everybody! I bought an oasis dryer 14 mos ago. 3 mos after I got it, it smelled like smoke and had a fire outside the drum. 4 times in the first year it required repair and new parts. I bought the extended warranty and now that it is past the first year, the service dept . is trying to say that customer error and neglect is causing this problem. Hours on the phone, with probably 8 different people has gotten me to a worse place. They now say that they will not repair it, replace it ----and won't let me talk to anyone else! So, are we stuck with this $1, 000 LEMON? PLEASE, IF ANY ONE HAS A PHONE NO. OR NAME OR EMAIL OF SOMEONE WHO HAS ACTUALLY HELPED YOU, PLEASE, PLEASE, POST IT! THANKS
Sears Auto service in LITTLETON, CO at Southwest Plaza is absolutely the WORST. The power steering stopped working on my car and Sears just happened to be the closest place for me to take my car. NEVER AGAIN. I was told by the technician that it would take 2 hours. SO I went and did some shopping in the mall and headed back to the Auto place after 2 hours. I called to see if the car was finished and was told NO they received the wrong part and had to get another one that would take 20-45 minutes. I asked why noboby bothered to let me know that #1 they didn't have the part and #2 why it took them 2 hours to even figure out they had the wrong part. After 25 minutes I called to ask if my car would be done as they had said. AGain I was told no it wasn't finished. I then asked them to find the manager. The manager is gone for the day and wouldn't be back until today (Saturday) I told them to call him at home. If they couldn't get the car fixed within the next 10 minutes I told them they'd need to find me a rental car and they would be paying for it. THe guy came back and informed me that they had contacted me to tell me there was an issue. I pointed out that I had called them to find out if my car was finished as I was TOLD it would be done in 2 hours. This continued for another 45 minutes. The last time the guy came back to talk to me and told me the car wasn't done AGAIN I told him to go call the manager AGAIN -this is unacceptable and unprofessional. He went back into the shop and then 5 minutes later came to tell me the car was finished. THis never would have happened if it had been a MAN who took the car in -we all know that. THe car would've been in and out within an hour no questions. I complained about this while I was at the store -and I doubt they'll get in touch with me over my complaint. NOW I see why everyone I know recommended I not go to Sears Automotive for anything. Well I certainly won't be returning.
My wife and I went into Sears in Capilano Mall in north vancouver a week ago and met the rudest manager by the name of Andy Procter (Proctor?) Not only was he short on any kind of customer appreciation but he was terse to the point of extreme rudeness. He had not a clue that the customer is king and he cost the company a large cash sale
by his extremely inept behaviour.
Not only that but my phone calls to the regional manager were ignored and I never received one reply to either the written or phone messages that I left.
What is amazing is that retailers cry about business being down yet treat good customers with disdain, unfortunately indicative of Vancouver's reputation for disgusting service.
I am not diminished by the atrocious behaviour from Andy Procter but maybe he has had time to reflect on his
caddish boorish action that day.
jerome henen
north vancouver
3/Jan /2010
I am a former Sears associate, I worked in Home Electronics, in store 02515, aka Hickory, North Carolina, Valley Hills Mall. I was terminated simply because ONE customer had a problem with me, however my CSAT (customer satisfaction rating) was #1 in my department, I had rap sheets long of compliments from customers. The Store Manager, notorious for being a ###, excuse my vernacular, takes this one customer to heart, and fires me on the spot, without any previous warnings or anything. I saw a lot of bad things go down at Sears, from the Store Manager's part, down to how some of our customers were treated, I ill advise anyone thinking of shopping at Sears.
all of you guys should get a life and stop waisting your time crying in all the notes you poste here, obviously if you not happy with something you just dont do it. Which means if you dont like sears customer service dont buy from them, go some were else but it seem like you guys never get it, so you all of you guys will always stay in a little corner crying llike babies i didnt mean to be mean but some of us deserve what we got and thats it.; stop crying and blah blah blah blah get a life and move on, , , you guys take sears like a drug...and wake up ppl it is not...
I purchased a 46" Sony bravia LCD from sears. In less than two months remote fuctions failed. A new remote was sent to me from Sony. Remote functions on TV still would not work with new remote. Contacted sear service, and explained the problem I was having. Sears service sent up a appointment with a serviceman. I was told he would arrive at 3:30 PM with the part to repair. The night before the appointment Sear called, and stated the the repairman would be at my home between 8:00 Am -5:00 pm. I had to call my boss, and ask for the day off. Serviceman arrived at 10:00 PM. Checked out the TV, and then told me he would order the same part I was told he would have. Another appointmen was set up. It would be just over two weeks from contact as was the first. That appointment is two days from now. Part was to be shipped to me, it has not yet arrived. New appointment also will be between 8:00 AM-5:00 Pm. I will have to ask for another day off. If part does'nt arrive tomorrow I will have to cancel service call. Just contacted Sears inquiring about part. No help. After reading some of the comments others have left. Looks like just the start of a good time. Sears is a sinking ship. Don't go down with it. I purchased from Sears thinking if anything went wrong they would work with me. I will hold on to that glimmer of hope.
Sears customer service basically sucks. I'll never buy another item from them and I'm making sure to tell as many people as I can how sucky they are.
Long story short...bought 2 sets of luggage last Christmas. Parts of both sets were damaged first time on an airline. Called Customer Service...Finally after talking to 10 (seriously) people, the 11th person could even find a record of my order. After going round and round with them, they told me my 30 day warranty with them was over so I would have to contact the manufacturer. Inside tag said"Manufactured in Taiwan for Sears Robuck & Co.". Several more people pretty much called me a liar stating that they don't make luggage. Okay, but this is what the tag says. Finally some overpaid arrogant dufus tells me I have to call the manufacturer IN TAIWAN. Are you serious?
Thanks anyway. R.I.P. Sears. I'm in a pretty good position to make, many people aware of your lack of responsibility. I'll enjoy passing this negative information on. I'll never spen another cent in your stores and from the sounds of all the other complaints, I'm in good company.