Feb 12th I took my daughter to sears portrait studio, @ 11:00 am the photographer had 1 customer that she was finishing up with, until she
Discovered I was a walk in. So there are no other customers, I figure, I can be next, oh no she went on to say I have a 12:oo appointment, well since it's 11:00 I can be seen, well she prolonged the cashing out with the customers so long, "she wanted to know about their vacation how many times their baby burps," well that took 15 minutes well I figure I still have time for my photo shot, wrong she took another 15 minutes cashing them out. So finally they leave no one else is there not even the 12:00 appointment. So I figure we can take our pictures, wrong she refused to take us until she was sure of her 12:00 appointment, needless to say the 12:00 appointment came 5 minutes late. Not to mention she was reading a book until they arrived. This was her productivity for 1 hour. This is a poor performance employee, she does not deserve a place in the work force, sears portrait studio is losing countless revenue with this employee's actions, I think holly's problem is pure laziness with a touch of racism. I have been a sears customer since 1985 and I consider myself a valued customer. I recorded much of my visit on my cell phone because of her actions, which were unbelievable I will send the video viral, so no other mommy will not experience a walk in dilemma it's obvious that this policy is not honored by the employees, sears should take a closer look at their staff performance to make sure policies are followed. Their are eager people awaiting such a job with this economy by the way this was chicago ridge mall (Westfield)
We bought our front loading Kenmore He2Plus a year and a half ago and it started leaking badly during a recent wash.
I called Sears to schedule a repair. It was an automated line and I was told that a service repairman would be out a few days between the hours of 8am and 5pm.
The repairman showed up and said just for showing up there would be a 70 dollar charge.
He proceeded to do the repair. The washer simply needed the rubber around the opening of the washer to be replaced. He said this was the most common problem.
Something had caused the rubber to not seal completely. He replaced it in one hour or less and charged me 214.06.
We feel this is extremely high for a simple replacement of a rubber seal. Since this is a common problem I think Sears should consider their culpability regarding these rubber seals.
Purchased a treadmill from Sears in August 2006 for $1700 and a 5 year warranty for $475. Allegedly covers all parts and service. Called to request service, sears claimed Nordictrack was to service. Nordictrack claimed extended warranty was covered by Sears. Spent 50 minutes being transferred between companies - Sears claimed they had no record of the warranty. Finally put in queue for UTS (Universal Technical Services) and was on hold for one hour 18 minutes. UTS finally answered and said someone would call within 6 business days to schedule an appointment. Could not tell me who would actually be calling me from local area as UTS doesn't actually do repair work in my state. Similar situation with a vacuum repair, an oven repair. DO NOT BUY WARRANTIES FROM SEARS. You are better off to pay for service as you need it and pursue other channels if your product is a lemon, including paying with other Credit that protects the consumers. Be sure to document all calls, contact names if possible, technician names and alleged repairs requested. Sears business model is geared toward investors and not consumers.
I don't know where to begin, except to say that your customer service department for tv repair services are the most incompetent people I have ever encountered. Four (4) weeks ago I contacted sears to come in and find out what was wrong with my lg lcd flat panel tv. Your technician said it could be one of two things (Or both) — a bad power supply board or the main board. He ordered the two parts and asked for my credit card. I gave him my amex card and was charged $969.13 total for parts and labor - assuming, of course, that this would not be put on my amex until the tv was repaired.
I received two (2) boxes - assuming they contained the 2 parts needed. As instructed, I called your service department, told them I had the parts, and they sent out a technical to begin repair. Surpise! Your supplier sent two of the same part - the main board - no power supply which was needed. The technician couldn't do anything that day and advised me that the part I needed was back ordered until 2/5. This is where the nightmare begins.
The very next day (1/29 or 1/30) your customer service department called me to schedule a technician to come in to repair my tv. Of course that was not possible seeing as I didn't have the part!!! Not only did your cs dept. Call once that day, but called two more times and three times the next day to schedule an appointment. How stupid and inept is this? That's only the beginning! On the 5th of february I called to see if the back-ordered part came in. Your cs dept said they would check with the parts dept. And someone from there would call me back. Never received a return call. On the 8th (Monday) I called again and was disconnected twice! Again I was told someone from parts would call me. Did not happen!
Please bear in mind that each time someone from sears called me, I had to repeat the same information about the appt., the part, my address, phone number, problem, etc., etc.
I called again today - the 9th of february - and was told the part expected to ship on march 1st - over one month later than expected. I went on line and found the part myself and ordered it.
The worst part is my amex card was charged on 1/28 for the full amount. I disputed this charge in lieu of the fact that I did not receive the required parts, nor did I receive the service I was charged for. Please, please do something about your customer service department. The right hand doesn't know what the left hand is doing there!
Here's a copy of an e-mail sent to Sears customer service:
Four and half years ago, we built a new house and bought all Sears Kenmore Elite appliances - Dual Fuel Range, Side-by-side refrigerator, washer, and dryer.
We choose Kenmore products because we have always had Sears appliances and they have always lasted for many years. We were excited to purchase those appliances even though we could have purchased other brands from other stores.
However in those same four and half years, our refrigerator had 3 service calls, was final declared a lemon and replaced with a new one. In the last 6 months, the washer was repaired because it was leaking water, and the dryer was repaired because the sensor switch broke. Last night I needed to schedule a repair for the range, because it started spitting flames and it appears there is an electrical short in the light sensor on the door. Needless to say these past four years have been very frustrating for us. We have spent between $250-$500 per year for service calls and repairs. These supposedly durable goods have proven to be less so.
I explained all this to a "customer service" representative on the phone. She offered to get us on a cancellation list so we may not have to wait until next Monday to get our range fixed. This is not the customer service I was really looking for. I'm tired of spending money to have appliances that should have lasted 10 years, fixed in less than five. It has really become unacceptable.
This e-mail is my last attempt to get some consideration from Sears concerning these issues. At this rate I could have replaced two of the appliances from another retailer for the cost of fixing what should have been excellent products. I don't want any more calls to "extend our warrantee", I want the products I bought not to continue breaking in less than 5 years. And if that can't happen I would just as soon look to purchase other products than continue to sink money into the Sears repair black hole.
I ordered a replacement screen for my Hitachi 57" TV on Monday February 1 and paid extra for expedited shipping so I would have my TV repaired before the Super Bowl (I accidentally ordered the wrong screen a week earlier, but didn't realize it until it arrived [it actually arrived, unlike the correct one]). I figured with expedited shipping I should have the screen Tuesday or Wednesday. Wed. rolls around and I still have no screen and my order status has not been updated since Mon. so I get on their website and chat with one of their CSRs. He tells me the part was backordered even though it says on the site it is "In Stock", but would ship later that afternoon and I should have it Thursday or Friday. He said if I don't have it Friday to contact them again. Fri. comes and still no screen so I get back on there and chat with another CSR who tells me that it is still backordered and she doesn't know if it has shipped or not. She says she will request an order trace from the vendor be sent to my email address. I wait a couple of hours and I receive no email (I still have yet to get an email from anyone). I get back on the site and chat with yet another CSR who tells me that the part DID ship on Wed., but they don't have a tracking number and I should have it on Monday and she will refund me the difference in shipping. I said if it did in fact ship then there would be a tracking number and she said that's not always true (bull. It's UPS, they always give tracking numbers). I was told that if I didn't have it on Monday I should contact them again and they would reship it. I asked how can they reship it if it was shipped on Wed. She said they would reenter the order in the system, but there was nothing they could do until Monday. So basically, I'm getting the runaround from all of their customer service reps and nobody truly knows the status of my order. I'm being told to wait a couple of days everytime I talk to them. Come Monday if there still is no screen I'm calling, demanding a refund, and filing a complaint with the BBB. If they refuse a refund then I'm filing a claim with my bank. I ordered from Sears because I thought they were reputable, but I've had better luck dealing with guys on eBay.
Had purchased glasses from Sear Optical about 6 months ago. Paid for scratch resistance, glare resistance and...
Due to economy and personal finance issues, I had to setup payment arrangements on my Sears account. At the time the arrangment was made, Sears was full aware of my account and past due status. I was explained that if I setup monthly automatic payments for a specified time frame, at the end of the time frame --- my account would be in reinstated and resume a normal payment schedule. I fulfilled my end and monthly payments were automatically withdrawn from my bank account. I am at the end of the agreed time frame and now being told that my account will not be reinstated. The reason for the account not being reinstated is too many past due payments --- taking into consideration that I was on automatic payment withdrawals. Ultimate conclusion - Sears Collection Department made false promises and basically lied to collect money. Understandably, the money is owed. But deceiving customers that in my case have been a loyal customer for years in not right. Basically Sears Collection protocol is to make empty promises just to collect their money without consideration of prior year loyalty and kick a person when they are down. By the way --- was told Sears does not have a complaint department. That's one way to not have to deal with false promises!
I recently purchased the 3 person sauna from Sears with high spirits and expectations. Figuring that I am purchasing a product from a well known and respected home improvement center, I figured I would be getting an A+ product. For $1, 995 I could get a 3 person sauna that would help with my arthritis and my wife’s back problems…..or so that’s what I was told.
I’ve had several surgeries on my right knee, and I constantly suffer from chronic arthritis. My doctor informed me that Far Infarred heat would help alleviate the pain and help in detoxify my body. The salesman from Sears said that these Carbon heaters in this sauna would alleviate all my arthritis pain and help with my wife’s back issues.
After waiting 20 minutes the sauna FINALLY heated past 120 degrees, this after I set it to 140 degrees. After sitting in the sauna for 10 minutes I finally produced a small sweat. 20 minutes later my timer turned off and it felt as if I had sat in a really hot car for 30 minutes. I figured that the sauna might be working out the kinks since it was new; however, after 2 weeks of use, I have nothing positive to say. There was no profuse sweating, my knee experienced a very small amount of relief, and my wife could not tell any difference with her back. With a 3 person sauna only having 6 heaters in it, how can they expect to heat the entire unit??? The salesman claimed that these Carbon heater would provide a soft constant heat; he was right on the soft part. You can put your hand next to the heater, and it feels no more powerful than a space heater! Not only are the heaters weak, but as is the wood. They claim to use hemlock as the wood of choice; however, hemlock is not a hyperalogenic wood. At least I don’t have to worry because this sauna can’t heat up enough for the wood to emit toxins. Cheap wood, cheap heaters, CHEAP SAUNA.
This sauna does not delivery what it promises to do, and for spending $2, 000 this sauna deserves an F on the report card.
-Sauna for sale by un-happy customer
Hello, I purchased a Kenmore ELite Stainless Brushed Stainless Steel Refrigerator in late 2003. I went top of the line because I wanted something that would last. Well, Yesterday I noticed everything in the freezer was thawing and a strange noise coming from the back of the unit. I had a repair man come out today and was told the Compressor is out. Repairs of over 600.00 if im lucky. After paying this amount of money for this refrigerator and purchasing an extended warranty you would figure a refrigerator would last you alot longer. When I called sears they told me that compressor warranty is 5 years and the extended warranty I purchased did not add any time to it. Then he tried to sell me another 1 year warranty for almost 300.00. You have got to be joking... What a ripoff!!! When I purchased the extended warranty THE FIRST TIME, the salesperson told me the warranty would be the amount of years AFTER the manufactures warranty expires. I am so disapointed with sears. All my appliances in my kitchen are Kenmore Elites and I Have spent alot of money on them. Never again. After doing research on these Kenmore refrigerators, I have found out that there are alot of people that have had the compressors go out. This refrigerator is a lemon and the warranty they sold me is a joke. You would think that such a large company would stand behind their products. I guess not.
this re: a cancelled transaction, I did at sears on the 19th of Dec. I purchased a 52" samsung tv with a...
My oven is a Kenmore 665.95781. It is 9 and a half years old. I had the same problem as others.
I cooked a pizza, and I noticed it was burned. Then I turned off the oven and went to get my son from wrestling practice. When I came home, the broiler was on. I tried several times to turn the oven on and off, but the broiler just stayed on. The oven got so hot I couldn't pull it away from the wall, so I went down to the basement flipped the circuit.
This oven should have been recalled.
Dear Sears, Your representative has just left my home and I am extremely upset and disappointed about the...
We brought a 3, 000 double oven from the Sears Outlet, Sears came and installed it. The oven doesn't work and we call the customer warranty line and no one can help, they have hung up on us several times, we have been on the phone for several hours no help. We paid 300.00 for Sears to install the oven plus delivery fees and haul away cost. Now we have no oven and no one to help us get our money back
On January 6th 2010 we requested service on our 10 month old Kenmore refrigerator freezer from Sears. Our second warranty repair.
This time the unit blew out the control panel which regulates the temperature and the unit was already warming up.
After speaking with the scheduler I was told the soonest we would see repair would be the afternoon of January 14th (8 1/2 days later.)
I explained that this was a problem as our perishables would be destroyed in a few days and we required the refrigerator to cool insulin and another drug used by a kidney dialysis patient. The agent put me on hold and insisted that was the best.
When I asked who would pay for the lost food I was told that there was a $250 refund available under warranty. I was told to ask the technician for the form and to fill it out and return it at the time of the repair.
Since I had 8 days to wait I did my best to expedite the service in the meantime.
One individual (who worked in local repair) said that some areas were backed up two-three weeks and I was lucky it was just 8 days. Hardly a selling point and as my food was melting I felt anything but lucky.
If I would have been told at the time of sale that this type of dreadful response was normal I would have left the store instead of buying the unit.
I would assume 99% of your customer base would do the same.
i began researching complaints made by others online and saw that there was an email address that kept recurring [protected]@searhc.com. Whenever they found a complaint online they posted a cheery little response advising disgruntled customers to work with them to resolve the complaint. I emailed my problem
On the 6th day of my wait [protected]) I received a phone call.
A rude individual by the name of “Edwin C.” called to help.
His take on helping was that he would call me back after the original repair date to make sure that they fixed it. I explained that this wasn't helpful but if I needed any help filing the food loss claim I would keep his number.
He then informed me that there would be no compensation for the hundreds of dollars worth of food that melted. I explained that I had discussed this on my original call and had mentioned it in subsequent calls to expedite the repair.
He said they were wrong and we would have to assume the loss.
Naturally I was irritated and when I expressed my irritation he finally offered two options.
1) He would send us a check for $100.
That was better than nothing but still unacceptable. I wanted what I was promised and $100 didn’t come close to paying for our loss.
2) He would give us a 2nd year of warranty for free.
This wasn't helpful as we already had a free 2nd year of warranty service because we purchased it with a Visa card that included a double warranty up to one year. Besides who in their right mind would tolerate service delays like this twice?
He said that was all he could do and I said I may take this issue to small claims court. At which point he told me "If you're going to take that attitude I'll hang up on you.
Before he hung up he promised to follow up with me following the repair on the 14th to make sure I was pleased.
Further efforts to expedite the repair were useless.
January 14th finally arrived and the repairman came as promised at 2:00 PM.
Although I described the exact part that failed the service tech didn't bring one on the call. He was however helpful enough to check with a local supplier in Dallas who then couriered the part the same afternoon. He promised to make one other call then swing back and fix it shortly after 5PM
The parts arrived at 5:15PM
At 5:20 I received a call from the tech who apologized and told me that he was told he could not return until Monday January 18 to complete the repair so we would have to wait another 4 days without refrigeration for our food and medical supplies. The routing department in Ft Worth said he could not come because they would not pay the overtime. (15 minutes to complete the repair.)
I asked for the name of that individual to call and was told she was gone for the day but was given the number.
As a last resort I spoke with the local Sears store (previous calls were unsuccessful) here in Plano and spoke with Patrick who is the Appliance Manager. He pulled strings and got the call rescheduled to Friday (Jan. 15th) and apologized profusely.
The next time I spoke with "Sears Cares" Edwin called me on January 18th and asked if I was pleased with the service. I told him in no certain terms I was extremely displeased and would never buy another product from Sears.
He insisted the service was done as promised on Friday.
I corrected him because his notes were again incorrect – the promise was Thursday and then later Monday.
I reminded him that he didn't bother to follow up on Jan 15th as promised and he had done absolutely nothing to help alleviate the problem.
Then the lies continued. I asked to speak with his manager. He informed me he was THE manager. I asked for his last name. He advised me he "didn't have to tell me". I asked who he reported to and he informed me it was Bruce Johnston the CEO of Sears. I told him I believed he was lying to me. Silence on his end. I asked if the CEO did his performance review. After a lull he said "No, that's done by the Board of Directors" another obvious lie. I asked again for his manager's name or to be transferred he said he couldn't because he didn't know his managers phone number.
This has been the worst service experience of my life.
I will never buy another Sears product and will warn everyone possible that they should consider my experience before spending hard earned money with Sears.
After researching other people's complaints online I realized how much the service at Sears has degraded. As one person put it "They're not the same company your parents bought from". That is so true.
I worked at Sears scheduling service calls when I was working my way through college. In that entire time I was never asked to be transferred to a manager because this type of response was unheard of and wouldn't have been tolerated.
Sears is one of the largest resellers of appliances in the world.
To expect customers to wait 12 days to fix an in warranty refrigerator-freezer is ludicrous. To expect warranty customers to absorb the loss of food on top of that just throws salt in the wound.
Don't do as I did and trust these jerks, you'll regret it just like I do.
I am in the process of having my kitchen remodeled, and purchased a Sears induction cooktop. When they went to install it, my contractor saw a recommendation in the instructions to use a 'Granite Countertop Kit' if installing on granite. We looked it up online, and found it for $92.08 at Sears Parts Direct, but there was no description of what was in the kit. We chatted online with Joyce, who couldn't give us any more information than we had. We spoke with a customer service rep, who also told us that he had no idea what was in the package, but that we obviously need it if installing on granite! I asked to speak with an installer, who would certainly be familiar with the installation kit, but that is apparently impossible unless you are paying him to do the installation. I had purchased the cooktop 2 months earlier, no one asked if I was installing it on granite, and there was nothing on the box to indicate I needed an installation kit. Then they wanted to charge me $40 for expedited shipping! I got them to waive the shipping cost, after some cajoling. The kit arrived, and contained one 300ml tube of Silicone sealant ($5.44 online) and 6 L-brackets! You're supposed to choose the 2 that best fit. (Two were already in the original cooktop box, and my contractor said he couldn't use any of it, anyway.) With tax, it was $98.54!!! So, they insisted I purchase an unkown kit for $100, which proved worthless, and contained about $10 of product. No wonder no one was willing to admit what was in the kit!
Has anyone ever dealt with Sears, and having damage done to house while
they made a delivery? Trying to deal with my small local sears has not been easy.
Does anyone have any suggestions, or know of how to surpass my small local Sears, and go to a higher level? Any suggestions on how to deal with this most effectively?
This evening I called customer service dept. regarding a $45.00 charge that apparently is now being applied to Sears charge accounts as an annual fee. My father who is 85 and very ill with Parkinson's Disease is not able to verbally say that he no longer wants the card, and even though he has not used the card for years, my mother who is able to say that they know longer need the card, was also not able to close it out over the phone. We were told that it would be necessary to send a power of attorney paperwork to Sears and then they could do it.
I feel that this is terribly wrong, to put older people through this. Also, how unfair of them to charge a $45.00 annual fee for someone who has not used the card in years. I wonder how you can get away with that...and hopefully when some of you are older, you will not have to go through this type of stress.
Anyway, we will go through the hassle of the paperwork, as we were told that if we did not pay the bill we would be sent to collections...so "Kennedy" the supervisor who might be reading this now, says. He also says there is no one higher than him to complain to...so we will comply, although, there truly must be someone else who oversees his department.
My mom no longer wants anything to do with Sears, and I too, will cancel my Sears card as I do not want to go through this hassle someday myself.
I ordered a Schwinn Eliptical in the beginning of January worth $1500 at 1/2 price, so $850, incl. taxes. They called today and said it was ready for pick up. I went to get it, they put it in my trunk and I came home. My husband was going to take it out of the car, when i noticed it was the wrong item. I called them on my way back to the store. They told me that they substituted it for another brand because what I ordered they couldn't get. They gave me a Natulis worth $999 and now selling for $749. Do the math. Anyway, the store manager was a ###. His english was poor and he was an arrogant, little chinese man, that could only say that I should go on google to see that this one is better. After the millionth time, saying that's not the point, that they should have told me that i wasn't gettin what I ordered at receiving. It was totally unethical of them to throw some piece of ### in my trunk instead of giving me what I ordered. His two little ### sales ladies came out and ignored the whole thing, saying it wasn't their fault that it was the manufacturers. Who really cares, I gave them $850 didn't I? Sears gladly took my money didn't they?? So now I'm left with a poor quality product...yes mr. ###head, I googled it...and yes...it's a piece of ###, like I said. At the end of the day...I will NEVER BUY ANYTHING FROM SEARS. Pay an extra $20 and buy your products elsewhere.
In the line, there was another customer who had the same problem. He was sent his a week ago, so they store DID know that there was a problem, but instead of taking their thumbs out of their ###, they keep putting the product demo on the floor and in the flyers to con more consumers. Be aware, SEARS SUCKS ###, it shows on the Sales Managers breath!
I tried to apply for a credit card, a card that you only can use in the store. The online service just puts you on a halt and sends you a messege saying they will decide if you get it or not, and you know that is bull and they will not give you a simple card from a place called Sears. Their system and the way they created it is very strict and is not very user friendly especially the online site. Their customer service is awful. I wish things will just lighten up there. It's like you are calling the Navy Exchange and you have to be in the Military to get a Sears card.