Replied
scam and rip off!
We have bought all our appliances from Sears and we have had no complaints until now. We bought a brand new stove that was delivered to our home while I was at work , my husband was home and let the men in little did we know that they have delivered a damaged stove to us. I not having a new stove in over 15 years, I thought it was just me needing to get use to a new stove. I kept trying different things to get my cakes and bars and hams and turkeys to bake right they would get burned on the back side of the stove and be still not done in the front of the stove. I did call the store and talk with the manager and got no satisfaction from that. Now we are having problems with the top burners, they will not light, they click and click because it is a electric start gas stove ( Kenmore) but will not light.
We have had a repairman come out now two times he has to come back again with parts for the burner. We purchased the extended warranty. I have called the sears store again to inform them that their manager did not get back to us after he sent out a inspector to see the damaged stove, that we informed him about, only to find out that he is no longer in that position at that store. I really love the appliances that we have purchased from Sears and we have this one compliant and would like to have a new stove that we paid full price for instead of this damaged stove that someone else might have ordered and we got instead.
I would really like to be acknowledged about this instead of being told that they will have to investigate this and then never getting called back, it is like being nonexistent, and unimportant.
The complaint has been investigated and resolved to the customer's satisfaction.
We apologize for the troubles you been having with your stove and the repair of the same. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to look into this further and provide you any necessary assistance in getting this issue resolved. Please send the following information – contact #, screen name (Marie Jungroth), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.
Thank you,
Edwin C.
Social Media Moderator
Social Media Support Team
Replied
extremely poor customer service!
My husband and I have been a sears customer, especially for tools and appliances, for over 20 years. I will never, never, never purchase another item from sears, and it is entirely due to their customer service. we purchased a top-of-the-line high-efficiency (he3t) washer and dryer from sears in 2002. I have been extremely happy with the product, and extremely disappointed with the service. because I spent so much money on the washer and dryer, and because I have a husband and 2 teenage children, one of which plays baseball, I naturally purchased the service agreement because, according to their website, "a protection agreement can provide you with peace of mind by knowing that if a problem occurs with your product, you know whom to call to take care of it right away." in the 7 years that I have owned the washer and dryer, I remarkably have only had an issue that required service 3 different times. the first issue was with the control panel on the dryer right after we bought it. I got a service appointment scheduled within a week, and it was repaired within 2 weeks - hooray!
The next 2 service issues, however, were a complete disaster. my washer stopped running, and it took 7 weeks to get it repaired. of course a part had to be ordered after the first technician came out to determine what was wrong. the technician never showed up for the 2nd appointment to install the part. after 5 phone calls, I managed to get an appointment rescheduled for the next day (saturday). because I had spent all of friday at home waiting, I had to run an errand on saturday morning. I left my 17-year-old daughter and 14-year-old son at home, with my neighbor on stand-by in the event that the tech showed up while we were out. my appointment was canceled after the tech called and simply asked for me and my daughter said that I wasn't home, and there was no one over 18 currently in the house. it took another 8 calls, and a threat to drop the washer in front of the store where we purchased it, to get someone to come back out that day - with no apologies from anyone from sears. my dryer then stopped working the week after christmas this past december. I called on 12/31, and the earliest appointment I could get was almost 3 weeks later - 1/18. of course, the tech did not have the replacement part that was needed, and it took 1 week for the part to arrive. so when I called after the part arrived (as I was instructed to do), I could not get an appointment for another 2-1/2 weeks. no matter how many different people my husband or I spoke with, we could not get an earlier appointment, nor did we ever get an apology.
The appointment was scheduled for 8-12 on a monday. at 11:45, I called customer service to find out when the technician would arrive, and was told that all they could do was send him a message. 1 hour later, with no response, I called back again, but only got the same response. at 1:40, the technician himself called and said he was on his way and would be here in 20 minutes. at 3:45, when he still was not here, I called again, and refused to hang up until I was told when the technicial would arrive. I was finally transferred to the warranty service scheduling department (which, for future reference, you need to ask for first). I was told that he had just arrived at the appointment before me. at 5:45, when the technician still had not arrived, I called again, and was told that he had arrived at the next appointment before me at 4:40! the technician finally showed up at 6:50 p. m. - now remember I had an appointment for 8-12 in the morning. I was told that I had originally been #6 on the technician's schedule - and one of the calls he had was over an hour away from where he and I both live. according to the technician, all of his appointments were "8-12".
Then, when the tech finally arrived, he informed me that he needed to order another 2 parts! although the technician placed an "emergency order", I was told by everyone I could speak to at sears, that they no longer expedite any parts orders. so, the additional parts will take another week to arrive, and the earliest next appointment I can get is two weeks from now. interestingly enough, I was told by both technicians that parts install appointments take priority over initial service calls. sears, however, told me emphatically that this is not true, and I was not able to get an appointment scheduled any earlier than if I was scheduling an initial service call!
No one that we have spoken with at sears has apologized. no one is able to authorize an expedited shipment when it was the original technician's fault for not ordering the correct parts. no one is able to schedule an appointment that is convenient for me, or even guarantee that I am first on the list. by the way - don't believe it when they tell you the appointments are scheduled on a first-come-first-served basis - the routing department schedules the technicians appointments each day for the following day. so even if you are the first to schedule an appointment on a given day, you could end up being the last appointment. and "scheduled between 8-12" means absolutely nothing.
So, why did I buy that service contract? oh... because it would "provide me with peace of mind" knowing that my issue would be "taken care of right away". sorry, but my definition of "right away" is much quicker than 8+ weeks. do not rely on sears service. the few dollars you may save on sears appliances is not worth the frustration and anxiety you will experience in the event that you need it repaired.
The complaint has been investigated and resolved to the customer's satisfaction.
We regret that your repair service went so poorly. Customer service is extremely important to us, we want to make sure our members are recieving the outstanding service that they deserve. We'd like a chance to make things right. Please send your full name, mailing address, and phone number (associated with service) to searsservice@searshc.com. If possible, please also include the link to this post.
Best,
Sears Member Service
Please accept our sincerest apologies for level of customer service you have received with our repair service. Per our records, we recently reach out to you on a different website on 02/08/2013. I will forward your post over to your case manager for review. Again, we do apologize for the inconvenience and look forward to speaking with you.
Thank you
Liz R.
Social Media Moderator
Sears Social Media Support
I came across your post and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Social Media Support Team. I can see how important it is to have your washer repaired in a timely manner. In addition, I can see how frustrating it can be to schedule an appointment and our technician did not show for the repair. We would like the opportunity to have a dedicated case manager speak with on your experience. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Sears-Never Again) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Sears Social Media Support Team
I'm so sorry that you are having an issue getting repair for your air conditioner. We consider air conditioner repairs, especially in a heat wave, high priority and we'd like to help resolve this issue as soon as possible. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Lou Goddard) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I saw your comment here and I wanted to reach out and apologize for any inconvenience that we may have caused you. If there is a specific situation that has got you upset we would really like the opportunity to assist you.
My name is Misty with Sears Cares and we would like to get you in touch with a personal case manager to resolve any concerns that you have. At your convenience, please contact my 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 the item (s) were originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (MD Tech) listed on your site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
SEARS KENMORE ELITE REFRIGERATOR (MADE BY LG) COMPRESSOR DIED ON 7/14/2021. SEARS EXTENDED WARRANTY PERSONNEL SAID ITS PROBABLY THE COMPRESSOR. THEY OFFERED TO SET UP AN EMERGENCY REPAIR VISIT FOR 7/28/2021. THIS VISIT WILL BE ONLY TO DETERMINE IF THE COMPRESSOR IS BAD. THEY, THEY WOULD ORDER THE PARTS AND WHEN THE PARTS ARRIVE AT MY HOME IN ABOUT 1 WEEK OR LONGER, I WAS TO CALL FOR ANOTHER REPAIR APPOINTMENT. THE CURRENT WAIT FOR AN APPLOINTMENT WAS ABOUT 2 TO 3 WEEKS. HERE IS MY COMPLAINT. THIS IS A REFRIGERATOR AND THE FOOD GOES BAD IN A DAY IF THE REFRIGERATOR DOES NOT WORK. TO WAIT OVER A MONTH TO GET THE REFRIGERATOR FIXED WAS OUTRAGEOUS. I CALLED A LOCAL REFRIGERATOR REPAIR SHOP AND THE REFRIGERATOR COMPRESSOR WAS REPLACED IN 3 DAYS AT A COST OF $600. SEARS OWES ME $600 FOR THE REPAIR BECAUSE THEY DID NOT OFFER TO REPAIR THE REFRIGERATOR IN A REASONABLE AMOUNT OF TIME.
Sears outlet sold me a washer that was rusted out! I bought my maytag washer in may 2020 and the damn thing went out (stopped working) in july. a repair tech has been out. i've been talking to customer service and still no resolve. this is horrible. i'm ready to drop the washer off in front of the place. i've been promised a callback and all they do is transfer me around to different departments. the repair tech says he ordered 3 parts. 2 I received and the other on back order. I asked how much longer will it be before I receive it and the csr team says they don't know. go figure! I hate that I purchased from sears
JoAnn D Samuels has not received refrigerator repair and the name Patti Larimore should be Howie Samuels.
Sears has not lived up to their refrigerator service agreement with my 89 year old mother, JoAnn D Samuels. My mother signed a $1, 999 2 year service agreement 8/1/2020 and can not get repair of her refrigerator for over two weeks now. Do I have to file a suit against Sears for no contract violation? Respond with service at [protected].
My Oven is a GE Model JKP20B0F2BB, Single Self Cleaning Wall Oven. In June, 2020 a Sears technician ordered part, GE WB08T10002 Oven Light Housing Assembly the second week of June 2020. I have since been informed that the part is not available by any of Sears suppliers. I have called and waited in excess of 1.5 hours or more to speak with a person only to be given another telephone number to call regarding my oven. I last spoke with a person last Monday (July 13, 2020). The person I spoke with advised that because of all the steps taken, I may qualify for a replacement of my oven (Under warranty). The person said that I would receive a call within 3-5 business days from her manager regarding what action(s) is being taken to resolve my oven problem. It has now been more than 8 business days and no one has called me about my oven. Also, I called this morning (July 20, 2020) at 7:00 am MST and was on the phone again for more than 1.5 hours and no one answered. My oven problems was first report in June 2020 and to no avail, my oven problem still exist. I respectfully ask that Sears resolve my situation ASAP. My contact information is Clarence A. Branch, [protected], Email, cbranch1980@aol.com.
well 5 years ago I buy refrigerator to my daughter 2 month ago stop working I call to my handy man he look and he say this is sear warranty is the compressor they have to change it from this day I have 3 technician coming looking and each one of them cannot solve the problem. well my daughter have 3 kids she have to use refrigerator for her m.l.s shuts
every time you call to sears the give you a deferent date different technician we are seek and tire Kenmore company you repletion now is zero because of sears and dear customer don't buy from sears there warranty are no no no good there technician are "clowns" they are no technician they don't no to do noting
lessen dot buy problem go to anther applicants store
thank you
My mother-in-law is going through an absolute nightmare with Sears right now. She bought a new refrigerator from them about a year or so ago, and paid for an extended warranty on it. It stopped working sometime around the end of June. She called, the first repair appointment was a no-show, so she called again and finally got a repairman out. He looked at the fridge, said there was nothing wrong with it and if there was he couldn't find it, and left. Not sure if he was insane or what, but the fridge and freezer were WARM inside. All her food had to be tossed. She starts calling them again. Takes FOUR days for her to finally reach someone; according to her she'd be put on hold for hours at a time until she gave up. This time they tell her it'll be ten more days before someone can come out. Ten days. At that point, she'll have gone two and a half weeks with no fridge. This is an elderly lady who doesn't drive and can't go to the store every day for ice and perishables. She had a cooler on the kitchen counter and my husband had to go to the store every single morning to buy a bag of ice for her, and something to eat. It was like a tailgate party, but no fun at all. She finally breaks down and buys a little mini fridge so that we aren't having to constantly bring her ice and food. The ten days go by, and...you guessed it, no call, no show again. My husband calls them yet again. This time they assure us that she's 'priority' and they'll have someone out the next day for sure. Guess what? Yep, no show yet again! It's now three weeks and three no-shows for repair calls. I keep trying to convince her just to consider it a lesson learned and call an appliance repair shop to come fix it and forget Sears and the useless warranty. She instead wants us to take her to the local Sears where she bought it and try to return the fridge for a refund. I'm sure they'll send her packing, but it would be nice if they would at least refund the $400 she paid for the useless warranty on it so she could pay to have someone else come fix it. I feel kind of like Sears is ghosting us or something.
I'm dealing with the same thing for a Father Day gift bought online at Sears and trying to return because it was the wrong one. They are giving me the run around, Customer Service Takes Over 45 min's to just hang up on you and say Call back at a later time, they will not pick up Phone. I hate the online Chat but did it and they said they will send a return Label twice now but haven't. I have the Chat Logs and I'm going to call there Head Quarters and Close my account and I'm going to turn them into BBB because of the Customer service is horrible I would suggest you all do the same that haven't. I have been a customer of theres for 30 + yesrs everything appliance in my house and outside my house has been bought through Sears but I don't know what has happened to this company but they have lost a loyal costumer. Deana Metzger.
We’re extremely frustrated with the way Sears Home Services is currently handling our service call for our refrigerator that’s stopped working. We placed our initial service call back in April and we’re still waiting for our refrigerator to be repaired.
Two weeks after initial service call the technician shows up and after 30 minutes, says new parts need to be ordered and he’ll have to come back.
Next appointment is scheduled for another two weeks out.
Parts show up within the week. Same technician from previous visit shows up another week later – and declares the wrong parts were shipped. Reordering for parts and next appointment is scheduled for one week out.
Parts show up within the week and a different technician now shows up for the appointment. Takes about 10 minutes before she tells us the ordered parts are wrong -!
At this point I’m looking around to see if I’m being pranked. “Correct” parts is ordered by this technician and next appointment is scheduled for 10 days out.
Again, parts show up and now we have the original technician back for the appointment. 10 minutes later….. I bet you can guess what happens next!
We’ve just received another shipment of parts and waiting for the technician to show up for our appointment next week.
It’s now the first of June and we’re still without a working refrigerator.
Attempts at escalating to management has been unsuccessful. Speaking with the complaint department proved to be useless.
We’ve been long time customers of Sears, as well as renewing our Sears Home Services agreement several times over.
We will never, never, never purchase anything from Sears again.
I too have been a customer of Sears for over 40 years. My father used to take me to Sears and always told me this is where the best tools, washers and dyers are to be bought. I have always had a Kenmore ever since. On April 19, 2019 was the first time I have had the worst service. I purchased the bundle for washer and dryer maintenance service. They gave me a window of 10am to 2pm. The tech finally showed up at 4pm. He then informed me the only thing he was going to do was vacuum out the lint catcher on my dryer and run a cycle on my washing machine. I should him the website https://repair.searshomeservices.com/maintain_clean?sid=HSRxEm8888203342&utm_source=promo&utm_medium=em&utm_campaign=hsr-mnt&bxid=967174122 and told him he was supposed to clean both appliances. He did take the front off the dyer and vacuum and them pulled it out to vacuum behind the dyer after I told him what he needed to do. He never touched the washer. He ran a cycle on the washer and said it was working fine. I asked him if he was going to clean anything and he stated he was a refrigerator repair tech and this was not his job. Then he wanted to charge me extra because someone put the order in incorrectly. I have all the emails where they had to cancel and reconfirm the appointment. He charged me for cleaning the washer when he did nothing. Pictures attached show the condition he left the washer in when he left.
terrible experience!
After a lifetime of being a devoted Sears customer, I will never do business with Sears again. Bought a $2000 GE refrigerator w/ 5 yr warranty. Had a problem, called Service. My mistake.
2/5/08
Scheduled svc for 2/6 8:00-12:00. Was told that I would get a call after 8:00 am. Provided my cell and home phone #s.
2/6 Appt #1
Got a msg at 7:45 am from the tech, while in the shower. No call back number. Immediately called Svc [protected]. Told them I would be out until 8:30 taking the kids to school, so to have the tech call my cell. However, he came at 8:20 and called my home phone that he was there. Got home at 8:30, called Svc again, who said they would have the tech return. Nothing. Called 5-6 times each time being told the tech would call w/in 30 mins. Finally, at 1:30 I rescheduled for next morning 8:00-12:00.
2/7 Appt #2 & #3
After 9:00 am called Svc who claimed that my service WASN'T IN THE SYSTEM! Had to reschedule for 8:00-5:00. Was told the tech would call sometime to confirm.
Called Sears [protected] to complain. While looking at my log, said that MY 8:00-5:00 SERVICE HAD BEEN REJECTED! Funny, nobody called to tell me. Said that I had to reschedule, so I asked for the (MA) District Svc Mgr. After 10 mins got a number [protected].
Appt #4
I called and was told that the Svc Mgr was not in and to call the 800 number. After insistence, a Jim Louder said that my service was rescheduled for 2/8. I told him that 3 days off from work was unacceptable. He said to schedule service for a Saturday, not caring what I had been through. I insisted on service today, but he would not commit or commit to a call back for yes or no.
So, now I will make it my goal to find someone high enough in the Sears organization who actually gives a rats @$$ about customers, so that they understand why I will never be one again. I will also spread the word so that others don't have to suffer through the Sears Service Nightmare.
Same problem with Jim, bought a stove, they sold me a converter kit to adjust to my propane. After 4 repairmen, they said the stove could not be converted to propane. Jim is blaming my gas company for converting it wrong. The liar. I have the name of the repairman who claims he has 2 other stoves like this. I'm thinking of going to small claims court!
SEARS refused to give me an adjustment for a Craftsman cordless polesaw less than two years old that no longer works. I ordered from Sears a new battery and a new charger totaling $86.00, but it still doesn't work. Sears refused to:
1)make some kind of adjustment for the polesaw either an exchange, or partial refund;
2)refund me my money for the new charger and battery even though I had receipts, stating I had ordered the charger and battery on line this month. The store manager says the individual stores cannot refund online merchandise EVEN THOUGH THE ONLINE SITE CLEARLY STATES YOU CAN TAKE ANY ITEM ORDERED ONLINE AND RETURN IT TO ANY SEARS STORE.
I walked out leaving the pole saw, the battery and the charger. I'm a SEARS "preferred" customer since 1974. Today I canceled my credit card. I will never walk into a SEARS store again. I surely miss the integrity of the "old" SEARS stores. Everything they have is made in China and of course because it's "crap" they can no longer stand behind it.
I sent a $400 diamond necklace in for repair. The repair company Sears uses said that they shipped it back, even providing a tracking number. When contacted, UPS stated that the package was never sent out. So far... 5 months later I am still chasing the missing necklace. No one from the store seems to want to get involved except Loss Prevention, whom I know personally. The jewelry manager is not helpful at all.
I too had a bad experience with the repair service at Sears. They are experts at giving you the run around. Have tried for 3 days to get a technician out to repair a water heater. I am currently on the phone with them again. I am so frustrated I am ready to just forget all warranties and pay another professional to come out and fix it. Too bad because we've been long-time shoppers of Sears, willing to pay a bit more for better customer service. Well those days are over. I'll buy my appliances and whatever else somewhere else. I wouldn't buy a pair of panty hose at Sears now.
If the person has a receipt and the warranty for said product is covered under it for a period of time (appliances is usually 2 to 5 years) then the store that they purchased it from is obligated to do something about to repair the product. Citibank/Sears credit services (boy what a joker there), can't even keep or, update their records properly. They are either incompetent, stupid (I won't insult handicap people by saying [censor]ed, the handicap people have more intellengence). I say file a complaint with the FTC & BBB then go to every (and I do mean every) news outlet and social network and nail to the wall. Either way good luck.
1. Everything breaks eventually. Unless the product was still under warranty, or you purchased an additional warranty, you are not going to get it replaced. No other store is likely to replace it for you either.
2.There are problems doing online returns in store. I probably could have done it (I work at Sears), but the vast majority of employees do not know how to process an online return. (The store manager at my store doesn't even know how to run a register.) For some reason, the in store computer system does not recognized the online reciepts, even though it is suppossed to. This is, of course, Sears's fault, not yours.
-The pole saw, the battery, and the charger were likely thrown in the garbage. I'm not sure what you were trying to accomplish by doing that. You probably should have taken them home with you and called the online customer service number.
-Sears Credit Cards are owned by Citibank, not Sears. Canceling your Sears Charge has little or no effect on Sears (but may hurt your credit rating).
-Your chances of finding products that were not made overseas are slim to none. You may be able to find some items on specialty online stores, but if you walk into any department store in the country you will be unable to find many American-made items.
if its not in warranty suck it up and move on your fault here 100%
You are correct. Sears should call it Customer NO Service. I ordered a washing machine on line and was told that it was shipped out, only to call back two days later to find out if it was delivered to the store for pickup, and was told that it was on backorder. How could it have been shipped out two day ago, if it is on backorder. They will tell you what you want to hear just to make a sale. I got terrible customer service from the 1-800 number and in the store. They had no explanation. They never even said they were sorry. No worries, I went next door to Lowes bought the same washing machine at a better price, and took it home with. It seems as if Sears could learn a few things from their neighbor. I also will never shop at a Sears again.
HAHAHAAHAHAHAAHAHA I LOVE THIS ONE OOOO BOY !
SO SEARS WHO HAS THE BEST REFUND POLICY ON EARTH WHO ALLOWS you to drag in your rusted ,broken dented ,non working 1 year old merchandise is not good enough now you want 2 years? well hell why not make everything a buy it once and if it ever dies or has a problem it os forever reefundable ? i mean that way there wont be a single store left on earth? ewhy because no one will be able to sell anything at some point in time everyone will be just shopping to exchange stuff no new sales ever ! hahahaahah
dude get off it stop being a cheap ### buy a new one !
and next time buy a replacement agreement they are for 2 years instead of the regular 1 year store warrenty this is by the way the only time ill ever recommend a warrenty is on power tools ! you can beat the crap out of em and smile when retuning them lol
so now you are going to shop somewere else lol ok well cant wait till u try and return something anywere else its 30 days partneR (: so good luck!
terrible quality product!
My husband and I were engaged to be married so we decided to renovate our home. Upon completing of construction, our final touch was to add a new dishwasher. We went to the Sears Outlet store in Santa Ana, California. Once there at the outlet store, we asked the associate for help in finding the best machine offered at that store. She directed us to the “Bosch” dishwasher because it was a “best seller” and the one they had in stock, we were told, had only “cosmetic damage” and had been put through the Sears “all-points inspection”. She assured us that the machine had only suffered a small scratch on the front panel and that this was the only flaw; we were reassured that the machine would run perfectly as it should, as if it were brand new. The unit was delivered to our home. The following day the Sears tech came out to set up the machine, after running a test he said the machine was missing a part and should never have been sold in this condition, he said he would order the part, to be delivered to our home, and he would come back in 10 days to get the machine in working order. He turned off water and machine, and said that “in the meanwhile the machine may leak a little water, and nothing more than a towel and a fan to dry it out, I will see you when the part arrives”. That night the dishwasher began to leak more and more water, and this is where our mistreatment and neglect on Sears part began.
Both my wife and I made between 40-50 logged phone calls to different entities of Sears such as, legal dept., corporate office etc. Anyone within the Sears Corp. we called and left messages only to get the run-around and completely mistreated and very rudely spoken to. We have both been long time customers of Sears, my husband has been a “Sears Plus” member for over fifteen years. He and I were saddened and disgusted, at this poor demonstration of customer service. We told your Sears employee that our kitchen was submerged under water from the machine they sold us, the machine that THEIR tech came out to help us set up, had and was continuing to destroy our home. We begged and pleaded with them (many Sears’s employees) to send any one out to help us.
We were told by the Sears employee that this was not their problem and an assessor would be out in 8 days to evaluate the problem. As our home sat in stagnant water, our new construction ruined, soaking and warping, and using our brand new towels and linens that were our engagement gifts to soak up the water.
Our entire kitchen, dinning room, living room, closets, cabinets and wine cellar area were already destroyed and sitting, stagnant, in hot water. We immediately grabbed all of our towels and sheets, any thing within arms reach to stop this destruction to our newly constructed home to absorb the over flow of water. I watched all my antiques and wedding gifts, everything we owned and valued, sitting, soaking in water.
The hardest thing to accept is that all of this could have been resolved in a much quicker manor, if procedures had been taken more seriously and done correctly, on Sears’ part. All of this destruction and havoc would not have ruined what was supposed to be the happiest time in our lives. Instead this whole event has caused me and my family NEEDLESS stress and heart ache because of Sears neglect and misconduct.
I wish I could have actually talked to someone in Customer Service with Sears about the experience that I've just had, but anytime I asked to talk to a supervisor or customer service, they would not transfer my call. So, I can't even complain to Sears since I can't even get through to someone at Sears to complain to! Quite Infuriating!
It started when I ordered a refrigerator last December (after mine broke). I told the salesman exactly which size refrigerator and which kind of door opening (Right-Hand). The salesman poked around on the computer, gave me a price, I paid for it and we set up a delivery date of January 12 (It was a special order). I got a computer call on January 11, stating my delivery window was from 11-1pm the next day, so I was happy that I would finally have a refrigerator in my house, since I had gone through the holidays with no refrigerator at all. January 12 comes and half way through my delivery window, I
get a call from Sears stating that they don't have my refrigerator. So, I ask, why was I called with a delivery window just the day before? Of course, they have no answer to my question. They said they didn't know where the refrigerator was. Hmmm... Isn't that what inventory is for? I received phone calls every day with a computer message to call Sears. So, of course, I call them back, go through all the information, my phone number, my address, etc... (mind you, you have to do this EVERY time to speak to someone new), I finally get to a representative, telling my story yet again, only to find out, there was no new information. I question why I keep receiving phone calls on a daily basis to which they have no answer. Then, I finally get a call the following week (about Jan 16th) saying they have my refrigerator and I scheduled the date for this second delivery for January 19th. Mind you, I paid extra to have the delivery done on a Saturday to save some of my time. Ironic now isn't it? So, I have already sacrificed one Saturday waiting for that call from Sears to tell me when it is convenient for them to deliver my merchandise. So, here I am again, waiting for another Saturday for this refrigerator to be delivered. January 19th comes and I see the Sears truck pull up to my house. They start to take the packaging off my new refrigerator when the delivery guy tells me we have a problem. The door opens the wrong way. Rest assured, I can use this "loaner refrigerator" until the correct one is ordered and delivered. I spoke to a Sears rep that morning after the delivery guy talked with them. She told me a supervisor would call me to get this straightened out. I wait for a few days. No call from a supervisor. So, I spend another couple of days waiting on hold, explaining my story multiple times, trying to find out what happened to the supervisor that is supposed to call me. I was told that there was no note in my record to have a supervisor call So, at this point I am livid at the fact that I can't get help from anyone and I am lied to about having a supervisor call. In speaking to yet another representative, I am told I will have to wait another 2 weeks since it is a special order. In the meantime, that past weekend, the exact same refrigerator was on sale at Sears for $50 less than what I paid. I asked for compensation for all of the trouble and time Sears had caused me in these past 5 weeks (mind you, I would guess at this point I had wasted at least 8 hours of my time between waiting for deliveries, waiting on the phone, explaining the story over and over again). I was told the only thing that could be done is to give me a $50 gift certificate to Sears. So, I'm thinking that after all the trouble that Sears caused me, I get a gift certificate and have to shop again at Sears? I find it appalling that I received no help and no compensation for my trouble, unless you count all the times I heard "I'm sorry for the inconvenience".
I am so angry at this point, I spend more time, go to the store where I originally purchased the refrigerator and cancel my order. Of course, this took about an hour since I had to explain to the employee, who had to call an 800 number, then I had to talk to the 800 number until I thought we had everything straight. So, Sears was to come to my house and pick up the "loaner fridge" on January 26th and give me a full refund. Another saturday that I get to wait around for the Sears delivery crew to come by and pick up the loaner. If only the refund included all the hours I wasted of my time on multiple saturdays as well as on the phone.
So, now all I need is to have my money refunded. I wait 10 days and don't see any refund of any kind. I call the 800 number... again, they tell me to call the store I purchased it from. I call the store, they tell me to call the 800 number. I finally convince the store that I am not calling back and forth. They start investigating the problem. Finally, I have a name and a phone number of someone I can talk to about whats going on. They then tell me that there is no record of the "loaner refrigerator" in their system. I think to myself "Of course there isn't". How many things can go wrong with this one item? After a few more phone calls, I am assured that my refund is in the mail. I have not received it as of yet, but hope the refund is the correct amount... although after this experience, I would not be at all surprised if the refund amount is incorrect.
I honestly don't know how Sears can stay in business when they treat their customers in the manner that I have been treated in these past few weeks. One can only hope a company that has such poor customer service will not stay in business much longer. I spent countless hours trying to understand where the disconnect was happening, in between calling numerous 800 numbers explaining my story hundreds of times.
So, I write this letter up and submit it to Sears Customer Service and my response from them is "We apologize for any inconvenience you may have experienced with the delivery of your merchandise. We want to make sure your issue is addressed, so please contact our Home Delivery group at 1-800-SEARS-[protected]) for assistance" which is of course the 800 number that I had called before and would not transfer me to a supervisor or customer service.
This is just the first of a number of appliances that I am going to be replacing and if you read this whole complaint, I'm sure you see where I will not be purchasing any more appliances.
I purchased a Sears Washer/Dryer unit in Sept. 2007. Within one week of the delivery, I had the repairman out there. He has since been back on numerous occasions. Just getting him to my house, is usually a good week delay, and then the frequently cancel and reschedule on me too. ANYWAY, the latest problem is going to cost $700.00 to fix. The unit was $1100.00, which Sears has spent more than that to fix this lemon so far. I want a new unit, but Sears told me they will not replace it. I didn't have my washer/dryer working the week of Christmas (and I had a lot of company), now I am not going to have it for the Memorial Day Weekend holiday, and again am having a lot of family visiting. I don't know what I can do. The warranty is up in Sept. 2008, and if (when) it breaks, I am not going to be able to afford to fix it. I am 73 years old and on Social Security with a fixed income. I could never be able to come up with $700.00 to fix this thing.
So the water to the unit was turned off, yet it still leaked water somehow. You didn't question this when the tech was out? Use some logic people! Seems obvious to me that THE WATER WAS NOT OFF! DO you not have some basic sense or knowledge of your own home on how to turn off the water to specific rooms or fixtures? I'm amazed at the lack of common sense from the average consumer.
tried to jack the total up over $260!
I am a skilled home repair/remodeler who had the misfortune of dealing with Sears delivery. We ordered a dishwasher from Sears about 3 weeks ago. Old one is burned out... get a new one... easy replacement... shouldn't be any problems. 300 for the dishwasher... and an extra 140 bucks for INSTALLATION. I'm takin' the day off and I'm gonna let Sears wrestle with the dishwasher.
So they are here right on time and some guy gets out of his personal dented pick-up truck in sloppy shorts and a beat up t-shirt. Comes in.. takes one look at the sink... and says, "I'm gonna need to drill a hole in your sink (in addition to the one thats there) that'll be 184 dollars. Plus air gap kit extra 86 dollars." I said, "There's a hole there now - just use that one."
He says, "Nope, the hose will kink, your garbage disposal is facing the wrong way." So I said, "Our old dishwasher never seemed to have any trouble with a kinked hose, what's the problem?'
It was right about now that I'm figuring that this guy just wants extra money, and without any extra money he isn't going to do a thing. So I checked him by asking, "Can you just put the dishwasher in the slot. Hook up the water lines and I'll take care of the air gap?'
HE SAYS NO.
So I asked him what the hell the 140 INSTALLATION charge was for. No reply of course. I told him if he cant get Sears to refund the "Installation" charge, to just keep the dishwasher. He called and got us the refund. We only paid a 35 dollar delivery charge. He left the dishwasher in the garage.
Needless to say, I installed the dishwasher myself... no problems, same hole for the air gap, hose is in no way "kinking", and I even found out they make an under the counter air gap which require no holes at all. So I never did get an installation professional here. What I saw that day... was a con man with my dishwasher.
Sears sucks.
Same story. I bought a dishwasher and had Sears deliver it. Expensive, but convenient. My wife was home with they showed up, and it wasn't Sears employees, but local plumbing flunkies. They immediately declared the old dishwasher hookup to be "not to code", and said they would have to charge another $250 to do the job. What could my wife do? if she had pressed the point, they most likely would have left with the dishwasher, and it would have been a time consuming and expensive effort to get someone else to install the thing. So she gulped, paid them, and they installed the thing and were out of there in less than an hour. Maybe the ancient dishwasher hookup wasn't up to code, but it is fishy to say the least that they use that as a pretext to double their price for less than an hour's work. As Mrs. Wright said, neither Sears nor their flunkies are ethical. Needless to say, the Sears representative I spoke to about this was unsympathetic to the point of rudeness.
Totally agree. Terrible experience with Sears delivery. This past Saturday was the 3rd attempt to deliver our refrigerator. First, wrong one. Second one, damaged. And now the 3rd one, also DAMAGED. The delivery guy says he told the people at the warehouse that he didn't want to take it because it was obviously damaged, and they told him to try and deliver it anyway. What the heck? Were they trying to slip another damaged one by the customer. Did they think we wouldn't care, or did they just not want to have to deal with it? The delivery guy felt like he was getting stuck in the middle and the warehouse didn't want to talk with us. Sears customer service was completely unprofessional, could not help, other than trying to order another one. Never apologized. When I asked to speak to his supervisor, he put me on hold for a 1/2 hour and no one ever came back. I'm even madder now and dealing with the Sears appliance center in Tampa to try and get this resolved, but let me save you the aggravation if you're considering buying from Sears. DON'T DO IT!
Wow, the dishwasher fiasco sounds almost identical to mine. Too long of a story to get into and tired of talking about it. But yes, Sears and the installers they use are not very ethical.
I agree. SEARSsucks is a rip off. Double oven started giving F7 error. Tech came out and said I hear you're getting an F9 error. I said no - F7. He said it was the control board. Ordered a new one. Next week different tech came out and installed the new board. Less than an hour later the new board was giving the F7 error. After I had paid SEARSsucks $575.28. Now they're refusing to refund my money. They will send a tech to remove my new board but they won't give me back my old board or my money? Sent a complaint to the Governor's Office of Consumer Affairs. There are tons of websites regarding the Kenmore F7 issue. It's more of a product defect that they won't discuss. NEVER buy from SEARSsucks
defective electronic control board!
I just paid $271 to repair my Sears "Elite" Evenheat Dryer. Several months ago I received a card stating there is a Class Action Law Settlement for the make and model that I have. This law suit was for a malfunction of the "Electronic Control Board" . The deadline to respond was Jan. 16, 2008. My dryer malfunctioned on Jan. 13th, 2008. Sears repair could not schedule a appointment for almost 2-weeks. I missed the deadline date to submit my complaint which was a defective "electronic control board". Now I'm not sure what my options are to get reimbursed for something I feel I am entitled to. I've had this dryer since Sept. 2003, but, I only use the dryer about 6-8 hours a month because I do my laundry at my daughter's house (I keep house for her). This dryer has had very little usage!
oven door won't close all the way!
Bought a Sears Kenmore gas range and did not take delivery till about 6 months later as we were remodeling a house. A few months later we installed it and I slowly discovered that the oven temperature varied widely by 30 to 60 degrees. I thought is was the digital display problem, and bought an oven thermometer so I would know what the temperature really was so I could bake.. Then I finally noticed that the problem was that the oven door was not closing all the way. The heat was leaking out and that is why the temperature varied and it took twice as long to bake anything.
The repair person said that this is a hinge problem and Sears is well aware of it, but will not do a recall... Since the stove is a few months out of warranty WE are responsible to replace the hinges which were a factory flaw to the tune of $200. There has also been a problem with the digital controls and a replacement for this with the hinges will cost almost $500.00 So we have a one year old stove that has been in use for only 8 months and we are going to throw it out and buy something else and NEVER by a SEARS appliance again...
refusal of repair!
Once again sears does it. 5 months ago they tried to void a 5 year warranty on a washer that was 6 months old. The repairman ordered $1500 worth of parts turned out to be a belt! This time its a dryer same repairman called to tell me he was on his way to the repair then he informed me that he knows I am abusing the washer and dryer and flat out refused to come out and fix it. So basically I am at square one again. How can you claim abuse we wash clothes! How can you claim abuse without even coming out to the repair?!
Had to reschedule for another week of waiting to see if another repairman will come out!
If you had of bought the Ppa protection plan then you could demanded a new washer instead of having the warranty to fix it.
terrible service!
I purchased tires from Sears Automotive and had them installed when they arrived in the shop a few days later. I shopped in Sears and waited in the waiting room for two and a half hours while they worked on my car. I asked if there was a problem after 2 hours and the gentleman at the front desk said that "there was a problem with the rear alignment. The technician was going to heat up the calibers and I caught him...we would have owned the car if he did this. " I couldn't believe he told me this and then he said "but he's almost done now and he's giving it a test drive he'll be right in." 15 minutes later... Not done. I was told it was going to take 15 more minutes.
I left 2 and a half hours later. I drove the next day 50 miles to visit friends, drove home another 50, drove to Boston for dinner another 25 miles... had a wonderful dinner and while pulling out of the parking garage there was a horrendous sound coming from the passenger side. We stopped the car immediately. (here I am thinking someone hit my car in the parking lot) when I look at the tire and inside the well on the tire rod is a huge vice wrench still attached to my car from the alignment almost 24 hours earlier. The wrench had a rubber grip on it, which was shredded to death. We took it off, checked the tires and drove home.
The next day was Sunday and there was no manager on duty, when I called to check. I went to Sullivan Tire and had my car checked as I was petrified to drive my car. Worried that my tires were going to fall off or something. I explained my situation to the manager there and he said he's fixed many of their problems. He guaranteed me the tires we on tight and drivable... but that they were on backwards. My tires turn out that they can only be mounted one direction. They have a special traction control where the tire is designed to lean on an edge. So the edge was on the inside. he informed me that the tires were actually really dangerous to be on that way, making my little suv much more flippable.
I drove to Sears and expressed my dismay and disappointment. The sears manager said " I installed these tires the other day and they are fine. IF the tires were on backwards they would say that with an arrow on the tire or mount this side in marked on them" I said well did you follow manufacturers specks or did you just assume? He said that he knew they weren't on backwards. I showed him the same details that Sullivan tire did and he said. If that's what you want I'll turn them around. It will only take a half hour. 15 minutes later, he came out and said. I'm really sorry about the misunderstanding. I made a big mistake. I'm sorry. I said that it would have been worst if I had been in an accident from the wrench ripping through my car somewhere or my car flipping. I will never recommend this company to any one ever!
He didn't care. He didn't refund any money. I don't know what to say except they suck!
burning metal plate!
I purchased a sears front load HE5 dryer. They have a metal plate on back that looks like it is rusting. I have had this dryer less than a month. I found two friends that have dryers made by Whirlpool which is actually Kenmore. They have the same problem. The service technician said the plate is not rusting but the temperature is so hot its burning the plate. They use to coat the metal plate in white or black but they stopped doing it. He said there is no way to order the part with the white or black coating. The technician said he is not aware of any coloring coming off on the clothes.
Replied
What happened to a dependable product?
Our Kenmore Elite clothes washer had a pump go out after 3 years of use and we were charged $201.25 to have it replaced. I understand that the warranty has passed and I was not expecting it to be repaired at no charge but $201.25!!! I contacted Sears and was told those are the charges have a nice day. No offer was made for a lower repair. Maybe I am to...
Read full review of Sears and 3 commentsprice matching!
My husband called me from Sears Dept store to tell me about the dishwashers they had on sale and while he was giving me the makes and models over the phone I was online checking consumer reviews of each dishwasher. I found a better price for a Bosch Dishwasher that beat Sears’s price for the same item by $135. My husband relayed this information to the rep and she said all we needed was a printout and yes, Sears would match the price and not only that we would receive an additional 10% off!
So my husbands returned home, got the printout and made the 20 min drive back to the store. Well gosh darn it, wouldn't you know it-"actually it's only "Local" online competitors prices we match".
Now we checked the website and yes it says local retailers online but in the exclusions list it says nothing about other online competitor’s prices being excluded.
Sooo, what is the problem? Brick and mortar stores can't be expected to match prices of online only retailers who only pay for a small web team, warehousing and shipping. Sears provides you with experts on products as well as an actual product to touch and look at in person. If you use a sales person to gather your info, then buy online, not only is that unethical treatment of that person who took the time to help you, you are just a bad person.
Refund on returned merchandise!
On 11/20/2017, I ordered a dishwasher and paid for installation, as a christmas gift for my mother. The item arrived and a date was set for on or around 11/29/07, to have the item delivered and installed. The dishwasher was delivered and installed a few days after. Once the installation tech. Left, the dishwasher immediately began malfunctioning. Sears wa...
Read full review of Sears and 1 commentscam and cheating!
I am thoroughly disgusted! Today, january 17, 2008, I took my three daughters to sears at kingsway garden mall to return a christmas gift that my grandmother had purchased for my 11 year old that was too small. Unfortunately, my grandma purchased the shirt in august. Even though it had the original tags still on it and I had my gift receipt in hand, I was told by "customer services" that they had a 90 day return/exchange policy. This means that I would have had to return or exchange it by november. When I objected, I was then told that new "corporate policy" for christmas returns says it must be done by january 12. I said "i'm not a regular customer at sears so how am I supposed to know what your"corporate policy is? Plus it doesn't even show a return/exchange date on the gift receipt."I then politely asked to speak to a manager who told me there was nothing that they could do for me. So... I told her that she could keep the stinking' shirt and everything that I was going to purchase and that I would be contacting my grandma (Who I should tell you has been shopping and supporting sears since she made her first purchase almost 65 years ago... A baby carriage for her baby... My dad). I hope that losing a long time customer, four future customers and maybe even all the future customers that I am going to spread the word to, was worth a $20.00 shirt! Screw"corporate policy"!
What ever happened to customer service or 100% satisfaction guaranteed? So this is what i'm left with... I have to tell my grandma that if she wants to do her christmas shopping at her convenience, that she now better question return/exchange policies so that she doesn't get ripped off. A little old lady... Pretty sad if you ask me. And for me and my kids, we left with a bitter taste in our mouths and my 11 year old without a usable present from her great-grandmother. Merry #ing christmas!
It does say the return policy on the receipt if you just turn it over that pretty blue writing on the back states that you have 90 days to return or exchange items, and the 90 day return policy is actually one of the longest ones here in Canada. If you went to Wal-mart, you would only have 14 days with your receipt to be able to return something.
Are you actually reading your comment? WHO BUYS A CHRISTMAS GIFT IN AUGUST?!
Replied
Terrible company!
Purchased Kenmore Elite Oasis Washer in April 2007. It is now Jan 08 and I cannot get the washer to work. I purchased Service Contract for washer at Sears and have called in that it is not working. Sears cannot get a service repair person to my home for at least a week. No one seems to want to help with this repair even though we purchased the...
Read full review of Sears and 187 comments
disgraceful company
In September 2007 I purchased a large Mitsubishi HD TV from the "Great Indoors" in Scottsdale, Az. for about $2500. Based upon the recommendation of the sales person I also purchased a service agreement for several hundred dollars which would cover service and parts for a long period.
Four months later I attempted to turn on the TV and got no picture. I then contacted the Sears Service Center (parent of Great Indoors) and was told the earliest they could service the complaint was 15 days from now, which I told them was unacceptable. I am now forced to contact a local TV service company to repair (probably for several hundred dollars) a TV that is already covered by a service contract. I could easily do without TV for 2 weeks if it were not for the fact that I have a large group of friends attending parties both of the nest 2 weeks to watch the football playoffs.
I think it is disgraceful that a big company like Sears can't hire enough technicians to fix problems within a reasonable amount of time.
The complaint has been investigated and resolved to the customer’s satisfaction.
door handle keep breaking!
I have bought the Sears Kenmore HE3 Elite Electric Dryer 5 years ago. Door handle keeps breaking off and I keep replacing it. Sometime it breaks within days. It is a faulty design. There are thousands of people with the same problem. There are forums dedicated to this problem Sears has done nothing to fix the problem. Check it out at:
http://www.epinions.com/msg/show_~threads/cat_id_~17/id_~5493/forum_id_~409
I have called sears but did not get anywhere. Something must be done to make Sears respond to customer complaints.
Just saw reviews on Amazon to replace the door handle with this third party provider
http://ohiosolutions.net/high_strength_aluminum_dryer_handle
Hope this is helpful.
We have gone through four plastic replacement handles and are now trying this option.
I agree completely. We have ours just two years. Ours keeps doing it too.
Replied
complaint against sears.com
I placed an order on Sears.com for a printer in September 2007. They sent me the wrong item 1 week later.
The procedure to fix a wrong shipment is to have UPS pick up item, restock item, then issue a new item (the process can take up to a month.) The only way to get a replacement sooner is to order a new unit and to get credited once the first unit returns.
Not wanting to wait a month to get the correct item, I placed the second order. A few days later I receive a 2nd wrong item. I call to complain, and the supervisor explains that the item is listed on Sears.com, but they do not actually have the item.
Early October:
2 weeks go by without the item getting picked up and discover that the supervisor never made the request. Another week goes by without pick up and I call again. Another supervisor informs me that the pick-up has been set up incorrectly and must be redone.
Mid October:
2nd item picked up.
I check the refund status of my first order and confirm that the package has arrive. They inform that gift certificate refunds are taking a long time to process.
The item that I had hoped to order is still listed on the site and was also "on sale". I inform the supervisor, but they do not seem interested in the problem.
Late October:
Confirm that second return has arrived and that I should expect anywhere from 10 days to 2 months to see a refund. Check on the status of the first item and find no new information. "gift certificate refund is in process"
Early November:
Still no refund. Supervisors promise to check status and send me reply by e-mail. No reply ever comes.
Mid November:
Still no refund. Once again talk to supervisor and do not receive any additional information. Supervisor promises a $25 gift card for my inconvenience.
Late November:
No refunds or gift card. Supervisors promise to check status and send me reply. No reply ever comes.
December 1:
Gift card arrives in mail, but card is inactive. Talk to supervisor and am promised to receive a check instead of a return on my gift card for the first purchase. No new information on 2nd purchase. By this time I am trying to record supervisor names and contact information so I do not have to rehash the experience to every person I talk to at sears.com. However, any attempt to get the same individual has not been successful. I always get "they must be at the other location". Any promises from a previous supervisor are regarded with a "they did not know what they were talking about" attitude.
December 14:
Found a $25 balance on the gift card. Still no check or refund for 2nd purchase. Supervisor claims that the notes on order state that I received the full refund on the gift card. I am able to confirm that there is only $25 on the card. They tell me that Sears cannot issue a check for gift cards as the previous supervisor suggested. They said they will put a priority on the gift cards. Then she stated that the refund for the second item was done incorrectly and that she fixed it and will see the refund in 2-3 days.
December 17:
A check arrives with the refund for the first item!
December 24:
Call concerning the 2nd item. The record show that a request for refund was made on December 14th. They request that I wait 10-14 days and that nothing can be done to make the process faster.
I also attempt to call Sear corporate in the Chicago area, but only get forwarded to Sears.com.
January 2 2008:
No refund. Call about second item. I am told item was set up for refund on the 26th of December. I get disconnected and call back and get a different person. They have it in the notes as returned, but no refund has been requested. She sends it in with a priority and the 10-14 day wait time.
The complaint has been investigated and resolved to the customer's satisfaction.
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I can understand how disappointed you may feel with the repair of your oven. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the oven is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (C. Price) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Hello my name is Jay and am part of the Sears Social Media escalation team. Please accept our apologies for the chaos that has resulted from your recent order. I definitely understand your frustration surrounding the missing items and lack of updates or contact on our part. I am very sorry for any inconvenience we have caused you and would like to put you in contact with one of our dedicated case managers to help sort this out and put an end to your frustration. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the items were originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the customer name (Chillone) listed on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Jay C.
Social Media Moderator
Sears Social Media Support
I apologize for all the problems that you've had with your stove and with Sears Repair. We value you as a Sears customer and want to assist you in resolving this issue. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the stove 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 (Fedup with idiots) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
it was New years day my dryer broke and I knew Sears had a Tuesday delivery date in my area, so I went on-line to order. I saw what I wanted and called to make sure I could get delivery Tuesday. I ordered the dryer that matched my washer. this was model # 78132 a Kenmore 8.8 ft. capacity Item 02678132000P. I printed the description which I always do. The description states clearly that this model has a Steam refresh cycle which was important to me. That Tuesday 1/3 the delivery came to home, my daughter was home to accept. I was working. When I got home I inspected and realized the model had no Steam refresh cycle. I called spoke to someone who said she set up for return and new delivery and someone would call me, I waited 1 1/2 weeks no one called. I called back and again someone told me a sears .com person would call, no one did a few days late I called and was forwarded to technical support who reviewed the item on the website and agreed that there was a problem obviously with the website if they had delivered the correct Model #, I called the corporate number and was told they could give me a refund pick up the item but I would have to pay the additional charge of $ 100 for the correct item. It appears that sears com fraudulently listed that this item had the steam fresh cycle at the $799 price, I finally got a call back from Sears .com stating they would redeliver the correct but when it came it was the same one I had received already. After numerous phone calls of 30 -40 minutes and numerous transfers and the refusal to make good on the item that was on the site I am seriously never buying from Seers or soars.com ever. I have been purchasing appliance from Sears for 20 + years and in 2013 I purchased a new stove/ oven $3000- dollars, a new refrigerator almost $3000, a dishwasher over $1000, Microwave with exhaust about $1000 small refrigerator $500- and wine refrigerator for a few hundred dollars and I cannot believe that Sears would not make good on their error. It is false advertising. It would have cost them the difference in the price and I would have been happy and remained a customer.. By the way they did correct the website when I said I was filing a complaint with consumer affairs. DON'T TRUST WHAT YOU SEE AND READ ON SEARS .COM.
I attempted to purchase a TV via Sears.com, relying on their easy pick-up option. I found that the model I wanted was available at a store about 45 minutes from my home. and placed my order. The following morning, I received an e-mail from Sears indicating that the TV was ready for pick-up and instructing me to scan the bar code in the e-mail when I arrived. I did so, but was notified by store personnel that, in fact, they had no such TV. Very long story short: After hours and hours on the phone with customer service, maybe a dozen e-mail exchanges, and traveling to the store and back for no reason, I have an $1800 charge on my VISA for a TV that never existed. Apparently, once I scanned my e-mail, the TV shows as having been "shipped" and it may take a week or longer (I'm still waiting 10 days later) to reverse the error Sears made in selling a TV that it did not have. Customer service at Sears.com is quick to apologize, but does nothing... even though my transaction was with Sears.com, they indicate that the problem (i.e., MY problem) is with the store.
And... while all of this has transpired, I purchased the same TV via Amazon.com... free delivery and $500 cheaper... works great.
BUYER BEWARE: DO NOT DO BUSINESS WITH SEARS.COM!
I ordered 3 of a certain product from sears. They only sent 1, I called and they said they would send the other, 2 weeks later I called back and they said they didn't have the others. This issue was i couldn't use 1 without the other 2 so what i received was worthless and they not only told me they would send the others, they never contacted me to tell me they couldn't. Good custom service can be so hard to find!
DO NOT ORDER FROM SEARS.COM
Placed order through private vendor that Sears has a business "relationship " . I figured Sears was reputable, Sears.com should be safe. Order confirmation and shipping notice emailed almost immediately, charged my account, NEVER RECEIVED PRODUCT! Sears. com now saying not their problem, need to contact private vendor but contact info. is not valid. SOUNDS LIKE A SCAM!
My Bank card was charged $762.36 on 10/19/09 for services or products not bought or authorized by me.
I will not ever purchase a Refrigerator from Sears! I have purchased three Refrigerators from Sears. The first one lasted about ten years and lightening took it out alone with my stove. The second time same thing happen. Bad weather and lightening hit just the refrigerator. So I went and purchased this one a Kenmore, just 18 months ago and it stop working the first time back in February. It took a week before the service man could come out. In the mean time we lost all our meat that was frozen. He put some Freon it in it and it started back working. Well in April it stop working again, we where out of town and we lost everything in our refrigerator. I have RA which calls for injections that has to be refrigerated they told us they could come out to check around May 15th. Now that that was like 3 weeks.. I can not believe the service. We purchased a lemon. They know it. I did not purchase extended warrant so we wasn't able to get it fixed. The compressor went bad a little over a year. What kind of mess is that. They would help us get new one or try to help us get it fix. Do NOT Purchase your appliances from SEARS! They don' t care about their customers. Thank you, Ex customer in Petal MS.
I've never had a problem in maybe 6 or 7 purchases.
I have had the worst experience ever with Sears. We had a dishwasher delivered about 2 months ago. The driver hit my truck. I have been talking with a so called supervisor manager along with other reps from Sears with no avail. The damage done to my parked vehicle was 1200 to 1300, I was offered $150. I have sent a copy of the estimate, pictures everything they have asked for and no one can help. They won't tell me who the insurance company is. My next step will be within this next week is to call the police and possibly claim it as a hit and run. Then I will have to take it to small claims. I am just not sure at this time who to send the claim to. I am afraid to purchase my next big item there I think I am going to have to boycott the store for lack of customer service and compassion for the customer.
Liz R. from Sears sent me the very nice e-mail below. However, I have e-mailed to the address she gave me twice to no avail. I don't know what is more frustrating; dealing with the phone reps for Sears or being given a ray of hope that Sears will stand behind the repairs their representatives made and then they just don't respond. Seems like a ploy to make people reading these complaints think that they are actually taking action. Very disappointing!
C. Price
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I can understand how disappointed you may feel with the repair of your oven. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the oven is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (C. Price) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
I have a stainless steel convection oven that is 8 years old. The extended warranty on the oven ended in 2010 . Repairs were done by Sears prior to 2010. During the warranty period, I contacted Sears because the racks fell down in the stove. This happened one day when I had a roast in a heavy cast iron pot in the stove. When the pot fell, it broke the bottom burner and caused the oven to heat up to 500 degrees. When I came in from outside and opened the oven and saw what had happened, I grabbed my mitts and took the pot out of the oven. The pot was so hot it burned me thru the mitts and I dropped the pot on the top of the oven chipping the glasstop. A Sears repairman came out and looked at the oven and ordered parts. He said in his 30 years he had only seet the oven liner pop out twice. It took 3 or 4 times before the stove was totally fixed - all parts in, which meant I had to take off 4 days of vacation, because Sears repair doesn't give you a time they will be there just a day. It cost more in parts than the stove cost new to fix the stove, not counting gas and labor for the repairman. I had asked for a new stove or voucher at that time and was told this wasn't Sears practice. Sears practice was to repair first and then issues continued to replace. Now the liner is again heaving out causing the racks to drop, so I cannot use my oven. Sears Customer Solutions told my husband to put on the Basic Service Plan and after 30 days on the plan call for repairs. If the stove couldn't be fixed, then it would be replaced. I checked the terms and conditions of this plan before purchasing and found that you must have an appliance in working order, which ours is not. I called back to Sears Customer Solutions and asked them about this, because I didn't want to be fraudulent. They then told me on 5/10/13 to put on The Service Smart Agreement for $253.00 and if the repairman couldn't fix my oven or if it was going to cost over $500.00, they would give me a $500.00 voucher for a new oven. Seriously, I should have to pay $253.00 to get $247.00 off a new oven because I was sold a defective product that was fixed or should I say not really fixed, because it is still defective. I'm told this is all Sears can do for me. Just a FYI that model #[protected] is noted on the intranet by many other people who had the same product issue - liner heaving out - racks falling. Sears originally told us to call Frigidaire. Frigidaire told us as soon as the Kenmore name is put on the product it is Sears problem. Sears stated that the stove is 8 years old. Really, who replaces an expensive stove at 8 years old unless they have to or they are changing the entire look of their kitchen and when that happens, they can resell the old appliance. We can't resell this stove - it is dangerous. Sears won't stand behind the defective product they sold us, nor will they stand behind the repairs done. We didn't chose the repairman, they did. The repairman was hired by Sears and Sears should back the work. Shame on Sears, especially considering we have been a Sears credit card holder for 30 years and over those 30 years done a lot of business with Sears as we felt they were a reputable business.
defective oven range heating element
I too have a Sears Kenmore range which I haven't been satisfied with it since I bought it. The range takes forever to preheat and then it doesn't maintain the heat that it's set to. Today the bottom element burned out and I see this is a very common problem. Luckily I was in the kitchen when the fire in the oven started so I turned the oven off. The breaker was thrown so no major damage was done. This range has been a BIG disappointment. I won't buy another kitchen appliance from Sears. I've always had GE but thought I'd try Sears this time, which has proved to be a big mistake.
My Kenmore range caught fire on Sunday, November 16th. The only way to disconnect the power was to throw the circuit breaker. After it cooled off I attempted to turn the power back on, but the element overheated again and scorched my stove and kitchen cabinets. Once again, I had to throw the circuit breaker to get the oven turned off. If I had not been home, the house would have burned down. I was not even using the stove at the time the oven element came on. I am sure there are other horror stories out there. Who knows how many homes have burned from this appliance and the problems with them.
Oh, man!
Tell me about it!
I was glad my friend noticed the fire in the oven and we could turn it off.
Now I have to try to get the damn stove out and the element out.
No small task for a 70 year old lady in awheel chair.
I SPENT 2000 BUCKS TO GET KENMORE ELITE
RANGER, AFTER ONE YEAR, THE TRIPLE HEATING ELEMENT FAILS, WHAT A SUCK QUALITY!
AND SEARS SERVICE SUCKS TOO!
Similarly with the person from Missouri my wife and I had exactly the same experience with a Sears Stove. After a few years it was slow to heat up and on the day prior to Thanksgiving the bottom oven element caught fire - we wisely did not open the door and let is burn itself out - and it was immediately apparent that the element was a dud.
I got the GE and have had the same problem. Everything nowadays is made by the same few places.
Dishonest Company & Technicians
These people are SCAMMERS!
We caught this dishonest company and their technicians right in the act today. We called in for service and two A&E (Sears) Technicians were sent over to check out our KitchenAid Model #KUDI01FLWH dishwasher that wasn't heating up to dry the dishes.
First thing they did was to test the heating element with a ohm meter and they stated that it tested out good "supposedly per them and their equipment".
Then they went on to state that our issue was with the amount of dishwashing detergent we were using and that we shouldn't be filling the canister all the way full before closing it as that's using too much too much detergent causing too much suds.
Then they went on to the water temperature. They filled the dishwasher with a small amount of water and tested the water temperature with their tester. According to their measurement they showed us it tested only 80 degrees which it what they stated was all of our problem with the dishwasher not drying. The technicians stated that the dishwasher needed to have water temperature of at least 120 degrees in order to produce enough steam to dry the dishes, and that the dishes would also have water spots and not get as clean as they should if the water coming into it wasn't hot enough. We stated that the temperature had to be hotter than 80 degrees because the water heater is turned up to 120 degrees or higher and the water right in the kitchen sink and showers and tubs are HOT. We asks the technicians to test the water temperature in the sink right next to the dishwasher because it was extremely hot and they tested it but again their meter only should it at less than 60 degrees.
Well, here's the SCAM folks . . . we pulled out a few of out meat thermometers from the kitchen cabinets and placed them in the sink right in front of the A&E technicians and guess what? that water temperature tested at 118 degrees and rising! Eventually it went above 120 degrees! Those A&E technicians didn't know what to say! their eyes got huge and there mouths started stuttering and all we heard was "well maybe we have a faulty test meter". We said, "here - we have three more thermometers . . . you want to test the temperature with another thermometer? After that we politely asked them to pick up the faulty (scam equipment) and exit out premises.
Needless to say, for your own sake, DO NOT TRUST what you are told by any A&E (Sears) repair people . . . unless you want to be SCAMMED.
This is the 3rd Time they have come to my house to fix my Kitchenaid dryer and it’s still not drying now the 3rd guy said he has to order so the other parts the the first 2 couldn’t see this is [censored] who want
To take there children’s clothes to a laundromat with this COVID going on and the parts are on back order because it’s an or dryer yet I have Ahs warranty now it will 4 times sears - A&E come to fix this [censored]
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It looks like the people at Sears are even more stupid for not installing the stove properly like they were supposed to. It wasn't the husbands job to inspect anything. When you purchase something, you should be able to trust the company you purchased it from.
It look like your husband is a very stupid person for not inspecting the stove while the delivery people was there.
We purchased replacement windows from sears with a "lifetime"warranty. The windows cost $5700. At the time of the sale we were told that if a window failed, or got broken, they would ship a new window at NO COST. I would be required to pay for instillation unless it was a removable section. The seal failed in a removable section causing the inside of the double pane to cloud over. I called Sears--I was told it'd be $100 to come out and check the window and that I would have to pick up the replacement window AT THE FACTORY, whatever state that may be in--or country. Needless to say, our new siding wasn't from Sears, nor the front door and attic insulation. Sears will not honor warranties--period! Useless to talk to them