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Sears review: replacement parts 479

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12:00 am EDT
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Bought a flashlight that is powered by the same battery as a drill. The flashlight cost appox. $13.00. with days the bulb blew out and i attempted to get a replacement at the local sears store and advised that it needed to be purchased from the parts store. Not to suprised i found that the bulb needed to be ordered, the bulbs for other similar flashlights at the sears store were $1.99. At the replcement store i was informed that the bulb was $4.99 and that it needed to be special ordered for an aditional $4.50. I guess if you then add tax you can imagine how ripped off i felt. I should be able to return this item for a replacement or at least have the store keep them in stock.

Jul 24, 2009 11:09 am EDT
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear JFK2,

I am sorry to hear about the trouble you are experiencing with the delivery of your washer and dryer. My name is David and I work for the Sears Cares Team. We would like to assist you in resolving this issue. If you can contact us at searscares@searshc.com so we can further discuss your concerns. Please include your screen name (JFK2) in your email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Dec 15, 2009 1:54 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Elmaa,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the issues with your online order. We would certainly like to help get this situation resolved for you and get the delivery of your orders completed. We have resources available to ensure your orders are not held up further. We would like to talk to you as soon as possible. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the online order was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Elmaa) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dec 22, 2009 3:20 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Iak87,

We are sorry to hear about the service you received when you visited your local Sears store. Our goal at Sears is to provide our customers with the highest quality of service and we have failed to do this for you. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. We would appreciate the opportunity to discuss this situation with you. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition please include your screen name (Iak87) in your email so we can reference to your posting.

Thank you,

David V.
Senior Case Manager
Sears Cares
Jan 11, 2010 10:30 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To UnsatisfiedSearsCustomer,
First allow me to apologize for the delay in responding to this post. My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about these issues you’ve had with the local Automotive service center. I don’t know why you keep having this issue. You should not have to wait for one technician to be capable of handling your issue. We understand your concern and we do want to make sure it gets resolved so you don’t have to continue to be frustrated by it. As for the technicians making jokes about damaging your vehicle, that is absolutely not acceptable and we need to get it addressed so that it does not happen again. You are a valued customer and we want to keep it that way. At your convenience, please contact my office via email at searscares@searshc.com so we can address the issue once we have more information from you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (UnsatisfiedSearsCustomer) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares
Apr 20, 2010 8:04 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Geargirl
First allow me to apologize for the delay in responding to this post. I am very sorry you encountered this issue with our service team and the interactions with our customer support team(s) that have been so substandard. Hanging up on our customers is not acceptable by any Sears standard. I am very concerned about what I have read here and we need to step in on this situation and get this resolved for you. My name is Brian and I’m part of the Sears Cares Escalations team and we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer 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 (Geargirl), for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Aug 25, 2010 10:06 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear elmlakerd,

I came across your post here and wanted to reach out to you. I was sorry to hear about the delivery/haul away problem you encountered with your freezer. I'm sure this situation was frustrating and stressful, to say the least. I'm Scott with Sears Cares Escalations; my department would like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the freezer was purchased under and we will call you at your convenience. In addition, include your screen name (elmlakerd) in the email so we can reference to your case.

Thank you,

Scott J.
Senior Case Manager
Sears Cares
Dec 08, 2010 10:42 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Clayton II,

My name is Scott and I'm with the Sears Social Media Support Team. I'm so sorry for all the trouble you've encountered when trying to redeem your rebate card. I know this is incredibly difficult & frustrating to say the least, especially when rebates are often one of the buying motivators. We'd like to help look into this for you. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Clayton II) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Jan 27, 2011 8:10 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To tkdk,

My name is Dianne and I'm with the Sears Social Media Support Team. I found your post here and I wanted to reach out to you to offer help. I'm so sorry for the no call/no show you experienced with your repair appointment. This is definitely not normal or acceptable. When we service your items, it's always our goal to exceed your expectations; clearly we have let you down. We'd like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (tkdk) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Dianne D.
Social Media Support Team
Jun 25, 2011 1:27 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Ms. Mendoza:
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer 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 (Denise Mendoza) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Jul 06, 2011 6:24 pm EDT
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To A. Goodhue,

I'm so sorry that you've had issues with your washer and even more for the poor service that you've received from Sears repair. We do value you as a Sears customer and we would greatly appreciate the opportunity to make this right and resolve your 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 washer 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 (A. Goodhue) 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
Aug 26, 2011 1:51 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Rosell Cantrell:

I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. We understand that you have contracted with another local company to service your air conditioner but we would still like to speak with you about the unfortunate situation with your air conditioner. My name is Susan and I am with Sears Social Media Escalations team. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to help.

At your convenience, please contact our office at smsupport@searshc.com so you don’t have to continue to be impacted by this with any Sears purchased item in your home. Please send us an email. In the email, please provide a contact phone number and the phone number the air conditioner 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 (Rosell Cantrell) to reference your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
Sep 29, 2011 7:56 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To Alide,

I'm very sorry that you've had this frustrating experience with Sears Delivery. I understand your disappointment and I'm sorry for how this has inconvenienced you especially when considering your medical needs. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss these issues with you further and restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Alide) 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
Mar 27, 2012 10:10 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Hi Sibite,

I'm Scott and I represent the Sears Cares Social Media Support Team. We're truly sorry for the aggravation and disappointment surrounding your recent home siding installation. No matter the platform or service performed, Sears' devotion to our customers and passion for exceptional customer service experiences should not be compromised. We'd like to connect you with one of our dedicated case managers and follow up with you regarding this experience. At your convenience, please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number. Also, in your email, please provide your screen name (Sibite) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
Mar 29, 2012 11:41 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Good Afternoon Lime,

We're indeed sorry you're so disappointed with the Sears Home Improvement Services. We know we've let you down and we would like to offer our assistance. The workmanship on the siding of your home was not done to your satisfaction and we are truly sorry that our business partners haven’t made the proper contact to you about this matter. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (lime) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Apr 04, 2012 1:37 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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To rick5270,

I sincerely apologize for the bad experience you’ve had surrounding the repair of your washer and for the frustration caused by our phone system. It is true that our repairs are covered by a 90 day service guarantee and it is unfortunate that your washer failed outside of this guarantee or any other type of coverage. Regardless, we do value you as a customer and would appreciate the opportunity to discuss these issues with you further and to restore your faith in Sears. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (rick5270) 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
Apr 09, 2012 12:05 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Hello Kisamke,

We are sorry to hear about the problems that you are experiencing with Sears service. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist you. My name is Robert and I work for the Social Media Support Team. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the Kenmore water softener 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 (Kisamke) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Apr 17, 2012 12:52 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Danhue,

Please accept our apologies for the failure of your television, and the way that your repair was handled. I can certainly understand the disappointment in having purchased a television, and having it fail in the first year. With that being said the warranty that covers the unit for the first year is the manufacturer's warranty. There are certain requirements that must be met prior to replacing the television under the warranty. My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the television 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 (Danhue) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 19, 2012 1:11 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Vouldane,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned. We are truly sorry to hear of your disappointment in the quality of the glasses you purchased from us a little over a year ago. I can certainly understand how difficult everyday activities are without the proper eye wear. We would like the chance to speak with you more about your optical purchase, and see what we can do to assist in making this situation right by you.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the eye glasses were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Vouldane you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 19, 2012 3:01 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Jobbale,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. Please accept our apologies for the manner in which your dishwasher repair has been handled this far. We know that mistakes do happen, but to still be waiting on a part after a year, is just unacceptable. If you would allow it, we would like to look into both the repair of your dishwasher, and the washer to ensure that both resolved quickly. We understand that your time is valuable, and would like to let you know that we do very much appreciate your business.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jobbale) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Apr 25, 2012 2:52 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Piloper,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. We have just read your post and would like to speak to you further about your repair experience. Please accept our apologies for the unprofessional way our repair associate interacted with you and your wife. We entrust our associates to build relationships with our customers and it does not look like this has happened. We value and appreciate your continued patronage, and would like the opportunity to turn this into a positive one.
At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the chainsaw was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Piloper you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
May 01, 2012 2:01 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Angrybird18:

Please accept our apologies for the problems you are having with your washer which is still under warranty. We certainly understand your frustration with being without your washer for 20 days and would like to look into this situation further and offer our assistance to help resolve this issue. We want to make sure that everything that can be done to help is being done. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle a situation start to finish with one dedicated case manager and will own your issue until it is resolved.

At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Angrybird1 you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Sears Social Media Support
Jul 24, 2012 10:54 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Gwendolyn, please accept our sincerest apologies for the level of customer service that you recently received at your local Sears store. I can certainly understand your level of disappointment with this type of service, especially with the particular occasion that brought you in. I can remember when my wife and I were preparing for our wedding and I assure you, poor customer service was not something that we expected, nor accepted.
As a valued customer, we would truly appreciate the opportunity to speak with you further about this experience, so that we can gather more information and take the necessary action to ensure that your next visit is one that you can look back on and be able to say that you enjoyed it.
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 that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Gwendolyn Moore) 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.
Tony T.
Social Media Moderator
Sears Social Media Support
Jan 23, 2013 4:31 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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bonstott,
My name is Liz and I am with the Social Media Support Team. I saw your comment and wanted to reach out to you on this issue. I am sorry to hear that we have let you down and would like to offer some assistance. I can see how frustrating it is to purchase tires with your credit card and never received the statements. We would the opportunity to have one of our dedicated case managers contact your with possible options to resolve this matter in a timely manner. 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 tires were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (bonstott) 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
Apr 17, 2013 10:49 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear LeslieIvey,
I'm sorry for any inconvenience and frustration you have encountered with the repair service of your double oven. My name is Edwin and I’m with the Sears Cares Social Media Support team and we would like to help. We noticed that you have also posted the same comment on Pissed Consumer under Anonymous400191 and we reached out providing our assistance. If further help is needed, please send the following information – contact #, screen name (LeslieIvey), phone # used at time of purchase to SMAdvisor@searshc.com. We look forward hearing from you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
May 03, 2013 12:17 pm EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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John Cart,
I came across your post 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 am very sorry to hear that we have let you down with the repair of lawn mower. In addition, I understand how frustrating it can be to wait so long to have your lawn mower repaired. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience and monitor the repair process. 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 lawn mower is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (John Cart) 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
Jul 25, 2013 9:20 am EDT
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Roswell Mom,

My name is Dee M. with Sears Cares and we want to offer our assistance regarding the problems you are wrote about regarding the use of your Sears gift cards and the cancelation of the wall oven/microwave combo you attempted to purchase with us. We know how important it is to place your order and have a quick resolution that is satisfactory for you. Please send the following information – contact #, screen name (Roswell Mom), phone # used at time of purchase to smadvisor@searshc.com . We value your Sears loyalty and look forward to speaking with you in the very near future.

Thank you,

Dee M.
Social Media Moderator
Sears Social Media Support
Nov 06, 2013 10:21 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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C.Santos,
My name is David with the Sears Social Media Support team. I came across this post and wanted to reach out to you. We’re sorry for the frustration regarding your protection agreement. If you would like, we would be happy to have a case manager discuss this with you and assist you in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer and dryer 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 (C.Santos) you used to post on this site, for reference to your issue. We look forward to talking to you soon.

David W.
Social Media Moderator
Sears Social Media Support
Nov 21, 2013 11:56 am EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Michael Swider,
We apologize for the trouble you’ve been experiencing with your mattress. My name is David with our Sears Social Media Support team. If you need assistance with you mattress warranty concern, we would be happy to have a case manager contact you directly to discuss this with you. We see the receipt you posted on this site and will forward that information over for contact. If this is not the best way to reach you, please send your preferred contact information to smadvisor@searshc.com. Also please provide this screen name (Michael Swider) for reference to this issue. We hope to talk to you soon.
David W.
Social Media Moderator
Sears Social Media Support
Dec 24, 2013 3:47 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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kitchen diva,
We apologize that your repair experience has not meet your expectations. My name is David with our Sears Social Media Support Team. If you are in need of assistance, we would be happy to contact you directly to discuss this situation and assist in addressing any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and the phone number the range 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 (kitchen diva) you used to post on this site, for reference to your issue.

David W.
Social Media Moderator
Sears Social Media Support
Jan 27, 2014 3:32 pm EST
Sears customer support contacts
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3333 Beverly Road, Hoffman Estates, IL, 60179, US

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Dear Norwood Grubb,

We would like to offer our apologies for the troubles you are having with your electric range. My name is Mina with the Sears Social Media Support team. We can understand the importance with your concerns with the glass door exploding. We would like to offer our assistance to have one of our personal case managers further discuss your matter in more detail. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as your screen name to reference this post (Norwood Grubb), to smadvisor@searshc.com and will contact you directly. We look forward to speaking with you soon!

Thank you,

Mina H.
Social Media Moderator
Sears Social Media Support
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479 comments
Valerie
Valerie
, US
Jul 24, 2008 6:45 am EDT

I bought a sears lawn tractor and 3 year warranty in June 2017 from my local SEARS store in Pottstown PA, in May 2017 I paid $162.17 for their preseason special, while doing the tune up the tech saw that the 3 mandrels were broken and the nose roller missing, he ordered the parts and set up installation for June 10th. I called June 9th to see if it was still taking place, the girl asked if I received the parts, I told her I received the 3 mandrels and the nose roller, no bolts to install with, she stated that the tech stocks the bolts on his truck, I was given a 9 hour window for service on June 10th. At about 3:55 pm the tech called to say he did not have the bolts and there would be no service today. Why did the woman I spoke with on the 9th tell me the tech stocks bolts? Why were the bolts not ordered with the Mandrels and roller? The woman I spoke with on the 9th should have canceled the appointment and rescheduled it. Instead I lost a days wages and had a very frustrating day that ended with me on the phone for over an hour trying to work this out with 3 different customer service reps, 2 of them disconnecting me. What can be done to compensate me and convince me that SEARS is reliable, dependable and their warranty is worth the extra money it costs? I can't wait any longer my grass is already 18" high.

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George Suppers
,
Sep 05, 2008 9:02 am EDT

I sent my vacuum out under warranty to be cleaned and get the hose replaced. The parts and repair center told me it would be sent to another facility to be serviced and if anything needed to be replaced or fixed outside of my warranty. They then call me with an estimate for me to agree or disagree to. They then only needed to replace the bag. When I got the vacuum home the hepa filter had holes in it, the bag was not installed properly and now made everything dirty again. The vacuum bag door would not latch and the transfer switch that changes the vacuum from floor to hose would not work. I have since sent it back again and they are now telling me that they want me to pay for another bag and hepa filter. Their service really stinks.

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JOHNS27
Kittery, US
Feb 05, 2009 12:31 pm EST

The power burner, three elements for three size pans, has never worked properly, the stove was replaced once the element replaced twice. Center element of the three gets extreamly hot while middle does not get hot at all. This causes burning of food at center and in some cases warping of the pan. This is a smooth top stove. Now Sears repair service says this is normal for this stove and they will do nothing. First they try to fix it now they say it is normal, I guess because they don't know how to fix it. So buyer beware if when something does not work but that is normal for the product you must live with it. They simply don't care.

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unhappy consumer22
Vienna, US
Jul 22, 2009 7:06 pm EDT

I have recently purchased over $5, 000.00 in appliances from Sears. On a recent purchase I paid for a new Kenmore Elite washer and dryer. They were top of the line and EXPENSIVE. I then, stupid me, added on a five year warranty. Let me begin by saying, that was a waste of money. If Sears has no better service than what I have experienced, there will NOT be a Sears in five years. I have waited over 5 weeks for my washer and dryer to be delivered. I have even taken time off of work to be at home to accept delivery. They do not have my items for delivery each time I call at my scheduled time. I have called several times to lodge a complaint. I am now paying interest on items, I don't even remember what they look like. What's worse, my father told me to go with Home Depot and I assured him Sears service was top of the line.

If this is not resolved, I promise I will make it my personal drive to send every client I see on a daily basis, to The Home Depot or even Lowe's.

I just want my items I ordered. I cannot believe this happened.

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Scott
, US
Aug 03, 2009 6:42 pm EDT

I bought sears appliances because of their long standing service reputation.WEll now, with a Stack washer/dryer bought at Sears, this machine broke and flooded my house several times and when I called for service, they told me I had to wait 2 weeks for a repair person. This happened after the same part broke twice and my floors were covered by water.No consideration for the emergency or the fact that they had been here 6 months before to "fix" this problem. I will never buy Sears again, the treatment was terrible.

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Robert Arnold
, US
Jan 09, 2010 3:14 pm EST

After one of the knobs on our stove was broken we called Sears Parts to order a replacement. We told them the # written on the knob, the exact wording etc on the knob and they still sent a wrong one. After we called and told them this they said that we were wrong not them and they would not take the part back. They said we would have to buy a new part which would be $2.oo more than the last one. If they were not the same part how come the price is different? (in just a few days?) We had been lifelong buyers of Sears appliances and though this is a minor item it shows an I don't care attitude that seems to be typical anymore. The stove in question I hate also because it will not clean properly with any cleaner whatsoever. Had to resort to a razor blade! We are in need of a new dishwasher, but we will not be buying any Sears appliances anymore.

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Sa241
, US
Jan 18, 2010 12:05 pm EST

I have reason to beleive that my vehicle was damage at Sears Automotive Department. I did not inspect my vehicle before driving off from Sears. Four days later I notice the damage and contact Sears and spoke with the manager. I asked him if Sears have honesty policy and his response was it's hard to prove it because usually claims are made on the sameday of the incident. My vehicle is old and falling apart, don't I have the right to be inform if an accident happen to my vehicle? I am not persuing compensation here. I beleive that when things go wrong at Sears I expect them to treat me right. I told the manager that the dent looks like one of the lift indent on damage of my vehicle. He replies that it very hard to prove. I then told him that if takes florensic science to prove it, it will cost a lot money and then atterneys will be involve too. He immediately told that now that I mention attorney our conversation will have to end. I then asked how does he value my business and his response was I don't. I only asking for honest and I can't get it at Sears of Visalia. Mark the manager immediately jumps conclusion to get me off the phone because I can't prove it. Sears don't value my business and it difficult for Sears to have honesty policy, Wow, this how I view Sears from this day on.

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Julio from Silver Spring MD
Silver Spring, US
Jan 25, 2010 1:47 pm EST

My name is Julio; I bought a water heater from Sears with life time guaranty. It has gone bad, so I decided to call sears. They schedule a appointment for 27 of December 2017, he dint show up I call their phone number and it says the appointment is for the 29 of December. He show up and he said he fix it. He left and the pilot stop working again. I call back the schedule some one for the 30th of December. He came and said he can’t fix it because he needs a part. He called the part and told me when I get the part in the mail call the company back and they should be able to send some one the same day.. I got the part I call and they said they can’t send some one that they it will have to be January 4 2017. He came he said the part I got will not fix my problem. I need a different part and I will get it in the mail when I get it call the m and they should be able to send some one the same day. I got the part and I call and they said they can send some one on January 16. I waited January 16 all day and he never shows up. I called and they said the appointment was for January 26. (Mind it I have been without hot water for a month.) I talk to some one and request a supervisor. I first spoke to some one by the name of Mike who transfers me to his supervisor by the name of Joshua. We agree he will send some one to fix the problem on Monday 25th 2017 between 1pm and 5pm. (witch is today). I decided to call and verify the appointment for today and the system in the phone says the schedule is for tomorrow 26th. I speak to some one that tells me there is nothing is the system that says I spoke to some one on Saturday.

Sears service is the worst I will never buy anything from them again. The only thing I can say is Thank God Sears personal are not PARAMEDICA or EMT.

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Guchev
, US
Mar 01, 2010 12:38 pm EST

I had already took off a work day 3 weeks ago for a Sears Technician to look at my refrigerator and order a circuit board. The part was delivered to my house and service was scheduled for last Saturday from 1 - 5 PM. At 4:45 PM I got a little concerned and called. I was told that I was still in the queue for service. 6 PM or so, no call no service technician. Called again and was told he may still be making calls. 8 PM no call no call. Called again and was told the technician had put a note in the system that no one was home at 5:17 PM . . . WHICH IS A BIG LIE. I was home all day and had my cell phone was on me all day waiting for any calls.

Service was rescheduled for today. Given last bad Saturday's experience, I requested that my call be as early in the morning as possible. I was given a window of 8AM - noon with a notation requesting an early service call. 12:15 PM rolled around and no technician and no call so I called. I was assured that I was still in the queue. Multiple additional calls were made to Sears, including one where they told me the tech had completed his prior call at 2:15 PM and I was his next scheduled call and he should be on his way. At 4 PM I received a call saying they couldn't send the tech out (no reason why) and they were canceling the service call. I asked to speak to the Tech Manager who made that decision but I never received a call back.

Trying to get a service before the end of the day, I made countless calls to Customer Service and a "3rd Party Resolution Team" to see if they could send someone else. The answer was NO. And I was even more flabbergasted when they told me the Tech Manager had pulled the tech from my service call because the Tech had reached his limit for the week and they did not want to pay him overtime! That's not my problem, that's there scheduling problem. You just don't cancel customer appointments on short notice. My appointment had been confirmed twice yesteday and several times today.

Also, no one at Sears will give you their direct phone number so you have to call a call center and repeat the entire story. I must have spoken to at least 8 different people at Sears today and I don't have my refrigerator fixed or have a new appointment. The onus is back on ME to call them back to reschedule.

I can't tell you what a horrible experience this has been.

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chuck moline
Sartell, US
Mar 16, 2010 9:39 am EDT
Verified customer This comment was posted by a verified customer. Learn more

i have an issue with my tire .i have road hazard warranty .sears wiil not replace my tire one employee says there is a blemish .manager walks over tells him he would have to order tire from another store says its not enough of an issue so will not replace tire why did i purchase the additional warranty, why am i paying for something that they will not honor...

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f sheldon
Clarksville, US
Apr 19, 2010 8:08 pm EDT

I called to scheduled my lawn mower for servicing. Since we purchased it, we have had to replace the spark plug every time we used it. The first technician came over and was unable to repair it. I called back and they told me another tech will be able to come over a month later. I was upset and I was told to call back Monday 04/19 and they will contact another department and try fit me in. Well, Monday, I called at around 1:15 pm, resentative called Barbara picked up the phone. She proceeded to inform me with no shame that Sears will not waste resources to send a tech out to my area if there is only one service issue. I needed to wait for a month until there are other calls. I asked for her supervisor and a very rude lady called Janice picked up the phone. She spoke like an automated machine and defended Barbara. She told me if i had a problem I can contact their escalation unit. I was transffered to the department but after 30 minutes my break was over. We will move on to Home depot. Clearly Sears does not give a damn. Recorded phone calls are a lie.

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Krembane
, US
May 26, 2010 10:47 am EDT

This review is a follow up to numerous phone calls to Sears on 1/26/10 and a letter to the CEO, Bruce Johnson on 1/28/10.

In response to a printed ad for Samsung televisions for the week of January 24 thru January 30, I learned that the advertised TV was not available, none could be located in the entire Sears network, and because this particular TV was a "closeout" nothing could be done. From conversations with local Sears store managers, I don't believe there were any available when the the ad came out, and that this is false and misleading advertising.

The lack of accountability, the barriars to contacting a live human being at the corporate level, the written promise in the ad that "an equal or better item at the advertised price" would be provided if Sears had none in stock--all contributed to a frustrating and unsatisfying experience. This appears to be an example of "bait and switch" and was a lure to get prospective customers into the store.

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Toby
, US
Sep 26, 2010 5:15 pm EDT

Sears sold me a Maytag washer & dryer that needs to be exhausted to the inside (Condominium style living). The 2 parts needed for this appliance has been discontinued according to the manufacturers Whirlpool/Maytag. I bought the appliance 7/2017 and have been unable to use it because there is no way to facilitate the indoor venting system. Sears agreed to cancel this product and pick it up from my apartment- however, 4 such appointments has been scheduled by Sears and each time the pick up team is a no show. Sears are trying to force me to keep an appliance that I cannot use.

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Rosell Cantrell
Lawton, US
Aug 25, 2011 10:28 pm EDT

We have had a home service agreement on our Coleman Air Cond & Heating Unit since we purchased it. Recently we have experienced very unsatisfactory service. On July 7 I requested maintenance on our unit. I was told someone would call me back in 24 hours. No call. I called back on July 9th and was told someone would call back in 24 hrs. No call. I called back on July 14th and was finally given an appointment on August 31st, the first available time. Reason being there is only one service tech for this entire region from North of Dallas and he only services the Lawton area once every two weeks. On August 5th, came home to hot house, unit had gone out. I called Sears and they said they would issue an emergency request to all of their listed techs. In the meantime they advised me I could go out and rent a portable unit, pay for it and Sears would reimburse me. Called all local stores, even Wichita Falls, and there were none available. Window units will not work on my storm windows. I kept in contact with Sears. Lawton has been having triple digit temperatures since July. I called my insurance agent to see if by chance my policy would cover it. Of course they wouldn't. Had message on phone from local repair company and they came out and repaired it the following morning. I then called Sears and told them it had been repaired and asked them where to send the invoice. I was told that they hadn't authorized emergency repair. I thought they had authorized an available local company to repair it. I later learned that it was my insurance adjuster. I called and insisted on talking to someone higher up. I was finally put through to a lady who was able to get the amount of the part reimbursed, but not the labor because Sears had not repaired it. After this incident I will no longer make any purchases from Sears and definitely will not purchase a service agreement from them. I have taken out a service agreement with a reputable local air conditioning and heating company. It is my opinion that since Sears can not honor their service contracts and provide their customers with the service they are contracted to provide that they need to get out of the business.

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nothappy4years
, US
Oct 27, 2011 2:30 am EDT

Facts of life where I work: I spent 5 days in the hospital last week, not supposed to go back to work for 1 to 2 weeks, but I'm going back after one week anyway. EVERY time I have called in to inform managers of what is going on, I hear about how they are going to have to find someone to work my hours. Today I find that when I go back next week I am scheduled for 6 days straight because the poor guy that had to fill my hours was promised three days off for working so hard. Wow, it was such a vacation having probes stuck in my heart, three procedures done, ivs in my arm, etc., that I might have to do it again soon just for kicks and giggles! And these were female managers that are concerned more about having a sales person on the floor than the health of a coworker. Nice to know I'm cared about there. Can't wait to go back so they aren't inconvenienced any more.

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Nabaske
, US
Feb 11, 2012 8:12 pm EST

2017 we bought a refrigerator Amana from Sears totaling $ 2, 000.00i in 2017 it stopped cooling and I called the repair service and was offered a service agreement for $251. for one year up to $500.00 in parts and labor costs. I took this. The circuit board was broke and another one was put in. This agreement was til 2017 of july. In March 2017 the refrigerator stopped cooling again and I called and was offered a service agreement for $265 for one year with $500 in parts and labor costs. The service man said the coils had frost and he blow dry them so the refrigerator started working 2 weeks later it stopped cooling and it was near Easter and I lost my food that I purchased.

I make an appointment and a different serviceman came and said the circuit board needed to be replaced and the first man should of did it. He went to get it and the one he had was broke so he ordered one and it was to be delivered to our home. It did 4 days later and it was a refurbished product. He came out and replaced it. He said this products breaks numerous times and he has had to replaced several of them. So therefore a pattern is being formed and every year to year and half I will need a new circuit board costing me $265 or more for this agreement. I have already paid over $500. in 1 1/2 years.

I called Amana and all they say is agreement warranty. They will not stand up to their product apparently Thrughout the whole conversation all she could repeat is about the service agreement. So calling Sears again I complained and they reimburse me for food lost. But this will take up the balance of the agreement and if this product breaks I have to purchase another agreement. This product has a defect and I am getting no where with these companies . At this rate within 6 years and this product not cooling I will have paid to buy another refrigerator. This is not fair This is defective product and I am tired of being service agreement. I need for these companies to stand up and admit this is a defect product and by not putting in refurbished parts that just break in a few month at my expense.

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Lime
, US
Mar 29, 2012 9:01 am EDT

Sears Home Improvement installed siding on my home. The work occurred during a time when i had emergency surgery and was unable to inspect the project completely. Prior to contracting for the project, when I met with the salesman he specifically agreed to see that front columns maintain the shape and form of the wood. After the job, there were spaces and areas over the entire area that need caulking. The appearance of the columns was nothing like we had been promised. The job also stated that all wood would be covered however in the back some wood was not covered.

The next day the sales man looked at the work and agreed that it did not meet expectations. That was the last I heard from him. The area manager, Robert Gironimi, would not respond to e mails to schedule a conference and instead sent the repairman who had been the installer. I had to have someone else here that day and they did send the installer away because the person who had authority (Robert Gironmi) to make decisions did not come. Mr. Gironimi has since failed to set a time to look at the issues. I am extremely disappointed that Sears, a company with a long history, has reduced themselves to poor workmanship and even poorer customer service.

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Jobbale
, US
Apr 18, 2012 8:45 pm EDT

We have suffered very disappointing service from Sears Appliance Repair and Sears Customer Service around the same issue – a dishwasher for which we had purchased extended service. To begin the Maytag dishwasher itself had many repair issues. On three occasions Sears ordered the wrong part, on three occasions the repair was not done correctly and service had to come out again, and we, of course, had to stay home to be there.

Most frustrating has been since we began speaking to Sears Corporate Customer Service about the last repair, which is still incomplete, leaving our dishwasher inoperable. They have been stringing us along since last May around ordering the part that is required. I have spent countless hours on the phone with customer service staff, front line and supervisors, all of whom said that they were attempting to resolve the issues – that the part was on order, or the wrong part was shipped and the right part was now on order and so on. Since the last time I contacted Sears customer service by email they have not responded at all.

In the past we had purchased all our appliances for our home and some rental properties, from Sears. We will no longer be dealing with Sears – we have had far superior service from community based retailers and repair people. We bought a washer on 11/10/10 had it installed on 11/22/10 it broke on 12/ 7 /11 they wont honor the warranty even though its only two weeks out the worst part is this is a vacation home and the washer was only used twelve times, and the service dept. refused to talk to me unless i signed an extended warranty.

I am a contractor and always handle a warranty thats even a month out this guy was so rude that we are remodeling our kitchen with all new appliances i can guarantee none will be Maytag or come from sears.

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mcstylen
Mt Juliet, US
Jul 20, 2013 11:34 pm EDT

Today I was in the Cool Springs Galleria Mall in Franklin Tn. I decided to go shopping in the Sears store. While I was walking around looking for the women's size clothes. I couldn't find it so I decided to ask someone. The person I asked was working on the first floor Petite size. I asked her where the women's size clothes were. She said in a very smart I am better than you "THIS STORE DOESN'T CARRY WOMEN'S SIZE CLOTHES". Now I like shopping at Sears and KMART. But now knowing that you look down on plus size women. I think I will take my business elsewhere.
It's time for you to put plus size clothes in that store and increase the line you have to shop for in ALL STORES. Not every women is a Petite.

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Robin
,
Aug 05, 2006 12:00 am EDT

Sears calls constantly to renew service contracts. However, they promise the world and rarely live up to any of the promises.

I have had poor experiences of late. Years ago Sears was reputable, that is NO LONGER TRUE. Service has become a nightmare.

1. Last year a hot water heater stopped working. I called for service. They kept me waiting some 7-10 days. It was mid winter and freezing. No hot water for that period of time. No provisions are made for emergencies at Sears. They simply do not care.

2. Now I have a washing machine that has had 4 service calls this year. The machine still does NOT work. I have had to leave work to meet service men. I have recently waited two weeks for service on Saturday because it is ridiculous to keep leaving work for the same repair. Still the machine does not work. No supervisor is EVER around no matter when I call, after work, weekends, never. The service man wants to look for parts now and says perhaps in 10 days. 10 more days? I had just waited two weeks without service to say nothing of the fact that this was two more weeks after having had failures during the year also without service. I could easily have purchased a new machine and had it delivered locally within a day or two. Sears keeps you waiting endless and their telephone system is frustration, their people do not want to hear about problems and only want to sell. They fail in every manner. I tried email. They respond by saying wait 6 days or so. It is ridiculous to be without working equipment for these periods of time when contracts were paid for. Their lemon law statement on the phone doesn't match what happens when you need replacement. They never tell you they will frustrate you to the nines and keep you without service for long periods of time.

Be forewarned, when you think you need help you will be on HOLD.

Sears has become a nightmare to deal with. They take your money but care nothing about treating people with respect and honoring their commitments TIMELY SO AS TO make their service contracts worthwhile.

Don't waste your money.

Valerie
Valerie
, US
Apr 22, 2008 3:41 am EDT

Some how, sears Kenmore service is claiming we ordered the wrong water heater for $410 model 33956. How am I to know? Sears should be the expert, all I was asked was height and diameter, then the order was placed and my card was charged. Then the service guy came home and told me it was the wrong water heater model. The correct model should have been for 33205 power vent water heater $710. Apparently, there is a difference, some thing related to the venting coming out to the side. We had to pay $45 for today’s (April 21, 2017) trip and there will be two charges on the credit card, along with two receipts of purchases issues over standard mail. We need to check that the proper credit is applied on the card. There is also an extra charge for $75 replacement for the water valve on top which will be paid during the installation time. So, we are waiting for a call from sears to re-schedule the appointment. If they can get to it, it will be tomorrow April 22, 2017.

My question is why I should pay for $45 trip charge. When the sales person did not do HIS job. I asked, is there anything else needed? Any other information? How do we ensure it is the correct heater? Person said: "no worries I got you covered".

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shalon
New Brunswick, US
Nov 25, 2009 2:46 pm EST

my daughter started working for sears on oct 31 2017 this is her first job she ever had she just graduated from high school this year she is a good worker has been to work on time and whenever schedueled however they fail to pay my daughter for her time and work she did not volunteer to work at sears she applyed for a job in order to get a pay check and they keep giving her the run around pertaining to her wages she has not received any wages at all from the company and she has been there very close to a month now this is very bad business and i dont think its a good place to work...

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Akenno
, US
May 04, 2010 6:29 pm EDT

I went to the "Door Buster" sale this morning at 4 AM. I was the second person to be waited on in the appliance section. I wanted to purchase the Kenmore washer/dryer on sale for $589. At 4:05 AM while the one of the two salespersons in that department were still helping their first customers of the day, I was told that model was "SOLD OUT"...really...how could that be since no one else had yet been waited on... Sears Door Busters...spelled SCAM! I'm an attorney and I'm filing a complaint with the AZ Attorney General's consume affairs office on Monday. Anyony want to join in and make it a class action suit vs Super Scam Sears?

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Kuberdino
, US
May 11, 2010 9:12 pm EDT

Okay I work for a sears store and I will tell you this that most customers come in witha chip on their shoulders anyway... They are nasty they lick their fingers when they count their money. They try to scam us by trying to get a deal by taking buttons off of the products moving signs and the list goes on and on.. They get mad at us because you have to stand in line what store do you go to that you don't have to stand in line.. We work as fast as we can but when you rush us... You make us miss things and then you silly people swipe your cards before we even scan anything how stupid what are you even paying for any way... Oh yeah and the dumb people who don't even read the sales paper it will clearly tell you when you can get the sales how lazy and you wonder why you leave... You need to because you clearly left your brain at home... No matter what store you go to you will be a poor customer who think you can get over where ever you go that time is over.

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Shineme
, US
Jun 17, 2010 7:12 am EDT

OMG! Where can I begin When the government was giving out the rebate for appliances in Illinois we wanted to take advantage of it, We wanted to buy a dishwasher it was to be an early mothers day gift that has turned into a disaster. We were given the run around in the store so we would not make the time crunch on rebate and then the manager (in North River side mall his name is Chris) took off and we needed to get someonw from another dept to ring us up. Well We called on the expected date of delivery and my husband got hung up on and sent to voicemail. I had to show up in the store after they did the same to me. When there an employee could not get ahold of the manager Chris for like 15 min. finally he showed up remembered me had major attitude when I asked for compensation of free delivery when my item arrives he uy who was on the line saying he was not manager was him I said no we dont do that no way. Well after going to see if my item was there about a half an hour later he showed up said oh its not in this days delivery but i need a copy of ur reciept. and promise to call you friday(I was there wed) at 2pm with any info and you will get free delivery. Well Friday at 5pm I called first the guy who said was not him was him same voice after 25 min on hold on my cell and he said oh still no info.. I proceeded to explain i would appreciate a call back common coutesy. So supposably I will get one on Monday and wednesday. I hope someone can help We will never purchase an item from Sears again yes the service at North Riverside Mall with manager chris(in Illinois) was / is that bad.

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Speple
, US
Jul 22, 2010 6:18 am EDT

I called Sears in April and stated my heat pump needed repaired. A service Tech came out and supposedly fix the problem about 35 days later I had the same problem. I called Sears and they stated that someone would be out within the week .Sears stated No charge because it falls under the 45 day warranty. The same tech. came out and stated that I had the same problem, a leak. Sears comsumer relations stated there would be no charge because it is cover under a 45 day warrant agreement if it is the same problem. The tech stated it was the same problem. Todays date is 06-07-2017 the tech came out today and also came out on 05-31-2017 when ne came on 05-31 he stated he would make the repairs on 06-07 after getting the parts and I had enough freon to last until today. However when he comes out today he charges me $435.00 for the same problem and stated he could not fix the problem because he didnt have all the parts. This upset me because I stay home from work last week and this week missin two days from work. and the heat pump is still not repaired. I called customer relations a numerous amount of time and they stated twice I did not owe anything but I quess after talking to the tech they change there story. The estimated cost ticket the tech gave me stated it was the same problem as before. i called Sears customer relations and held for a worker by the name of Marsha for 16 minutes who stated she would check on it but never came back to the line. I called Sears once again and this time a nice lady by the name of Karen stated she would text Marsha and have her to call me. Its been an hour now and no call back.. The tech for Sears just got in his truck and left without saying a word. I used a coupon the first time after I call the Sears service center and asked for a tech to come out I recevied a coupon in the mail and after the tech had diagnois the problem and came in for me to pay the bill I asked if I could use the coupon he stated yes and now Sears are trying to say because I used the coupon I am not under a 45 warranty for repais made. What sense does that make?

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sidney klein
scottsdale, US
Aug 24, 2010 5:55 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

i complained several weeks ago about a refrigerator filter i purchased and why you had to raise the price. i was told that the manager would call.she called and i talked to her and we reached an agreement that she would credit me with the 10% increase in price.
to date that has not happened. i have been unable to reach her, leaving my name and phone number with no response. if this is the way you handle business, i do not care to do so with sears

sincerely
s j klein

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SEARS AT NORTHLAKE Has BAD EMPLOYEES
Charlotte, US
Dec 07, 2010 4:12 am EST

When I arrived to the Sears store I was greeted by a man named Lloyd, later I found that as I was browsing around the store all three of the male employees including Lloyd were surrounding the store computer that sits right beside the appliances in the middle of the store. They were looking at nude pictures and discussing meeting up with women online..I found this appauling. I was so distubed that I said nothing and then left and went next door to Oreck. When I was coming out of Oreck I found that Lloyd and the other male employee were in a parked car out front of Sears and it appeared that they were smoking marijuana in the parked car. I will never go back to this store again! Someone needs to do something about this and drug test there employees!

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tkdkc51
, US
Jan 26, 2011 12:37 am EST

On 1/22/11 I agreed to pay $96.00 for a home service appointment to repair a Sears Craftsman snowblower. The window of service was 1:00pm to 5:00pm on 1/25/11. The service team never arrived and I lost half a day of work. I complained to their email and the response was "Oh no" we are sorry you no longer want to be on our email list. Sears is a pathetic fraud.

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Graham Vero Beach
Vero Beach, US
Mar 14, 2011 10:58 pm EDT

We have a Kenmore fridge under warranty from Sears. I need a filter (which I bought) replaced which requires removing the casing etc. They said they would be out today 3/14/11 between 1 and 5 pm. By 4.30pm (after waiting in all day) they had not arrived. I called and they said it was still on the schedule. Called again at4.45pm. Same answer. Called at 5.00pm and they said the technician could not make it. They would have to reschedule. My wife was off work today and instead of going out with her I stayed in all day waiting for this person. Very annoying. Looking for some way to really put it to them but I'll start by letting everyone know on this board that their service is awful.

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smccubb
Leduc, CA
Sep 17, 2013 10:50 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Our 10 month old fridge quit on us a week ago- so I immediately called Sears for a repair. The repair man finally came today - 5 days after making the call. The repair is a major fix and needs a new compressor, which could take a week or two to come in. So tell me Sears...what have you done to help me? I asked if I could return the fridge for another - the answer I got was a definite NO. I asked if I could get a local repair man out to speed up the process and submit the bill...the answer was NO. I asked if I could get a loaner fridge (even a small bar fridge)...the answer was NO. I have 3 small children at home. Perhaps I could buy a cow so we could at least have fresh milk- but that wouldn't be very practical now would it. So tell me Sears...where is your customer service that you boast about? How am I supposed to cope without a fridge for 2.5 weeks? When I called the 1-800 service number and asked to speak to the manager, the girl on the Sears end said she didn't know who the manager was or if they even had a manager. She left me on hold for 12 minutes while she went to figure out who her supervisor was. Customer service? I think not! I will never buy another appliance from Sears again- and will be sure to post this on every rant site I possible can. How disappointing! Shame on YOU!

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DonnaAH
Woodstock, US
Jan 09, 2014 2:17 pm EST
Verified customer This comment was posted by a verified customer. Learn more

On 1/12/12 I opened a lay-a-way with sears. when I went in to make a payment on the due date, the store cancelled my lay-a-way that morning, now mind it it was not late it was due that day! I was to get a check in the mail on 4/12 nothing came. I've been fighting with the corp offices on this for almost 2 years to get my 240.00 back. I have been told that I have to give them the sears credit card number that was used on the account. WHAT I've never had a sears card and it was cash/ a bank debt card for payments! I asked for another check they told me it has to go on the card for that is money laundering? WHAT? you are kidding me right? I have the recpt with facts and debit card last 4 number on it to prove it was not payed in the form of a sears credit card! I want my money back with interest, hell you have had it for 2 years, you kept the merchandise and my money. They sold it made money and used my money for god know. This is be a pain and its still going on. What can I do to get it back? I need Help can someone help me with this PLEASE!
Email me @ dhaley6362@bellsouth.net

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Vickie Craig
,
Nov 30, 2007 12:00 am EST

I have received several coupons in the mail/newspaper ads toward a certain purchase. When I go to the store to redeem them, cashier says that they are not good at this store (in our area) - but coupon says nothing of the sort. I believe they just want to get people into their stores to shop - once we find items we want - we are going to purchase them if our coupon is valid or not. This is not right!

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samam veet
,
Dec 03, 2007 12:00 am EST

We have been trying to get our dish washer repaired by Sears for the last couple of months. The Master Protection Plan for a year will not mean much if you get an appointment that is too far dated. The problem started in the third week of August 2017. We got an appointment after two weeks. Well, that was just the beginning. He ordered new parts and asked us to wait for a few more weeks to get the parts. After three weeks, we got the parts and scheduled an appointment that sears could not keep. I took a day off for the technician who was supposed come anywhere between 8AM and 5PM. I haven't seen other companies giving a time-window like this. They think their time is so valuable and ours is not. Late in the afternoon, got a call from the routhing department that the technician cannot make it. The rep said she will give me a date sooner, but that turned out to be another unkept promise.

Finally, we got the appointment in third week of October. Unfortunately, we missed that date. We paid the price for that, may be a little too much. The next date we got was mid November, again another 8-5pm window. Okay, we thought it was our mistake, let us not complain about it.

Then that November date came. My wife had to be away from home for 30 minutes in the after noon. considering what had happened earlier she decided to be pro-active. She called the customer service at about 9:00 am and told that no one will be available between 3:00 and 3:30. They said they will pass it on to the routing department. You guessed it, the technician called at 2:50 and said he will be coming at 3:00. She told the situation to the technician and asked him to come back after 3:30. She came back home at 3:25 to see the note from the technician that there was no one home. I checked with Sears again they said as per their note, the technician came home at 3:40 and there was no one home. Either the technician was lying or the rep! They just don't accept the fact that it was their mistake. The next date I got was December 13th. They are a bunch of ____ who just don't care about us. Well, I was given another number to report any complaints. But, it did not make any difference. When I told about the long wait, the 'customer care rep's aid problems with dish washer take a back seat compared to issues with oven and refrigerator. She said dishwasher may not get the immediate attention. That is a good point and I agreed to it but when I asked her when the problem with it prolongs for something like 2-3 months, don't you think it should get the attention sooner and it cannot take a back seat for ever, she immediately agreed to that but that did not make any difference.

The water is held up the dishwasher and it is nasty. You can see the picture for yourself.

I am fed up with this. Even if the technician comes on Dec 13th, I don't think he/she will be able to fix it right away. Typically they will have to order the parts and then wait for a few weeks to arrive and then fix it. It is not worth taking their 'Master Protection Plan'. If you don't get the service in time then what is the point! I am going to buy another dish washer from Home Depot and going to live happily ever after. The Sears customer service is so poor, well, may be there is no such thing as 'sears customer service'. I am going to stop doing business with Sears. I will cancel the credit card and also cancel the so called Master Protection Plan that literally protects nothing. Good Bye SEARS...

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Ken
,
Jul 08, 2008 5:13 am EDT

We spent over 8 k for a top of the line HVAC system for our 2 story house 2 years ago. The system is leaking. Sears says there is no warranty on anything and we are stuck with a system that is on the edge. The rep (an independent dealer) told us that the unit had a 10 yr parts warranty. Not true.

We call Sears they don't care and now I am on a crusade to let anyone know what they did to us is epidemic. They are no longer the company they once were. Heck they aren't even close

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Eddie Fashion
scottsdale, US
Sep 16, 2008 5:12 am EDT

I bought a Beverage cooler (a mini refrigerator) from Sears.Only had it for about 5 months. It cam with a dent in the door, they replace door, it had a broken tab, replace tab, this is the good part. The condenser got a hole in it, freon all in my basement. I called the sent a tech out a week later (I took off a day from work). Said they will get the part and repair the frig. got the part. Two weeks later a Tech came to but the part in and said they needed another part. Found out the part is not available. Now the tell me it is no longer warranted. two days off from work. I called source one explained to them what happened. the said the have to send the head Technician to confirm the problem. now this is the 3rd day off from work. The technician called me at 11:00 (the appointment is from 8 am to 12 noon what a window) and said their is no reason to come there so he did not show up. now I only had the frig for about 5 months . They wont fix it and if I want to fix it. I can not because there is no parts for the frig. I am self employed carpenter so every day off is money. I could have bought a new one with all the days off. If anyone else want to jump on this with their experience. email me eferraioli@verizon.net. My friend is a layer that is going to help. This is wrong what big companies do.

Do not buy from SEARS OR KMART, SEARS AND KMART ARE ONE COMPANY NOW.

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Brigitte
,
Nov 29, 2008 1:27 pm EST

We called Sears on 11/25 at 6pm to let them know our water heater had burst and we needed a new one. They sent out a Technician at 8:30 am the next day who looked at the water heater and said, yeah, you need a new one. Someone will call you in an hour to schedule the appointment. No one called. 4 days and at least 25 calls later, we still have not gotten the water heater. My poor mother has arthritis in her knees and her only relief is sitting in a hot bath, but we have a special tub with a side door so she can get in, and it requires that you are in with the door closed before running the water. This eliminates the possibility of boiling water (like the rest of us have done), because she could get scalded. This is now 11/29 - after the appliance dept manager said he could assure us the water heater would be delivered / installed today, we were contacted by the contractor - Fast (ha!) Water Heater - and were told that they did not have enough installers to do the job today and we would get it on Monday, 12/1 - then the installer himself called to say the store did not have the one we needed ready until 12/2, so he would be out on Tuesday, 12/2 between 1 and 3 to install it. When advised of our situation, he said its not a unique one, that he has known of people that have waited 2-3 weeks for a water heater, so 4-5 days is nothing. Such a casual attitude! My mom has done business with Sears for over 40 years and has always had the "Maintenance Agreement" Problem is, the sales and service are so bad, it makes the protection plan useless! I cancelled mine today and will do business with other companies that at least try to act like they care about their customers.

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Frank Gruber
Dubuque, US
Jan 05, 2009 10:50 pm EST

I have had a camcorder repair warranty with Sears for years, but have never had the need to use it until now. I decided to have normal cleaning maintenance performed on the unit. It was in perfect working order when it was sent in. Two weeks later Sears informed me that it was not repairable. They did offer $250 to pay on another item, but I told them to send me the unit back and I'll find another repair shop. They said if it was sent back...I would lose the $250. This is an older VHS camcorder which I love. If they are unable to fix these older units...why warranty them in the first place? When I called the phone numbers to complain...they had a mocking tone of voice. Beware of dealing with any Sears warranty.

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Unhappy with Sears
408 almar court, US
Feb 24, 2009 8:24 am EST
Verified customer This comment was posted by a verified customer. Learn more

Stay away from Sears appliance repair. I had a problem with my refrigerator and called Sears repair. I had an appointment for the next day from 1pm-5pm. I took off of work early and guess what, they never showed up. Called to complain and they said that they are sorry, and will have someone come out next day. They also said to call back and they will compensate me somehow after the repair is done. The tech arrived at 2:10 the next day. He took a look and told me the thermostat was broken and need to be replaced. He print out the estimate. The total was$227.00. The labor was $190, and the part was $25. I told him to go ahead thinking it was a tough job and that he was going to be here for awhile. Plus I had a frig full of not cold enough food. He arrived at 2:10 and he left by 2:35. This included everything, from greeting me to me paying. I was charged $190 for labor for 15 minutes of actual labor. Are you kidding me! What a rip off! I called Sears the next day, and they said that they will mail me a $30 gift card for the no show. They said that the tech charged the right price. I told her that my attorney dose not even charge that much for 15 minutes. She said they charge by what needs to be done, and not by the hour. Sears Appliance Repair, BEWARE!

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Gennedy
, US
Jul 08, 2009 5:04 pm EDT

I had a very bad customer service experience with Sears concerning the purchase of a washing machine and dryer. The nature of this is as follows:

1.) It smelled of "bait and switch". 2.) Sears displays items on their showroom floor that are "not available" but customers may not find out about this until the items have been paid for. 3.) Sears refused to issue a refund when it was obvious to me that they had a very limited stock of washing machines that were available.

Therefore, I am filing this report.

On Jun 13, 2017, I bought a GE washer (Sears #[protected]) and matching dryer from the Sears store in Westminster, Maryland. The washer failed (bad transmission diagnosed by Sears Repair Service) within four months of purchase.

Sears ordered a replacement GE washer. The transmission failed on the replacement washer within two weeks of delivery.

I returned to Sears and told them I wanted to return the second defective GE washer and dryer. I picked out a matching Maytag washer and dryer. The dryer was delivered but the washer was not. I went to Sears and asked about the status of the Maytag washer. The sales associate could not retrieve any information and made a call to a woman named Ann who told me "That Maytag model is no longer available."

I told Ann "OK, I’m in the showroom looking at another Maytag washer that costs $40 more. But this washer doesn't match the dryer you delivered two weeks ago. If you have this model and a matching dryer I’ll take them but you will have to pick up the dryer that you delivered two weeks ago because this Maytag washer and dryer have silver consoles and the first Maytags I ordered are white."

Ann told me "That Maytag washer is no longer available either and if we pick up the dryer that was delivered two weeks ago, we have to charge a $60 restocking fee..."

I told Ann that when I bought the Maytag washer and dryer, I was not informed that the washer was not available. She told that if I didn’t want to pay the 15% restocking fee, I could pick out a washer “similar to the dryer that was delivered” . I told Ann that I wanted Sears to pick up all merchandise and issue a full refund. She said that Sears could not do that.

I spoke to Ann’s supervisor and the supervisor waived the restocking fee. There weren’t many choices left. I picked out a Kenmore 600 washer and dryer that were on display. The supervisor informed me that the washer was “not available". Note - "not available" did not mean "not in stock".

The supervisor then informed me that the Kenmore 600 washer had been replaced with a newer version and gave me the model number of the newer version. It was not on display or on the website.

I agreed to the delivery of the newer washer IF it matched the Kenmore 600 dryer on the salsales floor. I asked the supervisor if they matched. She assured me that they did.

On October 26, the washer and dryer were delivered. They did not match. According to the driver, this is because the Kenmore 600 dryer was a 2017 model and the Kenmore 600 washer was a 2017 model. He said the 2017 Kenmore 600 dryer was “not available yet”.

I called the Westminster Sears and asked for the manager’s name. The woman who answered the phone refused to give me his name but said that I could speak to him. I agreed, told her the nature of my call, and was put on hold. The woman returned to the phone and told me that the manager was in a meeting. I left my name and phone number and insisted he call me. He never did.

I contacted Sears corporate and they eventually sent a matching dryer.

I do not hold Sears accountable for failed GE washers. However, to have a showroom with several washers on display that are “not available”, with dryers that “are available”, and merchandise that “is available” but not on display materially or virtually binds the customer to deceptive marketing situations.