Sears review: Replacement parts 479

I bought a refrigerator on 7/18/2017 and was told that delivery would be on that Wednesday, 7/22/2017. I did not get a call so I contacted the store and was told that delivery would be on Thursday, 7/24/2017. I did receive a call the night before confriming delivery for Thursday, 7/24/2017 between the hours of 4:00 and 6:00 p.m.

I waited at my home that I was to lease beginning Monday, 7/27/2017 from 3:30-9:30 p.m. I called delivery at 5:30 and was told that I was next on the list and they were in route. I called again at 6:15 and was told that I was next and they were in route. There were 13 deliveries that day and I was #12. I became frustrated because I was suppose to be presenting at 6:30 at a school for work. I called agin at 6:45, 7:00, 7:30, 8:10, 8:50, and 9:30 and finally someone told me that I was not going to get my delivery because the delivery staff stopped delivering at 3:00 p.m at delivery #11.

I was pissed. I went to the store the next morning and asked about my delivery and I was told that it was at the warehouse and they do not deliver over the weekend. I asked for my money and Janice, Operations Manager refund my money via my credit card and said I would have to wait the 3-7 days for it to post at my bank. I called the Store Manager, Coretta to file a compliant and she blatantly hung/slammed the phone in my face. I waited a few minutes and called back and she did it again.

This has been far the worse experience in my life with a major department store and delivery of an item. My tenants were very upset that the refrigerator was not in the home and I had to pay rental cost for 3 days ($43/day totaling $139) until LOWES was able to professionally deliver my refrigerator free of charge. In addition, I missed my presentation for work from 6:00 p.m. to 8:00, costing me $200 and a reprimand from my supervisor.

Sears located at Southern Hills Mall - Sioux City, Ia
On Oct. 16, 09 we visited the men's dept. intending to buy a suit. Stood around and asked if there was anyone to wait on us. Kept asking and finally someone came from the office. Needless to say we were appalled that there was no one in the dept. who knew anything about men's clothing or fitting.We were told that this is no longer an option. We then went to Younkers and were greeted with a very competent clerk who knew what he/she was doing. We bought a suit, shirt and tie. No one can be competent in all departments, which seems to be the rule today.

Waiting for credit "of $1213.98. From nov."09. I have called and gone to sears, dozens of times, and emailed, regional manager, frank buffalino, twice, to no avail. *sears sucks!* I am no longer a sears customer after more than, *50, * years! In the past, I also had 2 oil filler caps lost within, 5 weeks by sears auto departmemt! *it is obvious that sears does "not," care about, *customer service!*

I bought a New Furnace from Sears and had it installed last summer (2017). When I first ordered it, the Rep. I talked to assured me the repair persons were on the payroll and paid by the hour and they were not freelance. I asked them if they’d check and /or change the filter from the fuel-oil tank, They assured me they would. Well they didn’t. When the sales person came to size the house and old furnace he knew what I needed and showed me a picture of the furnace I’d be buying. After he gave me a price of $4400, I said that was too much. I can get one local for a much cheaper price. He then said, “Let’s see what I can do here.” After a few minutes he came up with a price of $3700 which I agreed to. The one thing he kept my attention from was the furnace he first showed me. I had no idea it was going to be a much smaller one then first showed. After the furnace worked about 25 times this past winter, it quit. I called for a repair person and was assured one will be there some time the next morning. (Mind you this is the middle of winter.) Well no one showed up. I called again and was assured he’d be there later tonight. Well, no one showed up. (Did I mention, this was the middle of winter?) I called back and again and was again assured he would be there that afternoon. Well, he wasn’t. (Middle of winter I said, didn’t I?) I called back again and I was told he will be there later today. He did finely show up that night about 7PM. The nozzle was plugged up, that’s why it wouldn’t fire up. Now if they’d changed the oil filter like they promised, this could have been averted. My advice: do not trust any company in this country anymore. If you cannot trust Sears, you cannot trust anyone. Smaller furnace then showed and the repair persons were free lance; they accidentally told me as much.

I had called sears to have my dishwasher service loud noise, technician came out and said food chopper wash broke by toothpick and needs new heating element.A week later different tech comes to replace both parts very slow and confused took 45 minutes to put food chopper in, not too mention it took him almost an hour to remove and replace elemnet (only held on by too nuts . First time running a couple hours after tech leaves. severe loud noise like metal grinding on metal .When I call sears call center first person hangs up on me . Whern I call back second call center person says call tomorrow . I am calling for seevice for tomorrow now, when I ask for supervisor same operater comes back and says call tomorrow and hangs up!

I bought some Kenmore appliances--first mistake. Both appliances, a refrigerator and dishwasher, are poorly manufactured, required frequent repair and perform poorly. My latest experience, however, is with Sears 1-800-4-my-home begin_of_the_skype_highlighting 1-800-4-my-home end_of_the_skype_highlighting. I called to schedule repair service and found, to my surprise, a pretty user friendly electronic service system. Schedule the services but got a really long window, 1pm TO 5 pm. Arranges to be home, took half a day off of work and arranged child care. Guess what? No one showed up and I did not receive a call, even though I was at home, gave them both my home and mobile phone numbers. When I called to ask where the service tech was, I go someone who did not really speak English, and all they could say was sorry, that they did call and asked me to re-schedule. They never called and I will never, ever, ever, and never purchase another Sears appliance nor schedule any of their services. For you sanity, use someone else.

I scheduled an appointment with a rep over the phone a week ago to repair our broker dryer which is still covered under the warranty. We took time off from work and confirmed with them 3 times to make sure that someone would definitely be here. Then, we got a call at 2:10 the day of my appt saying no one will be coming and the next available appt is 2 days later. We have kids which means a lot of dirty clothes to wash. The weather is so humid that nothing gets dried by just hanging in the laundry room.

I was irate and asked to speak to a supervisor who in turn told me there was nothing she could do for me besides rescheduling another appointment which she can't promise that someone will come out on the rescheduling date.

We bought tens of thousands of dollars of appliances from Sears over the years, and this is just a terrible way to handle a business and its customers. We will never buy anything from sears ever again. And I will make sure that such terrible business practice are to be known by all my relatives, friends, coworkers, and anyone I get in contact with.

Purchased two appliances on 1/1/2017 from Sears. Ad for Sears claims rebate to include both 15% discount and free delivery and haul away. Sears rebate on line did not provide rebate as per ad. Through a phone call to the Sears rebate center I learned that Sears will not provide a rabte as per their mailing and website. Rebate program 70726 specifically states a customer must choose ONE rebate, 15% OR Free Delivery OR $35 cash back on installation. At time of sale, store clerk promised rebate as advertised would apply. Sears has a help ticket in and the resolution is that the Sears sales people verbally promised to help me fight for my rebate and invited me to come to the store after I accept receipt of the appliances. Knowing that the rebat form in writing conflicts with the advertisement, I am deciding to not receive the appliances to avoid a costly legal battle, a cost that would exceed the rebate value of ~$150 for delivery and installation.

I strongly caution everyone to make get the details to their rebate in writing and follow the written word. Do not listen to verbal promises as written word overrides verbal promises in most cases.
PS Range and dishwasher were purchased on 1/1/2017

On 3/29/08 we received an email notice from Sears of a limited online VIP sale. It had online only specials which started Sunday at 6PM. Since we were in the market for a new refrigerator we attempted to purchase one online using this sale. We tried over and over to get the sale to go through on a 22.4 cu. ft. Trio French Door Bottom Freezer Refrigerator. Our order summary came through showing this was $988.10 with $65.00 for delivery. This was also supposed to be 12 months no interest on our Sears card. When we attempted the checkout, we couldn't get past the delivery address page. So I called their customer service. They weren't able to get the sale to go through either! The young woman put me on hold to speak to her team. When she returned she said no one could figure it out; but, they'd called a supervisor at home who would be in in two days and she would complete the sale for us. I should call back then and ask for the supervisor. When I did so I was told in no uncertain terms that they had absolutely no idea what I was talking about! So I sent a complaint to Sears via email. The big information they returned was that Sears doesn't deliver to the address provided! No one could tell me this Sunday night?! So, just get in touch with one of our stores - which of course wouldn't honor the sales deal since it was past the date! So, I contacted them via email AGAIN specifically asking why neither the computer program NOR their customer service people could tell me that was the problem! All I got back was Thanks for the feedback and it will help them improve their service. I can't get anyone to honor the terms of the sales event and get this refrigerator! It's like they don't care that I wanted to buy a $1, 000 refrigerator from their business. I believe they should have contacted me ASAP with information in writing to allow me to complete the same purchase and pick up the refrigerator at the store. But I can't get anyone to even answer that part of my complaint. I hope this reaches the right ears. I was going to contact the company president then found out they can't get anyone to take the job! I wonder why!

I purchased my Sears Kenmore Elite Side by Side Refrigerator in 2017 model number [protected]. This side by side refrigerator has had continuous maintenance problems. Don't buy one even if it is a newer model. The elite side by side is should be considered a lemon.

Beginning when the refrigerator was only 2 years old the freezer just stopped freezing. As I opened the door and noticed water in the bottom from all the melted ice I began to realize everything was melting. I called and purchased a warranty but it took Sears 5 days to send someone out to repair the refrigerator. The repair person was well aware of the problem and fixed in by replacing a part and in and out of my house in under 10 minutes.

That was only the beginning. Next the ice maker just stopped making ice another service call. The handle of the front of the door fell off. Another service call. The lights quit working and would not work even by replacing the bulbs... another service call. Ice maker quit working yet again. As I began researching different websites I learned that many of the these problems especially the first problem where the freezer stops working is common. It appears not only in my 2017 model but also in more recent models as late as 2017.

Sears will not replace the refrigerator under the warranty program unless you have more than 4 service issues in 12 months. So your stuck with an unreliable refrigerator. Most of us just take it for granted that our refrigerator is going to be working every day. My last Sears Kenmore refrigerator was over 15 years old with never not one single repair issue. This new refrigerator is definitely a problem.

The only salvation for this situation is to continue to purchase the Sears home maintenance warranty package so that they continue to fix these problems. Seems to me they should recall the parts with problems and fix it for free. Making me purchase their service package to continuously fix their lemon is not just not right.

It is terribly inconvenient. I would not recommend anyone purchasing a Kenmore refrigerator of any make or model after this experience.

I purchased a HVAC unit from sears 4 years ago. I also purchase the "GOLD MASTER" warranty plan which we were told would cover parts & labor for 10 years.

Now that 4 years went by, the condenser unit failed (smack in the middle of the hottest part of the year) - I called the repair center and they responded with "We can have some one out on xx day". OK so far good.. now xx day rolls around and no repar man shows up!

So I call back and request information as to why there was a no-show when I had to take time off from work to be there. Sears customer "service" (yeah right!) responded with "Well sir it seems here that you scheduled the appointment for 3 more weeks from now" --> now what consumer in even there WORST state of mind, would schedule an appointment for service 3+ weeks from the time that thier unit is broken while living in a house under TRIPLE digit heat?

So now after the condescending CSR discussion and being told that the labor was NOT included in the waranty - and arguing with several individual's (after being put on hold for a long time / transferred to a 'supervisor' etc..) that have NO IDEA what the previous rep talked to me about... One of them finally conceded that "Yes 3 weeks to wait is excessive" then offers to transfer me to the supervisor of the routing department AND HANGS UP ON ME!

BTW - it is now 10 days after my unit quit and they still have not come out to service the unit!

So now it's Monday - they agreed to send someone out on this day and then we get a call that the appointment has been CANCELED because the technician is SICK!

Now here is the kicker... Being the sly little sucker my wife is. She calls Sears and asks to talk to a salesman for central heat/air -- when talking to the salesman, he assured her that not only after purchasing a new unit (he had no idea we were current unhappy customers) could he get it installed within FORTY-EIGHT hours but if ANY repairs were needed it could be resolved within the same timeframe!

My question is -- if a sale can get installations within that time why does sears treat it's existing customers with so little regard!? Do they not even know the term "Customer retention"? I tell you now at this point -- I will NEVER buy from them again!

I baught Sears repair service plan so they can fic my washer when it brakes and they do regular meintence.

When my washer start leaking, i call sears service, they tolled me that that they can also do meintence on my dryer for additional 40$ . I said ok thats fine. I need my dryer to be checked out any way.

Repair guy came 1 1/2 hr later then original 5 hrs time slot. I took time offf from work so I can be home.
Well repair man had all the material to fic my washer but the person who took my work order screwed up on service order. It was created shuch awy that repair man can only do meintence of dryer which is not part of the contract(I am paying out of pocket 40$) and the washer that was part of my meintence contract he can not do it becuase they way work prder was writen(I guess they are two keen to sell additional serivces when you call for services and they coudl careless abotu my original proble.) As a results of this they guy left my home with out fixign the owasher. when he I called the customer service they says they can not do anythign about it. I have to call again and make another appointment (yet I have to week another few weeks).

I am very disappointment by the scam that run by Sears that they can not provide srvice that they promise.
The manager and customer servuce were very rude. They don't even want to reembursed me for their mistakes.

I own a Kenmore Elite Refrigerator Side by Side, Mfg Date of 8/02, that was installed by KB Home in my new house 11/02. The refrigerator walls are cracked. The technician for A&E told me that I should buy a kit to repair the cracks. I am not sure that this is the correct thing to do. Anyone else experienced that? Also, the ice maker stopped working, I've replaced once already. I refuse to replace it again. Anyone know of any recalls?

What can we do as a group? any ideas? it seems that we're not being heard by Sears or anyone else.

Any help would be useful. Thanks.

I bought everything from sears-- expensive oven (about $1900 before discount, Kenmore, Sears's own brand), a refrigerator, dish washer, clothes washer, dryer, water softener, vacuum, even ping pong table, and more.

Then nightmare began:
(1) The expensive oven broken down in July 2017, about 2 years after original purchase. The stupid computer board burned! It was repaired in Oct. 2017.

(2) In July 2017 ( 3 years within the purchase) the refrigerator stopped working-- called Sears and they rudely declined the repair. I then spent about $150 to have it repaired;

(3) In July 2017 ( 3 years within the purchase) the clothes washer broke --called Sears and they told me I have to pay $129 + parts cost. I feel so hurt and paid a local repairman about $100 to have it repaired.

(4) In August 2017, the expensive oven failed again-- the same issue--stupid computer board burned-- it's about 11 MONTH since Sears replaced it! Called Sears customer service and was transferred to different departments. Spent at least 2 hours with Sears and got nothing. I feel I deserved a free repair because it seems Sears repairman put a defective part 10 months ago, considering how expensive this oven is but how easy-to-malfunction it is, considering thousands of dollars I have spent Sears. Look how I was treated like a monkey -- those trained Sears rep kept you waiting for hours and then read some phony instruction they were given so say No.

Hi, guys> looks at me and see how Sears treats its loyal customer!

This is the letter I wrote Sears:

Dear Sirs, I arrived in TN after a 6 hr trip from Savannah, Ga. with my three kids, after having to charge my 5 mth old battery in a Kroger parking lot ( my husband is deployed to Iraq). The van made it to TN fine, but my sister encouraged me to let her mechanic look at it. I brought my van to my sisters' trusted mechanic on Dec 28, 09, where it was confirmed that I had a bad battery. Since I purchased the battery at Sears, I brought my van into Sears at Hamilton Place Mall in Chattanooga the next day, and told them the battery was bad and asked if they could check it and change it. Anthony is the salesclerk who helped me. The first impression I recieved was of a man with dreadlocks (which is not the problem), his pants hanging off his rear, and complaining about wanting to go home. I felt as though I was a bother and that he really didn't want to help me. It was definitely not a good first impression for Sears. After about 1.5 hrs, I was told that it was the alternator- not the battery that was bad, and that it would cost over $300 w/ installation. I insisted it was the battery and not the alternator and asked if the battery was checked and told him that my sister's mechanic said it was the battery. I was told that the battery was not checked, because once a problem is diagnoised the machine stops and they don't go any further.I asked if they would check it anyway and he insisted that he couldn't. I called my mechanic in Savannah, Ga., who had just serviced my van a few days before my trip, and told him the symptoms, and asked if he noticed any problems with the alternator. He said it sounds like the battery and not the alternator and that if it was the alternator, a light would be lit on the dashboard- and there wasn't. I was so fed up by this time, I told Anthony he was trying to take advantage of me and that I would drive all the way back to Savannah with a bad battery, and take it to my mechanic whom I trusted. Anthony did not seem to have a problem with a woman and three kids driving 6 hrs with a bad battery. I did not receive a print out of the test showing that I had a bad alternator and didn't think to ask, but was told by my mechanic that I should have received one. The next day my sister insisted I take it to the Sears in Hixson and said they were honest there. I took it in and reported my complaint to the General Manager - Tim. After a few hours we returned to find that they had confirmed, that the battery was bad and that there was nothing wrong with the alternator. They gave me a brand new battery and apologized for my experience at the other Sears. Since the team at the Hixson Sears had a completely opposite diagnosis than the team at Hamilton Place, one of them was lying and since I have the printout from the diagnotic test from the Hixson Sears, I'm inclined to believe it was the team at Hamilton Place that was trying to take advantage of me. I am writing to make sure that no other woman, or any man for that matter, will have to go through what I have had to endure. It is appalling that there are those who would try to take advantage of a woman and her kids- whose husband is deployed, fighting for our freedoms - especially in hard ecomomic times as these. That experience has definitely warped my view of Sears and I will make sure I tell everyone I know, of my experience. Since my husband commands about 5, 000 soldiers and their families, many people will hear about my experience. And since word of mouth is the best advertiser, I don't think the service I received from Anthony and his crew, is the service you want your customers to receive, or hear about. Thank you for time and effort in making sure this doesn't happen to anyone again.

Walking in I tell my wife that" I liked shopping at sear .They always got the a alot of the doorbusters." We get in and about 25 people are there . I get in line. No one at the reagiter . the worker is at a coumpter off to the one side helping someone . As I stand there I hear that the thing I came for is gone .That the frist person(at the coumpter) in line was after the netbook I was to, and they did not have it in the store. They were seeing if it was on line . It was not. As I was waiteing, I here from a worker " We had 5 of them, but we sold them yesterday. we do not have anymore." I had drove 45min. to get there .To be at you'r store when the doors opened . I under stand if I missed out becouse I was not frist, but to not have them in the store at all was just wrong .I am not happy with sears, and I will not be after your doorbuster sales again.

Purchased a high end Bosch dishwasher fours ago. A nice machine. I have installed a few myself and know how they work. It was evident that either the pump impeller had failed or the pump motor. I called Sears and got the computer to schedule a repair. I explained the "symptoms" and was given a repair date and advised the initial charge for service was $75.00 Then the call transferred to a real person and I was asked for the information again, model number, serial number and symptoms and again advised the cost would be $75.00. The next day I got a phone call to confirm that I wanted a technician to come to the house, reminding me it was $75.00. He would arrive between 12:00 and 4:00. I took the afternoon off...I get paid by the hours I work.

At 3:45 on the day, the repairman came. He took one look at the machine from the other end of the kitchen and said" These are expensive to repair and it will have to come out of the counter to repair it. He asked me what kind of a problem I had been having as the repair order was marked "no symptoms." I told him the pump was not pumping and I had tested it by plugging up the water outlet port with a small ball of paper towel and it did not get blown out as it would if it was working. He agreed it was apparently the pump. Then he went on his laptop looked up the parts and gave me an estimate of $491.00 including labor (plus the $75.00) service call. The "good news" he told me was he could give me a coupon good for $65 off of a new machine. Besides it would take "weeks" to get all the parts.

All this and he never turned the machine on or listened to the motor. He should have paid me $75.00 I tried complaining to Sears and was told by "Customer Solutions" that the technician "earned the fee by just showing up."

I had a local appliance business that has been in town across the river for about 80 years. The repairman came the next day. He ran the machine, listened to the sound and said the impeller was evidently shot. He told me that the impeller and motor was one unit. He called his parts department on the phone and got immediate information on the costs. Faster than a laptop! He is replacing the pump and impeller with factory parts in in three days for $240.00, including his service call.

That's $326.00 less than Sears.

My advice...buy from your local merchants. Not the big box companies...and if a computer answers your service call hang up.

Sears gave me the run around through their incompetent phone system and the repair to my washing machine was done wrong, It did not get fixed, they said because it was past three months that there would be another service charge for an incompetent repair and that it would not be covered, sears is a bunch of low life customer service ###

Purchased tires last August at Sears and used their 6 month no interest program with my Sears card. Rules were that you had to make minimum payments for 6 months in order to not pay interest. I never received any statements from Sears until December 4th, which was a collections notice. When I contacted Sears, they said that statements were sent to an old email address of mine that had been inactive for a year. When I asked Sears why they didn't send me paper statements as they have always done in the past, they said I had elected online payments to be emailed which would eliminate paper statements. Now, I have never opened an online account with Sears until December when all this started to happen. I checked to see what was involved with setting up my account for paperless statements and there was in fact a button to click to set up paperless, which would eliminate paper statements. Since this was the first time that I had set up this account, how could I have selected this option? Now, Sears has now affected my credit rating and is refusing to correct this, even after doing an investigation, where they still say they were in the right. I need some help getting this rectified.

Had 1/31 appt to fix refrigeration but no show. Cld again, informed would get a fast apt because of missed appt but instead disconnected. Other party now stated they did not have any appt. Got an appt for 2/13 1-5 (Told them food spoiled and would have more spoiled food). @6pm cld sears, tech had not shown up. They would have tech call me, he did as he was in front of my door. He fixed refg and he gave me number to call to place claim on spoiled food. @claim dept they told me he had not noted that and they would check him and let me know. I have since placed numerous e-mails and written but no reply. I want at lest $50 for food spoiled.

I had sears mower less than a year and had only 27 hours on kohler motor before it cracked. I called warranty line and they sent repair man out ordered new engine.

That was 3 weeks ago and now they are saying they have to make that engine and it will be a couple of weeks until they cast it. That means I will be without mower pretty much all summer.

I have called every Sears customer service number that I can find and I get a lot of false promises to have somebody call back that can do something to help.

Don't buy from Sears unless you want junk!

For the 2nd time in 2 years, my dishwasher has broken with the same issue. The clean light flashes but I can't cancel it, or start a load. Last year when this happened the outsourced tech told me that it was a relay or some other electronic component that could be quite expensive to fix. Fortunately the fix that he did worked... until yesterday.

We bought the house with the dishwasher in it so calling the service department is a frustration because the dishwasher isn't registered to us. (BTW, the dishwasher is 3 years old).

I have been on the phone now (may as well type as I am sitting here on hold for the 3rd person that I need to speak to) for 52 minutes.

The first agent, a repair agent, asked for my phone# and then told me that I bought 2 dishwashers, one in 2017 and one in 2017. I told her that I didn't buy this dishwasher, it came with the house. Lots of run around later... suggestions include trying to track down the person who bought the dishwasher to see if there is a warranty (apparently she can't tell)... not getting it fixed... seeing if someone in customer service could help, I was transferred to customer service.

I explained that I didn't want to pay to have the dishwasher fixed again. I obviously need it fixed but there is something wrong with it, if it breaks 2x in 2 years. Suggestions from Shareen include selling the dishwasher, not getting it fixed, paying to get it fixed, maybe seeing if we can get an extended warranty but she doesn't know if we can (that's a different department). I said "why would I not get it fixed, it's no good to me broken" and "how could I sell a broken dishwasher" and "this isn't a solution, I want to talk to someone who can fix this for me" and then I told her that if I dont' get a resolve I'd start posting comments and writing letters.

She told me that she couldn't do anything and she was transferring me back to service. I asked her to stay on the line with me and explain everything. 10 min later (or thereabouts) she came back on the line and said she couldn't stay on the line with me anymore. I asked for her supervisor to stay on the line with me then, she conveniently said "when you speak to an agent in service ask to be transferred to the supervisor" and click, gone.

Since when did dishwasher's become disposable? Since when did solving a problem include a suggestion not to get it fixed or just to sell it... broken?

The longer I sit here on hold, now I'm over 1 hour since I picked up the phone, the more ticked off I get.

Why can't anyone help? Why do I get the feeling that even when I finally speak to a supervisor I'm not going to get a resolve?

Was scheduled to have my refegerator fixed between the hours of 8 - 12 in the am on 12 / 15 / 08 got the run around all day. They kept saying the service man is coming ? Waited 11 hours ! Then they tell us the service man is not coming ? So we asked if they could come the next day and they tell us no ! That i have to wait two days cause they are booked the next day ! All our food went bad. Nice service contract. Called 10 times that day all they said was he's coming, still waiting ! What happened to sears ?

Is there anyone who actually gets a sears service person during the early part of the ridiculous 4-hour service window they force you to accept?

We were given a 1pm to 5 pm service hour window for repairs to our kenmore clothes dryer. At 5:25 pm the serviceman finally showed up. No advance call to say he was going to be delayed, no nothing!

He was with us 5 minutes when he said he was missing a part - he should have had it, because we'd described our model and the exact problem ahead of time - and would have to make another visit - with another 4-hour window.

We have had plenty of other companies that (1) provide a shorter window, (2) will call to provide a "best estimate" of the earliest they'll actually be there, and (3) will call if they're running late. Sears does none of the above. It's as if they just don't care!

We generally like kenmore products, and it's a shame that the one thing that really causes us to reconsider is sears' abysmal customer service when it comes to service calls.

I Work For Sears and have been there for the past 3 yrs, them mofo's dont pay enough all assoiscates in there work like dogs for $5.75 hr plus commission gee wiz! that freakin place shouls shut down

I went to the Shopping Town Mall Sears in Syracuse, NY with my wife since I had time kill prior to meeting my family for dinner. I was looking at replacing tools that were stolen out of my garage. I was looking at a 260 piece tool set that was on sale. That is when I was approached by a sales representative that informed me that if I was looking at tool sets, there was a 540 piece mechanic tool set that was on clearance at a great price. I was intrigued and asked him to show me the tool set. I was happily surprised to find that the tool set was over half off. I found this hard to believe and looked closely at the clearance tag that was marked as used. I asked the sales rep why it was on clearance and he said that it was probably bought online and was just returned since it was marked used and reassured me that it was a great price for the tool set. Since I was fine with the fact that the tools were used I decided to purchase the tool set. Later that night when I got home over an hour away from the store I opened the box and found that the set looked incomplete. The next day I spent around an hour and a half inventorying the tools only to find that over a hundred tools were missing. I then called the store to inform them of the problem. The individual on the phone then told me that this was no surprise since all of the clearance tool sets were missing tools and then to add insult to injury, he said why do you think they are marked so cheap? I stated that the sales rep never even hinted that the set was incomplete and only returned used. I also asked him why the clearance tag was only marked used when there were about eight total reasons for the clearance on the tag? He said that there is usually a note on the tag with more information on why the item is on clearance, but they must have missed it with this one and the sales rep must not have known why it was on clearance. He then told me that if I didn’t want it then I can just return it and that was all he could do since the tool manager was out until Tuesday at which time we ended our conversation. Afterward I still felt as though I had been misled into buying the tool set since the apparently common knowledge that all clearance tool sets were missing tools was never mentioned the day I purchased them. Even more so due to the fact that it was marked and suggested by the sales rep that they were just used and returned. That is when I decided to call back and speak to a manager. That is when the frustration really started. Between me and my wife, we spent almost an hour being cycled through the automated system and countless unhelpful people. I lost track of how many times we were transferred and disconnected. All of that trouble only for my wife to finally get the acting manager. Her name was Pat and she was very pleasant, but unable to do anything but have us fax her the list of missing tools so the tool manager could call us back two days later. As one might guess, Tuesday came and went and no call ever came. I will not waste any more effort chasing Sears. I couldn’t even find a spot on the sears website to file a complaint and phone contact is a waste of time. I already have hours of wasted time invested in this for trusting Sears. I will just return the tools and be done with Sears altogether. It will be their loss since we will be buying a grill, riding lawnmower and would have needed buy a tool box to put my would be tool set in. I shopped at Sears since I thought they were a good company that was trustworthy and cared about the customer. There is nothing that Sears sells that cannot be bought elsewhere. The main reason to shop at Sears is trust in the Sears name and that they would back it up. Since these important factors are lacking, I will spend my money elsewhere. Especially for any major purchases and the service warranties for those major purchases. My advice to others will be to do the same. Shop at a place where they care about the customer.

Our Sears Die Hard Battery, which just turned 3 years old, was losing charge. We needed to go to work so we rushed to our nearest Sears Automotive Service Center.

My husband ran in to check the warranty and cost. I stayed in the car and organized my paperwork and straightened up the dashboard area in my car. I put things away and made it neat. I put a rolled up receipt with a small personal financial note on it in the glove box. I checked my ashtray and put nails I recently picked up in our church parking lot in there. One thing, which was very important and sentimental to me/us, was the $10.00 folded bill our son who recently died, left me in this very same ashtray. I keep it where our son exactly left it for me. It was there when I was cleaning up my car minutes before while waiting for my husband to return with the new battery. I touched it and saw it. My husband soon returned, but instead of buying a new battery, the Sears mechanics wanted to check our battery and/or alternator. They said they wanted to charge us correctly since the battery was not that old. I was surprised they drove my/our car away from us to the far side of the garage, the furthest away from us. I stood there and watched them and I did not feel right. Something did not seem right. My husband reassured me to trust them, "they know what they are doing". They certainly do!

After around ten minutes, we settled the pro-rated cost for the battery.
We went back to our car. I opened the ashtray immediately upon return, and the $10.00 bill in our ashtray was gone. I was distraught being it was from our son who recently died. I approached the manager and then we all went to the mechanic who drove our car away and tested the battery since I watched him for a while not feeling right about this. He said he did not take it, but we asked him to show us his wallet and empty his pockets. After the second try and after he just pulled out his cell phone only, we asked him to pull his pants pockets inside out. He reluctantly did hiding the $10.00 palm side down. We got it back, but it was after our gut-wrenching pursuit. It was our son's $10. It upset us so much and it still does.

We live with daily heartfelt grief and to be ripped off by some creep who has sticky fingers and can't keep them to himself makes our hell worse. He more than likely does this to many Sears customers and goes through their cars often stealing what unsuspecting customers won't notice right away. The customers than realize it, maybe days later, when they think they misplaced it or lost it. I feel sorry for the elderly. IT WAS THAT CREEP who goes through the glove box and ashtray. Mind you, I did not think my car would be driven away from me. I thought my husband was going to return to our car with a new battery on hand. For them to check the battery and alternator (our alternator light was not coming on) away from us was suspicious and I was right. Not only did he steal our keepsake $10.00 bill from my ashtray, he took a rolled up receipt from my glove box. I know it was there because I just cleaned the glove box MINUTES before. How many people does this happen to? Not only was it theft, but also identity theft while someone is purchasing a car battery. It only took about ten minutes.

This is not right. This should not happen to anyone. A car mechanic should not be looking in the nooks and glove boxes of customers. This should not happen to long time Sears’s customers who have carried their charge card for many years and so have our parents.

We like to think people are basically good. If you have never lost a child, you will never know how we feel. It is daily hell. Even though we are trying-to-be-happy and kind people, this has made us more distraught and more upset. After we left Sears that day, I was beside myself. I could not catch my breath and I cried my eyes out because of the additional trauma and stress this caused. I could not sleep last night. It added to my daily inner hell and I don't need this. No one needs this. This is not right. Please for anyone reading this...be aware.
We complained to the store's customer service when we returned, they recorded it and said someone was to call us back. It has been 48 hours now and no one has called.

An appointment was made by myself and the service department at Sears for a Lawn Tractor (extended warranty agreement) on Dec. 8, 2017. I waited all day for a call or a service technician to show up. I called about 12:00 noon to find out if and when they were coming out. I waited another 5 hours and called back because I never heard from them. They told me that the representative on the phone had canceled my appointment at 12:00 noon. I never said cancel or reschedule or any words similar to that. I had to reschedule the appointment for Dec. 22, 2017, which was the only time convenient for them not me, the customer. I am extremely upset with Sears.

Had apppointment to get washer repaired. Time frame was between 8-12noon. No call, no show by 12noon. Called customer service to find out where technician was and was informed by Dave "He was running late." The disregard of the customer (me) waiting the full 4 hours with no call what so ever is simply ridiculous. I had rearranged my schedule to be here when I needed to. I have been a long time customer with Sears and feel this is the worst customer service I have ever received. I am now inconvenienced again with my time and now have to pay out to wash my clothes and son's clothes at laundramat is unexceptable. ...This added expense and time really irritates me even more. This could have all been handled by a simple curtosy phone call. Is that too much to ask? I work in customer service and you obviously did not provide this today. I am very disappointed and dissatisfied with the lack of customer service and lack of concern of my time.

Hope this is addressed and handled in a timely manner.

Denise Mendoza

Believe this...I will let all my friends n family know of this lack of customer service

First my refrigerator died on Halloween..went to Sears next day bought frig..they said it would be delivered next day Mon the 9th When I talked to the delivery people I told them twice Monday and again Tuesday mornin that a large truck wont fit down my driveway...they showed up in Monster truck...deliverymen would not dollie it to my house very easy to do...they left with my frig...I called they said they would be here Tues..never showed up...here I sit...my real problem, and I told them is that I take VERY expensive medication that MUST be refrigerated... Im so mmmad the warehouse people lied to me...

I have an overflow in my Kenmore water softener. The bypass valve is stuck so I have to either manually bail out the water from the salt tank or shut off water to my house to prevent overflow. I called for service on July 9, 2017 and was told that the earliest appointment will be on July 16, 2017. On July 15, 2017, I called Sears and they confirmed my appointment from 8 am to 5 pm on July 16, 2017. On July 16, 2017, Sears called me to reschedule to July 21 because they have no technician.

I asked (and begged)for an earlier appointment, because of the extreme inconvenience of having limited or no water. I was told there was nothing they could do. I asked to be transferred to supervisor (named Mike) who tried to say he was sorry but in an extremely noncaring manner. He even tried to sell me a new water softener. Why on earth would I ever buy from Sears again if they could not even honor a service appointment (its not a free service by the way)? I have been very loyal to Sears and have bought all my appliances from them (i.e., fridge, freezer, washer, dryer, dishwasher, microwave, oven).

The poor service I experienced today have given me a bad taste for the Sears brand.

I have always made my major appliance, and home entertainment purchases through sears, and will admit I have always been happy with what I bought. I think what got to me was last year in October we bought a brand new frig through sears, had them deliver and set up the unit. Two weeks later, we came home from work, found the frig had stopped running and everything in side was bad. Sears did quickly refer us to a local service outfit and he quickly responded to the house to tell us that our compressor had gone bad. When I talked to sears again, because of my concern of buying a brand new frig and the compressor failing so soon I felt I was getting an attitude from the customer service rep on the line. Basically I wasn’t angry about the failure but concerned of buying a unit that could be a lemon. I think with any company that sells hundreds of appliances a year to customers all over, the least they can do is have a customer rep that is willing to explain polices and service needs to people, instead of being short, and offer no explanations to questions. I’m sure that I am like a lot of people out there, if you spend $800.00 dollars on a product and it fails in the first month you would be naturally concerned, and want to ensure your being taken care of. I didn’t feel it from the customer rep. Unfortunately for my next major appliance purchase I will widen my search and check other competitors. Maybe their customer service reps will be just a tad bit more friendly, and possibly explain them selves and company policies better.

Citicorp calls uo to 5 times a day or at least 20 + times a week. They handle the Sears accounts. When I don't answer, my voice mail picks up noise in the background and they never leave any messages. The one time that I did talk with them regarding late payments and had explained to them about a loss of income for the reasoning they insisted that in order to stop the constant calls I would have to give them a check routing number. I refused to do this because the last company I did it for never sent me any statements and never took the money on the dates that they had specified plus, the amount owed was only getting larger.

I explained to the women, that I was faithfully going to the Sears store and paying $20 every week faithfully even when I really couldn't afford it. Citicorp much rather I pay as little as $17.00 a month for the next 6months which makes no sense. Little do they realize that their constant calls are breaking a federal Law.

Sears sold me a washer and dryer it did not have. I purchased product on 5/17/09. Sears scheduled the delivery for 6/25/09 b/c Sears said that was the earliest it could be delivered.

On 6/24/09 I received a phone call at 9PM and was told my items were on the truck and I was the first delivery.

On 6/25/09 at 7:30AM Sears called me to cancel the delivery w/out explanation. I went to Sears in Yonkers and no one would tell why delivery cancelled. I asked to speak to store manager and was told he was on vacation. Then sales associate said to me that it was my fault that delivery was schedueld for 6/25/09. I said Sears picked the day and do you think I wanted to wait 5 weeks for a washer and dryer. After an argument started all of a sudden the store manger returned from his vacation and was standing next to me.

Store manager then said I would have to wait at least another 2 months for delivery with no guarantees that I would get the product at all, but i would have to pay credit card bill and if the product does not exist I could file a claim to get my money back.

An absolute scam. I told my story to thers and have learned that others have had similar experiences.

No one should shop at Sears unless you want to get ripped off and aggravated.

I was in the store and there were several Kenmore Elite Appliances on sale ...all of them in the same price range..$61.24. There was a food processor which is the Kenmore Elite 14 cup food processor. When I went to purchase the price rang up as $122.49. The cashier was very nice and asked one of the other workers to go check the price because she had several other customers to wait on. The girl walked over there and got the tag which was tagged to the processor and stated it was not that price..she said it was $87 and that it was not that appliance. We stood there 20 minutes and still the store manager hadn't come. The cashier called again for him to come to that area. The other worker kept arguing that it was placed on the wrong product which wasn't my problem. She admitted to placing the tag on the appliance. She had an attitude when I told her it was false advertising and it was their mistake, not mine. I wanted the food processor for that price because it was advertised for that price. Then looking at the tag she states it says coffeemaker...once again not my problem because it was attached to the food processor. But in these HUGE bold letters the price is $61.24. Finally some assistant manager, William Tompkins comes after 20 minutes of waiting and states he will give me 10% off but not the price "they advertised" it as. This is wrong...the price placed on the appliance was $61.24. He was rude to me...and I still feel like he should have sold me the processor at that price. It was their mistake, not mine. My family has bought thousands of dollars of appliances, tools, etc from Sears over the years, but we will no longer buy from Sears at all. Maybe they should adopt WalMarts policy...sell one and save a customer.

I purchased a zenith 50 inch television in august. before the ninety day warranty replacement was up i called sears in gastonia n.c. to tell them about the plug in the back not fitting correctly, they didn't act as if it was a big problem. so i let it go . On march 2'2017 my television had no picture and only had sound in vcr mode . So i called zenith customer service and they connected me to sears customer service. I told them what had occured, so they set up an appointment to come out and check the television on march 8, 2017. the repairman checked it out and said it had to have four different parts on a television that i bought new from sears a little over 6 months ago. I only paid around 650.00 for the t.v. he left a repair order for the parts ordered and labor charges that will cost sears 1, 225.00 for the repairs . First of all i'm not happy with having to get a television repaired after 6 months of service, if i would have wanted a repaired t.v. I would have went to a used t.v. shop. I also don't know why you just want replace the t.v. instead of paying repair charges of twice what i paid for the television. I will never purchase anymore electronic from sears again and will not recommend anyone buy any electronics from sears

I preordered a copy of mass effect 3 collectors edition on feb, 25th. It is now March 9th, the game came out on the 6th, and I have not recieved it. Not only that, but i Have contacted customer service numerous times, the order is still "processing", and as it turns out they do not have it in stock yet.

This is extremely irresponsible for a business to allow preorders and not even have the product in stock days afterwords. I am completely dissatisfied with Sears.

I bought a sears die-hard gold battery ($94) in 3/2017 and it died last week and I had to buy another battery at walmart. I put the walmart battery in my car and it started again. I brought the dead battery to sears and asked for a replacement as promised in their 5 years warranty, they refused it and they recharged the dead battery and told me to take it home forget about the warranty!. I angrily left the battery at the store. I think they are really stupid because nobody can revive a dead battery! this is a second time in 5 years I have trouble with sears die-hard battery!

We purchased a GE Profile washer and dryer from Sears on July 17 being told it was in stock. After we already went through all the paperwork to start a Sears Card account to get $100.00 rebate, we were told the dryer wasn't in stock. We agreed to an Aug 4, 2017 delivery for both. Only the washer arrived.

Two months later and four "supposed" delivery dates later, they never came. We even received a temporary dryer, which they charged/credited my Sears account for, but they picked it up on delivery date number 4 when our dryer was promised again. That day is today and no dryer came. They can't explain why, but "they're working on it".

My husband and I bought an over the stove microwave. Sears didn't have any in stock so they had to order it, which it was on back order. We were told that it would be at the store on nov. 20th, 2017 after 5 p. M. And I could pick it up. Well the night before there was a message on our home answering machine saying that it was delayed and the microwave wouldn't be shipped until the 24th. So I called up there and was wondering why. After having a conversation with a male employee, they were going to have someone in the morining call the warehouse to see what the problem was. After hanging up no more than 10 minutes later some other male employee calls back (6:18p. M.) and we go thru the whole comversation again. But this male employee was very rude, unrespectful to me when I was trying to ask questions and he even said to me that "you ain't getting it" after that remark I asked, who am I speaking to, (3 times in a row) and he wouldn't say. To top it all off he actually hung up on me! Now i've already spoke to the manager (Kathy) there 3 times about this and she told me she finally found out who it was and it will be taken care of. I have never been treated like that before from a sales person. And just 2 weeks before that we spent $1, 200.00 on a brand new stove. I think that was very rude, unprofessional, and pure ignorance on his half. Now I am very seriously thinking about taking my business to abc warehouse, lowes, or home depot when we are going to get our new dishwasher and refrigerator.

Sincerely,

Teresa ritchie
(A very unhappy
Coustomer)