Sears reviews and complaints 1
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Sears - inflated charges and unresponsive customer service department
Was told about the $75 minimum fee no matter what the problem with my fridge was. Was prepared to pay that, as my research indicated that is the average hourly rate paid for appliance repair nationwide apparently. However, technician spent 20 minutes, cleaning out a drain from the defrost system of the freezer in the fridge, replace no parts, and charged $198.00! I called customer service to complain, and spent 1 and 1/2 hours on the phone speaking to a Mary J in customer service whose job is apparently to wear complainers down. I kept asking to speak to a supervisor. Finally got one. He would do nothing for me. Told me the president of the company was a Bruce Johnson, will now write a letter of complaint to him. I WILL NEVER USE THIS SERVICE AGAIN. GE APPLIANCE REPAIR MUCH BETTER if still expensive. It is cheaper to buy new than repair and no one cares about this!
The complaint has been investigated and resolved to the customer's satisfaction.
We are sorry to hear about the problems that you are experiencing with your dishwasher. 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 Susan and I work for the Sears Cares Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist you with resolving this issue. 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 look forward to hearing back from you and getting your information over to one of our Case Manager's who will contact you.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
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I had a scheduled washing machine repair and traveled 175. miles to come back from vacation to meet the repairman. He tried to call when my husband was in the bathroom and decided to unschedule the appointment. When I called about it, I was told I would have to reschedule for another day.
What kind of service is this? I made the appoiuntment and assumed the repairman would show up when promised. I will never do business with Sears again.
This is a total outrage and I resent traveling so far only to be told he wouldn't be here. If treating your customers in this manner is the way you think you will get repeat business, you have another thought coming! Lousy way to do business!
Barbara Pointer
98% of door leaks are from simple leveling of the legs. especially on poly-cabinet style dishwashers. everyone is always soooo damn sorry but yet nobody wants to take responsability for it. call a different repair company. you will pay a little more now, but have a much happier future using the dishwasher instead of hearing some BS excuse. the tech probably had a full day and didnt want to take the time to repair it properly .
Anthony Sims, Yakima Washington
When I built my home in 2007, I furnished it with Kenmore and Kenmore Elite appliances (purchased 12/2007). I did not move in and begin using the appliances until 6/2008. I chose Sears because they used to build good products. I can tell you that that is not the case anymore. I suppose it should have been a red flag that the salesperson pushed the master protection plans and basically begged me to at least buy the one to cover the washing machine. She was right as that has already had serious problems twice and if I had not had the plan would have been close to $1000.00.
Now the dishwasher just started leaking. (I have only used it once every 1-2 weeks). The cost to have the service tech come out miraculously doubled from $65 to $129.00 and the coupon which was supposed to apply was refused by the tech because he said the $129.00 was a special?!
To beat all, the tech said the door was warped and had to be replaced and he said it would be more beneficial to buy a new dishwasher than pay $358.00 to fix this one which, by the way, he could not say if the new door would fix the problem. So, $129.00 for absolutely nothing except telling me that I have a bad product.
To say I am a disappointed customer is a grievous understatement. Taking advantage of customers by selling poorly built products and then the shady (to say the least) service practices is simply shameful.
I WILL NEVER BUY FROM SEARS AGAIN.
Will NOT Purchase another Sears Product This was not the first time I have had a bad experience with them The supvr. I was on line with STATED that if they received a few more complaints like this they would then look into it
I made an appointment with sears to come and repair my refrigerator I received a confirmation for 3/17/11 with an 8 hr window from 9-5 waited all day no one showed up called an got a cust. Serv? oper who listened and then hung up on me
I called again got an extremly arrogant person who basicly refused to give me a supvr. and stated that just because I got a confirmation did not mean the appt. got set up. Finally after demandin g to speak to a supervisor she said she would escalate it to a supvr. and put me on hold for 19 minutes before I hung up.
I went on line got the same answer about a confirmation Finally got I THINK a supvr on line who consumed diplomatically my time for better than 20 minutes and finally said he could solve my problem by making another appoint in four days with anothewr 8 hr window I deceided I would get someone eles to fix it Will never purchase another Sears product NEVER What happened to CUSTOMER SERVICE?
My wife and I spent about $3500 on Sears appliances this past year, and we were INTENSELY DISAPPOINTED WITH SEARS CUSTOMER SERVICE. On two separate occasions, one for a water heater and one for a refrigerator, we ran into this insanely stupid 800-number loop in which we could not reach supervisors, nor could we get service in timely fashion at all. We spent hours and days calling and cajoling without anything approaching good faith. WE WILL NOT SPEND ONE MORE NICKEL AT SEARS, AND WE ARE TELLING EVERYONE WE KNOW HOW CYNICAL THE SEARS SYSTEM IS.