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Write for Us Sears Complaints Continued... (Page 8)
411+ reviews added so far. Upset? Call Sears corporate: 847-286-2500
I recently ordered 4 major appliances for the kitchen in my rental unit in Maui. At the time of order I informed the sales clerk that the refrigerator would have to be lifted over a small kithen counter in order to fit into place. I was told that was no problem and it was specifically noted on the sales slip. When the independent movers arrived, they made it clear that they were unlable to put the refrigerator in and even balked at removing the range door for easy install. After much hassling, I signed a waver and they did agree to take the doors off of both appliances and did easily put the range in place.
However, they still would not move the refrigerator and did not even stop to take the packing out of the range or level it to counter height. Later in the day another installer arrived to put in the microwave dishwasher. He was very helpful and would have moved the refrig into place if he had another person. He told me that he would come back the next day with another installer and see that the refrig got into place. I spent the entire next day dealing with this issue, calling Sears several times to inquire as to why noone had arrived. This was extremelyl important to me since the rental unit was booked for 5 nights beginning the following day.
The day ended with no refrigerator in place simply because Sears never contacted the installer to give him the order to do the job. He was in the area all day waiting approval from the manager at the Kahului, Maui store. The refrigerator was finally put into place late the next day and Sears did finally offer to give me $100 off. I was very disappointed that the manager never even said he was sorry for the inconvenience. My condo rents for over $200 dollars a day and the entire rental was lost. I have purchased many appliances from Sears over the past 40 years but I will be very hesitant to do so in the future.
Sincerely,
Carole A Havens
To Sears CUSTOMER SERVICE DEPARTMENT. How long does it take to get service from your service department? There is no truth to your advertisement, for it really takes a long time. Case in point: the ordeal that has become to service my dishwasher. Let establish first the time line. On May 16th we place the first call and got an appointment for May 21th. The technician came and left, we were home but he reported that “no one was home”. Did he come to my door??? We called back on the 23th to re-schedule; got an appointment for the 26th. But nobody came because there were no available technicians on that day.
We called back on the 27th and got an appointment for June 4th. The Sears technician came but did not finish the job, he needed a part, and had to re-schedule for June 8th; on that day he could not finish his route because he was late receiving the part he needed. We called on June 11th to acknowledge receiving the part and an appointment was made for June 14th. On that date the technician passed by to say he was coming back on the 17th to replace the part. But nobody came. When we called they told us that we were not scheduled for an appointment on the 17th and that the next available appointment would be on the 21st.
Among the many excuses I have heard over the phone is “a dishwasher is not emergency equipment”. But I beg to differ: in a household with 5 adults, 4 kids and a dog, dishwashing is a full time job. Maybe you have good intentions, but the road to hell is paved with them. The department in charge of providing service is not well managed and promises get broken left and right. This I learned by checking on the internet; there I found the complaints from other consumers about shoddy merchandise. A product sold by Sears was well made; the service was seldom needed when the item was new.
But the new trend of having all products made in China, or any place where cheap labor is available, with parts made anywhere else, produces gleaming sub-standard products that break often. Then you sub-contract the service which creates a communication chain that often gets broken. I probably have a claim number, but I didn’t get one. You can.
has owned tractor less than 2 years and has purchased extended warranty just had service tech there yesterday and he says whats wrong is not covered which is the steering gears are junk among other problems such as parts falling off the mower every time he mows what good is warrantys if company thats supposed to be as good as sears wont stand behind them ? we have alot of reiatives and family that supported sears products unless this gets fixed sears just lost alot of business for sure lost mine now i am the son of this customer and i am very upset your products and warrantys are not worth nothing if you dont make good on your word
Sears is the national leader in the warranty run around. They have 1 800 numbers to more incompetent people than the government. Their products are getting worse and worse and the warranties are a joke, they say they cant find it or they just don’t cover the basics. Sears used to stand for quallity but now is just a space filler in your local mall. If you are wise you will not buy their products they may look good on the outside but the service on them is despicable. Their only chance for survival is that the elderly will still buy because they remember what SEARS used to stand for. Where quality once stood you now have a shadow of a former giant.
We purchased the LG brand front load washer/dryer from Sear 2 years ago, at the suggestion of the Sears sale staff (I find that although LG appliances are crap, they get a higher margin). This dryer is a real piece of work and has now been making a load bumping noise for over 2 months. Even after the service guy finally showed up, he had to order parts, then return back to replace them (maybe??). It still makes the noise. He says it could be something else. Sears repair scheduled him again and then he cancelled.
It is 120 miles one way to the store, but we cannot even take the appliance in because they don’t work on them there. All of the repair guys are contractors. Bottom line here: don’t buy stuff from Sears and don’t buy LG stuff from anyone.
I am writing you today regarding a dent in the side of our newly purchased refrigerator. On 5/31/2011 we purchased a new refrigerator including a three year contract totaling $744.55. Fortunately, you were able to deliver the unit today 6/01/2011 which we were very grateful. We explained we needed it immediately because we had all our food on ice to preserve until the unit was delivered today. However, the delivery man pointed out that there was a dent in the left side of the refrigerator.
We had no choice but to accept the unit because of the food to go bad and my wife said since the damage was cosmetic only she would live with the dent. The delivery people were excellent and called their firm to report the dent. The company offered a gift slip. While this is very nice of them we are not really interested in a gift slip we explained we expect some compensation for living with the dent. They informed us to contact them. The damage obviously was not due to anything the delivery company did. You could see the damage on the box itself.
I called your white marsh Md store to speak with Chris who we purchased the unit from yesterday. However, Chris was off today. So, someone named Sean asked to help. I explained the situation to him and he began to tell me that my options are to return and refund or get a replacement. We do not want a refund, we do not intend to go through moving everything in the house including removing doors etc. What should be done is a credit to compensate for the cosmetic damage rather than cause us more grief waiting and transferring everything once again.
I told Sean that I would write to someone that will hopefully listen and be a bit more understanding. I explained to him that we simply asking for a reasonable credit back to our charge taking into consideration the dent. He was obviously unable to help and suggested he start a transfer to this dept and that dept obviously just trying to pass us off.
Sincerely,
Mr. Davis
On January 28, 2011 I paid Sears $413.51 to fix my refrigerator-freezer and I thought they fixed it. On that day I thought they fixed it so I bought a Pretection Agreement from the tech. Months later it started doing the same thing. Not freezing. I called them back out and instead of checking the board that they had replaced in Jan. the tech said that was not the problem and fixed something else. Well instead of Sears refunding me the money for the first visit they know I bought the protection so they just send another tech out. Now here it is June 2, 2011 and the problem with my GE Refrigerator is back again.
Still not freezing. Today when I called Sears customer care they said tough luck. The customer care guy was rude, act like he did not give a care about the complaint. I have always bought my appliances from sears but not anymore.
TO: Louis J. D’Ambosio, CEO of Sears, and to all Sears Customers. I recently purchased a washer and dryer on Memorial Day, 2011. The Washer was to be delivered on June 1 between the hours of 3-5 pm. My son used his phone number when he purchased the washer as a gift for me. I purchased a dryer the next day and it could not be delivered until June 14!
On June 1, I was home all day and had laryngitis.My son called and said the del. would be one hour late.At 7:30pm there was a no show so I called sears delivery (Took 25 minutes on hold) and was told I was next on the list for del.
I gave them my home phone number and asked them to call me with questions or updates. They said OK. My son had given them detailed directions to my home since the GPS might not find it. At 9pm I called again (30 minutes on hold) spoke to an agent who said they tried to call and left a message with my son. I asked to speak with the manager (25 minutes on hold), and he told me the same thing. I told them their del. men were lying. I have caller ID and there were no calls made to me or my son and no messages were left.
They instead rescheduled the delivery for June 4th. I was very upset and asked them to send my dryer at the same time to work with me and they said they couldn’t change anything. Mr. D’Ambrosio I also called your top delivery center (800-479-6351)and spoke with “Charles” who was unable to make any chnages or help this situation. He told me he took the word of his del. men over me. I was livid. He made things much worse. My son did get a call at his work from an unknown number and when he answered they hung up. A delivery company that wants to leave a delivery doesn’t call with a blocked number and not leave a message.
There are too many red flags with the Sears organization. My son is very disappointed but I receive his and Marys blessing to gift this to me. In all do respect to the salesmen who tried to help I thank Frank and Robert at the Ohio Valley Mall. Tried to give feedback for them on your website, but the website is messed up and it seems impossible to give positive feedback for them. Another red flag. I have cancelled both orders with Sears. After reading complaints on hissing kitty, I have found Sears no longer to be a reputable and honorable place to do business.
I plan to go to a local appliance dealer who is dependable and trustworthy. I plan to replace my kitchen appliances there too. I have spent enough time with Sears. I will be cancelling my charge as well.
Sincerely a dissatisfied and disappointed longtime customer.
I have learned my final lesson with Sears. Last winter, a stove delivery arrived at 5:15 pm after being quoted a delivery time between 1:00 and 5:00. Foolish me. After sitting around for four hours waiting, it took them another hour to do the install. The two men were filthy and unprofessional. I can’t believe that Sears subcontracts with such low quality installers. I guess they make more money by giving their customers terrible service and cutting corners with installers. More recently, my washer broke and I called Sears repair services.
At the first appointment, the technician ordered parts and pre-charged me for future work. I was charged $468.35 that day and since it appeared on my bank statement right away, it was clear that Sears wasted no time collecting their money. At the second appointment, the technician only used one of the parts and issued me a credit of $184.88 on 4/7/11, however, I have not seen this credit on my bank statement. Where is my credit? Despite five emails to Sears in the last four weeks, NO ONE has bothered to respond. Does Sears think they can just keep this money?
Isn’t that theft? I am completely disgusted with Sears and will tell anyone who will listen, they should not buy from Sears. Be warned!
I was scheduled on June l, 2011 to have the icemaker on my refrigerator repaired from Sears. My husband gave the service department detailed numbers of the parts we would need so the technician would have them on hand. They called us saying the appointment time would be from 8:00A.M. to 12:00 P.M. At noon they called us again saying they would be later in the day due to a problem. Well at 5:30 my husband called Sears and the dispatcher rescheduled us for Monday June 6th. I complained saying we took the time to stay home all day for this and they should schedule us for the following day.
Why do we have to wait until the following week for a changed appointment done by the technician and not us. I don’t understand this. Besides the dispatcher just hummed and had no answers. She also stated that the tech needed to look at the refrigerator first before getting the parts which will put off getting refrigerator fixed another week or two. This is wrong. Sears please look into this type of situation and make new changes. We have always bought our appliances through Sears but this may change.
Or so I thought!!!! Sears has got to be the absolute worst company I have ever dealt with. You have to be a sucker to buy an extended warranty from them. I bought 2 trimmers with extended warranties. One of them started to wobble underneath so I took it in to a Sears Store and showed them the problem. The unit is about 3 years old and the store said that they would fix it under the warranty and I would have it back in about 2 weeks. I HAVE SPENT OVER SIX (6)
HOURS ON THE PHONE WITH AS MANY AS 2 DOZEN SEARS SUPERVISORS ABOUT WHAT HAS HAPPENED.
TO MAKE A LONG STORY SHORT, the repair center called me on May 11th and some girl told me that they would not honor the warranty because the oil was dirty!!!!!! Then I was told it was because the carburator was bad. Then I was told they would not fix it because it was not under warranty. Well, 2 weeks ago Thursday I finally got hold of a Sears supervisor named Jeffrey Brown who said he was going to fix the situation and have it repaired and of course never called me back. They wanted $210.50 to fix my machine. The trimmer came back to the store today (not repaired).
The oil in the machine is as clean as can be. My friend took apart the shaft (spindle) and it only required a little round piece to be put back and now it works fine. How dare Sears treat a customer with so little respect. My wife and I own 3 homes and have about 7 sears appliances in them. When they break I will go to Loe’s or Home Depot or anywhere but never again to Sears. If you are smart you won’t either.
Almost two months ago we bought 4 appliances from Sears. Kenmore, Oven, Dishwasher, Microwave and Fridge. All four arrived but the Fridge had a dent in the side of the freezer. We asked for a new one. It arrived appro. 7 days later same Kenmore name but not the same Fridge. Different style. This one had grey side’s. The appliances are Stainless Steel and Black, so it did not match the kitchen which is dark brown. Not to mention the fridge door did not match up with the freezer door. The seal around the Fridge door was crushed in. Pointed this out to deliver person who called someone who offered us $150.00 off if we keep this fridge.
No, so again waiting for new fridge a week or so it arrived. A Kenmore but different style, this fridge opened on the wrong side! Unable to change sides, another new fridge was on it’s way. Fridge number 4!! The seal on the freezer door crushed and the doors do not line up. And the handles are white!!! Not black or stainless steel like we agreed too! Now with being hung up on three times. 1-800 number telling us we “the Techs” have to review the fridge! Store Manager hanging up and refusing to give the number for customer service. Sears!? Do we have a fridge…..???
After all it’s paid for! We don’t want a repaired fridge, we want the new fridge we paid for!
Today, 28 May 2011, I ordered a part by calling the SEARS parts line. The part was $60, + TAX and Shipping. A total of about $79. Within 15 minutes of placing the order, I realized my pressure tank had a stuck valve, not a faulty bladder. I called SEARS to cancel the order and was told they have already ordered the part and can not cancel my order. GOOD FOR SEARS!!! NOT!! I have made my last purches from SEARS. Good Luck to SEARS. Losing dedicated customers in the time of the GREAT RECESSION. Can’t believe you can’t cancel an order from SEARS right after you purchased it, or at least change it!
Purchase a new craftsman tiller and it stopped working after a few hrs of work. I calaled Sears and they assigned to a tech. The tech preordered the part which arrived at my home 4 days later, The tech scheduled appt 6 days after the parts arrived. The tech told me the part was incoorrect and his parts catalog and Sears data base did not match and he would reorder correct part. The second parts arrived 6 days later and the tech 7 days after the parts was delivered. Needless to say the parts were wrong once again. Sears created a urgent case worked after the first parts arrived and she has not called or comminicated twith me as of yet.
Today, may 26th I called Sears for an update and they have no status and said for me to wait longer. I cannot beleive the poor customer service that Sears offer and will never purchase any other items from them. Hopefully, I will have the opportunity to share my story with a potential customer and help them make a better decision.
I purchased an appliance (oven) from Sears, which was not in stock. So delivery was delayed. After recently reporting a problem, the Sears warranty department calculated the warranty date as of the purchase date even though the delivery date was 6 weeks later. After explaining this to the Sears people, they refused to honor the warranty and a supervisor did not call me back. I was put on supervisor hold for many minutes (more than 15 and then hung up.) The Kenmore appliances generally get good reviews, but their warranty people are really discourteous and not accommodating. If warranty service is part of your purchase decision, be advised that Sears is not consumer friendly. Lou W.
I went to repair the rear tire components of my Honda car on March at Sears auto repair. They gave me an estimate of $435. I told them why I did not do it in the dealer’s Honda. Sears stated that it was cheaper at Sears because the parts are not the original. I was scheduling the time to bring the car to Sears and then they change the quoted price to $1,000 for the same repairs to my Honda. I am really mad to this. If it is in this way now, then I go to the dealers for my Honda auto repair.
I purchased a refrigerator on February 13, 2011. It was delivered by professional personnel and I was delighted. The refrigerator, however, had a serious problem. Every time I closed the main refrigerator door, the freezer door would stand ajar. I always had to physically make the effort to close the top freezer part. After several times of finding the top door standing ajar, since I had forgotten to expressly close it, I decided I din’t need to lie awake at night hoping I had remembered to ensure the freezer door was closed. I complained and a technician came to tell me there was nothing that could be done about the problem.
I asked that the refrigerator be taken back be Sears. I had to make an express trip to the store where a clerk stood waiting for a long time to make the appointment for the warehouse to come pick it up. Why that could not be processed by phone, is a mystery to me. The appliance was not picked up on the date as promised. I had meanwhile bought a different fridge from another place of business and needed the Sears appliance to be picked up. Another trip to the store since nothing was seemingly possible by phone.
The fridge was picked up on March 22. When by April 20th, I still had not been refunded, I placed another frustrated call to Sears. Days later, I called again to find out that the warehouse had not processed my refund but that it would be attended to in 7-10 business days. It is now May 13 and I have still not been refunded.
Somebody HELP! It appears that the Raleigh, NC warehouse is extremely inefficient and meanwhile my credit card wants payment for a refrigerator that I don’t own.
On May 4, my husband called the Sears number in the telephone book. He was transferred all over the U.S. and I heard him repeating “repair department” many, many times over his 30 minute conversations with whomever. I picked up the phone when he said he could not understand what the person was saying. I could not understand her either. He hung up. Our of his 30 minutes on the telephone he did not receive one piece of useful information. I dialed 928-777-7700. I talked to someone in Texas who said that they answer when the local store doesn’t.
She transferred me to another center instead of the local store like she said she was going to. This man was a robot, could not think for himself, had to follow his script given to him by? Sears? One of these “helpful” people said that we did not have to make an appointment … just take the lawn mower in to them. Finally I looked Sears up on the Internet and found 928-777-7751 which got me to the local store. She told me that they did not have a repair dept. Duh! Left hand not knowing what the right hand does? She offered to give me the 800# for Phoenix repair.
Now, I am NOT driving two hours to take my lawn mower in for repair. Sears has serious damage control to do with their telephone service.
Here’s my recent frustrating experience with Sucky Sears! I purchased a Samsung dishwasher. During the install, a complete moron installer, pushed it under the counter with his knee, and dented the face of the dishwasher. My wife watched the entire procedure, and when she brought it up to the installer, he actually denied it, and said it was freight damage. He also broke the lower corner of my kitchen cabinet, next to the dishwasher, but that’s another adventure! So, we then contacted the 800 numbers to talk to repairs, and had to schedule a Sears’s repair tech. to come out and evaluate the damage.
The new Sears repair tech. confirmed he had to order a new exterior door skin. We waited three months to receive the new Samsung part, it was back ordered. You’ll love this! when the back ordered piece showed up, it was the interior door insulation! not the door exterior skin, we waited three months for the wrong part. I again called the 800 number, they said he ordered the incorrect part number, they supposedly re-ordered the correct part, three weeks later it showed up. The delivered part was the interior door insulation, again.
I again called and actually reached a competent and nice operator. She went ahead and ordered me a complete new Samsung dishwasher, she understood the moronic Sucky Sears process, and stated this would be the best way to correct the item. The new Samsung dishwasher was delivered and installed by a new install company, as I request to not have the previous moron installer back to my house. These guys weren’t half bad, but the new dishwasher had a bad door gasket flange, that kept catching the lower dish rack wheels. Within a couple of weeks the roller on the rack had broken off, and didn’t roll.
We again contacted Sucky Sears idiotic 800-repair number, and scheduled a repairman to visit and tell us what we already know. He came out, figured it out and ordered the new parts. When the parts showed up, I contacted the 800 4my-home to let them know the parts had arrived and schedule the repair tech. to come out and perform the repair work. They scheduled it for Tues. 4/27/11 between 1-5:PM. I took off work and to home wait, by 3:PM no one showed or called, so I called the 800-4my-home, the operator said he would contact the Sucky Sears repair tech. and have him call me. By 4:PM no call from the tech. I called the 800-4my-home again, and got the same response. Again, I patiently waited for the Sucky Sears repair tech. to call me.
By 4:30 PM no phone call, I again called back, by now I’m thinking they’ve been lying to me! I phoned back and reached an almost complete moronic operator, who stated the Sucky Sears, moron tech. would not be coming! As I proceeded to get very angry, because I missed work for no reason, and explained how Suck Sears operates, really SUCKS! She proceeded to lie to me and explained the Sucky Sears dispatcher contacted my wife and my wife said it was OK, and we would re-schedule! My wife is a schoolteacher and is hard to get a hold of, unless it’s me, her loving husband. Anyway, my wife would have called me and let me know! So, needless to say, I had to reschedule. Sucky Sears has reached a new low; they now actually blatantly lie to you!
I find it really weak, they use the consumer to receive the shipped parts, inspect the repair parts for damage, storage of the components and then throw out the left over cardboard and packing material. The Sucky Sears warranty discloser and information don’t tell that!
Here is a copy of the complaint I sent to the Attorney General of the State of Maine…
Dear Sir or Madame, My wife and I live on Frenchboro, an island in Hancock County. We recently purchased a chest freezer from the Sears store in Bangor. Even though there was a free delivery included with the price we used our pick-up truck to bring it home on the State ferry. We specifically asked the person who sold us the freezer and the optional extended warranty if Sears would repair the freezer if needed even though we live on an island with only 3 day a week ferry service. He told us in no uncertain terms that they would come out and fix it if needed.
As soon as we unpacked it we saw that the top of the freezer had been crushed. My wife called the Sears toll free repair number at least 10 times and spoke with a lot of different people, was hung up on, and finally after about 6 weeks we were told that since it was still it it’s initial 90 period it had to be rectified by the store where we bought it. We have tried to contact the store manager but after a few calls we have only been able to speak with some one in the appliance department. Today I spoke with someone named Rob who tried to help and he repeatedly tried to give me back the money we paid for the extended warranty but would not fix our freezer.
He said they would replace it but since my wife and I are retired and in our fifties we have consistently told people we do not want to return the freezer as we would have to take it on the ferry and stay overnight and then bring the new one back and we would not have any place to put the freezer full of food we have. Robb admitted that their employee told us the wrong thing but they will not fix it for us. He eventually hung up on me with no resolution except an offer for $100 which is unacceptable. If you can please help us get our freezer fixed we would appreciate it, thank you for your help.
I would love to go into the details of the experience I have had in which both my wife and I have been lied to, hung up on and disrespected, not to mention the inordinate amount of time being placed on hold. As I write this letter I have been on hold for almost an hour. I will leave it to you to look into the matter by looking at the case number as well the notes associated with my phone number. The person who hung up on my wife is Judson operator # 60805.
To keep it brief, I was initially informed by the tech who was at my house on April 26th that the part would be in on Thursday, only to receive a call that next day that the part wasn’t ordered, to being told it would be there yet again on Thursday, however when the tech showed up today April 29th the part still wasn’t there, to having the part show up around 2:30 PM on April 29th. Now when I call to reschedule service I am told nothing available until May 6th a week later.
Go to this site for phone number and address to the Sears CEO, CFO and Senior VP.
I have a Craftman lawn mower that I brought from Sears. I called the 1-800 number on the Craftmans owners manual so that I could have my mower serviced since it had been a couple of years since if had been serviced. The lady quoted me a price of $89 because they were having a special. I told her to go ahead and make the appointment. When the guy came out to service the mower he quoted me $180. So I called the service department as well as the customer solution department after being hung up on and transfered all over the world. They told me that there was nothing that they could do and that I had to pay the price that the techinican was charging me and not the price that the service department quoted me.
They could not explain to me why I was being charged two different prices. Nor were they trying to work something out with me because of the two different prices. I explained to them that I had the $89 that the service department quoted me but I could not afford an additional $80 that I was being charged. And if she had first quoted me $180 I would not have made the appointment because I know that I could not afford that. These people were unprofessional and could not provide me with any explanation or solution. They could have cared less because they were not in the situation.
I fell that everone needs to be on the same page when the are provinding information to customers. They wanted me to wait four days while they were to view the information and get back to me but the techinican could not wait four day to get his additional $80. And thats not saying that they would have really viewed the information and gotten back with me. Sears has lost me as a customer. I will never step foot into another one of their stores because of there non caring attitudes. They will never service my mower again. And I will put the word out for anyone who is considering Sears for anything.
I have had maintenance agreement with Sears for many years (5+) and the service is getting worst every year. My freezer is failing for third time this year. Every time I call Sears, they tell me it will take at least 7 or 8 days before a tech can come out. In the meantime, all my food goes bad and Sears will only replace the food the first time ($250). I have lost over $800 worth of food already (I have a full size upright freezer). The freezer was fixed the first week of March and it’s broken again (April). I tried to schedule online (not successful), tried chat (it hangs) and called 800 number.
The first time they told me to call back next day since they don’t deal with service agreements. I call back the next day. When I call back, they tell me to call back the next day again so a tech can talk to me on the phone. And the earliest appointment they could make is a week from today – so all my food in the freezer will be spoiled once again.
—– My advice — DO NOT BUY Sears Service Agreement —–
See what they did to me. http://www.youtube.com/watch?v=WpBJYlTPIsY In 2002, I had 25-year roof shingles and ventilation installed by Sears Home Central in Ottawa. The day following the installation, I contacted Sears expressing my concerns about the location of the Maxi Vent they had installed. The salesman came to see and insisted the ventilation was fine. In the summer of 2009 I noticed the shingles are cooked, curling, breaking and leaking. I get huge ice dams in the winter, causing water to back up and drip inside.
Cause: Their own representative finally came to inspect it in July 09 and told me that the ventilation they installed was done incorrectly, causing excessive heat buildup in the attic, and it is Sears’ responsibility. He also said that they would fix the ventilation and reshingle the roof at no cost to me. Since then, all I get is runaround, excuses, gobbledegook and outright lies from the local Installation Manager in Ottawa and from Customer Service. Be warned. If you need any work done, find another contractor than Sears.
Update— I had the whole job redone at my expense in April 2010. The latest BBB report on Sears at the time.
BBB Rating April 17, 2010
Based on BBB files, this business has a BBB Rating of F on a scale from A+ to F. Reasons for this rating include. 669 complaints filed against business in the last 36 months. 11 complaints filed against business that were not resolved. Failure to respond to one complaint filed against business. One serious complaint filed against business.
I purchased this washer in may of 2007 I had sears out to fix the same problem 6 times they are scheduled to come out and fix it again on the 21st of April for the same problem. I have demanded that sears replace this washer as they cannot fix the issue. It keeps eating my clothes and plugging the pump. The last time the service man was out to fix it he informed me that I should use a laundry bag to keep this from happening again. I have been using this laundry bag since the last time my washer plugged, however it became clogged again after only 6days of use and i was using the laundry bag as requested.
I am not happy with this purchase and I feel that I have been taken avantage of. If this problem is not resovled soon, I will be letting all my friends and family what a rip off this Kenmore appliance is. i will never ever purchase another Kenmore product due to the problems I have had with this particular washer. I am requesting that I receive a new washer withing the next two weeks. I will be contacting the consumer industry with my complaints until I do get this resolved to my satisfaction
Dear Sears Corporation, We ordered a washer and dryer from you almost 3 weeks ago. The sales guy put our delivery off 2 weeks without much reason why, saying it would take that long to get the washer. The day before we were supposed to get them delivered (2 weeks later) the warehouse called us and said we would be getting our dryer in the morning. Confused we asked about the washer was and we were told that they never ordered it. Upon hearing this we went in to Sears the next day to figure it out. Come to find out that they since discontinued that washer, they said that the best that they could do for us was sell us the floor model for 10% off.
I think that this is unacceptable, it was not in perfect condition. It was dirty and scratched up, but we decided to take it because we didn’t think we had any other options, and they promised us that when it was delivered it would look new. They said they would clean it and touch up the scratches with paint. We were excited again to get it, really happy to have figured it out since our washer and dryer had been broken for 2 weeks and we have dirty laundry everywhere. We have been hand washing and laying out to dry the important clothes since we figured it would only be 2 weeks.
So then they called this morning to say they were delivering our washer today…no dryer. Which was very frustrating because our sales guy promised that everything was handled this time. They told me they were going to have to reschedule our delivery. So after sitting on hold and arguing with them they finally got my dryer on that shipment to be delivered today. Then when they got here and the washer is filthy, covered with tape and dust and the scratch they said they would touch up with paint they didn’t…then they were supposed to haul away the old ones, but had no room in their truck so they are now sitting in our driveway…
I am very disappointed in the condition of our washer and the customer service we have received from Sears and annoyed with the fact that on our first home purchase in our adult lives we splurged on a nice set and it looks the way it does and were treated poorly. We are living in an outdated house and in the future will be needing all new appliances, and I just don’t know how we could possibly go to Sears again because of the terrible service we received. I know that a $900 set is not the biggest sale that our salesman could have gotten that day, but he handled it as though we didn’t matter and that we should just be okay with simply adequate service because we were getting a deal on the set.
$900 is a ton of money to us even if it isn’t to him or you. It is a paycheck and a half for our household, so we would expect better from Sears. I am so sad that what I was excited about 2 weeks ago is not making me regret our whole decision…we should have just bought a used set, which is what we would have done had we known that we were going to have to deal with all of this. Aren’t you supposed to be excited about a big new purchase? Especially your first one as a married couple? I am so disappointed with everything; thinking about it brings me to tears.
Sincerely,
Rebecca Johnston
I ordered a Sears YT 4000 Yard Tractor. Delivery was at the end of the 2-4pm window and that was ok. The delivery person was given a Ford truck which had real bad transmission slipping. My driveway is long and uphill. The half ton Sears truck barely made it with my guidance help and many tries to keep tranny from slipping. The tractor was strapped to the bed of truck and he had two ramps to guide it off bed. There was no way he was going to do this by himself. Both myself and my wife helped him roll it off the truck with substandard ramps. After all that, he found that the keys were missing in packet.
He said he would bring them back to me on his way home after work. The poor guy was in no way able to remove that heavy piece of equipment safely and Sears management should be at fault for the lousy service I received. I’ve bought from Sears for years and has been my preference. My last two sales (Stoneridge in Pleasanto, CA and Jackson CA) were far less than satisfactory. Again, delivery person was fine, but as much a victim to unsatisfactory management as I was. Makes me retthink about future sales at Sears.
On April 11,2011 I had a Sears Maytag washer delivered to my home and one of the men carelessly pushed my washer into the laundry without using the dolly. He put several dents in my washer. The I was told by him that he couldn’t get the hoses to the old washer off/and for me to get the maintenance my at my apt complex to change the hoses. Our maintenance do not change washer hoses in apt. He the hooked up the hot to the cold and the cold to the hot. He did not test to see if the washer was working correcting.
I found this out when I ran a cyslt to get the debree out of the washer tub. I made 3 phone calls to schedule someone to come out and correct the problem. They couldn’t find me in the system neither time. I then had my ex-hysband and sister call Sears to try to schedule someone to come out. Once again I was not found in the system. I am not happy at all with Sears. If I had not given my old washer await, I would have the new reuturned, if I could get a delivery person to ever pick it up.
I will never do business with Sears again, and I’m cancelling the 3 yt service contract I purchased. A very unhappy former Sears customer.
I ordered a mattress in February 2011 from Sears. It did not arrive, when I called they said it must have been lost and they reordered it. It finally arrive in April 2011. However, I was sent two mattresses. The men who delivered the mattress refused to bring it in the house (i am 70 years of age) and the catalog specifically said they would bring it in and place it where I needed it. So they told me they could leave it on my porch or anywhere they wanted. They were not obligated to actually deliver it. Now I have received a bill for two mattresses from Sears (I returned the second one with the drivers). So fed up with this.
I had an appointment scheduled from 7-9am. Someone finally showed up at 11:30 when I was no longer home and he left. Then he came back alone four hours later, even though I had told them that two people were needed to take down and lift back up the stacked dryer. The bottom line was that we had to reschedule for a week later. Then Sears told me on the phone that my appointment was not for 7-9 and that there was no note about two people needed. They wasted many hours of my time and the tech’s time. This has to be the worst communication system I’ve seen. The Sears techs are good but the company is too big and centralized and one person doesn’t communicate with the other. Lots of wasted time and frustration before they do the job.
i made a purchase online for a jump station from sears. got an email stating item arrived at requested store. took off work (overtime $36.00 + an hour) to drive to a store over 38 miles from my job to pick up item desperately needed. after an extended amount of time,i was told i must have misread my email. unsure, i left, went to autozone and purchased similar item because i couldn’t wait any longer. went home, reread my email from sears stating my order was indeed at the sears store i just left. called store and sales attendant stated that indeed my order was there.
really upset i then called a 1-800 # and cancelled my order. supposedly my sears gift card was supposed to be reimbursed within 24-48 hours, still shows no such action. now you have an EXTREMELY PISSED OFF customer that has been loyal to sears for many many years. my last 3 ventures with sears (2 online) have been bad experiances. please give me my money back, don’t lose a dedicated customer and please try to get back to your old dependable ways. disgruntled but still trying to be a faithful customer, Tim Jones
Non-deliverly top of the range Microwave from Sears. I order a top of the range Microwave on 3/20/2011. I schedule installed and delivery to be on $/9/2011 I found out that, I was going to be home on 4/4/2011 until 3:00pm and call on 3/30/2011 to change the date to 4/4/2011. It has to be done by 3:00pm they said they will tell the Sears tech that. Ok got a call from the tech the night before the install this was on 4/3/2011 at 8:45 which was kinda late for for me I was already asleep and He said I will be there between 1:00pm to 3:00pm I said un ok . I was going to see if they show up on time or before 2:00 this time.
The next day he did not show up within his window time so I call back at the number I got the call from and told him who I was and he had no clue who I was he said hold on a minute I could hear him wrestle with the papers . then he said I had you down for 3:00pm I told no you said 1:00pm to 3:00pm than he said we are behind so it going to be after 3:00pm I told him to cancel it because I will not be home. He said ok and that was the end of the call. I call sears installation dept to complain and reschedule it for 4/09/2011 and want it done before 3:00pm She told me she will make a note of it and tell the techs that or if they can’t get there before 3:00pm give them a call back .
At this time I already had it with sears but was willing to give them the chance to come through. Ok its 4/8/2011 at 8:50pm I get a call from the techs they said we have you schedule for 2:00 pm to 6:00pm my Husband told no that not what we agree on the tech was like um we have the papers that said from 2:00pm to 6:00pm so my husband says ok but I am not happy with the window time the tech say good night and hung up. On 4/9/2011 they show up 5:30pm with their tools and didn’t not see a box of a over the top range microwave. Didn’t say nothing just waited to see what the techs were going to do. They go to the kitchen where me and my husband had taken the vent-a-hood down and pull out the stove for them.
They ask where the microwave is? I was like WHAT?!?!? You got to be kidding me. I told my husband it’s your turn to deal with this. He asked them where is the Microwave they said you are supposed to have it. My husband said no it was a delivery and install. They said will our papers said to install no deliver here. My husband said can you find out where it is they said YOU HAVE TO CALL SEARS ABOUT IT. At this point I am really pissed and want to cancel the whole thing. My husband got on the phone try to call the installation dept guess what they are having tech problems their system crash which I find hard to believe because they should had other data center that could pick up the calls
So we got nowhere that evening. Waited the next morning and call the direct line and spoke with a manager of some sort she said they could not do anything until Monday morning4/11/2011 My husband being a computer guy he knows how the system works and told you got two hours to come up with a tech and she said ok give me your number and I will call you back. My husband said you got two hours. She calls back and says she can’t get anyone and they are they are still having system problems my husband said that it cancel the order and give up our money back. She got quiet and barely hear her try to tell us that we are inconvinces them I said what about our inconvinces you cause us.
Told her to send up a confirming e-mail that the order has been cancelled and she want to put up with the cancelation dept My husband said I done talking to people you do its your job to take care of it that was the end of the call. While later on of the day we get a call from tech saying he will be here between 9:00am to 11:00am I was like WHAT?!?!? So my husband calls him back and said who told you to come out here. He says I got a call from my office that you wanted a microwave installed. My Husband said No we cancel the order earlier of the day after all the BS sears cause us.
My diswasher broke (loud noise, smell, hot, no water) on March 31. Called Sears for service on April 1, and they agreed to come out and so we scheduled repair for April 8th (1-5pm). Was called at 1pm on that day all for them to tell me that there was no available technician, reschedule for April 19th. Not even able to talk to a supervisor at Sears. Just gave me a huge run around and no solutions to fix the problem. I am not buying any more sears appliances if I can help it and will tell friends to do the same. I hope Sears gets the message. They are a dishonest and unreliable company, and can’t stay in business working this way.
I purchased a refrigerator on 4/3/2011 with the understanding that 1) it was in stock 2) I would receive a call the night before Friday, April 8th and 3). it would be delivered on Saturday, April 9th. None of this happened. No one called me, so I called Sears and was told that I was not scheduled for delivery. Finally, after numerous calls to the large appliance department at Sears, I was told that the item was no longer available. NO CALL, not even to tell me what had transpired??? If I had not taken the initiative, this situation would not have come to light. This is the way you do business??? The salesclerk at Sears was very helpful.
I don’t blame her. She found a refrigerator similar to the one I originally purchased. I do blame your customer service department, warehouse and your delivery service dept. As it stands now, I have to go to Sears on Saturday, to pick up a new receipt. Hopefully, the refrigerator will be delivered on Sunday, April 10th. Now I understand why Sears’ stock value has decreased. I am telling all my friends about my experience and will urge them to think twice before ordering anything from Sears.
WE bought new frig n stove at sears and the seal broke n the stove window 11 months after we bought it. right around thanksgiving. I had a house full of company, because i live in Florida. I didn’t call to get it fixed till end of holidays, which put me one month over my one year warranty, so they refused to come look at it even though i told them it broke seal before warranty was up. and now turkey grease is between the glass and looks like crap when people walk through my brand new kitchen. shame on you sears. that’s an easy fix and you know that it was faulty. Your stove looks like crap and so do you. never again will any of my three houses carry sears Kenmore or anything else in sears stores.
Fridge no 1 window gets delivered from sears Friday am. 7-1 day off work washer dryer on different truck window. 9-2 fridge arrives 1130 stuffed and forced in my house damage to house and fridge delivery guys don’t care and because I am upset decide to leave without taking away old fridge as per arrangement with sears. fun just begins washer dryer arrive with different company no problem. Sat 930am off to sears to complain new fridge to arrive Thursday eve between 6-10 great sales help from my sales person Tuesday evening the sears insurance guy shows up to access my damage and make arrangements to fix my front door. another 2hours at home waiting but again nice guy and my door will be fixed over a two day period in may when weather is better as door must be removed sanded fixed and repainted.
thurs nite fridge no2 arrives first fridge is taken from my house food again all over counter and it’s 830in the eve unpack fridge no2 and guess what big dent in the front. so in comes fridge no 1 again sears on the phone can’t help and I am s.o.l 10 pm I finally have kitchen back together again. Fri 930 on phone to sears sale rep they have no fridges in wear house so now we start again next sat you must be kidding!!!!
on 9-15-10 i purchased a gas trimmer from sears, paid 74.54 for it got it out of box and could not get it to start, took it back and they replaced it, took the new one home and used it one time. got it out 3-14-11 and it wouldn’t start,come to find out the choke lever was missing, took it back to sears this morning. the one gentleman was very professional, the sears tool dept. mgr. was very nasty, needs a attitude a adjustment, very nasty. he walked away shouting do what ever you want to do. that’s why i’m complaining, he needs to be replaced, i sure wouldn’t have a person like that serving my customers. when i took the first one back i decided to upgrade to the next level, well here i am with a piece of junk from sears, and out 138.44 .
over the years i have purchased thousand of dollars of craftsman tools for my trade, one thing for sure sears you’ll never get another dime out of me or my family.
the store #is01105 9405 w. colony dr. ocoee fl. 34761 thank you
Ever deal with a big corporation that shuttles you from department to department and everyone is really nice, but nothing gets done about your problem and finally after a few weeks and some hours online and/or on the phone you simply get tired and start adding up how much of your time is wasted? I am realizing that Sears is one of those companies (also AT&T but that’s another story). I bought a set of mattresses at Sears in December and my husband and I both tried them out in the store. He was out of town for 6 weeks unexpectedly and when we were finally able to try them at home, they sagged badly, even though they did not sag in the store.
We were waking up really achy! We are average or under-average weight. I called the store several times-no answer. So I emailed customer service and got a nice response and eventually (over several days) they told me someone would contact me. Never happened so I email back and they give me a number to call (this is after a week) and so I call and they want to give me a new mattress and I say, no, I am not willing to try another one like this after this one performs so badly.
I would like store credit. But of course they can’t help and I call the store and they finally answer and say they will call back but no, they don’t ever call back and in the meantime we are sore and achy and trying to figure out what to do– I called today and asked for contact info for the regional manager and they say they don’t have that. So everyone is friendly, but nothing is happening and now I have to buy more mattresses and I’ve just lost almost $800. on these. I will never buy anything at Sears again.
I’m done. Seriously. And though I used to tell folks to shop there for appliances, now I say, don’t do it! Find a place with good customer service. Stay away from Sears!
To Whom This May Concern; 2/15/11. I am writing to you in regards to my fridge from HELL. Four years ago I purchased this appliance with the good faith that it would work for many years and then replace it. I did for some GODLY reason, purchase the five year agreement with the appliance, it has 1 year yet to go. Finally, after all this time of trying to reach someone from the bottom up to hear and believe my wild but true story; I got someone who did.
Of course, I had to carry this problem to the Indiana Attorney Generals office twice, but I think I got the message across and believed. I needed to convay to someone in the law department at SEARS the problem, however, before we could reach an agreement, and i must say very helpful at the time. I think there is a law suit against the company that built the appliance,that was of course over a year ago, that I heard from someone.
Since July of last year, I began having problems with the motor on the unit, running most of the time…The appliance can’t handle out side room temps past 65*. Which in turn caused leakage to come from the unit. I constantly am cleaning up from this! At this time again, I notified the Attorney Generals Office to check on the complaint (July ’10)that I had first notified them this past year about the same problem still occurring. I have not heard from them to this date but the complaint is not canceled.
From that time until now, I have lost FOUR entire units of food AGAIN. I finally called the 800# and made an appointment to have the unit fixed since I had not heard from SEARS or the A.G.O.. I did not complain, because I thought the first settlement would be on its way any time, along with the top of the line replacement as agreed upon. Not true.
Therefore, I am telling you that my current “emergency time” for repairs is within TWO weeks of the last call (Feb) call. Thank GOD the weather is so that I can use the outdoors to keep things I purchase on a daily bases, or I would have at least another claim, making it five complete losses of food. I am claiming such amounts four(4)($250.each)of losses now. I would like those (4)or more claims to reflect the amount on a matching top of the line stove, in steel color, for all my problems that have occurred since the beginning; if not then a check to cover the four losses.
I haven’t ask for much, except what should have covered the losses. I have told the true to date, and hope that you can trust that is what Iam doing now. If not I can supply you a list of the weekly staples that in my top and bottom units are filled with weekly purchases, plus the extras that meet the holiday needs. The four losses have been around a holiday. Currently, the motor works part time, and the seals have pulled half off the doors, and allow fluids to flow under neath when the unit is not cooling. I have ask for the same repairmean to assist this time as well. We have a new store in North Vernon, however, this repairman lives a short visit from us and knows the problems.
Thank you for your help in the past, and finally believing me that I am telling the truth as I am now. I can apply for another complaint, However, I have faith that going this route, we can get the request met with the other settlement sooner and with less problems now.
Respectfully Submitted,
Bethanne M. Rigney berign@hotmail.com
on Sunday February 13th I drove 10 miles to go into the sears appliance division to report that my Kenmore drier which I bought in June 2010 was not blowing hot air. I was given a number to call for warranty, when actually I feel the call should have been made from the store, however since there wasn’t any commission from a sale I was not given any assistance. On Monday I called sears by phone and scheduled an appointment from Tuesday February 15th 1:00PM until 5:00 pm. Around 2:15 I called sears because I had not heard from anyone from their office.
I was then told my appointment was scheduled for Thursday the 17th. This is clearly an operator error, unfortunately my husband took the day off work and it has cost us 100.00. this is a huge economic burden for us. We are very dissatisfied with sears lack of care in scheduling our appointment.
I purchased a mattress and box-spring set from the Sears store. At the time of the purchase I was assured by the salesman that he would initiate the rebate process for the shipping of my mattress/box spring and I should receive it in about 30 days. He even went so far as to ask if I preferred the rebate as a Pre-paid Master Card or a Sears Gift card, I chose the Master Card. This is now February and nothing has been received. I have contacted Sears repeatedly. I was told that I had waited to long to submit, I explained that I had been promised by the salesman that he would handle it. Apparently this means nothing to them.
Bought a element 40inch lcd tv at sears 1 year and a week and a half ago. Called sears to come and fix it and he said the parts were unavailable. What a joke.
Complaint against Sears Cote Vertu. Subject: Humidifier Console 45.4L (defected item). We took delivery of this box on Thursday, January 20, 2011. We tried to follow the instructions, we found several defects that could cause electric and other harm. For example an electric button that shows green light when appliance is full. This button does not work and the result water flooded all over the floor and carpets. We decided not to use it and returned it to Sears after less that 24 hours.
We have been steady Sears clients for more than 30 years and we always had satisfaction whenever we purchased any thing. We were confident that we would have no problem to return the humidifier and receive an apology. On the contrary and for the first time we were denied return unless we pay a penalty 20% of the price. We were forced to pay $45.00 for a defective item that we returned in less than 24 hours. Is it possible that Sears changes to such low level. I cannot believe this.
I am upset with sears and the women apparel dept. I shop your Matteson store on Sunday Jan,23,2011. I wanted to purchase a ladies cream color turtleneck top. I found the top and it was priced $10.99; yet there were several other tops; the same brand, just a different color and the ranged in price from $7.99-$9.99 which I thought was pretty confusing. I ask to talk to the manager and the salesperson called the manager and at first the manager did not come to the counter, but simply gave the salesperson instructions over the phone.
So I ask to speak to the manager again and finally Corrine approached the counter only to tell me that was the store policy and because they were different colors; they were priced differently.I can see why Sears is struggling in the retail arena, because this is really a dumb policy to mark them down by color. If you go to Wal-mart; what ever is marked down; it is simply on sale; all the reds are not one color and all the blacks another color.
An American Home Shield contractor, Sears/AE Tech, installed ill-fitting universal parts which devalues my appliance and my property. AHS does not stand behind the shoddy repair job and their escalated rep accused me of “just wanting to get a new appliance.” My response, “isn’t that fair if you can’t get properly fitting parts? And, isn’t that what I’ve been paying you for?” American Home Shield wants to get out of paying any claims. And Sears keeps closing out the repair order, requiring them to come out multiple times. BTW, Sears people give you attitude. Do not get American Home Shield insurance!!!
Purchased washer and dryer and specifically told the salesman at Sears that we use propane gas. He said don’t worry the dryer WILL come with an LP conversion kit. Well it didn’t. When I called Sears Customer Service they said I will have to purchase a kit from Sears Parts Dept. $34.00 dollars later my husband and I called Maytag and Sears to get a professional to install the kit as the instructions stated. After 20 calls, we couldn’t get a professional. I called Sears where purchased and the manager told me he would reimburse me $20.50 for the conversion kit.
Big Deal when we were assured that we would receive one with the purchase of the dryer. Upon calling Maytag, we received different answers one – use the old kit off the old dryer. 2 – don’t use the old one it could leak. Sears told us to call our LP supplier. That doesn’t work. Here we sit with a washer to wash and a dryer that doesn’t work. Where do we go from here?
I have been a customer of Sears for over 30 years. Having bought numerous appliances over the years. I always purchase the extended warranty on the clothes washer as they seem to need repairs. I called for repair service and was told the serviceman would be here. Tonight I received a call informing me that the technician was overbooked and could not be here. This is not acceptable with me and I will not purchase another appliance from Sears. I will also inform anyone that will listen that Sears is not the company it once was. Customer Satisfaction guaranteed…NOT.
My Sears electric blanket smoldered and burnt me, the blankets and the mattress. We contacted Sears in our town and they said they couldn’t do anything about it because we didn’t have the receipt. How would it matter if I paid with a credit card and I can verify it was bought at that Sears location? The electric blanket is faulty and burned me and I at least want to make sure that other people are not hurt or injured by this product! Nobody at Sears will listen to me in their customer service department even though I don’t really care to complain at this point! What happened to caring??
I am still shaking from the incident I just had with this Sears lawnmower. Smoke started billowing out of it…and then it caught fire!!! I had to run for my life because I thought it was about to explode. I raced fast to the front steps found a heavy mat threw it over the mower. I called Sears, naturally (since it’s under warranty) and they wanted me to put the burning lawnmower in the back of my car bring it to them…I’m not making this up!!! I purchased this mower at the end of the season last year, so I’ve only used it this season …and not all that much since we had very little rain here this summer. Come on Sears stand behind your products!!!!
Totally upset with Sears. Ordered and paid for my dishwasher on 11/5/10. Was told it would be delivered 11/22…..no way! Received at least 20 calls from different departments to verify my delivery address….schedule delivery….cancel delivery! There were 5 different dates given to me. What a joke. Did not get it until 12/8/2010 and even that date needed an argument with the rep. Sears did not want to deliver as the hose kit was not in yet. Are you serious??? The salesman had it in his hand at the store on 11/5!!!!!! Now I am wondering where I go to get my delivery fee refunded???? Another call to the store manager I guess. Sears sure make you work for you POINTS!
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