Sears review: poor service! 30

Our Kenmore front load washer stopped washing and spinning. It works great as long as there are no clothes in it. The repairman came yesterday as scheduled and changed the speed control board. I asked him how he came up with his diagnosis, (like what meter or other testing tool did he use?) and he said that he just had alot of experience with these washers. Fair enough. He puts the panel back on and is packing up while I watch the washer fail to move on to the next cycle. He pulls the panel off again, apparently rigged something below and heads for the door again. As I move to the washer to test it myself, he abruptly tells me, "I can't spend all day here" and hits the road. I load the washer and turn it on-NOTHING, NADA, ZILCH. $279.00 for this despicable service. I'll never buy a Sears product again. Sears has gone downhill beyond belief. As I write this, I've been on hold for what seems to be over twenty minutes with the South Florida District of Sears. No one answers! They don't want to deal with complaints.

I have a barely two year old Kenmore [Whirlpool] refrigerator... I JUST paid a lot of money to have it fixed [over $300.00] and it is doing the same thing again. How despicable is that? I feel so very angry... doesn't anyone care that SEARS reputation is in the toilet...

This is for sure my last SEARS purchase, but I am stuck with it.

And now I am laughing at myself because this isn't going to do me one iota of good... What a waste of time and money!

Been dealing with Sears and our problem(dishwasher w/ extended warranty... joke!) for 8 months now! Endless hours on the phone... mostly on HOLD... because when they promise to come "right back"... well, 52 minutes later..you're still waiting! My husband has actually called from his cell WHILE still on hold on our land line! Talked to countless one-name operators... no one has a last name or employee ID#... and there is NEVER EVER a supervisor there, no matter what time of day you call. And, yes, we've talked to Source One...the CIA of customer relation clearing houses... I think I'd like a job as a Sears customer relations person... it'd be a breeze: just pretend like you're taking all their information,act like you're going to get "someone" to help,ask them to hold and you'll "be right back", and then go get in your car and go to Starbucks for a latte or go to the local theater and take in a movie... you get the idea. Just remember the old saying, folks: "Say something good, 10 people will hear you. Say something bad, 10,000 people will hear you." So Listen up CONSUMERS! Beware!

My father was a Sears repairman back in the late 60's and 70's. He was an actual employee of Sears and back then, a Sears repairman was something to be proud of. What the hell happened? I have replaced every major appliance in my home with a Sears product and have gotten burned each and every time on the back end because of poor service.

My latest debacle was over a water heater purchased about 5 years ago. It has the balance of a 12 year parts warranty on it and Sears makes sure that you have to call them because nobody else carries parts for it. Given that the hours of the parts center are limited, I opted to just schedule a repairman and bite the bullet to pay for what I surmised was just an element that went out.

Since my husband had toyed with completing himself, he got the manual out to look at. One of the first instructions was to drain the water heater and how. Apparently the Sears repairman never read that manual. He walks in, takes the cover off the panel yanks the lower element out, water spraying everywhere, shoves a new one in hands me a bill for $144 for his labor.

I assume this method way employed so he could guarantee a future visit for another repair or to replace the water heater as the insulation got soaking wet as well as everything else inside that paneled area. Isn't that why it's behind a panel, to protect those things from moisture?

I called the service center, but they were clueless as to what I was even complaining about. He didn't clean up his mess and a 4 year old would have taken more care than he did. Don't try to contact Sears directly either, because you can't. That is probably because they are tired of hearing about how piss poor their service is.

Loyalty to my dad and Sears be damned. I will never buy one more thing from them because I can't trust that there will be anything but a headache when it comes time to repair anything. Ripp-off!

I bought a Sears Master Protection Agreement for my TV which I had bought four years ago. I spoke a representative who told me that if I bought the Master Protection Agreement they would fix my television and if they weren't able to fix it than it would be replaced. My TV is relatively new and I thought that it could be fixed and wouldn't need to be replaced. A technician came to my house two weeks later and informed me that the TV wasn't fixable and left. I then called Sears again and spoke to a representative that said that since the TV was not fixable then it would be replaced. I called the next day wanting to know my I would be getting my TV and was informed that they had they couldn't even find proof of me ever purchasing a Master Protection Plan even though I had already been charged for it and had received my statement prior to speaking with them. I spent the next two days calling Sears and was then informed that they weren't even allowed to sell me a master protection plan in the first place because my TV had a problem and warranties are not sold on products that already have problems, and that it had been canceled, even though I clearly explained to your associates that my TV had a problem and that was the reason I was purchasing this protection plan. After being either put on hold for hours or just being hung up on, I finally spoke to an incompetent and rude supervisor named Ginny, ID # 540245 who told me that there was nothing she could do about it even though this was their mistake. Sears canceled my contract without my knowledge or consent, simply because they weren't willing to replace my TV. What kind of service is Sears providing? If the employees aren't knowledgeable about what they are offering than they shouldn't provide it. I have emailed my complain to numerous consumer websites to let others know that Sears is a very fraudulent and deceitful company and the only service they provide is lying to their customers. The bottom line is why they put me through all this hassle, if they had called me the next day and told me that they had made a mistake selling me the protection agreement I would have understood it. Why did they even bother to send a technician? Is this the kind of corporation Sears is...

Beware!

On 10/1/07 Sears did home service on my refrigerator and yet it was not fixed. I placed a call and was told that I had no choice and had to wait until 10/11/07 because Sears decided that it was the next available appt. and the customer had pay the consequence for the technicians mistake. I called again on 10/8/07 and informed a customer service rep to call my husband at [protected] (claim he noted the computer) and of course he did not because (NOT SURPRISED) there was no notation on the computer. The technician came to my house and of course no one was home because THE TECH DID NOT CALL (per Mary-service rep). Spoke to Mary (service) and was told that the tech was not in the area and would have to reschedule but THAT I HAD TO CALL TOMORROW ON 10/12/07 BECAUSE THE CALL WAS STILL OPENED. This makes no sense. I PAID $171.00 FOR SERVICES THAT WERE NOT RENDERED BECAUSE THE APPLIANCE IS STILL NOT WORKING!

Sear has been giving me the run around since 10/1/07 transferring me every time I call to different departments and yet no one can help. NO MANAGERS TO SPEAK WITH OR EMAIL.

I NEED A REFRIGERATOR THAT WORKS. THIS APPLIANCE IS ONLY A YEAR 1/2 AND ALREADY HAS PROBLEMS.

I bought a tractor and snow blower from SEARS in coonrapids, MN, they told that they will deliver on 24th of october, there was a call on 23rd evening to confirm this, so I took off from my job and waited, on 24th morning I received a call from sears, that they cannot deliver it today, and after several calls to SEARS, coonrapids and one visit to the SEARS out let in coonrapids, they finally said that they will deliver on 31st of october, between 10 and 12 in the morning, I again took off from work to receive the tractor, at 1.00 pm I called SEARS DELIVERY , and there was no apology they just said the van is on the way, and the driver is not obligated to have a cell phone. I told her that I have to go to work and at what time will they deliver, she just said, I don't know... I t has been my worst experience, I will never by any product from SEARS. When I bought the tractor, I took at home service warrant for nearly 300 dollars, I don't know what type of service I am going to get, when I am writing this letter, I have not yet got my tractor.

I too have had a bad experience with Sears and this is my last purchase. I bought a front load washer and dryer in red from them on this past Saturday with the pedestals. On Monday the washer and dryer came but no pedestals. I called Sears and was told the pedestals were in the warehouse and I would receive them the next day. HA! I was told to call the company that delivers for Sears, they don't deliver their merchandise, and make sure they set me up for delivery on Tuesday. I called them and they don't have the pedestals. I called the store back and requested to speak to the manager and he never came to the phone. I called back again and was told that because my receipt for the pedestals was marked delivery date 2/11/2009 that they had not been ordered. Why in the world would anyone order a washer and dryer this year and the pedestals next year? I wanted to talk to the manager again and still no manager came on the phone. Finally I talked to a woman and she was going to check on the pedestals and see where they were and would call me back. No call ever came. I called back and she had gone home. I talked to another woman, by now I am fit to be tied, and she was going to check and call me back. I told her I would stay on the line. She came back and said that the store had to order the pedestals and they would not be here until Feb. 29th. I told them that if the pedestals were not here on Tues. that they could come and pick up the washer and dryer and I would to to Lowe's. I am fed up with Sears and will never deal with them again.

I bought a Sharp aquos 37 inch television from sears along with other products. I have a service repair on the television. My tv went out some time in February. I contacted sears and was told there was no available appointment for 3 weeks. I tried to speak to other people and was put on hold for a very long time. I waited the three weeks for the service man to come. I got a call the night before that he will be here between 1 and 5. I come home from work at 12 o'clock and checked my answering machine to have a message that the service person was here at 10 am. I called and told them to send him back. They said he was not in the area and I would have to wait three weeks for him to come back out. He finally came to say that my motherboard was shot and he would have to order the parts. I am still waiting for the parts (3/23/08), and will have to reschedule an appointment, which will take another three weeks. So, that tv has been out of service for almost 2 months. I asked to take it to a local repair shop and send in my bill and they refused. This is the worst customer service. My advice is not to buy any service repair from sears for any merchandise you purchase.

SEARS HAS NOT OFFERED ME ANY THING OR REALLY LOOKED TO TAKE CARE OF THIS. WHEN YOU CALL WITH A PROBLEM YOU WAIT ON HOLD FOR A HALF HOUR BEFORE SOMEONE PICKS UP.

Sears charged my credit card $275.00 to fix an ice maker in my refrigerator. They come from 8-5 & you need to wait 10-14 days. First repair man put a new part in and it worked for less than 24 hrs. Called Sears repair and they said I had to wait 3 days and call back -their policy. Did that, second repair man came 10 days later said he fixed it and it never made one ice cube. Called for third time-sent a sr. tech. 10 days later-he was nasty, rude and spent over an hour. Said his testers said it was working and left. Also threatened a member of the family before leaving. Sears refuses to let me speak to a member of mgt. or supv. Don’t ever use Sears for repairs-it is a nightmare.

My main complaint is the service is poor, but mostly the problem with automated answering system, it took me over an hour to contact a real person who could help me. I have mostly Sears products in my home but that will end because of poor service and a poor communication system. Sears has lost a life long costumer.

My request for service was submitted more than a week ago and as of this date the problem has not been repaired, the promise date is 9-2-08, after several phone calls I can not get anyone to tell me when they will make the service call, while writing this complaint Sears finally called and said they will be here sometime today, I have only been waiting 8 hours. Now I hope they have the parts.

Service scheduled for 9/8 between 1 and 5 p.m. Sears call Sunday to confirm. No show on Monday. Called Service again. Supposedly the repair tech called us 3 times and no one was home. Unfortunately we were home. No phone calls - no messages left on the answer machine either. Customer Service is no help, just wants to re-schedule the appointment for 5 days later. Will not let you talk to anyone else. They have to contact routing and are supposed to call me. As of yet no call. I am about ready to call another repair service and sent the bill to Sears. Have the extended warranty. Does this mean that if we had to pay for the repair the repair tech would have shown up.

hello, It seems like who ever came out to service the washer, tech must be new or he just doesn't want to work or to figure out the problem. They do have number to call for tech support. Call back to service and ask for senior tech (they refer to this, tech who cares about customer washer, senior tech will spend time to troubleshoot correctly). :)

My husband and I bought a new dishwasher and washer/ dryer combo from sears- both products have been in the house less than two months we had to have the dishwasher door repaired (spring broke off) and now the washing machine is not working- both times I booked an 8am to 12pm window in order to take only 1/2 a day from work- to get them repaired both times I ended up missing an entire day of work because the repair guy did not show up on time for the one call and did not show up at all for the second call. Calling Sears they said they cannot guarantee the window time slots they booked me for and offered to reschedule for another work day which puts me back in the same position of missing work. Sears rep called to tell me they had to reschedule and I told the guy it was unacceptable and they had to get someone over that day and I could not miss another day of work- the Sears Rep hung up the phone on me. I called the service center back and they tried to sell me on a home estimate in order to make up for being hung up on - I guess that I lost a day of work meant nothing to Sears- they tried to reschedule for the following Tuesday- which I could not afford to lose another dayof work for Sear's convinience- in the end my husbland and I took a Saturday appointment 2 weeks out and had to spend our busy weekend night paying to do laundry at a laundry matt. I will never shop as Sears- their products break down and their "Customer Service" is the worst.

I'm from Wallace Street ALC and we are hosting a Benifit dinner/Auction for Sandra Burgett January 31, 2009. Sandra recently had to stop working due to her cancer and having to go to Cleveland Ohio for many surgeries. Since Sandra was also a EMT for 20 years in Gratiot County we went around to local businesses for donations for the auction, many gave. Being Sears is alway promoting there the store of giving we figured they would donate Something even if it was just a shovel or rake. We walked in to tell the sales associate what we were there for, we didn't even finish when he said, said he would get the manager. Insteed of the manager coming out to talk to us and let us finsh, the associate came out and said we can't sorry. They were very rude, maybe it was because the associate was standing the eating and we were interupting his lunch. Who knows! But I'm sure Sandra had many lunches interupted being a EMT for 20 years, could of been for them or their families. All were looking for is to help the most caring, helpful person you'll ever meet and for people to be like that is wrong.

Purchased a stove and refriderator from our local sears store. We were told that our local sears store would not install our gas stove. My husband said not to buy it, but I liked it and I did it. WHAT A NIGHTMARE! Appliances were delievered ok. But, we could not get anyone to install the oven. I called sears and an appointment was set up but never keep by them. I had to pay upfront $109.00 for them to come out. So, on the phone again to have those charges reversed, and still no set-up. But, the oven sure was pretty setting in my kitchen.lol...My husband found someone not affliated with sears to do the setup..I will never buy anything from Sears again. They do not service what they sell in a timely manner, or at all, you cannot understand their service representatives, and they just simply, SUCK.

On November 27, 2009 I ordered 5 tires from the auto service center along with a front end alignment. These tires were advertised on sale but I was told that they didn't have my tires in and it would be 3 days before they arrived. I decided towait for the 3 days. This wait turned out to be 2 weeks
After I called 3 times and actually went to the store to inquire about my purchase I finally asked for the manager (David) who told me that they have had 4 tires in the store all along.
I went that day to have them installed. I checked in at 1:52 PM and was told that it would take 2 hours to do the work. When I returned at 4:00 PM they did not have one tire on the truck.
While I was waiting along with 3 other customers that were there for tire instalation. We observed the mechanics standing around and talking to each other. They were not even trying to get the tires on the vechicles. There were only 3 cars in the bay's and 5 mechanics on duty.
We were told that the alignment machine was not working properly
I was told that the front end of my truck was all rusted up. (This truck had 56, 000 miles on it and sits in the garage most of the time)
The mechanic told me that my wheels were all pitted and he had to polish each wheel. I personally timed him when he picked my tires off of the pile and placed them on the tire machine to take it off the wheel. Between the time he picked the tire up and changed it for the new tire he spent 3 1/2 minutes before he placed it on the balancing machine, at which time he carried it to my truck and mounted it. I did not see him polish any wheel. I was told that my spare would be in two days later.
When I finally went 7 days later it inquire about my spare I complained to the manager (David) and told him how I was getting the run around by the department. Also how the mechanics were only standing around and not working on the vehicles. He told me that they had got rid of the person that was working on my vehicle because he did not work. However when I went to the bay to get my spare mounted the same mechanic greeted me. He stood and talked to me while another mechanic changed my tire. Another customer enquired about his car while I was waiting and was told that the alignment eqipment was giving them trouble. So it seems that this is a standard answer to customers when they are waiting for the work to be done.

Total time that it took me to get 5 tires changed was 5 hours, as I did not get out of the store until 5:20 the first time (3 1/2 ) spent one hour on the phone and traveling to the store. And 1/2 hour waiting for my spare to be mounted.

I do not appreciate being lied to by managers, being given the run around by the mechanics and feel that Sears should reimburse me for some of my inconvience and time.

If I was the only one that had this problem or if the store had been busy I could have understood the wait. However there was 2 other customers waiting for thier tires to be changed also and they waited for 3 1/2 hours along with me.

damn. that is bad. i feel sorry for you

Well, like most of the other people complaining about the service they have received from Sears, like them, I will NEVER shop with them again, online or in department stores.
Trying to order 2 simple over elements has turned into a nightmare involving them:
1. putting on incorrect street address on my order, nver received the 1sr order.
2. made a second order, parts were incorrect. now i have to return these parts. still waiting for a credit (1 month now) on my first order.

Simply terrible
disgusted in Nepean, Ontario, Canada

Ordered tires at Sears Automotive, paid for them, 3 days later, not sure if the tires were ordered per sales rep. Called 6 days later to tell me that tires were never ordered and could not be ordered at this time. Held funds for 12 days before crediting my account.

Bought a fridge with faulty part and at first they weren't even going to fix it. They then had to send 3 technicians out, each time I told them exactly whaqt was wrong and that the problem was inside the door - each time they didn't spend the time to go inside the door. Finally after complaining several times they ordered a new door and had it shipped to my house. When it arrived someone from the service center had drawn a picture of a gun shooting a stick figure labeled "kid". The technicians that came to my house all met my children...check out the creepy picture attached!

One month ago I called Sears to request technician service for my treadmill, I requested the appointment for today January 13, to assure I could be more available to receive what I requested. Sears does not’t call to confirm appointments (bad policy), so I called their customer service line yesterday (Jan 12) to assure appropriate use of my time. In my call, I was told by customer service personnel that they don’t give time appointments in Puerto Rico, and that they recommend: "I should take my day off and rest while they arrive".(abusive) wait at least from 8am to 5pm.You know what? I did, I woke up 2:30 am, I went to start my work at the hospital, (doctor) left some things done, and traveled back home to beat home at 8:00am as they told me; then I stayed at home until 5:30pm and they never arrived after nine hours . During this period I called twice a 1 800 number and I received the same response. “there is nothing we can do, for Puerto Rico, there are no hour for appointments, so just wait. We cannot call the technician. Just wait. After the nine hour wait, I called again and asked for a supervisor, they made me wait in the phone, hearing music for twenty minutes finally they hung the phone. I lost nine hours of my work day just for nothing. Finally I went back to the hospital to complete my work, nine hours late. They have no respect for their clients.

On January 28th, my treadmill broke while running. Due to purchasing an extended warranty contract, I called Sears Home Repair. Operator advised me that the next available appointment was Feb 21st ! During our conversation, the operator asked ME what parts I needed for the repair?! After several minutes of GUESSING, she ordered a roller for the treadmill. FIRST complaint-a tech should have first looked at the treadmill to determine what was broke and what needed. Then on Feb 21st, the tech calls my cell and tells me that he doesnt have all the correct parts ordered. The tech NEVER even looked at the treadmill. The tech then tells me that the next appt is March 2nd. On March 2nd, the tech comes to the house and finally looks at the treadmill. He then tells me that the parts our on back order. The tech then says it will be around March 24th before he can fix the treadmill correctly. TWO MONTHS AFTER IT HAS BEEN BROKE. I called customer service 3 times and never once has anyone offered a solution. In fact, one operator told me that i dont have to buy from Sears again. WOW, great customer service there! Once my extended warranty is expired, I WILL NEVER PURCHASE ANOTHER ITEM FROM SEARS.

My mother's 50th Birthday is coming up in April, and I decided to buy her something she really needed, a dishwasher. I researched dishwashers on the Consumer Reports website and found the one that would best suit my mother's needs. The least expensive model was from PC Richards for $399. However I decided to go with Sears, even though their price for the dishwasher was $599. I chose Sears because of their reputation for excellent products. I checked online and saw that Sears was offering “Free Shipping” on products over a few hundred dollars, which the dishwasher certainly was, as well as a price match guarantee. Instead of making the purchase over the internet, I chose to be called by Sears. Cathrin D., who called me from Sears Blue Team was very helpful and offered me several add-ons, including an installation kit and a three year warranty. She also helped me price match the dishwasher. Cathrin told me that this dishwasher was in stock and could ship out by the beginning of the following week.

The following week, my mother received a phone call at 5:30 in the MORNING, on Tuesday, from Sears saying that they had her installation kit, but didn’t have her dishwasher. At 10am, an installation company called ‘A1’, called my mother and said that they had her dishwasher ready for delivery, but no installation kit. My mother asked them how they were going to install her dishwasher, which I had told her was COMPLETELY paid for, without the kit. ‘A1’ told my mother that they were NOT going to install her new dishwasher, but just drop it off. My mother told them not to and then called me in a panic. I reassured her that this must be a misunderstanding, seeing as how I HAD PAID IN ADVANCE FOR THE DISHWASHER, THE INSTALLATION KIT, THE INSTALLATION, HAULING AWAY OF THE OLD WASHER, ETC…

I called Sears and was transferred from one department to another, having to repeat my story to every new representative. This went on for THREE hours! Not one single representative was able to help me with the whole issue. Finally I demanded to speak to a supervisor. ‘ Kevin’ explained to me that the installation kit that I had purchased through Sears was on back order and I could be refunded for the installation kit and instead, buy it directly from ‘A1’. However, he could not complete this transaction himself, but had to transfer me to yet another representative, at which point I had to explain the whole story again, in order to get my refund.

I then called ‘A1’ who refused to sell me the installation kit over the phone, as Kevin had verified they would. They told me that I would have to buy it from Sears. I had already bought it from Sears and gone through this whole rigmarole with them. ‘A1’ gave me the number for a Sears in Winter Park, whom they said could help me re-purchase the installation kit. I called Sears in Winter Park, who said ‘A1’ was wrong and they could not handle this for me. They transferred me instead to an installation department. The installation department had to hear the whole story again, and they took my credit card number to charge me $24.99 for the new kit. I reminded them that I had originally only had to pay $11.99 for it. So they agreed to charge me that price.

I was looking at my receipt from Sears today and noticed that at the end of the bill I was charged a $69.99 shipping fee, after I had been told that shipping would be free.

Sears and A1 rescheduled the installation for the following Monday between 4pm and 8pm. A1 was late, only finally arriving at 8:15pm. Does Sears believe that a provider showing up late, causing a client to lose income by taking off work, is ok? The dishwasher was installed and my mother called me and told me that it was stainless steel, I HAD ORDERED AWHITE DISHWASHER. Can Sears get anything right?

Not only am I frustrated, disappointed and angry at the service I have received, I have been overcharged by Sears.

I feel the Sears team is incompetent at best. No one person was able to resolved my issue. There was no communication between representatives as to what my issue was. Sears tried to send out an order without all of the necessary parts and then sent the wrong dishwasher.

I have heard a lot of horror stories about Sears customer service and I will never buy anything from them that may need to be serviced.

You're an ###! That why you dont get a new tv

Good luck with the service - it stinks

You are so kind, still give them a chance. It is not acceptable to kept money for that long. they should give you interest.

We purchased a Sears mattress and the mattress was to be delivered today, August 29, 2013, the driver calls if we would accept the mattress which is stained the plastic was torn therefore the mattress did have an obvious stain. We told them we do not want a stained mattress and i am looking forward to the replacement mattress and the experience of how our mattress is before we can exchange we will wait and see. Considering Sears should remain a top quality store to satisfy customers and not a very satisfied customer at this point since we have to wait two weeks and see if this is a "new" mattress that will satisfy!