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Letter to Sears CEO Re Service Center
Posted by Tucsonbabe on 08/05/2006
TUCSON, ARIZONA -- TO: Alwyn B Lewis August 4, 2006
President and CEO
Sears Holdings Corporation

Re: What in the world…

Dear Mr. Lewis,

What in the world has Sears done to its service organization? What happened to “we service what we sell” once the mantra of the world’s greatest retailer?

I purchased Master Protection Agreement # 040329231400108, a copy of which is attached, to cover in home service of two combo TV/VCR’s, a stereo table top system and a Maytag washer/dryer combo.

The VCR on Panasonic TV # PV-M2079 stopped operating and I called Sears service. A technician came to my home on July 18th. He was unable to fix the VCR and took it to the service center on Service Order #95362223. Please see attached documentation.

Last evening, August 3rd, I received a recorded message advising me that the TV was fixed and could be picked up at the Tucson Service Center. Obviously there was some mistake, the Sears technician took it away surely Sears should bring it back. I foolishly thought that the situation could be remedied by a single phone call.

Mr. Lewis, try calling the Sears Service number (1-800-4-My-Home) sometime. Make sure you have a stiff drink in your hand to calm your nerves before you do so. It took three phone calls and two and one half hours to rectify the situation.

Twice, after being on hold, I was told that I was being transferred to the “Rapid Resolution” Department. I was disconnected both times. The third time was a charm and I actually was connected to a human. After listening to my tale of woe, putting me on hold yet again and attempting to reach the Sears Service Center in Tucson, the associate came back on the line and explained that no one answered the phone and I should try calling them later.

Now, I ask you, Mr. Alwyn, if an associate in the Sears service department could not get through to the Tucson Service Center that is holding my TV captive, what are the chances of me, a mere mortal, making contact.

I insisted that the associate keep trying and he finally made contact with the Mesa Service Center. The earliest date that they could arrange to return my TV is August 17th, one month from the day that it was taken from my home.

Needless to say, when it comes time to replace my appliances, I will not consider Sears. I don’t know what is happening to the company I shopped at for years, but it is not good.

Regards,

     
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Posted by Technician on 2006-08-05:
Sorry about the problem with service, let us know if you get a response from Alwyn, he is K-Mart not Sears, but it will be interesting to know if he answers, my money is on NO.

What you are going thru is far from the norm but I know it does happen sometimes. good luck.
Posted by Anonymous on 2006-08-05:
IMO, vcrs are so cheap and cheaply made, they are among the latest "throw away" items to buy. Don't bother getting a warranty. Likewise, depending on what you spent on the TV. As far as the washer/dryer combo goes, ya gotta wonder if it's worth it.
Posted by DORCAS on 2006-08-07:
It seems their "rapid resolution" is to cut you off. I was one of Sear's "Best Customers" victims myself. It took nearly a year to finally get a replacement on a two week old &1300.00 appliance. For the last 25 years we shopped Sears for all our major and minor needs but that stopped and we have since gone elsewhere. The products are failing right off the bat and since the closest Sears is 85 miles away you can bet it's a nightmare to get service. Actually there is a family owned Sears appliance only store in town but their attitude is pathetic, and most the town refuse to go in anymore. Your right, it "used" to be a great store,,,no more!
Posted by tucsonbabe on 2006-08-07:
To Technician,
I posted the letter on Sears e mail immediately after I wrote it. I received an acknowledgement the same day. The acknowledgement stated that the info would be passed on to the service center. My mailed copies have yet to reach their destination.
Alwyn Lewis is now the President and CEO of Sears and K Mart. Alan lacey is gone. The revolving door continues to spin.
Posted by Technician on 2006-08-07:
Tucsonbabe: Yes I know Mr. Lewis is top dog for Sears also. Since you have the SO# for your tv/vcr the tech. number is also on the ticket, call 1-800 and keep telling the machine you want customer service until you get a human, have customer service give you the tech managers name for that tech. and demand to be connected to him/her. Is your best shot at quicker resolution. Good luck.
Posted by tucsonbabe on 2006-08-07:
Thanks Technician.
I scanned my letter into the Sears website on Friday and mailed hard copies on Saturday.
I received a call today (Monday) from the manger of the Mesa Service Group which also handles Tucson. The TV is being delivered this afternoon. I will keep your suggestions for future problems if they occur. It sounds as if you are or were a Sears Tech.
Posted by Fustrated on 2006-08-08:
Hello...
Having a problem with Sears as well..would you happen to have the email address to that CEO Lewis you mentioned in your email..
Good luck
Posted by HondaCivic4DEx on 2007-02-04:
Frustrated I am very surprised that CEO Lewis gives out his email address, even if his Executive Assistant reads from the email address since for me, but I have seen much better flat panel screens that the tube one that I have, for me and reading what seems to be so many issues, would be quite hard on my eyes in the long run. It would be nice to get the email address so that I can send my Microsoft Word document that way also.
Posted by jazgal on 2007-03-02:
Sears Service ... I just called Sears regarding my refrig that stopped working .. and I have a 5 yr Master protection agreement that expires 8/07 .... the servie dept told me to call back tomorrow since they could not locate my service contract. I had the receipt in front of me and I told them the food will all go bad ... they said they could do nothing about it and if in fact I have a service agrement food will be covered up to $250 ... how awful is this that I have to watch food go bad and can do nothing about it ... Does anyone know who I can write to? Fax or call ...

thank you
Posted by 2muchalready on 2007-08-02:
I have never had a problem with the techs themselves who have done repair work, it's the communication between the techs and the customer service and parts department that have a total lack of contact with one another. My 50" TV worked only 6 weeks, went totally out the first week of May. Finally after numerous service calls, it was declared legally dead on July 12th. This was a circus of having been told of parts were ordered, parts were mailed, we don't have any record of parts ordered. Sometimes we got three different answers on the same day. Even though we have the extended warranty, Sears has dropped their hands of the situation and left it up to Panasonic which is now the ones who are dragging their feet. Sears informed me at first we could not get a refund on the extended warranty, only the TV. Then we got the story we could return the TV and get refunded for the portion of the warranty that wasn't used. We are totally sick of the whole situation. We got the same run around from the service number from Sears. Put on the automated answering. When we finally got a human, we either got cut off or put back on the auto system. We have found out there is NO CUSTOMER SERVICE with Sears. Now we are the ones who have to battle with Panasonic for a replacement covered by the warrenty, since Sears has washed their hands of it. What really ticked me off about getting a refund for the warrenty which covered repair or replacement, which neither has been done, was not getting a full refund. So now the TV and the warrenty are both worthless. After reading all the complaints, it seems this is their policy in many states, not just this one store in Texas. Perhaps people should run not walk when passing Sears and really run when they get to the Panasonic department.
Posted by aniarshakyan on 2007-10-08:
does anyone have Alwyn Lewis'email
Posted by Skye on 2007-10-08:
Found this information for Alwyn:

Headquarters Address:

3333 Beverly Rd.
Hoffman Estates, IL 60179
USA
Website: www.searsholdings.com
Phone: 847-286-2500
Posted by Wannahelp on 2007-11-05:
Let me be of some help if i can. I am few rungs under Alwyn at Sears Holdings Corp (both Sears and Kmart), but i am very aware of all the issues you all have discussed. Let me share with you, Alwyn did sit in a room, with numerous Exec's about a year ago and made a call to 1-800-4myhome (just as you recommmended) and experienced the same issue. He then initiated a much needed multi million dollar re-vamp of a phone system for the entire company. In addition, a new expectation was put in place that no calls would be 'cold' transferred (put customer on hold to transfer); instead all calls MUST be 'warm' transferred (the customer will have a person on the phone until the other person picks up the transferred line). He has also started (via our Customer Support team) a program called I.C.C.E. (Improving Customers Call Experience), this program measures data points to ensure 'customer expectations' are known to us and met or exceeded. Each business within Sears Holdings has multiple businesses also (example Sears has Sears Home Service as well as Retail, and many others). As these changes occur and are implemented to improve our business we ask customers, like yourselves to please try us again and let us know if your experience has improved or not. This is the only way we can get direct, unbiased feedback. You are our true 'business manager', please visit us again to see if your managing style has helped us improve. Please feel free to come back and communciate with me via my3cents.com and I promise you your communication will get to the top; positive or challenging! Thanks for your feedback already provided!
Posted by consumer712 on 2008-12-02:
I Ordered a black friday sale item online (samsung washer and dryer) for $1062 on a wednesday and I was not informed until after black friday was over that my order had been canceled. The original price of the items was a total of $1700.00 Had I been given an opportunity to attend black friday at sears in the store I could have had the opportunity to receive the deal. I was informed that sears is offering only 5% off for the mistake on sears.com, but I do not believe that redresses the problem. The 5% off would only give an $80 discount for the same two items all together which is nothing comparable to the deal I could have gotten had Sears not falsely advertised the product for sale online.

I call up customer service and the lady to me to hold my breath and to speak with a supervisor, i was placed on hold for 25 min and when i was finally transfered, i was disconnected. i immediately called back and the same exact thing happened. I dont know if they were just trying to avoid me or what. I have sent an email for a customer complaint and I have yet to receive any responses.
Posted by Dr. Cassyd on 2011-07-07:
Just had a service person here to check my small window ac unit to make sure no mold. He told me to use lysol spray. Everything was fine, he left. Then tried to turn on ac unit ( direct tv unit plugged in to same outlet). All burned out. could have started an electrical fire. No ac, no tv. Am unable to reach anyone in sears service.
Posted by Mr. P on 2011-08-04:
We have all of Appliances, Our Kenmore Refrigerator went out, We called customer service for appointment for Wednesday Aug 3, between 1 – 5 pm. Tech came out said it was the compressor and he order new compressor and told us if the compressor come in by Friday 5th to give sears a call so he can come and fix the refrigerator. The tech said he put it in as an emergency service he put the schedule time in for Wednesday August 10th 2011. I called sear they said only time they have a guy come out is on Wednesday. Oh lord so where is the emergency service at, we have to wait 7 more day to get the Refrigerator fixed. We are so very dissatisfied with SEARS all our Appliances com from sear. We will never get sears again.
Posted by Dissatisfied on 2011-08-04:
Sears not trust worthy ver dissatisfied with service appointmnent it take 2 weeks to fix washer and refrigerator. Sears is not good on a word they say, give you false information on the time they are coming out.
Posted by susan on 2011-11-27:
I've had the same bad experience with Sears and a frontload washer that I purchased from them. Within a year of purchase the drive belt broke. The technician arrived to do the repair after 3 weeks of waiting but failed to bring the belt along. I actually had to run out and find and purchase the belt myself otherwise I would have had to wait another 3 weeks for the repair. After the drive belt, the bellow ripped. That was another 5 weeks of waiting for Sears to order and deliver the bellow. Turns out the repair technician did not install the bellow correctly and my washer shredded my sheets and shirts. I fixed the bellow myself and today the drive belt broke again. Sears has horrible customer service and their technicians are useless. I will never buy anything from Sears again and tell everyone I know about my experience. susan
Posted by David on 2012-05-19:
He doesn't give a s...t! I have the same or more to tell him, but you can't find him. Well, I am not done with Sears yet
Posted by Jon spear 305 323 8970 on 2013-01-06:
My son in law surprised me with a cordless power unit(model 9-16496) for Christmas.When I visited a Sears store to buy the attachments for said tool,I was told none were available.The sales clerk said she could order the accessories and started the process.Again,the attachments were not available via the catalog or on line.I was told to come back at a later date and the attachments should be available.My complaint is simple"I just have another drill,not a cordless power unit"Somebody dropped the ball on this one.I have been a LOYAL Sears customer for almost 50 years.This is a disappointment.
Posted by jerry gieniec on 2013-07-13:
ok my husband bought me a gas stove on 7-10-13 hooked it up not the right orfices and none of the new papework then found paper on back of stove that said pre-owned!!!! front burners will only light if u use a match and then they pop the hole time. back burners have bigger flame on low then front have on high I called store they told me no returns I called repaire and the earliest they can come look at it is july 20th well let me tell u something I keep my 3 granddaughters all day every day and what am I gonna do if the damn thing blows up I sat on hold for 1 hole hour today before I talked to a person and then put back on hold cuz wrong dept well I am so truly upset with you people and will NEVER buy a appliance from yall again. my husband wants to take the stove back and throu it in front of the store. I want it fixed and I want iti fixed NOW why cant yall exchange the damn thing but no I have to have a tech look at it first well then get one here now not over a week from know. one of your people told me to just turn the propane on and off as I use the stove!!! REALLY ok let me move the damn stove to get to the shut off valve every damn time.. what kind of dumbasses work there???????????????? I am gonna call kens5 and see if they can help me. unless u wanna get it fixed tomorrow at the lastest we spend over 1300.00 on the stove and it turns out to be used when we were told it was new and know I have to deal with this shit. never again and I will let everyone kno how shitty yall treated us and belive you we both come from extremely large familys and have so many friends, but kens5 should really put a hurt in YOUR wallet mister CEO!!!!!!!!!!!!!!!!!!!!!!!!!!
Posted by Unhappy patio set on 2013-07-18:
Sears has scheduled 4 delivery dates of my patio set and has never shown up. I called customer serve and the store manager who guaranteed me it would be delivered tomorrow. Never got a delivery window so I called customer service only to find out no delivery is scheduled . Very frustrating!
Posted by SearsCare on 2013-07-18:
Dear Unhappy patio set,

We are terribly sorry for the frustrations and confusion with the delivery of your patio set. We understand this situation has been a bit more than upsetting. We would like to help locate your order and provide you with a delivery date. Please send the following information – contact #, screen name (Unhappy patio set), phone # used at time of purchase to smadvisor@searshc.com and we will be reaching out to assist. We look forward to speaking with you soon.

Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
Posted by CA_Lawyer on 2013-07-19:
Yup. I'm a California lawyer. for 20 years. as I read these comments I'm thinking... some of these result from unrealistic consumer expectations... that is, consumers are demanding services not offered, promised, or purchased. BUT some others of these tales, which I believe ( not that that is so important), are things that could give rise to lawsuits. Even meritorious ones. Naturally people don't want to do that, since it is expensive and a lot of trouble, which is why Corporations continue to do this stuff with impunity. Which is why this is exactly what consumers should expect. So then, as you continue to shop at places that don't deliver on their warranties, you might ask yourself a question: "Am I really just stupid?". If the answer is "Yes", then continue shopping!
Not legal advice. Just good advice. Usually I get paid for this, but its really just common sense.
Have a nice day.
Posted by 1spirit on 2013-08-23:
I too, have had to use the phone to get in touch with a living, breathing human at Sears - (1-800-4-My-Home). Good luck!!! If your issue is not among the choices to select you are triple screwed. I finally resorted to hitting the "0" button, until I got a human. They transferred me back to their God awful automated phone system. The Sears leadership team needs one very significant emotional event, to knock it back on course. And, I'm not even sure that would do it.
Posted by Ms Kelley on 2014-01-18:
I have never heard of such a HORRIBLE COMPANY until I shopped at Sears!! I have wasted two days trying to get their junk pick-up and delivery. I have repeatedly been lied to and talked to rudely. I would like to know why the delivery did not call me today saying the truck broke down and they would be 3 hours late. Then I was told by the driver they only had two pedestal to deliver and no washer. I was told the washer after they order I would receive an email with the receipt number as of today I do not have proof of the order #2072431. I want Sears to come get their mess out of my house and give me a refund ASAP, therefore I can go to a reputable place (Home Depot). This store is a big joke. The leadership is horrible!!! I am a disable veteran and will file a complaint with the state DA and Consumer Affairs. I AM FED UP WITH THE FALSE PROMISES!!!!
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Stay Away from Sears Appliance Layaway
Posted by Heliot on 12/10/2010
WEST MIFFLIN, PENNSYLVANIA -- 3 weeks ago my husband and I decided it was time to purchase a new refrigerator. After doing a lot of looking and research, we decided to go to Sears to get one. Now, we don't buy appliances on credit, we make sure we have the cash first, as we don't see the point in paying more for an item than it's worth. Since we had a savings check come in, we decided to use part of it to buy a new fridge, since ours was on it's last legs. So, we deposited the check on a Thursday, went to Sears on Saturday. (my husband works construction, and it was one of few Saturdays' he had off) We found a refrigerator that met our specs for size, style, and brand. We put in on layaway, intending to pay off the layaway on the next Tuesday, which we did.

The problem was that once I paid off the layaway, the delivery date couldn't be changed to anything earlier than the middle of January. See, when you put an appliance on layaway at Sears, the delivery date is automatically set for when the last scheduled payment is due/made, and apparently that delivery date is set in stone. It also doesn't help that Sears customer service is not in this country...I spoke to several women who had horrible English, and repeatedly told me that the date was set there was nothing they could/would do.

I called the local Sears here, and got a hell of a run-around from the people working there, too. This was the Wednesday before Black Friday. It was very frustrating, to say the least. Finally, on Black Friday, after calling the service center again, explaining that I had paid off the appliance and wanted it delivered earlier than the date on the receipt, I was still being told by the nice Indonesian woman that tough, that's the way it is deal with it. After getting a bit angry, she offered me 10 percent off the price I paid for the fridge, but did nothing to change the delivery date, and then she offered me a 50 dollar gift card for my aggravation. I told her no, I wanted my fridge. So I called the Sears where I made the purchase, got through to a lovely young woman named Cindy, explained the situation, and added that if I didn't hear from someone within the hour I was bringing the receipt back and demanding every cent I had paid for the fridge and the 3 yr. warranty. Not something they want on Black Friday of all days. Within 30 minutes, I got a call back saying that my fridge would be delivered the next Monday, which it was, surprisingly.

My complaint, as such, is that Sears seriously needs to revamp their program. It's great that you offer layaway on appliances, however people can and do pay those layaways off early sometimes. Why set the date for delivery when the layaway is made, why not wait until it's paid off? Would that really be so hard? I know, logistics and all that good crap, right?

Wrong. Bring your damned customer service back to this country, and give them the ability to actually do something for the customer. Those idiots in Indonesia don't do anything but take your money and make you look bad, all the while laughing at you behind your back.
     
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Posted by Venice09 on 2010-12-10:
I didn't even know Sears had a layaway program for appliances. If your old refrigerator was still working, why didn't you accept the ten percent discount and $50 gift card? I think that was very generous. I would have taken it and waited for delivery. You also could have charged the refrigerator, had it delivered right away, and paid the bill when it arrived. Assuming you have a credit card, that is.
Posted by Skye on 2010-12-10:
I always see the commercials for Sear's appliance layaway. They've been running it here, since the summer Venice. Who would of thought you could now put appliances on layaway!

OP, this is a very helpful review, for anyone interested in purchasing some new appliances on layaway. I can understand, because they allow you 8 weeks to pay it off, so then delivery is going to be 8 weeks down the road. Now others will know if they pay the layaway off early, that will not move their delivery date any earlier.
Posted by Venice09 on 2010-12-10:
I guess I never thought of putting appliances on layaway because most people buy them when they are needed, which is usually right away. The delivery date might not be flexible because they have to make sure it's in stock. Maybe they actually plan ahead to make certain layaway items are in stock when the final payment is due. I don't know. I never thought of this before. This is something the customer should find out at the time of purchase.
Posted by Skye on 2010-12-10:
Excellent point, regarding stock Venice. I think layaway is a great idea, if someone is planning on remodeling, and won't need the appliance's immediately. It allows them time to have work done, pay off the appliances and not have to worry about any future credit card payments.
Posted by Venice09 on 2010-12-10:
Yes, I thought of things like remodeling or moving. Then layaway would be a great idea. The delivery restrictions should be made clear to the customers so they know where they stand.
Posted by bcd on 2010-12-10:
Why bother with a three-day layaway?
Posted by Venice09 on 2010-12-10:
That's the part of this I don't understand, bcd. This really wasn't a layaway. It was more a matter of waiting a few days for payment. I think there was some miscommunication between Sears and the OP at the time of purchase. This is where credit cards come in handy.
Posted by jktshff1 on 2010-12-10:
bcd, simple, if you use cash only, an item may be on sale for a day or so and be in between $$$ coming in. Put it in the layaway for a little downpayment, pay it off when you get the $$$. Good fiscal responsibility.
Posted by Venice09 on 2010-12-10:
Considering it was only a matter of days, I'm almost certain Sears would have held the merchandise and the price with a small deposit until the OP came in with the cash. That makes more sense than setting up a layaway. From my experiences, Sears is pretty accommodating when it comes to things like that.
Posted by SearsCare on 2010-12-11:
Dear heliot,

I'm reaching out to you here after reading your post to extend an apology and offer assistance. I'm terribly sorry for the delay and frustration with your fridge delivery. I'm sure this was nothing short of irritating and inconvenient to say the least. My name is Scott and I'm with the Sears Social Media Support Team; we'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (heliot) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Posted by Stuart Wyman-Cahall on 2012-02-09:
I thought Sears was extraordinariply gracious, actually. I think we may take advantage of their layaway program after we do our taxes and see if we owe/refund.
Posted by Jeff on 2012-05-20:
I didnt put an appliance on layaway,rather a lawn mower.I ended up paying it off early and gong to the store to pick it up the same day I paid it off...no problems.Maybe different with appliances,i dunno.
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Seek Other Estimates First
Posted by Budget remodeler on 01/16/2009
SPRINGFIELD, MISSOURI -- I used Servicemagic.com to find a reputable contractor to replace my kitchen cabinets and laminate countertops. Sears responded to my inquiry by calling within ten minutes of completing the request. The operator was adamant about setting up a time for an estimate as soon as possible. I was told by the operator that the consultation would last about two hours.

A few days later, a couple of salesmen, not contractors, showed up to do the estimate. We sat at the kitchen table, which I figured was to talk about my intentions of the remodel. Not quite, the salesmen asked about my personal life and broke the ice with small talk and jokes for the first 45 minutes. One of the guys didn’t even do kitchen remodels and was an HVAC salesman. Why he was there, other than to laugh at the kitchen salesman’s jokes, I don’t know. After the kitchen salesman was finished measuring, he had me decide on the materials to be used in the remodel. The brand of cabinets he offered were the same as what I was offered by three out of the five local contractors I had already met with. While the kitchen salesman was figuring out the price, the HVAC salesman piped up and reminded him of the huge $250 limited time discount. The kitchen guy boasted about how great of a savings I was going to receive and how great Sears’ construction workers were and how nobody should ever refuse their work. This was after he had told me they weren’t there to pressure me into buying anything.

I patiently waited for an hour and a half to get the estimate. The kitchen guy spun the paper around and said he would take an additional $1,600 off the price if I signed the dotted line right then and there. He said if financing was a problem, he could set me up with a Sears charge card to finance the work if I didn’t already have one. Finally, after I acknowledged that the $1,600 would be a great savings and that I wasn’t interested in a charge card, the salesman got to the price. My estimate came to a whopping $16,000! After gaining control of my adrenaline and urge to go off on these two salesmen, I politely told them I wasn’t interested. The kitchen guy reiterated, “if you don’t sign today, the $1,600 discount walks out the door with us.” I once again held my composure and asked them to leave.

Until Sears was suggested by Servicemagic.com, I had never heard of the construction side of the company. If you’re ever tempted to use them, I suggest getting other estimates first, just in case the price is actually within reason. I don’t know about their quality of work, but I choose not to use Sears because my five other estimates were between $3,600 to $4,300!
     
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Posted by sareet on 2010-03-10:
Sounds familiar! After listening to the hour schpiel about Sears I was reluctantly given the price for refacing a tiny kitchen. For a whopping $16,000 I would get a new countertop and new doors. For that price I could hire a contractor and bump out my kitchen another 10 feet, get brand new cabinets and forget about Sears. So goodby Sears!
Posted by Bdiddy on 2013-06-03:
So if I am to understand both the complaint and commenter believe that a local contractor can purchase materials of equal quality and labor of equal caliber for less than Sears? Doesn't common sense say that there has to be something different in what is being quoted to make up for such a variance in price? If two car dealers advertise a similar car and one says $30k and the other says the same car is only $8k, I am going to question the validity of one or both quotes.
Posted by Colleen Johnson on 2014-02-20:
My experience with Sears has been great! Their bid and final cost have been in line with the going rate for equal quality from highly reputable contractors in Northern CA.
All of the people who I have dealt with, have been knowledgeable and professional. When I chose Sears, I considered my personal need for a long-term relationship. There is higher management with policies that are mandatory. If I need to fix a damaged area in 20 years, the sub-contractors will be held to the same standards that they are when the products were installed. No botched jobs, illegal short cuts, etc. Sears has a great reputation to maintain and I trust the Company to do all they can to do so. There is a strong chance that I will live in my house for the rest of my life, an estimated 20 - 40 years. Sears will out live me.
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Sears Gold MasterCard
Posted by Sunflower on 09/25/2007
I paid my Sears Mastercard in full before the due date. Imagine my surprise when I received a bill for $42.23 as FINANCE CHARGES. I will not use this card again. I am very disappointed with Sears Gold MasterCard. I have been a loyal customer for 30 years.

     
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Posted by Sparticus on 2007-09-25:
Some credit card companies will have a hidden clause in your contract saying they must "receive and process" the payment by the due date.... which leaves a gray area open for them to exploit.

I would call and complain... sometimes they will reverse the charge if you did indeed mail it a few days (at least) before the due date.
Posted by squeekie on 2007-09-25:
sears is doing many things these days that are really irritating the customers. This is just frosting the cake. sears has really gone down hill so far as customer service and satisfaction go.
Posted by Anonymous on 2007-09-25:
This is pretty standard. Let's say your statement is cut on the 20th of the month, and you have a ten thousand dollar balance. You make your payment on the 19th of the next month, in time for the payment cycle. The fact is that your ten thousand dollar balance has been accruing interest for almost a month before you paid it off, and they billed you for that interest. There is nothing underhanded about it. Your statement shows what your balance is at the exact moment it was cut. The card company has no way of anticipating what will accrue before you make your payment.
Posted by Slimjim on 2007-09-25:
Have you talked to them and received an answer as to why that happened? FYI, Sears Mastercard is really Citibank owned. Loyalty to the store, or any customer policies of the store's wouldn't necessarily correlate directly with Sears branded financing.
Posted by squeekie on 2007-09-25:
hey slim all sears cards are citibank now.
Posted by nstigator39 on 2007-09-25:
I just had an issue with Sears Mastercard and was most impressed and happy with the way they handled it. I have been a Sears cardholder for many, many years. I was late with this one payment and the late fee was added automatically. When I called I got this very professional lady, who looked at my record and said, I can tell you here and now that you will not have to pay that late fee. She thanked me for being a loyal Sears customer for so many years and was so nice to speak to that I told her why I was late and she was genuinely concerned about the family health issue which caused the late payment but she assured me that with my record that the late fee would have been waived anyway. So sometimes it just take a call, be polite and explain the situation and it can be resolved.
I was totally impressed with the service I received and yes on the last bill that I got, the credit for the late fee was on it.
Posted by Madstabber on 2007-09-28:
The advantage of a Sears card is making payments at any Sears store. Make your payment at any register and it posts that day.
Posted by Renegada on 2008-01-30:
I, too, am having a problem with my Sears Mastercard. I have had a Sears card for several years, and back in September, they upgraded me to a Sears Gold Mastercard automatically. I currently have a No Interest/No Payment balance on it that I have been faithfully paying off every month (that expires in April of this year). I had never taken advantage of the revolving credit until this past Christmas. I made several online purchases. When I received my statement after Christmas, it showed all the purchases I had made up until December 18 (but the billing cycle closed on the 19th). I made an online payment by the due date to cover that entire balance, plus additional money to be applied to my No Interest/No Payment Promotion. When I received my new statement, it showed a charge that was made on the 19th but posted on the 20th. They applied some of the additional money I had sent in previously towards that charge, but they charged me interest on it. When I spoke to a customer svc rep she told me that the reason I was charged interest on it was b/c it was a charge that was "rolled over" from the last statement, which it wasn't. It was a new charge on my new statement, but they still were charging me interest on it. After arguing with a very rude rep and an almost equally rude Customer Svc supervisor to no avail, I am ending my long standing relationship with this company. As soon as I pay off my No Interest/No Payment balance, I will no longer be using Sears Financial Services for anything. They are not honoring my user agreement that clearly states I will not be charged finance charges as long as I have paid my previous account balance in full by the due date (excluding any deferred payments) and as long as I pay the current balance in the same manner.

Beware of Sears Mastercard! They are fraudulent!
Posted by i have something to say on 2008-02-08:
I have been a sears customer ever since my mom took me to 63rd street. Ever since Citi Bank took over the credit it worse then worse. I still shop there but I am setting rid of my sears card till citi bank gets rid of the program. Sears was always high but in line with most other cards, Jc penny and the like. Maybe now A B lewis is gone they will get better with time. opptomistic
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False Advertising, Fraud, Online Order
Posted by Sears Sucker on 06/25/2004
GREENVILLE, NORTH CAROLINA -- We purchased an advertised flat tube (Flatscreen) TV from Sears and received a standard bubble screen TV instead. After numerous contacts with Sears this matter has not been resolved. Below are e-mail responses We received from Sears. Note the false statements from Joy E. stating the product Description and Specs do not say Flat tube (flat screen). I also got the same statement from a salesman at the Greenville store when I called. Also Note that Sears promised the store manager would review this order and contact me. This Store manager never contacted me. This TV has not been replaced with one that matches what we purchased. The exact Product Description and specs follow. Purchase Date: Saturday, June 11, 2004 GREENVILLE
240 CAROLINA EAST MALL
GREENVILLE, NC 27834-6756
Store Phone: 252-353-2200
32 in. Diagonal Color TV 093002431425 Sears#05742204000 279.99
Product description: Sylvania offers features and performance of a FLAT SCREEN TV in a 32in screen size. Product Specifications: TV Type: FLAT TUBE. Screen Size 32in.
Monday, June 13, 2004 webmaster@sears.com
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We are very sorry for the confusion. The information on the
sears.com website is incorrect and we are taking the appropriate
actions to get it corrected.

Monday, June 14, 2004
Sears Customer Care
Chuck B. webcenter@sears.com
1-800-349-4358
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We have forwarded your email to the Greenville Sears store
manager. Once they have reviewed the order, you will be
contacted.

Tuesday, June 15, 2004
Joy E.
Sears Customer Care
webcenter@sears.com
1-800-349-4358
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We apologize for the experience you have had with ordering
through sears.com. In reviewing the website, the description of
this television states that it has the performance of a flat
screen, however, it does not state that this particular model is
a flat screen. ( This is a flat out Lie)See the product discription and specs above. I sent this rep a screen capture of the Product Description and specs and she still denies what it says.

Wednesday, June 16, 2004
Lanny S.
Sears Customer Care
webcenter@sears.com
1-800-349-4358
Dear Mr. XXXXXX,
Thank you for contacting Sears.
Please accept our apology for the inconvenience the error in the
product description on our site caused you. You are correct,
and the product description has now been corrected with no
mention of a flat tube.
Although you entered your order on-line, it was placed with our
Greenville Store. I am certain they will work with you to
replace the set you purchased with one meeting your specifications. (Of course this never happened. To Date Sears has not replaced this TV).

Thursday, June 17, 2004
Case ID #s 729127, 729128, 728129
National Customer Relations
Sears, Roebuck and Co. webcenter@sears.com
Dear Mr. XXXXXX,
We appreciate your email. We will be contacting you within the
next 2 days to further discuss this matter. (This didn't happen).


Sunday, June 20, 2004
Joy E.
Sears Customer Care
webcenter@sears.com
1-800-349-4358
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We once again apologize for the experience you have with your store pick-up order with Sears. Please contact the store directly for assistance with this endeavor. (Did that already. Same day it was picked up. The Sears rep at the store tried to convince me that this TV was wired like a Flat tube TV and performed like a flat screen. Wow what a great snowjob that would have been if I had fell for it. It is either a flat tube TV or it is not. It is physically impossible for a bubble screen TV to perform like a flat screen TV. Sears has at least two employees that would have us believe different.I just wanted to upgrade from my 32in bubble screen TV to a 32in Flat Screen. Guess I picked the wrong store. Shame on Sears.
     
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Posted by compwiz on 2004-07-01:
Flat screen does not mean an LCD or plasma screen. Learn some common knowledge about these terms. Also, why would you order a TV online without looking at it first? I'm sure there was pictures of it on the Sears webpage

Do some more research next time
Posted by Sears Sucker on 2004-07-02:
This is in response to comments by Compwiz. I never said I was expecting a LCD or Plasma screen TV they are Flat Panel TV's. For your information A flat tube (Flat Screen TV) is a tube TV that is Flat in front as opposed to curved. It is you Compwiz that don't know your terms. I simply ordered a flat tube tv and received a bubble tube instead. And to answer your other question. I bought this tv sight unseen except for an online photo which was a straight on shot. Couldn't determine by the photo if the screen was curved or flat. The specs said Flat Tube and description said Flat Screen. The bottom line is I purchased this TV because the price was good for a flat tube TV. I had shopped around for Flat Tubes and found This Ad at Sears. Sears Ad for their Flat Tube was on sale at about $100.00 cheaper then I had found elsewhere for other Flat tubes that size. Anyway Compwiz there is a lot of difference between a Flat Panel(LCD,Plasma) and a Flat Tube(Flat Screen)TV. Sorry you were confused. Mabey I should have explained in my original post what a Flat Tube TV is. In a nutshell a Flat Tube TV is a standard tube TV that is Flat on the front. Don't confuse Flat Tube with Flat Panel. Thanks for your comments anyway compwiz...
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Searsfeedback.com
Posted by Pink72 on 01/31/2010
I also tried to do a survey on Searsfeedback.com and could not find the site anywhere. I guess it's Sears way of pretending to care about customer opinions.
     
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Posted by Ytropious on 2010-01-31:
http://research.tlg.com/unsecured/searsfeedback.html

There you go...took 2 seconds google searching "sears feedback".
Posted by Alain on 2010-02-01:
I just typed 'searsfeedback.com' and the site came up with no problem.
Posted by Anonymous on 2010-02-01:
Could be a hiccup in the system. Could be issues with the OP's internet. Could be misspelling of the words.
I didn't google search it, but put in the address supplied by the OP. It changed to what Ytr posted. Works just fine.
Posted by SearsCare on 2010-02-02:
Dear Pink72,

We are sorry to hear about the problems that you have experienced with locating the Sears survey. We appreciate the fact that you want to take the time out of you day to let us know how your service went. My name is David and I work for the Sears Cares Executive Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com with any questions or concerns you may have. Please provide us a contact number and a brief description of your service and we will call you at your convenience. In addition, include your screen name (Pink72) in the email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Sears Cares
Posted by Rochelle Homa on 2011-05-22:
I was shopping today, i purchased 2 XLT mens tees they came 8.99, so i told them they were on sale for 7.99. they credited me the difference, but now to my knowledge, there is a tag that was folded, it said 6.98, so i need the difference again, they said they went up, but it was marked, so should`t i get the price that is the cheapest? So sears owe`s me 2 dollars more! It`s not worth the trip back for the 2 dollars, cause of gas prices, so i would like the difference. Thank-you!
Rochelle Homa, 747Macdonaldton Rd. Berlin, Pa. 15530
Posted by Carol Lou on 2012-10-25:
I couldn't find the website. Is this intentional?
Posted by candy bera on 2013-08-03:
ordered parts online sears wrong ones delivered tried 5 times disconnected a couple times called greenbay partsdirect corey had taken care of things in mins. then went 2 sears in Appleton 4parts helped me fast then paid sears bill then pd. 4 parts took 10 if not more 4 her 2 go get receipt comes back had to do all over again labtop down why she didn't use register 2 begin with ring me up again very upset w sears online and store service today ready 2 drop them
Posted by SearsCare on 2013-08-03:
Candy bera,
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. We are truly sorry for the level of customer service you have received. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience. At your convenience, please send the following information – contact #, screen name (candy bera), phone # used at time of purchase to smadvisor@searshc.com. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
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Home Service Warranty and Customer Service
Posted by ByeByeSears on 02/16/2008
WALDORF, MARYLAND -- I purchased Heat Pump from Sears and I am now past the initial 1st year of having everything covered. After first year - parts are covered and every service call comes with a $100 service charge on top of the repairs.

1 - Called Dec 22 because heater stopped working. 20 degrees outside. Service scheduler says that someone can come out on Jan 4. I asked if he is telling me that I have to go without heat for 2 weeks and he replies, "That's not what I am saying, but we can't get anyone there until Jan 4."

I changed out the 50-amp fuses myself.

2 - Called January for same reason - heater quite working again. They said someone could come out in 5 days. Unacceptable, so I fixed it myself again.

3 - Called because heater stopped again and this time, the fuse did not fix it. Luckily, the weather was not as cold, so several space heaters were used until the Sears to came out. Service rep (nice guy who knew a lot about these systems) said the system was inproperly installed and that the wires had never been tightened causing the wires to MELT! He did not charge for the labor - but still charged $100 for the service call.

4 - I told Sears that I did not want to continue with the purchase of a new system for my 2nd home because of the poor warranty service I received on the previous system.

5 - I called the Sears customer service line at 800-762-3048 to ask for my $100 back since it was a problem with the initial install - something that Sears should take care of themselves. The person who answered could not understand English well enough to take down my number to look in their "system" for my infomation. She was finally able to understand me enough to send me to another division, but hung up on me while transferring the call - 15 minutes.

6 - I called the number back again and talked to a person learning English again. I had to go through all the same steps with this person, too. He went to transfer my call and I was on hold for 7 minutes before the phone went dead. 22 minutes.

7 - I call again and immediately asked for a manager because the last two efforts were less than rewarding. I still had to go through the whole "phone number and let me look up your information" again. I told him that I was being dropped in transit, so he said to hold for a minute - where I was dropped again. 10 minutes

8 - I called again and asked for a manager again. I was assured that he would stay with this one until he knew there was a manager on the other line. I was on hold for 10 minutes, then I heard some shuffling when someone picked up the line. Then it went dead. 22 minutes

9 - I called again and did the "number" thing, then explained all that had happened so far. The guy assured me that he would not be like the others and he would stick with me on this one. He put me on hold 3 times to see what to do, then he said he was waiting on the manager to come.

I asked if he would take my phone number down so they could call me back if I was hung up on and he said they would. He put me on hold again and the phone went dead after 4 minutes. 30 minutes


10 - I took a break for a couple of hours before calling back so I could keep a cool head. This was really unbelievable so far.

When I called, I asked for a manager again and finally got one (after all the initial "phone number" steps were done) and was told that there were problems with the outsourcing of customer service and they were addressing those issues. She put me through to the money people and after being on hold for a long time, a person answered and took down all my information, telling me that someone would be calling within 24 business hours.

11 - I did one of those "look for your phone number online at Google to see if they are giving out your address" since someone reminded me through an email that it is a good idea. I wasn't even thinking of Sears at this point, but there I see it - plain as day. My name and phone number displayed in a list on one of their contact sheets for new sales of home heating/air systems. I am shocked so I send an email to their customer service center. I got nothing back. I am furious!

11 - One week later, a Sears "National Customer Relations" representative called.

Is this Mr. Cleaver?
"Yes, it is."
"I am Brenda from Sears calling about your heat pump."
"Hi, I'm surprised that it took so... "(she cut me off)
"Excuse me for a second." (she drops the phone and I can hear her turning off the television and getting kids out of the room)
"OK, Mr. Cleaver, about your heater..."

She tells me that after the 1 warranty, the service warranty includes a $100 service charge for each visit. I start to tell her that I think it is wrong for someone to install something improperly, then charge me for their mistake and that this is an easy fix. Just have someone refund the $100 and all is good.

Mind you, this woman has no concept of customer service whatsoever. I told her about the poor service in scheduling the first two problems with my system AND about the name and # being posted on a Web page. I told her about being on the phone for a long time trying to get a person to help me with a refund. I told her that she didn't seem to want to hear my side of any of this.

She said that she could sit here and lie to me and tell me that she would look into those things if I wanted her to, but it would not help any.

We continued on because I could not believe what I was hearing. I asked why a National Customer Relations representative could not tell me where to go to resolve these problems; Why a National Customer Relations representative could not even apologize for this trouble; why a National Customer Relations representative could not assure me that she will let me know how these problems will be resolved; why a National Customer Relations representative could not even ask what the Web page was so she could have it removed - and mostly, why a National Customer Relations representative was not in posession of any customer service skills to begin with.

She then said that she would look into these things. Then she asked me if it made me feel better now that she said it - even though there was nothing she was going to do about it.

I asked who I could talk to about all of my current concerns and she said I could go up to corporate, but that the problem would come back to her and she would be making this same call again - so I should save myself the trouble.

I told her I understood why Sears service has fallen so far below every other company. It's because people like her are teaching the lower service representatives to treat customers just as she was treating me.

She then said that she has done all she can and that I should have a good weekend. Then she hung up.

Sears Corporate, here I come. Please keep Brenda on your staff so that others can learn from her customer service skills. That way, Sears will eventually not be able to sell anything - thus saving the world from their terrible services.

Oh, and thanks for improperly installing the system so that wires actually MELTED - causing an unsafe environment in my home!
     
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Microwave almost caught my house on fire and no one at Sears cares
Posted by Miketech on 12/08/2005
OAK RIDGE, TENNESSEE -- Here is a letter I wrote to Sears with no reply. 2 in store visits during the Christams season and both days the manager is "off". 2 calls to Sears customer relations who are very nice on the phone but I don't think they are logging any calls. They are just nice hang up the phone and go on to the next one. Still nothing on this potential hazard. I hope I'm wrong and noones house gets burned down by one of these.

>>>I bought a Galaxy microwave last year and it almost caught my apartment on fire Monday night. It smoked up my home and singed my microwave cart. If I had had napkins near it or at this time Christmas something or other, well things could have got real bad real quick.
It took me 1 call to 800-4-myhome, a visit to the store where I bought the microwave ( I talked to 1 sales associate and a floor manager Sherry ) 2 more calls to other Sears numbers and finally a call to 1-800-549-4505 where a very pleasant Amanda filled out a product safety form and told me she would have someone check into it. Until I got her on the phone all anyone would tell me was “ There’s nothing we can do it’s out of warranty” ( I bought it 11/28/2004 ) it was 10 days out of warranty, of that I could care less. It’s the fact that the microwave and a bag of popcorn on the right setting could have burned down my apartment. I am not a happy customer. I don’t know if it’s just the one microwave or others but if there are more it could be a dangerous situation. I left the microwave at the Sears store in Oak Ridge, 37830. I do not care that it’s out of warranty I went and got a new microwave today, I’m not pursuing the $59.00 it cost me. I just want to let you know that a product you carried a year ago could catch fire and that only 1 in 6 people in your organization cares enough to do more than quote a line “It’s out of warranty there is nothing we can do.” When it comes to product safety your associates on every level should care more about the safety of the product first then worry whether it’s under warranty or not.
Sears was my favorite store as of right now, not so much.
Bottom line: don’t worry about the warranty or making me happy but do know that the Galaxy microwave has the potential to be dangerous and it’s takes literally hours to find anyone at Sears to care. (days actually)

Thanks,
Mike

     
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Posted by anti-idiot on 2005-12-09:
What do you want to be done? What can Sears possibly do? Sure, they could have been nicer about it, but really, I don't see any way they could make you happy. They're not going to look into the problem if it was just your microwave that had the issue. Why are you bothering Sears anyway? Why not talk to the Galaxy company who did the actual manufacturing? But I don't see how they could please you either.
Posted by miketech on 2005-12-09:
Sears makes the Galaxy from all I can find out about Galaxy. It's a cheaper line to Kenmore like Champion is to Craftsman. So Sears is the brander of the microwave, someone else made it and tagged it for them (God only knows who that week). But try finding the Galaxy brand beyond Sears and you won't.
What I want is a product saftey complaint filled out on the microwave. That's important to me. I think if there is a product out there that could burn your house down, it needs to be looked into. I already bought a new microwave elsewhere and I do not want another Galaxy. I only paid $49.00 for it to start with so it breaking is expected and I'm not looking for any money. I do think if a customer reports a saftey issue it should be taken seriously. Alot of products out there are cheap and I can accept that but I can't accept a product that could kill me or my family.
I have my own company and I freak whenever a saftey issue comes up. I atleast expect companies I deal with to act like it matters.
Posted by Ponie on 2005-12-09:
Mike, you paid $49 for a microwave oven and you're concerned about 'product safety' after such a low cost item is out of warranty? I have a nuker I'm using that cost me $37 (rebate was offered). As a backup, the next time I saw a good deal such as this, I bought another one to use when the present one is gone. However, I take exception to one of your comments: 'It’s the fact that the microwave and a bag of popcorn on the right setting could have burned down my apartment.' I have in front of me a bag of ACT II Butter Lover's popcorn. (For those who may be 'literately challenged', they have pictures too.) #1: MICROWAVE. Remove Plastic Wrap, Place bag in center of microwave oven, this side down. Set time for 4 minutes on HIGH. #2: STAY AND LISTEN! Stay by microwave and listen for popping to slow. Stop microwave when popping slows to 1 to 2 seconds between pops. Overcooking may cause scorching. Popping may take less than 4 minutes. #3: OPEN CAREFULLY! (Here they have all the warnings posted about the heat for those who think you just rip open the bag and start eating.) Along the bottom of these three pictures, in big red letters, is printed: 'FOR BEST RESULTS, DO NOT USE POPCORN BUTTON.' Although not the exact wording, I've seen these warnings posted on all different brands of popcorn I've consumed. Now--because you don't read or follow instructions, do you expect Sears to recall for safety reasons an out of warranty microwave which cost you $49? I'd be embarrassed to call them to tell them I tossed a bag of popcorn into the microwave oven and walked away from it when all instructions told me otherwise.
Posted by Anonymous on 2005-12-09:
MikeT, are you by chance an ELECTRICAL contractor? There could lie the problem you think? I hope that you don't "wire" someone elses house.
Posted by Slimjim on 2005-12-09:
It wouldn't matter who actually made it. Once Sears brands it (different from just selling it), it becomes their responsibility. I'm curious as to did the unit smoke or actually catch fire, or even was it just the popcorn bag that caught fire?
Posted by miketech on 2005-12-09:
Wow tough crowd. my roomate did use the popcorn button but she was standing right there. It did in minuite and 45 seconds turn the popcorn to dust. I did search through the popcorn bag for metal and the wrapper was not on the popcorn bag. The only thing I use a microwave for is popcorn and alittle reheating. Yes I should have had a concern about a $49 microwave but it was on sale usually like $79. my new one is a Sharp and it cost $169 I'm not taking any chances. And yes it scorched my microwave shelf with a rather large black mark. Yes I can wire things and am very saftey conscious when I do so. All that said I called Sears this morning and Amanda turned it in for saftey review, I also got a form letter back from Sears saying:

Thank you for contacting this office and sharing your feedback. We have noted your comments, and will share them with the interested parties for proper consideration.

Please be assured that we value your comments and suggestions. By sharing your feedback with us, you have made it possible for us to address the issues and/or rectify the situation. Further, your forthright comments will enable Sears to achieve excellence in everything we do.
We value your relationship with Sears, and hope that you will continue to make Sears Holdings Corporation your choice for quality and value.
Sincerely,
National Customer Relations
Sears Holdings Corporation

I will continue to shop at Sears for some things but I have made a promise to myself to be more thoughtful and less a cheapo when making purchase involving electrical and cooking products. There is just to much junk out there.
Posted by miketech on 2005-12-09:
Oh and thank you for you comments on this matter.
Posted by CrazyRedHead on 2005-12-09:
Maytag is the manufacture of the Galaxy microwave. I found out by calling Sears customer service. Since it is out of warranty, regardless if it is 10 days or only 1, Sears has to abide by the manufactures guidelines. There are no exceptions that can be made. I understand your situation. I had a GE microwave and it caught fire. It was about 5am and I could see flickering light coming from the dining room, when I went to check on it, there was a fire inside and everyone was still asleep. I had a bag of cookies(no foil)sitting in there, on fire and buring up. Luckily it never got to the outside. There was no one else up at this time of the morning. I'm still stumped. I called GE and explained to them what happened. My warranty also had expired. They said give them a week to look into it. Well, after a week I called back and spoke to them again. They offered me a 40.00 certificate to use on another one. No one was rude or beligerant. I was very nice in explaining this to them. I was more concerned with the safety aspect if someone else were to purchase this particular model and have the same thing happen to them. I have 5 kids in the house and if the house would have caught fire, I'm afraid of what would have happened.
What is the worst that they can do? Say no. My microwave was out of warranty and not very expensive, but they still sent me a certificate for a new one, not that I will ever buy another GE again. I may not be so lucky the next time.
(hint): You will have to call them, even when you are following up with them.
Posted by miketech on 2005-12-09:
Thanks for the input Crazy, sorry that you had a similar experience, but glad everyone was Ok. I was nice as I could be which wasn't as nice as I wish I had been, but the floor manager in the store came at me loaded for bear we didn't have a comfrontation but it wasn't a pleasant conversation. I don't care about the warranty, I don't want that one fixed I left it at Sears so they can CSI it if they want ( I hope they do ) I already purchased another from a local appliance dealer and am very happy with it. It's even made in the USA. My whole issue with the warranty was I only had it a year and 10 days before it destructed. Seems like it shoulda lasted longer than that. I'm getting to old I remember when things use to last more than a year or two before they were useless, but by the same token I can think of very few things now days that are cheaper to fix than replace. I can think of several calculators and radios that are cheaper than postage if you had to send it off. Cd players that are less than half the cost of a tank of gas. But 6 phone calls and one store visit I accomplished what I felt like I needed to. I just hope it was a freak accident.
Posted by squeekie on 2006-02-13:
Miketech,Regardless of what you paid for the microwave they should have been more helpful. I do customer service for a living. I have always done my best to please a customer, even one screaming in my face because the product they want is out of stock. I find the sort of attitude you talked about quite often with sears.
Posted by neita shaw on 2012-01-02:
I bought the galaxy new at a thrift store. I was using it as a timer looked and it was on fire, cracked the plate and burnt the metal thing that spins the plate around. They are a fire hazard and should have been recalled
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Never Ever Ever Ever Shop From Sears! Please Heed My Warning!
Posted by Ayotimittra53 on 09/15/2011
I would like to warn everyone about Sears Delivery. Please avoid them like the plague. I wish I had read these reviews before choosing Sears because in the end I had to cancel my order. We ordered new kitchen appliances from Sears - Refrigerator, Microwave, Dishwasher and Gas range. You would think with such a large order they would try to keep my business - but NO. Sears was supposed to deliver our items on September 9. We got a call a week before at 5 am on a Saturday from Sears, telling us our fridge is unavailable for delivery on the 9th. Because fridge is probably the most important appliance for us, I decided to change the model which was available. They agreed to deliver the Fridge on September 12 and send the remaining appliances as scheduled (Sept 9). On the date of delivery they called to tell us that they were running late (and since my building has time specifications), Sears said they would not be able to deliver until very late. While this may not sound like Sear's fault, we told them about the building time specifications at the time of placing the order. Needless to say, none of the appliances arrived on the 9th. They rescheduled delivery for the 12th. Again, the following day (Sept 10), Sears calls at 7 am to inform us that the second fridge ordered was unavailable. By then, from experience we knew that the Sears call center was full of incompetent people, who are not only powerless but also clueless. We went to the store to place an order for a third fridge that was available. We requested that in the interest of time they deliver all 4 of our appliances on Wednesday September 14. Again, we repeated the building time specifications (Delivery allowed between 10 am and 4pm). Sears called the night before the delivery to tell us that they had given us a time window between 7 am and 9 am, which is outside the building time window. Obviously, there is no way for us to request change of time window because the call center is full of useless people. The appliances arrived the next morning at 8:40 when the building would not allow delivery. I called Sears and was told that someone would call me in the course of the day to tell me when they would deliver the appliances (the same day). No one called. I had to call Sears from my office and spent 3 hours trying to find someone to help. Needless to say, no one could help me connect with someone who has decision making power. They wanted to reschedule delivery for almost a week later. Finally understanding my frustrations, one delivery manager told me she had spoken to the warehouse and scheduled my delivery for the next day (Sept 15) and that Sears would call me between 6pm-9pm the same day to confirm the time window. I repeated the building time specifications about 25 times. As expected, no confirmation call between 6-9. When I called Sears for the Nth time, another clueless call center person told me, that while he saw that Sears had promised me delivery the next day, they were unable to fulfill their promise. After spending 4 hours on the phone with Sears, I hung up at 9:30 pm, finally canceling the order. We went to one of Sears' competitors around 10 pm who delivered the appliances the next day. Dealing with Sears has caused extreme emotional distress (because they just don't understand the simplest things, even after you explain it to them 20 times), monetary loss and cost me time. Additionally wasted my aunt's time who came to help us with Sears delivery. So, please heed my warning - it will save you time, money and mental anxiety.
     
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Posted by Venice09 on 2011-09-15:
Yes, dealing with Sears can be hazardous to your health. I'm glad you survived.
Posted by At Your Service on 2011-09-15:
I can't say I blame you a bit. Unfortunately, if you check some of the other big box stores, you'll be able to find similar complaints with them too.
Posted by Venice09 on 2011-09-16:
I guess there just aren't any reliable appliances or stores anymore. What a sad situation.
Posted by SearsCare on 2011-09-17:
To ayotimittra53,

I came across your post and I wanted to reach out and offer our sincere apologies for the issues you had with Sears Delivery. Someone should have explained, after the first incident, that there are options on the automated call (the one received the night before a delivery) to speak to an associate if a time window does not work for you. I realize that this information is "too little and too late" however, we do appreciate you as a Sears customer and would like to discuss this further with you. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help resolve your issue. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following screen name (ayotimittra53) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Posted by At Your Service on 2011-09-17:
Thank you so much James. Your additional efforts are appreciated.
Posted by Dave m on 2013-08-22:
I agree the delivery for my appliance was completed by two apes who damaged it trying to wedge it through the doorway without removing the doors. I advised them to take it back. The next attempt was the same thing two apes who scratched the hell out of the doors trying to wedge it through the doorway without removing the fridge doors. I can see why Sears is having financial troubles.
Posted by SearsCare on 2013-08-23:
Dave m,
My name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the mishaps you have been experienced with the delivery of your refrigerator. From your post we can see that we certainly have let you down and would like to offer some assistance. We would like the opportunity to speak with you to address your concerns and provide proper feedback. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (Dave m), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
Posted by CM331 on 2013-12-03:
I also wish I had researched these posts before buying from Sears. They simply failed to deliver my stove and refridgerator on they day that they had confirmed just the night before. Then trying to deal with robot-like people on the phone was a nightmare. They could not help me and kept placing me on holds wich eventually disconnected. Then to make it up they wanted to give me 10% off a future order from Sears. Ha Ha Ha there will be NO FUTURE ORDER FROM ME FOR SEARS.
Posted by SearsCares on 2013-12-03:
Dear CM331,

We appreciate you for letting us know about this situation, and we apologize for the inconveniences faced with the delivery of your appliances as well as for the level of customer service rendered when you reached out to us for assistance. My name is Edwin and I’m with the Sears Cares Social Media Support team. We’d like to look into this further, and have one of our dedicated case managers contact you in order to ensure proper resolution will take place. Please send the following information – contact #, screen name (CM331) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.

Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
Posted by Sandi on 2014-01-15:
Purchased my gas range on 12/27/13 arranged for del on 1/10/14 on 1/9 received a call with 2 hr window 4:45 to 6:45 at 3pm got call they were running behind time moved to 5:30pm to 7:30pm at 7:00 got call eta of 9:30 pm called warehouse to reschedule got time for 1/12/14 they came but couldn't install because of where shutoff valve was so called my plumber and called sears back to rearrange delivery for Tuesday 1/14 in the afternoon due to when the plumber was coming next thing I know I was getting call saying they would be here between 7:30 and 9:30am called back to let them know needed them there in pm was told ok next day they showed up at 8am so again had to send them away called warehouse again was told it would be scheduled for between 3pm and 5 ok the next day ok then I get a call saying 2 hr window is between 5pm and 7pm so I call back girl says she will put note saying to come closer to the 5pm time as I told her I go to bed early due to having to wake up early now keeping fingers crossed they get here close to 5 and not at 7 . I have been a long time cust of Sears but will never buy another appliance from them again their delivery service is the worst I have never in all my years had an appliance delivery after 5pm if u are smart go to another appliance dealer not sears ever since they merged with Kmart they have gone downhill I cannot begin to say how stressed out this whole ordeal has me and they have the audacity to charge 69.99 for this subpar service
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Inside Tip
Posted by Sears Appliance Technician on 03/10/2009
MASSACHUSETTS -- I'm a former Sears Service Technician from New England and I just want to let everybody know what working for Sears is like. Keep in mind that I had almost no experience in appliance repair but was hired immediately for scoring high on a basic electricity test.

We wake up every morning with a computer from 1994 that is always malfunctioning with 13 calls on our route. 9 of these calls are 8-12, 4 are 1-5(typically). Not to mention the fact that some of our days consist of 150 miles of driving. We don't get paid until we arrive at our first call, hence why we can't(by law) call you and usually end up meeting you at the front door in your underwear. Upon punching into our computers, we get flooded with messages from our so called "Routing Department" who ask us to call 6 of our 9 morning customers who called in, to let them know when we'll be there. Keep in mind these "Routers" have access to a tech's full route as it appears on our computer and are already on the phone with the customers!

We then attempt to fix your appliances with our 1 month OTJ training and common sense. When and IF! I STRESS THE IF!, we do find the part it needs, we go out to our van of $hit that we never use" only to find you need a part that we don't have. Keep in mind that each tech is assigned to a specific industry such as "REFRIGERATION" or "LAUNDRY" and each carry different inventory. Wouldn't you think that we would have the right part with that huge van and only specializing in one area? OF COURSE NOT! After explaining to the customer that the part is model specific(as instructed by management to avoid the look of incompetence), we jump in our van in embarrassment and move on to the next call.

Having a problem? Run into something you can't bypass and therefore can't complete your calls? After calling all the tech managers(6) twice each with no reply, the frustration keeps building. Finally you drive by their office while calling and find them shopping on Lands End for clothes while hitting ignore on the phone. There is absolutely no support whatsoever in the company! Most techs don't make it a week without quitting.

You're penalized for not selling enough service agreements. You're always being questioned on your whereabouts. There is NO TRAINING on the new machines that come out and if you let a customer know you aren't familiar with the product you get crucified, "don't ever let the customer know you don't know what you're doing" as my manager once said. The vans they provide are dangerous to ride in and to take your van to SEARS Auto is like gambling with your life. Better make sure those lug nuts are on...

All in all, SEARS sucks. Don't shop there, work there, or get any type of service done by them or A&E Factory Service(SEARS IN DISGUISE) as my manager would say. The labor rates for their service are ridiculously high and uncalled for seeing as though their employees are basically learning on your machine. Not to mention you can find almost anything at SEARS for cheaper elsewhere.

My recommendation is to say no to the service agreement, wait for a failure, and call a family owned and operated repair shop who really needs the money and appreciates your business. Most can be at your house the same day and get this, THEY HAVE THE PART! Thank you for your time and I hoped this helped.
     
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Posted by Soaring Consumer on 2009-03-10:
These practices should be brought to the media and to the United States Department of Labor. Their website is http://www.dol.gov/
Posted by Slimjim on 2009-03-10:
Actually soaring, I fail to see any story here at all, and certainly nothing illegal. In fact, the part where the manager is scuffed for instructing "don't ever let the customer know you don't know what you're doing", is downright silly. What exactly does the poster expect to gain by going in to someone's house as the expert representation of Sears to fix their stuff and telling them he doesn't know what he's doing? Duh.
Posted by hello dolly on 2009-03-10:
So to be sure I understand what you are saying....
You went in to Sears asking for a job - any job because you had no skill set and they gave you an electricity test then a set of van keys and a map?
Posted by saj80 on 2009-03-11:
I can't believe it's against the law to call a customer before arriving at their residence; can anyone verify this?
Posted by lobo65 on 2009-03-11:
I've always done what the poster recommended--hire a local company out of pocket. I would rather my appliance be close by than to have to wait for them to ship it out for repair, and be without it for months.
Posted by Sears Appliance Technician on 2009-03-11:
Slimjim, you don't get my point at all. Sears is a poorly managed company that will be going out of business very soon. For a manager to tell the employee to lie and say he knows what he's doing instead of giving them the proper training is wrong. For a manager to ignore phone calls from an employee so they can do some online shopping is wrong. For a company to put an employee in an unsafe vehicle after being told is wrong. Charging people 130 dollars to tell them they need an electrician is wrong. To give us a useless inventory that we can fix nothing with is wrong. All of these issues have been brought to upper management with no action taken. The inefficiency of the company is sickening to whitness. Saj80, there was a big lawsuit against the company for making employees work off the clock, if you look up SEARS LAWSUIT on google you'll see it.
Posted by Slimjim on 2009-03-11:
I get it fine, i just don't know why you were fired. I guessing cause you actually turned out to be a bad service tech. Experts like you have been telling the world Sears will go out of business for 50 years now. Face it Sears is here to stay, and evidently have just upgraded their service department.
Posted by Sears Appliance Technician on 2009-03-11:
I quit because I had no choice but to deal with obnoxious people like yourself on a daily basis dressed like the milkman. I have my own repair company now and do very well for myself. I have hundreds of happy customers who would never call anybody else. I come the same day with the right part on my truck 90% of the time and have reasonable rates. I can only hope you keep buying their overpriced service agreements and products. Sears IS going out of business in the near future, and nobody has ever suggested that in the past 50 years so I don't know what history book you got that from. Thats why all the upper management cashed in their stock at 50 dollars a share when it was 160 only a year ago. Why? Because it isn't going to turn around Jim. So I also hope you invest in their stock :)
Posted by Slimjim on 2009-03-12:
So a guy who had no training on his previous job per his account and also admits he doesn't know what he's doing many times in the field, now owns his own repair company.
Posted by catching up on 2009-03-12:
This poster , seems to have a grudge against sears , so we can't take him seriously .
However , since there are so many complaints against sears,
I would suggest that Sears , has one of their , human resource people , log into this site , and try to answer some of the complaints . I have seen this on ashley furniture , they provide a follow up to complaints And a lot of time their customers gets there problem solved .

Posted by Anonymous on 2009-03-12:
Slim, sounds like a past member of sorts. Agree with Catching Up 100%.
Posted by Sears Appliance Technician on 2009-03-12:
I have my own business and do well for myself because I have no clue what im doing. You nailed it... You praise GE for coming out 4 times to melt a chunk of ice in the vent when the freezer is cold and the refrigerator is warm? Then since your "in the business", you pay 350 for a new bosch dishwasher control that takes 10 minutes to fix with 2 points of solder? You have absolutely no clue how sophistocated some of the new product coming out is and thats where the training was needed. I fixed almost every machine I went on but if I went on something that just came out and didn't have training on, I'd be honest with the customer. Would have been nice to just have the training and fix it but they don't train their techs. Get it yet?
Posted by Anonymous on 2009-03-12:
SAT,what's your take on those crappy Maytag 'SAV' washers?
Posted by Sears Appliance Technician on 2009-03-12:
Crash, every maytag is a piece of junk. All the top loaders have main bearing problems and sound like a frieght train when in high speed spin. Most common complaint is no spin, with all SAV models it's almost always the thrust bearing kit that isn't disengaging the brake causing a slow or no spin. Did 2 thrust bearing kits this week and both fixed the issue. The lids on almost all of them have broken plastic hinges that was horribly designed. I could go on, but in my own opinion the neptune was the worst machine of all.
Posted by Anonymous on 2009-03-12:
I always liked the 'LAT' model top load washers.I had the Neptune (5500 model) It was overall a good machine.
Posted by Sears Appliance Technician on 2009-03-12:
The LAT model was in my opinion, maytags best top loader. People who take care of their neptune and use HE detergent and no Oxyclean had no problems with them. Trouble was working for Sears with protection agreements, everyone abused their machines and the neptune didn't take too much before it broke. I never owned one, but I sure did work on a lot of them. Maytags new frontloader is a great machine but theres only one reason for that, Whirlpool manufactures them with the Maytag name on it.
Posted by Anonymous on 2009-03-12:
I agree on the new frontloaders.

I used to work as the service manager for a Maytag Home Appliance center,and I have seen my share of Neptune service.The 'PHA kits' sure did keep us busy..
Posted by Slimjim on 2009-03-12:
So how much do you charge to install a Bosch control board?
Posted by Sears Appliance Technician on 2009-03-12:
Instead of installing a new Bosch control board, I would have cleaned the old solder off the back of the relay, resoldered put some spray shellac on it and its a 149 dollar job. Sears job code for control replace was 149 just for labor and the managers didn't want techs soldering any boards because they made a killing on the part. They still haven't corrected the problem with the control so a reconditioned board would last just as long as a new one.
Posted by Sears Appliance Technician on 2009-03-12:
Crash, did you guys do any of those rework kits for the maytag dishwasher that were leaking rinse agent all over the wire harness inside the door? Not sure if Maytag subcontracted the whole recall to Sears and A&E.
Posted by Slimjim on 2009-03-12:
Really??! The cheapest I've seen for trip and first 15 minutes is about $55. Assuming you go that low and could do the job in that time, you're saying not only do you not mark up the part, but can get this particular board yourself for under $100?? My brother had a Bosch that also had board fail A different service center charged him over $400.
I guess you're the guy to call after all huh.
Posted by Anonymous on 2009-03-12:
Yeah we did tons of those.

I hated the 8700/9700 washing machine sensor board,and pedestal kit rework..It would take forever to get the parts from the factory,and in almost every case it didnt fix the vibration problem...I liked what they wanted to do before the sensor board kit....screw plywood to the floor...yep that'll work
Posted by Revolution77 on 2009-03-13:
A agree wtih Sears Repair Services encouraging to SELL a NEW PART instead of REPAIRING the part. It does make much more money for the company, you can look at this two ways. But personally I think it was/is a RIP OFF to the customer...and encourages the stereotypical shyster repair man character. I'm also a current Sears technician and dont' care about defending a company's policy just because I work there...people should know the truth.
Posted by Sears Appliance Technician on 2009-03-13:
Revolution, I agree that from a business aspect it makes more sense to sell the customer a new part. However from an ethical standpoint, if the part can be fixed without replacement it should be. At the very least, the customer should be informed that they can have the existing part repaired or they can buy new.
Posted by catching up on 2009-03-19:
I guess Sears has no interest , in adding there 3cents.
Doesn't say much for Sears .
Posted by Sears Appliance Technician on 2009-03-30:
I can't believe people still shop there. The only thing keeping the retail end alive is the service and thats going to hell. A&E Factory Service was created to separate the retail name and service end. Managers have technicians from both Sears and A&E in their workload. Pull stock if you got it, thats what management is doing...
Posted by qualityappliance on 2009-04-21:
What were you trying to do Steve, give the guy a test to see what he really knows? It looks like he failed so I will give him a little lesson. The SAV is the old Amana/ Speed Queen design and I would be interested to see where you put the thrust bearing as they don't have one, they have a bendix and if you get the one for the speed queen or uni-mac it will be metal instead of the original plastic.

The A&E name was not created is was purchased from Montgomery Ward through bankruptcy proceeding and held dormant for years. Incindently, Wards used to be a big seller of the Magic Chef, Norge and Signiture branded machines that are now the PAV and MAV machines.
Posted by Marine 63 on 2009-05-16:
WOW! end of story...but what gets me with sears appliance tech is that he because of the shady practices sears is committing decides to open his own business and insinuates that he is committing the same acts or similiar. (I have my own business and do well for myself because I have no clue what im doing). So, does this mean that he is as equal as SEARS or worse, taking people for granted...to be con't.
Posted by onebulb on 2013-03-20:
Well I'm kinda new at a and e but got little over year service and I do get payed for travel.from one job to another and most jobs scheduled 2hrs apart 8am 10am etc and yes training on.new models is slow but.if you care bout what service you provide then can do own research web wonderful tool and far as tech.support usually don't use but are always there if needed as far as parts on.van yes that is bad but.anymore part specific is common and rates yes high.but.you cosiest cost fuel.van and insurance and $50 hr in cost of employee with.insurance they are there make money
Posted by Im an Appliance Tech U Can Hire on 2013-04-09:
Sears Appliance Technician...wow I totally understand where your coming from.I feel that all big companies lose their touch of service.I also worked for a big company that serviced laundry equipment.There was also a lack of training along with lack of parts in stock and an attitude of poor morale.I was considering working for Sears.I thought the training would be a lot more formal at sears.Sounds like another nightmare.I was actually after the refrigeration part of it.Im enrolled in Appliance Tech Training at a local community college and was thinking I should go to work for sears and get paid training instead.I don't start school until summer.I also pride myself in providing a good ethical service.Man Im not sure what to do now.Maybe do school and take a small business class to get out on my own.Thank you Sears Appliance Technician
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