Loyal Customer Turned Sour.
WISCONSIN -- The following is a story about a valued customer who was very loyal to Sears parts; until Sears did not value them as a customer anymore. So right after Thanksgiving our Kenmore stove stopped working, ... read full review1 Replies - Latest reply on 03/08/2014
ONLINE, TENNESSEE -- I ordered an LG washer and dryer for $3,000 3 weeks ago - the item was described as being in stock and would arrive in 4 days. That 4 days is 3 weeks now with no washer and dryer -now they are saying it is on back order. I really want this washer and dryer so I am trying to hold out. The customer service is horrible (in India) and they can't understand you or you them at all. I actually tried calling the corporate office and they hung up on me, forwarded me to voice mail that was not set up once, and just did not care or want constructive suggestions to improve their business. Sears needs to go out of business. To me, they already have but are maintaining a facade by still taking people's money and1 Replies - Latest reply on 03/06/2014Add reply
.VA. BEACH, VIRGINIA -- Don't get a new roof from Sears! Last 10/28/13 they started putting on a new roof, their highest quality. They came back on 11/3/13 with a different crew to finish. They let all the debris from cutting in the roof vent ridges ( old shingle parts and wood pieces) fall down all over the attic and left them there. They cut a hole in my ceiling of one bedroom and left it like that. They left a gap behind the gutter across the front of the garage where their rim edge did not come down far enough.
1 Replies - Latest reply on 02/28/2014Add reply
They told me to get the Leaf Guard gutter people to come and raise the downspout. I called them and they came the next day and said the downspout could not be raised or it would not drain properly. They fixed another problem Sears had made on another downspout and put a piece of rim where the gap existed just to try and help. The rim did not come down far enough and it was Sears problem. They also crumbled a small section of my driveway which they refuse to take any responsibility for. They broke the hanger on a solar light. A couple pieces of siding are bulging where they had done work on which was in the contract.
LAKE JACKSON, TEXAS -- I have had all of my appliances covered by service agreements with Sears. I have had occasion to use them for repairs, and also have used them for just general maintenance. Even though they have repaired several items, (dish washer, refrigerator, washer, garage door opener), I was beginning to think I might not renew this year because none of the repairs needed were major. Well, a couple of months ago, my range went out. And even though I had to wait 28 days while they frantically looked for a replacement part, after that period of time, they stepped right up to the plate, gave me a very, very fair allowance to go buy any stove my heart desires. So, when hearing complaints about this company, and it's service agreements, I felt I needed to speak up to let everyone know that they do stand behind their agreements, and I will continue to use them.Add reply
Repair Scheduling Is Abysmal
NORTH SAN DIEGO COUNTY, CALIFORNIA -- After the first repair call on the washer (which is 1 1/2 years. old) an appointment was scheduled by the repair person and we were told to call to schedule first available appointment when repair parts ... read full review1 Replies - Latest reply on 02/24/2014
BLAISDEL, NEW YORK -- Bought new Kenmore top mount frige 10/ 24/ 2013, delivered promptly with no issues, installed. After a few days, I didn't like the drawer space, shelf spacing just wasn't right for me, and the thing ran loudly, and still does. I asked for an exchange within the timeframe, and my sales person said it would be fine, so I chose a Waterpool 9821 549. the sales representative gave me a # to call, so I did. They gave me a 2 week timeframe. So I waited patiently.I went back to the Sears store to talk to the representative whom I purchased the thing to find out a delivery date, because the 800 number couldn't help. This was in November. Again I went to the store in December. No help. January, no help, any phone calls went out of state, (India?), So, here in February they promised delivery of the replacement fridge today, but because of 'weather' they had to reschedule for another 2 weeks! After I cleaned it out, moved all my items in preparation, had the driveway plowed, made ready in anticipation, they canceled delivery. So, I canceled my order completely. I called the floor manager and said, Please Cancel delivery, order of exchange, Now! Cancel. I'll keep the noisy one, continue to shove veggies into the small drawers, and shop elsewhere. They lost a good customer. I'll shop elsewhere. I'll donate this lemon to Goodwill.1 Replies - Latest reply on 02/07/2014Add reply
SEARS Kenmore products are terrible and I will NEVER buy one again! My Fridge is now only 8 years old and I have had to replace the compressor and control board. Also 2 repairs to my oven, not to mention having to totally replace the Microwave.
It is a shame that a once quality and respected name brand is now complete crap. Take my Advice and avoid SEARS at all costs!
Sears sells stuff all the time that they can't deliver. I've been trying to get a $2000.00 bed that I paid them for a month ago. Not only that, but they lie about it. Make up all sorts of excuses. 1 Replies - Latest reply on 01/30/2014Add reply
STONE MOUNTAIN, GEORGIA -- I need a simple part for my KitchenAid Range Hood. It's a piece of plastic that inserts into a cut out of the hood cover to allow the light from the bulb to shine through. I went online, entered my Model #, looked at the various schematics and could not see my part or anything else that fit the description of what I needed. So, next step, request assistance, right? No, not at Sears. I tried but failed to get assistance from the online chat service reps 4 times! - with Frank, Aden, Debra and one other - I think it was Lewis...The chats kept cutting off - 'technical difficulty'. Until then, the service agents could only do what I did...look at the schematics. I could bumble around the website, I don't need help doing that! They suggested various parts, none of which remotely resemble my part (no, it protects the light bulb, no, it is not the bulb or what you screw the bulb in to..it doesn't touch the bulb). I was unable to get the assistance I needed after 2 hours of trying. I suspect my part is so general that it is identified elsewhere but I needed them to direct me to the right place. Instead, they suggested a $27 part with no description whatsoever or something pointing to a rectangle that was drawn with a dotted line.
Convinced that Sears could not help, I just got mailing tape and taped the broken cap/cover in place. Problem solved. 2 hours on a beautiful Sunday wasted on Sears. Never again. But what if tape couldn't fix it, what then?
Die Hard Work Boots Coming Apart
LAKELAND, FLORIDA -- I have purchased several Die Hard work boots for my husband throughout the years . We have never had an issue with them until now. I purchased the pair he has now in December 2013 which was about a month ... read full review
FREDERICKSBURG, VIRGINIA -- I purchased a garage door opener, I paid for installation, 139. The installers show up take a look at my ceiling which is 9 ft. They inform me that I have to pay an additional charge of 120 for an extension. Needless to say I called Sears install and gave them a piece of my mind. I took it back with a full refund. I then went to Lowes purchased a comparable garage door opener 208, the 3 piece extension for 19 and installation for 119. On top of that I received a military discount. I'm happy with the service I received at Lowes and disappointed with the lack of knowledge with regards to the Sears representative.1 Replies - Latest reply on 01/29/2014Add reply
SEATTLE, WASHINGTON -- I am a local Realtor with an elderly client who is replacing a dishwasher through a HomeOwner Warranty I purchased on their behalf for the sale of their home. The HomeOwner Warranty company's preferred provider for this item is (unfortunately) Sears. Sears has dropped the ball every step of the way on the delivery of this item. The scheduling of the delivery of this item has been a joke. Then ANOTHER scheduling will have to be done for the actual installation of the item. (Sears is apparently incapable of doing both things at the same visit. They are also apparently incapable of using a contractor lockbox to gain access to the home so that the elderly seller doesn't have to drive over from his retirement community to let them in - two times) I personally stopped buying appliances from Sears 7 years ago when I encountered a ridiculous lack of customer service and I'm not trying to convince the HomeOwner Warranty company to do the same if they want to keep my business. It's said as Kenmore appliances I believe still have a good reputation for reliability but the hassle of getting them into your home is not worth it.Add reply
SAVANNAH, GEORGIA -- My task for work was to use my state-issued P-Card to purchase a tool kit for our maintenance staff. After being told by my staff colleague that our tax-exempt status would come up at the register with the use (the clerk looking it up by) of our phone number, I went to the store in the Oglethorpe Mall in Savannah to purchase the tool kit for about $130.00. FAILURE.
I was on the phone with 3 different people in an Augusta, GA Commercial Sales office rather than in Savannah. After calling Savannah store again for 3 more times, I was dished back on people in Augusta, each call resulting in numerous holds and each ending in a disconnection. The last one was to some Spanish-speaking man that seemed unassociated with anything Sears or service.
FAIRFAX, VIRGINIA -- Worst experience with a Kenmore Oven/Range ever. It lasted 12 ½ months and then cost us $300 to have a Sears guy fix it. Remember when Kenmore and Sears meant quality? Not anymore. What a joke. It was less than 30 days after the original guarantee expired. A $1,000 Kenmore range last one year before it needs a major repair. I will never shop them again and suggest you stay away as well. Too many bad reviews that I should have read before I purchased this nightmare called Kenmore.
The best thing I can say about them is that they are consistent, as the service was just as undependable as their product.
One last thing; I have never posted a negative review for any company before in my life, but this is more than unacceptable.
WILMINGTON, DELAWARE -- 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 you 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 serviceAdd reply
BLOOMINGTON IN -- Have had 3 appts. with Sears to work on Kenmore washer. First one they called and confirmed the day before, day of appt they call at noon and say sorry not enough techs to make all appts. She re-schedules me for 10 days out, repeats over and over this is the next available appt. I go online and it shows open appt in 4 days, so I make that 2nd appt myself. So we get to 2nd appt, tech shows up and is here for about 5 minutes and says "ok its fixed" Well it wasn't. Used it next morning and same problem. Called to get 3rd appt and was set for only 2 days away. Thats great, wrong, no one ever showed up! Waited all day and no one ever showed up or even bothered to call. So angry, I could throw this washer out the door. After talking with 1st customer service, I was told not enough techs to cover appts. Well than don't overbook! Ask to talk to supervisor and was put on hold and he never came back. Imagine that!! Called 2nd customer service and I went through the whole story again asked to talk to supervisor and she came back and told me to call him back in 2 hours, he was helping customers. Excuse me , whar the hell am I. I am done with Sears for ever. Never buy anything from them again, definitely never making another service appt. Sears called me the next morning wanting to reset my appt for 1 1/2 weeks away. Not going to happen ever again.2 Replies - Latest reply on 01/24/2014Add reply
NEAR CHICAGO, ILINOIS, ILLINOIS -- Had repair service scheduled for the snow blower for the day of Jan 14th 2014. on Jan 13 th received confirmation call and a time window from 8-12. Took time off from work. Jan 14 about 8 am got a phone call informing me that I was the first on list and technician is on his way. waited all morning! called the customer service to find out where the tech is. James put me on hold for over 15 min and disconnected. Had to call again, after another 15 minutes, told the tech called in sick and need to reschedule. No answer as to why nobody bothered to notify me. I could have gone back to work! The supervisor, Althea Id # 662305, could not give me an answer as to who was responsible for notifying customers when the tech calls in sick, nor could she provide me with Sears procedure and policies for customer notification in events when the scheduled and confirmed service can not be honored by Sears. Such poor organization and lack of respect for the customers!1 Replies - Latest reply on 01/14/2014Add reply
ENFIELD, CONNECTICUT -- I have purchased a Boiler from Sears. The worse mistake I've ever done.
1 Replies - Latest reply on 01/14/2014Add reply
I had them come back 3 times to have it installed properly.
Now, it has been a year and I need to have it serviced as part of my Service agreement.
I called 4 days ago. They said I would get a return call within 24 hours. No luck!
I just called back and now I have to wait an other 72 hours before someone calls me.
STAY AWAY FROM SEARS.
HOFFMAN ESTATES, ILLINOIS -- I called for a repair on my Kenmore Elite washing machine and was told that the next appointment would be a month from now. My washing machine is two months old and the inlet valve needs replacing. I think that a month is a long time to wait for a repair on a new machine. Maybe Sears needs to hire more service employees so that customers don't have to wait for repairs.
So I have to wait until someone orders the part and then fits me in, a month from now, maybe, what if the part is delayed, maybe it will be two months on a new washer. That is bad business.I was a good customer of Sears and did not believe the bad reviews, now I understand.
Sears can't keep their good customers and will never get new ones with such bad reviews. I will never purchase another Sears appliance and that is a shame because I just picked out the refrigerator I was buying next month. Too bad.