LAKELAND, FLORIDA -- I have been a customer of Sears for over 38 years. Before moving houses I had problems with my previous appliances which I had had for less than two years. First the heating element went on my dryer and the Sears repair replaced the heating element on my dryer. After that it made a terrible noise when drying. Apparently another repair service person later found they had forgotten to replace the screws to re-attach the part they had taken off to repair the element. Then the knob for my washer's setting went a few weeks later, it was made out of plastic. They replaced with a metal one after that. Why it didn't have a metal one to begin with, I have no idea!
And a short while after that I had flooding in 2 rooms, the hallway, plus the washroom from the washer overflowing. And to top it off it was also leaking oil. When the service people came they said it was normal for it to leak oil. The repair people said they could not find anything wrong with my washer. It so happened the knob to regulate the water level they had changed would get stuck, causing it to overflow and the water hose also had a cut something my husband found. When they had reattached the hoses in the back they had accidentally cut the hose and only under pressure it would overflow or leak big time.
The problems, some caused by the repair people, were not found because they were always in a hurry due to their heavy schedule. Altogether I had problems with the washer at least 6 times within less than a year. I should have had it replaced according to the contract, but they didn't honor that. Sears repair service people were impatient, rude, until I put my foot down and complained with their Customer relations department. The heavy oil leak which was not normal was finally repaired and the hoses changed, also the noise from the dryer. I should not have gone through that.
So I moved about a year ago and ended up with Sears appliances again, because the home builder was using Sears elite appliances for the home. My new appliances have had problems as well. My new microwave was not heating properly. When they came to fix it was tested and they found out it was leaking chemicals according to them. They were going to give me a new one but ended up fixing it.
Also the convection oven fan was loose and very noisy and they had to fix that. I also scheduled an appointment to get the latch fixed or replaced more recently to my dishwasher. I mentioned exactly what the problem was when scheduling. The day of the appointment came and they called me to reschedule because they did not have the part, even knowing days ahead they would have to replace it. They waited until the day of the appointment to order it. I had wait more than another week and reschedule.
I am so disappointed with Sears appliances, as well as their repair service. Not once or twice but for several years now. What has happened to Sears and the people that run it? The sign of the times. I wonder if there is anyone out there with any decent appliances or service anymore.
MASSACHUSETTS -- We have been trying to get our dishwasher repaired by Sears for the last couple of months. The Master Protection Plan for a year will not mean much if you get an appointment that is too far dated. The problem started in the third week of August 2007. We got an appointment after two weeks. Well, that was just the beginning. He ordered new parts and asked us to wait for a few more weeks to get the parts. After three weeks, we got the parts and scheduled an appointment that Sears could not keep.
I took a day off for the technician who was supposed come anywhere between 8AM and 5PM. I haven't seen other companies giving a time-window like this. They think their time is so valuable and ours is not. Late in the afternoon, got a call from the routing department that the technician cannot make it. The rep said she will give me a date sooner, but that turned out to be another unkempt promise.
Finally, we got the appointment in third week of October. Unfortunately, we missed that date. We paid the price for that, maybe a little too much. The next date we got was mid-November, again another 8-5pm window. Okay, we thought it was our mistake, let us not complain about it.
Then that November date came. My wife had to be away from home for 30 minutes in the afternoon. Considering what had happened earlier she decided to be proactive. She called the customer service at about 9:00 am and told that no one will be available between 3:00 and 3:30. They said they will pass it on to the routing department. You guessed it, the technician called at 2:50 and said he will be coming at 3:00. She told the situation to the technician and asked him to come back after 3:30. She came back home at 3:25 to see the note from the technician that there was no one home.
I checked with Sears again. They said as per their note, the technician came home at 3:40 and there was no one home. Either the technician was lying or the rep! They just don't accept the fact that it was their mistake. The next date I got was December 13th. They are a bunch of ** who just don't care about us.
Well, I was given another number to report any complaints. But, it did not make any difference. When I told about the long wait, the 'customer care rep' said "Problems with dishwasher take a back seat compared to issues with oven and refrigerator." She said dishwasher may not get the immediate attention. That is a good point and I agreed to it but when I asked her "When the problem with it prolongs for something like 2-3 months, don't you think it should get the attention sooner and it cannot take a back seat forever." She immediately agreed to that but that did not make any difference.
The water is held up the dishwasher and it is nasty. I am fed up with this. Even if the technician comes on Dec 13th, I don't think he/she will be able to fix it right away. Typically they will have to order the parts and then wait for a few weeks to arrive and then fix it. It is not worth taking their 'Master Protection Plan'. If you don't get the service in time then what is the point? I am going to buy another dishwasher from Home Depot and going to live happily ever after.
The Sears customer service is so poor, well, maybe there is no such thing as 'Sears customer service'. I am going to stop doing business with Sears. I will cancel the credit card and also cancel the so-called Master Protection Plan that literally protects nothing. Goodbye SEARS...
NEW JERSEY -- 9/9/07: The last conversation with Sears, on 9/6/07, is supposed to result in a call within "two business days" (which may be Wednesday due to Columbus Day - they weren't sure if they were going to be open on Monday!) I'm going to give them until Thursday close of business.
At that point, if there isn't a firm plan in place I am going to send a letter to Aylwyn ** that includes high quality photos of the installation and damage to the dishwasher door and counter top. I am also considering contacting my credit card company and initiating a dispute for the amount I paid for installation.
Dishwasher purchase from a Sears retail outlet on 9/1/07:
The installer did not offer to schedule the time of installation. I was told to take or leave the day/time they specified.
The installer was 3 1/2 hours late. On arrival, he told me that "Sears probably didn't tell you this..." per GE specs and current plumbing practice, I needed to "upgrade" to flexible braided stainless tubing for the hot water connection (I had copper already.) The charge was $99. Subsequently, I contacted GE about this. The response is that they have no such requirement. My township indicated that the stainless hose isn't bad, but that there is no requirement for it use, and copper pipe is fine. I also verified that the diameter of the original copper pipe met GE's specs.
When I went to fill the dishwasher that evening, I noticed that the installer had gouged the top of the stainless steel door.
After many phone calls with different departments at Sears, each of which gave me a different story ("the installer has to handle it", "Sears will send someone out for a $75 minimum fee...") I was able to have Sears inspect the damage without charge (at least they haven't billed me yet) and schedule the repair. The paperwork indicates that the installer claims not to have caused the damage.
The installer had also left off the trim around the edges and top of the unit, so there were unsightly gaps.
I was able to schedule the subcontractor to come out again (Sears refused to allow another of their contractors to be used). He installed the trim, but now the dishwasher is installed so low that there is a 3/4" gap through which you can see the top of the dishwasher. He said he's seen worse and left in a hurry.
That evening, I noticed a gouge in the counter top in exactly the shape of the screwdriver bit in the installer's cordless drill. It has the shape and line from the ridge on the bit... I had seen the drill on the counter, but didn't notice that damage at the time.
I've been getting the runaround from Sears since then - it's up to the installer to repair the damage; National OneSource will cover it, etc. Each time I've been told to expect a call within a specified period of time from anyone - Sears or the installer - it never happens.
To summarize, Sears' stance is that they're not responsible for their subcontractors even though the payment goes to Sears. It is nearly impossible to reach anyone who can resolve a problem. Trying to reach a person to speak with means literally hours of waiting on hold, being hung up on, and hearing different explanations (in which each person says the other person/department doesn't know what they're doing).
At this point, if the latest promised call doesn't materialize in the specified two business days I am going to write to the president of Sears and initiate a dispute on my credit card for the cost of the installation. I am never going to purchase anything else from Sears that requires delivery, installation or post-purchase involvement in any way from Sears. If you do, please note that you've been warned.
See my update in the comments section.
SUGAR LAND, TEXAS -- I would like to express my extreme dissatisfaction with my recent Sears experiences. I have been a very loyal customer for years, but in light of my recent encounters, I will need to look elsewhere for purchases and services. Last month, I spent about 4 hours on the phone with about 20 different Sears people, trying to get a situation rectified. I had purchased a Bosch dishwasher from Sears a few years ago and we had a plumber at our home last month who needed to remove our dishwasher so he could install a new garbage disposal in our sink.
He showed us that the drywall was all rotted, as well as the floor and cabinet because the hose was kinked and judging from the extent of the rot, had been leaking for quite a long time. Obviously, since the dishwasher has never been moved since it was installed, this kink must have occurred when it was installed. But yes, we are unable to prove that. I called Sears and told them that I suspected it was installed improperly and that I was not trying to charge them for any of the damage; however, I did expect them to send me a new hose no charge (a $20 item). They refused. I took this all the way to their corporate office and they still refused.
I begged the woman to please look up my phone number so she can see that I have spent about $40,000 with Sears in the past few years, but she did not care. I asked, “so then we are going to terminate our relationship because of a $20 hose?” and she said that wasn't her decision. So, I called back and told them I needed to order a hose and told them what type it was and what type of machine it was. The woman told me that they needed to send someone out to look at it anyway, and then they charged me $85!!! The guy who came to look at the hose told us to make an appointment to have him come back out to install the hose and re-install the dishwasher.
So we did. Today, two men came out to replace our hose and then they asked us for $95!!! My husband asked if they were going to re-install the dishwasher which is what we wanted and what we called for and they said no. They said that since our plumber had originally removed the dishwasher a couple of weeks ago, that he would need to reinstall it!!! I called up to speak with the service unit and the woman told me the same thing. I have always called Sears for everything and we have always gone to Sears whenever we needed any home repair, home improvement, or major appliance purchased, but no more.
People won't just come to Sears because you have good prices. They want to know that Sears will properly service the items as well, and it is evident that they will not. When I called to say that I wanted to make an appointment to have my dishwasher hose replaced and the dishwasher reinstalled, they should have told me at the time of the call that they would not be reinstalling the dishwasher. Had I known that, I would not have called Sears. I would have called my reliable plumber.
MISSISSAUGA, ONTARIO, CANADA -- I had a service/maintenance contract with Sears for my dishwasher that provided for an annual inspection at no charge. So, I had Sears come out to do the inspection. At that time, my dishwasher was working to my full satisfaction. The service person took my dishwasher apart, found that the pump was clogging, and ordered a new pump. He then put the dishwasher back together again so it could be used in the meantime. After he left, and we started using the dishwasher, we noticed that there was some water on the floor after the washing had completed.
We didn't pay much attention to it the first couple of times, thinking that it might just have been some water that dripped from the dishes when our daughter emptied the dishwasher. When the problem kept happening, however, we concluded that the water was leaking from the dishwasher itself. By that point, we had also noticed that our wooden floor in the kitchen had been damaged by the leaked water. We called Sears to report the problem. They said the service person would take care of it when he returned to replace the pump. A few weeks after the original visit, the service person returned with the pump to be replaced, and some other miscellaneous parts.
Then, another problem came up. He was unable to open the dishwasher door (which had worked fine before). He then said the only way to open it was to force the door open, and that there was a risk of the control panel (which is in the door) being damaged. So, he ordered 'backup' parts for the control panel, and said he would return when all parts arrived. Several week later, we were informed by Sears that 'parts' were no longer available for our dishwasher, and there was nothing further they could do.
I pointed out that I had started with a working dishwasher that was no longer functioning because of Sears service, and suggested that they provide me with at least partial compensation to replace the dishwasher. However, because I was unable to provide them with a copy of the original receipt for the dishwasher, they refused to do anything further.
As of the date of this writing (about 6-8 weeks from the time of my original call to Sears), and numerous phone calls to Sears, I have heard nothing further from them, and am exploring other steps to get the problem resolved (possible direct contact with Sears management, possible suit in small claims court, etc.). In all my dealings with service organizations, I have never yet experienced such a lack of service and responsiveness. Calling the Sears 800 number and asking to be put through to a supervisor or to Customer Service directly has almost always resulted in a "sorry, we can't do that" response.
It was only through many many phone calls and requests that I was able to get through to a supervisor. However, as you can see from my story above, even that yielded no results. I am at a loss to understand how Sears can wash their hands of any responsibility, after my having paid for a maintenance agreement, and after their taking my dishwasher from a working condition to a non-working condition. Although I've made most of my major appliance purchases from Sears in the past, and spent many thousands with them, that certainly will not be the case going forward.
When we bought a new dishwasher a few years ago at Sears in Clay, NY, we also purchased the protection agreement. Several times during that period, the dishwasher started leaking. The technicians always fixed it under the service agreement, which we continued to renew — in spite of the inconvenience of scheduling appointments.
A few weeks ago, it began to leak once again. We called to schedule an appointment to have it repaired. The technician was supposed to show up on Saturday. They would not give us any estimate of the time, only that it would be between 8:00 A.M. and 4:00 P.M.
We were also told that he would call before he came, and we advised the scheduler that we screen calls, so he would have to leave a message and we would pick up. We were told that “they don't like to leave messages.” We explained that we run a non-profit organization out of our home, and people often call and keep us on the phone for long periods, so his chances of getting through any other way would be small.
On the appointed day, we were up early, waiting for his call. We made sure that we stayed close to the phone, though we had many other things to do. The phone never rang. I called around noon to get an estimated time, and I was told that he had tried to call and since we were not home, he had left for the day! When I explained, once again, to the scheduler, she told me that I have to answer my phone! I had to insist that she put my original instructions somewhere in the record. This is the worst customer service I had ever experienced — but it wasn't over yet!
After wasting an entire Saturday, she scheduled an appointment for the following Saturday. The technician arrived at noon (though, again, we could make no plans for the entire day because no one would give us any idea of when he would be arriving.) He needed to order a part, and set up an appointment for us on Tuesday, March 27. Though that would mean missing a day of work, I agreed. We had already been without the dishwasher for more than two weeks, and it would be another ten days. I figured if we did it at Sears' convenience, there would be less of a problem getting him to come.
When the part arrived, I called as he instructed to tell them that it was here, and confirmed that the appointment was for Tuesday, March 27. I arranged to take the whole day off from work because, once again, no one would tell me whether it would be morning or afternoon.
We were a little surprised when the technician showed up on Monday, March 26, while we were at work. My sister found the note on the door and called me, and I called AGAIN to confirm that the appointment was on TUESDAY. The scheduler never admitted a mistake, but agreed to “reschedule.”
So, today I took the day off work. I called at 8:00 to see if there was any estimate of the time yet, and the scheduler I spoke with had no idea. He said he would contact the technician and have him call me. He called me all right. At 10:30, he called to say that they wouldn't have time to get to us today, but they could come tomorrow or Friday.
Do they think that they are the only ones who work for a living? I finally was forced to agree to give up yet another Saturday waiting for Sears to call. I told them that I wanted to be first on the list. It would seem a small concession to make, considering the inconvenience we have already suffered at their incompetence in scheduling and keeping appointments. He said he “couldn't” do that.
So here we are stuck with a dishwasher that has had the same problem time after time since we bought it, and a service agreement that costs more in lost hours from work than it would to buy a new dishwasher. And it's not fixed yet! We have seldom purchased these agreements in the past, but it seemed worthwhile for the dishwasher, since it keeps breaking down. However, if the service department cannot be depended upon to keep appointments, these service agreements aren't worth the paper they are printed on. This isn't just bad customer service. It is bad business.
TEMECULA, CALIFORNIA -- On July 6th of 2012 I purchased a brand new Maytag dishwasher at the Sears in Santa Rosa California. It was to be delivered by Sears and installed by the Sears required installer in my home in Temecula, California... I paid for both the delivery and installation at the time of purchase (including an installation kit). The dishwasher was delivered and installed July 16th. Within 2 weeks of delivery the dishwasher stopped working. An appointment was scheduled and after numerous attempts the dishwasher was still not working after 2 weeks.
I then went into the Temecula Sears and asked that arrangements be made to pick up the dishwasher and refund my purchase price so that I would be able to purchase a working dishwasher from another retailer which I did. Sears representative Kathy ** at the Temecula Sears store made the arrangements and then phoned me to say Sears would pick up the dishwasher on the August 14th. The Action Appliance dishwasher was scheduled to be installed on Thursday August 16th. Sears arrived on August 14th and stated they were unable to take the dishwasher until the installer came to uninstall the dishwasher.
I communicated to Sears again that the new dishwasher was to be installed on the 16th. Sears said they would definitely pick up the dishwasher prior to that date. When August the 16th arrived Sears had still not come for the dishwasher and I phoned them to say the Acton Appliance installer had agreed to uninstall the dishwasher and Sears confirmed that was fine with them. The Sears installer came right after the Action Appliance dishwasher was installed on August the 16th and took the dishwasher. He was the same installer that had done the original installation for Sears in July.
On Friday August 17th I called the Sears warehouse and asked when I could expect my refund. I was told that they did not have the dishwasher back yet. I told them that the installer had picked up the dishwasher the previous day. Sears warehouse said it could take 3 to 5 days for the dishwasher to be returned to the warehouse and I would be refunded 5 to 7 days after that time. After a week I phoned the Sears warehouse again and was told they knew nothing of my dishwasher. I understand that Sears records their phone calls so there should be ample evidence of all that I am saying.
My cell phone records show a log of the numerous phone calls I made to Sears during this time period. I have been promised by the manager of the Sears store in Santa Rosa that my money would be refunded and still no refund. Sears seems to be claiming that their own installer has stolen their dishwasher. Sears appears to have become a disreputable company and I am warning every person I come in contact with to NEVER shop at Sears.
Today was the 6th scheduled service call for my dishwasher. I received parts earlier in the week and called to confirm I got them. I was told the repairman would be at my home between 8am and 5pm to install the parts. I called about 2pm today to see where I was on the queue and they told me the repairman had called in sick today and I would have to schedule another service call, the next available day was more than a week away.
Each service call, my co-workers have been very gracious to re-arrange lunches, etc. so I can leave at a moment's notice when the repairman calls and says he will be at my house in a few minutes. While I appreciate this, I'd imagine it is starting to get a little old as I now have SERVICE CALL #7 SCHEDULED FOR NEXT WEEK!! I can say if I was someone who had to take a whole day off work to meet the repairman, I'd be even more upset than I already am to have to be taking day #7 soon when two of the calls ended up with no repairman showing up at my house and no notification that he wouldn't be coming.
Apparently Sears doesn't understand that it is easier to keep an existing customer than gain a new one. Over the past 12 years my husband and I have purchased 1 microwave, 1 flat screen TV, Dyson vacuum, 2 refrigerators, 2 stoves, 2 dishwashers, 3 washers and 2 dryers, and multiple Craftsman tools from them. We have never purchased an appliance elsewhere. We love our local Sears, the owners are our neighbors and wonderful to work with. However, when the time comes to purchase our next appliance, we will think long and hard before purchasing Sears again.
Earlier this year, we purchased a dishwasher from Sears for two reasons:
● Many of their appliances are Consumer Reports Best Buys.
● Their RAD (responsible appliance disposal) commercials generated trust that the old appliance would be recycled.
I especially enjoyed the ad where two teenage boys accuse the Sears delivery person of dumping the old refrigerator he's replacing. When the man explains the RAD program, the expression of the boy on the left with one raised eyebrow is priceless. Unfortunately, we learned first-hand that the truth is far different from the promotion. When I called to order the dishwasher, I explained to the agent several times that the RAD program was a big reason we chose a Sears appliance.
Since I always take time to make sure of all the details, I assumed everything was set the way I wanted it but when two men delivered the dishwasher a week later, they informed me no arrangement had been made or even requested for installation of the appliance.
Minutes later, I was on the phone chewing out everyone from the first agent who answered all the way up to the supervisor I demanded to talk to. I finally learned Sears no longer installs dishwashers. I don't know about other appliances but I'm not about to test them again. So their RAD program doesn't apply in such cases. Instead, they depend on another company to do the job but they don't volunteer that detail when they sell the appliance. I had to call the other company and set up a date three weeks later to get my new dishwasher installed. You can be certain I made sure they recycle the old dishwasher. Otherwise, I'd have looked elsewhere for the service.
Because I was so adamant and had all the names, dates, and call details carefully recorded, the supervisor did refund our delivery charge but it barely makes up for the fact that we had to wait a full month until we were actually able to use our new machine. When I shared my experience with my sister, she regaled me with an equally vexing problem she had when ordering a trash compactor from Sears. Our negative experiences apparently aren't isolated events. Suffice to say, the company has lost a couple of customers from way wa-a-ay back.
Meanwhile, I have not seen another Sears ad touting their RAD program. I wonder if complaints like mine are the reason the campaign ended. I'm happy they're no longer claiming something that isn't true but do miss that kid with the raised eyebrow.
NORMAN, OKLAHOMA -- This was the MOST frustrating appliance purchase EVER! The dishwasher seems adequate, but the experience at Sears was the WORST! I responded to an email from Sears to make the purchase, but went into my local store to look at the product. Apparently the man the two employees were talking to was more important than an actual customer.
I walked around them and looked at dishwashers for close to 5 minutes before the man they were talking/flirting with said "I think that lady needs help." Thank you to him! The woman told me she couldn't order it online for the price I had gotten in the email, so I went home to order it. That was yet another exercise in futility! It took 40 minutes including having to call to actually get the order placed.
Well, the next morning I got a call from my local store telling me the order was cancelled since they didn't have any in stock, but she could order it for me. Are you kidding?? Since she was very kind, I placed the order. Sounds okay right?
The day of installation arrived and I was told I'd get a call when they headed my way - 4 hour window. This was being installed in a property we own, not our home and I told the installation people that I HAD to be there for the install. So, did they call me? NO! I called twice to see if I could get an idea of when they might come, and was told they couldn't tell me.
Finally when it was 10 minutes till the end of my 4 hour window and I had heard nothing, they found out the installation had already been done! I was not called and they had a child supervise the installation! I am DONE! The manager of the appliance dept. was somewhat apologetic and did make a partial refund of the installation, but I have NEVER had such a fiasco for something I paid to have happen! Never again!!!