I had an appointment for Monday July 13, 2009 between 8 am-12 pm and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8 am-12 pm. No technician showed. Someone was there the entire time.
I called the national customer service number at 1-800-795-5030 at 1 pm the same day and was referred to the call center that handles the area (I live in Miami). It is called Plantation Customer Service. The number is **. I was told the technician arrived in Miami at 11:20 am. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again to complain and was told that technician actually had a light day and was then told that he was in a meeting.
I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8 am-12 pm.
I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The representative told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after my Friday call. After calling on Tuesday I received a voice mail later that day informing me of my new appointment. It was not scheduled between 8 am-12 pm as the person said. It was scheduled between 1 pm-5 pm.
I called Sears again on Wednesday July 22, 2009 at 1-800-469-4663 at 915a and the representative (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician's supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this. This is horrible customer service. I advise you to never use them.
CLAY, NEW YORK -- My dryer stopped working during the week. I am a single mother who works full-time. I have A LOT of laundry!! When I realized that my dryer couldn't be saved. I looked online and found that Sears had next day delivery - yeah, I could do my clothes!! I called the store to make sure that it could be delivered and they said yes as long as I ordered it by 3 pm.
I went to the Great Northern Mall location and purchased a dryer from a salesman named Joe. Joe assured me that the dryer would be delivered the next day. He said delivery would call that evening with the time of the delivery. When Sears delivery arrived, they had a washer not a dryer!!! They said that the earliest it could be delivered was Monday.
I changed my Easter weekend plans and spent less time with my family because I was getting my dryer delivered. I spoke to customer service, "Joe the salesman" and Craig **, his manager and was told that he couldn't produce a dryer "out of thin air". He said that I was being unreasonable. I said that if I expected to purchase a dryer and have it delivered that same day, that I would be unreasonable but I expected them to HONOR THE AGREEMENT they had made.
I added that with the retail business in the poor shape it is in, it was not a good idea to sarcastic to his dissatisfied customer. He offered me a $50 Sears gift card for my inconvenience and added that they had a 10% sale going on! What the man did not appear to understand was that because of this I will not shop at Sears again. I would strongly urge others not to shop at Sears as well. It is rather sad that when our economy and the retail industry in particular is suffering, that company can treat customers in this manner!
AUSTIN, TEXAS -- When I bought a new home last year, I went to Sears to pick out the major appliances. At that time I bought a high-efficiency electric dryer. From the time I bought the dryer, the lint trap did a poor job, with Sear's response to my complaint being "you can probably buy a new one online." When the dryer stopped working 14 months after purchase (and of course, 2 months out of warranty), I called Sears to come out for the repair. It took over a week to get the initial appointment, with a 4-hour window, of course. I re-arranged my life to wait at home for the service person. When he came, he said he thought it was the control panel, and he could order the part for me.
Another appointment was scheduled at that time, but Sears changed it without notifying me a day before the work was to be done. The part arrived in a reasonable period of time, and it was installed for a price of $350. He informed me that the work would be warrantied for 90 days, so if the same symptom came back, they'd come back and repair it for the price of the parts. When the dryer failed again (the very first load after repair), I called Sears service. They informed me that the warranty only applied to the part they had just installed.
If the repairman had mis-diagnosed the problem and sold me the wrong part, I'd have to pay the service call, plus labor, plus the new part for whatever they diagnosed the problem to be this time. At that point, I decided to cut my losses--I will never again purchase any Sears products, nor will I have a Sears repairman in my home. I have found a local repair shop that actually stands behind their work.
PROVO, UTAH -- Until now, we have bought all of our major appliances at Sears -- but NEVER again! We bought a Maytag dryer and the delivery date was set for a week later. On the day of the delivery, I was looking forward to arriving home to find my old dryer gone and my new dryer hooked up and ready to process a week of dirty clothes. Instead I found the dryer in the middle of the downstairs hall, blocking all access. The old dryer was gone but the new dryer wouldn't fit through the door so they just left it! My daughter explained that we would need to solve the door problem (that makes sense) and then call them to have it installed. However, they didn't leave a number to call.
I had to crawl over the dryer to just get in my bedroom! I removed the door (easy) and moved the dryer into place. I then had no choice except to hook it up myself so we could have some clean clothes to wear. When I purchased the dryer, I also purchased a new power cord (not included?) and a new exhaust hose. They didn't leave an exhaust hose and the power cord they installed was the wrong one. I spent the evening running back and forth to Home Depot getting the necessary parts, installing the parts and getting the dryer hooked up. WHAT A PAIN! And I had paid extra to have this done for me!
The next day I called Sears to complain about the incident and get a refund of the extra parts I had paid for. They were nice about it, apologized for the "inconvenience" and promised a quick refund. Then they did nothing. A number of days later I called back and yelled at them. They apologized again and promised a refund. They even offered a gift card for all the problems. Then they did nothing... Again. I called back today and spoke to a manager who explained that I had to take this up with the store -- they couldn't do anything about it. AHHHH!!!
So I called the Sears store and wrestled through their ASININE automatic phone system only to be hung up on twice and dropped in a void once. Once I ended up speaking to their credit card service, who (of course) couldn't help me and told me to "call the store". I still have not been able to speak to a human by calling SEARS. ** YOU SEARS! So it is worth it to drive half a hour to the store to get my $30 refund? I probably will just to vent my extreme anger AT THE ENTIRE STORE, AT THE TOP OF MY LUNGS! How is it that a major store like this can have such poor service now? Does anyone have a suggestion for a good place to buy appliances?
AJAX ONTARIO CANADA -- My son bought a Kenmore Dryer from Sears home store in Whitby Ontario on November 20th, 2007. On or about December 9th this dryer stopped working (2-3 weeks after purchase). Although it spins there is no heat. The house fuses that control the dryer are okay and not blown, but the dryer does not heat nor does the timer work. My son called Sears home store wanting to return this dryer within the "first 30 days as per the return policy" but the Store said "NO", they would not take it back and insist on sending a technician out to repair it.
My son does NOT want to be stuck with a Lemon of a dryer that has broken down within the first 30 days, but Sears home store in Whitby will not take it back nor will Sears Customer Service do anything but say they need to send someone to repair it. Therefore their 30-day refund for any reason policy is a total way of defrauding the public and supplying them with faulty appliances. We really need some help in this matter.
To top it all off, Sears will not send a guy out to look at this dry until next week. My son works 24/7 almost and I have to make a trip to his home 40 miles from mine and take time off my work to meet the man there, and they will not give me an exact time and make no promises on either fixing or taking back. And my son is now out a dryer which he needs badly because he works outside and gets wet, dirty, and needs to clean his clothes on a daily basis. This has left us in a real mess and we will be losing a lot of money from taking time off work. We would never buy from Sears again. They lie, defraud the public, and have created a nightmare for us!!
LOS ANGELES, CALIFORNIA -- I am absolutely furious with Sears. I bought a Whirlpool Duet Sport model – both the washer and dryer in October. The washer washed a total of THREE LOADS before breaking down. I stupidly bought a five year service contract from you. I ordered the part which took about ten days to arrive. I scheduled an appointment for service today – a window between 8 am and 12 pm. At 12:20 pm I called (obviously a housewife who takes the calls because you can hear the baby crying in the background) and she said she would have the guy call me to let me know when he's going to arrive.
40 minutes later, no call from the service guy, so I call again. The next housewife informs me that one of the service guys called in sick, so someone else is taking his place and he's behind. I asked her to have him call me to let me know about when he'd arrive. That was almost an hour ago – STILL NO CALL FROM HIM. He FINALLY shows up at 2:15 claiming he had a different window for me on his schedule. Great!!! But even better - he is unable to install the part! Thank you Sears for ruining my day. This is so unacceptable.
I chose Sears because I thought I could trust quality service and products. Obviously neither is true. I am furious with this shoddy treatment. I've bought almost every appliance from Sears for years. I doubt I'll be doing it again. And if this Whirlpool isn't fixed this time – you had better be prepared to replace it or be sued. Lest you think I'm some kook – I've never written a complaint letter to a company in my life. What has happened to Sears? I am fast becoming a FORMER customer.
Sears 4-my home customer service and scheduling is an absolute nightmare. Appointment schedulers lie about appointments, technician don't show up for appoints and lie and say customer was not home after I've waited 9 hours one so called appointment and 4 hours on another. They do not document phone calls and they give out fictitious names.
If I were as sorry as they are at their job, I would not want anyone to know I was either. They suck!!! The quality of appliances are good, but their service department is the reason I will never buy another appliance from Sears again. I have been an excellent customer. I have bought two stoves, two refrigerators, a dishwasher, 2 washing machines, 2 dryers and microwave over the years. Consider yourself warned.
BETHESDA, MARYLAND -- I have scheduled appointments twice now, and for the last time, with Sears Home Service Repair. Both times the technician never showed up at the scheduled "CONFIRMED" time for maintenance on a home appliance. Their customer service line is manned by reps who DO NOT speak the English language clearly and have absolutely zero training in core customer service. I have had to practically shout into the phone my basic information, ask them to repeat what they have said to me because their accent is too thick, and I have even had to deal with their reps while they were eating something while talking to me!!
** believable! I hope Sears does go completely out of business. They don't deserve a hardworking person's time or money. I've used 2 vacation days from work staying home waiting for their employees who never arrive. I will never buy so much as a pair of socks from any Sears store again!
I ordered a gas dryer online. When it was brought to me not all the extra parts I also bought came with it. The delivery man said the parts was not on his list and for me to call customer service. The first time I called and told them what happened they said they will ship it right out. Well a week went by and nothing came. I called again and they said "give it a few more days," well another week went by and still nothing. I had to go to my local hardware and get the parts myself.
I called Sears and said I need a refund. They said it will take 7 to 10 days. It has now been 2 weeks still waiting on a refund. I will call back and let them know right off how unhappy and mad I am. Save yourself a lot of stress and never order anything from them online. All this has been going on for a month now.
HYATTSVILLE, MARYLAND -- We bought both a dryer and hot water heater from Sears in the last six years. We have had the hot water heater repaired four times since then. Now the dryer needs repairing again for the third time, we had it fixed last December. Last week, it started to make funny loud banging noises, so we called Sears Repair. The dryer heats just fine, but it makes these really loud noises. The repairman was in my home for only 5-10 minutes before he announced that the dryer motor was gone, and the repair would cost $486. We politely declined, since that is the cost of a new one. I am going to try another brand this time. I am done with Kenmore.