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?
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.
CAPE GIRARDEAU, MISSOURI -- I purchased my Maytag dryer in Sept. 2010 and today's date is 6/11/12 and today my dryer is not drying my clothes. Now my dryer isn't 2 years old and I have to have a technician come from Cape Girardeau, MO at the price of $75.00 and I have to pay for the parts and the labor in order to get it repaired. They can't even come until 6/14/12, and if I didn't take that the next available date was the 19th. Would you do without your dryer that long? Even the 14th is long enough. As much as I paid for that dryer it should have lasted longer than it has. I am not very happy with the service I am receiving from Sears, but nobody cares.
You know I believe that K Mart bought out Sears and K Mart was in Sikeston and we did some work for them and they filed bankruptcy leaving Sikeston owing us over $1000.00 and we have never received that money. So guess I could just take the amount that Sears is going to charge me out of what K Mart owes us. Sears used to be a very good store, but it is just like all the others, worthless. When you are buying, they tell you this and that and they will do this and that, that is a bunch of bull. K Mart needs to pay for my dryer to be fixed. But, of course I know that is not going to happen. Well, I am not alone in not trusting Sears anymore, I hope you never sell anything anymore.
DARTHMOUTH, RHODE ISLAND -- I called Sears headquarters and pleaded with them to please cover my issue with the on and off buttons that have a plastic covering so that you do not have to put your fingers inside a computer board. I was told I was not covered under my plan due to this being considered cosmetic. I have no other way to turn machine on and off, so they more or less said sorry not covered due to their policy. I feel this was poor design and this issue is only going to get worse now that the protective plastic covering is cracked giving no protection. Thanks Sears never again will I purchase another product made by you people.
SAN DIEGO, CALIFORNIA -- I ordered a washer/dryer with all necessary parts and full installation. On the day of delivery they took my old washer and dryer (which still worked) and left without installing the new washer and dryer because they didn't have all the parts. The service department was extremely unhelpful when I contacted them about this.
Sears should have called me up to delay delivery instead of leaving me stranded without a washer/dryer. Sears doesn't have their own delivery people. They contract out to anyone. So the delivery people will just want to get out of their as fast as possible. I advise people to not purchase appliances from Sears.
COLUMBIA, SOUTH CAROLINA -- Everyone's experience with a home repair is unique and I don't disparage any of the uncomplimentary reviews I've read. However, my experience with Sears with so extraordinary, I wanted to share it. My 7-years old GE Profile washer stopped working - the computerized display window said there was an error in one of the internal parts although it did not indicate which one. I called Sears and had a service tech out to my home within 3 days. He methodically took the washer apart until he found the defective parts.
He had to make 3 visits and it took several weeks but he stuck to it until he found the problem; he had to replace several parts but it was all covered under the warranty. One month later the matching 7 year old dryer died, it would not heat up. Once again Sears honored the warranty and took the dryer apart until the defect was corrected. I have purchased Kenmore and other brand appliances from Sears for decades and have always found them to be honorable and back up their product. I will continue to do so in the future.