WATCHUNG, NEW JERSEY -- 3/9 - Bought a gas dryer at my local Sears in Watchung NJ. Salesman said they would deliver Monday and call Sunday night between 6 and 9 with the delivery time window. 3/11 - I never got a call from Sears regarding the delivery so I called myself at 9:30 pm. The woman said it would be there between 8 and noon. I said that was no good since no one would be home. She said no problem, she would reschedule for Tuesday 3/13. I would get a call on Monday night between 6 and 9 with the time window. 3/12 - No call on Monday night so I called myself at 9:30 pm. The woman said it was on the truck but she had no time when it would be delivered. I should call back in the morning.
3/13 - Called today at 7:15 am. At first, the woman said it was on the truck but she had no idea what time it would be delivered. When I explained that I could not stay home all day waiting she put me on hold
and then got back on the line to say it wasn't on the truck and would not be delivered today. It's a good thing I asked her when or I would have stayed home all day for nothing. As it is I was late for work. We have scheduled again for tomorrow morning and I really want to believe it will come.
The call center is obviously in India and I simply cannot understand what they are saying. Between the accent and phone noise, its hard to hear them. Plus, there is so much background talking that I had to tell the woman to ask the others in the room to be quiet since I could not hear her.
PENSACOLA, FL, NEW YORK -- I was supposed to have a Kenmore washer and dryer delivered and installed. I PAID to have them delivered and installed, it wasn't part of a sale or anything else. The delivery went fine and on time. I was at work and my boyfriend oversaw the installation. The washer went completely fine the dryer on the other hand couldn't be fully installed because we were missing a piece of the exterior vent.
They decided not to even connect the dryer vent to the back of the dryer and leave it not connected at all. The only thing they really did was screw in the power supply to the back of the dryer. They didn't test the power supply or the outlet. They didn't even bother plugging it in to test if it worked. We bought the part and attached it. Of course it doesn't work. The problem has nothing to do with this part, it is an electrical issue of some sort. I received no receipt for delivery and installation, nor a phone number to call for anything.
I proceeded to call the Customer Service line. Customer Service was very polite and were almost shocked that they hadn't even bothered to test it. They are sending someone out Thursday (Today being Tuesday) to service it at no charge. They scheduled it as early as they could. They also provided me with a phone number to call in case I needed more help.
I will re-post an update after servicing, but as it stands this has been the worst installation service I've ever had, but I do commend the customer service for trying to get the issue fixed. Regardless it is going to be 2 days without a dryer, and I have no idea what the issue is to try to begin to fix it. If it was a faulty power supply I could buy a new one and have it fixed in about 5 minutes, but they didn't bother to test anything and I have nothing to go on. I would strongly suggest not paying for delivery and just renting a truck for an hour. It is cheaper and you will be installing it yourself either way. This is in FL, no idea why it added New York to the end of the location.
UPDATE: After being told that I had an appointment for a servicing today (Thursday) between 1 and 5 PM, they did not show. They did not call to reschedule, to say they were running late or a "Hey, sorry we missed you", which would be a blatant lie as there was someone home all day. I will be calling tomorrow. I do have a job and a group project due tomorrow and can't wait on hold for their 1-800 number tonight. I'll give another update after speaking to them.
ANNAPOLIS, MARYLAND -- This is a cautionary tale of dryer service and installation delivered through Sears. I bought an expensive dryer from Sears in September 2008. It was a nice dryer and quite large for the space so I arranged to have the dryer side ventilated so that it could be placed closer to the wall in my laundry room. The technicians who arrived spoke Spanish most of the job and seemed to be arguing often. They eventually wrapped up the job and said it was all set. I have used the dryer for three years and it seemed to be working OK until it began turning itself off and an error code kept popping up.
I thought perhaps it was time to clean the dryer vent and hired a service company to complete the job. Upon arrival they discovered that the dryer was set up to look like it was ventilated but that Sears had never made the connections on the inside of the dryer to connect to the exterior tubing in the first place. Sears sent out their own repair/service guy and he confirmed that the install was never done correctly. Three years of lint and moisture blowing into the guts of the dryer. The only reason why it limped along for as long as it did was due to the usage being relatively low comparative to the size of appliance purchased.
Mostly families that use their dryer daily buy such an appliance and since I live alone and do laundry once weekly it took some time for the problem to get to the critical point. Now I have a dryer that is completely useless ans Sears giving me the run around about whether they will replace the machine with a comparable product or not. Considering they made the original mistake of incorrect installation you would think they would do the right thing in this instance but this is the "new" Sears not the old one. I am extremely fortunate that I did not have a house fire due to this appliance.
Sears has yet to make this right and I now understand why people get fed up and sue companies. It is an absolute outrage that they left this appliance sitting in my home as an unknown hazard. Shame on Sears for not immediately making this right and passing the buck the way they have in every single call I have made to them. At this point I have no other recourse but to buy a new dryer (NOT from Sears!) and sue them over this shoddy and unprofessional service.
I have three issues I'd like to have addressed; I called 800-4-MY-HOME last week to make an appointment to get my dryer serviced. A couple of years ago I needed my dryer fixed and called the same number and a live person offered me a one year service contract for a couple of hundred dollars and I was hoping to get the same deal this time. A computer answered the phone and never gave me an option to talk to a live person nor to get that same deal. It took me 3 calls to the computer to make the appointment but again not once was a live person offered nor that service contract offered. The service person showed up on Saturday and charged me $283 to "fix" the dryer.
I said "fixed" because the dryer is still not working, the same problem still exists so the $283 was a complete waste of money. I called the 800-4-MY-HOME number on Sunday to talk to someone about the dryer still not working and again was still not given the option of talking to a live person. I pushed the 0 key a couple of times out of desperation and low and behold I got transferred to a live person. However this person could not help me as the computer was not updated yet with the information of my service call and I was told to call back on Monday.
I called back today and got an appointment setup for Thursday and the lady offered me the service contract for $205 for future work, not to include Saturday's $283. She actually tried to sell me the product I wanted last week but could not get on top of the $283 I paid two days ago. So for $488 I can get the dryer fixed instead of buying a new one for $329, call me crazy but that just does not seem like a good deal. I think the only fair thing for you to do is to refund me $78 dollars and sell me the service contract I wanted but could not buy from the computer and to fix my dryer. Please let me know your thoughts.
Made an appointment to have Sears service a 4 year old GE dryer I bought from Pasadena Sears. The dryer started to take 3-4 cycles to dry clothes ever since I had a new washer installed next to it, also bought from and installed by Sears. The delivery people moved my dryer and I guess that misaligned the exhaust duct. The appointment window was between 8A-12N, at 1:30, I called to ask, the technician wasn't answering his phone.
He arrived about 30 minutes late and I had to get back to work by 1:30. He looks at my dryer, takes down numbers and looks behind and says I don't have enough clearance for the dryer duct and he doesn't deal with ducts. I told him, the dryer was working well and installed by Sears as was the previous dryer. I told him the problem started after the Sears people 3 weeks prior moved the dryer to put in the new washer.
He wouldn't move the dryer so he can inspect, he said he doesn't need to, but I am welcome to show him. I moved my dryer for him, he looks and said, for him to fix it, I have to move the washer and remove the laundry areas doors. I told him, the other repair people in the past were able to service my appliances without me having to move my stuff and remove doors.
So I asked him to give me a list of things I have to do before he can get down to fixing the dryer. I told him how long it would take, he said he couldn't say because he wants to do a good a job. I told him I was late for work, he gives me his card. I tried to ask more questions but the guy starts driving away in his Blue Sears Van, with me trying to catch up with his moving van.
He doesn't give me an invoice to sign, so I asked Sears to take the hold off my credit card for $129, essentially to have one of their technicians waste almost 5 hours of my day (and losing 5 hours worth of income), move my dryer back and forth for him, I should charge him money for doing his job.
Never again will I buy an appliance from Sears and use their repair service. They spend millions to advertise their "Blue Service Crew" and not on hiring decent technicians. So, Sears Blue Crew Technician Technician ID # ** hope you had good day because you certainly did your part in giving me a crappy one.
California Sears Stores in Placerville and Cameron Park. There is NO customer service, no follow-up, nothing. Easy to order, easy to pay and then it is over. Good luck getting it delivered or installed. This is our last purchase and the last for my children as well. I should have gone to Lowe's or Home Depot, or an independent store. Personnel are consistently inept. Took two weeks to get my receipt, 5 phone calls and three weeks to even get my message to the salesperson. Her co-workers (at two different stores) said they forgot to give her the message.
Of course the delivery people aren't here either. But they changed their time and didn't inform the customer, now I can just adjust mine - after all I spent $4000 and they now have the money so what can I do. Last installation = the washer they installed is so imbalanced that it throws anything on it onto the floor. Yes of course I called about it. But they didn't call me back. I finally gave up and apparently didn't learn. Frustrated and disappointed but with this purchase, at least I have NOW been convinced that the Sears we grew up with, the one with the quality products, friendly staff, and great service does not exist any longer in any form.
11/05: I was called at noon and they have no idea where my products are. They didn't get them and there is nothing they can do. Apparently SEARS also has no follow-up and so the first they know you are not getting your purchases is when you are standing in your empty kitchen. Their update that it is out of their control and their vendor isn't calling them back. Haha. What a surprise that karma should strike them. Anyway, I have no range or microwave, they have no idea when it might be coming or if. I started the entire process by calling every local small store. They did not carry the Jenn-Air product.
In the future I will change products before I buy from Sears. I judge a company by how they handle problems. Sears is currently not dealing with it - is that the service you are looking for? Glad I did this with my own home before I purchased all appliances for the new house.
Complaint Description: I purchased a Kenmore gas dryer including hookup and all necessary parts for hookup from Sears on 4/3/10. When Sears delivered my new dryer at 8:30 am on 4/6/10, they unhooked my old dryer leaving the gas line open and exposed, put my old dryer in their truck, brought in the new one (denting my door), and noticed they did not have a necessary part to hook it up. They left with my old dryer to get the part all the while leaving the gas line open and exposed to my home.
They never came back to hook up my new dryer! I called from 10:00 am-7:00 pm to try to get someone to come back to my home to hook up my new dryer or at least hook back up my old one that they took. I got the total runaround. It was a nightmare. My gas line is exposed creating a serious threat to my family's safety. No one ever came back even though I told them I smelled gas and was afraid my house was going to blow up. They told me that I would have to wait until the next day for someone to come back out to hook up the dryer, and that I should call the gas company and the fire dept. to come to my house at my expense to make sure there isn't a leak. Unbelievable!!!
All I wanted was someone to come back to hook up the dryer they left in my laundry room. It is now 11:30 pm, and I only hope and pray that my family will not die from this exposed gas line. Even though I turned off the gas to my home, I am afraid of a leak. The service at Sears is not only horrendous, it seems criminal to me.
I do not even want this dryer because of the incompetence of a dangerous hook up, terrible service, the lack of concern or help, and the overall safety issue of leaving a gas line exposed. I was on the phone trying to get help for 9 hours. I want Sears to be held liable for anything unfortunate that should happen to me or my family if a leak or explosion does occur. I will NEVER make another purchase at SEARS.
We can certainly understand how frustrated you are about the installation on your new dryer. We should have returned the same day to get this taken care of. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at email@example.com so that we can look into this for you. Please provide us a contact number and the phone number the dryer was purchased under and we will call you at your convenience. In addition, include your screen name (aegtjg) in the email so we can reference to your case.
Senior Case Manager
COSTA MESA, CALIFORNIA -- When I called to have my washer serviced using my extended service agreement I was told I would not be able to have someone come out for 2 weeks. My washing machine was leaking large amounts of water making it unusable. When I asked to speak to a supervisor at 1-800-myhome I was told the supervisor would tell me the same thing and the representative would not transfer my call.
When I insisted the representative finally agreed and placed me on hold for over 30 minutes. The phone call was disconnected at 5pm when I assume their phone system closed for the evening. I never received a call back from a supervisor. Although, I did get a call back to service my appliance earlier when they had a cancellation.
This is not my first bad experience with Sears. Their customer service is extremely poor. It is difficult to get through on their phone line, the wait time to speak with a live person is long. The phone reps will not transfer to a supervisor when requested. I have been transferred to multiple numbers when trying to rectify a problem. The numerous phone reps I have spoken with have not had the knowledge or authority to help me solve the problems I have had with the poor repair service I have received from SEARS.
On one occasion the service man left my machine dirty with grime and grease on the exterior of the machine. Plus he could not speak or understand English. On a separate occasion the same service man left my machine leaking water. It took me 3 hours on the phone to get someone out to my house to fix the problem he created. And the phone representative told me "IF they could send someone it wouldn't be until the end of the day". I was furious. I DO NOT RECOMMEND PURCHASING THE EXTENDED SERVICE AGREEMENT ON SEARS APPLIANCES!!!
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!