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Sears Refrigerators Consumer Reviews - Page 3

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Excellent Delivery - Again
By -

SACRAMENTO, CALIFORNIA -- In the past two years or so I have ordered (always online, never in the store - perhaps this makes a difference?) and had delivered a convection range, a standard/large refrigerator, a dishwasher, a treadmill and today a mattress. For the most part I have been successful in making each purchase so as to include/take advantage of "free delivery" which is often by way of a rebate and yet I have never noticed a difference in delivery service (e.g., "free delivery vs. Paid delivery). Thus far I have not encountered a single delay, unexpected damage/variance nor have I failed to have been informed of a two hour window no later than the evening before.

All but one delivery arrived within the first minutes of the scheduled two hour window (today my mattress arrived about 15 minutes early). With two of the deliveries I also had Sears remove the old item - one being the old range and today the old mattress - a "deal" to me for a mere $10 each removal as it would cost me more to have it hauled away and/or be more trouble than the $10 charge.

With each delivery I have found the delivery personnel were polite, professional, attentive and overall precisely what I would expect from a well-run delivery business (from what I can tell, the delivery personnel are likely contracted out as the staff don't always wear a Sears uniform and the trucks don't always say Sears on the sides, but I'm not certain of this point). With each delivery the lead staff person ensured I had a copy of my receipt and always informed me that I would be contacted later on in day by Sears to check on the status of my satisfaction with the delivery process.

With all but one delivery I have indeed been contacted and asked several questions (e.g., prompt, polite, professional, helpful etc.) and given the opportunity to include my comments and/or ask questions. Today's delivery, as noted above, was about 15 minutes early (scheduled for 2:00 P.M. - 4:00 P.M.)

At approximately 7:15 A.M. This morning I received a call from a Sears representative noting "we have discovered some damage..." and I thought "oh no, here it comes" but the clerk continued with "there are some loose threads..." and in the end she offered to have the delivery made so that I could make a decision of whether or not to keep the mattress based upon my personal inspection. Furthermore, she noted that if I opted to decline the delivery I could cancel the order completely or have Sears reorder and redeliver, without charge of course.

In all honesty, I dreaded seeing the "damage" as loose threads soon became "gaping hole" in my vivid imagination. However, the delivery personnel were already aware of the "damage" and pointed out the tiniest of frayed threads on the lower edge of a non-flip mattress -- so small was this "damage" that I had to marvel anyone even noticed it in the first place.

I accepted today's delivery (in part because I had already dragged my old mattress to the front door and bid it good riddance in my mind) and was assured the warranty of this rather expensive mattress would not be affected - and I was offered a discount when I called to confirm I accepted the mattress.

Granted, the discount wasn't significant, instead it was basically the delivery fee, but I can't help but feel I likely would not have even noticed the "damage" as the mattress was encased in very heavy plastic that was sealed on all sides - I would have had to spend several minutes inspecting every bit of the plastic covering (it was loose-fitting, but very thick and slightly tinted) to have even discovered the "snag" in the plastic that then highlighted the very meager "damage".

When my range was delivered I did not select "installation" as there's so little to "install" on a gas range I expected to do this myself. However, the delivery personnel informed me they hook up a gas range (if already plumbed and/or a replacement of an existing working range) as part of the delivery service. In fact, the lead delivery person took a few minutes to explain the basics of the oven (you'd think an oven was an oven, but he noted the oven would not work if the clock wasn't set and I'm sure I wouldn't have figured that one out given I rarely read the manual to anything!).

When the refrigerator was delivered I didn't have the space for it cleared/ready (in the garage), however the delivery person didn't just leave it with me as I expected, instead he moved it close enough to at least plug it in and verify it was working and that the lights went on, the door closed properly and that all of the "insides" were intact.

When the dishwasher was delivered the delivery staff knew I did not opt for installation and although they were somewhat surprised to find I expected to do the installation myself (it would be my first dishwasher installation, maybe it showed:), the lead delivery person took a moment to write down the main Sears number "just in case you get stuck and want Sears to finish the installation".

So... with so many complaints I have to wonder if the fact that I've only made my purchases via online makes any difference - or, does the fact that my orders are filled from the same warehouse (not sure this is true, but perhaps it's so) make a difference or, do I happen to live in a town (Sacramento) whose Sears stores have fine-tuned delivery to an outstanding level, an anomaly it seems, but welcome. One thing I do know, there is no way I've just been "lucky" as I've made too many large purchases over the past several years and I have not received this kind of steady excellent service from a two other local "big box" stores.

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Terrible Service With Defective Refrigerator
By -

I'm writing in regards to refrigerator purchases I recently made at a Sears outlet store. When the original refrigerator I bought was delivered, it began running and never stopped, nor did it ever get cool. I tried several times over the next two days before I got a hold of an actual person to speak with, only to be told that I would have to call back the following day because they were closing soon.

A repairman couldn't be sent until the next day and by then, all of my food had to be thrown away. A new compressor was placed on emergency order and the repairman was supposed to return in another two days. The night before the repair was scheduled - anywhere between 8am and 5pm - I got a call cancelling the appointment, because although the part was on emergency order, it was still stuck in the factory.

They promised they would call back the next day to reschedule for a time as soon as possible. Two days and no phone call later, I went back to the store to see what they could do for me. At the store, I was told they could sell me another one if I wanted, but I couldn't get my money back for the old one until it was back in the store. They also couldn't pick the old one up at the same time they delivered the new one, because that had to be scheduled separately.

I was getting desperate at this point, so I made the mistake of buying another one and cancelling the part for the first one. I was told they don't deliver on weekends, so unless I want to take it with me, it would be 2 or 3 more days. I received confirmation from 3 different people and the automated system that the delivery would be made after 6:30 pm so that I would not have to take off work.

I got a call at 11:30 am asking if I was going to be home in the next hour, because it needed to dropped off by 5:00pm. He had someone call me to reschedule for the following day, but I couldn't be given a time until the automated system called. It never called. I went back to the store and the store manager called a regional manager to deal with the situation. Neither of us has ever received a call back from him.

A few days later, the manager and I spent three hours on the phone with eight different people just to set up the pick-up and refund of my old fridge. They couldn't set up the delivery of the new refrigerator yet however, because they couldn't locate it. Apparently, it got lost in the shuffle between the store, which is about 4 miles from my house, and the warehouse, about 20 miles away, where it first had to be taken in order to be brought to my house.

The next day, the refrigerator was tracked down and delivery was set up for Sunday, although I was previously told no deliveries are made on weekends. I got the confirmation call and an hour after my window passed, I called to see where my delivery was. I was told that the team was just running a little late and would be there any minute. They never showed up.

I called first thing the next morning, expecting an apology and an offer to bring it over that day. They offered to reschedule in another 2 days and couldn't even give me an explanation as to why it wasn't brought the night before. After more phone calls, I finally got someone from the local distribution center to arrange delivery of the new one and pick-up of the old one all at the same time for the next day. That was 2 weeks ago and I still haven't received a refund for the original refrigerator that was returned.

I am extremely unhappy about this situation. Between throwing out about $50 worth of food and $40 worth of medication that needed to be kept cold, missed work, 2 - $65 delivery fees, eating out for almost 3 weeks, and interest on my credit card, I have spent almost twice what the original refrigerator cost me. While I didn't purchase the protection plan, I would expect some reimbursement considering the product I bought was brand new and defective from the beginning. Although the store staff was very helpful, I certainly expected better service from the company itself.

I have since heard numerous and similar complaints about Sears and I thought you needed to be aware of these situations. I can tell you that I will most certainly never shop with Sears again and will make sure none of my friends and family will either.

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Copy Of Letter I Wrote To Sears With No Response
By -

63376, MISSOURI -- I am writing you about my recent experience with your company. You have good products but your customer service is the worst I have ever experienced. On Memorial Day weekend of this year my husband and I purchased a refrigerator at your Saint Louis Mills outlet store in Hazelwood Missouri. It was a Maytag model number (12568aes), serial number(12013444lx). I told them I was keeping my old refrigerator and was going to have them move it to the garage. Which was included in the delivery fee.

Anyway when they arrived we again stated this besides it was written on their delivery sheet. However someone didn't read the sheet because they immediately cut the electric cord to the fridge and the cord to the icemaker. Then we were not sure if the new fridge would fit in the space we had so we said we would put it in. They still could have hooked everything up though and they didn't. They seemed like they were in a hurry and left. After this we were left to do it our selves. We didn't have the right size hose to the icemaker and had to go buy one.

Also the temperatures on the door were not working so we were not sure that the fridge even worked. So I called the store in distress because I now had no fridge because they also cut the cord on my other fridge. I was told the manager was not there but they would get one to call me. They never called so I called again and was told they would call me back first thing in the morning. I was also told to call the repair hotline to talk to them. Which I did. No one could help us or tell us what to do.

In the meantime we got the icemaker hooked up ourselves and pushed the fridge in where it goes and the hose to the icemaker breaks and leaks all over our floor into our basement. We turned off the water and manage to fix it ourselves. After a few hours and the help of a friend we also figured out that the wires in the door were not hooked up and that's why the door display didn't work. No one we talked to could tell us that. Not to mention it should have been in working order before they left. What really made me mad is no one from the store followed up after days went by even after I called again they did not follow up.

They couldn't care less about customer service. When I called to complain about it I was told if someone from the store didn't contact me in 48 hours I should call back and make a complaint to the district manager. I did not hear from them after a week so I called again to complain. The woman I talked to said she would call the store with me on the line and we would talk to the manager together. She then came back to my line and told me the manager would not get on the phone to talk to me. He said it was not his problem but the delivery company's. Don't you guys hire your delivery company? I was never treated so badly by a company in my life.

This is an expensive item. Do you guys want my family's business in the future or not? I would really like to hear from someone on your side. This is my second letter. I will share my experience on the Internet if I don't hear from you.

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Without A Refrigerator For 11 Days!
By -

MASHPEE, MASSACHUSETTS -- Sunday, July 20, 2008 - Called 1-800-4-MY-HOME because the refrigerator was not cooling. Spoke with ** who said he was a Phone Tech. He did some basic troubleshooting (door open, seal OK, raise temperature, etc.). He said a technician would be here on Thursday, July 24, 2008. I objected. Having no refrigerator until Thursday and then possibly facing the need to order parts was unacceptable. I also explained that my husband was having surgery on that day.

Monday, July 21, 2008 - Called 1-800-549-4505, National Customer Relations number I had in my file. Spoke with **. We have had many problems with this refrigerator so I have a well-documented history of this appliance. I asked if a technician could troubleshoot the problem with me thereby possibly bringing the part. I was told that was not possible and that the SEARS technician has a small truck. I did, however, get the Thursday appointment rescheduled for Tuesday between 8 AM and noon.

Tuesday, July 22, 2008 - The technician did not arrive until after 1 PM and that is after following up with 1-800-4-MY-HOME to make sure he was coming. We were told he would call and tell us when he'd arrive. That was after 12:00 PM. Had to call back because we did not get a call. He showed up after 1 PM, said it was a diffuser and that he'd order the part. It would arrive Wednesday or Thursday. He said we should call service when the part arrived and ask them to expedite for Friday because of a “no cool”.

I called 1-800-927-7836 for a Rental authorization. I was transferred from one department to another and the average waiting time was between 10 - 20 minutes. I experienced disconnects necessitating callbacks and starting all over again with the history of the case. I was told they do not keep a log of phone calls. Finally I was told the technician had not updated the file yet. I was also told that the technician had to verify the food loss and that he would call us.

In the late afternoon I called 1-800-927-7836 and wound up getting 1-800-4-MY-HOME. They would not give me a number to get through to National Customer Relations. They did agree to transfer me. I spoke with **. He explained that under the terms of the agreement I should submit an itemized list of the food loss and we were covered up to $250. He also said we could rent a comparable refrigerator and that SEARS would pay ONLY for the number of days it was needed. He said that as soon as our refrigerator was repaired the rental must be returned.

He gave me the name of several rental companies. He also said he would send us a letter with directions about submitting our claims. The letter has not been received as of July 27, 2008. I have email address C5556fl@searshc.com and a fax number 1-888-265-9865. Correspondence should be labeled Attention: Food Loss.

I repeatedly explained that was husband was having surgery on Thursday, July 24, 2008 and asked if there was any way they could expedite the part and the repair. The answer was no. As of now, assuming the part came in, we were scheduled for a Tuesday, July 29 service appointment. We could not get a rental. Rentals are for a minimum of one month.

Friday, July 25, 2008 - Waiting for the part. We've been living out of an ice chest. My husband had his surgery, is home and I'm trying to manage his care. Not having a refrigerator has been a terrible hardship. By early afternoon the part had still not come. I called 1-800-927-7836 and spoke with **. She said she had to contact the service unit to find out the status and she would call back. I asked to speak to a supervisor and was told there was no supervisor present.

I did not get a call back. I called 1-800-927-7836 again and spoke with **. She said she'd check on the matter and call me back. I asked her to please escalate this matter and was told her computer was frozen and she could not give me an escalation number. She called back while I was on the phone and left a matter or fact message that “the service technician ordered the wrong part and that the part should be to us by Tuesday or Wednesday of next week and I should call the service unit when the part got here”.

I called 1-800-927-7836 and spoke with **. He listened and apologized and transferred me to ** ID #**. She said she would expedite delivery of the part and we should have it on Monday. She gave me a number to contact her 1-800-690-5650. Saturday, July 26, 2008 - I called 1-800-690-5650 hoping I could get an appointment for late Monday afternoon. I spoke with **. She could do nothing. Asked to speak to a supervisor and was told no Executive was in. I asked that someone call me back. I did not receive a call back. Sunday, July 27, 2008 - Sears called in PM. It was a reminder for us to call them when the part comes in.

Monday, July 28, 2008 - Message left on answering machine with a return phone number (800-469-4663). Returned call. It was a reminder for us to call as we are on schedule for Tuesday. Tuesday, July 28, 2008 - We called Sears to confirm we were on the schedule. We were on the schedule from 1 - 5 PM. Part had NOT arrived. Called Sears to get UPS tracking number for part. Part that I was told was shipped on Friday actually went out Next Day AIR Saver on Monday morning (Tracking Number **).

** the technician called in AM to check to see if we had the part. I called UPS. Next Day AIR Saver provides delivery next day but delivery times are as late as 6:30 PM. ** called again at 4 PM and said he'd call back.
I called 1-800-690-5850 to ask why after all of the inconvenience we've experienced they couldn't at least ship it Overnight Air which would have gotten the part to us by noon. I spoke with ** ID#**. Didn't know why they ship it that way. ** gave me the number for District Customer Relations Repair (978-777-4132). I called and spoke with **. She said she'd have Mr. ** call tomorrow.

** called at 4:30 PM. Was working away from this geographic area. Would do everything he could to get us on the schedule for tomorrow. He did call back to confirm that we would be on Wednesday's schedule. Wednesday, June 30, 2008 - 9:15 AM - Did not get a call confirming appointment for today. Called 1-800-4-MY-HOME. They said they would call the technician and call us back. 10:15 AM - No call back. Called again and they said the call would be sometime between now and 5 PM but could not give a time frame.

10:45 AM - Called Mr. ** (978-777-4132). He said we were on the schedule and it would probably be in the late afternoon around 4 PM. I offered to send him a copy of my log of events. He gave me a fax number **. 3:30 PM - Sears Technician (**) arrived and replaced the diffuser. At 4:30 PM we checked the temperature and found that the temperature was still at 60-70 degrees. We called 1-800-4-MY-HOME. Warranty repairs will call us back.

No call back. My husband spoke with someone at National Customer Service and they told him that it could take up to 24 hours for the refrigerator to cool. She would put us on the schedule for tomorrow. We should call for a time. 5:00 PM - Called 1-800-549-4505. ** said she would transfer me to Rapid Resolution Department. ** in Rapid Resolution told me the soonest a technician could come was Saturday, August 2. I vented. He said “having a service agreement does not guarantee when something will be fixed”. He transferred me a “Legal Line” and I left a message.

5:15 PM - I called the 1-800-549-4505 number again. The woman listened, sympathized and said she would pass this onto either the “tech recovery team” at 1-800-435-6065 or “One Source at 1-800-479-6351. ** in One Source said I should only call this number and that he had put a message out for the technician (**) to call us tonight.

It is unconscionable to leave someone without a refrigerator for weeks. It is even more unconscionable to be inflexible under the circumstances of my husband's illness. In good faith we purchased a service contract on our major SEARS appliances. It is discourteous to leave people on hold for long periods of time, let them experience disconnects, and be forced to start all over again with their same sad story because cases are not logged.

Most importantly, SEARS has caused my family a huge inconvenience and unnecessary stress. They have also caused me monetary damage because I've had to make repeated trips to the supermarket and resort to bringing prepared food in for our meals. They should not be able to sell Service Agreements that will not be fulfilled in a timely manner. It's one thing to be without a washing machine, or a dishwasher for a week or better. A refrigerator, however, is critical to the health and wellbeing of families. As of now, this issue is open.

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Sears Service Stinks
By -

NUTLEY, NEW JERSEY -- Every step of my Sears experience has been negative. My old refrigerator freezer's compressor broke, so I called Sears for repair. The repair was scheduled for a 1-5 pm window, and the repair guy came at 5:30 pm, and spent most of the time trying to connect to his computer. It wasn't worth fixing an 8 year-old fridge, so off to the Sears store to buy a new one.

We purchased a 25 cu ft GE Profile with a bottom mount freezer in white. When the delivery came late (3:15 pm instead of the 1-3 pm window), the delivery guys scratched my wall in the stairway. And I mean a 4 ft long, 1/8 inch deep scratch into the dry wall. The guy offered to throw paint over it (yeah, right, then offered to bring a painter the next day). I was uncomfortable with these offers because he seemed so shady, and he was quite angry and belligerent when he found out I was calling Sears to register a damage complaint. He told me what did I expect buying a big fridge, and that I was lucky he didn't scratch my hardwood floors.

The damage complaint - I could not even talk to a person to address it. I was supposed to wait 24-48 hours to wait for a call back. After 48 hrs I called (after being transferred a million times it seems from Indian call center to American one), I finally got the number of the truck company Sears contracted with, so I could settle it with them. They seem to be working out so far - we shall see. I need to get an estimate, then get the work done, then send in my invoice to get paid back.

So the same night I got the fridge, we discovered the water dispenser leaked. Called Sears and scheduled a repair service the next day. The repair guy actually came at the end of the window, but still on time. He was unable to fix it because he was not familiar with the brand new model, was never given blueprints to it. After taking the water dispenser apart, couldn't figure out how to get into it. How are they supposed to do their jobs without the right tools? He had to call his IT to even get info about what parts to order.

So I decided to exchange the refrigerator for a new one, same model. Waited and at the end of our 2 hour window, the delivery folks showed up. And the refrigerator was bashed in. They had no other ones in the warehouse. So... I had to schedule a new delivery and begged the guy on the phone (after being on hold and passed from call center to call center for half an hour) to be put in the earliest morning slot.

I really hate Sears now, but feel trapped into getting a replacement there because it would be easier for an exchange rather than return and waiting for another company's delivery. I have a toddler, so a fridge is a must for milk and food.

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Poor Service Online and in Store
By -

SAN LEANDRO, CALIFORNIA -- We purchased a side-by-side refrigerator at Sears outlet in San Leandro, California. The refrigerator was supposed to be new, with only a cosmetic defect, namely, a small scratch on the door. A couple of shelves were missing, the salesperson supposedly ordered them at the time of our purchase. He estimated that the shelves would be in in about a week. After 2.5 weeks go by without a word from Sears, we go back to the customer service center and are informed that the salesperson never actually ordered the shelves.

We paid for delivery of the refrigerator and hook up of icemaker and water. However, the delivery person failed to hook up the icemaker or water. The manager at the outlet promises to call the delivery person to find out why they failed to do the water/icemaker hook up, and get back to us the following business day. However, so far a week has gone by, and we have not heard from them.

In the meantime, we notice that the refrigerator is freezing all of our food. We try unsuccessfully to adjust the temperature by following the instructions to no avail, so we call and schedule an appt for repair. The "technician" comes on December 26, 2007, and it's obvious that he is inexperienced and has no clue as to what is going on. He "fixes" the refrigerator by turning the temperature down to 39 degrees. Obviously, this does not solve the problem, and 2 hours later, the refrigerator temperature has dropped down to 27 degrees. I call the repair center that same day and ask them to send another repair person.

They promise to call me back the next day, but never do. I call again the following day, and after being on hold and being passed around from the customer service number provided by the technician to the "Warranty" customer service number, an appointment is scheduled for December 29, between 8 and noon.

However, on the afternoon of December 28, I get a call from Sears saying that their technician can't make it to my home until 2 pm. The following day, when the technician has not showed up by 3:15pm, I phone Sears to find out what's going on. I am advised that the technician has 2 other stops before he gets to my place, but I am assured that he will be able to service our refrigerator that day. I ask to speak with a manager, and am disconnected. I phone back and am placed on hold.

I finally speak with a manager, who also assures me that the technician will indeed service our refrigerator on that day. However, around 4pm, the technician calls, stating that he will not be able to service all refrigerator, and that he needs to reschedule to January 3, 2008! I phone the repair center again, and ask to speak with manager. I am placed on hold for close to an eternity while a manager is located.

Finally, a woman who identified herself as "Brandy," manager of service and repair gets on the phone, and acts as if she's annoyed that I'm annoyed about the bad service. She tells me that our appointment has been rescheduled to January 3, 2008, between 8 AM and Noon; she refuses to guarantee that we will get the first appointment of the day; and refuses to provide the name of her supervisor.

Meanwhile, we also placed an online order for a stove a Sears.com on 12/3/07, based on the representation on the website that the item was available for next-day in-store delivery. Where indicated on the website, we entered our phone number and requested that a Sears representative call us on the next business day to confirm delivery date. Two weeks went by without a phone call.

I called Sears.com, and was told that the estimated delivery date for the stove was January 8, 2008! I requested that my order be cancelled, and was transferred back and forth between Sears.com and another department, while the "customer service" representatives griped about which department was responsible for cancelling the order. I was able to purchase the same stove for less at Home Depot, and they installed and delivered the stove 2 days after I purchased it.

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No Refrigerator for 2 Months Almost 3 Now
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BROOKLYN, NEW YORK -- I am truly truly disappointed with the services that I have received from Maytag and from Sears. If you check your records you will see that my parents both have been loyal customers of Sears for several years we have bought so many things from you guys and we always purchase the warranty and we have never had a complaint. The one time that we have asked for the warranty to be used on our Maytag refrigerator claim # ** we have been screwed over on so many occasions.

First a part was missing and we waited so long for the part so long that our meat spoiled because obviously we have no refrigerator. Then we waited for someone from your outside contractor company A&E to come out and fix it. There was a part that needed to be ordered and it took a month to arrive. After the part finally arrived we made an appointment with A&E.

Each time a date and time was set we would stay home from work and miss a day's pay waiting for this horrible outside contractor A&E to come only to waste the day and have no one at all show up. They never even had the common decency to make a phone call advising us that no one was going to come after all. Then your lousy outside contractor A&E finally came and looked at the refrigerator and said "Oh sorry another part is missing". DISGRACEFUL!!!

My parents have been so patient they were upset but they still remained loyal and forgiving and they still believed that Sears would not let them down. PLEASE WERE THEY IN FOR A RUDE AWAKENING. Therefore, I am writing this on their behalf. I am their daughter and I am pissed with the way you guys treat such loyal customers. We have had to buy food everyday because for 2 months straight going on 3 we have had no refrigerator. How can anyone be so awful to their customers how?

SHAME ON SEARS AND SHAME ON THE OUTSIDE CONTRACTOR AND SHAME ON MAYTAG. We then get a phone call that today 8/28/07 finally someone was going to come and see the refrigerator and fix it finally and we actually thought someone would come only to be again disappointed. No one showed up again no surprise there. No one called to say they were not coming no surprise there.

A copy of this will be sent to the Better Business Bureau, Channel 7 and Channel 4 and I am telling anyone who will listen not to get a Maytag product and not to get a Sears card or even shop in Sears. And in the future when I purchase my home I will not get one thing from your horrible company. In addition, I am going to tell my dad to cancel his credit card with Sears because it is obvious that you people do not value good customers at all. If by chance you would like to apologize to my parents their phone number is **.

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Why I want my money back
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TREXLERTOWN, PENNSYLVANIA -- The following details my “good faith” attempt to rectify my service problems with your product, a KitchenAid refrigerator that is still as of this writing under warranty. I estimate I have spent $10,000 on products offered by your company, but I believe this may be the end of my business with you.

My wife spent the day today home from work, waiting for a service repair appointment to fix our KitchenAid refrigerator that we purchased in the summer of 2006, and that is still under warranty. At the end of the day, there was no repair visit made to our home, and there was not even a call made to us to cancel the appointment that was made more than 1 month ago.

At this point, I believe that you and the company that services your warranties do not have the same notion of service or responsibility for what you sell that we expect from companies that we do business with. It is because of this experience and the efforts I have made since this “no show” appointment that I wish to ask you to take this refrigerator back, and waive all amounts owed on this product. I purchased this product with a line of credit from your company, with no payments due until June of 2007.

When we noticed the refrigerator needed repair two months ago, we called and scheduled our repair day for April 2, and we even received an automated reminder phone call last night, April 1, 2007, a Sunday. All we knew from that point on was that we were to anticipate a repair visit anytime between 8 a.m. and 5 p.m. When nobody appeared or called by 3:30, I started to make calls myself. The following account outlines the circuitous series of hand-offs and hang-ups that I experienced between 4 p.m. today and approximately 6 p.m.

With each call, I have experienced 100% willingness from the representative to try to schedule another appointment for me, or to transfer me to someone else. With each representative I tried to explain that neither my wife nor I intend to miss another day of work, or at this point even a Saturday, unless someone will guarantee that the service call will be scheduled and take place within the exact hour. Nobody seems willing to agree to this compromise. Therefore, I have told each as I have told you to please come and retrieve your product.

Step 1: I call 1-800-469-4663. The representative on this call transfers me to another person after I explained the events of today, inadvertently cutting me off.

Step 2: I call back to 1-800-469-4663. I tell the same story to another representative, who offers to transfer me again. I ask her to tell me the number of the person she is transferring me to, just in case she cuts me off again. She tells me the number is 1-800-676-5778. Then, she attempts to transfer me. In doing so, I am on hold and inadvertently cut off again.

Step 3: I call 1-800-676-5778. The person on the end of this call tells me that the appointment was “cancelled out” for no apparent reason. Her effort from that point was to try to figure out why there was a cancellation, and why I was not called. I told her that that is no concern of mine, but that did not seem to matter. Her name was **, and from what I can figure out she works for A&E Factory Service, 945 Airport Rd., Lakewood, NJ.

When I tried to get beyond establishing a follow-up service call, she instructed me to speak with the people at the national customer service level at 1-800-549-4505. In sending me to this number, she inadvertently cut off my call. Fortunately, I asked her to give me the number ahead of the transfer.

Step 4: I call 1-800-549-4505. I speak with a representative who puts me on hold after hearing my story of today. I am on hold up to 5 minutes and then I am cut off.

Step 5: I call back to 1-800-549-4505. I speak to another representative, tell the story of today, and I am transferred back to a “third-party” team, which I believe was a Whirlpool company service team. I never reached a live person, and was inadvertently cut off within a few minutes.

Step 6: I call back to 1-800-549-4505. I speak to another representative, who instructs me to call the store that I purchased the refrigerator from.

Step 7: I call the store in Trexlertown, PA, and ask to speak to the store manager. ** tells me that because the refrigerator has been in my home for more than 90 days, she is not taking it back. She also tells me that she has nothing to do with service calls, and that I am essentially on my own. She tells me to call back to the service center in New Jersey and schedule another time.

Step 8: I call back to the service center, A&E Factory Service, which immediately transfers me to the credit card company that I owe for this refrigerator. The first representative cuts me off. Before he does this, he puts me on hold to speak with a manager regarding my due balance that I don't intend to pay.

Step 9: I call back to the credit card company number on my credit card bill. I explain the previous conversation, and I am put on hold again. I explain to another representative the entire situation, and I am put on hold, then cut off inadvertently again.

Steps 10-14: I call again to the store manager, the service center, and the Sears Gold MasterCard main line. Each time, I get someone else who wants to transfer my call to another representative, and then cuts me off. I am also directed to an assistant manager at the store in Trexlertown, whose name is “**”. He refused to give his last name. I also speak again with the service center in New Jersey, and they advise me to meet face-to-face with the store manager at Sears.

Step 15: I get a call at home around 6 p.m. April 2. The service representative on the other end of this call is offering to schedule me an appointment for a Saturday. I say to her that I will accept this resolution IF she gives me a guaranteed hour of the day. She refuses to do this, and abruptly ends the call. It was almost as if she considered my request for a guaranteed time a rude request!

Conclusion: On the back of my credit agreement, it reads that I have rights as a consumer. One of these rights appears to be the potential to not pay for goods and services if I have in good faith tried to correct the problem with the merchant. I believe that I have made these efforts this afternoon and evening in good faith, and I will make this final attempt to you, in writing. I intend to demonstrate this good faith effort to as many representatives of your company and other influential companies in your supply chain in order to help make this case and speed resolution.

I also intend to make this case to as many consumer and credit agencies and Internet web sites as I am physically able to connect with. I would propose one of the following two options for resolution. They are the same two options I have communicated in every call to every representative above. Please communicate to me an acceptable option for resolution:

Option 1) Send your people to my home to remove this refrigerator (and clear my balance due on my account).
Option 2) Have your people call to schedule an exact time of day (on a Saturday, so we do not have to miss any more work) for repair service AND guarantee they will show up in the exact scheduled hour. Failure to show up and make the repair would in my mind constitute grounds for mandatory default back to Option 1. Thank you.

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Sears does not stand behind their warranty and uses defective parts
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BUFFALO, NEW YORK -- Sears service plans are a scam. Sears never correctly fixes problems. They just send refurbished parts that don't work. They do this until the service contract expires to cheat customers. Sears is a scam. I have had 3 ice makers break in the last year and Sears still hasn't fixed my refrigerator properly. I am waiting for the 4th ice maker and the quality of customer service is the worst in the world!

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Sears Refrigerator
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Rating: 1/51

BAKERSFIELD, CALIFORNIA -- Will never buy Sears product of any kind again! Bought a refrigerator and have had nothing but problems with it! They have been out to service it over 8 times in the last few years for not freezing correctly. Now they finally decide to replace but say they it has depreciated in value so will be out more $ for a refrigerator! Plus it's a credit and we will have to purchase from Sears. Waiting to see what happens before deciding on taking them to small claims court! They aren't getting away with this.

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Sears Refrigerators Rating:
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1.1 out of 5, based on 36 ratings and
110 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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