[X]

Sears Ovens

Star Empty star Empty star Empty star Empty star
21 Reviews & Complaints

Most Popular | Newest | More Options >
More filter options:
StarEmpty StarEmpty StarEmpty StarEmpty Star
Searsoutlet.com Is a Total Scam - They Steal Your Money!
Posted by Firefighterapp on 03/18/2012
FT LAUDERDALE, FLORIDA -- Normally, I research companies before making a big online purchase, but I didn't in this case because, hey, it was Sears! BIG MISTAKE. I wish I had read all of this before I dropped $1000 on an oven that I ordered from searsoutlet.com. Ordered on March 3, got an email saying the oven would be delivered March 13. No oven ever came. Called the 14th and got the run around from their customer service for 3 days. They kept telling me they are checking on it and they would call me back. NO ONE EVER CALLS BACK from Sears. I even called corporate - what a joke.

They talk a nice talk but thats all it is - talk. They said they would get back to me too to tell me what was going on, but shocker - they never did. "Nick" and "Dawn" and countless other customer service reps gave me the run-around, never got me an oven, and never gave me a refund. So essentially, Sears stole our money and I had to dispute through my credit card. BUYER BEWARE!! I'll never buy anything from them again, not even from their mall retail store. I don't care if other stores sell the same thing for triple the price...the other stores will always get my money.
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by clutzycook on 2012-03-18:
Sounds like you did everything right. You disputed the charge with your CC and you have sworn off Sears. Good review.
Posted by SearsCare on 2012-03-19:
Dear firefighterapp,

We are very sorry to hear about the ordeal you have been through with your online order, we are especially sorry that you did not receive the level of customer service that you deserve. This is definitely not acceptable; and this is not the type of experience our customers should encounter. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our dedicated case managers to call you and look further into this on your behalf. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the number your oven was purchased under and we will call you directly. Also, in your email, please provide the screen name “firefighterapp “you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
Posted by mowu on 2013-09-06:
total waste of time.I order 3 merchandise through them. All were store display. I was told that availablility were not guaranteed, so I totally understand when they informed me that the orders were cancelled. However,
what they promised on their site was they would not charged you until the items were available.

Well,I order through Paypal checkout and sure enough,they charged me even though the they send me email informing me that the items were not there at their local outlet.

Now, I have to make calls to make to get my money back.One would think purchases though major players like Sears and Paypal would be coordinated better. Again, what a waste of time for deals that were never to be had
Close commentsAdd reply


StarEmpty StarEmpty StarEmpty StarEmpty Star
Need Help From Sears Online Chat Agents? Too Bad
Posted by Jtormey on 01/27/2014
STONE MOUNTAIN, GEORGIA -- I need a simple part for my KitchenAid Range Hood. It's a piece of plastic that inserts into a cut out of the hood cover to allow the light from the bulb to shine through. I went online, entered my Model #, looked at the various schematics and could not see my part or anything else that fit the description of what I needed. So, next step, request assistance, right? No, not at Sears. I tried but failed to get assistance from the online chat service reps 4 times! - with Frank, Aden, Debra and one other - I think it was Lewis...The chats kept cutting off - 'technical difficulty'. Until then, the service agents could only do what I did...look at the schematics. I could bumble around the website, I don't need help doing that! They suggested various parts, none of which remotely resemble my part (no, it protects the light bulb, no, it is not the bulb or what you screw the bulb in to..it doesn't touch the bulb). I was unable to get the assistance I needed after 2 hours of trying. I suspect my part is so general that it is identified elsewhere but I needed them to direct me to the right place. Instead, they suggested a $27 part with no description whatsoever or something pointing to a rectangle that was drawn with a dotted line.

Convinced that Sears could not help, I just got mailing tape and taped the broken cap/cover in place. Problem solved. 2 hours on a beautiful Sunday wasted on Sears. Never again. But what if tape couldn't fix it, what then?
Read Company Response
Company Response on :

Hi jtormey,

Thank you for taking time to bring to our attention all that occurred surrounding your attempts to find the light bulb cover for your KitchenAid RangeHood. Eventhough you used packing tape to remedy the need, we realize this should not be considered a final solution. My name is Brian and I am a member of the Sears Social Media Support team. After reading your post I would like to take this time to reach out to you to offer our assistance. We would be happy to connect you with a dedicated case manager who will work closely with our business partners in parts to address your concern and provide feedback to the appropriate management teams. Please send your contact #, the name and phone # used at time of purchase, as well as the screen name (jtormey), to reference your post to smadvisor@searshc.com and a dedicated case manager will contact you directly. Again, we appreciate you taking time to post concerning your needed part for your rangehood. We do look forward to speaking with you soon.

Thank you,

Brian R.
Social Media Moderator
Sears Social Media Support
     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Worthless Warranty on New Oven
Posted by Txncpa on 11/22/2013
DALLAS, TEXAS -- I cannot tell you how disappointed I am in Sears . I bought a new microwave oven combo AND WARRANTY June 30 2013. It broke mid October. I I have had three trips by the repairman . It is going on 5 weeks without a working oven. What happened to Sears standing behind its products? I thought the Warranty would have provided for a new oven by now. I called the BBB to file a complaint but I am still no better than I was last week, last month.
Read Company Response
Company Response on :
Hi Txncpa,

We appreciate you taking time to post about your combo microwave unit; we certainly can see how this has caused you to be disappointed. My name is Brian and I am a member of the Sears Cares Social Media Support team. We would like to have a case manager contact you directly to see what options are available to resolve your microwave repair needs to a satisfactory conclusion. So that a dedicated case manager may contact you directly, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name (Txncpa), to reference your post to smadvisor@searshc.com. We apologize for the confusion and we look forward to speaking with you soon.

Thank you,

Brian L.
Social Media Moderator
Sears Social Media Support
     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Stove/oven
Posted by Roscoe348 on 12/25/2012
GEORGIA -- I purchased my Jann-Air a year and half ago. I had to purchases it through sears, but Jenn-air promised me that if there were problems jenn air would take care of it. They lied. I didn't have an oven 3 months out of the first 9 months that I have had it. Now the oven is not working again. There is 1 burner that has never worked. Every time you open the oven door the burners blow out. I can not let my son use the stove while I am not in the house because I am afraid that the stove will burn the house down.
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by At Your Service on 2012-12-27:
I've got a considerable background in appliances and normally do not hesitate to recommend Jenn-Air products. They are currently owned by the Whirlpool family of products. Unfortunately, it's as I've always stated, even the best products can run into issues, even when they're relatively new.

There are a few questions that come to mind while reading your review Roscoe. To begin with, you state that you, "had to purchases (sic) it through sears (sic)". Why was it that you were required to do so? Then you state that, "Jenn-air promised me that if there were problems jenn air (sic) would take care of it." Why was there any special communication with Jenn-Air in regards to this purchase. One would normally just make the purchase through a desirable, local retailer. Finally, and most importantly, was there any form of extended warranty service purchased along with the range? If you had purchased an extended service guarantee, through Sears, then you have a reasonable expectation for them to provide service. If not, then after a year and half, service would be provided by whomever you choose. But the service and cost thereof would be dependent upon you, not the retailer.

This is the type of purchase that an extended service program makes perfect sense. You depend upon the merchandise which is likely to be a little more than one would want to replace themselves prior to their expectations. I have a tendency to consider the warranty coverage that is offered by different retails as a determining factor as to where to buy. Some will offer great coverage, at very reasonable cost, in an effort to persuade the general public to purchase with them.

I would assume you will get it serviced. Let us know how it all turns out. Thanks for posting.
Close commentsAdd reply


StarEmpty StarEmpty StarEmpty StarEmpty Star
Junk appliances
Posted by Josephalaimo on 06/12/2012
LEXINGTON, SOUTH CAROLINA -- I have purchased Kenmore Elite products for more than 25 years and really thought they were among the best in quality. Being a builder, I used them in my personal homes and always suggested them to customers. I just built my last personal house in 2008 and purchased all Kenmore Elite units such as :
Side by Side stainless steel refrigerator, 6 burner cooktop, Ultra wave microwave oven, compactor, and a dishwasher. We are up in years so we understand about taking care of our home goods. After two years, we took out a extended warranty and thank God, our microwave had to be repaired due to a bad thermostat. Our double over had the bottom tray lose half its porcelain and the seals were harden to becoming useless. My compactor stopped working in the automatic mode. Now my microwave has a magnetron problem of inverter board and you can't order parts unless your certified. I think some dumb supervisor who handles the production either cheapened the specs or forwhatever reason had LG or whoever is the manufacturer produce appliances bases on the good name it had, thinking people are too dumb to pay attention if something fails. Not so, I can't remember in years past that we had the numerous problems that we had in the last four years. Read the complaints from numerous customers who have experienced failures of their appliances and the lack of Sears attention to their pleas. I know service is a big part of their revenue and more problems means more money for the bottom line. Needless to say I will not buy another Sears appliance when I build our next home in a year of so. Just to be fair, I will go on record stating I still have most of my Craftsman tools I bought over 50 years ago and I still have my 26 cf side by side refrigerator that is 22 years old and still running. Our Kenmore washer and dryer died a year ago and I bought the best LG units that are superior to the Kenmore units. Someone made Sears a dirty word and should be fired on the spot for tarnishing a good American icon. Shame on that guy or guys. Industry has cut down on everything from candy bars to lumber to coffee and a thousand products that reduced the quantity and increased the price like nobody notices, that's one reason our country is going to hell. GREED!!!!!!
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2012-06-12:
Appliances today simply aren't made as well. It is a bad state of affairs. How many people can afford to buy new ones every 3 or 5 years?
Close commentsAdd reply

NO Customer Service
Posted by Michellewiest72 on 11/26/2011
TEXAS -- To Whom It May Concern,

I’ve detailed a timeline of the experience we have had with Sears and it’s sub-contractors. Our issues are still un-resolved ……………

11/4/11 -- ordered oven online

11/11/11 – 1st scheduled delivery. Scheduled between 2:00-4:00. The installer (Steve) never showed up and never called. I called him at 4:00 asking where he was. Rescheduled for Saturday at 10:00 (maybe earlier).

11/12/11 -- 2nd scheduled delivery. Again – Steve never showed up and never called.

11/14/11 -- installer (Steve) called me at 7:00/8:00 with no explanation and no apology. Wanted to let me know he would TRY to squeeze me in for Tuesday installation because Monday was already full. When I began to tell him that his service was less than satisfactory, he began yelling at me. He told me he was the only installer I could get, told me good luck, and hung up in my face!

About 15 minutes later, his supervisor (Roy) – not with an apology, but just to let me know another installer would be completing the job and they would have to let me know when.

I immediately called the Sears customer service line and filed a complaint. The woman on the phone took down all of the information and told me that someone would be calling me back in 24-48 hours in regards to my complaint – NO ONE EVER DID.

The customer service representative from Sears told me that the name of the installation company was MJ Feagley. Since no one from Sears ever called me back, I decided to just let another installer from this same company install the built-in oven and be done with all of this. But that didn’t work either. The installer who came out to the house was very nice and knowledgeable (we later found out, he was the owner).

The oven was the wrong size – too small! This after I’d given the Sears sales person the serial number on our previous oven and asked for the newer model to replace it. She assured me that the one she’d selected would fit. So, Brad installed the too-small oven and told us to call Sears and they would make it right.

11/16/11 -- I called Sears and was working on the exchange and purchase of new/correct oven and we were working on installation when the customer service computers went down. I know – unbelievable – right? She couldn’t finalize the transaction, and told me that someone would call me back in 24-48 hours to complete everything. NO ONE EVER DID.

11/17/11 -- 3rd scheduled delivery. I decided not to wait, and called the number back again on Thursday, the 17th. Only to be told that because the previous customer service representative had suspended my transaction and sent it to the remote desk (or something like that), that she didn’t have access to it and that no one there could help me – I would just have to wait for them to call me back. NO ONE EVER DID and my frustration is reaching a higher peak than I’d ever thought was possible.

11/22/11 -- I received an automated survey regarding my satisfaction with my new appliance, the delivery and installation of that said appliance, and Sears in general. Unbelievable! I gave my honest response along with a recorded note asking someone/anyone from Sears to call me. NO ONE EVER DID.

11/23/11 -- I received an automated call letting me know that my delivery was scheduled for Saturday, the26th – except when the computer recited my address, it was the WRONG address in the WRONG city!! A person quickly picked up my call and was able to correct the address.

11/26/11 -- 4th scheduled delivery. The exchange and installation was scheduled for 1:30 – 3:00. At 2:00 Claudelle called to ask if we had an oven installed. When I said ‘yes’, he said, ‘that could be a problem, let me call you back.’ Long story short, Claudelle was apparently not an installer and had planned on just dropping off the oven at our house – delivery only. What? So we told him to keep it – return it. Maybe they will call us?

I cannot even begin to express my disappointment and frustration at this entire experience with Sears. I have never in my life been so disenfranchised with a company and witnessed such a true disregard for any amount of customer service much less customer satisfaction. I am sure there is someone there at Sears who is interested in these basic principles of business, but I have not for the life of me been able to get in touch with them via any of the customer service numbers I have tried: 800-549-4505 and 877-878-3687.

Honestly, at this point I don’t even know what to do. I am frustrated beyond belief and not sure where to turn.

If you receive this and want to help, please contact me!!

Michelle W.

     
Read 10 RepliesAdd reply

User Replies:Close comments

Posted by DebtorBasher on 2011-11-26:
To get through to a live rep, call 800-469-4663 and press zero at each prompt, ignoring messages. But, be aware when calling that number, callers are having a hard time communicating because of a severe accent.
Posted by Venice09 on 2011-11-26:
It's true. Sears can get you to the point of no return.

There is a number for National Customer Service that I used to get results. If I can find it, I'll post it here.
Posted by trmn8r on 2011-11-26:
Wow, what a total nightmare. It was frustrating just reading about it, and hoping that the insanity would end. Good luck.
Posted by Anonymous on 2011-11-26:
I'd quit doing business with Sears. This runaround is becoming standard practice. Sears Care Social Media will be here shortly to do damage control. Maybe they can help.
Posted by At Your Service on 2011-11-26:
This is amazingly frustrating experience. The smartest thing you could have done is canceled the order when they weren't delivering it.

With that said, I think a great deal of the problem came when you didn't go directly into the store and work with an associate in getting the oven ordered. There's simply no accountability required when all you're doing is calling someone on the phone to get information about the model and size of oven. A serial number is almost meaningless to identifying a specific size of range. Sizing can vary from twenty-four, twenty-seven and thirty inch widths. Along with insuring the correct size, there's someone overlooking the delivery and installation thereof.
Posted by ok4now on 2011-11-27:
Here we go again with Sears. What you have endured from this failing, nonexistent customer service retailer will drive you to the point of insanity. You did everything right and still got screwed. This once great retailer is now on life support and the feeding tube needs to be pulled.

Their appliance division is the worst. Kenmore is now a substandard product with high complaints and poor customer service to fix it. Sears is now so desperate that they are advertising Kenmore with 25% off. Don't take the bait, you will be sorry. SearsCare will not help you. Then only do damage control.
Posted by Venice09 on 2011-11-27:
Exactly, ok4now. The point of my comment was that the OP did nothing wrong and yet they are still being second guessed. That's just wrong.
Posted by Anonymous on 2011-11-27:
Venice, I think there comes a point in time that we have to realize that some members will point the finger back at the OP regardless of how valid their complaint may be. They wont get it because they don't want to get it.

I disagree that a great part of the problem was that the OP didn't go into the store to place the order. The problem was that Sears failed this customer. If the OP needed to visit the store to place the order then the associate on the phone should have stated so. The fact that the order was taken should have been a good indication that the order could be fulfilled using that mode of communication.
Posted by ok4now on 2011-11-27:
JisCal1: Excellent point. What difference should it make if the customer goes into the store or not? I order numerous products over the internet and never set foot in the store. They always get it right. Sears failed because their customer service is horrible and the customer suffers. This is why I buy from Amazon. Great prices and selections, extraordinary customer service and no hassle returns. This is the benchmark of retailing.
Posted by SearsCare on 2011-11-30:
Dear michellewiest72,

I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. Please accept our sincerest apologies for the delivery and installation failure. Although we do make every effort to maintain our delivery route schedules, problems and long delivery calls can arise. It’s correct that our delivery team does the come to the home with the built-in oven; the installer has 24 to 48 hours to contact and set up an appointment for installation. We would like to have the opportunity to speak with you about this situation or even to follow up about your experience. My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (michellewiest72) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,


Robert B.
Social Media Moderator
Sears Social Media Support
Close commentsAdd reply

Glass Oven Door Defect
Posted by Vivmoms89 on 11/20/2011
CHICAGO, ILLINOIS -- During the night, while my son and I were in our bedrooms, the glass oven door on my Caloric Stove shattered all over the kitchen floor, there was no high winds or tornados outside, calm as it could be. When I called, I was given a run around, when did I buy it, they could not find the sale, it is an older stove, but well taken care of by two adults. NO OVEN DOOR SHOULD SHATTER LIKE THIS, EVEN IF IT WERE 100 YEARS OLD.
     
Read 20 RepliesAdd reply

User Replies:Close comments

Posted by Venice09 on 2011-11-20:
I agree that no oven door should shatter, but this is not the fault of Sears. You might want to contact Whirlpool.

http://www.whirlpool.com/contact-us/

The Caloric Company was sold to Amana in 1967. In 1965, the Raytheon company, a producer of microwave ovens, bought the Amana Company, which included the Caloric brand. Amana eventually ceased production of Caloric brand appliances in the early nineties. Maytag bought Amana in 2001 and both were acquired by Whirlpool in 2006.
Posted by At Your Service on 2011-11-20:
Personally, I haven't seen the Caloric brand sold in years and wouldn't be surprised if your range is several decades old -- which is probably why Sears couldn't find the purchase.

If it is rather old, as you've stated, what might you expect the retailer or manufacturer to do?
Posted by trmn8r on 2011-11-20:
"Amana eventually ceased production of Caloric brand appliances in the early nineties."

While I can appreciate that your appliance was well cared for, the fact of the matter is you did get many years of use from it. While you suggest that the door had a "defect", it is likely that any warranty you had on this unit has long expired and proving there was in fact a defect may be very difficult and/or impossible.

As suggested above, this is definitely not a Sears complaint.
Posted by Venice09 on 2011-11-20:
I don't think this a matter of the warranty or age of the stove. I think it's a matter of safety. The OP is concerned that the glass shattered all over the kitchen floor. That's why I suggested contacting the company to at least let them know.
Posted by Old Timer on 2011-11-20:
Agreed Venice. A stove glass door should not shatter or explode no matter what the age.

Found a few comments about the subject on Consumer Affairs:


The Caloric gas stove in our kitchen was in the house when we purchased the home. The house and everything in it was in tip top condition. We moved into the house in September of 2005 and have pretty much used the stove every day. About a two months ago, I was sleeping in the upstairs master bedroom when I heard what sounded like an explosion and I jumped up to find out what it was only to find the kitchen floor COVERED with black shattered glass from the Caloric Oven door. I was lucky not to have stepped onto the glass as I was barefoot at the time! AND I have pets (cats) - thankfully, none of them were harmed. This is NOT acceptable. Physical damage - stove door not in safe usable condition - need to purchase new one.

Susan of Garwood, NJ
Posted by Venice09 on 2011-11-20:
Nice find, OT. I wonder how many other incidents there were and why these stoves weren't recalled.
Posted by At Your Service on 2011-11-20:
With all respect, I somewhat disagree that this has anything to do with a brand or model. The sheer fact of brand means that it's at least twenty years old -- AT LEAST. There is no way one can really claim that a range that old is subject to show some sort of engineering flaw.

It's more probable that, after twenty plus years of opening and closing the door, the integrity of the glass was compromised. This is also in Chicago where temperatures fluctuate, allowing matter to continually expand and contract, making the glass finally break.
Posted by Venice09 on 2011-11-21:
Of course, this has to do with the brand and model. If what you are saying is true, all glass oven doors would shatter.

If this happened to me, I would at least contact the company to hear what they have to say. Nothing wrong with doing that.
Posted by Slimjim on 2011-11-22:
I don't see where anyone debates the door shouldn't break, but this stove has to be at least 20 years old, and I mean at least. The stove is 2-3 decades old! For goodness sake, this one DID last like the old days and still it's "defective"? How about we go with just plain worn out on this one?
Posted by swimjim on 2011-11-22:
at-your-service - best answer. +20
Posted by CowboyFan on 2011-11-22:
The glass apparently did what it was designed to do, it shattered. That indicates to me that it is safety glass, versus regular glass that would splinter. An oven door is subjected to tremendous temperature extremes between the inside and outside on a regular basis for years. People set things on top of their stove creating physical stresses to stove and its glass door. The glass door is opened and shut. Also, how many people level their stove regularly to make sure that structural stresses are not placed on the glass door by the stove being twisted or out of level.

The shattering of the glass is not a "defect," it is just the result of the glass reaching its maximum life and stress limit. I would look on e-bay to see if someone has a replacement glass if you want to replace it.
Posted by SearsCare on 2011-11-22:
Dear Vivmoms89:

Please accept our apologies for the glass door shattering on your Caloric Brand range. I certainly understand your concern that no one in your home be hurt by the glass that landed on your kitchen floor. We are concerned that the product quality of this range (even after 2 decades) caused the range glass to shatter. My name is Susan with Sears Social Media Escalations team. We wold like to speak with you further about this situation and help with a resolution.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Vivmoms89) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,


Susan R.
Social Media Moderator
Sears Social Media Support

Posted by Venice09 on 2011-11-22:
I strongly disagree with anyone who thinks it's acceptable for an oven glass door to shatter due to the age of the stove. Glass doors should not shatter. Apparently Sears agrees.

"We are concerned that the product quality of this range (even after 2 decades) caused the range glass to shatter."
Posted by jktshff1 on 2011-11-22:
+1000 V09
Posted by Venice09 on 2011-11-22:
I feel like I'm in the Twilight Zone, jkt. I can't believe anyone would think it's okay for an oven door to just shatter with no warning. That's insane!
Posted by madconsumer on 2011-11-22:
great advice AYS!!
+137
Posted by Venice09 on 2011-11-22:
What advice would that be, madconsumer?
Posted by AYS admirer on 2011-11-22:
100 madconsumer. I totally agree!
Posted by At Your Service on 2011-11-23:
:-)
Posted by AYS ADMIRER on 2011-11-23:
"the integrity of the glass was compromised" good observation AYS. I can see how that could happen after open and shutting for two decades.
Close commentsAdd reply

Awful Service on an Oven Purchased
Posted by Phillipio on 11/22/2010
MIDDLETOWN, NJ -, NEW JERSEY -- I put in an order from Sears an the delivery man from Sears told me to wait he needed to know if someone was home before he would deliver. I had been waiting quite a while for the delivery. He went down stairs to get the product while I waited. He came back and said the oven window was broken in pieces. He asked if I still wanted it like that. I looked at him like he was nuts. I said no and he asked if he could use the phone. I was shocked he did not have a cell phone, but I let him use it to call his boss. He explained the situation to his boss all the while he was sweating. He definitely did not look like he was capable of carrying or delivering the rather large Maytag oven. He did not even say he was sorry or any apologies to a Sears customer. He looked like he just wanted to rest and was waiting for a tip. I was looking at him thinking what terrible delivery service Sears has. I was very disappointed to say the least. He mentioned that he did not know when they could deliver another one and after seeing what happened on this delivery I quickly said I did not to reorder from Sears. It is terrible how Sears service and delivery is. You have to wait quite a long time and then get a big disappointment especially since I had ordered it for my mom and she was perplexed and unhappy about what had happened. Please do not order from Sears. Poor service and disappointed customers is no way to treat people
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by Alain on 2010-11-23:
Send an e-mail to Scott at smsupport@searshc.com
(got this from an earlier review)
They seem to be responsive to problems like this.
Posted by SearsCare on 2010-11-23:
Dear phillipio,

I'm Scott and I'm part of the Sears Social Media Support Team. I found your post here. I'm terribly sorry to learn of your range being delivered damaged and the ensuing trouble you encountered when trying to have the problem resolved. Although accidents do happen in transit, it is always Sears' goal to exceed your expectations with delivery. We'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition, include your screen name (phillipio) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Posted by trmn8r on 2010-11-23:
My guess is that Sears sells a high volume of appliances. It is hard to imagine exactly what caused the window to break, but it is unlikely that the delivery man did it through handling. Accidents happen, but he could have been nicer.

I would guess that the store would have to follow up with you after looking into availability. There should be a system in place to handle situations such as this.
Close commentsAdd reply


Sears couldn't fix my oven
Posted by Sears Sux on 05/04/2010
My home warranty service subcontracted with Sears to repair my oven, which wasn't heating. The first appointment on April 5th was for between 8 and 12...he showed at 12:30. He diagnosed the oven and order parts. He never told my wife that she needed to call Sears when the parts arrived, so they failed to show at the next appointment because we didn't call them and tell them the parts arrived at our house in the mail. In fact, he never said we would receive parts so we were surprised when we got them in the mail. Repairman returned (late again) on May 3, spent an hour on his cell phone waiting for back-up (like he was a cop or something), stayed for another hour, and left without even trying to install the part. He rescheduled for May 17th...A MONTH AND HALF AFTER THEY ORGINALLY CAME OUT. Here's the text of the e-mail from Sears after I complained (notice they gave me a phone number to call missing a number so I couldn't call....also, the text of my e-mails probably isn't approprite for this website):

Dear Sears Customer:
Thank you for contacting Sears Holdings with your recent concern. We appreciate hearing from you.
We truly apologize you have encountered this complication with our services. We can certainly see your frustration that we cannot offer you a sooner service appointment. We sincerely apologize for any inconvenience you have experienced as a result of this matter. We realize your need for sooner service and understand how important it is for you to get your oven fixed as soon as possible. Service appointments are scheduled in accordance with the service availability in your area. Unfortunately, we do not have the technician availability to schedule a sooner date. For these reasons, we are unable to offer you a sooner date for your service appointment.
Again, sincerely apologize that we did not deliver on your expectations with your recent experience with Sears Holdings. Please know that we appreciate your business and value you as a customer. By sharing your feedback, you have made it possible for us to address the issues with our service appointments. If we can be of additional assistance or you wish to discuss this matter further, please feel free to contact us by dialing 1-800-46-4663 at your earliest convenience.
We value your relationship with Sears, and hope that you will continue to make Sears Holdings your choice for quality and value. We appreciate your business and look forward to assisting you in the future.
Sincerely,
Samantha P.
Sears Holdings Corporation

I WILL NEVER, EVER USE SEARS FOR ANYTHING AGAIN EXCEPT THE BATHROOM WHEN MY KIDS ARE AT THE MALL AND I PROBABLY WON'T MAKE THEM FUSH THE COMODE.
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by Venice09 on 2010-05-04:
I realize you're upset, but sending emails that can't be posted here and making crude remarks about commodes is really not the way to get what you want.
Posted by tnchuck100 on 2010-05-04:
Here is the complete phone number: 1-800-469-4663

Once you get through this disaster with them, which is typical, you need to find local appliance repair people. They will appreciate your business far more than Sears will.

You see how Sears feels about servicing your needs. Eloquent words than essential translate to one word: Tough!
Posted by SearsCare on 2010-05-06:
To Sears Sux,
I found this post and I wanted to reach out and express our concern for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is because all the technicians in your area that are range certified are booked solid until then. You should have been advised of the next steps and for that lack of communication, I am very sorry. Of course, this is not an excuse, just an explanation. That being said, of course, we can’t have you waiting another two weeks for the service you should have had. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. We can get you on a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Sears Sux) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Posted by skelly39 on 2010-05-06:
That's nice that Brian responded and can now get you a closer service date. I just wonder how this new date "magically" appeared. Good luck.
Close commentsAdd reply

Very Bad Customer Service
Posted by Gergalv on 05/02/2010
LA JOLLA, CALIFORNIA -- I bought a wall oven from Sears La Jolla CA and paid for installation and delivery plus the cost of whatever cutting the cabinet needed. I adjusted our personal schedules so we can be at home when the technician arrives.

I received a phone call on the day itself rather than the promised two to three days before arrival. When he arrived, he did not have the tools necessary because the service order did not indicate that cabinet cutting was involved. I showed him the receipt which clearly stated the job request. He stated that it was not in the service order. I called Sears La Jolla and was told that I will receive a call from the service manager. I never received a call.

This clearly shows that Sears has become too big to care for their customers. Low professional standards and even lower courtesy and customer service.
Read Company Response
Company Response on 05/04/2010:
To gergalv,
My name is Shayne and I’m part of the Sears Cares Escalations team. I’m sorry to hear that the install of your new wall oven did not go well. Our team would like the chance to look into this and see what we can do to assist you. At your convenience, please contact my office via email at searscares@searshc.com. In the email, please provide a contact phone number and the phone number the wall oven was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (gergalv) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Shayne W.
Senior Case Manager
Sears Cares
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by SearsCare on 2010-05-04:
To gergalv,
My name is Shayne and I’m part of the Sears Cares Escalations team. I’m sorry to hear that the install of your new wall oven did not go well. Our team would like the chance to look into this and see what we can do to assist you. At your convenience, please contact my office via email at searscares@searshc.com. In the email, please provide a contact phone number and the phone number the wall oven was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (gergalv) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Close commentsAdd reply

Top of Page | Next Page >