GREENVILLE, NORTH CAROLINA -- I purchased a toaster oven for my mother-in-law in May. I didn't buy the extended warranty because it had a 2 yr replacement warranty. Five months later, the timer will not shut off the oven. The oven smells like electrical burn. I didn't have my receipt, but it's a Kenmore, so I thought they would stand behind their brand.
I also thought they would have record of the purchase since I could supply the debit card number, the name, the date, and the exact amount. WRONG. They will not do ANYTHING without the receipt and they have no record of the purchase. I made an additional purchase at the same store 2 weeks ago and they have no record of that purchase either!!! I've made my last purchase at Sears!
GEORGIA -- I hate being treated like this. Our electric oven quit working and the Sears technician told my wife that it needed both upper and lower heating elements and a thermostat and it would cost $600. Well the oven was old so she declined the repair. I was resigned to the fact that the oven needed to be replaced. Then our clothes dryer quit so we called another appliance repair company. The technician fixed our clothes dryer so my wife asked him to take a quick look at our oven. Yes - it needed a lower element. Yes - he had the part on his truck. Yes - it got fixed for $125 (labor and material).
Two calls to Sears to complain about this and no luck getting anything but a smug dismissal. Per Sears they must rely on the professional judgment of their technician in these matters. What about the plain fact that the Sears technician tried to oversell the job and then extracted $129 cash from me for nothing but bad advice. I looked on the internet and the lower element part is only about $30.
Apparently Sears does not actually do appliance repair. Their business plan (scam) is simply to rip off the customer - so what if the customer complains - just move on to the next sucker. After reading some of the other Sears complaints I actually feel lucky since I was only ripped off $129. Others have done much worse.
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 tornadoes 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.
OHIO -- We purchased a refrigerator and stove. When asked if they came if they hook up the ice maker/water unit, they said, "yes". The delivery team would not hook up. Also, they unpacked NOTHING! They left all the packing materials in the refrig, and stove. Also all the packing on the outside. Basically, the install was to plug it in. I can do that! They left behind one large box and a wood pallet for us to dispose of. Thanks for nothing. Their service IS NOT GOOD!
FRESNO, CALIFORNIA -- We made an appointment with Sears on 11-16-08 to get our oven repaired. They came out on the 26th just so they can tell us they do not do repairs on Viking ovens. What???????? I thought they could repair all major appliances. I guess not. Now tomorrow is Thanksgiving and I have NO oven. Why did they not tell us when we made our appointment that they do NOT survice Vikings and that way we would have found someone else that does. Sorry to say they wasted our time and the service man that came out. You guys are sad!!
The Sears store in Norwich NY is closing. I went in there to purchase a wall oven. They had the one I wanted out, and available for sale. I asked one of the workers to purchase it. He took the tag off of it, and proceeded to ring it up. The stainless one did not come up in the system (that is the one on the floor,and the one that I wanted), but the white and the black ones were in the system, however the store did not have either of them in stock.
The salesperson said that he could not sell it to me, that he would have to destroy it, and proceeded to get the hand cart to take it to the back. I said that I had cash, and wanted to purchase it, and they could just put it in my car. He said NO, and that I could not purchase this, and put it in the back. I have called customer service, and many other Sears numbers, all for nothing... the store is closing 10/24/08... Please Help!!
DENVER, COLORADO -- I think that I have the same stove and same problem as the person that wrote in earlier about the 30" Stainless Kenmore. I can't clean the interior glass and things have dripped in there. The stove is two years old and works great but that oven window is an eyesore. Also, mine is a ceramic top stove. About a year ago I had a burn on high heat and a piece of foil covering the top of a pot on that burner. When moving the pan the foil touched the burner. It 'melted' on the burner and I have never been able to get it clean. I have tried the ceramic top cleaners and razor blades... nothing works. So be warned - don't let aluminum foil touch a hot ceramic burner!
FAIRFAX, VIRGINIA -- I bought this Microwave Oven along with extended Warranty last October. It is broken in August 2007 (this is actually the 1 year manufacturers guarantee period). I called them immediately and they said someone will call and schedule an appointment to get it repaired but no one called. After repeated calls and escalations end of September a very nice technician showed up and said it needs some part that might needed to be ordered. It is over six weeks now and I am still calling Sears every week and no one is able to give a status. How can an American family survive 3 months without a Microwave?
We trusted and bought Sears products over the time but Sears harassed us to buy the extended warranty on every gadget that we bought with them and said they have 90 days to do so. They did not extend the same service when needed. This will be the last of my Sears purchase. We learned our lesson and very dissatisfied with the level of service.
CALIFORNIA -- Scheduled repair several days ago for wall oven covered by home warranty (yet another part of this nightmare lasting more than six weeks already) for today, between 8 and 12. 8am the phone rings, it's SEARS automated calling system confirming my repair between 1 and 5. Called the 800 number, put on hold for 20 minutes while forced to listen to their continual advertising bestowed upon me by a sickeningly sweet voice with a smile in it - until finally a sort-of 'real' person picks up. Tell my tale of woe, she puts me on hold again after saying 'all the calls today are in the ____ area (where I live), let me see if I can switch something.'
After another 10 minutes, a different sort-of 'real' person' picks up, have to relate my tale of woe all over again only to be told, sorry, no can do - your only choice is to have service between 1 and 5, or reschedule. When I asked if that's the best they can do? The reply was that service scheduled between 8 and 12 usually gets bumped to 1 and 5 because there are more calls for the morning. If you schedule between 1 and 5, they show up between 1 and 5.
I should have been informed of that little-known fact when I first called. BTW, I haven't purchased anything from SEARS in YEARS, happens this oven came with the unit I just bought. I N-E-V-E-R BUY FROM SEARS - For me ~ SEARS CREATES FEARS and LEAVES ME IN TEARS every time.
MIAMI, FLORIDA -- Do not use Sears repair! They had 2 consecutive days of no show, and all they had were excuses. They were polite on the phone, but they did not offer any compensation for 2 wasted days. The best way to deal with them is go to their competition. I am a long time Sears customer, but as of today, I will no longer buy anything from Sears.