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Lemon Maytag Range from Sears
Posted by Ksharde on 02/03/2004
AMARILLO, TEXAS -- This range is the biggest health and Safety hazard there is. Sears has tried correcting the problems, but to no avale. Now they will not do anything to stop the problem. We have the protection policy on this range that we paid for $250.00. They came to my home in December 2002 to try to repair the burners not burning correctly, propane smell in the house and a loud pop from burners and range. They returned in January 2003, the technician tightened the orifice and broke it. Another was ordered and put on the next week. So I was without a range for a week, but that wasn't too bad. They did the repair and the smell and noise are still there. They returned again a month or so later, still unfixable. They returned and replaced the electronic clock, replaced another orifice and regulator. Still problems. Now everytime I call for correction of problems, they would say we only show 1 service or 2 service calls. They returned in the fall. I've had 3 different service tech's they all agreed something was wrong with this range, it was not converting to propane the way it should. They replaced the regulator in the fall, in December and again in January 2004. I would call and still Sears would say they only show 1 or 2 service calls replacing parts, their computers can't see back that far. I called the service department again to get it fixed, took off work early again and nobody showed up. The next week I had called again. The service tech left a message to call the Lemon replacement. I did and filed a complaint. I was told I would hear from someone in 48 hours. No one called. I called today the customer service department. They said they would not replace the range, due to that (popping, propane smell, blackened pots and pans, etc.) being normal. I asked the operator if smelling propane was normal? I wouldn't whif gasoline or propane. I then called the lemon replacement again. The filed a second complaint, not showing any complaint previous, and said I would hear from someone in 48 hours. I told them it's a repeat. I just want this thing fixed or replaced, my pot & pans have black on the bottom , it smells of propane and still makes the loud pops. I never had this problem with my old range that was on propane. Does anyone know who can be contacted higher up with Maytag or Sears? So much for a service plan or a nice new Maytag range.

     
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Posted by Submatey on 2004-03-25:
After reading the Sears & Maytag problems, I decided to delay accepting the new Maytag gas range I ordered from Sears until I find out how this customers problem was resolved by Sears.
Posted by JCRichfarms on 2004-03-28:
The smartest thing you could do is go back to Sears and select another brand of stove. Stay away from Maytag appliances. Another unhappy consumer.
Posted by grmarvin on 2004-04-08:
Call Maytag head quarters in Newton. Check out a web-site called "That Home Site" do a search for Maytag. Someone once listed a toll free number for Newton IA. Or write a letter to the president. People have gotten favorable responses that way.
Posted by TKP on 2004-05-07:
I have several friends who have these ranges -- they love them. I would ask my propane provider if they have 'sniffing' equipment. The source of your propane smell should be pinpointed and the problem should be fixed immediately. Anytime something is converted to propane and there is a problem. . .well, you always have to look closely at that conversion. If an incompetent did it. . .black on pan bottoms sounds like it's just not adjusted right. I think Sears is giving you the run around! Sorry to hear it!
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Appliance defect and repair service
Posted by Former Loyal Customer on 05/19/2007
Seventeen months ago my husband and I purchased a new Kenmore Range. I had purchased Kenmore products previously and was always impressed with the quality of the appliances and durability. Two months ago, while my son was trying to remove an item from the hot stove, the handle on the door fell off, the door separated into two parts and the glass in between these parts shattered on the floor. While his injuries, fortunately were minor, the response and resolution and even repair to this product has been nothing less than frustrating. I first attempted to contact Sears to inquire about the door to see if the part was faulty, had been recalled or to see if I could get support. After several days and many many phone calls to one number after another, and promises to have someone return my calls I decided that I would have the oven door repaired as it is unusable and then re-attempt to contact someone within the organization regarding this part. (At one point I even had had a service representative tell me that this was "normal wear and tear" of this product.

When I scheduled the service technician to come to the house, he admitted that the part was faulty, that the only thing holding the entire oven door together was the door handle, and that the screws for the door handle were housed in plastic. This design has now been changed to a metal housing. I was charged $258 for service and new parts, the parts were ordered and another call was rescheduled to install these parts.

When the technician arrived a few weeks later to install the parts, he found that he didn't order the correct parts, so parts were again ordered and now another service call was scheduled. That call was to have occurred today.
Yesterday evening however, a representative called the house - spoke to my son (a child) and relayed a message. Since children do not relay messages correctly, he was unsure of what they told him, so I called Sears to see what time they were going to arrive for the service call. When I called the automated number, I was given the information that my service call was now scheduled for a day next week, and not today.

I called to speak to someone, was again, given several people to speak to, was never told why a service rep would relay information to a child and was just told that my call was rescheduled for next week.

Next weeks service call will be the fourth time that I or my husband will have to make arrangements with work to be available for this call - all for the wonderful price of $258 for a repair of a design flaw which potentially could have caused great injury.

My level of frustration with Sears and its representatives is so high, not only would I never purchase another Kenmore product, I would also highly advise anyone reading this to also do the same.

Irene
     
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Posted by Anonymous on 2007-05-19:
Products these days are just thrown together quickly.For example,a Maytag range door handle used to be strong and well built,these days there are two screws holding it in place.The screws just screw into plastic,no threads,no metal.

I dont know if its the high costs of doing business in the US,or that major corporations are just greedy.I belive its both.
Posted by Anonymous on 2007-05-19:
I agree with number1svc - seems you have genuine insight.
Posted by dfields on 2007-05-20:
people have also been complaining about kenmore dishwashers. another product with a faulty design.
Posted by KARI78 on 2008-10-20:
I had this exact problem happen my husband went to open the stove door, the handle fell off, and the glass shattered, when I called Kenmore they responded that there has been no recall on my range, and this was the first that they've heard of the problem.
Posted by beccaw on 2008-12-21:
I've had this same problem twice in the past year with my Kenmore range. Sears has not been helpful at all, saying that my appliance is no longer under warranty. This happened again today. The oven was set at 425 degrees. I burned my hand during the accident. One day somebody is going to get seriously hurt, and then maybe somebody will care enough to fix the issue.
Posted by Gavinsmom on 2009-02-16:
We have also had this same issue and it is now been two months of dealing with Sears to get this resolved. The stainless steel range design is faulty and the replacements parts have been modified due to this issue. I urge everyone to contact the Consumer Product Safety Commision at www.cpsc.gov and file a complaint to get this oven recalled.
Posted by myinbox125 on 2011-08-06:
Just today experience the poor technical service handling of Sears Kenmore. Never again will I buy from Kenmore!!!
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Letter to Sears - Do Not Buy Their Products!
Posted by JJplays on 04/17/2008
MINNESOTA -- Community Relations
Improving Lives and Strengthening Communities

For most homeowners, especially those struggling to make ends meet, maintaining a home and a family may be a difficult challenge. That is why Sears Holdings is partnering with Rebuilding Together, an organization dedicated to preserving and revitalizing homes and communities. Our mutual goal is to help low-income homeowners, ranging from the elderly and disabled to families with children, live in warmth, safety, and independence. This is just one of the many ways in which Sears Holdings is improving lives and strengthening communities.

I read this piece when looking up information regarding Sears Headquarters. I wanted to comment on this.

We have a family of six and struggle to make ends meet. We were fortunate enough a couple of years ago to have saved enough money before my son's surgeries and other medical issues to purchase a brand new gas-burning stove (Kenmore brand) from our local Sears store along with a brand new water heater. I did not purchase the extended warranty, because I was brought up on Sears products and they have lasted for years. One year and four months after we made our purchases, our stove stopped working. While the burners on top work, the rest of it does not. We were told it was not covered under warranty and we would have to pay a technician to come and look at it. When I was quoted a price, I told the person it would cost almost as much to buy another brand new stove as to have someone come out and look at our stove and fix a small part, let alone find a bigger problem. She agreed. I received no further help. We researched online and put in the problem codes given by the computer in our stove. We purchased both items listed as potential problems. This has cost us about 150.00 alone. It still does not work. Two months ago, our brand new water heater stopped working. Sears would not help. The Austin Utilities Company, however, came out and serviced it for free. I have been so incredibly disappointed in the product, lack of backing or support or even direction. We CANNOT possibly afford to buy another stove. You have no idea what it is like to be in this position. I read about how your company does so much for the communities etc., and I find that we do not experience any of what you lead people to believe. The third time we called Sears here in town was the last, as the person hung up on me. I will not recommend your product to anyone. I have since learned there are others with the exact same stove, exact same problems occurring within nearly the same amount of time and nothing has been looked into or recalled. I found your site difficult, at best, to navigate in identifying where to send my comments to. Sadly, I believe I will likely not hear anything and this letter will simply be tossed aside. I have, however, begun taking steps to gather my documented information that will eventually be provided to the better business bureau.

I regret to say that Sears is no longer a brand name that I trust or would ever recommend to anyone.

Sincerely,

Jennifer Johnson
     
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Posted by tander on 2008-04-17:
K-mart bought out Sears, so that should tell you right there what kind of service your going to get.
Posted by Mario The Great on 2008-04-17:
Thanks Tander. You proved my point exactly. What good does your comment do for this person? Whirlpool bought out Maytag, Amana, Jenn-Air, Admiral, Roper and many others. Edward Lampert owns 38-42% of Home Depot, so does that make Home Depot suck? Warren Buffet owns billions of dollars in virtually everything. Guess they suck too. How did you get a star?
Posted by tander on 2008-04-17:
You obviously never shopped at K-mart before. Oh and didn't write the post for you so that's the point, if you don't like then don't read.
Posted by tander on 2008-04-17:
I know why you don't have a star..lol
Posted by qualityappliance on 2008-04-17:
If the range was manufactured by Whirlpool you still may have a chance, as they are beginning to get fed up with the complaints regarding the non-service of Sears/A&E.

F2 error would be my guess as it is pretty common and relates to a keypad error. If it were not a Sears branded appliance it would most likely have a 5 year warranty on the electronic components.

Mario, Roper has been a Whirlpool brand forever, and Lampert and Buffett are fund manangers, they do not personally own or control any of the companies in the fund.
Posted by Mario The Great on 2008-04-17:
QA, isn't Lampert the chairman of SHC? He's the one that A. Lewis reported to. That would make him the owner of SHC? And I was being sarcastic about the other things. I'm still trying to figure out how he got a star for being a whiner. :)
Posted by tander on 2008-04-17:
The only whiner I see is you, whining about me!
Posted by Mario The Great on 2008-04-18:
boo hoo - lemme call 1-800-waaaaaaaambulance
Posted by Anonymous on 2008-04-18:
Mario
You are unhelpful , you get way off the track.
Your posts are full of black holes.
Posted by Mrs. Fantastic on 2008-04-18:
I don't understand why this review is on Sears? Your stove wasn't manufactured by Sears. It's Whirlpool. Perhaps you should write a review on Whirlpool and their lack of warranty and quality. Sears will enforce and support the warranty from the manufacturer. And Whirlpool's is obviously only one year. Stores can't afford to service products that were poorly made by manufacturers. That's how they almost went out of business the first time around.
Posted by Anonymous on 2008-04-18:
fantastic
I thing your missing the point. The appliance was manufactured for sears and sold by sears under the brand name kenmore. you get a one year warranty from sears.
Posted by hello dolly on 2008-04-18:
I think the point being missed is that this poster is financially strapped and believes because Sears promotes it's commitment to the community that the out of warranty product should be fixed for FREE.

As for the quality of Sears repairs I don't see any of you fine repair folks on here offering to provide the service for FREE that you require Sears to provide.

As usual right on Mario - no matter who you buy from you will ultimately need repairs and if your answer is "I'll never buy from them again" save yourself the bother and just cook over an open fire in the yard !!
Posted by tander on 2008-04-18:
Mario works for Sears, that explains it all..lol
Posted by Anonymous on 2008-04-19:
so does hello dolly
Posted by Slimjim on 2008-04-19:
I see nothing wrong with dolly's or Mario's posts, whether they work for Sears or not. Jennifer did not buy the extended warranty, therefor the service is not covered. While I sympathize with people struggling form paycheck to paycheck, you just can't proclaim yourself a charitable cause and come on the internet complaining because a company did not support you at your request. What I would suggest to Jennifer is to buy a used unit right now. Check with a few local independents. They may have one they took back and may do you a deal and work out a swap or something helpful on those lines.
Posted by Anonymous on 2008-04-19:
In my community, you can buy inexpensive home appliance warranties through your utility companies - say your electric company. If that is possible, you can sign up - you can't apply for the "coverage" for a month or so, but if you can live without the oven for awhile you can have it repaired at a fraction of the cost of having old lonely come out.
Posted by nana903 on 2008-07-17:
Sad but true Jennifer, Sears and the Kenmore name are no good anymore. Like you, we have purchased several Kenmore appliances within a month our stove was making loud noises, a technician came out replaced a part and told me to call the gas company. The gas company came out and told us that we had a defective appliance. I called Sears back - a technician came out, wrote a report to replace the stove, I went back to the store where we purchased and we are still waiting for Sears to stand behind their product. We are now over 2 years of waiting...sad to say this is with the 5-year warranty purchased. I WILL NEVER PURCHASE ANOTHER KENMORE PRODUCT and I WARN anyone I know not to purchase them either. With or without the warranty they do not stand behind their products. Maybe this is why SEARS it not SEARS anymore but owned by K-MART.
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Stove Delivered on Monday - Still Not Installed on Saturday!
Posted by Avb on 12/10/2013
FAIRLESS HILL AND CORPORATE, PENNSYLVANIA -- On Sunday, December 1, 2013, I bought a gas stove from my local Sears on Oxford Valley Rd., Fairless Hills, PA. The salesman (Tom) sold us the stove with conversion and installation services which he said the delivery guys would perform when they arrived. The delivery guys said that a technician installs the stoves and we needed to call the 800 number. Since that day, I have been on the phone with Tom, his manager, 1-800-497-4402, and the Installation Solutions team. Each day I was told a different story, was told of another 24 hour delay, promised a different installation date and finally..today..was given an installation date of tomorrow. I spoke with the installer to arrange a time and he informed me that he was not qualified to convert and install a propane stove.

So, it’s Friday and I not only have no stove, I have a brand new, unusable one sitting in my kitchen. I called Installation Solutions and was told (again) that this would be escalated to an emergency and an installer would call me.

The salesman promised to pay for the installation if I found a local installer to do it. I finally did find a local installer but Tom is now refusing to pay saying that he already paid Sears to install it. However, Sears can’t install it and his payment will be refunded to him.

Tom’s store manager, Bill, is not helpful, not apologetic and is frankly snide.

Don't waste your time writing to the person who pleas with you to write before you post a complaint ('smadvisor@searshc.com'). They don't even answer you!
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Company Response on :
Avb,
We thank for taking the time to let us know about this situation regarding your gas stove. My name is Liz and I am a member of the Sears Cares Escalations team. We can truly understand how important it is to have your stove installed in a timely manner. We would be happy to connect you with one of our dedicated case managers to assist you and address your installation concerns. Please send the following information – contact #, screen name (avb), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
     
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Posted by avb on 2013-12-12:
Liz R, Because of the plea Sears put up on this website to please contact us before putting up a negative review, I emailed Sears on 12/6/13. It took 6 days to get even an email response from you.
I paid an outside installer to install the stove. Sears can no longer help me. I will never buy another thing from Sears...not even a dust pan.
Your reply is WAY too little, too late.
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Customer Service Fail
Posted by Debmccus on 11/06/2013
SALEM, NEW HAMPSHIRE -- We purchased a gas range from Sears over the phone and set up a date for delivery based on when we could get the gas company to connect it. The associate who took the order was supposed to email a receipt - never got it. The stove was delivered the day before it was to be connected - the connection kit was missing even though the delivery team insisted it was there - I finally proved that it was missing. They left without fully unpacking or inspecting the stove. Then I noticed that the stove plug was smashed so it couldn't be plugged in. I made several calls, but after being disconnected twice, I finally got a manager's name to call the next day.

The next morning a new delivery person came to bring the missing part. He looked at the stove and called the installation dept and ordered a replacement to be delivered the next morning so I could have it hooked up. No email or call about the delivery time happened, so I again went thru several people to find that they didn't have the stove in stock and couldn't have one until a week later. At that point I ordered it from Home Depot and got a refund after talking with 8 people and having to tell each one the same story even though each time I was transferred the person assured me that the next person would already know what we had discussed!!!

The story doesn't end there. I also ordered a hood recirculating fan - but it wasn't delivered even though I had confirmed delivery on it the week prior. After being forwarded a number of times, I got an "appliance advocate" who "would solve my problem". His solution was to give me the name and number of a company Sears sub-contracted to install the hood. After several calls to them, I got the hood.

After talking with 25 Sears people during this process, I will never buy from Sears again.
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Company Response on :
Hello debmccus,

Thank you for bringing what you have experienced with your gas range and hood purchase and installation to our attention, we understand how what you encounter has caused you to be agitated and dissatisfied with the product and services provided. For many years Sears has endeavored to provide high quality products and services, we see that in your situation we have let you down. My name is Brian and I am a member of the Sears Cares Social Media Support team. Upon reading your post, I am reaching out to offer further assistance. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (debmccus), to smadvisor@searshc.com and a case manager will contact you directly. Again, thank you for taking time to post and we look forward to speaking with you soon.

Thank you,

Brian L.
Social Media Moderator
Sears Social Media Support
     
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Posted by ok4now on 2013-11-08:
Another nail in the coffin for Sears.
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Terrible Experience With Defective Stove
Posted by Wohrle on 06/04/2013
We received our range defective and should have insisted on replacement. After 60 days you have to pay a 15% restocking fee which would be over $400. We worked with Sears & A&E to try to have it replaced. After sitting on hold with Sears for over 2 hours on two separate occasions I finally called A&E and they took care of me and waived all fees. They showed customer service when Sears did not.
     
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Posted by FoDaddy on 2013-06-04:
I would think that the stove would be under some kind of warranty. Was that option pursued?
Posted by Sears Cares on 2013-06-04:
wohrle,

Hi, my name is Brian with the Sears Cares team. We're sorry to hear you had such a bad experience with your range. I can certainly understand your frustration with purchasing a new product only to have it not work and then have even more trouble getting the assistance you needed. We'd like to speak with you so we can address the problem that caused your frustration and assist you as well. Please send the following information – contact #, screen name (wohrle) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any inconvenience and we look forward to speaking with you soon.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
Posted by SearsCare on 2013-06-04:
Dear wohrle,
We apologize for the frustrating experience with your range replacement. We can understand the disappointment with long hold times to have your concerns addressed. We also understand the importance of our business partners to set expectations and follow through to satisfy you as our customer. We would like to connect you with a case manager from our executive offices to research your experience and move forward to improve our services. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the range was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (wohrle) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Christine R.
Social Media Moderator
Sears Social Media Support
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Gas Range
Posted by Idmtman on 06/06/2012
ONLINE, IDAHO -- We purchased a new stainless 30" freestanding gas range from Sears online, along with five other appliances. We needed the range converted to propane and were told by Sears that their installer could not do that and that we would need to hire a local technician. Our gas company provided the names of several techs and we had him convert the range, with the provided parts, to propane and install it. From the beginning we smelled gas and the tech returned to check his work which was fine so we called the gas company who came in and found a gas leaking into the oven because of a defective control mechanism. In addition, we found that the anti-tip part was missing.

Since the range is only a few days old and hadn't been used the warranty was still effective so we called Sears to send out a repair technician. They said it would take a week because their repair tech only comes to our community once per week. They indicated they could repair or exchange it. The exchange would take three weeks and then would need to be converted so we opted for repair. Interestingly, we had a dishwasher and range hood installed by Sears and the installer said he is capable of converting and installing gas ranges.

There is likely a better than 50/50 chance that the tech will come in a week but have to order parts. In the meantime we are without a method of cooking food. It took us four (4) phone calls and a chat to get this far. What really gripes me is Sear's callous attitude about making this right. Perhaps we should have gone elsewhere. Four years ago we purchased four appliances from Sears and the refrigerator was defective and needed to be replaced. That is 2 of 9 appliances defective or 22%. What kind of quality control is that. And then we are informed we won't get the anti-tip part for another two weeks even after the installation instructions warn about the dangers of tipping. I guess it doesn't matter if the range doesn't work anyway...

We will never do business with Sears again.
     
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Posted by trmn8r on 2012-06-06:
This is a hard one to "make right". I understand this is very inconvenient, but this is the state of warranty repair these days. You could likely do better to buy from a local appliance store. They could do everything (converting is easy - a novice can do it with a kit and instructions) and give you more timely service.

Good luck.
Posted by Steve-n-NorCal on 2012-06-06:
I'll have to agree with trmn8r.
Posted by idmtman on 2012-06-07:
Good point trmn8. We agree that we should have bought at a store unfortunately, it wasn't convenient at the time. We've learned our lesson.
Posted by SearsCare on 2012-07-17:
My name is Tony and I am with the Sears Social Media escalations department. I am truly sorry to hear about the troubles that you all have been experiencing with your recently purchased range. I can completely understand your frustrations with the delays that you folks have encountered with part as well as service.
At this point in time, we would appreciate the opportunity to step in and be your one point of contact within Sears to get this matter resolved in a timely fashion. There is no reason for you to make any more calls, we would be more than happy to call you and work on your behalf to ensure your satisfaction.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (idmtman) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,

Tony T.
Posted by John in Washington State on 2013-09-13:
Well, we did just buy a gas stove with lp conversion kit from our local Sears store, not online. The local salesman assured us that the Sears installers would install the stove with the conversion kit. When the the stove was delivered, however, we were told that this was NOT the case, and we were left with a stove that was unconnected and therefore unusable. Multiple phone calls later, including to our local Sears store, and we were given inconsistent answers, even by the store manager as to whether Sears installers can install stoves using their lp conversion kit. We were not helped at all by Sears, and we couldn't even get a straight answer to the simple question of whether Sears could install what they sold us. Thankfully, we were able to locate someone who could install the stove through our propane distributor, and we only had to go a day without our stove. Sears clearly needs to get their act together when it comes to installing stoves with lp conversion kits. When sales people, store managers, and customer service people don't know what they are talking about, that's a problem. As it is I had to take a lot of time out of my workday to try to resolve this problem. Suffice to say, I don't plan on buying an appliance at Sears again--and I'm going to warn all of my friends and family.
Posted by SearsCare on 2013-09-13:
My name is Liz and I am a part of the Sears Social Media Support team. I saw your comment today and wanted to reach out to your to offer our assistance. We are very sorry to hear that you had such a disappointing experience with the installation of your stove and conversion kit. Please be assured that this certainly is not the level of service we strive to provide our customers. From your post we can see that we certainly have let you down. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the stove was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (John in Washington State) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Posted by MDSISTA2 on 2013-09-30:
I just had the same thing happen to me. We paid Sears to install today -- my new stove is not hooked up and I have to pay the local propane company $110 to do what Sears was SUPPOSED (and paid) to do. This has been the last straw to a very very disappointing order for a stove and a dishwasher, that should have been a happy experience. Sears customer service has actually brought me to tears on countless occasions and I have now missed work two days -- and will have to miss another tomorrow to make my new range usable. Meanwhile -- no dinner for my family tonight! I would love to find someone who cares enough to research all of the events that have led me to post this -- as well as all the other posts that I plan to make.
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Sears Does Not Stand Behind Customer Service
Posted by Kencavil on 06/04/2012
MEMPHIS, TENNESSEE -- My husband and I went to Sears to purchase a stove, above the stove microwave, twin mattress, and a air conditioner. We were moving into a new house and I did like to buy these items at Sear, because I have never had any trouble at Sears. We asked to have these things delivered except for the mattress and they told us the date when the items would be delivered. We asked for no installation for the microwave because we had a Contractor who was suppose to come on the same day to do other things in the house. We scheduled him to come on the date that Sears gave us in order to have him install all of the things we bought. On the day that Sears gave us the items were delivered and Sears left.

When the Contractor opened the microwave box one side of it was caved in it looked like someone had dropped it. We called Sears and they said that they would bring another one the next day. We asked them if they were going to pay for the installation, because if we had the Contractor to come back out it would cost us additional money to install the microwave. They kept saying that we did not pay for installation. This is when the problem started. Sears kept transferring us from one Employee to another. After we couldn't get to someone with knowledge to understand and correct the problem that Sears created. Finally after spending all day going from one to another my husband went back to store and they told him that we could let our Contractor install it and we were to send Sears a invoice and they would have a refund within two days.

After getting the microwave installed my husband called Sears to make sure that we had the correct address to send the Invoice to 333 Beverly Road Hoffmen Mail stop RR Estate Ill. 60179 they gave us a claim # 123961. This is when my next nightmare began. After days of calling we ended at a person that said Sears can not refund us the 165.00 that we spent to correct a problem they could only give us a 50.00 gift card. After being lied to for days and days this person stated that our claim number was not from Sears. I hope that Sears is proud of what your Employees did to us for $ 165.00. You have lost a good customer.

I talked to my Attorney and he told me that he would handle this but my cost would be 500.00. In the past I have paid him to deal with matters as this for the principal only. T will never shop at Sears again, my children, my grandchildren, friends, Employees, and anyone else.
     
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Posted by SearsCare on 2012-06-04:
Dear kencavil,

We regret to hear that after being a satisfied customer result from positive experiences that you are now discouraged to continue with Sears. My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have just come across your post and wanted to reach out. We are very sorry that your microwave was damaged at the time you were ready to have it installed, we know this must have been an inconvenience. Our agents were correct in saying that they were not able to assist in a refund for an installation that we did not have on our records. We are especially sorry for the confusion surrounding the invoice and claim number for the final installation. We do value you as a Sears customer and would like to speak with you further and go over the options we have to see this is turned into a positive experience. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the microwave was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name ”kencavil” 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 raven2010 on 2012-06-04:
Ken, based on reviews I see here and other consumer websites Sears is HORRIBLE at aftercare. I'm sorry you are dealing with such incompetence.
Posted by jktshff1 on 2012-06-04:
+100 raven
Posted by Buddy01 on 2012-06-05:
They need to get rid of A & E and get a better company.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Warranty not worth it
Posted by Jst81 on 05/08/2012
HAYWARD, CALIFORNIA -- Sunday we noitcied part of oven has actually melted inside door and knobs while on self clean, not to mention scorched the faceplate where knobs are, Today Sears repair man under our so called Master protect warranty comes out and says he'll order parts to repair the melted items, ok, but what caused it, his response "I don't know, not really sure, but do not use it as more plastic will melt and will cause poisionous fumes that could kill you and family" So Sears is going to have this idiot order parts for oven that he's not sure whats wrong with. So guess Sears will be back out by end of month because if not fixing what went wrong the next time I use self clean guess what more melted parts ? who knows maybe Sears will be buying me a new home when it burns down from faulty oven, just hope we're not home when that happens. or my family dies from poisionous burning plastic fumes,, Sears will be liable for all costs and more then! and wish they just replaced a less than 3 yr old oven that now how shown it doesn't work properly, causing a serious if not fatal health safety issue for my family
Not to mention for next 10-12 days my family will be w/o an oven, I called and spoke to lady with warranty dept, she said we can get a rental, only problem the rental places in our area takes 4-6 weeks to get a gas range, ( what we currently have), so now I guess we go without until repairs can be made?
Screw Sears, worst warranty ever bought, I have purchased all my home appliances always via Sears as my parents had, well that ended today, never again, you could be giving it away and I will never step foot into a Sears store again, I will slam Sears every chance I get
jeff thomas
     
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Posted by KevinTX on 2012-05-08:
Dang.
Posted by SearsCare on 2012-05-14:
Dear jst81,

My name is Stephanie L. and I am part of the Sears Social Media Escalations team. We have just come across your post and would like to apologize for the frustrations surrounding the repair of your gas range. Your concern with the repair technician is understandable, his explanation to you and your family should have been more professional. We are certain the repair technician will see the correct part or parts are ordered, however we would like the opportunity to look further into the status of your follow up repair appointment on your behalf. We do value you as a Sears customer and absolutely appreciate your continued patronage. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your gas range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name jst81, 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
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Sears Appliance Repair- Price Gouging, Unresolved Complaint
Posted by Ericha_kemm on 01/09/2012
CORPUS CHRISTI, TEXAS -- Price Gouging, Sears has not resolved complaint!

My stove went kaput. I called Sears Appliance Service because I thought they were trustworthy and would do fair work. When the appointment was made ( December 17, 2010) they asked for the make and model number of my stove. We just purchased our home and the stove appeared new. But apparently it had been beautifully maintained (or not used hardly) and it was 11 years old. Ok, that's not too old is it?? Well apparently in this day and age KitchenAid considers that ancient. But that's another review....

Although Sears had the make/model/serial number on the stove, they failed to inform me or look up whether the stove still had parts available. Apparently once KitchenAid stoves turn 10, they don't make parts for it. The Sears serviceman arrives, and declares that my stove is inoperable and charges me $139!

Then he tells me he is so sorry and to call Sears and straighten it out. That he must charge me. I will never fall for that again.

Since I didn't keep my money captive until I spoke to a manager, now I am still waiting for a refund. I feel the charge to diagnose that my stove was obsolete was too high, double what it should have been. And that's me being nice, most folks would have paid nothing.

I filed a complaint the following Monday (the service was on a Saturday and I was forced to confirm that KitchenAid no longer made the part myself. Which is a whole 'nuther story and is just as irresponsible on Sears' part) and I am told by the operator (1800-4MY-HOME) I will get a call back in 24 Hours. No call. I call again. We're sorry. Our computers crashed. Did we say 24 hours? It's 48. I call again a week later. Now it's after New Years.

Oh, looks like the form that was filed on your complaint was incomplete. Lets start over again...... Yeah, Right! STILL WAITING FOR A REFUND. I will amend this review if I get my money back, if not I will file a complaint with the Better Business Bureau.

You've been warned! If you must use Sears, DO NOT pay the serviceman if you are not satisfied. Insist on speaking to a manager and resolve on the spot. You may never see your money again!
     
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Posted by At Your Service on 2012-01-10:
An interesting complaint to be sure. I can understand the frustration, but can also understand the position of the service technician. Normally, when one accepts a service call visit, one also signs an agreement realizing that certain parts may not be available or that the product may be found to be unrepairable. Not paying for a service call can consist of being turned over to a collections company and additional costs for said collections. I'd start by properly reviewing any paperwork you may have signed. Be prepared to accept the outcome if said agreement should be for a payment regardless of the outcome.
Posted by SearsCare on 2012-01-10:
Dear ericha_kemm,

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. We understand that you had our repair team come out to look over your 11 year old appliance but we would still like to speak with you about the unfortunate situation with your stove. My name is Robert and I am with Sears Social Media Escalations team. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to help.

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 we will call you directly. Also, in your email, please provide the screen name (ericha_kemm) 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

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