RANCHO CUCAMONGA, CALIFORNIA -- I recently went to the Sears store on Monday to take a look at the gas ranges. I was looking around and that's when I saw a floor model. I asked for a total price with the installation and haul away of my old stove. I was told that the installation will be included if I purchased a gas hose and they would haul away my old stove for $15.00. We ended up purchasing the gas range and not the installation since I figured I could do it myself; but I asked the salesperson that if I changed my mind I would be able to come back the very next day before the installation and pay $37.99 for the hose and the installation would be included.
I did change my mind so the next day, I went in looking for the same employee that had helped me the day before. All of a sudden he appeared reluctant to help me. I figured it was because he thought I was there to return the item. I asked if I could pay the $37.99 for the part and get the installation. Now his story had changed; he told me that it would be $20.00 for the installation plus the $29.99. I asked him about the 37.99 he had quoted. He now claimed he had never heard of such a thing; I am disgusted by the way the situation was handled. I understand the associates are there to make sales but this should not be done by fake promises to customers.
How am I supposed to trust a company if I am being lied to even before the product is delivered? Well a nearby associate tried to help and instead of being courteous and professional, she decided that she was going to tell us that if she had the money to pay for the extra price we were quoted, she would provide it herself so we would get out of her hair without making a fuss. Believe me, I have never in my life asked for a service I am not willing to pay. I was rightfully furious at this point. It has nothing to do with the money, it's about making an honest sale and standing behind your so-called policies.
Next the manager came over to assist because the associate did not know what to key in to fix the issue. The manager stated the issue was resolved and we would be getting what was stated the date we came in for the purchase. You would think the issue would end there. The day of the installation (Thursday) comes around - "we will be there anywhere from 8 to 11" - so we wait; come noon no one has showed up so we call to see what happened.
When we finally are able to speak to a person we are informed that the installation will be held up until Sunday. We figure we've already gone through this hassle, we can just wait. Come Sunday, the gas range comes in and the delivery man is about to leave without installing the item, so we let him know the installation had been paid for, show him the receipt; and he states that in the system it is not coming up. He was only scheduled to pick up and drop off, that he was not given a hose and he did not bring the tools for the installations.
So now here I am with a new stove that cannot be installed in my living room. I paid for the item, I paid for the installation. I received horrible customer service; they have wasted my time and treated me as if this is my entire fault. I go to the store and inform them of this and yes they return the part fee and they give me a half-forced apology about how they do not know why this happened. As a customer I no longer have faith in Sears. How can you have such clear disregard for my time, misinformed associates, mixed up policies, and little knowledge about how to set up orders?
Aside from the manager, everyone was incapable of maintaining a professional attitude and pretending to care about resolving my issue. I was treated like I was there begging for a service instead of like a customer who had just paid for a service. Who is going to compensate me for the hassle and headache and time I spent having to resolve each issue that came up? As a company, the customer should not be expected to have to constantly call and show up to the store to make sure the service is done correctly.
LYNNWOOD, WASHINGTON -- We recently purchased a gas range from Sears. This range was going to replace an electric range, however, the gas was already plumbed into the spot so it was going to be easy to install! We paid extra to have it installed. Up to the day of delivery everything went well: salesman was professional and helpful, email and phone updates regarding delivery were very well orchestrated. Then the Range arrived.
We had already moved the electric range so the space was completely clear. The technicians told my wife that they did not have the correct fittings to connect the stove. When I talked to them (by phone) I asked, what can we do to rectify the situation? They indicated that there was nothing they could do. They also made it very clear that they run into this situation all the time with Sears and even told me that the Sears sales personnel lied constantly in order to make a sale!
When I got home I spent two hours (with reading the instructions, going to the store to get supplies and actually installing the stove) completing the installation. All I needed was some tools (which I had) and some pipe dope to seal the threaded connections. No special fitting was missing for the install! Additionally, the stove was supposed to be unpacked by the delivery team. They dropped it in the kitchen and left without setting it up as was indicated in my paperwork!
The saga continues when I attempt to contact the store. The large appliance Manager was not there the first time I called. The second time I called, I vented on a sales associate, who put me in touch with the store Manager (who called back the next day). He listened to my tale and agreed that the issue needed to be addressed but wanted to have the department Manager contact me. He promised a call back in two days.
Two days came and went. I attempted to contact the department Manager who never seemed to be on duty, till Today (a week later!). I was unable to provide him with a full explanation as he spent most of the conversation providing me with excuses and indicating that the fault was not with the store, rather with the subcontractor they use. He even indicated that it would be the responsibility of the sub contractor to compensate me for the issues.
Now, I am also in the service industry. I use subcontractors all the time. I do hold my subcontractors accountable, but not at the expense of my customers! I bought a product and service from Sears! I did not hire the services of their subcontractor! Sears bears the responsibility of addressing the issue directly with me not passing me off to a sub that they hired and directed! I am not sure where this is going for me, but buyer beware for the rest of you!
NEW JERSEY -- In December 2014, we purchased a Kenmore Gas Range #790. We replaced a Kenmore which served us well for twenty years. But this model is not well made. We have had to have it serviced twice and from what we can see, the problem with the ignition is perpetual and we will need service periodically. One design flaw is that you cannot access the ignition.
In the previous model, if the pilot light went out, you could get access to it and re-light. Not with this model. There is no access so you have to have the repairman. I can't see how this design is a profit maker for Sears as it means they have to send technicians to make house calls. Next: when the oven self-cleans, it leaves marks on the oven door. I don't know if there are gas ranges in the $700 price range that perform better but I would say that based on this model, Sears' quality has deteriorated.
KOSCIUSKO, MISSISSIPPI -- I would like for Sears to explain why they print a manual for the consumers and include a section for troubleshooting?? My oven stopped working, I go to the troubleshooting section, I find out the Code F3 is that the oven sensor has defected. I call Sears and tell them the code and THEY tell me it is the oven sensor. I set up a date for the service people to come and repair my oven.
They come on the date and GUESS WHAT??? They say, "It is the oven sensor!!" But the problem with all this is that when they come to repair the oven, they have no repair part on the truck! Then I have to set up another date for them to come and repair the oven and the killer to all this is...I am going to have to pay them over $80.00 per trip, just for mileage. Sears, you might as well save cost on printing a homeowner's manual!! Sears is not what it used to be.
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 probably 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.
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 week's 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.
BALLSTON SPA, NEW YORK -- On November 12, 2006 my husband and I purchased a $1200.00 range from Sears. This was after doing much research via Consumer Reports. The stove was delivered, set up and used for one week before the broiler element "popped" and caught fire while we were broiling a steak. The steak was finished cooking in a toaster oven.
Now, we called Sears and were told that someone would come out to fix the oven but it would not be until after Thanksgiving. Not good enough I told the call center. I was having 12 people over and wanted a new stove. I did not trust having the broiler repaired. Well, the call center person was not helpful, was actually rude and when I asked to speak to his supervisor was told that "she was out to dinner and even if she was there, she would tell me the same thing." Nice.
We were persistent and finally ended up talking with the manager of the Wilton Mall Sears who assured us we would get a new stove and it would be delivered before Thanksgiving. A very nice man who was a great help. Fast forward to November 19, 2007 when my the inner part of the front graduated in size, burner decided to crap out. (Do these ovens hate Thanksgiving?) A repair man is coming today and we will see what happens.
Here I have spent $1200 on a stove, not to mention all the other Kenmore appliances, Craftsman tools and Sears items that are in my house, and this piece of junk can't last a year without a problem? I will never, never buy an appliance from Sears again. I have the address to the president of Sears office and he and customer service will be getting a letter from me if this problem is not resolved. You know, I would love to know how the appliances that were put in all those "Extreme Makeover: Home Improvement" are doing.
Well, I have more to add to this tale of woe and ineffectual company. I received a phone call this morning that the repairman would not be here until 2:00 pm (he was supposed to be here between 8 and noon). I hung up and decided that this was unacceptable. I called back and was told that the repairman would phone me back to discuss the issue with me within an hour. Surprise....he didn't phone me.
I called again and was told that my appt. was changed to 2:00 pm because too many appointments were made for today and I was pushed back. She then told me that I could reschedule for another day. I asked the woman where she was physically located and she said the Philippines. I said, "It's the day before Thanksgiving!! I need that burner! I know you don't celebrate Thanksgiving and have no idea what the holiday means." She said, "No, but I know about Christmas." Great...I told her this was unacceptable and she gave me her supervisor - in the U.S.!
The supervisor comes on, talks to me and said she will have the repairman call me. Oh, and that the reason he was running late was because the first repair took too long, not because there were too many appointments scheduled. Well, the repairman just called, he's not coming until 2:00 pm and does not have the part for the stove, it has to be ordered.
Sears is a ** company and I pray to God they go under - it would serve them right. I have half a mind to go into their appliance dept on Black Friday and talk people out of buying their products. I spoke with the repairman when he arrived. He was not running late because his first appt. ran too long, he was running late because Sears overbooked him and does this all the time. Not just to him but to others as well.
WILMINGTON, DELAWARE -- Purchased my gas range on 12/27/13. Arranged for del on 1/10/14. On 1/9 received a call with 2 hr window 4:45 to 6:45. At 3 pm got call. They were running behind time, moved to 5:30 pm to 7:30 pm at 7:00. Got call - eta of 9:30 pm. Called warehouse to reschedule. Got time for 1/12/14. They came but couldn't install because of where shutoff valve was so called my plumber and called Sears back to rearrange delivery for Tuesday 1/14 in the afternoon due to when the plumber was coming. Next thing I know I was getting call saying they would be here between 7:30 and 9:30 am. Called back to let them know needed them there in pm, was told OK.
Next day they showed up at 8 am so again had to send them away. Called warehouse again. Was told it would be scheduled for between 3 pm and 5. OK, the next day OK then I get a call saying 2 hr window is between 5 pm and 7 pm so I call back. Girl says she will put note saying to come closer to the 5 pm time as I told her I go to bed early due to having to wake up early. Now keeping fingers crossed they get here close to 5 and not at 7.
I have been a long time cust of Sears but will never buy another appliance from them again. Their delivery service is the worst. I have never in all my years had an appliance delivery after 5 pm. If you are smart, go to another appliance dealer not Sears. Ever since they merged with Kmart they have gone downhill. I cannot begin to say how stressed out this whole ordeal has me and they have the audacity to charge 69.99 for this subpar service.
We truly appreciate you taking time to post this detailed account of your experiences with our delivery services. From what you have described we can certainly see how and why this experience has been discouraging. My name is Brian and I am a member of the Sears Social Media Support team. We do appreciate your business and to this end we would like to further discuss this matter with you. Please send the following information – your contact #, the name and phone # used at time of purchase, as well as the screen name (sandi605), to reference your post to firstname.lastname@example.org. Again, thank you for taking time to post about your appliance delivery; we look forward to speaking with you soon.
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Sears Social Media Support
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 through 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.
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 email@example.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.
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Sears Social Media Support
KANEOHI, HAWAII -- Upon installation, the flame of the burners were small and boiling water took 10 minutes. The technician came out and said that he could find nothing wrong. I called them again, as this was unsatisfactory. They came out and could do nothing and told me to call the gas company. I had to pay for the gas technician to come out and he found that the stove's regulator was set on regular gas instead of propane. He changed the stove regulator setting to correct the problem. This should have been done prior to installation, but they just changed the gas orifice forgetting the stove regulator and were unable to troubleshoot their own problem.
A few months later the keypad began beeping by itself. I told them the problem, but the tech had to come out to determine the issue and then order the keypad. He had to come back another time to do the installation. Then the temperature display started turning on display segments by itself. They had to come out and diagnose the problem and come out again to replaced the assembly, but it happened again and had to come out to replace and fix this again. Near the end of the year, I decided to buy the protection plan since I had so much problems with the stove during the first year.
Now my large burner flame is small while the rest of the burners are OK. I have another call out to get this checked. I am pissed. I wanted this stove replaced. But since I purchased the protection plan just before the regular warranty ran out, they count the problems only under the protection plan. The other problems are under the regular warranty. So this stove is not considered a lemon. I guess I need to keep dealing with the problems of this stove. Poor tech service and a defective stove. Just waste my time.
On another note, when cleaning the glass panel, we cannot lock the keypad completely, and everything needs to be checked to be sure that we do not accidentally leave something on when cleaning the keypad. Usually the oven light is overlooked... They should have a keypad lock button for cleaning... Who would have thought?
My name is David with our Sears Social Media Support team. We're sorry to hear about the problems you've been having with your range. We would be happy to have a dedicated case manager discuss this situation with you and assist in addressing your concerns. At your convenience, please contact my office via email at firstname.lastname@example.org. 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 (marvinna) you used to post on this site, for reference to your issue. We look forward to speaking with you soon.
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Sears Social Media Support