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!
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 email@example.com. Again, thank you for taking time to post about your appliance delivery; we look forward to speaking with you soon.
Social Media Moderator
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 firstname.lastname@example.org 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.
Social Media Moderator
Sears Social Media Support
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.
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 ** and one other - I think it was **... 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?
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 email@example.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.
Social Media Moderator
Sears Social Media Support
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 (**) 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 **, 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 ** 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. ** store manager, **, 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 ('firstname.lastname@example.org'). They don't even answer you!
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 email@example.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Social Media Moderator
Sears Social Media Support
LANGHORNE, PENNSYLVANIA -- I purchased a Kenmore range. Upon baking in it for the first time I smelled gas. Had to have our local gas company and they tagged it as dangerous and turned off my gas on the item. They delivered another one same model and the same thing happened. They came again and once again tagged it and turned off my gas. "These are defective" they told me and should be pulled off of the floor at Sears and never sold again.
I went to Sears and picked out a completely different manufacturer and was told it could not be delivered until Nov. 18th. I told them to credit my charge and wanted nothing to do with Sears. I am now in the process of waiting for them to come and get it out of my house. I am having trouble with this also. I have another range coming from another company on Fri. Nov 15th. I will never buy another thing from Sears.
We're sorry that your recent range purchase did not meet expectations. My name is David with our Sears Social Media Support team. I can understand your frustration with this situation. If you are in need of assistance, we would be happy to discuss this situation with you and address any other concerns you may have. At your convenience, please contact my office via email at firstname.lastname@example.org so we can help. 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 (weezieknit) you used to post on this site, for reference to your issue.
Social Media Moderator
Sears Social Media Support
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.