Sears Ranges

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1.0 out of 5, based on 7 ratings and
39 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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I Would Never Purchase an Appliance Here Again!!
Posted by on
Rating: 1/51
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 too 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 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.
     
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Appliance Purchase
Posted by on
My husband and I went to our local Sears Outlet store to buy appliances for our new home. We selected a dishwasher, a refrigerator, and a gas range. We requested delivery of all the appliances on October 7, 2011 and paid for an installation for the dishwasher since we had never hooked one up before. Several days later, my father told me that he would come down and install the dishwasher for us as well as do some other work on the home--he would be here one week before the original delivery date. I went into the Sears Outlet and told an employee that I needed to change my delivery date and cancel an install on something I had purchased. She immediately told me to call a 1-800 number and sent me on my way without helping me in any way. I called the number and was told that the installation had been successfully cancelled but that the delivery date needed to be changed by talking to someone at the actual store where I bought the machine. I called the store and spoke to the person who had helped us make the purchase. He kept me on the line while he made the adjustment. Everything seemed fine enough. On October 1 (the new delivery date for the dishwasher) we did not receive our delivery. My husband got an automated call from Sears stating that there was a delay with our order. After speaking to 2 different reps at the 1-800 number and getting excuses and no information, he called the store. An employee said she would "look into it" and call us in 30 minutes. Hours later, we called the store and found out that she had gone home for the day!! Someone else confirmed that our dishwasher was not showing up that day, so we rescheduled it for October 7 with our refrigerator and range. (Luckily we had since figured out how to install it ourselves!) My husband got ANOTHER automated call on October 6 stating that there was a delay with our order--again!! The store confirmed that the dishwasher would not be arriving on the 7th with our other machines. We were angry, but were assured that it would be coming on October 8 instead. Today is October 7, and after waiting until 3PM for our fridge and range my husband called the store. Guess what? Those aren't coming today either!!!!! Nobody thought to call us and let us know. My husband was told that "the warehouse decided to send everything together on October 8." So the Sears warehouse gets to decide when I need to receive my appliances, despite our instructions?!? Our movers are coming tomorrow with our furniture, and we will now have appliances under foot as well. We are furious and will not be buying from Sears again. We will actually be shocked if we receive anything tomorrow as promised. If we do not, we will cancel the entire order and demand our money back. And to top it off, I still haven't been refunded the installation charge on the dishwasher!
     
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At Your Service on 2011-10-07:
It sounds like quite the logistical nightmare to change something that one would assume would be fairly simple.

The solution, to me, would be simply to go somewhere else.
trmn8r on 2011-10-07:
I hate to say this, but the one part of this that actually makes sense is scheduling everything to arrive on the same day, instead of sending trucks to the same address two days in a row.

Not that the rest sounds very pleasant...
SearsCare on 2011-10-11:
To aebirk38,

I'm so sorry to hear about the issues you have had with this large appliances order. There is a logical explanation for why changing an installation to a regular delivery causes a delay. However, the missed delivery appointments are unacceptable. My name is James and I’m part of the Sears Cares Escalations team and we appreciate you as a Sears’s customer. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (aebirk38) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
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Letter to Sears - Do Not Buy Their Products!
Posted by on
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.

Sincerely,

Jennifer Johnson
     
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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.
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?
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.
tander on 2008-04-17:
I know why you don't have a star..lol
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.
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. :)
tander on 2008-04-17:
The only whiner I see is you, whining about me!
Mario The Great on 2008-04-18:
boo hoo - let me call 1-800-waaaaaaaambulance
Anonymous on 2008-04-18:
Mario
You are unhelpful , you get way off the track.
Your posts are full of black holes.
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.
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.
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 !!
tander on 2008-04-18:
Mario works for Sears, that explains it all..lol
Anonymous on 2008-04-19:
so does hello dolly
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.
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 a while you can have it repaired at a fraction of the cost of having old lonely come out.
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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Customer Service Fail
Posted by on
Rating: 1/51
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.
Company Response :
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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ok4now on 2013-11-08:
Another nail in the coffin for Sears.
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Gas Range
Posted by on
Rating: 1/51
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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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.
Steve-n-NorCal on 2012-06-06:
I'll have to agree with trmn8r.
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.
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.
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.
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
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 on
Rating: 1/51
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 supposed 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 I'll. 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.
Resolution Update 07/04/2012:
I would like to thank Sears for resolving my problem with the micro wave. They responed quickly and they were very concerned about my problem with the micowave. Sears is a big corporation and they can only train their staff to a point. As a business Owner we try to make sure that our staff have the knowledge to handle every situation quickly. I will continue to shop at Sears. Thank You
     
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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
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.
jktshff1 on 2012-06-04:
+100 raven
Buddy01 on 2012-06-05:
They need to get rid of A & E and get a better company.
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Warranty not worth it
Posted by on
Rating: 1/51
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 what's 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 than! 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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KevinTX on 2012-05-08:
Dang.
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 on
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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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.
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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Disgusted with service. Terrible experience. Don't waste your $$$ here.
Posted by on
OAKLAND, CALIFORNIA -- Sears repair have utterly lost all my trust. I had purchased Sears ServiceSmart Agreement and the delivery of the service was horrific. One, you guys were not able to provide the repair at the first inspection and then rescheduled. Two, after it was rescheduled because of replacement parts, no communication was received to let me know that the parts had been on back ordered. We waited for your arrival at the rescheduled appointment and no one showed up. We didn’t know that the appointment needed to be delayed! Third, after 2 weeks of delay and upon multiple request for a communication with regards to the parts and the service delivered, though promised by your service reps, the email communication never came. Fourth, when the parts were delivered, another delay of over 48 hrs to get service technician appointment. Finally, when the service technician came, he stated that he can’t fix the part because the screw was not the right one ordered. Now my range is still not repaired!

This delay, lack of service, failure to inform, and weakness of the first technician, had caused my home inspection to fail 3 times! In many other circumstances, I would not stress about this because I know you guys are trying. However, when the home inspection impacts my tenants ability to stay in her unit, it had caused my tenant to vacate the premise because of this lack of repair service. If you guys were not able to provide the service, it would have been much appreciated if I was informed so that I find other ways to resolve this issue. I am horribly dissatisfied with your organization. The escalation path you guys have at 800-479-6351 leads to a wall. I will let everyone know of Sears terrible service. You guys shouldn’t deserve any stars on your reviews. Lied to and failure to deliver.

What terrible experience!
     
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At Your Service on 2011-11-02:
Overall, I like the way this complaint was written. However, there are a few points worth noting. To begin with, service technicians rarely carry the needed parts with them. In some cases, if the part is very common, the service may be conducted within a single house call. More times than not, a second call is required after the needed part(s) have arrived. There's simply too many unique parts and variations of different products. Secondly, I agree wholeheartedly that the service provider should have kept in better contact with you but, whereas you knew of the importance of getting the range working in a timely fashion, I would think it more incumbent on the O.P. to make sure things were being done in the time frame needed.
Venice09 on 2011-11-02:
Contrary to the first comment, this is not your fault, OP. You can't be held responsible for this fiasco. I've read many similar complaints about repairs and parts, so this is obviously one of the problems Sears needs to work on. Your review is actually an accurate description of what can happen when using Sears service.
SearsCare on 2011-11-03:
Dear tong.la.r15074:

Please accept our apologies for our service team terribly disappointing you. I can understand your frustration with your home not passing inspection three times and the impact this had on your tenants having to move out. I would like to explain our team to you. The Sears Cares/Social Media team is part of the corporate customer relations department. We handle the highest level of escalated customer relations issues. Letters sent to our corporate offices are handled by part of our team and we (Sears Cares) handle issues escalated via Social Media, such as Facebook, Twitter and sites such as this one. Your issue will remain here in our office with a personal case manager who will oversee the problem until it’s resolved. I encourage you to allow us to help you resolve the issue with repairing your range. 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 your screen name (tong.la.r15074) to reference your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
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Sears Repair Service is UNRELIABLE - Customer Service is TERRIBLE
Posted by on
HOFFMAN ESTATES, ILLINOIS -- I made an appointment over a week ago with Sear to send someone out to repair my stove.

The arrival window they provided was from 8am-12noon, which of course, required me to take the whole morning off from work (without pay).

After making the appointment online, I also confirmed by telephone. The day before the appointment Sears contacted me by telephone to confirm that the repairman would arrive the following day between 8am and 12 pm.

I was home the entire time, and guess what - NO ONE SHOWED UP FOR THE ENTIRE FOUR HOURS!

I couldn't believe it, so I called Sears to see how late the guy was going to be. Amazingly, they said NO ONE WAS COMING AT ALL TODAY.

I asked why but they said they couldn't give me that information. OK, I don't want personal details, but THEY DIDN"T EVEN BOTHER TO CALL TO TELL ME that no one would be there. They obviously had to know that early in the morning. If they had at least had the decency to let me know, then I could have gone to work for the morning, but apparently that was too much to ask.

I called customer service and the next appointment they could offer me is A WHOLE WEEK AWAY (the same time I would have gotten if I hadn't already made an appointment that they missed). This seems totally unfair. Why should I have to go to the back of the line because they screwed up.

They apologized for "breaking their promise" to me but offered no true accommodation or compensation for the fact that they wasted my entire morning, didn't have the courtesy to pick up the phone and cost me a half-day's pay. They also refused my request for an appointment sometime during the next three days, a shorter arrival window (less than 4 hours), and a discount off the cost of the fee they charge to come to my house. They said it is not their policy to pay for lost time or wages and they can't "force" an earlier appointment unless they have been "two broken promises" within the last 5 weeks. So, apparently in their view, its OK to break a promise once before taking any responsibility.

That's no way to run a business, and I certainly will no longer be a Sears customer. My time is more important and I won't do business with a company that has a policy that permits them to lie to me twice before they consider that a problem.

Company Response 7/20/2011:
To veryfrustrated1,

I'm very sorry that this happened and I completely understand your frustration. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to resolve this and any other Sears related issue you might have. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the stove 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 (veryfrustrated1) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

     
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Sears Cares on 2011-07-12:
To veryfrustrated1,

I'm very sorry that this happened and I completely understand your frustration. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to resolve this and any other Sears related issue you might have. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the stove 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 (veryfrustrated1) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
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