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 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
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.
HAYWARD, CALIFORNIA -- Sunday we noticed 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 repairman 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 poisonous 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 of 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 poisonous 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 has 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.
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 another 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 Year's. "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!
HOFFMAN ESTATES, ILLINOIS -- I made an appointment over a week ago with Sears to send someone out to repair my stove. The arrival window they provided was from 8 am-12 noon, 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 8 am 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, it's 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.
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 email@example.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.
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Sears Social Media Support
I bought an LG convection range from the Sears outlet in Coquitlam and was told that the reason it was outlet was a missing oven rack (no big deal for me!) and that the range was otherwise fully functioning! I purchased the range on May 1, picked it up on May 3 and the oven was not working on May 5 (well within the 30 days that they told me it would be replaceable and well within the ONE year warranty). When I contacted the customer service rep, she sent someone to repair it on the same day. He told me he needed to order parts and would be back the following week.
We waited two weeks and nobody ever showed up so we called again and nobody showed up so we called again a week later and nobody showed up so I called again and asked them to take it away and give me a refund. They said that was not possible so I called corporate and told them the same story. They agreed to do this at the beginning of June and asked us to fax in a copy of the receipt. We did this twice as they "did not receive a clear copy of the first one" and now it is almost July.
For two months, we have not had a functioning oven...imagine trying to cook for your family without an oven!! I cannot believe the customer service of this place. I previously had purchased my range from The Brick and never had a problem with the same one. When the display malfunctioned, they sent someone to fix it within the week! You definitely do not expect this kind of service from a major retailer.
I will NEVER buy anything from them again and have made it my mission to tell this story as many times to as many people as I can. I was appalled at the disgusting way that I was treater by Sears and the disgusting way that I continue to be treated! I was mistaken to have thought Sears was a reputable company...be very careful!!