Sears Ranges Consumer Reviews - Page 2

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.

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.

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?

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 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!!

SAN FRANCISCO, CALIFORNIA -- I had an appointment to have my oven repaired today (Dec. 15) from 1-5 pm. At 4:45 pm I contacted Sears to find out where the repair person was as they had not shown up or called. The Customer Service person told me that the repair person was in my area at another job, but they would message the repair person to call me about the estimated arrival time.

I was phoned by the repair person at approximately 5:05 pm and was told that he would not be coming, and to reschedule. Because of his matter of fact attitude, I hung up on him and contacted Sears again. He was not at all concerned that I had an appointment - he claimed that this appointment was just added to his schedule. I phoned Sears Customer Service again and was told they could only message the "Unit Manager" to call me tomorrow (Saturday) to explain why the repair person was a "no-show" on a scheduled appointment, and to set up a time that was convenient for me.

I am extremely angered by the repair person's cavalier attitude towards my having an appointment, and his apparent lack of any type of customer service ethic. I left my job today to make this appointment only to have wasted 5 hours of my time. If I had known beforehand that the repair person would disregard and dismiss a scheduled appointment, I would have had my landlord purchase a new stove instead of having this stove repaired. This is the second repair in 6 years for the same problem. Obviously this is not the most reliable stove from Sears.

By looking at all the other complaints about their appliances, repair service, etc., I see that Sears has not done anything to remedy the public's poor perception of them as a company. We'll see if they call tomorrow. If they don't my next call is to my landlord to have them buy a new stove, but NOT FROM SEARS.

RIVER VALE, NEW JERSEY -- I scheduled a Saturday repair for my new, never plugged in Sears Elite range - the front legs were delivered broken. The repair had to be scheduled more than 3 weeks in advance. I was told Sears would call the night before to remind me of the repair and give me a time window. No phone call came the night before. So Saturday morning I'm in the shower and, you guessed it, Sears calls. "Hello, hello... If no one is home you'll have to reschedule. Goodbye."

When I got out of the shower I called Sears 800 number and was told they would get hold of the repairman and he would call me within the hour. I waited 2 hours and no call back. I called the 800 number again and was told he same thing. I waited another 2 hours and no one called me back. I called again and was told to wait just 2 more hour. I waited that hour and called the 600 number and was told no one would be coming out, sorry we lied to you, too bad you don't have a range and have shot your day!!!

I am fed up, not just with the lack of service, but the reason I needed service was first Sears lost my range in their warehouse - "Sorry you had to take a day off to await a *CONFIRMED* delivery, it turns out we never had your range!" When they do find the range, it's delivered broken, something that I find out only during the installation. Now, another slap with their lack of service. My neighbors all know about this, will be shopping for their appliances at Lowe's or Home Depot and my Sears credit card is going into the toilet.

Later in the day - I called Sears 1800-MY-HOME. They informed me that the repairman knocked on my door and I wasn't home. Okay, I give up, where was I? It's now 6:55pm and I haven't left the house all day. I hung up on them. It seems they have a sweet racket of getting out of work early. Incompetent liars!