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Sears Ranges - Page 3

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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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Rebate/delayed billing
Posted by on
HACKENSACK, NEW JERSEY -- Be very careful when you purchase an appliance and they tell you that you qualify for a defferred interest payment. I was told I did not have to pay anything for up to 6 months. No minimum payment of any kind, or so said the salesman. The receipt was not 100% clear the way it was worded and the salesman assured me that I did not have to pay anything for 6 months. This did not surprise me since other big retail stores were doing the same thing.
Well, guess again. I received a call that my account was past due and was being charged a $39.00 late fee. Well, I told them I would pay in full and a customer representative said they would wipe off the $39.00. Customer representative said this is not the first time this has happened.
Also, when I was asked to do a survey on line, it said that I qualified for a rebate. I have had more excuses as to why I do not qualify for this rebate. Each reply to my e mails had a different reason.
Sears you are losing it. What happened to customer satisfaction and guarantees. In this day with all that is going on, people will go where they get better service and better offers.
Let's think twice before we make a decision where to shop.
     
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Kenmore glass top elec. range - Sears.
Posted by on
BANGOR, MAINE -- RE: glass top elec. range #790 - purchased from Sears, Bangor ME. Arrived in pieces, glass all broken, family members cut on glass trying to open box - replaced, but top panel finish "paint" kept bubbling up and rubbing off to show underside metal. Replaced once - told by service person that "this was a problem" but now fixed - No way - large portion of top panel has no pain left. Every time I use the oven the vents emit moisture and more paint comes off the top panel. Very expensive range and now looks old and ratty.

Wouldn't take another one of these as a gift - also, glass top does not clean easily - it is a bear, and needs constant heavy duty cleaning, even water stains this horrid top - I HATE this product and will never go back to Sears for another product!

Walmart is likely better!!
     
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SearsCare on 2010-04-19:
Dear maryjoan,

We are sorry to hear about the problems that you are experiencing with your electric range. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition, include your screen name (maryjoan) in the email so we can reference to your case.

Thank you,

Shayne W.
Senior Case Manager
Sears Cares
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Fraudulent/Incorrect Charges
Posted by on
SACRAMENTO, CALIFORNIA -- We purchased a gas stove from Sears. All they did was deliver it to our home and leave it in the middle of our kitchen. NO HOOK UP. Fine.

We are on propane so we knew it would be necessary to have our new stove converted over by our propane company before it could be hooked up and installed for use.

Sears has fraudulently charged us for supposedly installing our stove six days after they delivered it to our home. Have called the store numerous times, their billing department, the phone number listed next to the fraudulent charge on our credit card bill, letters and made more phone calls. They refuse to remove the charge and will not admit they have made fraudulent charge to our card. They have been rude and stubborn.

The paper work that we received today in the mail shows a bill with an out of service phone number and two different dates on it. There are no signatures anywhere on it nor is there a company name shown anywhere.

This has been an unbelieveably bad experience all the way around. We are still trying to straighten this mess out.

WE WILL NEVER SHOP AT SEARS AGAIN! Our neighbors next door have also had recent dealings with Sears that left them unhappy and now tell me that they also refuse to shop there ever again.

What is up with Sears???? Shame on them and their current business practices. Treating your customers badly does not help to build a loyal clientele, nor does it do anything for their reputation. Guess they don't care.
     
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robbydee on 2010-04-05:
What were you charged for installation?
SearsCare on 2010-04-12:
To rniteowls,
First allow me to apologize for the delay in finding this post. I wanted to reach out to you (and perhaps your neighbor) to determine what is going on with this installation issue. If you did not get the stove installed, then you should not have been charged, or it should have been refunded to you. My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry to hear that we have failed you. This is not acceptable by any Sears standard and we most definitely want to talk with you to get the problem resolved and determine how we can correct it for others in the future. At your convenience, please contact my office via email at searscares@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (rniteowls) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
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The appliances are appalling. The service is much worse
Posted by on
We bought a new set of kitchen appliances from Sears on June 7, 2009. The oven worked for 2 weeks and then went dead. Three visits by Sears repairmen have served no useful purpose: Each one ordered a part that does not solve the problem. Each time they forgot us, and it was necessary to waste hours on the phone being transfer from a useless “customer representative” to another to get another repairman to show up and repeat the going through the motions pantomime. We have been without an oven for almost half a year now.

Sears servicemen also damaged our kitchen counter during the installation, and promised someone would come to repair it. Five months and many, many calls later no one has come.

We have written to the CEO to let him know what kind of company he is running, to no avail. Customers are Sears laughing stocks. The EO and his henchmen y must be having a blast someone still buys from them.
     
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SearsCare on 2009-12-04:
Dear SearsFedUp,

It is disappointing to read about the service you have received from Sears over the past 6 months. I can only imagine the frustration this has caused you and your family. I can assure you this service is not acceptable and we would appreciate the opportunity to speak to you regarding this situation. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can assist you in resolving this issue. Please provide us a contact number and the phone number the oven was purchased under and we will contact you at your convenience. In addition please include your screen name (SearsFedUp) in your email so we can reference to your posting.

Thank you,

David V.
Senior Case Manager
Sears Cares
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Installation is not free
Posted by on
Sears just announced a 40% off Kenmore slide -in range sale, 10/25/09. I decided to order the best and I wanted to have it installed. I clicked the box for professional installation and was pleasantly surprised that installation was free. It was too good to believe. I was however charged online for NY sales tax. I checked with my local Sears store and was told that installation cost $209.99 but they didn't charge sales tax because in NY it is considered a non taxable capital improvement. The difference in price between online and instore was about $17. I made numerous calls and was told that the internet message of free installation was inaccurate. I decided to purchase through the store. I emailed customer service to obtain in writing their policies of free installation and NY Sales Tax and am waiting for a reply. The salesperson at the store was great but I didn't enjoy the internet attempted purchase and several calls I made to determine whether I would receive free installation and why they charged sales tax on a non-taxable installation.
     
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Poor Delivery customer service
Posted by on
So, I remodelled my kitchen and updated my appliances, d/washer, gas range and microwave. I purchased these from Sears because they had a solid reputation. Salesman was great, until delivery scheduling came. Mind you, this is my second time updating a kitchen and I had bought appliances from them before and was very pleased.
Anyway, the nightmare of delivery began with calling the 1 800 732 7747 number to arrange for a delivery date. They are somewhat inflexible but gave me a 4 hour window of delivery. Anyway, my delivery was staggered, the items came in on different days, the range, was damaged on day of delivery, rescheduled for next day, then it was not shipped, we were not notified and waited a whole day, cancelled kids activities waiting for the range, no call, no show, the truck guys actually called and asked if I was aware all they were delivering was a gas range tube, not the stove.
I called Sears, asked to speak with a supervisor, after 15 minutes on hold, he never came to the phone, so I hang up. I had to go back to the store I had purchased the items from, demand some action, and there, they rescheduled delivery of my gas range for the next day 1pm to 2pm. As I write this, 2:45pm I still have not received my range, my hope is it will be here by the end of the day. It will be 1 week without a stove, buying 3 meals a day, 7 days for a family of four with one toddler. Can you imagine! ..and these items are paid for!!

I agree, don't buy from Sears...Lowes or Home Depot..the customer service just sucks.
     
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Anonymous on 2009-10-04:
I am not going to say it.
jktshff1 on 2009-10-04:
Lady, I admire your constraint.
Anonymous on 2009-10-04:
Lol. Thanks jk. I live to confound!
Anonymous on 2009-10-04:
This kind of thing annoys me. mistakes and delays do happen, however,, Sears seems to take joy in Non-action when this occurs. Why not call and apologize, say you cannot get there that day, offer some sort of appeasement, etc?
qualityappliance on 2009-10-05:
How do Lowes and Home Depot fit in here? What did they have to do with anything?
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Kenmore Range Broke Twice in two Years & Sears Management Corrupt on grand scale.
Posted by on
RALEIGH NC CRABTREE MALL -- Smooth Kenmore range ($845) top glass shattered twice for no apparent reason in 1 & 1/2 years. First time they ordered the wrong part four times and charged $220 when it came in. The second time it is $442. The answer from customer relations is "if you did not buy a extended warranty we can't replace anything". Why would you buy a 70 dollar warranty for the first two years, wouldn't you expect something to last that long at least?
The Customer relations people had me shift 13 times, 15 different voices, 4 hours and 6 minutes of time over three days then I ended up with the person in the Lemon Department and said they did not consider it a lemon, and that I was stuck with it.
The Sears repair man came into my house unannounced and uninvited, made a mess and was mean grouchy short uninformative,
I am 51 and this was the worsat transaction of my life dealing with Sears.
The epitamy of a corrupt culture.
I would not spend a penny in a Sears I don't recommend you even by a hand towel because will support the most corrupt set up scam in the retail industry.
     
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Slimjim on 2009-09-10:
Shakes head. Corrupt? The stove (not even made by Sears, just branded) failed. "For no reason" is not verifiable. I say that because all smoothtop manufacturers use Ceran tops and that product does not have any history of unexplained premature failure. Let's say it did break under no unusual load. You can't prove that unfortunately. It still is out of warranty, is not a recalled product, and you did not pick up a warranty extension. How is Sears' management corrupt under these circumstances?
Buddy01 on 2009-09-10:
It seems that you want extended warranty service without paying for it. You tried to save and it ended up costing much more.
Fufu487 on 2009-09-12:
It broke twice?? Those stovetops are tough. I imagine theres more going on here. Even if it was faulty, you did not buy the warranty. You excected it to last, it did not. You gambled on it lasting and you lost. But don't take my words seriously. For as a previous manager for Sears, I am apparently corrupt and scam-ridden :)
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Sears/Kenmore Is Not What They Use To Be
Posted by on
07747, NEW JERSEY -- I purchased a new Sears dishwasher and got a lemon. I complained about 6-8 times, every time they sent someone over but not until I purchased a contract. It was a lemon, they refused to acknowledge it. And I had to pay additional for parts on a new washer which I had to fight tooth and nail to get back.

I bought a microwave and the front glass slips down and looks like a window is cracked open to get air. Its only 2 years old.

The last item I bought was a gas stove for about $499.00 The igniter switch cost 100.00 And labor cost 175.00. I was told that a service call of 75.00 Would be added on top of that. So to repair the ignition switch almost cost me the coast of a new stove after 2-1/2 years.

I will never buy another product from Sears. They used to be reliable years ago, now it seems like that are just selling defective products, overcharging you for service and screwing you.
     
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Anonymous on 2009-01-18:
You can purchase from Sears,just don't have them install,or service your appliances....
Anonymous on 2009-01-19:
If you purchase any appliance from Sears, its just like flushing your money down the toliet.They don't have any
quality control in place ,there venders run wild.
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Sears: They Don't Care, And It Shows
Posted by on
FOLSOM, CALIFORNIA -- My brand new, expensive range made a terrible racket the first time I turned on the convection feature, so I called Sears to fix it. They said someone would be out between 8-12. When 12 passed and no one had showed, I called them, and was told by a very smug, dismissive rep that the 4-hour window is only an estimate, but that he would call us within 2-3 hours to let us know when he'd be arriving.

3 1/2 hours later, he called to say he'd be there in 30 minutes. We're still waiting. I join the ranks of those who will never buy from Sears again. No surprise at all that they are having so much trouble.
     
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Repair Person A No Show
Posted by on
SAN FRANCISCO, CALIFORNIA -- I had an appointment to have my oven repaired today (Dec 15) from 1-5pm. 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.
     
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warddw1526 on 2006-12-15:
Hmmm, I worked in Sears home central like 4 years ago. Will need someone with more expertise to verify this. There was a law only in California that required a specific appointment window, that did have to be followed. If the repairman could not be in the repair window provided, the company could be liable for the money lost (your wages) till the fix it. They would get around it by asking if they could change the appointment. If you said yes, then you get nothing. This law may have changed, and I am sure that I messed it up as well.
Anonymous on 2006-12-15:
I think if you really can get your landlord to buy a new stove, NOT FROM SEARS then you should do it and forget about Sears. Good luck
tess30 on 2006-12-16:
Thanks warddw1526 for your response. Yes, in California they have to honor the 4 hour window for appointments. They didn't and they're in breach. I've already contacted their Consumer Complaints department, AND the BBB. They think that rescheduling is going to appease me -- not at all. They've already contacted me with a proposal for another 4 hour appointment, which I've yet to agree to. My time is not invaluable, and I've let them know that I will be filing a claim with Sears for those 5 hours lost. They've messed with the wrong consumer.
Anonymous on 2006-12-16:
Sounds like there's a newer sheriff in town!
warddw1526 on 2006-12-17:
Actually Tess, I think Sears could be liable of all the hours until they can make it. We were told to be extra careful setting appointments on Friday afternoons for California customers, as Sears could be responsible for every hour all weekend if they have no Saturday appointments in that area.
rah332 on 2006-12-18:
you will need a letter with your company letterhead stating your hours missed and your wage. they will have to cut you a check for your time. I know, I got some $$ cuz they didn't keep their appt with me. if the part that went out on your stove is the oven ignitor- that is a common problem. can get expensive after a while.they don't make thing like they used to..
JLD on 2006-12-27:
This is becoming the norm and not the exception for Sears. While I might buy an appliance from them, I will NEVER EVER call them for service again. Took 3-4 weeks and 2 different repair people + lost hours of work to get my dryer repaired.

NEVER AGAIN WILL I CALL FOR SEARS REPAIR. IT'S A JOKE!
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